Restoring intranets to health

Abstract

A rational approach is presented for the diagnosis and treatment of problems arising with intranets causing them to fail to perform their required functions within the organization. The measures described are particularly relevant to organizations planning to introduce a Content Management System, but also apply to those that already have a Content Management System in place. At the outset, the way in which the intranet is used and for what purposes is established by observing how the intranet is used by staff in the work environment, how many are using it and whether they are talking about it: an exercise which can determine whether the intranet is being undervalued. Further information on intranet use can be obtained by checking the results produced by usage statistics for the past months to see if the usage is increasing or decreasing. Having determined the problems associated with the intranet, measures may be taken to remedy them and these steps may include: making the business case for a thorough redesign of the system; conducting a thorough content audit of the intranet’s structure and sites (noting omissions or duplications within the intranet’s navigation structure); conducting a usability study, by means of interviews and surveys to reveal usability issues in relation to the intranet’s design; introducing measures to ensure that the information and services the intranet contains are presented in as user friendly a fashion as possible; and promoting the redesigned/reconfigured intranet to make clear to everyone the value of the new service and how it can of benefit them in day-to-day activities. Concludes that training must play a central role in the making sure that staff get the maximum benefit from the intranet.