Organisations anticipate a return on the investment involved in implementing Intranets expressed in financial terms or intangible benefits; an expectation their Intranet will either save money, enhance efficiency or both.
Organisations however, are not cohesive bodies with unified needs or interests; instead they are formed by individuals, each with their own intrinsic self-interest and motivations for working within the framework of an organisation. Organisational expectations when broadly defined conflict with the behaviour of users. Users’ expectations are practical, organisations expectations strategic ultimately providing an inherent tension between these different formulations of expectation.
The expectations then that organisations have of Intranets introduce inherent conflicts in their function. Intranets are expected to do several things simultaneously under the umbrella of a single resource: to merge the communicative function and the informative function; to do things cheaper and do things better; to disseminate new information and store old information.
Organisations often expect Intranets to take over existing functions, such as the dissemination of information without affecting the nature of those functions. For example, paper resources migrated to Intranets with little or no modification.
Ensuing Information Wasteland
Strategic expectations of organisations then create conflict in the implementation of Intranets from the tension between the qualities of information; a confusion between the communicative function and an informative function.
This single platform for all information needs becomes a confusing aggregate of differing types of information with different functions and different characteristics, all presented to the user as if they are of the same value – confusing end user expectations of information retrieval and in turn deflating the original assumption that an Intranet will “either save money, enhance efficiency or both”!
An examination of these “end-user” expectations are required to enable alignment with organisational expectations.
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