Blog category: Intranets

November 20, 2008 by James Robertson

Intranet ice age

Sara Redin has written an article on freeze periods for intranets. To quote: Freezing an intranet solution means, that for a period of time, content cannot be updated and preserved because the programmers are working on moving the old content from one system to another. A freeze period is something that ...

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November 17, 2008 by James Robertson

Make your intranet 2-way using ideas

Allen Huish writes about making your intranet 2-way using ideas. To quote: The concept is a great, practical development of web 2.0 - let anyone in your community create an idea and then let anyone else vote and comment on it. Then promise to do something about the ideas that ...

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November 13, 2008 by James Robertson

Intranets are the same the world over

I've made three major international trips this year, running workshops and presenting at events. Countries visited include the UK, US, Denmark, Switzerland and New Zealand. I've had the pleasure of talking with many intranet teams, and seeing a wide range of intranet sites. Similarities Coming out of these and previous trips, my ...

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November 12, 2008 by James Robertson

Is it worth asking people what they want on your intranet?

Allen Huish asks the question: is it worth asking people what they want on your intranet? To quote: A great example of this bias in surveys was when British Airways was designing its new 'Raid the Larder' concept in Club World. The team involved did the right thing and got ...

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November 12, 2008 by James Robertson

Content value analysis for intranets part 2 - a methodology

Patrick Walsh has outlined a methodology for a content value analysis of intranets. To quote: You will also need to record each page visited and the details of the assessment (I’m putting together a form that I am intending to use myself, if you want a copy please post a ...

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November 5, 2008 by James Robertson

Creating a new intranet: funnelling down to a solution

It's nice to be involved at the start of a brand new intranet, rather than improving (or fixing!) an existing intranet, which is the norm. It's also a fairly small (120 person) public-sector agency, so big-scale or complex methodologies are out. To help the project team think about the approach, ...

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November 5, 2008 by James Robertson

Juice and Jitter

Nathan Wallace, following on from winning an Intranet Innovation Award this year, has generously shared more information on his work: Juice: An innovative and user-centric approach to IT equipment and new starters. Jitter: Experimenting with microblogging in the enterprise. (You can also see a video interview with Nathan, talking ...

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November 4, 2008 by James Robertson

How to cut your intranet budget?

Janus Boye argues that it should be possible for most intranet teams to get more done with less. To quote: I want to take this discussion a step further: It may indeed be helpful for some to look at the intranet as a cost cutter, but actually it should be ...

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November 3, 2008 by James Robertson

Implementing enterprise 2.0 in the real world

Now that the hype of enterprise 2.0 is starting to settle, it's clear that there are many valuable approaches that can (and should) be put into practice. Intranet and information managers are busy, however, pulled in many directions by different stakeholders. Resources are limited, and senior management visibility is often low. ...

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October 30, 2008 by James Robertson

Intranets: measuring before and after

Intranets aren't owed a living, and we must demonstrate their value if we're to get the resources and support we need. As the technology landscape changes, this will become more important, not less. We've been talking about this for a while now. I recently argued that "minutes saved" on the ...

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October 29, 2008 by James Robertson

Context is everything with intranet content

Richard Dennison discusses how to incorporate user-generated content into an intranet. To quote: One of the things that I can’t tell people enough when talking about user generated content in an enterprise setting is that users MUST understand the context of the information they are consuming. For example, they must ...

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October 28, 2008 by James Robertson

Are intranet teams feeling the pinch?

The "managing an intranet during a recession" topic seems to be popping up all over the globe, and we covered it at last week's Intranet Leadership Forum workshop in Melbourne. Interesting, when we asked for a show of hands from those feeling the pinch due to the economic conditions, only ...

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October 27, 2008 by James Robertson

Why web 2.0 doesn’t work in the enterprise (yet)

Allen Huish looks at why web 2.0 doesn't work in the enterprise (yet). To quote: 1. Not enough people in your company understand it You would not believe the number of people who I meet who don't know what a blog is, haven't tried facebook, or used a wiki (although I'd ...

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October 27, 2008 by James Robertson

Intranets are not just intranets anymore

Shiv Singh writes about some of the assumptions about intranets, and how they may be changing into the future. To quote: I spent the better part of yesterday locked in a brainstorming room with a client and my team as we discussed what a next generation intranet should look like. ...

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October 24, 2008 by James Robertson

The intranet innovations I would like to see in 2009

Now that we've got this year's Intranet Innovation Awards out of the way, my mind starts to turn to next year. Intranets are continuing to evolve and grow in scope, and this is what I'd like to see entered into next year's awards: Enterprise 2.0 functionality seamlessly part of the ...

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October 22, 2008 by James Robertson

The importance of metrics

Allen Huish has written a timely post about the importance of metrics. To quote: I met up with some intranet managers the other day and there was a lot of talk of metrics. How many page views, how many users, who had clicked what and so on. The conversation swiftly turned ...

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October 21, 2008 by James Robertson

Positive feedback on Intranet Innovation Awards

We've had some positive feedback on the Intranet Innovations 2008 report, which shares the winners of this year's Intranet Innovation Awards. Recent comments include: "In a time where most organizations are forced to cut costs and going through difficult budget decisions, the Intranet Innovations Award provides numerous examples of innovative ...

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October 21, 2008 by James Robertson

25 reasons why saving time on your intranet is a bad metric

We've all heard the argument: if we can save staff 2 minutes a day looking for information on the intranet, we can multiply this out by the number of staff and the days in the year to get a huge productivity benefit. This can then be used to justify the ...

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October 20, 2008 by James Robertson

Three ways to update the staff directory

Internal phone directories and staff directories are only useful if the details in them are complete and accurate. This is not easy, and a mix of approaches will be needed. In general, there are three ways of keeping staff directories up to date: centralised updates self-service updating integration with other systems Centralised updates One common approach ...

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October 16, 2008 by James Robertson

Janssen-Cilag: Juice

Janssen-Cilag are a leading parmaceutical company within the Johnson & Johnson Family of Companies. They are also a Gold award winner in this year's Intranet Innovation Awards for Juice, their innovative intranet solution for ordering IT supplies. We recorded ...

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October 13, 2008 by James Robertson

Scottrade: Competitor Wiki

This year we held the awards ceremony for the Intranet Innovation Awards at the KMWorld & Intranets conference in San Jose. That gave me an opportunity to hand over more of the trophies in person, which is always ...

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October 12, 2008 by James Robertson

Intranet 2.0 survey: benefit from being involved

Toby Ward from Prescient Digital Media has kept open his intranet 2.0 survey, to ensure that the widest possible coverage is obtained. This is a very timely piece of research, and well worth being involved in, as 10 minutes of your time will give you a copy of the full ...

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October 9, 2008 by James Robertson

Start here: intranets

Over the last decade, intranets have grown to become a must-have tool for most organisations. Often built as a repository for key corporate information, they now play an increasing role in supporting the daily tasks of staff. We have published over 200 articles on intranets, along with best practices reports, presentations ...

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October 8, 2008 by James Robertson

British Airways: Crew Community Forums

At the beginning of my recent round-the-world trip, I went straight from touching down at Heathrow to the British Airways head offices nearby. Ignoring 24+ hours of jetlag, it gave me an opportunity to hand over the trophy for ...

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October 3, 2008 by James Robertson

Building a better Vic whole-of-government intranet

Craig Thomler has written about the Victorian Government's whole-of-government intranet, CentralStation. To quote: Being the only state government in Australia I am aware of with such a tool, I was surprised to learn that it had been originally created in 1996. To my knowledge that makes it one of the ...

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October 3, 2008 by James Robertson

Enterprising times - a case for search best bets

Nic Price has written a post on search engine best bets, in an intranet context. To quote: The top 25 search terms accounted for half of all searches. The top 50 terms accounted for 75% of all searches made. We tried searching for the top 10 terms, including “training”, “expenses”, “ariel” ...

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October 1, 2008 by James Robertson

Cut costs by expanding your intranet

Craig Thomler has written an article on cutting costs by expanding your intranet. To quote: It may seem counter-intuitive to some, but I often advocate increasing intranet funding during cost cutting exercises as a lower cost channel for engaging staff and sharing information. However for this to get traction, there are ...

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October 1, 2008 by James Robertson

Intranet names

Stephan Schillerwein has written a post about intranet names used in a wide range of organisations. To quote: Here’s a little collection of Intranet Names. Please feel free to add any intranet names your company might be using or that you know of by using the comment function on the ...

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September 30, 2008 by James Robertson

Best-practice approach to SharePoint team spaces

SharePoint is rapidly spreading through organisations at the moment, and in terms of team collaboration, this is a good thing. There is a very real need to be met, and it will require a mix of tools, including team spaces. That being said, we've argued before that the unmanaged spread of ...

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September 29, 2008 by James Robertson

What intranet CMS’s can learn from wikis

The "Wiki Way" is getting some traction at the moment, and it's often positioned as the replacement for "old fashioned" methods of publishing. In particular, wiki advocates target the limitations and failures of web content management systems, the tools most often used to publish and manage corporate intranets. Now, wikis are ...

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September 23, 2008 by James Robertson

Announcing the winners of the 2008 Intranet Innovation Awards

The winners of this year's Intranet Innovation Awards have now been announced. Global in nature, these awards celebrate new ideas and innovative approaches to the enhancement and delivery of intranets. Uniquely, the awards recognise individual intranet improvements, and not intranets as a whole. The awards are about improving all intranets, ...

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September 18, 2008 by James Robertson

“My sites”: do they work?

"My sites" is a concept coming very much into vogue at present, driven by the adoption of SharePoint and a range of other intranet and enterprise 2.0 platforms. The idea is to give each person within the organisation a place to publish their identity, share their links and collect together ...

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September 16, 2008 by James Robertson

Content value analysis for intranets

Patrick Walsh introduces the idea of content value analysis for intranets. To quote: Sampling would have to represent a fair percentage of the content and samples would have to be taken from several areas of a site or sub-site. Areas must be selected without bias. In an intranet with 1,000 ...

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September 12, 2008 by James Robertson

Achieving effective Enterprise 2.0

Martin White has written an article on achieving effective Enterprise 2.0. To quote: There is a lot of interest at the present time in the role that Enterprise 2.0 web applications can play in enhancing business performance. A recent global survey by McKinsey indicated that after an initial period of ...

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September 11, 2008 by James Robertson

Naming the intranet

When creating or relaunching an intranet, the question of whether to give the site a name often comes up. This briefing explores when to name an intranet, and how best to do it. Why name your intranet? Having a catchy and memorable intranet name is a great way of promoting the intranet. A ...

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September 11, 2008 by James Robertson

Simplify the search user experience

Out of the box, most search engines are poorly designed for the needs of general intranet searchers. Cluttered with complex features, these search tools can easily be overwhelming for staff who simply want search to work ‘like Google’. The first step that the intranet team should take when installing a new ...

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September 11, 2008 by James Robertson

Staff directories benefit from cross-linking

Staff directories (internal phone directories) can be much more than just a way of looking up contact numbers. In any large or complex organisation, they can also provide a way of ‘navigating’ through the relationships between staff, business units and locations. One of the key conclusions from examining successful staff directory ...

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September 8, 2008 by James Robertson

Intranet 2.0: the need for ‘lean intranets’

Patrick C. Walsh has written an interesting post on the idea of lean intranets. To quote: I think that a lot of senior managers are sceptical of Intranet 2.0 because Intranet 1.0 in many organisations is not providing the goods. Perhaps a new way of thinking about intranets is required. ...

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September 1, 2008 by James Robertson

Employee social networking at Sabre

Toby Ward has published a case study on employee social networking at Sabre. To quote: The results have been spectacular: 60% of questions are answered within one hour (one hour!); each question receives an average of 9 responses (9 responses!). The system has already led to more than $150,000 in ...

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September 1, 2008 by James Robertson

Easy Pickings

Patrick Lambe writes about the dangers of pursuing low-hanging fruit, and outlines his "REACH" planning model. To quote: Mary sums up brilliantly: “Collecting low-hanging fruit is a knowledge management tactic NOT a legitimate strategy. Strategy sets your goals and gives you a reason for the projects you undertake and the methods ...

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August 29, 2008 by James Robertson

Intranet 2.0 survey

Prescient Digital Media are running a survey on intranets 2.0, looking at adoption and plans. To quote: In response to customer and market demand for a detailed analysis of Intranet 2.0 tools (Web 2.0 tools used on the corporate intranet) used, considered and deployed by global organizations, Prescient is preparing ...

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August 29, 2008 by James Robertson

New Twitter group - IntranetWatch

Jane McConnell has just setup a private Twitter group for intranet teams, called "IntranetWatch". To quote: The idea of the group is to share links, questions, quick ideas among people involved in intranets. Members of the group will post intranet-related stuff to this group, but will not post personal and ...

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August 28, 2008 by James Robertson

Collaboration: leading by example

Collaboration: by stealth or by design, to a few or to all, in some form or other organisations are getting into it. Those that do, realise that there is more to collaborating than the mere introduction of tools. There is undoubtedly a large amount of online chatting, blogging and social networking ...

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August 28, 2008 by James Robertson

Two uses for wikis

Wikis are gaining rapid adoption with organisations at present, driven in part by the very visible success of Wikipedia, and other similar sites. While organisations are still learning how to use wikis in practice, it is clear that they can offer considerable benefits. Wikis can be used in many different ways, and ...

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August 27, 2008 by James Robertson

Planning & coordinating content migrations

Maish Nichani has outlined a methodology for content migration. To quote: You’ve spent months researching and redesigning your intranet or website. The wireframes and the sitemaps have done their job in communicating the benefits of the new design to the stakeholders and you’ve got good feedback from the users. The ...

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August 26, 2008 by James Robertson

Triangles of information delivery

This diagram captures some of my evolving thinking on intranets, information management and enterprise 2.0. It outlines three scenarios: Scenario A This is the "now" scenario, typical of most intranets and information management strategies. Information is mostly published at the corporate ...

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August 26, 2008 by James Robertson

Asking staff for feedback on your intranet

Craig Thomler has written about obtaining feedback on your intranet. To quote: To achieve these goals I've worked with my team, and others in the agency, to put some systems in place to capture information on the behaviours of intranet users and their usage of the system. We've also put several ...

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August 26, 2008 by James Robertson

Intranets can’t just be about conversations

Alex Manchester argues that intranets can't just be about conversations. To quote: Intranets can be fantastic connectors for employees. I mean, let's break the word down: intra (inside) net (network). To use them solely as top down information dumping grounds, as inferred above, is a waste and a misuse. I ...

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August 25, 2008 by James Robertson

What NOT to do with your intranet

Patrick C. Walsh has written an post on what not to do with your intranet. To quote: Don’t let it be a mouthpiece for the boss Where this is allowed to happen it can be the kiss of death for any intranet. If users feel that every time they access the ...

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August 19, 2008 by James Robertson

Changing an intranet from ‘talk at’ to ‘talk with’

Craig Thomler writes about changing an intranet from 'talk at' to 'talk with'. To quote: Our latest initiative in this area has been to add a page rating/feedback system, which allows any staff member, on most pages of our intranet, to tell us whether the contents met their needs fully, ...

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August 15, 2008 by James Robertson

People finder: searching without logic?

Vivek Deshmukh has written an article about improving search in staff directories. To quote: Our intranet provides many applications that have a people finder feature to help staff find each other. The goal in using this feature varies depending on the application and situation. For example, people may want to ...

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August 12, 2008 by James Robertson

The intranet team

Simon Goh has written a post on the intranet team that has worked well for him. To quote: It's been a 1.5 years intranet revamp project and what sticks at the back of my mind is to nurture an intranet team who would continue to sustain and improve this animal. ...

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August 7, 2008 by James Robertson

5 differences between Wikipedia & enterprise wikis

Stewart Mader has written an article on the differences between Wikipedia & enterprise wikis. To quote: Enterprise wikis and Internet wikis (of which Wikipedia and Wikitravel are examples) provide the same basic function - the ability to edit content in a web browser - but they differ in several significant ...

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August 7, 2008 by James Robertson

The value of engaging staff with your intranet

Craig Thomler has written about the value of engaging staff with your intranet. To quote: No matter how well designed, structured and written, an intranet has little value if it isn't top of mind for your staff. One of my primary goals in managing my agency's intranet is to ensure ...

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August 6, 2008 by James Robertson

Low value content is destroying your website

Gerry McGovern has written that low value content is destroying your website. To quote: The study also found that the ratio of content/data being accessed in the system versus new content/data being published was about 2-1. In previous studies this ratio was 4-1 or higher. This means that the rate ...

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August 5, 2008 by James Robertson

Using persona advocates to develop user-centric intranets and portals

Howard McQueen has written an article on using personas for intranet and portal projects. To quote: Persona development can be an enjoyable and rewarding group process that focuses and prioritizes audience segments. A longer-term benefit is that personas feed into the iterative usability testing and user feedback that will ...

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August 4, 2008 by James Robertson

Designing a different kind of intranet: an intranet for a UX team

Anirban Basu Mallik has written about creating an intranet for a UX team. To quote: Ideally, a UX team’s intranet should provide a platform where team members belonging to different disciplines --with their diverse profiles—can collaborate on design and research activities. Often on large teams -- especially in cases where ...

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August 1, 2008 by James Robertson

How we work (1): intranet needs analysis and strategy

At Step Two Designs, we do a lot of work relating to intranet strategy and management. While the hundreds of articles we've published are a very visible manifestation of this, we've realised that not everyone knows how this is reflected in our consulting practice. So this is the first ...

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July 31, 2008 by James Robertson

2008 Global Intranet Strategies Survey: now open for entries

This is the third year of the Global Intranet Strategies Survey, run by Jane McConnell. This is the definitive survey into intranet strategies, futures and realities. The survey is now open for entries, and it will close on August 31. The 2008 data will provide fresh input on current hot intranet ...

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July 31, 2008 by James Robertson

Intranet 2.0: the hype, reality and future trends

Intranet 2.0 - hype, reality & future trendsview ...

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July 30, 2008 by James Robertson

Drawing the lines - effectively structuring government online teams

Craig Thomler has written about structuring online teams in government. To quote: Some organisations make different business teams responsible for different products, services or brands - which lends itself to each team having responsibility for the website and online campaigns related to the products it manages. In these cases there ...

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July 29, 2008 by James Robertson

Intranets and social networking

Gale Langseth has written about social networking and intranets. To quote: For most businesses, though, any social networking seems to be too much. As soon as you start mentioning blogs and wikis to upper management, the backpedaling starts: "We can't do that, because people wouldn't get any work done." Explanations ...

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July 22, 2008 by James Robertson

How intranet teams should spend their time

Intranet teams need to use their time wisely. It is very easy to fall into the trap of dealing with urgent requests and problems, never actually making any progress. Effective intranet teams must plan up front how they will spend their time to deliver both short term and long term benefits ...

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July 22, 2008 by James Robertson

Should the intranet look sexy?

The design of public websites, particularly when they have a marketing or branding role, is vital. In these cases, a team of experienced graphic designers and front end developers work hard to create polished and beautiful designs. When it comes to intranets, however, is their 'look and feel' so important? Fundamentally, ...

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July 22, 2008 by James Robertson

Content migration: options and strategies

There is a lot of work involved in redeveloping and relaunching an intranet or website. The project management challenges start early, and it is easy to overlook the time (and effort) needed to migrate the content from the old to the new site. Yet, for its lack of visibility, content migration ...

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June 20, 2008 by James Robertson

3 surprises on the “relevancy list” for Intranet managers

Jane McConnell talks about a number of issues which aren't priorities for intranet teams. To quote: What bothers me the most is to see "Risk management" next to the bottom of the list. If we want the intranet to become a business critical tool, the way of working, the single ...

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June 19, 2008 by James Robertson

What’s hot now for intranet managers

Jane McConnell has released the results of a quick poll on hot topics for intranet managers. To quote: 1. We are getting back to intranet basics - that is to say (a) users finding what what need and (b) raising intranet awareness in general. The chart below shows the top 10 ...

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June 18, 2008 by James Robertson

Deciding what content goes on intranet and what content goes on a Document Management System

James Dellow has written about intranets and document management systems, and the relationships between them. To quote: Question: How do you decide what content goes on intranet and what content goes on a Document Management System. Is it an issue in your organization?

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June 17, 2008 by James Robertson

Starting to define the intranet brand

What is the intranet for? An easy question to ask, but surprisingly hard for many intranet teams to answer. To be successful, intranets must have a clear definition of their purpose and character. This underpins decisions about future directions, as well as current priorities and activities. Answering this question goes a long ...

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June 17, 2008 by James Robertson

Helping the intranet team win arguments

There are often situations where there is a difference of opinion between the central intranet team, and the decentralised authors, owners or stakeholders. Depending on the team, there may be situations where they aren't confident of tackling the issues, or winning over the decentralised groups. To help build team confidence, and to ...

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June 17, 2008 by James Robertson

ABCD for intranets

Like organisations, intranets are constantly evolving and never finished. Endless redesigns as the intranet changes departments or owners is not a long term or viable solution. At any given time intranet teams are faced with competing operational priorities from: different business units out of date or excessive content new technology solutions sponsor and/or business ...

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June 5, 2008 by James Robertson

Intranet 2.0: A must-have

Toby Ward has written an interesting post on the idea of intranet 2.0, to quote: There are a number of reasons why a corporation or a not-for-profit should adopt Intranet 2.0 tools. Enhancing communications and collaboration with employees, and improving employee investment and retention are primary considerations. But there’s ...

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June 2, 2008 by James Robertson

How to improve intranet content? (updated mindmap)

Thanks to all those who provided feedback on the earlier mindmap that we posted. We've now incorporated a range of changes and improvements, and have released version 1.4. ...

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May 21, 2008 by James Robertson

21 days of wiki adoption

Stewart Mader has published a series of videos covering 21 days of wiki adoption. To quote: Your competitors are using wikis. Your customers are using wikis. So are other employees in your organization. You need to use wikis too. It’s where your future is. And I’ll show you how.

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May 19, 2008 by James Robertson

Fixing appalling intranet search

Gerry McGovern talks about fixing intranet search problems. To quote: Intranet search is appalling because people don't want their content to get found, and the organization does not value the importance of finding.

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May 16, 2008 by James Robertson

How to improve intranet content? (a mindmap)

There are many ways of improving the quality and value of intranet content. To progress discussions on this topic, we've produced a mindmap that brings together almost a hundred ideas. Download the PDF ...

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May 14, 2008 by James Robertson

Intranets are not information dumps

Gerry McGovern has highlighted that intranets should not be information dumps. To quote: Maybe we distribute information so that people can become better informed. But what are these things we want people to become better informed about? And why aren't these things we want people to become better informed about ...

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May 12, 2008 by James Robertson

Don’t try to boil the content ocean

The phrase 'trying to boil the ocean' refers to tasks that are clearly and heroically impossible. This is exactly what most teams take on when they try to get every intranet page up to the same high standard. In the earlier article titled Intranet authoring: a hobby?, the role of ...

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May 12, 2008 by James Robertson

Searching more is not always better

The rise of enterprise search has put an increasing focus on searching ever broader collections of content and documents within organisations. While enterprise search projects generally start with simple intranet search, attention quickly moves to searching document management systems, collaboration tools, business systems and fileshares. Underpinning this work is the belief (or ...

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May 12, 2008 by James Robertson

Intranet (re)design wrap-up

So you're sitting at your desk and you have to redesign your intranet (or design one from scratch). Where on earth do you start? By any measure, this is no easy task. The multitude of factors that need to be taken into account can be overwhelming. Over the years, we have published ...

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May 9, 2008 by James Robertson

Intranet questions (Wellington, NZ)

The last two days I've been running a workshop in Wellington, New Zealand. A great group, and very vigorous discussions and debates. As ever, for the record, these were the "big questions" raised by participants at the beginning of the workshop: Homepage policy? Intranet vs document management? Process for delivering a business-effective intranet? Intranet redevelopment ...

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May 7, 2008 by James Robertson

Wikis in the Enterprise

Wikis are spreading like wildfire within organisations, driven by their quick setup and comparatively easy use. As yet, however, little has been written on how to make wikis work well. That is why the new report from J. Boye, titled Wiki in the Enterprise is so valuable. Many have written ...

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May 7, 2008 by James Robertson

Comment on pilots and avoiding training

Graham Oakes (based in the UK) emailed me a great perspective on my story about pilots and avoiding training. Here's his thoughts in full: One thing to consider behind this is what is the real corporate objective? A lot of this sort of training is done for compliance -- ...

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May 6, 2008 by James Robertson

User-centric UA and entry page strategies for better findability

Jane McConnell has written about the importance of intranet IA. To quote: 1. Define top level categories ( level 1 navigation) in user terms, not in terms of the source of the content. This results in categories defined according to subject or purpose (user populations who have similar needs). 2. Ensure ...

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May 5, 2008 by James Robertson

The four purposes of an intranet [+ audio]

| View As you may have noticed, I've been working steadily to capture some ...

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April 30, 2008 by James Robertson

16 days until the Intranet Innovation Awards closes

It's now only 16 days until entries for the 2008 Intranet Innovation Awards closes, on 16 May 2008. We're aware of a lot of organisations who are planning on submitting this year, so you don't want to miss out! Winners of the inaugural awards demonstrated a wide range of ideas, ...

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April 29, 2008 by James Robertson

5 ways to improve customer service in call centres

Iain Barker has written about 5 ways to improve customer service in call centres. To quote: Over the last few years I’ve conducted a number of contextual research studies in call centres. It is an interesting environment in which to conduct contextual research. Generally I’ve double-jacked in to calls, observing ...

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April 28, 2008 by James Robertson

Pilots and avoiding training

When in Melbourne this last week, we ended up in a crowded restaurant, sitting next to a pair of pilots. From one of the major international airlines, they were enjoying a 48-hour layover in Australia, between long-haul trips. Inevitably, the discussion touched upon intranets, whereopon they exclaimed: "Ours is awful! We ...

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April 24, 2008 by James Robertson

What do innovative intranets look like? [+ audio]

| View For those who missed my talk at the recent IA Summit in Miami, ...

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April 23, 2008 by James Robertson

Compliance is a dirty word

Alan Pelz-Sharpe has written about the issues with compliance. To quote: If there is one word I hate to hear used in this industry it's the word compliance. To me it's like fingernails down a blackboard, and frankly if I never hear it used again then I would be a happy ...

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April 17, 2008 by James Robertson

Questions to ask before replacing corporate email

Dennis McDonald has written an article on replacing corporate email. To quote: Email is not necessarily a good collaboration tool. This document discusses some of the questions you can ask about your organization’s current use of email and how improvements can be made. Also discussed is email’s impact on the ...

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April 16, 2008 by James Robertson

Language reality checkpoints - moving targets

Jane McConnell has written an article containing language reality checkpoints. To quote: Language strategies are moving targets, evolving along with your enterprise strategy and business and operational changes. You need to start by asking the right questions, then once you know what you’d like to achieve, see how technology can ...

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April 14, 2008 by James Robertson

Six phases of intranet evolution (including audio)

| View I've been talking about the evolution of intranets for some time now, at ...

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April 8, 2008 by James Robertson

Clean up your LDAP or Active Directory

A lot of intranet and portal projects aim to deliver functionality related to personalisation or customisation. This may involve tailoring information based on staff role, delivering news relevant for specific offices, or limiting access to information based on seniority. Any of these capabilities requires the system to know who staff are, the ...

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April 8, 2008 by James Robertson

Using cultural probes for intranet user research

Often it's difficult to tell exactly who is using an intranet, and how they are using it. Obviously, some research is required to help answer these questions, but what technique can capture the tacit knowledge without shadowing users in an uncomfortable and expensive way? A relatively recent research technique that can ...

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April 3, 2008 by James Robertson

A case for Movable Type as your Intranet

Gadgetopia have written an article on using Movable Type as your intranet. To quote: Here’s a fact: intranets don’t have to be crazy-complicated. Intranets are fundamentally about sharing simple information, which is not as hard as some people make it out to be. As simple as this is, most organizations ...

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March 27, 2008 by James Robertson

Communicating with employees who are not connected to the intranet

Jane McConnell has written a post on communicating with employees who are not connected to the intranet. To quote: Technology has advanced since then, and companies are doing things ranging from employee radio (a large bank in France is experimenting with this), videos in places where people collect, external web ...

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March 17, 2008 by James Robertson

Exploring the Intranet Hive (part 2)

This is the second of a two-part article on the Intranet Hive. For a complete view of the Intranet Hive, the two articles should be read together. The Intranet Hive is a new concept that provides awareness of the activities that underpin the ongoing management of an intranet. The Hive informs ...

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March 16, 2008 by James Robertson

Spam from corporate communications?

Jane McConnell has posted an interesting observation on "spam from corporate communications". To quote: This is the second firsthand anecdote I have heard recently where intranet users have complained about "spam from corporate communications". In the first case, a few months ago, it was an IT person who told me ...

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