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ANSWERED on Mon 12 Sep 2016 - 1:28 pm UTC by David Sarokin

Question: Services and Process Catalog Study

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 8 Sep 2016 19:59 UTCThu 8 Sep 2016 - 7:59 pm UTC 

I'm looking for recent research into how businesses group business services to make employees most effective when seeking assistance.  We are building an internal web site where employee are able to send requests to a service center seeking help with different activities and we are trying to organize the many services we offer so that they are easy to find - for our employees who choose to navigate versus using search.

Businesses often think in terms of their functions but many employees don't know (or care) what's in HR vs Finance vs Procurement so we're trying to group common items using industry best practice so that folks don't get frustrated when looking for help.

These services range from…

Checking a Vendor Invoice payment status

Employee reimbursement questions (e.g. expense report processing)

Create an Urgent PO (Purchase Order) Request

Submit Ideas for business process changes

Update records in vendor master (e.g a supplier has a new bank account)


Has anyone studied this sort of stuff?




 9 Sep 2016 12:18 UTCFri 9 Sep 2016 - 12:18 pm UTC 

this may help.  Here's an article explaining the process to get to an information structure https://www.smashingmagazine.com/2010/03/starting-out-organized-website-content-planning-the-right-way/

Of course, what I'm asking for is a white paper or similar document with the what (the results) not the how to.


David Sarokin 


 9 Sep 2016 12:42 UTCFri 9 Sep 2016 - 12:42 pm UTC 


You do come up with some challenging questions, I must say...

Sounds to me like what you're describing is often handled as a simple, searchable/browseable alphabetical list of topics, like this one:


Is that what you're after for your organization? And if so, are you looking for a process your organization can use to develop such a list?



JD Umiat 


 9 Sep 2016 16:24 UTCFri 9 Sep 2016 - 4:24 pm UTC 

Hello, sgordon!

 Perhaps you can tweek the ideas from the following articles and white papers concerning employee intranets to meet your own company specifications.
This is a very concise outline of factors to consider and steps to take:
Creating an Employee Centric Internal Communications Mode
Making the Business Case

When employees feel connected to an organization and their colleagues, they are more likely to be engaged in their day-to-day activities and contribute to organizational success. According to the IBM 2012 Global CEO Study, companies that outperform their peers are 30% more likely to identify openness as a key influence within the organization. Social media can help to facilitate openness (and ultimately business success) by empowering individuals to collaborate and share knowledge.

 Re-orienting your internal communications framework to a dialogue-based, employee-centric approach can deliver these benefits:

 Transparency, by inviting questions and comments vs. doling out information on a "need
to know" basis.

 Collaboration, by breaking down hierarchical and departmental barriers that may have
made communications difficult or non-existent.

 Employee engagement, by allowing access to more information and the ability to be

 Knowledge sharing, by giving employees more vehicles to contribute ideas and insight on
processes, products and services, and culture.

 Pride, through opportunities to recognize and be recognized

Steps to Implementation

Each situation is unique and comes with its own set of challenges and opportunities, but ingeneral, we suggest organizations adopt a four-step approach:

Analyze & Assess

Develop a Roadmap

Create & Implement

Measure & Optimize

This approach is designed to be cyclical, because the nature of communication is continually evolving - as new technologies become available, as circumstances arise, and as employee expectations change. Employee communications, like any marketing communications, is an iterative process that must be constantly tested, evaluated and optimized to ensure it resonates and drives meaningful results

***  See entire article for creating and implementing all the suggested steps


 White Paper: How To Build A Social Intranet That Boosts Workplace Collaboration And Employee Engagement

 The Social Intranet - Key factors for Intranet 2.0 Success; Social Intranet Success Matrix
 Intranet Best Practices - How to Create an Intranet that Works
 You can follow the link to download this white paper - White Paper: Social Intranets and Employee Engagement
 How to build a successful intranet for your company
 Organization of Your Intranet Information. How Your Employees Search for the Information They Need

25 Ideas for Creating a Better Intranet Solution that Your Employees are Sure to LOVE


 Do these resources help to answer your question?




 9 Sep 2016 20:44 UTCFri 9 Sep 2016 - 8:44 pm UTC 

We know the questions to ask and the many processes that we might follow to perform our own research but since the services that we're offering are common across all companies (and government agencies) we were hoping that someone had studied this a bit and developed a proven solution that we could use.

So we're after a way to logically group things.  It's no different than a library or bookstore - all have an organizing model that appears to be proven and replicated.  In business, all companies have processes like "hire to retire" (the full set of human resource services), "procure to pay" (the set of services to buy things and pay for them), "quote to cash" (the services used by people buying the company's products and paying for them) and there are many more.  But most folks don't think about major processes or want to know that employee on boarding is in one HR department but the processing of payroll may sit in Finance or Treasury.

Each major process has many sub-processes and tasks and we're just looking to find out how other companies have organized their services (these are items that we will list on a web page logically grouped under a major organizing theme) so that others can find them.  We certainly know how to do it the wrong way (one long list, listed by some obscure functional name) so we're hoping some smart information management jock has tested a few hypotheses and we can learn from their work.


David Sarokin 


 10 Sep 2016 01:23 UTCSat 10 Sep 2016 - 1:23 am UTC 


This article:

Intranet Information Architecture (IA) Trends

has a section (about 1/4 the way in) on:

Topics and Labels in Top-Level Navigation

Take a look, particularly at the box with common labels. I think that's the sort of thing you're after. The rest of the article is worth scanning as well.

Let me know what you think.





 10 Sep 2016 02:35 UTCSat 10 Sep 2016 - 2:35 am UTC 

much better.  are there others that you see in the public domain already?


David Sarokin 


 10 Sep 2016 02:45 UTCSat 10 Sep 2016 - 2:45 am UTC 

I'm not seeing many. Here's one with several lists and examples throughout the document:

 Information Architecture for Intranets Whitepaper

such as the Figure on page 6, and the Category lists that follow.

I'll let you know if I find more.





 10 Sep 2016 04:20 UTCSat 10 Sep 2016 - 4:20 am UTC 

thanks David.  let's call this one done.




 12 Sep 2016 12:23 UTCMon 12 Sep 2016 - 12:23 pm UTC 

David - I'm ready to close this item out.  I think you control this step.  thank you.


David Sarokin 


 12 Sep 2016 13:28 UTCMon 12 Sep 2016 - 1:28 pm UTC 


Thanks for accepting these results. I was hoping to find one more useful resource for you, but there really does seem to be quite a paucity of material that relates directly to your question.

This one might be useful, though:

Intranet Information Architecture (IA) Methods
...Summary: In analyzing 56 intranets, we found many common top-level categories, labels, and navigation designs, but ultimately, the diversity was too great to recommend a single IA.

The section on "Common Categories" has a few specifics, and there's some useful perspective throughout the article.

Hope to see you again soon.





 4 Oct 2016 16:23 UTCTue 4 Oct 2016 - 4:23 pm UTC 


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