Scott McKenzie's Collective Conversation Blog » gawker media http://blogs.hillandknowlton.com/scottmckenzie Fri, 01 Jun 2012 10:48:08 +0000 http://wordpress.org/?v=2.9.2 en hourly 1 Redesign backlash: Website vs. Intranet http://blogs.hillandknowlton.com/scottmckenzie/2011/03/22/redesign-backlash-website-vs-intranet/ http://blogs.hillandknowlton.com/scottmckenzie/2011/03/22/redesign-backlash-website-vs-intranet/#comments Tue, 22 Mar 2011 17:22:02 +0000 Scott McKenzie http://blogs.hillandknowlton.com/scottmckenzie/?p=311 What do Gawker Media and Digg have in common? Loyal customers turned furious users. 

An article in The Independent today discussed the ‘battle between users and developers’ when redesigning websites.

 It showed the customer backlash following Digg’s redesign, 2,500 predominantly furious comments on an employee blog post; and Gawker Media’s redesign was similarly disastrous. It saw a 50% slump in visits to its flagship blog. That’s a significant loss of support.

 This prompted me to think about intranets.

 Redesigning a website is not too dissimilar a process to redesigning an intranet. However, if change is to be successful inside an organisation, employees need to be engaged from the beginning.

 So how can we get employees on board?

  • Understand the desire for change – run a survey; find out what, if any, changes employees want 
  • Involve employees in the design – communicate what changes you plan to make, use employee polls to find out the favourite design concepts, run a competition to choose the intranet name, invite employees to test the new site pre-launch
  • Keep in touch post launch – make it easy for employees to get in touch, keep them updated on future improvements

 One thing to remember is that every user experience is different.

 We are never going to please everyone when launching a new intranet – or website as Digg and Gawker Media have shown. However, by engaging employees from the start we should be able to please the majority and satisfy the rest. 

 I’d be interested to know whether Digg or Gawker Media spoke to their customers first.

This was a guest blog by Naomi Goodman, who is a consultant in H&K’s Change & Internal Communications practice.

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