Wizdom Conference. GEA Connect - A task-based intranet CHRISTIAN LARSEN DIRECTOR, INTERNAL COMMUNICATION & CORPORATE EVENTS

Transcription

1 Wizdom Conference GEA CHRISTIAN LARSEN DIRECTOR, INTERNAL COMMUNICATION & CORPORATE EVENTS

2 Me Christian Larsen Director of Internal Communication & Corporate Events at GEA Group Intranet projects must always lie with the business IMD Business School Organizational Leadership Copenhagen Business School HD Graduate Diploma - HD(O), Organization & Management Copenhagen Business School HD Graduate Diploma - HD(U), International Business Important you have somebody in your team that talks IT- we had 3 Media- & Erhvervsakademiet Køge Handelsskole New Media Manager, Online Media and Communication Creator of 3 truly global corporate intranets based on Sharepoint 2010 Sharepoint Online O365. Loves social enterprise!! Together with some great teams 2

3

4 AGENDA 01 Setting the Scene IA, Content and Ownership Usability Launch and after-project governance and maintenance 4

5 Setting the Scene - About GEA

6 GEA engineering for a better world GEA is one of the largest global suppliers of process technology for the food industry and to a wide range of other industries. 17,863 employees (FTEs) 4,751 million order intake (EUR) GEA is listed on the German MDAX stock index 6

7 Strong local presence around the globe North America 1,763 North and Central Europe 2,927 DACH & Eastern Europe 6,398 Latin America 471 Asia Pacific 2,904 GEA locations (sales office, service branch or other GEA sites) Western Europe, Middle East & Africa 3,401 7

8 Organization

9 Organization - GEA Overall structure 9

10 Organization - Communication, Marketing & Branding 10

11 Organization -Internal Communication & Corporate Events Full team Full time -> 3 months Core team Full time > 10 months 11

12 Project Timeline

13 Project Timeline Business Workshops Content Creation Project Start May 2017 Clarification Design Build Testing Training Go-Live March 2nd 2018 Q2 Q3 Q4 Q1 Clarification Design Build Content Training, Testing and Go-Live Analyze solution features Workshops Configuration Customizing UI Design Information Architecture Infrastructure Setup Configuration of features Setup of Structure Implementing UI Design Testing Business Workshops Content Migration User Testing Governance Concept Final Testing Editor Training Final Go-Live Approval Final Migration Activities Legal & Data Protection Sign Contracts 13

14 CONNECT

15 Where did we come from SharePoint

16 Signs your intranet is failing Usage is decreasing Users are complaining Your management and some users don t even know there is an intranet Your intranet is simply a dumping ground for content Collaboration happens outside the intranet ( , IM, Lync, other systems) Users can t find what the need Users only read the news area Your search engine returns too many irrelevant results Outdated information is still visible Maintaining your intranet requires a large team of technical resources 18 May

17 Purpose of Connect vs Old Intranet Self-service News, Collaboration Static information (Department info, About GEA) OLD intranet Connect Connect - A task-based - A task intranetbased Intranet 18 May

18 Conclusion A clear purpose and the right resources are a must when building your intranet. So is a top management mandate and a solid understanding of stakeholder s needs. If your intranet is failing; take action, and accept that an intranet project takes time and is never done. 18

19 IA, Content and Ownership

20 Information Architecture -Task-oriented navigation I need to travel Old intranet Intranet Connect Intranet What is the global travel policy? Where to book my trip? How to do my travel expenses? SCC GCC Local Travel From organizational to task-oriented navigation WE DON T WANT YOU TO THINK! 20

21 Information Architecture - Front page Global News available to all employees People finder Personalized news through channels Personalized links through permissions Shortcut to selected global and local tools Global banners (Department & Location overview) Location banners (weather, food, events etc.) 21

22 Information Architecture - Portal design 22

23 Information Architecture - Task pages Front Page Portal Page Task Page > > Entry page of the intranet Find the summary of all tasks Sample of content for the specific task the employee needs to solve 23

24 Content - Process Individual brainstorming to collect the I need to s e.g. Find my local marketing contact Create a brochure Find tasks employees want to complete Individual work Cluster Topics Group work Clustering the collected information to build headlines / groups Identifying gaps between available content and content to be created What content is outdated and no longer required? Existing Content available, or not? Making the cut 24

25 Ownership / Governance Concept -Roles & Responsibilities Portal Owners Task/Content Owners Local News Creators Portal front page Overall content structure 1 st point of contact Training of Content Owners All related content on sites / pages Provide & maintain content Super User Creating & adding news (My News) Following current mail group concept + adding additional people Global News Editors Intranet Owners IT Global news stream Create & approve news News portal Internal Comm. Team Overall platform responsibility 1 st point of contact for IT & Portal owners Training of Portal Owners Further development of the intranet Content of special sections I need to portal Responsible for technically operating the platform (SharePoint Online) Collaboration sites SSC IT 25

26 Conclusion Simple is always better and building an understandable navigation concept is key. Establish clear ownership of content from the get-go, accept that content takes time and know that migration isn t always the answer. 26

27 Usability

28 Usability - Data 44 completed and 14 abandoned. 58 people have participated and 44 (75%) of the participants completed all 18 tasks. Tool used: optimalworkshop.com / 100 euro per test

29 Usability - First wave of data 75 direct success% 47% Indirect success

30 Usability - Task example Conclusion: People are both navigating to People & HR and Service and tools to find travel information Suggestion 1a: Place travel within travel portal Suggestion 1b: Create reference to travel from People & HR

31 Usability - 3. wave of data We reached a 90% Success and Directness rate after the latest adaptations have been made 31

32 Conclusion Usability testing works. It creates user buy-in, eliminates unconstructive inhouse discussions and saves time; all in all forging better results. A lack of tests can prove costly in the end. 32

33 Launch and after-project governance and maintenance

34 Launch package Pre-launch Something new is coming animation Intranet articles GEA internal magazine Skype introduction calls with top managers Content workshops Launch Tutorial animation News articles Support portal / FAQ portal Redirect home page URL Live support / chat Post-launch Training Editor Training Webinars Posters Engagement road-show Intranet strategy 2018 Overall movie style and references used across all launch materials Introducing Connect - GEA s new intranet Connect Tutorial animation - Step by step guide Posters 34

35 Engagement road-show Editor Training Training sessions for people responsible for managing content on Connect. If there are no people with content responsibility for a global portal, a local portal can be created. Local Management / Communication Get in contact with management and people responsible for the main local communications to elaborate on how Connect can support local communication Introduction Sessions Offer 30 min sessions during the day to introduce connect and its features Collect Feedback & Wishes Collect feedback during the sessions about how the intranet is perceived as a daily-working-tool among the employees and how we can make it even better Interviews for Personas Take the opportunity to interview several people with a questionnaire in order to create profiles to support internal communication target group identification Posters and other material Hang up posters to announce introduction sessions and create awareness about Connect 35

36 After-project governance and maintenance New Wizdom version New Wizdom version Front page, navigation & usability review Front page, navigation & usability review New Wizdom version Front page, navigation & usability review New Wizdom version Front page, navigation & usability review New Wizdom version Front page, navigation & usability review New Wizdom version Front page, navigation & usability review Strategy Innovation / Business Integration Engagement / Training Analytics Survey KPI s New Wizdom version Front page, navigation & usability review Mobile Social/Digital Workspace New Wizdom version Front page, navigation & usability review GEA IT: Slow performance Meeting Travel, service & Sales portal review New Wizdom version Front page, navigation & usability review New Wizdom version Front page, navigation & usability review Local portal review New Wizdom version New Wizdom version Front page, navigation & usability review Front page, navigation & usability review 36

37 Conclusion Going from project to operation will not decrease your workload. So devise a prioritized approach to the steps forward that focuses on business needs and never underestimates engagement and training. Creating and maintaining engagement is an ongoing task: before, during and after the project. Start with hyper-care then slowly decrease as stabilization is achieved. 37