Getting the best value from managing your intranet and portal

Getting the best value from managing your intranet and portal

Mark Morrell – BT Intranet manager

© British Telecommunications plc

Agenda

• A little bit about:– BT– Me– BT’s intranet

• Making the most of the space available on your portal• Measuring user satisfaction• Improving productivity• Valuing exploited and unexploited less tangible benefits• Making money from your intranet• Summary


Some things you might not know about BT......

• BT operates in over 170 countries as one of the world’s leading providers of communications solutions and services. We provide networked IT services, local, national and international telecommunications services, and higher value broadband and internet products and services.

• PodShow - BT has entered the "social networking" space with "BT PodShow", allowing aspiring rock stars and movie makers to upload music and video content.

• Sorting out spam - Around 90 per cent of e-mails on the internet are spam. BT introduced the world's first fully-automated 'spam buster' system in October 2006.

• And………..


A little bit more about BT……….

• BT Conferencing - is the number one conferencing provider in Europe. Conferencing has reduced our carbon footprint by 100,000 tonnes of CO2. We are helping our customers achieve the same sort of result. Our conferencing business has grown 21% in the past year.

• Financial centres across the globe - 60,000 traders in over 800 trading firms across 51 countries rely on BT’s voice applications and integration technologies.

• Broadcast TV - BT Tower is a global media hub, handling daily an average of 90,000 hours of UK and international broadcast content.


A little bit about me………..

• I have been the BT Intranet manager since 2002 (some would say for far too long! )

• My background is in human resources, internal communications and training

• I am a homeworker in Brighton• I lead a small central team based around the UK• I’m based in Group Communications• I’m responsible for BT’s intranet:

– strategy– action plan– standards– governance model– user and publishing experience


A little bit about BT’s intranet

• It started in 1994• It is available to 140,000+ people in BT including third parties• All our information is online: guidance, policies, news• All our applications are online: people management, bookings,

expenses• We collaborate online too: blogs, wikis, podcasts, RSS, Twitter• It is benchmarked by the IBF as one of the best intranets overall and

for:– Governance and strategy– Metrics and performance– Communications and culture– Design and usability


BT Homepage – our intranet corporate portal


Make money from advertising - BT Today adverts


BT Yahoo! search sponsored links


How satisfied are users with BT’s intranet?

• BT uses an independent research company each year. In 2010:• 79% were satisfied with our intranet• 40% were extremely/very satisfied with our intranet• 7% were dissatisfied with our intranet• 78% were satisfied with BT Homepage, our corporate intranet portal • 43% were extremely/very satisfied with BT Homepage • 7% were dissatisfied with BT Homepage• 47% agreed the BT Intranet improves everyday working life • 57% agreed the BT Intranet helps them be more efficient in their job


Improving productivity

• As well as satisfied users meaning more productive people….• One set of standards applied appropriately to all information types:

– Formal– Crowd– Team– Personal

• Our standards include:– Usability– Accessibility– Currency– Ownership

• Template features embed these standards…….


Standards embedded in templates


Standards embedded in templates 2


Improving productivity 2

• One integral, open, intranet for everything to help you with your work• Everyone has access to BT’s intranet• Mobile access to content and applications• Online training saves the need to travel and hiring buildings• Share views and opinions on blogs• Build knowledge through wiki articles• Show and tell with podcasts• ….and all of it is findable• ….but not from one search engine yet!


Valuing exploited/unexploited less tangible benefits

• BT has measured the exploited and unexploited value of our intranet in terms of the business processes it delivers. It breaks down into three main types of business value:– cash saved and revenue generated – time savings converted into cash – less tangible benefits such as risk reduction, increased satisfaction

and emissions savings

• BT worked with the Intranet Benchmarking Forum using the Financial Value Tool

• For every £1 invested there is £20+ exploited value achieved and £5 unexploited value still to gain

• It uses similar methodology to that which measured the value of brands as an organisation’s financial asset

• This can happen in a similar way to intranets in the next few years.


Selling the technology we use

• BT’s intranet is a showcase for customers• We use what we sell: sell what we use• Collaboration tools• Self service applications• Content management systems• Consultation• For me the challenge is making it the best intranet for our people and• ….for any potential customers• ….so no pressure there then!


Summary

You can now:• Find ways to make money from your intranet• See how important measuring user satisfaction is• Work on how to improve productivity• Value exploited and unexploited less tangible benefits• Demonstrate how your intranet helps your organisation to help with

commercial opportunities• Improve your reputation within your organisation by showing how

valuable your intranet is


Thank you!

• For further information and questions ask me today or contact me on:

• Blog http://markmorrell.wordpress.com• Twitter https://twitter.com/markmorrell• LinkedIn• Facebook• Email [email protected]

Technology

Getting the best value from managing your intranet and portal