"... productivity improved ... This allowed the team to spend more time in providing higher added value services to their clients instead of doing more mundane and repetitive tasks. "

Project Portfolio:
  Reuters Intranet

Challenge

While working at Reuters, a leading global news and financial information company, I was assigned a project to design, build and rollout an intranet website for our group.


The group was dispersed geographically in North America and South America.  It was also made up of 7 sub-groups.  The group had difficulty in coordination between the sub-groups and with the company in general.  Each sub-group possessed specialized knowledge that was not easily accessible to others and it meant it took a long time to figure out who to contact to get the specific information.

Solution

The intranet website was organized by sub-group.  We adopted a homepage similar to yahoo's web page in the sense of organizing information.  This allowed us to fill the homepage with a lot of information so that anyone could find that information they needed without having specialized knowledge of the groups organization and naming conventions.


To address the need to keep very specialized information timely and relevant each sub-group assigned a "knowledge owner" that was responsible for keeping track of their information.  They would let me know when the information needed to be updated.


In addition, each sub-group added sections where they could post information that they were frequently asked.  Clients could first visit these sections and lookup issues that typically were easy to resolve.  Many specialized process procedures were also added to the site simplifying and streamlining the use and understanding of the processes.


Lastly, areas in the website where dedicated to provide more information (some personal e.g. promotions, weddings, births) about members of the sub-groups.

Results

Soon after launch the intranet website had over 1700 regular users; about 10% of the organizations total employees.


Irregular visitors now also had a place to go to find all the info. about the group when they needed it.  Users commented that information once hard to get was now easily accessible.  In addition, the information was up to date.  Intra- group communication was also improved because it was easier to find the people that where responsible for the specific knowledge areas.  Lastly, productivity improved because many processes & FAQs where put on the groups intranet facilitating more self-service capabilities.  This allowed the team to spend more time in providing higher added value services to their clients instead of doing more mundane and repetitive tasks.