Why can’t people find stuff on the intranet?–Final summary

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Those of you who get an RSS feed of this blog might have noticed it was busy over last week. This is because I pushed out 4 blog posts that showed my analysis using IBIS of a detailed linear discussion on LinkedIn. To save people getting lost in the analysis, I thought I’d quickly post a bit of an executive summary from the exercise.

To set context, Issue Mapping is a technique of visually capturing rationale. It is graphically represented using a simple, but powerful, visual structure called IBIS (Issue Based Information System). IBIS allows all elements and rationale of a conversation to be captured in a manner that can be easily reflected upon. Unlike prose, which is linear, the advantage of visually representing argument structure is it helps people to form a better mental model of the nature of a problem or issue. Even better, when captured this way, makes it significantly easier to identify emergent themes or key aspects to an issue.

You can find out all about IBIS and Dialogue Mapping in my new book, at the Cognexus site or the other articles on my blog.

The challenge…

On the Intranet Professionals group on LinkedIn recently, the following question was asked:

What are the main three reasons users cannot find the content they were looking for on intranet?

In all, there were more than 60 responses from various people with some really valuable input. I decided that it might be an interesting experiment to capture this discussion using the IBIS notion to see if it makes it easier for people to understand the depth of the issue/discussion and reach a synthesis of root causes.

I wrote 4 posts, each building on the last, until I had covered the full conversation. For each post, I supplied an analysis of how I created the IBIS map and then exported the maps themselves. You can follow those below:

Part 1 analysis: http://www.cleverworkarounds.com/2012/01/15/why-cant-users-find-stuff-on-the-intranet-in-ibis-synthesispart-1/
Part 2 analysis: http://www.cleverworkarounds.com/2012/01/15/why-cant-users-find-stuff-on-the-intranet-an-ibis-synthesispart-2/
Part 3 analysis: http://www.cleverworkarounds.com/2012/01/16/why-cant-users-find-stuff-on-the-intranet-an-ibis-synthesispart-3/
Part 4 analysis: http://www.cleverworkarounds.com/2012/01/16/why-cant-users-find-stuff-on-the-intranet-an-ibis-synthesispart-4/

Final map: http://www.cleverworkarounds.com/maps/findstuffpart4/Linkedin_Discussion__192168031326631637693.html

For what its worth, the summary of themes from the discussion was that there were 5 main reasons for users not finding what they are looking for on the intranet.

  1. Poor information architecture
  2. Issues with the content itself
  3. People and change aspects
  4. Inadequate governance
  5. Lack of user-centred design

Within these areas or “meta-themes” there were varied sub issues. These are captured in the table below.

Poor information architecture Issues with content People and change aspects Inadequate governance Lack of user-centred design
Vocabulary and labelling issues

· Inconsistent vocabulary and acronyms

· Not using the vocabulary of users

· Documents have no naming convention

Poor navigation

Lack of metadata

· Tagging does not come naturally to employees

Poor structure of data

· Organisation structure focus instead of user task focussed

· The intranet’s lazy over-reliance on search

Old content not deleted

Too much information of little value

Duplicate or “near duplicate” content

Information does not exist or an unrecognisable form

People with different backgrounds, language, education and bias’ all creating content

Too much “hard drive” thinking

People not knowing what they want

Lack of motivation for contributors to make information easier to use

Google inspired inflated expectations on search functionality on intranet

Adopting social media from a hype driven motivation

Lack of governance/training around metadata and tagging

Not regularly reviewing search analytics

Poor and/or low cost search engine is deployed

Search engine is not set up properly or used to full potential

Lack of “before the fact” coordination with business communications and training

Comms and intranet don’t listen and learn from all levels of the business.

Ambiguous, under-resourced or misplaced Intranet ownership

The wrong content is being managed

There are easier alternatives available

Content is structured according to the view of the owners rather than the audience

Not accounting for two types of visitors… task-driven and browse-based

No social aspects to search

Not making the search box available enough

A failure to offer an entry level view

Not accounting for people who do not know what they are looking for versus those who do

Not soliciting feedback from a user on a failed search about what was being looked for

So now you have seen the final output, be sure to visit the maps and analysis and read about the journey on how this table emerged. One thing is for sure, it sure took me a hell of a lot longer to write about it than to actually do it!

Thanks for reading

Paul Culmsee



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3 Responses to Why can’t people find stuff on the intranet?–Final summary

  1. Pingback: 10 worst practices you could be doing on your Intranet, By Sam Marshall « Interact Intranet is Intelligent Intranet Software

  2. Scott says:

    Great posts! Is it possible to get a file of the final map that could be imported to Compendium? Thanks.

  3. admin says:

    Hi Scott

    Happy to send you the original map. I’ll email it…



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