Intranet to Digital
Workplace – Where are
we?
Analysis of 50 Task
Identification polls
16th April 2014
Copyright © Customer Carewords Ltd
Why has the Intranet failed to
achieve its full potential?




It’s a file server – a place to store stuff,
old content never reviewed or removed
A propaganda tool – a place where
management tell staff how good things
are
Organisation centric architecture – badly
designed navigation, horrible search
Lack of resources and very little
management
Why do we need a new approach?



Increasing recognition from management
that quality, fast information is a
competitive advantage
Innovation increasingly comes from
collaboration across organisation silos
and with third parties
Web technologies allow for greater
integration of systems
Searching takes
up to 2 hours per
day?
Hidden cost $14k
per
employee/year?
1 in 2 lacks
crossorganizational
information
70% of
customer
agents lack
information?
1 in 2 managers
overloaded with
information
http://www.flickr.com/photos/simon_aughton/
Source: The Digital Workplace by InfocentricResearch
More than half
of information
needed not
searchable
25% time loss
due to overload
63% make
critical decisions
w/o being
informed
Innovation
ProcessImprovement
Agility
Learning
organisation
http://www.flickr.com/photos/simon_aughton/
Source: The Digital Workplace by InfocentricResearch
Ability to
Change
“93% of all employees use an intranet
at least weekly, however, … mostly …
for basic functions such as company
directory, benefits information, and
payroll.”
http://www.flickr.com/photos/simon_aughton/
What's Holding Back Your Intranet?
Forrester's Web Site Review For Intranets Exposes Barriers To Use And Adoption
http://www.forrester.com/Whats+Holding+Back+Your+Intranet/fulltext/-/E-RES55142?isTurnHighlighting=false
The digital workplace is about creating a
seamless employee experience that helps
people quickly, easily and effectively do
their jobs.
• Disparate systems
• Poor management of information launch and leave culture
• Poor usability
• Silo culture
http://www.flickr.com/photos/simon_aughton/
Background


49,000 employees voted on their Top
Tasks
55 Organisations (UK, Sweden, Norway,
Denmark, Belgium, Holland, US,
Canada)
Method


Take the Top Tasks from each poll (top
75%)
Put each task into a class
Top Task Classes 2006 - 2014
About My
Company
8%
Products &
Services
13%
About Me
33%
Policies &
Guidelines
13%
News
15%
Find People
18%
Top Task Classes 2006 - 2010
NOT FLAT
Policies and guidelines need to be
available at the TASK
I need to
Book a
Taxi
What the
procedure for
authorising travel
by taxis?
Oh..I might need to
check how to
authorise that
Inconsistent Metadata
I need to
Book a
Taxi
Policies &
Procedures>Travel>Taxi
Authorization
Travel>Book a Taxi
Policies &
Procedures>Travel
>Taxi Authorization
Aaron Cole https://www.flickr.com/photos/awcole72/ License https://creativecommons.org/licenses/by-nc-sa/2.0/
News
New Model Launch
Task
Product
My Work
13%
What does the data tell us about where
we are on the journey towards the
Digital Workplace?
News, 15%
About Me, 33%
About My Company,
8%
Find People (by
name), 9%
My Work 33%
Tools &
systems
Find People
(Expertise), 9%
Products & Services,
13%
Policies &
Guidelines, 13%
Intranet
Digital workplace
Classification by organisation unit,
system or tool
Classification by task
Every tool / system different design
Seamless experience
Launch and leave
Continuous improvement
Collaborate within workgroups
Collaborate across silos
Buy new systems – ignore usability
Usability at the centre
Top down communications
News you can use
Poor metadata
Consistent joined up across silos
metadata
Distributed publishing – lots of people
publishing
Small professional teams