Presentation on Intranet Conference in Oslo, november 2014: How to turn your intranet into a solid business case. With four Danish examples from Intra2 | Share Intranet Real Practice

1. How to turn your intranet into a Solid Business Case
Mads Richard
Confex: Intranett 2014 – November 24th 2014

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Background
•Consulting company founded in 2000. Business implementation of intranet and digital workplaces
–Advice and coaching. Strategy and implementation. 80+ customers.
•Share Intranet Real Practice
–Online Community sharing intranet data and more than 3500 intranet screenshots from more than 250 Danish companies
–Join us at Intra2.dk
•Events
–Conferences, workshops, Intranet SiteSeeings, Groups of interests
–Next Event: Intrateam Event Copenhagen 2015 – February 25th – 27th
•Intranet User Survey and Benchmark
–In collaboration with Worldwide Intranet Challenge

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Presentation in two parts
•The digital landscape
–Intranet vs. Digital Workplace
–Traditional intranet vs. Social Intranet
•How to turn your intranet into a solid business case

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The digital landscape
MOBILE
Personal PC
Infoboard
Smartphone
Shared PC
Labtop
PDA
Tablet
STATIONARY

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The digital landscape
Internal
systems
External
services
Digital Workplace
Synergy
Availability

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Where is your intranet in the digital landscape?
Digital Workplace
Useful
Nice to
Business Critical
Internal
systems
External
services

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The digital palette
Library
•Navigation
•Search
News Channel
•Articles
•Updates
Tool
•Order and book
•Update data
•Report and approve
Meeting Place
•Contact
•Dialogue
•Collaboration
Pull
Self service
Push
Collaboration
Digital Workplace

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What’s your intranet?
Library
•Navigation
•Search
News Channel
•Articles
•Updates
Tool
•Order and book
•Update data
•Report and approve
Meeting Place
•Contact
•Dialogue
•Collaboration
Pull
Self service
Push
Collaboration
Digital Workplace
Traditional intranet
Digital workplace
Social intranet

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Useful
Nice to
Business Critical
Your intranet starting point
The digital landscape
The digital palette

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How to turn your intranet into a good business case
•Know your starting point
•Don’t try eating the elephant in one bite
–Divide the intranet into well defined business cases
•Find relevant, business critical problems
–With owners and budgets
•Help solving problems
–In dialogue with owners

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Selected Intranet Business Cases
•Bank
•Local Municipality
•Ministry of Foreign Affaire
•Public Supplying Company

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Intranet Business Case Bank
•Background
–Strong increase in customers demand for financial advice
•Problem
–Shortage of competent advisors
•Stressed advisors
•Different advice from different advisors
•Customers going to other banks
•Goals
–Shorter preparation time -> more customers pr. advisor
–More flexibility between advisors
–Quicker introduction for new employees
–Better and more standardized advice

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Intranet Business Case Bank
•Possible solutions
–Accepting present situation
•Saying no to customers
•Continue getting unsatisfied customers
–More training
–More standardized procedures
–More employees
–More employees working overtime
•Targeted portal for customer advisors
–Responsible: Product Managers

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Intranet Business Case Bank
See screenshots
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Intranet Business Case Local Municipality
•Background
–Strong increase in internal mails
•Problem
–Combined over- and under information
•Difficult for top management to reach all employees
–Time wasted in sending and finding relevant news
–Different versions of same news in different media
•Goals
–Slimmer, better and more relevant news flow
•Avoiding over – and under information
–Easier to find old news
•Avoiding personal archives and redistribution of old news
–Easier for news provider to select right channel
•Including top and local managers

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Intranet Business Case Local Municipality
•Possible solutions
–Letting go
–Mail governance:
•Restricted politic for mails to different target groups
•Shared news groups
–Other kind of media
–Education
•Segmentation and personalization
–Responsible: Communication

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Intranet Business Case Local Municipality
Before
Same front page for all
See screenshots
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Intranet Business Case Local Municipality
Same Segmented Personalized
After
See screenshots
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Intranet Business Case Local Municipality
•Effect
–No more ‘mails for all’
–Reduction up to 1/3 of department mails

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Intranet Business Case Ministry of Foreign Affaires
•Background
–Annual shift of responsibility and working location for 25% of employees - involving many different departments
•Problem
–Lots of manual working procedures in getting, checking and updating new data
–Bad service to employees being moved
–Many old or wrong data in phonebook – long time after the changes has taken place
•Goals
–Quicker and better service for moved employees
–More correct information in phone book – quicker
–Saving man hour

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Intranet Business Case Ministry of Foreign Affaires
•Possible solutions
–Accepting present situation
–More central employees
–Decentralization of responsible to local units
–Better and more standardized procedures
•One stop moving self service on intranet
–Responsible: Service Desk

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Intranet Business Case Ministry of Foreign Affaires
See screenshots
from this presentation on

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Intranet Business Case Water supply and sanitation company
•Background
–Management wanting higher quality in customer service
•Problem
–Difficulties for customer service to find relevant and available employees
–Customers hanging on pending phones
–Experienced employees used as interim steps
•Goal
–Less time used for finding relevant and available employer
–Minimizing sending customers around
–More satisfied customers

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Intranet Business Case Water supply and sanitation company
•Possible solutions
–Accept present situation
–Implement special competence overview in customer service
•Competence directory in phonebook
–Responsible: HR / Management group

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Intranet Business Case Water supply and sanitation company
See screenshots
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Intranet Business Case Water supply and sanitation company
See all screenshots
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Selected Intranet Business Cases
•Bank
–Targeted portal for customer advisors
•Local Municipality
–Segmentation and personalization of news portal
•Ministry of Foreign Affaire
–Workflow for annual change of locations
•Public Supplying Company
–Competence finder

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How to turn your intranet into a solid Business Case
•Know your tool / media / platform
–The long term potentials
–The short term capabilities
•Focus on the core business
–People, problems, goals and resources
•Help the business to find, implement and maintain good (intranet) business cases - themselves!

29. Mads Richard
mads@intracom.dk – Mobile +45 22 17 95 95
www.intracom.dk
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