A case study on creating a global intranet that supports democracy worldwide.

There are both formal and informal ways of finding staff for user research

When conducting an intranet redesign in today’s environment, it’s commonsense to include a mobile element.

Intranet solutions need a clear business focus and an understanding of organisational factors.

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

Users are not all the same, and do not have the same needs. A key principle is therefore: you can’t usefully deliver information to users you haven’t personally met.

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

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

A successful knowledge management strategy must identify the key needs and issues within the organisation, and provide a framework for addressing these.

This briefing focuses on who to select for stakeholder interviews. It provides some general guidelines, and lists some areas of the organisation to involve.