The 21st Century Intranet (1998)

I. THE FIVE STAGES OF 'ONTOGENY' 1. The Network and the Language Creating Common Ground for Technical and Non-technical Members of an Intranet Team. Your Story Will Become Part of This Unfolding History. Phase One, the Network. Phase Two, the Language. Pieces Coming Together 2. Test Site, Tools, and Cultural Consciousness. Phase Three, the Test Site and Tools. Phase Four, Cultural Consciousness. Meanwhile, Intranet Innovation Continues. 3. A Gradual Transformation of Culture. Phase Five, Gradual Transformation. Case Study 1: U S WEST and the Electronic 'Global Village'. Conclusion: Keeping the Purpose and the 'Pull' Model in Mind. Take Aways from Section On. Parallel Activities on the Technology and Human Sides. Section One Questions. II. BEHIND AND IN FRONT OF THE SCREEN. 4. Inherent Potentials: Four Intranet Models. Defining the Term Intranet: A Distributed Hypermedia System. Four Models of Intranet Design. Review. New Models for Organizational Communication. 5. Web-Based Organizational Learning. The Hypercompetitive Landscape and the Need to Change. New Models for Learning. Learning: The Continuous, All-Encompassing Central Life Task. Intranet-Based Learning: A Kaleidoscope of Features. Enhancing Communication and Problem-Solving in the 21st Century. 6. Lotus Notes vs. the Web: A Comparison. More and More Alike: A Convergence of Features. Technical Advantages of Intranets Explaining the Nontechnical Differences Between Intranets and Notes. Intranet: Like a Farmers Market. Political Battles About Notes and Intranets. Trying to Create a Virtual Workspace: A Pattern Language. Your Intranet Design Principles. Section Two Questions. III. FUTURE PROOF DESIGN. 7. Contexts for Intranet Communication. A Dynamic, Fluid Marketing Model. Case Study 2: Creating the Army of the Future, 'Force XXI'. A 'Market Relations' Approach. A Concurrent Wave: User-Centered Design. Engaging with Employees as Intranet Customers. Begin with the End in Mind. Working Around the Technology. Intranets Do Not Exist in Isolation. Know the Benefits. 8. A 'Preferred Product'. Case Study 3: Redesigning Communication at U S WESTs MegaCenters. Uses and Gratifications. A Web of Commitments. The Role of 'Knowledge Workers' in Organizational Change. When the Technology Cannot Flex. 9. The Value Triad. Case Study 4: Leveraging the Intranet to Fill Communication Gaps. The Value Triad. Case Study 5: Competitive Intelligence Web Site. The Intranet Value Chain. Technology Attitudes and Values. The Traditional 'Push' Model. The 'Pull' Model. Embracing the Challenge. The Opportunities Lie in Dialog. 10. The Case for Dialog as a Design Premise. Case Study 6: A Community-Created FAQ. Final Argument for Engaging with Employees in Intranet Development. Section Three Questions. IV. INTRANET DEVELOPMENT METHODOLOGIES. 11. This Is Not Bill Gates Playground. Bill Gates Wants Your Intranet. Does This Really Mean Anything? Learning from Notes. Intranet 'Fad Surfing' and the Death Spiral. A Marketplace Glutted with Conflicting Choices and Values. A Technological 'Cold War'. The Role of Technology: A Doppelganger Reflecting Our Own Performance. Revisiting the Value Triad. The Upside Revisited: Strategic Use of Tension. 12. Intranet Development Road Map. Davenport Sets the Compass. A Road Map for Success. Demonstration Projects. Why Look at 'Work'? Communication: Invisible Particles of Change. Reclaiming 'Communication' and 'Work' as Valid Issues. 13. A Protocol Is a Handshake. The First Step of Inquiry: What Are Your Objectives? The Second Step: The Protocol. A Transfer of Best Practices from the Field of Anthropology. Generating 'Moral Intelligence'. 14. Methods of Engagement. The Value of Qualitative Research. In-Basket Studies. Focus Groups. The VisionMapping Exercise. Advantages and Disadvantages of Qualitative Methods. Quantitative Methods: Surveys. iVALS: Measuring Experiences with and Attitudes Toward the Net. Required Code Competencies and Skill Sets. V. HOW VISION BECOMES REALITY. 15. The Power of the Network. A Review of the Five Myths of Intranet Development. How Can You Win If You Play Alone? Case Study 7: Web Developers Network Creation at U S WEST. The Network versus Business as Usual. Who Is the Intranet Champion? Among the Professions, Differences in Preferences. The Value of an Interdisciplinary Group. Cultural Distance and Competition. Identifying Personal Values and Increasing Shareholder Value. What Kind of Party Is This, Anyway? 16. Designing the Open Network. Request for Comments. Open Space Meetings. The Benefits of Self-Reliance. Document the Birth. The Salary Factor. Your Intranet Portfolio. Providing Value. 17. Communicating with Management. Instabilities within the Hypercompetitive Environment. Seeking Alignment. Speak the Language. The Business Plan. The Power of Conversations. The 'Warning Signs' Argument. Armed and Ready. Who Are the Leaders of Tomorrow? VI. RESOURCES. 18. Cybrarians and Other Secrets of Cyberspace. Cybrarians. The Virtual Classroom. Rules of Conduct. 19. Tool Kit. VisionMapping Exercise Protocol 1. VisionMapping Exercise Protocol 2. Work Environment Profile. Communication and Knowledge-Sharing Survey. Communication Questionnaire. Focus Group Protocol. Improving Learning Questionnaire. Guidelines for E-Mail Surveys. Example of an Open-Space Meeting Invitation. Policy on Employee Use of the Internet. Speech to Persuade Management to Fund Intranet Development. Intranet Business Plan Outline. Appendix: Resources on the Web for Intranet Champions. Hyperlinks. About the Software. Index.