It's time to take the 'in' out of intranet webinar dcg 130221
This document discusses how companies can improve their intranets to better serve knowledge workers and be more customer-centric. It advocates taking the "in" out of the intranet by rethinking it as outside-in, user-centric, constantly iterating based on user needs, inclusive of all employee voices, and integrated across departmental boundaries. The social intranet on its own is not enough; companies must put social tools to work to improve collaboration, agility and business outcomes. An effective digital workplace requires understanding customer needs and helping employees access the information and connections needed to meet those needs.
Convert to study materialsBETA
Transform any presentation into ready-made study materialselect from outputs like summaries, definitions, and practice questions.
It's time to take the 'in' out of intranet webinar dcg 130221
- 1. Taking the in out of the intranet #just_clarity February 21, 2013 Cathy McKnight @cathymcknight Tim Walters @tim_walters
- 2. Flow 則р The demand for customer-centricity 則р What knowledge workers need 則р Does the social intranet deliver? (Or: Down with people!) 則р Creating an effective digital workplace 2 油
- 3. Digital ubiquity transforms customer relations 3 油
- 4. Failure to please can be fatal 76% WILL NOT SHOP ON THAT SITE 26% WILL NOT SHOP WITH THAT FIRM Source: 油Brian 油Walker, 油Welcome 油to 油the 油Era 油of 油Agile 油 Commerce, 油Forrester, 油March 油2011 油 4 油
- 5. From inside out to outside in 則р What do we want to say? 則р How do we get people to come to our sites? 則р What do we want them to do there? 則р How do we keep them from leaving? 5 油
- 6. From inside out to outside in 則р Who are our customers? 則р What do they need to do? 則р How can we help them do it? 則р . . . and in a way that is more desirable than than their alternatives? 6 油
- 7. Emerging customer-centric practices 則р User research 則р Persona creation 則р Customer journey maps 則р Context- and task-orientation 7 油
- 8. WHAT KNOWLEDGE WORKERS NEED 8 油
- 9. Part 油2 油 油CM 油slides 油 We 油are 油鍖(y-足plus 油years 油into 油the 油 Informa7on 油Age 油and 油s7ll 油using 油 Industrial 油Age 油models 油of 油work 油 and 油organiza7on. 油 油 油 油 油 油-足-足 油Thornton 油May 油 9 油
- 11. Agility & Speed
- 12. Collaboration
- 13. Know where you want to go
- 14. SOCIAL INTRANETS 14 油
- 15. 15 油
- 17. Social networks accentuate the way people actually work and want to work together; Formal structures don't Formal structure Informal structure
- 18. 18 油
- 19. Enterprise Social Adoption (aka the Lemming Curve) 19 油
- 20. Social tools Enough 80% OF SOCIAL BUSINESS EFFORTS WILL Not HIT THE MARK FOR INTENDED BENEFITS 20 油 Source: 油Gartner, 油January 油2013 油
- 21. . 油. 油. 油doing 油beMer, 油faster, 油more 油e鍖cient, 油more 油accurate, 油 more 油innovaYve, 油more 油customer-足centric 油 油 油 油WORK 21 油
- 22. RETHINKING THE IN IN INTRANET
- 23. 23 油
- 24. 24 油
- 26. The INterrogated Intranet 26 油
- 27. The Lean-startup Intranet (See 油also, 油Tim 油Walters, 油Were 油All 油Lean 油Startups 油Now 油hMp://bit.ly/KFt4GR) 油 27 油
- 28. The INclusive Intranet 28 油
- 29. The INtegrated Intranet 29 油
- 30. So wake up and pay attention to 則р Employee-centricity = Customer-centricity 則р The need for flexibility, agility, and speed 則р Social is good when it can be put to work 則р Re-thinking the in Outside-in INterrogating (user-centric) INcessant iteration INclusivity INtegration 30 油
- 31. Questions? #Just_Clarity Cathy McKnight Tim Walters, PhD @cathymcknight @tim_walters cmknight@digitalclaritygroup.com twalters@digitalclaritygroup.com 31 油