In the first rapid-fire session after lunch, Andrew Wright is talking about the Worldwide Intranet Challenge.
Key points:
– successful intranets focus on change management, and align with business objectives.
– case study – CVS Caremark in the US. Objective was to improve employee engagement. Method – all news stories related to these values.
– case study – Discovery Health in South Africa. Objective was to improve call centre product knowledge. Method – (1) being able to provide detailed product knowledge, and (2) obtain acknowledgements from staff when information changes. The information was changing frequently, so needed a way to inform the staff ("Yes I understand," or "Tell me more.")

– case study – with a particular research institute, were going through a redesign. The current intranet was all about news. But a key KPI was about the number of published research reports. They then developed tasks to support KPIs, and developed content to support the tasks (eg., tools or templates, re-usable documents, structured content, news, etc.)

– Andrew showed a demo on how to use a task-based approach for designing the intranet. It linked with other tasks, and the people to complete the task. When the person (role) looks at the intranet, they see the list of tasks and supporting documentation.

– key point: provide an intranet that supports your organizations KPIs.