Special Series: Taming the Intranet Beast, Part 2
Part Two: Intranets Are All about Vacation and Money
In the second of a five-part series on Taming the Intranet Beast, senior consultant Denise Eisner highlights two of the top things employees care most about when it comes to Intranets.
The essence of the employer/employee relationship is this: employees are paid for work performed and they get days off from work with pay. Understanding how pay and vacation is given in an organization is often described on departmental Intranets via policies, agreements, guidelines and forms that support how and when employees collect salary or overtime, and when they can take time off.
Unfortunately, surveys of users and heuristic (usability) reviews of Intranets reveal that many of these sites don’t provide the means to do any tasks related to pay or benefits easily or efficiently. The most common issues with Intranets include:
- Sites that use practitioner jargon, not plain language – Employees describe compensation as pay and leave as vacation. Yet a majority of sites yield to human resources terms because those groups author the content and determine navigation labels.
- Corporate content is outdated and/or duplicated – The new vacation request form has been posted but the old one is still available. Sound familiar?
- Few if any of these key tasks are available via the home page – Employees might find pay and vacation content two, three or four clicks in from the home page, which is frequently the default page when the browser opens. Rather than get right to their chosen task, they have to fight the information architecture. This loss of productivity can cost the organization 90 cents a minute per employee.
- FAQs are not – The use of the frequently asked question has devolved into a convenient format for web content but it rarely reflects what users actually want to know. By not having informative FAQs, HR advisors end up responding to the same questions over and over.
- Bad forms – Form design is a special practice that takes into account logic models, taxonomy, visual design and functional requirements. The result of bad form design is bad data, delayed processing and a good amount of frustration for all.
Fixing the Vacation and Pay Design Problem
Identifying the key tasks related to vacation and pay and positioning those tasks within easy reach of users will go a long way toward improving Intranet usability. Task analysis, card sorting, and paper prototyping are helpful activities that can uncover most of the common issues with navigation and site structure with respect to these tasks.
However, fixing vacation and pay tasks online is not just an information architecture problem. Supporting these tasks also means analyzing how the task gets completed beyond the Intranet site. If for example a request form gets automatically sent to an email account that is monitored by one employee, what happens when that employee is away? Or, if a vacation form submitted online requires another employee to rekey that information into a legacy system, what processes are in place to prevent errors? Could there be some automation to prevent rekeying in the first place? Web teams are not typically tasked with these considerations, but given the impacts on user satisfaction and productivity, this situation calls for collaborative business process solutions to identify weaknesses, determine roles and responsibilities, design potential solutions and test them before releasing them to employees.
In Part Three of this series, Denise Eisner shows how putting tasks ahead of employee newsletters is smart Intranet management.
Denise Eisner is a senior-level web strategist and communications specialist with a passion for creating enhanced user experiences. As a member of the Government Service Excellence practice, Denise’s experience and specializations include web strategy development, information architecture, web analytics (WebTrends and Google Analytics) and web project management. She has led large-scale content audits, developed performance measurement frameworks, and coordinated site updates to meet Treasury Board policies standards and guidelines. Engaged in the evolving spheres of information technology, corporate communications and media for almost two decades, Denise has transformed business objectives into web strategies and information architectures for corporate and government clients in the U.S. and Canada.