Why Intranets Fail And How To Fix Them

by Tredinnick, Luke

• ISBN13: 9781843340935
• ISBN10: 1843340933
• Format: Hardcover
• Copyright: 2004-10-31
• Publisher: Chandos Pub

Summary

Summary: Is a practical guide to some of the common problems associated with Intranets, and solutions to those problems. Explores how the needs of the end-user very often conflict with the needs of the organisation, creating a confusion of purpose that impedes the success of Intranet. It sets out clearly why Intranets cannot be thought of as merely internal Internets, and requires their own management strategies and approaches. The book draws on a wide range of examples and analogies from a variety of contexts to set-out in a clear and concise way the issues at the heart of failing Intranets. It presents step-by-step solutions with universal application. Each issue discussed is accompanied by short practical suggestions for improved Intranet design and architecture. Key Features: Jargon-free and aimed at information professionals; draws many examples from broader library management contexts; clearly distinguishes between Intranet and Internet technologies. The Author: Is a Senior University Lecturer in Information Management at London Metropolitan University. Contents: Introduction Why users behave irrationally - user expectations; the information skills deficit (and surplus); pattern recognition and false superstitions (how the brain builds relationships between ideas; hypertext; well-worn paths and habitual information seeking behaviour; how Intranets stifle users); expectations of failure Why organisations behave irrationally - competing perspectives; organisational expectations; organisational structure and information ownership; the information wasteland; why Intranets are not IT applications Reconciling competing expectations - defining expectations; setting realistic targets; placing Intranets within broader information strategies Elements of Intranet architecture

Table of Contents

Acknowledgements	ix
List of tables and figures	xi
Introduction	xiii
About the author	xix
PART 1 FAILING INTRANETS	1	(72)
1 Why users behave irrationally	7	(22)
Aims	7	(1)
User perspectives on intranets	7	(3)
Types of user	10	(3)
User behaviour	13	(2)
Defining intranet failure	15	(1)
User expectations of intranets	16	(12)
Summary	28	(1)
2 Why organisations behave irrationally	29	(24)
Aims	29	(1)
Organisational expectations	29	(2)
The four functions of intranets	31	(9)
Diverging expectations	40	(2)
The information wasteland	42	(4)
Solutions	46	(5)
Summary	51	(2)
3 Reconciling competing expectations	53	(20)
Aims	53	(1)
Organisational structure and information ownership	54	(1)
Expectations defined	55	(5)
The roles people play	60	(2)
Hypertext or bust	62	(4)
Why competing expectations cause intranets to fail	66	(3)
Managing competing expectations	69	(2)
Summary	71	(2)
PART 2 DESIGNING INTRANETS	73	(86)
4 Elements of Intranet architecture	77	(28)
Aims	77	(1)
Physical structure of intranets	77	(5)
Content management structure	82	(1)
Logical structure	83	(3)
Navigation hierarchies	86	(4)
Parallel and multiple hierarchies	90	(3)
Pathway editors	93	(1)
Metadata and taxonomies	94	(2)
Building taxonomies that work	96	(3)
Intranets unbound	99	(4)
Summary	103	(2)
5 A step-by-step guide to implementing intranets	105	(20)
Aims	105	(1)
Step 1: Setting management priorities	106	(1)
Step 2: Defining strategic objectives	107	(2)
Step 3: Assessing information needs	109	(1)
Step 4: Organising content areas and producing a content-map	109	(3)
Step 5: Identifying teams	112	(2)
Step 6: Design, style and policy	114	(2)
Step 7: Information architecture	116	(3)
Step 8: Selecting pathway editors	119	(1)
Step 9: Centrally managed resources	120	(1)
Step 10: Piloting and previewing	121	(1)
Step 11: Rolling out the intranet	122	(1)
Implementing intranets flowchart	123	(2)
6 A step-by-step guide to managing intranets	125	(20)
Aims	125	(1)
Step 1: Intranet management styles	126	(3)
Step 2: Intranet management cycle	129	(1)
Step 3: Identifying needs	130	(2)
Step 4: Content creation process	132	(1)
Step 5: Content approval process	133	(1)
Step 6: Content deployment process	134	(2)
Step 7: Content review process	136	(1)
Step 8: Deleting and archiving content	137	(1)
Step 9: Managing people	138	(1)
Step 10: Managing central resources	139	(2)
Step 11: Managing pathway editors	141	(1)
Step 12: Managing user feedback	141	(2)
Step 13: Managing infrastructure	143	(1)
Step 14: Maintaining hierarchies	144	(1)
7 Anticipating change	145	(12)
Aims	145	(1)
Managing for change	145	(2)
Changes in personnel	147	(3)
Organisational change	150	(1)
Technological change	151	(1)
Change for users	152	(1)
Information systems convergence	153	(1)
The invisible resource	154	(3)
8 Conclusion	157	(2)
Why intranets fail...	157	(1)
...and how to fix them	157	(2)
Appendix: Resource list	159	(4)
Bibliography	163	(6)
Index	169