Or is it just expected to support the way we do things?

The answer may sound ambiguous but the answer is yes – if it is a successful implementation then it will change your organisation, but yes, it is there to support you as well. Both are equally important to realise during the early stages of the decision to implement an Intranet. If you go into an Intranet implementation thinking it will seamlessly and invisibly embed into your standard processes and procedures then there is a danger that expectations will be set unrealistically or there will be missed opportunities. If you go into an Intranet implementation thinking that it is just “something we have to do” and that the way the system works “is just the way it works” then you may also miss some opportunities to leverage the best an Intranet can offer.

In academic circles these questions are characterised as either ‘technological determinism’, that is, this is just the way it works and we’ll have to change things to use it, or ‘social constructivism’, that is, we can shape the technology to the way we work. Esoteric terms, but an interesting and relevant debate. The truth really lies in the places in between these two opposing views – if you want to achieve the best you can you’ll need to change some things about the way you work and you also need to change the technology.

A practical example for the way an organisation might change to get the most out of an Intranet include new roles to demarcate Intranet management and reporting responsibilities – both from the technical and people and process angles. But do not just ‘load’ people up with new Intranet responsibilities without reducing or removing their other tasks and roles. Another example is the management of some of the organisation’s standard procedures. Some examples: move the employee induction process online, encourage online discussions over email use, and discourage shared drive usage.

In terms of recognising the flexibility of your Intranet look at how people work now and ask your Intranet implementation team to change the Intranet to suit the organisation’s needs. For example, do some staff wish to work from home but it has previously been to difficult to access the work they need? If so, create an Extranet capability making sure that the mobile workforce has what it needs when it needs it. Another example is to ask your Intranet implementer about all the different customisations that are possible with your Intranet. It may sound broad but your Intranet implementer should know what is possible and have examples on hand. The important thing to consider when shaping the Intranet is how will it empower people in their day to day work.

So to re-iterate, make sure you go into an Intranet implementation understanding that the technology is there to benefit your organisation, but it won’t come without some change to your organisation.