Intranet information architecture: don’t reinvent the wheel
By Toby Ward The ultimate goal of the intranet manager, architect is to create an ‘intuitive’ ... [read more]
The main uses of intranet 2.0 tools are by the information worker whose current task load unfortunately isn’t quantified. However, studies show that as much as 11 hours a week are wasted in the search for and the management of information. As well, when trying to find subject matter experts, employees use different methods with varying degrees of success. This inefficiency is compounded by the enormous amount of information available which is growing exponentially and is in a diverse range of formats.
When all is said and done, however, there is a growing perception of the importance of intranet 2.0 tools. And there is an increasing expectation, especially amongst GenY employees, that they will be able to collaborate and contribute. While there are risks, the benefits can be considerable especially for innovation, engagement and gaining efficiencies.
11 hours a week – time being lost
It is estimated that the average information worker spends almost nine hours a week searching for and gathering information but almost half of that, 3.7 hours a week, is spent in searching but not finding information. Add to that the estimated 3.7 hours per week that is spent reformatting data because it comes from multiple sources, plus 2.5 hours per week recreating information that couldn’t be found, and another 1.2 hours per week caused by version control issues and you get over eleven hours per week per information work that could be better spent, at an approximate value of $20,000 per year per information worker (based on a $75,000/yr salary) – is there value in that? 1
Chart: Breakdown of 11 hours per week per information worker that are “wasted”.
Who are you going to call? – finding subject matter experts
Over 50% of employees want the ability to locate expertise to help them with their jobs (according to Recommind). They currently try to find experts by:2
Information growth – 6X more
Information is expected to have increased six fold between 2006 and 2010, and while that may not be reflective of all organizations, it is safe to say that information is increasing and is available in more formats from more sources. Therefore, the challenges to find the information and the people you need is only going to get harder.3
2.0 Importance
More than 50% of those surveyed in a recent AIIM study consider the use of Enterprise 2.0 applications to be important or very important.4
Generational Expectations
Companies are recognizing that there are four generations at the workplace:
GenY are eagerly engaging in, and have an expectation of using social networking and collaboration tools. While GenX and Baby Boomers understand teamwork and expect to be able to give feedback, GenY’s expectations are that they can collaborate, give their opinion on everything and use all the tools at their disposal. Understanding emerging expectations and behaviours now in order to implement processes and governance will ensure that everyone starts at the same footing.5
Risks – failure, low use, quantifying value
Some organizations can’t see the benefits in using new technology especially if they’ve had a negative experience, and of those who have tried social media internally many have experienced low participation and adoption for multiple reasons.
Intranet 2.0 Value
Measurable benefits attributed to web/enterprise 2.0 applications can be categorized under three key areas of Innovation, Engagement and Efficiences:1,2,4
Value Examples7
Socialtext and IBM have recently published good examples of the effective use of social media tools with measurable results.
Socialtext examples:
· Problem
· Solution
· Problem
· Solution
· Problem
· Solution
IBM example:
Conclusion
The question really isn’t whether or not intranet 2.0 tools have business value, rather it is can you afford not to use them to improve information workers’ ability to find the data and people they need quickly and easily to do their job? And is it realistic to ignore 2.0 tools because of fear of misuse when time wastage is already occurring? Is it reasonable to expect a whole generation that is hot wired to collaborate and share to change their behaviour?
Assigning business value by having a strategic plan for 2.0 tools and their use, as well as implementing defined processes and governance, will empower employees to do what you’re paying them to do – think.
Sources:
Prescient is vendor neutral and provides reference to Socialtext and IBM as additional sources for information only.
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