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Digg it UP - Intranet Portals - Personalisation and Customisation
The first rule of thumb to remember when designing and producing a custom coin is that it is imperative that the customer and manufacturing work closely as a team throughout the entire process. This will assure the best possible product. A coin that the customer will be as proud to present as their staff is to receive.There are basically eight steps to creating a custom coin. They are:Customer/Manufacturers CommunicationsArt PreparationSelect Size/quantity of coins to be orderedSelect shape of coinSelect FinishSelect ColorsSelect any optionsSelect any packaging Step 1: Customer/Manufacturer CommunicationsThe first step in the production of a custom unit coin is the communication between the customer and manufacturer. For the most part, in today’s world communication is
2) Failure of vision and/or lack of confidence in personalisation benefits
Typical problems include (a) a lack of experience of using portals and thus a lack of awareness of the possibilities, (b) a nostalgia for the old-fashioned style of intranet navigation, (c) an unhealthy focus on the intranet simply as a communication channel, rather than as a business tool and – perhaps most interestingly - (d) a perception that personalisation is synonymous with (or otherwise encourages) individuals failing to observe and comply with single, enterprise-wide processes and policy.
Good reasons not to personalise
There are actually several valid objections to personalisation, which you would ignore
Six-Sigma provides a methodical, disciplined, quantitative approach to continuous process improvement. Through applying statistical thinking, Six Sigma uncovers the nature of business variation and its affect on waste, operating cost, cycle time, profitability, and customer satisfaction.The term “six sigma” is defined as a statistical measure of quality, specifically, a level of 3.4 defects per million or 99.99966% high-quality. To put into practice the Six Sigma management philosophy and achieve this high level of quality, an organization implements the Six Sigma methodology. The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects. Projects are selected that support the company's overall quality improvement goals.A Six Sigma project begins with the proper metrics. Six Sigma produces a flood o
What typifies a modern intranet portal is that there is a standardised user interface (“UI”) with a built in system for user authentication. In other words, the user signs in to the portal rather than simply accessing it. This brings us to the key difference; an intranet portal knows who you are, whilst with an old-fashioned intranet, the user is anonymous.
If the user authentication is properly linked to your employee data, then the portal will know things like (a) what grade the person is, (b) which department they work in, (c) what location they work at and (d) what job they do.
If the portal authentication is also liked to a metadirectory (along with the authentication for all the other systems the user needs to use in their job) then the portal will additionally know (e) which applications the user needs to do their job and (f) the rights the user has (from their security profile) to access different application functionality.
Finally, if an infocube-based web statistics package has been installed, the portal will know (a) which areas of the portal are accessed by the user and (b) the frequency and depth of that access.
The opportunity to personalise the portal experience
Clearly, given the knowledge above, it is possible to personalise the UI for each individual user. For example, if the user works in the sales function, then the homepage that greets them upon logon could be the Sales team homepage. If they work in Leeds, the facilities link on their homepage could be to maps, traffic, fire orders, etc. about the Leeds office (rather than anywhere else). If their specific job is as a field sales manager, then field sales performance graphs and management dashboard could be displayed on the homepage.
If the user is of a grade that places them on the company insider dealing list, then additional (price sensitive) real-time data might be displayed on the screen (which other users would not see). If statistics tell us that they are not reading important communications, then messages could be served to them that draw their attention to what they are missing. Finally, if they use functionality from three different (legacy) systems to do their job, then these could be brought together and surfaced via a portlet application on the portal page.
The prize is clearly a smoother and more integrated user experience, with key information “pushed” at the user in a way they can’t ignore and always no more than a single click away.
The depressing truth about personalisation today
Many portal vendors have undertaken research with their existing customer base to explore (a) how many customers have made extensive use of personalisation and (b) how many surface key business applications via their portal. The results do not make encouraging reading (with less than 20% achieving much beyond what Plumtree call "the empty portal").
This prompts an obvious question. If the benefits to the user of personalisation are so obvious, why have companies not taken advantage of them? In fact, based on my experience, there are multiple reasons not to personalise, which I group into “bad” and “good” reasons.
Bad reasons not to personalise
There are a number of typical failings that tend to stem from a lack of courage, poor understanding or personal prejudice:
1) Failure to link through to employee data and/or a metadirectory
This can be due to a number of factors, including (a) the costs of software seen as too expensive, (b) a perception that implementation will be too difficult or prone to failure, (c) a lack of confidence in the quality of employee data and (d) realising too late that this work is important and having failed therefore to include in project scope or business case costs
2) Failure of vision and/or lack of confidence in personalisation benefits
Typical problems include (a) a lack of experience of using portals and thus a lack of awareness of the possibilities, (b) a nostalgia for the old-fashioned style of intranet navigation, (c) an unhealthy focus on the intranet simply as a communication channel, rather than as a business tool and – perhaps most interestingly - (d) a perception that personalisation is synonymous with (or otherwise encourages) individuals failing to observe and comply with single, enterprise-wide processes and policy.
Good reasons not to personalise
There are actually several valid objections to personalisation, which you would ignore
While posting a classified ad for free or for a price, you wish your phone start ringing with prospective customers making excellent offers. While a few people adopt the right techniques to write classified ads that catch eyeballs and sell products, majority of people out there tires and give up even before giving classifieds ad writing a full hearted try.Classified ads writing techniques are simple and easy to adopt. Yet, lot of people seem to miss the techniques of writing classifieds ads that attract potential customers.How to Write Classifieds Ad Title that Creates Interest in Potential CustomersTitle plays all the most important role in writing a classified ad. Title shoots away to the readers what you have to sell. That is right the title must shoot into the eyeballs of the reader what you have to sell.Some examples of good classifieds ad titles (headline) can be:2002 Honda Accord Black $ 13,400 Pomeranian 14 Weeks,
Finally, if an infocube-based web statistics package has been installed, the portal will know (a) which areas of the portal are accessed by the user and (b) the frequency and depth of that access.
The opportunity to personalise the portal experience
Clearly, given the knowledge above, it is possible to personalise the UI for each individual user. For example, if the user works in the sales function, then the homepage that greets them upon logon could be the Sales team homepage. If they work in Leeds, the facilities link on their homepage could be to maps, traffic, fire orders, etc. about the Leeds office (rather than anywhere else). If their specific job is as a field sales manager, then field sales performance graphs and management dashboard could be displayed on the homepage.
If the user is of a grade that places them on the company insider dealing list, then additional (price sensitive) real-time data might be displayed on the screen (which other users would not see). If statistics tell us that they are not reading important communications, then messages could be served to them that draw their attention to what they are missing. Finally, if they use functionality from three different (legacy) systems to do their job, then these could be brought together and surfaced via a portlet application on the portal page.
The prize is clearly a smoother and more integrated user experience, with key information “pushed” at the user in a way they can’t ignore and always no more than a single click away.
The depressing truth about personalisation today
Many portal vendors have undertaken research with their existing customer base to explore (a) how many customers have made extensive use of personalisation and (b) how many surface key business applications via their portal. The results do not make encouraging reading (with less than 20% achieving much beyond what Plumtree call "the empty portal").
This prompts an obvious question. If the benefits to the user of personalisation are so obvious, why have companies not taken advantage of them? In fact, based on my experience, there are multiple reasons not to personalise, which I group into “bad” and “good” reasons.
Bad reasons not to personalise
There are a number of typical failings that tend to stem from a lack of courage, poor understanding or personal prejudice:
1) Failure to link through to employee data and/or a metadirectory
This can be due to a number of factors, including (a) the costs of software seen as too expensive, (b) a perception that implementation will be too difficult or prone to failure, (c) a lack of confidence in the quality of employee data and (d) realising too late that this work is important and having failed therefore to include in project scope or business case costs
2) Failure of vision and/or lack of confidence in personalisation benefits
Typical problems include (a) a lack of experience of using portals and thus a lack of awareness of the possibilities, (b) a nostalgia for the old-fashioned style of intranet navigation, (c) an unhealthy focus on the intranet simply as a communication channel, rather than as a business tool and – perhaps most interestingly - (d) a perception that personalisation is synonymous with (or otherwise encourages) individuals failing to observe and comply with single, enterprise-wide processes and policy.
Good reasons not to personalise
There are actually several valid objections to personalisation, which you would ignore
“I need help in choosing the career for me!”If you’re looking to create a well planned career path or want to rekindle your lackluster career path, you need a career action plan. Best of all, you already have what you need to make your career action plan. Your own career change plan consists of 4 parts to clarify your career aspirations:1. Career Clarity / Career Purpose. A career change kit starts with what you are meant to do. Find out once and for all what you should be doing. We are all meant to do something. No two lives are identical. We all possess a calling, a unique purpose to our existence. This uniqueness also expresses itself in the career we are meant to do. You just have to follow it by connecting your career with your life purpose. This same process can also help you reconnect with the "why" of the career you’ve chosen.2. Career Mission Statement. The very company you work for probably has a mission statement. Consider this fact, how woul
The prize is clearly a smoother and more integrated user experience, with key information “pushed” at the user in a way they can’t ignore and always no more than a single click away.
The depressing truth about personalisation today
Many portal vendors have undertaken research with their existing customer base to explore (a) how many customers have made extensive use of personalisation and (b) how many surface key business applications via their portal. The results do not make encouraging reading (with less than 20% achieving much beyond what Plumtree call "the empty portal").
This prompts an obvious question. If the benefits to the user of personalisation are so obvious, why have companies not taken advantage of them? In fact, based on my experience, there are multiple reasons not to personalise, which I group into “bad” and “good” reasons.
Bad reasons not to personalise
There are a number of typical failings that tend to stem from a lack of courage, poor understanding or personal prejudice:
1) Failure to link through to employee data and/or a metadirectory
This can be due to a number of factors, including (a) the costs of software seen as too expensive, (b) a perception that implementation will be too difficult or prone to failure, (c) a lack of confidence in the quality of employee data and (d) realising too late that this work is important and having failed therefore to include in project scope or business case costs
2) Failure of vision and/or lack of confidence in personalisation benefits
Typical problems include (a) a lack of experience of using portals and thus a lack of awareness of the possibilities, (b) a nostalgia for the old-fashioned style of intranet navigation, (c) an unhealthy focus on the intranet simply as a communication channel, rather than as a business tool and – perhaps most interestingly - (d) a perception that personalisation is synonymous with (or otherwise encourages) individuals failing to observe and comply with single, enterprise-wide processes and policy.
Good reasons not to personalise
There are actually several valid objections to personalisation, which you would ignore
As a society, we invest millions into speech pathology for our nations’ young people. Speech therapists are available in every major school corporation in our country. It is clear that the verbal skills are considered a high priority for children facing speech challenges. A great deal of time is devoted to correcting or mitigating these problems but should our commitment to speech hygiene lessen as we grow older?Meaning and understanding are the foundation of communication. It is why newcomers to our country are helped and encouraged to learn the English language so that they can share in the comfort of understanding and meaning of the world around them. I emphasize these concepts because while our business community invests in safer office spaces, better work cell design, and color palettes to sooth, energize, and motivate workers, they often forget about verbal ergonomics—the care and development of the voice.Our ability to speak is one of the most basic
This prompts an obvious question. If the benefits to the user of personalisation are so obvious, why have companies not taken advantage of them? In fact, based on my experience, there are multiple reasons not to personalise, which I group into “bad” and “good” reasons.
Bad reasons not to personalise
There are a number of typical failings that tend to stem from a lack of courage, poor understanding or personal prejudice:
1) Failure to link through to employee data and/or a metadirectory
This can be due to a number of factors, including (a) the costs of software seen as too expensive, (b) a perception that implementation will be too difficult or prone to failure, (c) a lack of confidence in the quality of employee data and (d) realising too late that this work is important and having failed therefore to include in project scope or business case costs
2) Failure of vision and/or lack of confidence in personalisation benefits
Typical problems include (a) a lack of experience of using portals and thus a lack of awareness of the possibilities, (b) a nostalgia for the old-fashioned style of intranet navigation, (c) an unhealthy focus on the intranet simply as a communication channel, rather than as a business tool and – perhaps most interestingly - (d) a perception that personalisation is synonymous with (or otherwise encourages) individuals failing to observe and comply with single, enterprise-wide processes and policy.
Good reasons not to personalise
There are actually several valid objections to personalisation, which you would ignore
“Money for nothing and the chicks for free”: that is the perfect slogan for the life of people who buy and sell domains. Why? Because if you make it big in domain names, you are pretty much set for life. Sure, I may be making thousands a month with little investment, but the real big fishes make that a day. It might seem crazy, but it’s true. I do not work a day job, because I don’t need to: I sell domains. I do not labor 8 hour work days: I sell domains. That’s right, domains can make your life a lot nicer than it is now. If you are looking into domain investing, but are still on the fence as to whether it’s worth it, I hope that this article will help you make your decision.Different people (and not only those who sell domains) have different opinions about investment. Some people will tell you that you shouldn’t spend money to make money. Investors will tell you that you should spend a lot of money to make money. The truth is that they are both partly righ
2) Failure of vision and/or lack of confidence in personalisation benefits
Typical problems include (a) a lack of experience of using portals and thus a lack of awareness of the possibilities, (b) a nostalgia for the old-fashioned style of intranet navigation, (c) an unhealthy focus on the intranet simply as a communication channel, rather than as a business tool and – perhaps most interestingly - (d) a perception that personalisation is synonymous with (or otherwise encourages) individuals failing to observe and comply with single, enterprise-wide processes and policy.
Good reasons not to personalise
There are actually several valid objections to personalisation, which you would ignore at your peril. The two most notable are:
3) The whole is more than the sum of the parts
Many portal projects are built on the concepts of (a) increased knowledge sharing between teams, (b) better awareness of the “big picture” of what is happening in the company and (c) a sense of belonging to a single, enterprise-wide community. By personalising teams and individuals into “ghettos” where they only see information and applications directly relevant to them, the opportunity is lost to have them explore the intranet presence of other colleagues.
4) Log-in as a barrier to user adoption
A (valid) concern that requiring people to log-in each time they access the portal will act as a deterrent to them doing so, thereby reducing the portal benefits through a reduction in intranet usage. This has lead to some customers disabling the log-in feature! Of course, such problems can be overcome through the implementation of a single sign-on application, where rights to access the portal (without a separate log-on procedure) are granted when the user logs onto the network. However, companies often fail to plan or budget for such changes.
So is personalisation the right thing to do? If so, how can I make it happen?
On balance, of course, the benefits of personalisation, for most organisations, far outweigh the risks and costs. After all, why buy a Ferrari, then only use it to do the school run? If you were never going to use the portal for these advanced functions, why did you buy one? It would have been much cheaper to invest in your traditional intranet!
If you are looking to make it happen, however, you must recognise the organisational, financial and technical challenges inherent in the work. Firstly, you should ensure that your business case contains the full costs of integrating the portal with employee data and metadirectory capabilities. Ideally, you should also extend this to a single-sign-on solution if you can afford it. Secondly, you should showcase to sponsors what personalisation looks like, so that they can improve their understanding of the opportunity. Finally, you should not underestimate the technical grunt work involved in cleaning up your employee data and systems rights.
Do not neglect customisation
I define customisation as the ability for users to customise their own portal settings and appearance (as distinct from how I am defining personalisation, where the portal provisions information and applications authomatically, based on the user’s profile). By letting users “do it themselves” you allow for the possibility that they may wish to share knowledge and collaborate with people outside their immediate role. You can also learn (by observing their behaviour in customisation) where you could improve upon your personalisation.
Some final thoughts
Personlisation should be a key element of your early visioning work with sponsors and drive costs and benefits in your business case. If you find at that stage that the return on investment (ROI) is not there, then you should perhaps question whether a portal investment is really for you! A mini is adequate, after all, for the school run!
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