Next Gen Intranetsilta.personifycloud.com/webfiles/productfiles/695900/INFO11.pdf · Next Generation Intranets Panel . Evolution to a Social Intranet Blogs Wikis 2007 Wiki Style Intranet

Next Gen Intranets

#INFO11

PanelistsPanelists

• Heather ColmanHeather [email protected] 86 7 9

• Brian [email protected]@bennettjones.com416-777-6076

• Joshua FiremanJoshua [email protected] 701 4808

Next Generation Intranets

Heather ColmanAugust 24, 2011

About Hicks Morley

• Human Resources Advocacy law firmRepresent employers• Represent employers

• 100+ lawyers

• 5 offices across Ontario

Next Generation Intranets Panel

Evolution to a Social Intranet

BlogsBlogsWikis 2007Wikis 2007

Wiki Style Intranet

2008

Wiki Style Intranet

2008

Blogs, Discuss Capture

2009

Blogs, Discuss Capture

2009

Social Intranet

2010

Social Intranet

2010


Social Intranet Recognition

• July 2011 articles:• Montreal Gazette• Montreal Gazette• Vancouver Sun

C l H ld• Calgary Herald• Ottawa Citizen

• 2009 Ark Group Report: “Social Networking for the Legal Profession”


Pre-wiki state

• No Document Management System• Individual folders on the shared drive• Individual folders on the shared drive • Reliance on email for finding information

I t t t li d th d f bli hi• Intranet – centralized method of publishing• No search engine

IT D t t• IT Department• Resource constraints


Wiki Pilot

• Easy to deploy & set up• One stop shopping• One stop shopping• Centralized collection of specialized documents

T i k t i f ti• Tags – quick access to information• After hour wins


Enterprise Solution

• Built business case for enterprise ‘wiki-style’ intranetintranet

• Created wiki championsD l d ib i f h• Developed contribution process for each department, practice group

• Updating responsibility moved to assistants, law clerks & associates


Intranet Launch 2008

• Launched May 12th 2008Group hands on training for assistants• Group hands-on training for assistants

• One-on-one training for lawyers• Training included:

• How to edit profiles

• How to add pages, links & favourites

• How to add comments• How to add comments


Social Enhancements 2009-2011

• BlogsHM Scoop• HM Scoop

• IT Blog

• News Items• Litigation News & Notice Board

• What’s New Practice Group Bulletin Boards

• Event CalendarsEvent Calendars


Social Enhancements 2009-2011

• Discussion Capture – Mail IntegrationDynamic Tree Navigation• Dynamic Tree Navigation

• Personalized Home Page • Direct access to Profile & Group Activity

• Faceted & Scoped Search • System & User Generated Tag Filters


Home Page


Dynamic Tree Navigation


Employee Profiles


Human Rights Practice Group Page


Litigation News Board


Comments


Faceted Search – By Scope


Benefits

• Fast learning curve due to intuitive interfacePersonal Knowledge Management Enabler• Personal Knowledge Management Enabler

• Transparency• Findability – Dynamic Tree, Search, Tags• Easy to set up, upgrade & updatey p pg p• Automatic navigational structure• Web 2 0 features improve collaboration• Web 2.0 features improve collaboration


Best Practices

• Start with quick strategic wins Pick a collaborative pilot group• Pick a collaborative pilot group

• Select a tool that is very easy to use • Not too many bells and whistles!

• Don’t force participation• Expect Browsers & Contributors• Executive or Partner Champions• Executive or Partner Champions


Best Practices continued

• Transfer responsibility to departments & groupsDevelop a process for each practice group• Develop a process for each practice group

• Transparency• Incorporate page & document creation into

training• Offer one-on-one training• Share progress/success storiesShare progress/success stories


Lessons Learned

• Not all users are active contributors• Difficult to maintain momentum• Difficult to maintain momentum • Process for each group is different

G ti• Generation gap• ROI is difficult to measure• Still reliant on email – no mobile interface• Users can be overwhelmed by too much info


Next Steps

• Upgrade to next versionExpertise Locator• Expertise Locator

• Languages

• Certifications

• Recommended tags• Mobile access• Integration with DMS• Integration with DMS


LeveragingLeveragingLeveraging Leveraging Human SociabilityHuman SociabilityHuman SociabilityHuman Sociability

Using Using Tools of EngagementTools of Engagement

Brian R. BawdenBrian R. BawdenNational Director Knowledge ManagementNational Director Knowledge ManagementNational Director, Knowledge ManagementNational Director, Knowledge Management

Bennett Jones LLP | Toronto, CanadaBennett Jones LLP | Toronto, [email protected]@bennettjones.com

© 2011 Brian Bawden and Bennett Jones LLP© 2011 Brian Bawden and Bennett Jones LLP

BenNetBenNetBenNetBenNetIntranet Innovation Awards Platinum (first overIntranet Innovation Awards Platinum (first over--all)all)Intranet Innovation Awards, Platinum (first overIntranet Innovation Awards, Platinum (first over--all)all)and Nielsen Norman Ten Best Intranets 2011and Nielsen Norman Ten Best Intranets 2011

November 2010 January 2011November 2010 January 2011

Objective: EngagementObjective: EngagementObjective: EngagementObjective: Engagement1.1. CompetingCompeting1.1. Competing Competing

forfor time and attentiontime and attention

2.2. DependentDependenton on trust and confidencetrust and confidence

3.3. MotivatingMotivatinghh i i d di i d dwith with recognition and rewardrecognition and reward

44 Wondering (and worrying)Wondering (and worrying)4.4. Wondering (and worrying)Wondering (and worrying)about about future directionsfuture directions

Time & AttentionTime & AttentionTime & AttentionTime & Attention

Economics of Economics of knowledge sharingknowledge sharing

time and attentiontime and attentiontime and attentiontime and attentionallocated underallocated underconditions of scarcityconditions of scarcity


In other words…In other words…

Brian, if I hadBrian, if I hadfifteen minutesfifteen minutes……

I'd beI'd beflossingflossing!!flossingflossing!!


Epidemic of TADDEpidemic of TADD time andtime andEpidemic of TADD Epidemic of TADD –– time and time and attention deficit disorderattention deficit disorder

Characterized by Characterized by low impatience thresholdlow impatience thresholdaffinity for billable timeaffinity for billable timeaffinity for billable timeaffinity for billable timeCrackBerryCrackBerry addictionaddictionno time for trainingno time for training

Knowledge BankKnowledge Bank

S l tiS l ti li h ili h i

gg

Solution Solution –– online shoppingonline shopping

faceted classificationfaceted classificationfaceted classification faceted classification (we (we nevernever call it that) call it that)

AJAXAJAX--enabled enabled autofillautofill boxes boxes

thumbnail presentation of resultsthumbnail presentation of results

Knowledge BankKnowledge Bankgg

Knowledge BankKnowledge Bankgg

BenNet BooksBenNet Books

thth l t dl t d i t ti li t ti lgather gather selected resourcesselected resources into practical into practical online guides using familiar online guides using familiar book formatbook format

present present complete topics, transactions, complete topics, transactions, or proceedingsor proceedings, start to finish, start to finishor proceedingsor proceedings, start to finish, start to finish

adds both adds both contextcontext and and processprocess

easy to update, easy to update, add valueadd value incrementallyincrementally

BenNet BooksBenNet Books

BlogBlog--byby--EmailEmail

l t t t i t t bll t t t i t t bl

gg yy

users reluctant to navigate to blogusers reluctant to navigate to blog

instead simply send email to bloginstead simply send email to bloginstead simply send email to bloginstead simply send email to blog

works for postings and commentsworks for postings and commentsworks for postings and commentsworks for postings and comments

handles attachments BlackBerry friendlyhandles attachments BlackBerry friendlyhandles attachments, BlackBerry friendlyhandles attachments, BlackBerry friendly

users subscribe to blog alertsusers subscribe to blog alertsusers subscribe to blog alertsusers subscribe to blog alerts

BlogBlog--byby--EmailEmailgg yy

BenNet GPSBenNet GPS

t ft f hhget from get from where you arewhere you are

to to where you want to bewhere you want to beyy

in in one clickone click

site map on steroids site map on steroids

navigational teaching aidnavigational teaching aid



My Knowledge Bank FavouritesMy Knowledge Bank Favourites

t f ' M St fft f ' M St ff

y gy g

part of everyone's My Stuff pagepart of everyone's My Stuff page

like that document? think you might uselike that document? think you might uselike that document? think you might use like that document? think you might use it again?it again?

add to My KB Favourites, preserve the add to My KB Favourites, preserve the effort of findingeffort of findingeffort of findingeffort of finding

each user creates, organizes folderseach user creates, organizes folders

My Knowledge Bank FavouritesMy Knowledge Bank Favouritesy gy g

Trust & ConfidenceTrust & Confidence

P l 'tP l 't h k l dh k l d ithithPeople won't People won't share knowledgeshare knowledge with with someone they someone they don't knowdon't know

Implies need to create relationshipsImplies need to create relationshipsImplies need to monitor usageImplies need to monitor usagep gp g

People won't People won't use contentuse content contributed by contributed by someone they someone they don't respectdon't respect

Implies need for transparency around contentImplies need for transparency around content

PeopleFinderPeopleFinderpp



Pedigree, Curators & CommentsPedigree, Curators & Commentsg ,g ,

Find the ChildrenFind the Children

identifies documents in DMS that were identifies documents in DMS that were created from Precedents in Knowledge created from Precedents in Knowledge Bank Bank

tracks actual usage of knowledgetracks actual usage of knowledgetracks actual usage of knowledge tracks actual usage of knowledge resources resources

allows improvements to be fed back into allows improvements to be fed back into the systemthe systemthe systemthe system

Find the ChildrenFind the Children

Recognition & RewardRecognition & Reward

What'sWhat's in itin it forfor meme

gg

What s What s in itin it for for meme……

career advancementcareer advancementcompensation compensation evaluation evaluation

reputation in the internal marketplacereputation in the internal marketplacegetting more/better workgetting more/better workgetting more/better work getting more/better work proactive career directionproactive career directionindirect path to advancementindirect path to advancementindirect path to advancementindirect path to advancement

Games & CompetitionsGames & Competitions

Games and competitions provide:Games and competitions provide:

pp

Games and competitions provide:Games and competitions provide:

increasedincreased engagementengagementincreased increased engagementengagement

alternative method ofalternative method of learninglearningalternative method of alternative method of learninglearning

visiblevisible metricsmetrics –– a form of reportinga form of reportingvisible visible metricsmetrics a form of reportinga form of reporting

Games & CompetitionsGames & Competitions

E l b d f t dE l b d f t d

pp

Examples borrowed from sports and games:Examples borrowed from sports and games:

Leader boardsLeader boardsLeader boardsLeader boards

ScorecardsScorecards

Merit badges (yes, really)Merit badges (yes, really)

Individual and group competitionsIndividual and group competitions

Prizes and trophiesPrizes and trophiesPrizes and trophiesPrizes and trophies

Training ReTraining Re--InventedInvented

Consider:Consider:

gg

Consider:Consider:

Six Minute TrainingSix Minute TrainingSix Minute TrainingSix Minute Training

JITRJITR –– Just In Time RelevanceJust In Time Relevance

independent learningindependent learning

create and embed minicreate and embed mini--videos videos

Find & DiscoverFind & Discover

mergemerge "search" and "browse" "search" and "browse"

i ii i AA G lG limitate imitate AmazonAmazon, not Google, not Google

t fillt fill f t t hf t t huse use autofillautofill for exact matchesfor exact matches

useuse autosuggestautosuggest forfor partial matchespartial matchesuse use autosuggestautosuggest for for partial matchespartial matches, , synonymssynonyms and and related topicsrelated topics

Future DirectionsFuture Directions

Continual improvement of the U/X will leadContinual improvement of the U/X will leadContinual improvement of the U/X will lead Continual improvement of the U/X will lead to the to the ultimate intranet ultimate intranet

b ttb tt i tii tioneone--page, onepage, one--button, nobutton, no--navigationnavigation

Future DirectionsFuture Directions

new and improvednew and improvednew and improvednew and improvedThe The ultimate intranetultimate intranet

Thank YouThank YouThank YouThank You

Thank you Thank you for your for your kind attentionkind attention!!yy yy

Happy to Happy to answer questionsanswer questions..

THE PORTAL OF THE FUTURETHE PORTAL OF THE FUTURE

It’s more than an Intranet.

IT’S THE LEVERAGE STUPIDIT S THE LEVERAGE, STUPID

SO…

You’ve laid the foundation: Technology data

SO…

You ve laid the foundation: Technology, data management, content management, core IA.

Your change management baby steps are a transparent success.

Are you ready for real strategic wins?

WHAT CAN A PORTAL DO?WHAT CAN A PORTAL DO?

How about improving:service qualityservice quality

service efficiencyll b ticollaboration

business and client intelligenceclient stickiness

???

PRACTICE PORTALSPRACTICE PORTALS

The portal needs to be purpose-driven.

Your main audience is lawyers, and they don’t need a used toaster or the weather.

They need a practice aid.

WIPWIP KnowledgeKnowledge

ClientsClients ConstraintsConstraints

FOCUS ON CONSUMPTIONFOCUS ON CONSUMPTION

USER EXPERIENCE IS KEYUSER EXPERIENCE IS KEY

I want the portal to read my mind.

It should know who I am and what I am doing.

Then it should tell me what I need Then it should tell me what I need.

DON’T SKIMP ON ANALYSISDON T SKIMP ON ANALYSIS

Mind reading isn’t an art it’s a science and it Mind reading isn t an art, it s a science and it feels a lot like a semantic web.

You need to know your users, their roles and their practices.

Which means that you need detailed persona and information architecture design.g

USERS TAKE JOURNEYSUSERS TAKE JOURNEYS

A portal’s flow has to be intuitive.

I browse and I search. Sometimes all at once.

A bit of serendipity is nice tooA bit of serendipity is nice too.

ABOUT THAT MIND READING…ABOUT THAT MIND READING…

A portal’s flow has to be intuitive.

I browse and I search. Sometimes all at once.

A bit of serendipity is nice tooA bit of serendipity is nice too.

THERE’S AN APP FOR THATTHERE S AN APP FOR THAT

An app is conceptually simple: it’s a way of categori ing content other than b departmental categorizing content other than by departmental

structure.

We focus on key tasks, and plan for the delivery of contextual information to that task.

WHICH BRINGS US TO MOBILITYWHICH BRINGS US TO MOBILITY

This is the other side of portal consumption.

Don’t think “mobile web site” – think mobile information consumption.

LIFE + BUSINESSLIFE + BUSINESS

Mobile devices are not pure business toolsMobile devices are not pure business tools.

That opens opportunity; why not combine personal and professional information

?consumption?

Shouldn’t a law firm leverage Flipbook?

HOW DO I BEGIN?HOW DO I BEGIN?

L t d t f t thLocate your quadrant of strength.

Map a vision from that point out.

Analyze your gaps and fill them.

Combine search and portal – everything will be easier.

Start small and build trust through success.

ABOUT THOSE CLIENTSABOUT THOSE CLIENTS…

WIPWIP KnowledgeKnowledge

ClientsClients ConstraintsConstraints

SERIOUSLY… EXTRANETS?SERIOUSLY… EXTRANETS?

Extranets are to client service as flat earthers are to modern astronomto modern astronomy.

It’s time to move away from this inefficient form of collaboration implemented primarily for RFP

responses.

COLLABORATE FOR REALCOLLABORATE FOR REAL

We can work with our clients in real time, saving time and risk with shared doc mentstime and risk with shared documents.

Status should be on-demand, and available through mobile apps.

GETTING BACK TO LEVERAGE…GETTING BACK TO LEVERAGE…

Make life easier for your clients:Make life easier for your clients:

B ild b t th t it i li t t lBuild a web part that can sit in a client portal.

Move document and search services to the cloud.

Semi-automate communications.

Questions?Questions?

• Heather ColmanHeather [email protected] 86 7 9

• Brian [email protected]@bennettjones.com416-777-6076

• Joshua FiremanJoshua [email protected] 701 4808

Documents

Next Gen Intranetsilta.personifycloud.com/webfiles/productfiles/695900/INFO11.pdf · Next Generation Intranets Panel . Evolution to a Social Intranet Blogs Wikis 2007 Wiki Style Intranet