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1 Intranet Consulting Is your intranet truly essential to your organization? Does it transform the way people work? Can you prove ROI? Do you want to introduce an internal social network? Are you thinking of deploying or upgrading SharePoint? Do you want to consolidate multiple intranets into one unified company platform? These are just some of the challenges facing intranet managers today. Or maybe you are a function or business head and need to deliver that roadmap and great user experience to your audience to have any chance of meeting your key objectives and delivering much needed business efficiency. The type of function or business line, coupled with the number and location of employees can provide its own unique challenges. So whether you have overall responsibility for the intranet program within your organization or are a key stakeholder in Human Resources, Communications, Finance, Risk or Operations, to name a few, we can help. Included in our consulting offering are the following services: Strategy & Governance Design & Usability Human Resources Self-Service Social Business & Collaboration SharePoint Measurement & Metrics Benchmarking Follow Up (by request only) Consulting for specific functions and business lines Facilitated workshops Research Ad-hoc Advisory For more information, contact: Julie Lakha Head of Digital Workplace Consulting julie.lakha@ibforum.com Mobile: +44 (0) Skype: julie-lakha Page 1 of 11

2 Strategy & Governance A critical component of a successful intranet program is having a clear strategy and effective governance. Yet too often this is either not given the necessary attention or does not provide sufficient direction. Even worse, governance is poorly implemented and failure to actively engage with key stakeholders can lead to disillusionment, conflicting priorities and failure to harness budgets. - Undertaking stakeholder interviews to gain strategic insights - Developing a strategy and supporting roadmap - Preparing a business case for new investments - Establishing program governance and gaining buy-in from key stakeholders - Defining roles and responsibilities for intranet teams, including the formation and role of steering groups, working groups, forums etc. - Conducting requirements gathering/analysis for new intranet services and tools - Development of intranet standards, style guides and user interface standards - Developing a strategy and migration approach to a new/upgraded platform - Conducting strategy and project reviews - Risk management including legal and compliance considerations and disaster and business recovery planning - Using measurement to guide intranet strategies and priorities enabling alignment with organizational objectives and the effective management and development of your intranet program. Page 2 of 11

3 Design & Usability Effective design is not only about the visual aesthetics of your intranet but also about ensuring that the tools and services you provide are usable across all levels within the organization and operate in a consistent way. Not always easy for large organizations, with multiple work streams and program owners but critical in driving employee adoption and delivering business efficiency. - Interpreting brand and visual guidelines for your intranet site - Identifying and developing personas and core user journeys - Undertaking card sort exercises to define the information architecture - Delivering insights and organizational knowledge through surveys and user research - Assessing user satisfaction with search, identifying areas for attention and defining plans to deliver overall improvement in quality of results and employee satisfaction - Producing drive by usability reports with recommendations for quick wins - Undertaking full usability reviews for existing and proposed services and tools - Ensuring the requirements of delivering accessible systems are understood. enabling the effective delivery of information, services and tools to your employees. Page 3 of 11

4 Human Resources Self-Service For most large organizations Human Resources (HR) is one of the key areas where it was quickly recognized that moving services online could not only improve operational efficiency but also the quality of data held. However, this can require a change in mind-set not only for the organization but also for employees and with cultural differences and country legislation playing a factor, it is essential to get the approach right in order to drive employee adoption and deliver true business value. - Developing/reviewing strategy to ensure alignment with business objectives - Integration and usability of employee directories, e-learning and core HR systems - Improving employee efficiency through measurement of tasks - Understanding the role of social/collaboration and how to exploit for business value - Driving adoption and supporting effective on boarding of new employees - Establishing supporting governance, policies, standards and guidance - Identifying gaps and defining new tools/services driving employee adoption and enabling the realization of operational efficiency and improved data quality. Page 4 of 11

5 Social Business & Collaboration The advent of social media inside organizations is changing the intranet landscape, and the next-generation intranet is now more multifaceted than ever before. This can have profound implications for an organization but those that get it right have the potential to reap financial rewards and develop skills and experience that can help build a stronger competitive position over time. - Developing a social business/collaboration strategy and roadmap - Defining and analyzing business requirements - Preparing a business case to support investment - Developing an approach to effectively integrate with your intranet - Understanding how to exploit collaboration - Driving employee engagement through the use of collaboration, e.g. blogs, wikis, forums etc. - Defining next-generation employee directories, including integration with social profiles/data - Effective risk management and the development of appropriate governance, policies and standards - Defining the right social metrics to drive business performance - Strategy, project and implementation reviews... enabling you to improve communication, drive employee engagement, gain valuable insights and capture and retain organizational knowledge. Page 5 of 11

6 SharePoint Whilst we remain vendor-neutral, we can t ignore the fact that SharePoint is a hot topic in most organizations with intranet managers coming under increasing pressure to deploy the technology as the basis of the enterprise intranet. But is it up to the job? And what are the pitfalls? Or maybe you ve already started your SharePoint journey and need some external insight or are considering your first upgrade. - Gathering, analysis and definition of business requirements - Understanding what SharePoint can offer and how to get the most out of it - Determining the right strategy and critical success factors for your organization - Making the upgrade decision and defining the right implementation - Defining content migration strategies - Understanding the training and change management requirements - Understanding the governance challenges and establishing processes for effective on-going site management. enabling you to define a strategy and implementation approach that meets organizational needs and minimizes employee/business disruption. Page 6 of 11

7 Measurement & Metrics Most of us have heard the saying if you can t measure it, you can t manage it, but a lack of a clear measurement strategy can have wider implications to the success of your program. - Understanding which metrics are important and can potentially be KPIs - Identifying the lead indicators and turning metrics into actionable insights - Establishing ROI models for new developments/requests - Assessing measurement and analytic platforms and defining requirements - Defining dashboards that demonstrate alignment with organizational strategy and reflect business drivers. - Using measurement to guide intranet strategies, priorities and resources enabling you to create and drive appropriate strategies, allocate appropriate resources and demonstrate value when seeking investment. Page 7 of 11

8 Benchmarking Follow Up (by request only) Benchmarking continues to be a cornerstone of the IBF model and the value organizations gain from the insight into their performance against their peers cannot be underestimated. Reports will typically highlight areas of strength and areas for improvement. On occasions, those areas for improvement might be particularly high profile or challenging and a deeper dive is required. Our team of consultants can provide insight, guidance and support by: - Undertaking further analysis of the area(s) highlighted - Assessing organizational or employee impact - Detailing findings and recommendations - Recommending an appropriate approach/solution/design N.B.: IBF members wishing to use this service will need to specifically provide approval for their benchmarking report to be released to the assigned consultant, as a strict confidentiality wall exists between IBF and Digital Workplace Consulting. enabling you to understand and address highlighted improvement areas. Page 8 of 11

9 Consulting for specific functions and business lines It is a fact of life that in large organizations, intranet programs will have multiple stakeholders. Each stakeholder will have their own business priorities and depending on the function or business line they represent (and the number and location of employees) their own unique challenges. We recognize that gaining the necessary insights, knowledge and traction at a specific function or business line level can sometimes be difficult to achieve internally. So whether you are in HR, Communications, Finance, Risk or Operations, to name a few, - Undertaking high-level reviews of current functionality and strategy - Developing or reviewing strategies and roadmaps to ensure alignment with business objectives - Assessing effectiveness of communications with target audience - Driving the integration and usability of core systems, e.g. HR, Procurement, Operational Risk, etc. - Driving the adoption of new and/or existing services and tools - Identifying gaps and defining requirements for new services and tools - Understanding the role of social/collaboration and how to exploit for business value - Establishing supporting governance, policies, standards and guidance - Facilitating workshops... enabling you to have a clear vision and strategy for your function/business and an online experience that delivers operational effectiveness. Page 9 of 11

10 Facilitated Workshops Maybe there have been a number of organizational changes and you need to create a shared understanding and vision across your stakeholders or maybe you need to bring together a globally dispersed community of intranet publishers and content owners to share plans and drive best practice. These are just two examples where a facilitated workshop by our intranet experts could make a real difference. Our team of consultants can facilitate tailored intranet workshops and depending on your requirements will: - Hold an initial planning meeting - Review current strategy / intranet / approach - Identify and facilitate pre-workshop inputs (e.g. pre-workshop reading, assignments, case studies, survey, 1-1 interviews with key stakeholders etc.) - Define and agree workshop agenda and materials - Source relevant research, industry trends and best in class examples and case studies - Facilitate workshop with participants/key stakeholders and detail outcomes - Debrief project sponsor and review findings and next steps with workshop participants enabling you to meet your business needs. Page 10 of 11

11 Research Research can be used in a number of ways - to provide evidence that supports a new idea, provide insights on how others have addressed a similar challenge or to explore what the current or future landscape looks like. Understanding these elements will save much needed time and money and make a difference to the success of your program or initiative. Drawing on best practice, case studies, statistical data and expert opinion, our research team have conducted leading edge research across the intranet and digital workplace fields for the last 10 years and can: - undertake original research tailored to your specific needs - provide guidance and source existing research that is available - deliver insights from within and across industry examples supporting effective decision making, a source of ideas and providing the basis for rich interactions and knowledge sharing. Ad-hoc Advisory Our team of consultants can also provide ad-hoc consultancy, specialist research, mentoring or training. So if you have a specific requirement that you d like to discuss, please do get in touch. Julie Lakha Head of Digital Workplace Consulting julie.lakha@ibforum.com Mobile: +44 (0) Skype: julie-lakha Page 11 of 11