One of the biggest obstacles to the success of a social intranet launch and adoption of the channel is the inability for the end-user to upload content correctly. There is nothing worse or more time-consuming for an intranet manager than constantly being asked ‘how to’ especially when the solution is very simple. In truth this is through poor planning from the IM. Better communications around the launch can bridge the knowledge gap, but there are other ways to create clear understanding in the end-user;
Document important processes and instruction manuals and make these available to all. These document don’t have to be text heavy. The best instructions I’ve seen are visual and fun. Think Ikea instructions – but better. Ideally these documents would be sent to every end-use in the business, if cost is an issue downloads are fine.
Offer training throughout the launch period. Hands-on training beats and instruction manuals every day. Offer both online training for end-users and face to face sessions. I would suggest running a theme through these session rather than adopting the ‘drop-in’ approach and run the sessions with a story taking the end-user from point a to point b. Capture these sessions and add these to a help section on the intranet.
Use forums and a dedicated area on the platform to offer help. If you can catalogue questions, discussions and training sessions online do so and make them as social as possible. You will find there are users in the business who are wiling to share their knowledge and help others.
Write an FAQ page and stick the link in as many pages as possible. In some cases this reduce non-essential questions by up to 20%.
If you put these channels in place you should have capable end-users who are equipped to use a social intranet efficiently.
If you have anymore to add just add them to the comments below…