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IBF Intranets live - Part 5 CapitalOne

Catherine Murphy (intranet manager) from CapitalOne



Q How did you end up as intranet manager ?
A Fell into it, knew person implementing portal and he gave me the job. Over time fell into overall management of it.

Q CapitalOne intranet flavour
A More interactive, representative of our culture open and collaborative. We have blogs, wikipedia. Looking for better way to connect people.
Our portal helps support cultural integration

[screen shot]

Q Proud of ?
A Ease of getting to things from the home page, people find things quicker and easier, they use search less

Q Platform ?
A Oracle web logic

Q What bad things happen to Intranet managers ?
A Getting caught up in intranet content, rather than being able to keep focus on strategic goals. I prefer to spend time on future design, usability, productive functionality.
Part of the change where communication is opened up between staff an associates, means it's easy to loose focus.

Q Economic crisis ? Had an effect on your role ?
A In a warped way good for us. CapitalOne is always trying to be more competitive, that means we have an opportunity to reeducate our business case for the intranet. People currently are collaborating ineffectively - could be done better in another way, e.g. using intranet.

Q Ways to mitigate these collaboration issues ?
A We're trying to offer alternative to email reply all as one of our goals

I work in HR team so that helps with being able to shift behaviors in the organisation e.g. are we rewarding collaboration / make staff more productive.

Q Three tips for new intranet managers ?
A Make sure IT understands goals and strategy for the tool (intranet), took us a while when we started 4 yrs ago to get IT on board. We're well partnered with IT now.

Don't underestimate usability needs! We continually have to focus on this, even if it seems intuitive not all users won't see it the same. Itterative

Q Legacy of your managership at CapitalOne ?
A I hope intranet is a usable tool that helps folks get their work done.

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