Developing Intranets Which People Use: Making Progress When Everyone has an Opinion
http://portal.acm.org/citation.cfm?id=762019.762033

Zukor, Lee
ACM
2001

Abstract:

The goal of an intranet site is to improve knowledge sharing and productivity. In a large company, it can be difficult to achieve consensus on how to make this happen. Knowledge management experts, information systems project managers, graphic designers, marketing leaders, HTML developers and usability engineers are used to fighting for their places, convinced that they know best. In truth, the intranet is not yet mature, and there are no definite answers. This chapter describes experiences with the intranet sites of two Fortune 500 companies. In both cases, the usability engineer was a consultant from outside the company, in one case part of a team of consultants and in the other working more closely with company employees. Both intranet projects were riddled with mishaps, bad decisions, personality conflicts, and compromises. Still, the usability engineers were able to improve the sites by becoming members of the project teams, and by tirelessly incorporating usability in everything they did.