Much can be done to simplify search results pages, to make them easier to use for all staff to use.

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.

If intranets are to succeed, an upwards spiral must be created, where each success (no matter how small) leads onto further improvements.

Information must be managed on three levels within an organisation: corporate, team and individual. Tools and processes must be provided for each of the levels.