The Dual Mode Intranet
Jesper Bylund | Intranet Manager
by Jesper Bylund
2y ago
Every organization has two modes that need to be handled: “business as usual”, and “business as UNususal”. The balance between them—how much collective time spent in respective mode—is dependent on the organization’s mission, nature, leadership, size, age and several other factors. To recognize that the two modes exist in every organization, and to build a collection of digital services that supports work in both modes, is imperative if you want to deliver a great digital employee experience. *** Business as ususal is “the complience mode”, “to follow basic organizational rules”. It’s about l ..read more
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Level Up Your Intranet Stakeholders
Jesper Bylund | Intranet Manager
by Jesper Bylund
3y ago
*** Did you know there are three levels of maturity among intranet stakeholders that should provide services and info on the intranet? Let me explain. Level one is when the stakeholder doesn’t realize at all that information is important. In my opinion the intranet is not important. You know, I don’t use it, so I don’t think anyone else does. I can’t see why we should have any information about the routines and services we provide. But we demand a page where we can present our unit and contact info. And a big picture of us all, that would be great! Representative of level 1 (im)maturity Thank ..read more
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Splitting The Intranet Content Page Into Two
Jesper Bylund | Intranet Manager
by Jesper Bylund
3y ago
You know the classic templates for an intranet? Home page, one or two versions of Nav page, Content page, and News page. In Region Skåne, we are splitting the content page into two different templates—”the service page”, and “the inspiration page”. Right now, we will use them in the special section for managers. Later, on the whole intranet. a) The service page template This page is all about explaining a routine, a process, a transaction. The purpouse is to answer the question “How do I..?” in a 1-2-3 way, with great UX writing. Primary content (what you must know in order to get your answer ..read more
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What Your Intranet SEO Specialist Should Do
Jesper Bylund | Intranet Manager
by Jesper Bylund
3y ago
Search is one of the big ways to get answers on the intranet. Navigation is the other way. Both must work if you want your intranet to be a real efficiency-enchancing bussiness tool. Therefore, when you have an intranet team with more than one member, you should concider making one member in the team “the SEO specialist”, at least part-time. What should the intranet SEO specialist do? The Intranet Governance Game gives the answer. Operations/daily work Make sure the search engine has the right editor’s choices/best bets Make sure the content pages have the right metadata Make sure the search ..read more
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Intranet manager, you’re NOT the document manager
Jesper Bylund | Intranet Manager
by Jesper Bylund
3y ago
You’re the Intranet Manager, so of course you’re also responsible for all the invoices in the organization? Do I hear you say “no”? But all the contracts of employment – surly that is your responsibility to handle, store, and archive? Again “no”? We can all see that invoices are the responsibility of the Finance department, within an accounting software tool. And contracts are often stored in a Human Recources Management System and governed by HR specialists. No one would ever ask the Intranet manager to fix this. Actually, there are a lot of “ecosystems” in an organization: FM (Finance Manag ..read more
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Job Role Content—”Rocket Fuel” For Your Intranet
Jesper Bylund | Intranet Manager
by Jesper Bylund
4y ago
If you run an intranet in a big organization, you probably need to explore intranet personalization, tailoring and targeting, because the ordinary employee doesn’t need 14,000 pages for getting the work done. Tailoring is explained in this article by James Robertson. He speaks about three “facets” to use: geographic location business unit job role Geographic location is about targeting based on continent, region, country, or—in our case—city. Our intranet at Region Skåne has news feeds for the ten cities/sites where we have hospitals. Focus in these feeds is things that happen in the hospita ..read more
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Top Tasks for Your Intranet
Jesper Bylund | Intranet Manager
by Jesper Bylund
4y ago
What content should your intranet have? What is important for the end-users? In order to know that, you have to ask them – and observe them. Otherwise there is a risk of focusing on the wrong content. One way to ask them is to conduct a user needs analyses using the top tasks model (championed by Gerry McGovern, Fredrik Wackå et al). We asked 1,200 employees what they need in their work. This is our Top-20 end-user needs list, filtered for our primary user group (healthcare staff): Needs Solutions 1. Medical guidelines and procedures In the units’ work spaces (most of this ..read more
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Moments of truth—and the relevance of your intranet
Jesper Bylund | Intranet Manager
by Jesper Bylund
4y ago
Take a long hard, look at this photo. This is the core business in Region Skåne, my organisation. The patient in the bed (a small child) and this nurse, along with 27,999 additional healthcare staff, is the primary reason why Region Skåne exists. This photo embodies the organisational mission—to treat patients and to save lives. This photo also illustrates the most important service encounter, or touchpoint, we have. Jan Carlzon, legendary CEO of Scandinavian Airlines Systems, wrote a book about this in the 80s, “Moments of Truth”. By ”moment of truth” Jan Carlzon means the few seconds or mi ..read more
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An intranet fairy tale
Jesper Bylund | Intranet Manager
by Jesper Bylund
4y ago
Once upon a time there was a village. Let’s call the village ”Region Skåne”. This village was a very special village, it was specialized in health craft. People in need (the villagers used to call them ”patienti”) travelled from near and far in search of help. The villagers were wise women and men, with extensive knowledge of herbs, potions and cures. Some people thought they practiced magic, but the villagers know there was no wizardry involved. They had learned their craft through a lot of study and practice.  The village had different guilds. There was the Doc guild. The Nursing guil ..read more
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This is How Our Intranet Helps Health Care Employees in the Fight Against Covid-19
Jesper Bylund | Intranet Manager
by Jesper Bylund
4y ago
Region Skåne, my organisation, is a health care provider. Right now, the whole organisation is gearing up for the covid-19 pandemic. Today (March 20) the situation is under control. But the hypothesis is that from now on the patient influx will multiply every second day or so. A storm is coming. What can our intranet do to provide support in this situation? A lot of information about ongoing preparations needs to be available. Also, the special internal crisis organisation decides on many things; special contagion procedures, alternative logistics routines, etc. Below you can see a snapshot of ..read more
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