It's time to take the 'in' out of intranet webinar dcg 130221

Taking the ‘in’ out of the intranet #just_clarity

February 21, 2013

Cathy McKnight @cathymcknight

Tim Walters @tim_walters

Flow §  The demand for customer-centricity

§  What knowledge workers need

§  Does the social intranet deliver?

(Or: Down with people!)

§  Creating an effective digital workplace

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Digital ubiquity transforms customer relations

Failure to please can be fatal

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76% WILL NOT SHOP ON THAT SITE

26% WILL NOT SHOP WITH THAT FIRM

Source:  Brian  Walker,  “Welcome  to  the  Era  of  Agile  Commerce,  Forrester,  March  2011  

From inside out to outside in §  What do we want

to say? §  How do we get

people to come to our sites?

§  What do we want them to do there?

§  How do we keep them from leaving?

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From inside out to outside in

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§  Who are our customers?

§  What do they need to do?

§  How can we help them do it?

§  . . . and in a way that is more desirable than than their alternatives?

Emerging customer-centric practices

§  User research

§  Persona creation

§  Customer journey maps

§  Context- and task-orientation

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WHAT KNOWLEDGE WORKERS NEED

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Part  2  –  CM  slides  

“We  are  fi(y-­‐plus  years  into  the  Informa7on  Age  and  s7ll  using  Industrial  Age  models  of  work  

and  organiza7on.”            -­‐-­‐  Thornton  May  

Agility & Speed

Collaboration

Know where you want to go

“SOCIAL” INTRANETS

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Social is natural

hMp://www.flickr.com/photos/cindy47452/3682879212/sizes/l/  

Social networks accentuate the way people actually work and want to work together; Formal structures don't Formal structure Informal structure

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Enterprise Social Adoption (aka the Lemming Curve)

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Social tools ≠ Enough

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80% OF SOCIAL BUSINESS EFFORTS WILL Not HIT THE MARK FOR

INTENDED BENEFITS

Source:  Gartner,  January  2013  

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.  .  .  doing  beMer,  faster,  more  efficient,  more  accurate,  

more  innovaYve,  more  customer-­‐centric    

   WORK

RETHINKING THE “IN” IN INTRANET

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The Outside-IN Intranet

The INterrogated Intranet

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The Lean-startup Intranet

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(See  also,  Tim  Walters,  “We’re  All  Lean  Startups  Now”  hMp://bit.ly/KFt4GR)  

The INclusive Intranet

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The INtegrated Intranet

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So wake up and pay attention to … §  Employee-centricity = Customer-centricity

§  The need for flexibility, agility, and speed

§  Social is good … when it can be put to work

§  Re-thinking the in – Outside-in

–  INterrogating (user-centric)

–  INcessant iteration

–  INclusivity

–  INtegration

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Questions? #Just_Clarity

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Cathy McKnight

@cathymcknight [email protected]

Tim Walters, PhD

@tim_walters [email protected]