Call centre staff have important information needs that greatly influence the quality of customer service provided.

In this modern age, there is no reason to continue the 50 year-old practice of sending corporate newsletters.

Intranets can do much to support employee engagement initiatives and objectives.

When in the field, staff only want a few key things on their mobile devices, not the whole intranet.

Jargon can make it hard for even experienced intranet users to find what they need and to complete tasks.

Intranets filled with ‘blah blah’ landing pages can make it impossible for staff to find what they need.

Mobile devices are changing the consumer landscape, and organisations must have an enterprise strategy to keep in the game.

At any given point, intranet teams must be able to describe: where we’ve been, what we’re doing, and what comes next.

It is a mistake to assume that recognition that the current intranet is broken translates automatically into support for fixing it.

Understanding common and important staff tasks underpins every aspect of intranet design and management.