Intranet Solutions - Customer Carewords

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Intranets: Increase productivity, reduce costs

The number one objective of your intranet must be to make staff more productive. (Your staff are your "customers.") To do this you must identify the top tasks of your staff and then make these tasks simpler and faster to complete.

Tetra Pak, Rolls-Royce, IKEA, BBC, Schlumberger, and the US Internal Revenue Service have used Customer Carewords to identify and manage their intranets' top tasks. We have developed a database of intranet tasks that can tell you which tasks are in high demand and which are not.

Increase productivity: If you focus on the top tasks of your staff and continuously improve these tasks you will undoubtedly increase the productivity of your organization. If there is one thing that is guaranteed to get the attention of senior management it is improved productivity.
Reduce costs: Making top tasks faster and simpler to complete saves money. Not only does Customer Carewords help identify top tasks, it also gives you a sophisticated business case model to show how you are saving money for the organization.
Manage with facts, not opinions: No more endless debates about what should and shouldn't be on your intranet. You get hard, defensible, compelling data that shows exactly what your staff want-and don't want.
A simpler, smaller intranet: Strip away all the filler content from your intranet. Most intranets would be much more useful if they deleted 50 percent of their content. Customer Carewords will show you the tasks that staff are not interested in; these tasks are strong candidates for deletion.

Embrace task management

Intranets are often neglected. At worst they can become disorganized dumping grounds for vast quantities of content that is out of date and often poorly written. Rarely do they get the attention that they deserve from senior management.

Customer Carewords is about helping you change all that. Underlying the solution is an approach that we call task management. We've been working on intranets since 1997. In our experience the following are the key reasons that intranets fail to deliver sufficient value:

Organization-centric: Most staff know little about how their organization is organized-and care less. Poorly performing intranets tend to have classifications and navigation based on the organization chart. They have lots of content (vanity ware) telling you about how wonderful various sections of the organizations are (nobody cares).
Technology-centric: There are those out there who think that it's all down to choosing the right content management software or portal. This is one of the most inefficient strategies that any intranet could pursue.
Content-centric: Letting everybody publish everything is a wonderful way to destroy productivity. Large, sprawling intranets are a nightmare to navigate and search. And when you do find some content it's often poorly written and/or out-of-date.

Task management is about managing the task, not the content or the technology. The key measure of success becomes task completion. It's about answering these kinds of questions:

Was Mary able to find a number for John from accounts quickly and easily?
Was Martin able to access his salary/pay details quickly and easily?
When Joan was planning that business trip to New York was she able to find the travel policy quickly?
Was Franz able to find that interesting job opening in the UK division quickly and easily?

Organizations we have worked with have identified millions of euro/dollars in productivity gains and cost savings by focusing on improving such tasks. Customer Carewords is a tried and trusted solution that helps some of the best organizations in the world (BBC, Tetra Pak, IKEA, Schlumberger) deliver more value from their intranets.

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Customer Carewords is a unique scoring technique enabling customers to tell you in precise, statistical terms their top tasks when they arrive at your website. More

Fonterra intranet
"Thank goodness for the Customer Carewords Top Tasks approach. With 11,000 PC-using employees and hundreds of interested parties, it was vital to the on time, within budget delivery of Fonterra's global intranet redevelopment. An organisation-wide survey of top tasks produced a clear set of priorities which could not be argued and set the foundation for a manageable project and a useful outcome. Unless you're hell bent on building a monument to your (or your organisation's) ego and completely uninterested in delivering value to users, this process is the best way to start any web project."
Sandy Cobussen, Cobussen & Cobussen

University of Hertfordshire intranet
"Customer Carewords worked closely with the University team to understand our existing content requirement for a new staff intranet and supported us in providing a sound analysis of users needs for an effective intranet. They provided prompt communication support via email, phone, and conferencing online. They produced a presentation and a clear report with a set of actions to take with our site focussing on the twenty top tasks and analysis."
Ian Fraser, Project Manager Staff Intranet, Marketing and Communications, University of Hertfordshire

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