Over 6,700 intranet end users from 20 different organisations have responded to the Worldwide Intranet Challenge (WIC). This post lists responses to questions about finding information, intranet look & feel, intranet maintenance and performance of the intranet.
The following table highlights that finding information on the intranet is challenging, with the average response to all questions being about half way between 'not sure' and 'agree'. Finding information is considered the most important characteristic of a valuable intranet (see previous blog). Also interesting to note that menus are slightly more helpful for finding information than search.
Look and feel of the intranet
The following table shows the average responses to questions about intranet look and feel. It seems personalisation is not very common, with the average response showing being close to 'not sure'. Look and feel is the least important characteristic of a valuable intranet (previous blog).
Maintenance of the intranet
The following table shows how well intranets are maintained. Providing effective intranet governance will help improve each of the areas below. Governance includes guidelines for ensuring content in maintained, feedback is managed in a co-ordinated and systematic way, and intranet changes are planned and co-ordinated.
Another obvious area for improvement is training. Providing intranet training could provide benefits in areas such as finding information, using the intranet to help with daily work tasks, and using the intranet as a more collaborative and interactive way.
Feedback from the previous blog shows that intranet end users are generally not using the intranet to collaborate and share information. Implementing an intranet training program could help address this issue.
Intranet performance is considered to be 3rd most important characteristic of a valuable intranet. It's also considered to be the area that needs the least amount of improvement. The table below shows that availability and the speed at which pages load is rated relatviely highly, while off-site and mobile access to the intranet are areas that can be improved.
To increase the value that intranets provide to organisations, attention should be given to making the intranet accessible through emerging mobile technologies such as smart phones, palmtop computers and PDAs.
How is your intranet going?
If you would like to benchmark your intranet against the above results, then you should think about registering for the Worldwide Intranet Challenge (WIC).
Some comments from organisations who have already participated in the WIC include:
"extremely useful results for validation of development plan and to support engagement and change management." - Dominic Chiappe, Lloyds Register
"It was very useful and I would recommend it to any intranet manager." - Margherita Buoso, European Space Agency
"This survey is a good idea and will allow us to benchmark ourselves against other companies. We have already started to use the survey feedback to make improvements." - Barbara Peters, Wyeth
"Perfect timing for us... we will be reusing this again after we have launched phase two of our intranet roll-out project" - Matt Shepherd, Adecco Group Australia
"I think the questionnaire is really useful for many organizations." - Christian Burger, WOLF THEISS