The world’s biggest intranet, the Navy-Marine Corps Intranet (NMCI, with a total price tag of about $10-billion) serves more than 500,000 users – mostly marines and sailors in the field.

The end users are happy with the intranet – whether its dependability, support, or the ability to find information – user satisfaction is about 70%. Mission accomplished. Or is it…

NMCI is viewed as a failing project. A report by the Government Accountability Office (see GAO-07-51) is critical of NMCI for never implementing a plan developed in 2000 to measure and report project progress. GAO says that NMCI intranet has met a paltry three of 20 performance targets set for the intranet.

"By not implementing its performance plan, the Navy has invested, and risks continuing to invest heavily, in a program that is not subject to effective performance management and has yet to produce expected results," auditors said.

But the real damning evidence is from management. In two different satisfaction surveys with naval and marine commanders, the intranet was shot to pieces.

“Specifically, on a scale of 0-3 with 0 being not satisfied, and 1 being slightly satisfied with the contractor’s support in meeting the mission needs and strategic goals of these organizations, the average response from all organizations was 0.65 and 0.76 in September 2005 and March 2006, respectively. The latest survey results show minor differences in the degree of dissatisfaction with the four types of contractor services addressed (cutover services, technical solutions, service delivery, and warfighter support),” says the GAO report.

Users can find information and do most of the things that they want, but the intranet is failing to live up to its purpose. If an intranet fails to achieve business objectives and deliver on the priorities of management, then the intranet fails. It’s money wasted, and opportunity squandered.

Design and usability are important, but both are tertiary values compared to planning, performance and content (including governance, process and resources). Despite the incredible hype and emphasis on look-and-feel and usability testing (specifically these ridiculous awards reports and ceremonies), colors, pictures, blogs, and podcasts are all for nothing if the intranet does not have well executed plan that supports management objectives.

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© 2006 Toby Ward - Prescient Digital Media

The start of a new year brings a lot of hype – the promise of bigger, better, faster; predictions and prognostications for the future; and the annual Intranet Design Annual by Jakob Nielsen et al.

While we’re only 15 days into 2007, the report is hyped as “the 10 Best Intranets of 2007.” I’m not sure how that’s possible, but Nielsen is a master at hyping his own work – which is very, very good. Nielsen is a true thought leader and, by all accounts, a genius. Usability and design is his tapestry and laboratory. And marketing is one of his gifts.

But beware the hype. Only a small fraction of an intranet’s value is design and usability – tertiary aspects to the larger value delivered by content, planning and resources. This value appears to be an afterthought to the authors of the report in years past, but at least they are forthright in promoting the report for what it is: a ‘design’ annual.

The report though is very well written and there are some great case studies and screenshots. At US$179, the report is great value. (Funny, I promote this report every year and despite all my readers I’ve never  gotten a note for them… no response ever. Perhaps I’m too frank and not selling it hard enough… though I’d be surprised if this column delivers no less then a few dozens sales for them. Am I becoming an intranet snob?!? J).

This year’s winners (keep in mind that these aren’t really the best of the year, just the best of the submissions and screenshots that Nielsen Norman received) include:

• American Electric Power (AEP), United States
• Comcast, United States
• DaimlerChrysler AG, Germany
• The Dow Chemical Company, United States
• Infosys Technologies Limited, India
• JPMorgan Chase & Co., United States
• Microsoft Corporation, United States
• National Geographic Society, United States
• The Royal Society for the Protection of Birds (RSPB), United Kingdom
• Volvo Group, Sweden

Here are some interesting tidbits from the report offered up in Nielsen’s latest column 10 Best Intranets of 2007:

• Dow uses English for most global content, but translates the most important content into six other languages (Dutch, German, French, Italian, Portuguese, and Spanish). It also translates selected content into Chinese, Greek, Japanese, and Thai.
• The most-used products were: Windows Server, Google Search Appliance or Google Mini, SharePoint, SQL Server, Google Maps, Omniture, and Vignette
• Across the first three Intranet Design Annuals (2001-2003), the winning intranets were 4.3 years old on average. Across the three most recent Annuals (2005-2007), intranets were 7.5 years old on average
• Across the first three Design Annuals (2001-2003), the average intranet contained 200,000 pages; across the three most recent Annuals (2005-2007), the average intranet contained 6 million pages
• This year’s intranet winners have the following owners: 35% were in Corporate Communications, 27% were in Information Technology or Information Systems (IT/IS), and 19% were in Human Resources (HR)
• Comcast's marketing extranet has reduced versioning and distribution costs by 50-60% and reduced delivery time even more
• Infosys has experienced a 65% drop in help desk calls since launching its redesign

OK here’s the big free plug you can bank on Jakob: you can buy directly online the 360-page Intranet Design Annual with 199 screenshots.

Middle managers spend more than a quarter of their time searching for information necessary to their jobs, and when they do find it, it is often wrong, according to results of an Accenture study.

The proliferation of different information sources within organizations was revealed by the survey as the most important reason why managing information is proving difficult.

Among the key findings:

• WASTED TIME:
• Managers spend up to two hours a day searching for information
• 42% said they accidentally use the wrong information at least once a week
• 57% of respondents said that having to go to numerous sources to compile information is a difficult aspect of managing information for their jobs
• NO VALUE:
• More than 50% of the information managers obtain has no value to them
• 53% said that less than half of the information they receive is valuable
• POOR MANAGEMENT:
• Only half of all managers believe their companies do a good job in governing information distribution or have established adequate processes
• 59% said that as a consequence of poor information distribution, they miss information that might be valuable to their jobs almost every day
• POOR FUNDING:
• Only 11% of finance and accounting managers — less than for any other function — said they believe that their company has invested enough in the right technologies to help them get the information they need

The amount of wasted time and money is staggering.

Every year there are several studies touting the same thing: employees are wasting too much time searching for information. But no one in senior management (few) believes these studies. However, I and the staff at Prescient spend hundreds of hours a year inside medium and large size corporations and not-for-profits and find the same thing from the many hundreds of managers and employees we talk to: “we can’t find anything.”

Staff at all levels are wasting far too much time searching for information and the intranet is often a cruel hoax; often touted as the ‘one-stop’ source or gateway to ‘all your information needs’ the intranet almost always fails the unreasonable expectation. The problem is part planning, part information architecture, part process, part people, and part funding.

If corporations would spend more money on their intranets, instead of treating it as a cost center, these same corporations would have more productive employees. Ironically, CEOs and senior management are absolutely obsessed with employee productivity. Employee productivity, along with competitive advantage and shareholder return, is a major priority. But little is done aside from cost cutting.

The onus is on you, you the intranet manager or consultant. You have to build the business case that sells the benefit for rebuilding or redesigning the intranet in such a way that employees spend less time searching, and more time doing their jobs.

To measure and increase the value of your intranet, please dowload the free white paper, Finding ROI.

Read more…

Intranet redesign: building a business case

Intranet Business Case (back issue)

Measuring Intranet Value: Proving & Delivering ROI

Fixing a broken intranet

Intranet Business Case (back issue)