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 be put in place.

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.

Paired interviews are a very effective technique for identifying differences in working practices or terminology.

Any intranets structured around the organisational chart are difficult to use. Before attempting a restructure, consider why this structure has been used.

The unspoken truth is that workflow often doesn’t work well in practice, leading to the question: is workflow the wrong metaphor?

You need to understand how staff look for documents in a business setting, in order to design suitable systems and classification schemes.