 3.
Information architecture. How is the information on
your intranet classified and organised? Is the information grouped
in ways that really make sense, or have you taken the ‘navigation
by department’ approach?
Information architecture (IA) is the art and science of structuring
and classifying web sites and intranets to help people find
and manage information, and the larger the intranet, the greater
the need to apply IA techniques to ensure employees can get
the information they need.
4. Site content. Many intranets are used
as repositories for otherwise unclassifiable information.
Often, much of an intranet’s content could be removed
without anyone even noticing.
Content Management Systems are frequently talked about as
a solution to overcrowded sites. Although these systems can
be effective, too often, companies spend a fortune on implementation,
only to find disappointing results. However, there are a number
of implementation solutions available that are free to try.
5. Usage statistics.  Usage
statistics are a primary measure of how the intranet is performing.
Several tools can be used to help—from the expensive
industry-standard WebTrends to the likes of Analog, a free
log file analyser, and Clicktracks, a low-cost, visual and
intuitive log-analysis tool.
6. Site visual appeal. Because intranets
are targeted to an internal audience, they are often less
professional or visually appealing than Internet site. But
this lack of attention can send the wrong message to employees.
A recent study conducted by Stanford University and ConsumerWatch
showed that over half of intranet users assign greater credibility
to visually appealing sites.
7. More than just a logo. There is much
talk these days about “employer branding.” In
basic terms, this is every aspect of an employee’s experience
with their employer. Many organisations are working hard to
develop their employer brand, but forget how their image is
reflected in the design, structure and functionality of the
intranet. Company brand values should be lived out in the
experience users have with the intranet.
8. Access. When designing intranet sites,
it is important to consider who has access. This may range
from board members to employees on the shop floor. Also, don’t
forget about staff who are constantly on the road. These may
be the people who benefit most from access.
9. Usability. Good usability is the cornerstone
of a successful intranet and demands that you continually
test your site.
Expert review, or site auditing, involves a usability expert
scoring the site based on a checklist of items. It can be
a very quick and effective way to identify problem areas.
User testing involves observing real users interacting with
the intranet. Watching and listening to users as they struggle
to complete tasks is the best way to convince non-believers
of the problem.
10. Communication strategy. Make sure that
the intranet and your other communication channels are integrated.
Messages can be classified by their audience, content, complexity
and the timeliness of distribution. Consider which media will
get your message across in the most effective way. Technology
is not always the answer—good old-fashioned face-to-face
communication may be the best option.
Your first step
The first step is to audit your current site and determine
whether it is delivering against its original objectives.
Have those objectives changed?
From there, you can develop a compelling vision of what your
intranet can deliver to both the organisation and employees,
and begin the task of transforming it from a pain to the panacea
you originally intended.
Anu Gupta is the Senior Communication Consultant, Mercer
Human Resource Consulting.
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