For optimal use, the aid organization active in 133 countries needs accurate information on the use of the portal. A special analysis software helps to reconcile the offer with the needs of the users and thus increase its acceptance. Employing information and co-ordinating their co-operation in 133 countries is a challenge for every organization. This is all the more true if, as in the case of SOS-Kinderdorf International, it is not a tight hierarchical organization, but a network of many independent national associations.
Worldwide available information
In order to promote the worldwide cooperation of the individual national associations and to give all the responsible persons direct access to important information, SOS-Kinderdorf International expanded the existing Intranet into a comprehensive employee portal based on Microsoft Sharepoint. In this context, SOS-Kinderdorf International also decided to implement an intranet analysis software. This was intended to provide an overview of the use and acceptance of the employee portal. On the other hand, the findings of the analysis should serve to reconcile the content and structure of the content with the needs of the users.
The more local the content, the higher the interest
On the public website www.soskinderdorfinternational.org, the relief organization had already had a good experience with the software etracker Web Analytics.
Easy installation, extensive evaluations
As a result, the responsible persons decided to go back and find a solution for the internal employee portal. Already a few months after the introduction of the etracker Intranet Optimization Suite, SOS-Kinderdorf International was able to significantly increase the utilization intensity by means of targeted optimization: the retention time increased by approximately ten percent and the number of page calls by almost 20 percent
As an umbrella association, all SOS Children's Villages associations, SOS-Kinderdorf International, based in Innsbruck, ensures compliance with the basic principles of SOS Children's Village work. This includes the implementation of educational and administrative guidelines as well as the support of national associations. More than 30,000 people worldwide work for SOS Children's Villages. About 25 per cent of these - mainly senior employees as well as employees from the areas of controlling, marketing, fundraising and administration - access the intranet. In addition to management information, strategy papers and policy guidelines, employees will also find event calendars, news, contact lists and employee lists.
In the intranet, publications and marketing material are also available for download and employees can familiarize themselves with specific software applications via e-learning. Rudolf Werneth from the intranet management team at SOSKinderdorf International reports: "First of all, it was most important for us to see how the content we provide is used - in other words, how many users click on the intranet and where they come from." As well as the web analysis tool on the public websites, the Intranet Optimization Suite provides, among other things, key figures for number of visitors, length of stay, origin and click paths. Particularly valuable for the international relief organization are evaluations which show which countries users access the English-speaking staff portal and which content are called up most frequently.
The employees of the umbrella organization here in Austria use the Intranet quite frequently and extensively anyway ", explains Werneth," but we also wanted to know whether and how the colleagues in the individual countries use the portal and whether, for example, employees in Kenya or in Chile at all "We quickly realized that the top news on the start page is very popular among users and are often read Accesses that these globally-oriented messages were most often read by the employees who had a local reference to the message.
This realization led to the intranet management team rebuilding the homepage - instead of a globally uniform page, there are today partial continental start pages. For example, employees from India who log in to the intranet are automatically shown the Asian home page with news and information from this continent. "As a result of this measure, we were able to significantly increase the utilization intensity. For example, the number of site calls increased by more than 25 percent and the duration of the stay rose by almost 15 percent," reports Rudolf Werneth. "An advent calendar was also particularly successful, but it was only visible for German-speaking users - here we had extremely high clicks.
Such content naturally contributes to the fact that the employees also enjoy the intranet and enjoy it. In turn, this makes them more frequently and regularly log in. "On the basis of these positive experiences, the intranet management team of the umbrella organization now provides the individual national organizations with the technical framework for various content for their own national intranet portals "We are getting more and more inquiries and are glad to support our country organizations with our know-how."
In a next step, the intranet management team looked more closely at the click paths and found that the page with the so-called key messages, ie important news from the umbrella organization, was clicked particularly frequently. However, many employees came across a clearly individually stored link directly to the site, which was difficult to find in a sub-menu via the side navigation. Again, the menu structure has been improved to make access easier and to make the page easier to find for employees.
SOS-Kinderdorf International has been successfully using etracker's web analytics software since 2006 to analyze and optimize the publicly accessible website. "As we already knew the software and the interface was practically the same as with etracker Web Analytics for public web sites, we were able to start the analysis immediately. The installation of the software was just as easy and fast for the intranet as for the external appearance, Reports Rudolf Werneth.
The Intranet Optimization Suite also meets all data protection requirements and is in accordance with the workplace regulations, also with regard to the topic of data protection and compliance with the work council, which is particularly sensitive in terms of internal use. "In addition, it was particularly important for us that it is possible without great effort to create individual evaluations in which we can segment by country or region visited," emphasizes Werneth. "For us, the whole project is a continuous process that we will gradually take a closer look at different areas.
For this purpose, SOS-Kinderdorf International analyzes how often employees from which countries access marketing material and information on specific fundraising campaigns, the extent to which the e-learning offer is used, or how often which user groups call up the internal guidelines on the protection of children's rights . "The goal is to support a professional, serious and recognizable performance of SOS Children's Villages worldwide," says Rudolf Werneth. "A user-friendly intranet portal that employees are used to working with is an important support, and a comprehensive analysis software is essential to improve this user-friendliness.
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