We’re developing a new intranet at my client. But we know we don’t just need a great system – we’ll also need things like communication and governance to make it a success. So we’ve been looking at the barriers that the users may encounter and how we can overcome them.
Generically, we see the following barriers to a successful adoption of intranet features and the following solutions for it:
- Don’t know about it. So:
- Communication: Intranet, local communication vehicles, announcement mailing
- Getting started kit: show and tell what’s available, in the site and outside (flyer, QRC)
- Champions: drive adoption
- Cannot access it. So:
- Opens by default in browser
- Simple URL: redirect if technical url too hard
- Invitation: get account data on Day 1 (user management)
- Support for forgotten account data (ongoing user management)
- Don’t understand how to use it, afraid to mess up. So:
- User friendly site
- Help content, link to help and handy navigation + search within help
- Policies
- Training of contributors of News, Blogs and Files
- Support in case you get stuck
- I see nothing relevant here. So:
- Make sure the site works (incl good performance)
- Relevant content at the start
- Ongoing relevant content (content governance)
- Releases of relevant new features
- Not worth the effort to contribute, what’s in it for me. So:
- Incentives (recognition, games, gadgets,..)
- Management commitment: it’s part of your job
- Disappointed in the lack of response. So:
- Set an example (e.g. HR)
- Champions make extra effort
- No time for it. So:
- Management commitment to make time for it
- Afraid to stick out their neck. So:
- Set an example (e.g. HR)
- Open culture where management encourages contributions actively
[…] are not new – they fit into the barriers to a successful adoption I already talked about in 2012. But they still need to be taken care […]
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