Closing the Intranet Hellmouth
by Denise Eisner
Dark, scary portals to hell typified by the Buffyverse’s Hellmouth, or “an area fraught with massive supernatural activity” require slayer-level strength to manage effectively (it also helps to know some nifty martial arts moves). So too, do some organization intranets. The byzantine navigation, mysterious rogue sites on separate servers, and complex pages overrun with management objectives, frameworks and strategies on some Intranets make one want to click away as soon as possible. Or, for some web managers, metaphorically stake the demon.
Short of enlisting superhuman forces, there are five things organizations can do to tame their Intranet Hellmouth:
- Focus on employee services – There are two fundamental things people care about when it comes to their relationship with an employer: money and vacation. Manage the top user tasks related to those two areas and your web team will score big on client satisfaction. Is it easy to find the leave request form or is it eight clicks from the home page? Catalogue the top user tasks and let those guide the navigation structure.
- Ask real users what they think, not stakeholders – Not everyone in the organization uses the site: some people only use one or two apps or have someone else do it for them. It’s challenging to be all things to all people. Listen to the folks who are your true users. Watch them use the site for insight into behaviours.
- Clean out the ROT – Make sure the site isn’t cluttered with redundant, outdated or trivial content. That’s a sure way to waste users’ time. Conduct a content audit and perform mini-audits each quarter.
- Be a word count freak – Marissa Mayer at Google recounts how they strive to keep the word count on their home page at 28. That kind of ruthless editing takes leadership and an insane amount of negotiating. But the results at Google speak for themselves.
- Stay human – Intranets should not be soulless, corporate bulletin boards. Keep the community vibe going with contests, blogs, surveys and profiles of what employees are doing in and outside of work. That said, manage this activity with communication and information architecture specialists who can apply usability, content and design best practices for professional polish.
Are you sitting on an Intranet Hellmouth? Tell us your story.
Denise Eisner is a senior consultant within the Government Service Excellence practice.