Determining what an intranet is actually for involves gaining an in-depth understanding of staff (and organisational) needs and issues.

Efforts should be targeted at improving the quality of key information, while applying lower standards to the majority of intranet content.

It is widely recognised that an intranet must be trusted, if it is to be regularly used by staff across an organisation.

Creating strong information scents allows users to confidently find desired content on websites and intranets.

All too often, centralised intranet teams find themselves battling with decentralised authors to enforce consistency and quality standards.

This case study presents the findings from five intranet reviews across a range of organisations, each with very different results.

Intranets must be more than just a dumping ground for ‘second-hand documents’ if they are to be successful. Instead, a radically different policy needs to…

Staff in geographically isolated locations are most reliant on information sources such as intranets, and yet in practical terms they are the hardest to reach.

This article introduces information architecture and provides guidelines for how to create an effective information architecture.

In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.