Ensuring that users have a straightforward method to promptly inform the appropriate individuals when they come across any issues while using the intranet is paramount. Furthermore, it is advantageous to offer employees a platform for expressing their ideas or opinions that could potentially enhance the content or streamline processes within the intranet. This two-way communication not only facilitates efficient issue resolution but also fosters a culture of collaboration and innovation within the organisation. By empowering users to contribute their insights and suggestions, the intranet can continuously evolve and improve, becoming a more valuable resource for all stakeholders involved. This open channel for feedback not only strengthens user engagement but also demonstrates a commitment to continuous improvement and adaptability in response to user needs.
Feedback Routes
A dedicated intranet page should be maintained to provide users with all possible routes of feedback. These can be provided as text explanations or links and can include:
- Form submission to the Intranet Team
- Employee noticeboard or forum post (other employees can add to / comment on the ideas)
- Comment directly on an article (e.g., policy, news item)
- Report content as out-of-date/missing information
- Report a poor search result
- Report a person profile as out-of-date
- Connect directly with users - integrate with customer dialogue software (third-party software fees apply):
- Intercom software: https://www.intercom.com/
Responding to (and actioning) feedback
It is critical that the Intranet Team responds to and acts on feedback, otherwise users will lose faith with the intranet. Ways to respond can include:
- acknowledgement of receipt of emails, form submissions, and alerts. These should then be followed up with additional questions (where applicable) and a confirmation of actions taken or not
- comment a response directly on posts and comments
- a summary each week of feedback/requested changes and mention what has been actioned (this could be in the form of a news item)
Annual Survey
Survey your users annually to help decide on relevant improvements.
Example annual survey #1: https://www.surveymonkey.co.uk/r/RJZHBVB
Example annual survey #2: https://www.surveymonkey.co.uk/r/TFDMK55
Example annual survey #3: https://www.surveymonkey.co.uk/r/SDQW8GM
Hints and tips:
- Remove barriers to use - keep the survey short and the questions clear
- Use incentives - improve adoption with a fun prize for those completing the survey
- Keep it anonymous - give users the freedom to say exactly what they think!
- Make it repeatable- ask the same questions each year to track progress
- Seek context - find out how the intranet fits into users' wider roles
- Publish the results - publicise the results and provide a roadmap for a schedule of updates
- Deliver on changes - and let users know once the changes are done!