How UPMC Ditched Organizational Structure in Favor of Employee Experience
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UPMC's internal clients had a tight grip on their intranet real estate. It was becoming the wild west with little governance, and content was arranged by organizational structure. This meant that employees had to know that "shuttle schedules" actually belonged to Supply Chain, or that "travel" belonged to Finance. In their recent upgrade to SharePoint 2013, the team overhauled the information architecture with employees' user experience in mind. UPMC slimmed down its intranet from 341 sites to 95 without losing relevant content. And now a new topic-based information structure is transforming the way team members find information.
- How to ditch organizational structure and prepare a topic-based information architecture
- Why a topic-based information architecture eliminates duplication and effort
- How to have difficult conversations with clients and stakeholders about losing their ownership of site structure
- How to go through every piece of your intranet's content (and why it's so worth it)
- Ideas for promoting your intranet team as user experience experts to minimize pushback and establish credibility
Karissa Quinlan is senior manager of internal communications at UPMC, one of U.S. News and World Report's "Best Hospitals." She began her career as a media relations intern but quickly found her calling in internal communications after being asked to support an intranet upgrade in 2010. Now her team manages the organization's intranet for 65,000+ employees and recently led an upgrade to SharePoint 2013, with plans to move to the cloud already underway. User experience comes first for her, and that model has driven the internal communications team to overhaul UPMC's intranet to help employees find what they need quickly. She coaches internal colleagues to adjust content for the web, enhancing search and usability. In early 2017 UPMC's intranet transitioned from a client-run information dump to a tightly governed and personalized news and information platform for staff.