Yesterday I blogged about our intranet benchmarking results which compared the intranet against other intranets and gave us an expert evaluation. Today I’m going to look at survey results from our staff intranet satisfaction survey (run by Customer Carewords) which we ran alongside the benchmarking tests.
We used Gerry McGovern’s “Customer Centric Index” method which is designed to get instant, gut-level responses about staff experience of using the intranet. The survey is designed to report on 3 key areas:
We evaluated the intranet from both an expert viewpoint and a staff perspective. Interestingly, both exercises show similar results. Which means that we’ve got a good picture of the current “state of the nation.”
So how did we do? Staff all agree that the new intranet has a great layout, is simple to read and visually appealing. They also said that the information is kept up to date and that the menus are clear and easy to use. Good to learn that staff actually trust the content, stating it to be open and transparent. But, (and no surprises here,) our people finder function is pants.
Curiously and annoyingly, it doesn’t look like staff are calling out for “social” functions, like being able to comment or vote on content or to collaborate with each other. I guess I was hoping that they would.
So the next project is to find out how staff use search and what their perception of it is. I suspect the problem is having one HQ intranet and a handful of individual intranets.
Ending on a positive note, the survey results compliment the benchmarking results and confirm that the intranet team have done a great job on the overhaul in terms of design, content and architecture. Staff opinion, expert evaluations and comparison against other intranets worldwide show that there is a remarkable overall improvement and that we are making big steps in intranet design.
Our core intranet team spent the last 2 years working on a project to overhaul and improve the intranet (in addition to publishing daily content and building other sites.)
Project outline (2008-2010)
- Information architecture and cardsorting
- Wireframe designs and user testing
- HTML and CMS build
- Content audit and migration
- Comms & launch
We use IBF as our benchmarking company and we’re members of the Europe group. The MoJ intranet 2010 was benchmarked on “design and usability”. Our expert evaluation score elevated us into the top 20% of Europe group members. We also managed to produce the highest score of all IBF members on the expert evaluation of our “design” metric (so, so proud of that one!)
We got some great advice at our feedback session with IBF earlier this week. There are several areas to improve. Some areas we can get to grips with immediately by making quick incremental tweaks. One particular page layout problem brought our usability testing score down – but at least we know what is wrong now and can fix it. Others are going to take time and careful planning and overcoming of obstacles.
Moving forward, we need to tackle intranet strategy and governance and look at ways of introducing collaboration, staff engagement, knowledge sharing, peer to peer and staff to management communication and customisation/personalisation on the intranet. Also a call from stakeholders for intranet stats and analytics.
I’m over the moon that the efforts of the intranet team have paid off and that we’ve been recognised as achieving major steps in improving overall design, findability and accessibility.
Looking forward to the next phase of evolution…
We’re starting to look at “bounce rate” as a metric for staff engagement on the intranet.
I work with two definitions of bounce rate:
1) Google’s official definition: one page view in one visit
2) Google’s unofficial definition: “I came, I puked, I left”
On the web, analytics packages work on the concept that people visit a website from a search engine or from another campaign medium. Websites require something to “bring in” the visitors.
On the intranet, we have a captive audience. But if the intranet homepage is given to staff by default when they open the browser, then I think we have a reason not to include it in bounce rate metrics. Measuring staff interaction should start when they make the first click on the homepage, not when the homepage loads.
The intranet homepage essentially signposts people to other content pages lower down in the intranet structure. I don’t care too much about how many people viewed the homepage. What I care about is whether they got to the sub-layers of the intranet and consumed content.
For most of my analytics, I exclude the homepage as part of the user journey. The journey starts when someone “lands” on a lower-level page. That’s when I start counting bounce rate. If these pages bounce then I know that I have a problem. If I were to count the homepage, then by definition, these secondary pages would never bounce and would always appear to be working well.
This post highlights what you need to think about when setting up Google Analytics on an intranet. Where detailed instructions are available elsewhere I have included links.
Your intranet and web access
Check that staff can access specific Google pages on the web and that your intranet URL is ok. For example http://intranet won’t work. See specific Google pages.
If your company imposes restrictions on web access you may have to ask to add these addresses to the whitelist of allowed URLs.
Get yourself some Google accounts
You need a Google account. You can register your work email address; this makes it easier when setting up reports later.
You need a Google Analytics account. Sign up for a Google Analytics (GA) account using the email address registered against the Google account. You’ll need to create a profile in GA in order to get a profile ID, something like UA-1234567-1. This is the magic profile number that you need to include in your intranet pages. See examples of the tracking code.
Add the google code to every page
Decide how to tackle downloads
The Google tracking code only tracks HTML pages. It will not automatically track Word documents or PDF files etc. There are two methods to use in order to track downloads, depending on whether you publish via CMS or manually.
Tracking downloads with a content management system
To track documents, I’d recommend using the URL as it would appear in the natural intranet folder structure:
Tracking downloads with manually published HTML pages
Tracking downloads from your search engine
What else do you want to track?
- Track links from an email promoting an intranet page
- Track links from a PDF newsletter
Events or user interactions
- Track “clicks” on a voting button
- Track “plays” of a video
See the Google event tracking guide.