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Session outlines

Intranets2012 features an extraordinary mix of talks covering practical topics and future thinking, with speakers from across Australia and around the globe. Read through the full details below, or see the conference programme at a glance.

International keynote: The promise and peril of internal social media
William Amurgis, American Electric Power (United States)

With the advent of social media inside the organisation, leaders can no longer control the message — if they ever could. With insights and perceptions flowing top-down, bottom-up and side-to-side, this session will explore key success factors and pitfalls to avoid. Specifically, you’ll learn how to:

  • Inspire and encourage employees—including top leaders—to participate responsibly.
  • Respond to concerns about misbehavior and misuse of time.
  • Focus the conversation and reinforce key messages.

William Amurgis (USA) is the director of internal communications at American Electric Power (AEP), a large electric utility serving 5.3 million customers in the United States. His group manages the corporate intranet, AEP Now, which was recognised by the Nielsen Norman Group as one of the world’s ten best in 2007 and received an Intranet Innovation Award in 2009.

He has spoken about intranets across North America and Europe, but has never visited the Southern Hemisphere (until now). He lives in Columbus, Ohio, with his wife and five children. (Also see our blog post and video about William.)

Yammer case study: engaging staff from the ground up
Rebecca Jackson, Melbourne Water

Since the first user logged on to Melbourne Water’s ‘freemium’ Yammer network in 2010, it has significantly grown and changed from a rogue platform with a handful of users to a widely recognised business system and key engagement tool with 670 users and counting.

Rebecca will take you through the growth of this unofficial business community where staff engagement happens at the ground level and is driven by individuals rather than a corporate voice. Including numerous examples of issues and benefits that can be applied to any enterprise community, this session will cover:

  • approaches to encourage growth and use
  • issues, management and metrics
  • building a business case the wrong way around

Rebecca Jackson is an Intranet Specialist working within Melbourne Water’s People and Safety group, managing the corporate intranet and Yammer network. She has a Bachelor of Business (Marketing) and a passion for social media, content and communication. Rebecca’s experience includes 3 years in Intranets / Internal Communications and 10 years in FMCG retail.

From FrontPage to SharePoint 2010 – An Energex case study
Kristy Long, Energex

An honest ‘from the trenches’ presentation which captures the experience of an intranet manager on a journey from FrontPage to SharePoint 2010.

This presentation gives an account of the trials and success experienced by an intranet team of one, on a journey that included supporting authors in a time of immense change. It exposes the difficulties of doing a SharePoint 2010 upgrade in an organisation with information management challenges and outlines how to quickly come to grips with a new technology to stay ahead of stakeholders and requests.

Some of the topics covered include:

  • supporting intranet authors through training and change … and when things go wrong
  • the importance of internal project governance … and what can happen without it
  • knowing what your intranet is really used for and getting the scope right
  • holding back the floodgates while you come to grips with the new capability and try to stay ahead of your stakeholders

After following a path of traditional studies in journalism and public relations, and starting her career in traditional communication roles, Kristy Long’s work has taken her to developing intranets for both the public and private sectors. Recently, she has also been focusing on and understanding how social media and technology can assist internal communication and deliver business benefits through innovation, engagement and knowledge sharing.

Next year, Kristy is hoping to combine her graduation from a Masters in Internet Communication at Curtin University with a well-deserved holiday in Western Australia.

Overcoming the fear: why the C-suite is secretly afraid of social intranets
Deane Barker, Blend Interactive (United States)

The push toward the "social intranet" commonly forgets one thing: fear. Decision-makers in the enterprise are often afraid of the social interaction on their intranet for reasons they can’t or won’t acknowledge (to you, or even to themselves). In this session, Deane will reveal the results of a study of this fear, what causes it, and what you can do about it in order to open up your intranet up to social transformation.

Key topics covered:

  • Some historical background on the separation between our personal and work lives; when, how, and why did letting our personal lives mix with our work lives become something less than acceptable?
  • The "Big Eight" fears the C-suite has about social interaction on intranets, which range from superficial and obvious concerns like productivity to larger (and perhaps more sinister issues) like the unspoken social contracts between management and labour.
  • Methods to circumvent and handle these problems before they arise, including ways to address these issues during the planning and pre-implementation phases of your social intranet project.

Deane Barker is Content Management Practice Director and founding partner at Blend Interactive, a web strategy, design and development firm in Sioux Falls, South Dakota. He has 16 years of web experience, including implementation of large-scale enterprise content management systems and intranets. Deane is a regular speaker on the content management and strategy circuit and writes about various web technologies at Gadgetopia. Deane is a current board member of Content Management Professionals.

Managing authoring communities: techniques, tips & tools
Krystal Gee, CRS Australia

Drawing upon her experiences managing large corporate intranets, Krystal Gee will present an insight into successful intranet governance models, and the tools used to support authoring communities.

Krystal will guide you through some of the key characteristics of a highly functioning intranet, including:

  • overall governance model, including the make-up of the CRSNet authoring communities
  • successful recruitment, induction, training and management of content contributors
  • sophisticated reporting tools that will transform your authors into a high performance team
  • overcoming challenges for a virtual team with competing workloads

Krystal Gee has nine years of experience in information management. She currently manages a large corporate intranet and authoring community. Apart from overseeing content quality issues Krystal is also responsible for the usability of intranet-based business tools and applications. Krystal has presented to a number of IT forums, as well as last year’s conference.

Aligning your intranet with your organisation’s vision
Andrew Wright, CIBA Solutions

Relating your intranet back the organisation’s vision or purpose is a critcal step in obtaining both financial and leadership support for your intranet. But how does this actually happen in practice? What does an intranet that is aligned to your company’s vision look like? How is it different to your typical intranet?

During this session, Andrew will be discussing a three-phased approach that will result in an intranet that directly supports your organisation’s goals. In a fast-faced presentation, you will:

  • learn how to use the key performance indicators (KPIs) that support your organisation’s vision to identify key tasks
  • understand the eight ways an intranet can support your staff to complete these key tasks
  • work through an example showing how this approach will result in a more effective intranet

Andrew Wright runs the Worldwide Intranet Challenge (WIC), an online benchmarking service that enables organisations to compare their intranets with other organisations. Over 25,000 people from 90+ organisations have completed the WIC. He also manages the Worldwide Intranet Challenge LinkedIn group, which has over 11,000 members. He has worked as a consultant on many intranet projects over the last 10 years for organisations such as AGL, Australian Unity, KPMG, Coles, ANSTO and many others. During the last few years, he has been involved in a number of SharePoint intranet projects.

Getting forms online and automating the workflow
Adele Ezzy, Sutherland Shire Council

The Online & Business Development Unit at Sutherland Shire Council was set up three years ago to look at innovative changes within the online space. In 2009, the unit launched its staff intranet (Compass) giving staff access from home, and 2010, a new public-facing website. Then 2011 focused on online tools, and forms in particular. This case study looks at the journey of the online forms project, from catering forms to conference application forms, and employee of the month submission forms. Key questions will be explored:

  • Where are the intranet forms created and stored?
  • What back end systems were used to store the data entered by the user?
  • How does the workflow know who to send to next?
  • What if people are ‘acting’ or on extended sick leave and have forms waiting for approval?
  • How does the submitter know where the form is up to in the approval process?

For the past 3 years Adele Ezzy has been setting up a new business unit at Sutherland Shire Council called Online & Business Development, charged with launching Council’s new Intranet as well as Council’s websites. One of her team’s latest projects has been bringing Intranet forms online and automating the workflow, as well as giving staff the ability to submit them from home.

Transforming intranets with social software to drive performance and value
Dion Hinchcliffe, Dachis Group (United States)

This session explores how to drive better business outcomes on the corporate intranet. Using case studies and recent success stories, the path to hard-won results is identified and explored with a particular focus on the way social software can increase participation, co-creation, and collaboration. The session will primarily look at companies and intranet implementations that have significant impact to the bottom line or have otherwise been particularly transformative.

The session will cover:

  • case studies and success stories of social intranets
  • solutions and techniques for usage and adoption
  • new technologies: social integration, analytics, and gamification
  • latest ROI data for social intranets
  • best practices and lessons learned
  • how to build a roadmap and playbook for a social intranet

Dion Hinchcliffe is an internationally recognised thought leader and practitioner in the areas of information technology, 21st century business strategy, and next-generation enterprises. A veteran of enterprise IT, Dion has been working for two decades with leading-edge methods to bridge the widening gap between business and high technology. He has extensive practical experience with enterprise technologies and he consults, advises, and writes prolifically on social business, IT, and enterprise architecture. Dion still works in the trenches with clients in the Fortune 1000, government, and internet startup community and is currently Executive Vice President of Strategy at Dachis Group. He is also a frequent keynote speaker and is co-author of two books on 2.0 subjects including Web 2.0 Architectures from O’Reilly as well as the just-published Social Business By Design (Wiley, Spring, 2012.)

Delivering a Sharepoint intranet in a professional services firm
Judy Kearney, Allens Arthur Robinson

When Judy Kearney first saw SharePoint, more than ten years ago, she couldn’t wait to use it. A decade later, some days, she wants to wash her hands of it. In this session Judy will draw on this real-world SharePoint experience and discuss:

  • what SharePoint is, and what it’s not
  • the steep learning curve for the (non-developer) intranet manager
  • why the first step in coming to terms with SharePoint is accepting that it is ultimately too big and too complex to ever know all of it
  • why, after all of this, she is committed to building Allen Arthur Robinson’s new intranet on SharePoint

Judy Kearney is the Intranet & Projects Manager at law firm Allens Arthur Robinson. As part of the firm’s Knowledge Services department, Judy’s role is to head up the intranet team,
managing the intranet as a strategic business tool, and developing and managing knowledge products and services using web-based and other technology solutions. During the planning and rollout of of the firm’s new intranet, Judy has learnt a lot about SharePoint and its many tools, and has overcome some small, large and unexpected challenges.

Personas: a tool for empathy
Steve Baty, Meld Studios

Experience shows us that the most successful change management, transformation and innovation projects rely on a deep, empathic understanding of the people — customers and staff — engaged in the ‘thing’ being designed.

Personas are one way of capturing and reflecting staff needs. They are well-suited to communicating and engendering empathy for the people involved in your solutions and describing the behavioural differences among your users. These representations of your customers can be used to inform:

  • intranet design activities
  • organisational transformation initiatives
  • change management projects
  • product and service innovation projects

Steve Baty, principal at Meld Studios, has over 15 years experience as a design and strategy practitioner. Steve actively contributes to public discourse on these topics through the design community, articles and conferences.

Steve serves as President of the Interaction Design Association (IxDA) and sits on the Good Design Council of Australia. He is the founder of UX Book Club; co-Chair of Australia’s UX Australia, Service Design, and Agile UX conferences; and served as Chair of Interaction|12 – the annual conference of the IxDA for 2012.

Create your own homepage policy in 45min
Rebecca Rodgers & Catherine Grenfell, Step Two Designs

Creating intranet policies, guidelines and other governance documents can be daunting and often put to the bottom of the intranet manager’s to-do list. This can place intranet managers in a difficult position when having to defend the homepage from its own popularity. With the homepage being the most coveted piece of online real estate in your organisation, you need to protect it with a policy.

This hands-on session will tick off one of the key intranet policies. At the end of the 45 minutes, you will walk away with a draft homepage policy and all we ask is that you bring along a screenshot of your homepage and be ready to create!

Rebecca Rodgers is a senior member of the Step Two Designs consulting team, leading up the Brisbane office. Rebecca brings over 15 years experience on a variety of large projects in the corporate, university, government and energy sectors. Recent clients include Energex, Queensland University of Technology, RoadTek, CS Energy, CRS Australia, Coca-Cola Amatil, Brisbane City Council and Commonwealth Bank. Her focus is on intranets, usability and user centred design with a proactive approach to process and methodology improvements in business. She is an energetic and engaging speaker with recent workshops held in both Australia and the US.

Catherine Grenfell is the manager of the Intranet Leadership Forum at Step Two Designs. Catherine has many years of hands-on experience leading and implementing a wide range of intranet and information management solutions. This includes roles at NZI Insurance, AMP and Blake Dawson.

Ausgrid powers up The Wire using SharePoint 2010
Tyson Nutt, Ausgrid

When creating The Wire, Ausgrid made a conscious decision to create an intranet that stands out from the crowd. Pushing the boundaries of user-centred design, integrated user profiles, multi-faceted search, and a redesigned interface shows what is possible with the SharePoint 2010 platform.

This case study talks you through the most important components of The Wire, and gives you insights into making your next project a standout success.

Tyson Nutt has been hooked on the internet since the days of Netscape — back in a time when people used search engines other than Google! Over the years, he has criss-crossed between the worlds of internet and intranet design; creating sites for companies ranging from government organisations through to creative projects for Adidas and Tourism Australia. In his time at Ausgrid, he has delivered a number of web and intranet projects, including The Wire, the public website, along with some interesting microsites and internal applications. With a passion for all things digital, he loves to understand how things work, and push the boundaries of what is normally expected.

Plenary session: Five ideas that will transform intranets

Intranets are on the cusp of huge changes, driven by technology and social revolutions in the wider community. What will intranets look like in five or ten years’ time? Which of the current hot topics will have the greatest impact on in intranets?

In this high-energy session, five of our international speakers will be invited up on stage to make their case. Each speaker will get five minutes to pitch their idea, followed by five minutes of questions from the audience. And then you vote, and a winner will be declared!

This is a “Dragon’s Den” style session, where you — the audience — are the judges. Be prepared to be inspired and challenged!

International keynote: The three pillars of intranet success
Martin White, Intranet Focus (UK)

Intranet plans can get overloaded with words and wishes. Martin’s initial training as a chemist showed him the power of diagrams, enabling complex issues to be captured in something as simple as a hexagon. In his presentation Martin will talk about the benefits of using diagrams and stories to communicate fundamental concepts of intranet excellence with examples illustrated by triangles and a hexagon and stories from client engagements.

In his presentation, Martin will be focusing on:

  • the inter-relationship between information, technology and governance
  • the importance of search
  • making good connections
  • location-independent intranets

Martin White is the author of the Intranet Management Handbook and three other books. Over the last twelve years most of his work has been developing long-term intranet and information strategies for companies in the UK, Europe and North America. He is based in the UK.

Personal and huge: rolling out a new intranet to 120,000 people
Karina Smith & Ellen Geraghty

How does one go about designing and rolling out a new staff portal for the largest organisation in the Southern Hemisphere, with staff who range from school teachers in rural and remote New South Wales right though to tech-savvy corporate users?

In this session we will share the trials and tribulations, and lessons learned – including design, communication, implementation, and service management – in delivering a new personalised, audience-targeted staff portal with integrated social media to the 120,000 staff of the Department of Education and Communities.

Karina Smith has been working in the field of online user experience and visual design in both the private and public sectors for over 15 years. Karina currently works at the NSW Department of Education, and is focused on improving internal communications and employee engagement through the staff portal channel and social media.

Ellen Geraghty has been working in communications for over ten years, starting out as a radio producer at the ABC and then moving to communications project work. Having recently completed a Masters in Knowledge and Information Management, Ellen currently works at Foxtel heading up their intranet redesign project.

Building shared understanding to complex problems
Paul Culmsee, Seven Sigma

Deploying a lasting successful intranet is about alignment, adaption and adoption (all that "people stuff" that geeks suck at). It is therefore common to hear consultants wax lyrical about how we have to align to "business goals". While this and other popular clichés like "obtain executive support" or "obtain user buy-in" are easy to say, in practice they are much harder to do.

Paul has an extensive background as a facilitator and sensemaker on many complex non-IT projects. In this session, Paul will draw upon this work, as well as from his recent award-winning book The Heretic’s Guide to Best Practices, to offer practical guidance, tools and methods on how to align your intranet to what the real organisational needs are, while building the understanding and commitment to see it done via an inclusive, collaborative approach.

Key session takeaways:

  • understanding the difference between complex and complicated problems
  • why intranet problems are often complex
  • how to recognise the clues
  • avoiding the common traps of complexity
  • highly effective techniques to solve wicked intranet problems

Paul Culmsee is the co-author of The Heretic’s Guide to Best Practices: The Reality of Managing Complex Problems in Organisations. Paul is an internationally recognised expert in the field of SharePoint governance, sense-making, strategic planning, IT governance and facilitation.

Collaboration: something old, something bold, something cold
Michael Sampson (New Zealand)

Collaborating effectively is viewed as an essential capability for many organisations today, both on and off the intranet. But making collaboration work requires more than just having the latest social gizmos and mobile gadgets available. To guide your journey to effective collaboration, Michael will set a framework of something old, something bold, and something cold:

  • Something Old is that collaboration is a human discipline that we’ve been doing in various forms for a very long time. Even the idea of supporting remote collaboration is not new, dating back hundreds of years.
  • Something Bold emphasises the need to rediscover the underlying cultural values of effective collaborative work, both in person and through intranet-powered means. These values require support and encouragement within our organisational cultures, so that the environment is ripe for effective collaboration.
  • Something Cold presents recent research on different personal preferences to in-person and remote collaboration, highlighting the difference between extroverts and introverts.

Michael SampsonMichael Sampson is passionate about helping organisations to make collaboration work. Based in New Zealand, he is globally recognised as a thought-leader on collaboration tools and strategies. Michael has written four books on making collaboration work: Collaboration Roadmap, User Adoption Strategies, SharePoint Roadmap for Collaboration, and Seamless Teamwork.

From word to WCAG 2.0: solving accessibilty challenges
Rachel McAlpine, Contented Enterprises Ltd (New Zealand)

Technically, you’ve got an accessible intranet. But how are your content authors coping with their web accessibility (WCAG) compliance obligations?

They never signed up for this! They all publish intranet content that should be usable, findable, and accessible. Are they to struggle from Word to wikis and now WCAG 2.0? This session will help you better support your content community to meet accessibility standards.

Meet Rob of Risk Assessment, Holly of HR, and Opal of Office Supplies and see how you can:

  • bridge the divide between accessibility concepts and what this means in practice
  • arm content authors with what they really need to know
  • find practical ways to upgrade authoring capability

Rachel McAlpine is the author of Write me a web page, Elsie! and many other books. Since 1996 most of her work has been helping knowledge workers to write digital content that’s usable, findable and accessible. As owner-director of Contented Enterprises, Rachel finds ingenious ways to bridge the gap between intranet teams and the mass of non-IT staff who use intranets.

Bringing it all together: developing the QUT intranet strategy
Natalie Ryan, QUT

Queensland University of Technology has many intranet elements, each managed by a different organisational area; the result is a patchwork of competing tools and spaces. While the majority of applications are managed centrally, content is managed by individual faculties, and collaborative tools are a hybrid of the two. The QUT "intranet" is not owned or driven by any identifiable area, and the overall landscape is highly complex. A recent initiative is working to change this through a University-wide intranet strategy based on a shared vision.

This presentation will address the particular challenges of defining a shared intranet vision in a highly fragmented environment:

  • navigating the landscape: tools, spaces, and service owners
  • you’ve got to give something to get something: selling the idea of cooperation
  • time and timing: organisational restructure and project fatigue
  • what is the intranet anyway: defining our vision and audience

What went well, what went badly, where are we now and what happens next? Laugh, cry, learn and grow along with this rollicking tale of intranet strategy development.

Natalie Ryan is the Information Management Coordinator for the Division of Technology, Information and Learning Support at Queensland University of Technology (QUT). Based in the QUT Library, Natalie works closely with Information Technology Services and other areas across QUT to provide information management advice and support for collaborative tools in general and SharePoint in particular. Natalie holds a masters degree in Information Management and has a background as a corporate librarian.

10 design thinking principles for intranets
Vernon Meyer, AMP

Intranets need to play and compete in the same spaces as consumer sites. However, they are typically put together using traditional enterprise techniques and tend to deliver traditional intranet outcomes.

In this session, derived from AMP’s progressive intranet journey that’s seen the organisation win multiple intranet awards, Vernon will define 10 key design thinking principles for intranets — from fundamental to advanced — and provide practical insights to help you build a great intranet in your own organisation.

The session will include:

  • a walk through of a design thinking approach and the hypothesis underpinning it
  • practical design principles to assist you on your journey
  • a sneak peek into the future state of AMP’s "social by design" intranet

Vernon Meyer is passionate about enterprise and consumer innovation, knowledge of emerging technologies and trends and learning through experimentation. He is a strong advocate of design thinking and a customer-back approach for product development. Recent success in this field was recognition in the 2011 Nielsen-Norman Group Intranet Design Annual, and the Constellation Research Group SuperNova awards.

Creating a governance framework — stop talking about it and write one
Damien Battisson, DEEWR

Politics, control, ownership and standards are all pieces of the intranet governance puzzle. Without a well defined governance model your intranet will not survive the inevitable impact of competing interests and stakeholder priorities – communications, IT, human resources and multiple business owners.

This session will explore the meaning of governance and provide a roadmap for organisations to establish a collaborative governance model.

  • what is intranet governance and why is it important?
  • what to include in a governance framework
  • establishing a collaborative governance model

Damien Battisson specialises in innovative online engagement, collaboration and training solutions. Damien has worked in diverse roles including tertiary education, IT project management, training and development, community consultation and stakeholder engagement. Damien’s international experience includes 5 years in Amsterdam where he worked with several large scale financial institutions implementing online collaboration and knowledge management solutions.

The "I don’t want to learn anything new" intranet — a SharePoint intranet for 21 to 75 year olds
Dorje McKinnon, Lincoln University (New Zealand)

Spending your intranet project on SharePoint rather than your staff is all too easy. Implementing a 2010 SharePoint intranet without any development work and delivering value to senior staff as well as day-to-day users in our complex university environment taught us hard lessons. This session will cover:

  • the value of contextual enquiry
  • solutions to project disasters
  • great plans and financial reporting
  • culture change by exposing HR data

Dorje McKinnon is passionate about intranets, and was responsible for setting up the first open online intranet discussion forum in New Zealand, Kiwi Intranets. He has subsequently spoken, organised, agitated, taught and chaired within the intranet space. He has extensive experience running intranet projects, and delivering value to complex organisations via intranets. He is currently the Online Services Manager for Lincoln University New Zealand.

Service design for intranets
Maish Nichani, PebbleRoad (Singapore)

Better services lead to better lives. We see it all around us. An online money transfer service, for example, saves us a drive to the bank (and the wait time there).

The dependence on information and the availability of new channels such as mobile phones and tablets has opened up the space for offering better, more personalised services. This holds true for the intranet as well.

  • How can we discover new services for staff?
  • How can we design them better?
  • How can we make use of the different channels?

In this talk, I’ll show how principles and methods from the emerging discipline of service design can be applied to discover new services or fix existing ones, all with the aim of helping staff get their jobs done in a faster, smarter way.

Maish Nichani is Founder and Principal of PebbleRoad Pte Ltd, a user experience consultancy based in Singapore. Maish has been involved in the design of intranets for different organisations, from health and trade promotion agencies to entertainment and product companies. Maish is also author of two eBooks on intranets: Manager’s guidebook on intranet redesign projects and Organizing digital information for others.

Learning through collaborating and "lurking" online
Mandy Geddes, Institute of Executive Coaching

Online learning can be so much more than a one-dimensional content-student experience such as delivering training videos or materials through a web site. It can also be about using social tools to build a community made up of facilitators, moderators, students, practitioners and experts who can share their experience and knowledge in a rich way.

This case study will show how the Institute of Executive Coaching (IEC) developed an award-winning blended learning solution that is efficient, practical and fun, while meeting key objectives, including:

  • building 100% online participation among students
  • appealing to multiple users, diverse cultures
  • creating an experience that is closely aligned with a face-to-face learning/teaching style
  • delivering true social learning with rich online interaction with content, between participants, moderators and subject matter experts
  • helping participants to complete their entire training in a shorter time frame
  • embedding learning more effectively
  • building an enduring community of expert alumni
  • keeping within financial and resourcing constraints

This case study has lessons for any team attempting to build social communities and deliver people-centred learning solutions through technology.

Mandy Geddes is General Manager, Education at the Institute of Executive Coaching. As GM, Education, Mandy manages the Institute’s insanely popular organisational coach training program in Australia, Hong Kong and Shanghai. She is also the first point of contact for over 2,000 alumni members online in our alumni community of practice, and the online moderator for the online part of this blended learning program. Mandy was a key part of the Institute team that developed an award-winning social learning platform in conjunction with Headshift Australia.

Closing keynote: Intranets that surprise and delight
James Robertson, Step Two Designs

Ok, so we all have an intranet, but it seems that staff can’t be forced to love it. Perhaps this is because we’re setting our sights too low: aiming to reduce frustration, when we should be delivering surprise and delight.

This inspirational closing keynote will explore the future of intranets, reset expectations and ambitions, and show what great teams have already been doing.

The session will share:

  • key words to guide the future of intranets
  • the importance of making intranets essential
  • award-winning intranets that are showing the way
  • questions for all intranet teams to think about, now and in the future

James Robertson is the author of Designing intranets: creating sites that work, the first textbook for intranet teams, along with What every intranet team should know and almost a hundred articles. As managing director of Step Two Designs, James has worked with many high-profile organisations, both within Australia and internationally, and has keynoted events in a dozen countries.