Intranet Now – October 2019

This time with…strategy

It feels a little odd to be back at One America Square so soon after the last Intranet Now conference, not that I’m complaining. The previous Summer Edition was an experiment that I very much enjoyed (Intranet Now 2019 Summer Edition), and it is always a pleasure to immerse myself in the event.

Fintan Galvin (Invotra)
The elements of a strategy

Fintan Galvin presenting at Intranet Now

If what the attendees really needed to wake them up was a head-to-head comparison of the strategies of Ghengis Khan and Dominic Cummings, then it worked.

The theme of the conference was “the impact of a strategic digital workplace”, something Fintan admits he’s obsessed with. He neatly sneaked in a little plug for Invotra’s strategy of embedding customer focus in their culture, and contrasted that with their tactics to achieve that.

Fintan made a number of memorable contributions.

For many, Fintan’s comment that being a Google or Microsoft house is not a strategy that will go down well. I imagine there will be a few more raised eyebrows at “an intranet is not a digital workplace…a digital workplace is made up by a digital ecosystem”.

For me, the comment that made Fintan’s keynote was that “intranets are the most flexible systems in any ecosystem. This makes it harder to draw strategic lines.

I’m not sure I see that as a bad thing. If we see the intranet as a tool that has the strength and the flexibility to take the load, to try things out, to learn more and subsequently move them elsewhere, then that’s a good thing. Think, perhaps, how easy it is to build a tool in SharePoint with a list or series of lists behind it. This can be seen as a strength, and the lessons learned can be turned into a proper solution. Even if the only lesson learned is that the demand wasn’t sufficient or the admin burden was higher, then the strategy will have paid off.

John Baptiste-Kelly (Wellcome)
Measuring the value of a user-centred approach to intranets

The first in-house practitioner on stage, John highlighted a product team approach to researching, building and running an intranet, in contrast to hiring a consultancy or buying an intranet-in-a-box product.

Certainly, Wellcome’s Trustnet looks successful. Many will envy the statistic that 98% of employees will visit it in a 2 week period. Admittedly, Wellcome Trust has a highly-educated workforce, but the statistic that 45% of employees have posted an article in the last year is one to be admired.

Melissa Masterson (The AA)
One small step back, one giant leap forwards

It’s a little unfortunate that the thing we’ll remember from Melissa’s engaging talk is that jellybeans go down well as an intranet promotion tool. Melissa, very honestly, admitted to knowing very little about intranets when taking her role, and thinking the AA intranet could be relaunched in 6 weeks.

What the talk should be remembered for is in-depth research, supported by Scarlett Abbott and an impressive launch that reached a large proportion of the remote workforce – 87% of colleagues accessed the service.

Kelly Freeman (Interact)
Zhuzz up your content strategy

This was a really practical introduction to improving the quality of your intranet content, and of getting the right content for the right reasons. As Kelly says “What is the point of spending tens or hundreds of thousands of pounds on your intranet if you’re not trying to get it as right as you can?

Kelly made three key points: define your goal, understand your audience, and audit against user needs. I particularly like the last. Her pup of intranet content will also go down in Intranet Now fame.

Martin Stubbs-Partridge (Scottish Natural Heritage)
Alignment: a series of leaps

Martin shared a case study of the ups and downs of intranet at Nature Scotland. Hard work and research weren’t enough to guarantee success, but the arrival of a new CEO and her cycle ride around nature sites across Scotland helped change the way colleagues communicate and collaborate. I’d like to see more with this level of honesty.

Hannah Moss (Wilmott Dixon)
Give the people what they want! (Then measure it)

Another positive case study, this time looking at bringing in Office 365 at construction firm Willmott Dixon. It’s clear that good understanding built on good research has contributed to its success. I particularly like Hannah’s slide of a decision tree showing what tool to use for a variety of different activities.

Diagram of Hannah Moss’s which tool to use when.

Simon Hudson (Cloud 2)
Martin Hutchinson (Berkshire Healthcare NHS Foundation Trust)

Digital evolution in the workplace

A case study from Cloud 2 customer and now a convert to Microsoft Teams. Martin Hutchinson was a strong advocate but seemed keenly aware of some of the risks of getting things wrong. It would have been great to see the solution in action.

Kurt Kragh Sørensen (IntraTeam)
The Impact of a digital workplace strategy

Kurt’s benchmarking graphs have become a familiar sight at intranet events, and are full of rich information. My main takeaway this time is that Enterprise Social Networks are most successful when properly embedded in the digital workplace.

Greig Rutherford (Standard Life Aberdeen)
Not a long jumper

From the grand scale to a very specific research tool. Greig talked about a digital diary to really understand the tools being used by colleagues across the company.

The team used an app to survey 22 people over the course of a week, and a real-time dashboard enabled the team tweak it while in progress. This feels obvious, but we should try to remember Greig’s finding that when under pressure, people revert to the tools they know, and that tends to mean email.

James Mowatt (WM Reply)
The intranet of now

Talking about WM Reply’s client British American Tobacco, James underlined some of the problems facing a company of 42,000 employees across 185 countries. A little more detail would have been appreciated, but it was good to see the benefits of rebalancing effort from development towards UX and engagement.

Annette Corbett
Auditing your intranet content

Annette’s comment that “Auditing is the Spanx of your strategy as it puts you in good shape” will be remembered for years of Intranet Now to come.

Slide by Annette Corbett on common questions being asked about intranet content: “Which of the versions of the Travel and Expenses policy is the right one”, “That content was last updated in 2014 - is it still relevant?”, “But what do the labels in the global navigation actually mean?”

And the remainder of the talk was full of good advice for auditing content. Looking forward, Annette suggests turning your audit into a working document so that you continue to benefit from your efforts.

Charles Fenoughty, Sequel Group
Do, know and feel: A framework for understanding the modern workplace

Do (personal productivity and group productivity), Know (work information and practical comms), and Feel (communication) is a great lens to help plan your digital workplace. I don’t think it is perfect, but it’s a very good start.

As if that wasn’t enough, his Venn diagram will provoke a lot of debate more down to the positioning of IT, HR, and internal comms. The four sets of information, communication, collaboration and transactional process are a very good way consider the roles of a digital workplace.

Mark Owen presenting the next generation of Affinity Water’s briefing tool
Mark Owen presenting the next generation of Affinity Water’s briefing tool

Mark Owen (Affinity Water)
A briefing counter – are they the one?

Another dive into a detail, this time with the challenges around a team briefing communication. Following a significant spell of design research, the team at Affinity Water came to understand the problem that email briefings were not being cascaded to all the people who needed them. Mark showed an impressively modest solution using Microsoft PowerApps to monitor the reach of these communications. This has helped to improve targeting and increased participation.

Jon Ingham
Linking the digital workplace and organisation design

Jon is an experienced speaker and consultant, but new to the world of Intranet Now. Nevertheless he was an excellent addition to the conference, and a lot of us were contemplating buying his book The Social Organisation.

It was a healthy reminder that businesses have been trying to reorganise themselves since long before intranets, and that perhaps those of us who see things from a digital-first perspective really ought to be seeking out insights from the likes of Organisation Design.

Tanya Burak, Chris Tubb, Tony Stewart
Debate: Governance, it’s all about the G-word

The day concluded with a debate on governance. Tanya from Savilles argued for a light-touch form of governance, albeit with a firm foundation of understanding.

Chris, a consultant and co-founder at Spark Trajectory, took the opposite position, that without strong governance “you are not an intranet manager, but an intranet observer.”

Between these positions, sat Tony from consultancy Scarlett Abbott, arguing for greater nuance.

It was a good discussion with strong questions from the audience, and became more heated than I would have expected. My favourite contribution came from Charles Fenoughty, who suggested that the sides of the debate weren’t so different, but the problem was in fact being viewed from different positions. The word I wrote down while considering this was “provenance”, perhaps it isn’t governance we need, more a better way of measuring the quality and lineage of information.

Intranet Diamond Award

Having been invited to speak at his IntraTeam conference in Copenhagen this year, I could hardly disagree with the choice of Kurt Kragh Sørensen for the award. Kurt has been a major contributor to the community for years, he is a big supporter of new speakers, and never less than great company. He is, after all, the vegan who cheerfully eats salad while his guests tuck into multiple varieties of traditional Danish pork on the first night of IntraTeam.

Wedge and Lisa presenting the Intranet Diamond award to Kurt

Conclusions

One of the delights of the Intranet Now format is that it has room for the grand scale and the detail too. That we could see Greig Rutherford’s digital diary alongside stories of major launches, or Annette Corbett digging into the minutiae of content audits on the same bill as Jon Ingham discussing organisational design.

Also, in spite of the stated theme of Strategy, what really developed was the theme of quality research. It is now clear that successful projects are rooted in real understanding of employee needs. Similarly, doing content well is now part of the equation.

I will continue to think about Fintan Galvin’s comment about the intranet being the most flexible part.

All in all, I had another enjoyable day, I felt energised by it, and I’m already looking forward to Intranet Now in 2020.

Intranet Now 2016

Photo courtesy of Intranet Now

Two weeks after the intranet heavyweights Gerry McGovern and James Robertson headlined Interact’s Interaction conference, Wedge Black and Brian Lamb took a different approach with Intranet Now. The event zipped along with shorter-form talks between 7 and 22 minutes, and the only opportunities for questions during the afternoon World Café and workshops sessions.

Details may have been lost along the way, but big ideas and useful hints were in abundance, although I’d have liked a little more time for reflection and consolidation. I would also have valued more time in the World Café sessions rather than the too-short workshops. Those remain quibbles, Intranet Now is fantastic value for any UK-based intranet practitioner, and I’d recommend future events without reservation.

What in the business would you fix?
John Scott, of Content Formula, spun a fabulous story on the theme of “faster horses”, but shifted into practical advice on getting to know your users. This included seeking out detractors, honing detail, and John’s magic wand question “what in the business would you fix?” While I might not agree with John on everything, for example treasure hunts have been seen to work well as a way of getting people to explore an intranet, his advice to remember “you have done the research” in the face of the HiPPO is sound.

A breathtakingly short history of the intranet
Martin White combines world-weariness, cynicism, enthusiasm, knowledge and experience and is never less than interesting. Here, he rattled through a history of intranets and the digital workplace, and gave the audience pause to consider how much, or perhaps how little, has really changed.

It’s not about techniques but about mindset
Consultant James Dellow continued this theme while making the case for agile intranets, “we’re already good at building intranets” he said as he explored reasons for considering an agile approach. Evoking Willy Wonka, James told us to think like a product owner, before perhaps stretching metaphors too far with Olivia Newton John and The A-Team. He assured us that you can be agile with SharePoint, before planting an important question for all of us seeking to improve intranets “what can I give you today that will help you achieve an outcome?”

It’s all stuff you can build yourself
Keri Harrowven was the first day-to-day intranet manager to speak at Intranet Now 2016. Now at Ian Williams, a rapidly expanding housing services company, Keri explained how the intranet is an essential part of helping staff support the business. She also showed how a business process diagram in Visio could be made available in SharePoint Online – a simple solution to a profoundly complex problem.

Reluctant but fiercely competitive
Kevin Cody, achieving the treble of speaking at Intranet Now conferences, discussed Designing for engagement, and continued the theme of research. He told the valuable story how it was assumed that NHS staff needed mobile intranet access, whereas it was found to be a low priority. He then discussed the introduction of social tools and gamification to the “reluctant but fiercely competitive” sales staff at Heineken.

Using what you know’
Calum Haswell of White & Case showed how even a risk-averse law firm can deliver business value using personalisation. Combining the organisational structure and users’ experience of social media models meant that better information was put in front of the right users.

Communicating the roadmap
One of the stand-out talks of the event, despite the subject of “Intranet Governance – after the go live”. Neil Morgan of Richemont International discussed the processes behind rolling out “Maisons” for each of Richemont’s luxury brands. He explained the importance of consistency and showing how other brands are working, but this seems to me to be about thinking of the intranet as a product, and that the product roadmap is a valuable tool for keeping stakeholders interested and engaged in the process.

What was wrong with the old one?
Hanna Karppi is the Head of Digital Workplace at Skanska, conducted 100 user interviews around the world as part of the research in building the new OneSkanska intranet. In another excellent talk, Hanna shared how the resulting intranet was greeted with responses including “what was wrong with the old one? This is even worse” and “I think I will get used to it, but then you will change it.” In face, the launch went really well with high adoption levels.

The real reason staff hate your intranet
Andrew Hesselden spoke on How to Resuscitate your Intranet, showing how even small changes can lead to significant improvements. His wise advice included to draw inspiration from external trends and to show authors what good looks like.

Integration + culture + content + management
Julian Morency of sponsors Twine Intranet told the story of the business and how it developed into Software as a Service, but one that can be significantly customise. What was striking, though, was the sum “Integration + culture + content + management” which I’m sure I took out of context, but is an interesting way of considering what we all do.

What is the value of collaboration
Jenni Field discussed her time at SSP, explaining how quickly approval of the intranet turned into questions about money. She highlighted important questions of risk, especially over inappropriate use of file storage services, but also raised the value of including external stakeholders.

Please don’t call it an intranet
Alex Skinner of Pixl8’s story of building an intranet service for a global fashion house felt something of a cautionary tale, but fit a lot into 7 minutes.

The internal auditors are coming
This stark warning from Phil Mennie of PwC, I wonder, might be an opportunity as much as something to fear. From ROI to data protection (and the day’s only mention of GDPR) businesses may have to consider the effect of intranets.

Making Yammer a success
This task, faced by Kevin Austin of Shell, demonstrated how social enterprise network success can improve the bottom line. Yammer became a core strategic tool in pushing sales staff towards higher-profit premium products including the sharing of best practices as well as great stories from the front lines. Importantly, the use of videos helped change the core strategy and the creation of a network of brand influencers and ambassadors.

We needed to become the enablers
In another success story of video helping open up the business, Anne-Marie Peacock of Dialog Semiconductor, told Intranet Now of the secretive, engineer-centric culture, and they “they were the experts…we needed to become the enablers.”

The aptly named Café Dialog videos gave everyone the opportunity to learn more about people and their motivations. Anne-Marie’s approach “they were the teachers, I was the pupil” led to healthy competition between locations, and even improved CEO videos by making them much more personable.

How many words does it take to hear a page?
Sponsor Invotra has made a considerable effort to make its intranet product accessible. Paul Zimmerman, whose talk last year was one of the most forward-thinking, made a wholly different, but equally thought-provoking presentation. Accessibility is a broad subject and hard to get into, but Paul did a good job and gave us the most memorable moment of the event, where we all put on sleep masks to hear a screen reader describing a web page at high speed.

Slide of advice: what else can you do?
I also received a namecheck from Invotra – thank you Paul and Lisa!

No News on the front page
The conference resumed after lunch with another engaging talk, this time from Ernst Decsey of UNICEF and how the Private Fundraising and Partnerships Intranet was rebuilt over four years.

Starting from the fine assertions that they didn’t want the old intranet on the new platform, that the IA should move from organisation to user focussed, to shift the mindset from silos to shared resources, and to prioritise content over interaction. Ernst shared some of the planning and research focussed around the theme of Lego blocks.

Many attendees will have taken three things away from this talk. First, the decision to demote news from the front page, and to replace it with campaigns and emergency content. I like this because it puts the reason for the organisation right at the heart of the intranet, in effect it massively raises the bar for front page news. Secondly, as Ernst said “reassure the audience…this is your intranet,” every page shows ownership and encourages feedback. Finally, the team has created a shopping cart so users can add any useful material as they use the intranet and can easily find again later.

Learn one task well
Andrew Gilleran shared “Why poor training is killing your intranet” and raised the subject of author training and that we’re often training our authors badly with 3 day training marathons, when short, focused training can achieve more.

Progress through communication, productivity and collaboration
Nicole Carter and Dave Hall from the Scottish Government say they’re midway through “productivity” on the journey to a fully collaborative intranet. Having worked with Gerry McGovern’s Customer Carewords, they’ve worked to build a more user and task-focused intranet. They’ve reduced the prominence of news in favour of productivity tools, and content has been cut back and simplified in order to make finding content easier.

Don’t be afraid of stepping into the unknown
Sasha de Speville of sponsors EasySharepoint started with cats, in particular the cat posters that recently replaced advertisements at Clapham Common station. Sasha picked up on the organisers’ desire to create energy and carry it into whatever might come next. Talking about why “internal communications is business critical,” and how it has a role in crossing cultures, and that the best intranet projects are led by people who are unafraid of stepping into the unknown.

Kate's Whiteboard Roadmap slide

Look out for interested cynics
I fear I will permanently connect Kate Cardenas with the image of a whiteboard roadmap, but it’s such a good tool for planning, thinking and communicating that I (and many others) will consider it on future projects. Kate said “you’ll never learn anything if you don’t talk to people” giving advice to “leave space for value to emerge” and “look out for interested cynics.”

Proving impact internally
Mossy O’Mahony of sponsors Newsweaver discussed some of the issues behind intranet metrics and, more importantly, understanding the business impact. In spite of the talk in business about measurement, there’s not a lot of action, especially when it comes to internal communications.

Blending everything into one is a terrible idea
Sam Marshall gave us a shorter version of his Hubs, Hives and Hangouts talk, an exploration of different working styles in the workplace and their online equivalents. Sam calls these places huddles, hives, hubs, hangouts, hermits and harbours. To illustrate that we can’t just blend these together, Sam’s analogy (and unwarranted attack) on the poor defenceless spork that will live in our memories.

I’m sorry but I am too busy to use People Finder
Diane Murgatroyd and Bettina Hasan from the Foreign & Commonwealth Office (FCO) discussed the launch and embedding of their social intranet. It started with some familiar tactics, but also some more interesting. Staff were encouraged to post photos of #myjourneytowork, leading to a collection from all over the world. Special interest tags like #chinawatchers or #uswatchers allowed those with professional or personal interests in a place to keep informed.

Later initiatives included measurement, introduction of videos, revising etiquette, and a blog called “I’m sorry but I am too busy to use People Finder” by a senior user. Diane and Bettina listed some of the things they felt worked, these included recognition of contribution, champions, storytelling, and (most interestingly) combined effort.

De-mystify what you’re doing
The final talk was by Rachel Miller and Ed Garcez highlighting lessons from working across three London councils (Westminster, Kensington and Chelsea, and Hammersmith) to build three intranets into one platform that was “consistent, but individual.” Their recipe for better relationships between CIOs and Comms was simple: put users at the heart, be visible, be approachable, and de-mystify what you’re doing.

Workshops and World Café
With the conference section at an end, we moved into a format with concurrent workshops and World Café discussions. I feel the workshops were too short to possibly be of real value, while the round-table discussions hosted by the conference speakers were potentially wonderful but unfortunately hurried. The café format is the kind of thing I want from an event like this and I would like to see it extended.

Intranet Diamonds
The day ended with thank-yous and a prize giving. James Robertson had already hauled his enormous glass trophy back to Australia, but there was a surprise second (but presumably equal) prize for the blogging team Intranetizen (Sharon O’Dea, Dana Leeson, Luke Mepham, and Jonathan Phillips). The award was thoroughly deserved, and I feel significant as three of the four remain intranet practitioners rather than consultants.

Final thoughts
As ever, Intranet Now 2016 was an exhilarating rush through a broad range of intranet subjects. The short presentation format works well, but it can feel hurried and opportunities for insight may be missed. On the other hand, the constant flow of information means there’s still a high hit rate. I don’t want to sound ungrateful to the sponsors whose contribution keeps ticket prices affordable, but some of their talks would be a lot better if they shared more of their considerable experience rather than talking up their products.

Once again, Brian and Wedge need to be commended for their efforts, and I do hope Intranet Now is financially bouyant enough for them to keep going. I am as certain as I can that I’ll be back for 2017.