Overcoming organisational barriers to ensure intranet redesign success

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A short talk for Intranet Nowby ine Murphy Tuesday 13 October 2015@aine_murphy #IntranetNowOvercoming organisational barriers to ensure Intranet Redesign success

1Hello!My names ine and I work at Macmillan Cancer Support.Im currently leading on an intranet redesign project. Im leading from the business side of the project and I sit in the communications team.Im working with IT and a digital agency to build the new intranet and today Im going to talk to you about Overcoming organisational barriers to ensure Intranet Redesign success.

1700 employees.Thousands of volunteers.Intranet is the go to place for information primary communication source.The intranet is for everyone. Everyone uses it to find information. Every department keeps it up to date with information for staff.

ine Murphy Macmillan Cancer Support @aine_murphy #IntranetNow

2First up, Ill tell you little bit about Macmillan and our intranet.

We have 1700 employees.We have 100s of office volunteers who come and go at regular intervals (and if office based have intranet access.)Our intranet is the primary communication tool for all staff.The intranet is for everyone. Everyone uses it to find the information they need, and every department is responsible for putting information onto the intranet and keeping it up to date.

How is the intranet used?Every day.Peoplebank most visited page.People go to HR pages often.People go to the intranet to read the news stories.What problems do people face when using the intranet?

Search doesnt work.Site navigation doesnt make sense.Too much content.Content out of date.Peoplebank directory is not up to date.

ine Murphy Macmillan Cancer Support @aine_murphy #IntranetNow

So to kick off our intranet redesign project, we conducted a lot of research and analysis at the start. This included google analytics, interviews and focus groups and shadowing people using the intranet.So what do we know?We know that people use the intranet everyday.We know peoplebank is the most visited page.

And what problems do people face?Search doesnt work.Navigation is out of date, (built around departments and teams and the organisation has changed.)There are more than 15000 documents, 1000 pages and most of this is out of date. (No wonder people cant find their way around.)Peoplebank directory is not updated regularly enough, it surfaces staff and volunteers who have long since left Macmillan.3

To make it easier for staff to do their jobs...By building an intranet they can TRUST.

ine Murphy Macmillan Cancer Support @aine_murphy #IntranetNow

So with those problems in mind, the aim of our intranet redesign is to build an intranet which makes it easier for staff to do their jobs. And the only way we can do this is by creating an intranet they can TRUST. No-one trusts things that are broken, so we have to ensure the right systems are in place to ensure the new intranet works not only when it is launched, but into the future too.

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ine Murphy Macmillan Cancer Support @aine_murphy #IntranetNow

ProblemSolutionSearchTaxonomyNavigationSitemap built around userToo much content and content out of dateContent governance modelPeoplebank directoryOutside of the remit of this project...

5So to create an intranet people trust, theres a number of barriers we will need to overcome. The good news is the majority of these things will happen throughout the course of the project lifecycle.

Except:The peoplebank directory problem is a problem that needs to be resolved outside of the remit of this project. And as it is a process issue between HR, Volunteering and IT, it is technically not our problem to solve. However, if it is not resolved, we wont be building an intranet that people can trust as it will be out of date before we even launch the new product.So.

Identified who we need to work with.

Early conversations about the project. Shared the vision.Made sure they felt: Interested, Involved and Important.Supported them to see the business benefit and how this work will help them and their department.

ine Murphy Macmillan Cancer Support @aine_murphy #IntranetNow

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Bullet point text slideSecond line if requiredine Murphy Macmillan Cancer Support @aine_murphy #IntranetNow

ine Murphy Macmillan Cancer Support @aine_murphy #IntranetNow

7Working to the same time frames.Communicating regularly.Keeping people updated and abreast, and staying abreast of their work.Being open and honest.

Fully understand the problem you are trying to solve.Identify the people you need to work with. Get people on board with your vision. Help them to take ownership of the problem. Work together towards the common goal. (Then share in the glory.)

ine Murphy Macmillan Cancer Support @aine_murphy #IntranetNow

8Understand the problem. Do your research. Know what you are working with.Identify the people you need to work with. Get the conversations in early.Win people around. Get them on board. Support them to take ownership. Work towards the same goal and share the success. Thank them, include them in key messaging, this would only be possible with a little bit of help from your (new found) friends.

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