Intranets are not for the Unwary. . .

The industry's abuzz with the scoop on the newly discovered "Intranet." Microsoft, Netscape, andothers all hawk the wares they claim will make the installation of your Intraneta snap. But beware, it's not about software or hardware. It's not even about technology.It's about Communication, Information Management and effectiveOperations Analysis. Although intranets are indeed an effective meansto enterprise-wide information management, the successful project willrequire assembling a team with a "can-do" attitude, and a well planned strategy.

by Michael Nanfito
© June 1996, Bridge Information Services

TABLE OF CONTENTS

INTRODUCTION

CONCEPTS

Universal Client: The Web Browser

Information On Demand

Return on Investment

Communications

Data Integration

APPLICATIONS: "Think Big, Start Small"

Human Resources

Inventory

Sales

Training and Documentation

Project Management

INTRANET IMPLEMENTATION CHECKLIST

Information Management

Information Access

Computing Environment

Network Environment

Data Environment

June 22, 1996

Introduction

The universal client. Intranets are internal internets utilizing TCP/IP technology and the browsing software of the World Wide Web. Intranets bundle information management and corporate communications schemes within one, easily accessible interface, the "universal client" of the web browser. Intranets provide integrated gateways between the desktop and data environments, providing collaborative work environments and facilitating effective information on demand.

Intranets and Groupware . Intranet technology provides a backdrop against which to re-evaluate the significance of software such as Lotus Notes and the recently released Exchange product from Microsoft. Commercial "groupware" packages permit end users to distribute corporate data into information receptacles or "folders." However, providing the facility to create "buckets" of information across corporate networks does not impart organization to the data; rather, this permits replication and distribution without attention to management controls of the information. The principles of the organization of information into categories and classification schemes pertinent to the community served must inform the planning, design and implementation of corporate information systems.

The Corporate Library. Intranets empower employees and provide a vehicle to deliver information integral to the management and operation of the company. Because intranets are, in part, aggregates of computers, networks, databases, and files, they are often assigned to the corporate MIS or IT group. However, because intranets can include information such as HR material, corporate directories, internal research, and proprietary data, they can place the IS group in the position of being responsible for the delivery "reference" material. As a result, the inclusion of the Corporate Library or Information Center at the outset is highly recommended.

Project Management. Although many companies have permitted, even encouraged, local intranet development within workgroups without a coherent design specification, this is not a responsible approach. A comprehensive information management strategy is critical to the success of an intranet implementation.

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Universal Client: Web Browser

The browsing software of the World Wide Web functions as a "universal client" providing access to local and remote information. Accessible information includes data and documents on the Internet and Web, online databases, and local proprietary databases, as well as electronic mail and threaded information newsgroups and listserves. Web browsers function across computing platforms and operating systems. The browser is capable of opening documents generated in third-party applications such as word processors and data management software, as well as commercial email software.

Effective client-side interface

The Web browser is familiar and easy to use. The interface is friendly and intuitive, permitting practical utility with a minimum of effort. As a result, the implementation of Web browsers as corporate interfaces reduce training costs. Web browsers include integrated communication tools such as email and threaded newsgroup software, providing a suite of practical utilities within one easy to user interface.

Browser functions across platforms

The Web browser brings the personal computer to the state of information appliance.

Empower employees

Intranets provide a vehicle to provide target employees with enhanced authority over information and provides these employees with a tool to quantify as well as qualify the value of distributed corporate information - always difficult to accomplish. Clearly corporate information is valuable; however, it is not a simple task to quantify that value given the contemporary tool set at our disposal. Specifically, it is not easy (nor in many cases possible) to know what data is accessed at what frequencies and by which groups. Intranets provide for measurable information management to an unprecedented degree. Software "counters," the equivalent of electric eyes in storefront doorways, allow administrators to measure access. This has significant operational and budgetary advantages to the extent that it allows Corporate Library and MIS staff create meaningful accounts of information exchange and utility. Such a tool provides for management successes and empowers employees to actively engage in management. The levels of responsibility and accountability engendered by these useful tools will positively impact the corporation.

Undiscovered knowledge and the Visual Dimension of Information

Information Science speaks at length about "Undiscovered Knowledge." It is known that user behavior is such that a search for data will progress until an arbitrary number of apparently valuable returns, or "hits," are unearthed. At that point, the user ceases to search, having discovered information which (apparently ) satisfies the need. The remainder of the available data contains "undiscovered knowledge," i.e., information of equal or superior value which will not be used given a searching behavior which halts the search at a certain quantity of hits, rather than a specific quality. When information has a visual dimension, represented in a web browser, better judgment as to the qualification of that data is possible. When users search blindly through traditional databases, excessive reliance is placed on number and rudimentary descriptions contained in brief data fields. The successful intranet will be designed and implemented to anticipate this, increasing awareness of both the quality and quantity of available data.

Intranets facilitate project tracking and management in an open, easily accessible interface. All project attributes, from contracts and schedules to staffing needs and percentage completes, can be measured and tracked from within the intranet. This is feasible with custom interfaces and corporate databases, as well as via commercial software accessible through the browser. With the implementation of intranets, easy access to mission critical data is ensured.

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Return on Investment

Streamlined Access and Increased Efficiency

The increased access and awareness provided by intranets and Web browsers free MIS, Corporate Libraries, and Human Resource representatives from repetitive queries about internal information. "Frequently Asked Questions" (FAQs) such as commonly accessed information resources, company policies, training manuals, and employment opportunities will all be satisfied without the intervention of a company representative; rather, mediated information services, provided within the intranet will expedite response time and permit more responsible management by workgroups. These information types can be edited and implemented directly by those governing the data, and employees can access updated editions in real time, rather than waiting for print updates made available through support staff in an intervention model of information management.

In this sense, intranets constitute a viable path to cost reduction in information management. Labor intensive updates can be reduced and even eliminated; printing costs are significantly reduced; and access is streamlined and increasingly efficient. Reliance on computing services staff for administration of computers and computer time is reduced.

ROI: Intranets positively impact return on investment by reducing the number and kinds of computers needed to perform the specific areas of the business of the corporation; reduce the number of user accounts on disparate machines necessary for employees to do their work; reduce the technical staff requirements; and free up resources for other competing groups within the organization to make use of as needed.

Open Architecture

Distributed information management is a goal of Lotus Notes, a proprietary software package. The same or similar achievements of Notes are feasible using the open architecture and application development tools of the World Wide Web, the Java language, C++, Microsoft's ActiveX, and the perl interpretive language. These encourage development of information management tools and resources without the reliance on high end proprietary products like Notes and Exchange. That Lotus and Microsoft are each embracing the Web encourages development of these applications; in addition, Microsoft is including Java in the next version of Win 95. Lotus is combining the Notes server software with its InterNotes Web Publisher in version 4.2, scheduled for release in June, 1996.

As companies elect to implement the interconnectivity provided by Notes, Exchange and the Web, the latter will prove the most cost-efficient and provide greater return. In 1996 and 1997 a variety of stable, supported software tools for intranet web sites will be available. The simple fact is, Notes is based on technology that was available during the mid-1980s; Exchange is Microsoft's answer to Notes, and both are scrambling to use newer technologies provided by HTML, VRML, and Java. Had Lotus and Microsoft had the Web at their disposal in 1986, each company would have developed the kinds of tools which are being developed by companies such as Netscape, Netmanage, Sun, Oracle, and Attachmate.

Network utilities and computing appliances

The web, intranets, network PCs, and a host of products from an array of software, hardware and network companies make one thing increasingly clear: the Web browser and the technology it represents bring the personal computer closer to the state of information appliance. The critical item of note is the potential of making technology work for corporate information needs, rather than molding workflow process around available technology. As computing networks approach the accessibility of utilities, and computing hardware and software tools tend towards appliances, knowledge workers are increasingly free to use transparent technology to do their work, rather than having to learn the technology to do their job.

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Communications

Intranets enhance internal corporate communication. Both intra- and inter-departmental communication is facilitated and streamlined with intranet implementation. Intranets are easily configured for hierarchical access levels reflecting corporate and security authorization factors. Intranets encourage knowledge sharing and collaboration by streamlining communications and information access.

Intradepartmental & Interdepartmental

Intranets incorporate the existing use of electronic mail aliases for the purpose of channeling information to target audiences rapidly, and on a large scale. Embedded electronic mail tools in the Web browser permit immediate distribution of information - discovered through the intranet - via email aliases to the appropriate audience.

The same individuals providing this mediated information service via email aliases will also manage Web pages in which specific information will be posted for internal use by appropriate workgroups and individuals in the company. These Web pages can be password protected, as necessary.

Keeping team members in the loop is critical to successful project development. Workgroups are especially well served by intranet technology and mediated information services. Whether provided by staff in the Corporate Library or individuals in a specific workgroup or administrative department, information gleaned from within the intranet can be communicated to appropriate teams rapidly and effectively.

Access Levels

Security is always a concern in the corporate environment. Certain groups and individuals require access to specific bodies of information on a regular basis. Current iterations of information management, designed around security systems implemented because of technology and the fear of access - rather than information needs - often serve to make access and workflow difficult. Intranets can fulfill security objectives while satisfying data requirements, permitting workgroups access to valuable information while calming the fears of MIS and administrative officials.

The intranet potential permits corporate executives to build the information infrastructure around corporate information needs, rather than shaping the infrastructure, access paths and user behavior around available technology.

Intranets utilize the TCP/IP technologies of the global Internet. However, Internet connectivity at the desktop level is not necessary, or even desired. While many employees will benefit from the information available on the Internet, engaging in research critical to their positions and tasks, most will not need such access. Firewall software may be installed, with appropriate security measures implemented, which permit appropriate employees access to the outside Internet community.

Knowledge Sharing and Collaboration: Internal intellectual capital

Intranets edge the computer increasingly closer to the easy-to-use information appliance it should be and, in the process, encourage development of a corporate culture geared to success.

All corporations contain a wealth of intellectual capital in their staff. Intranets enable employees to engage in collaborative online environments which encourage knowledge sharing. Beyond an integrated network of operating systems and computers, intranets encourage the development of corporate communities with common interests. Intranets empower workgroups to build towards project goals through the information exchange and communication tools provided. The "Just-in-Time" Information Management potential of intranet technologies will contribute to a culture of rapid response and interactive collaboration.

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Data Integration

Enterprise information solutions require significant planning and design. The migration towards client/server architectures has not eliminated the legacy environments of mainframe and older data environments; in addition, the increasing availability of turnkey and gateway software solutions do not diminish the need for thorough analysis of data requirements and mapping of information needs, access and availability.

Planning and Design

In the design and implementation of intranets, it is critical to engage in an Operational Analysis of data creation, transmission, retrieval, distribution and storage.

Companies will need to educate themselves about the limitations of turnkey intranet solutions. It is important not to confuse the ability to "drag and drop" documents into Web pages, or install pre-existing intranet structures based on arbitrary information needs, with the viability of a carefully planned and authorized information environment reflecting needs as well as technology.

Just as current computing environments are the product of comprehensive computing plans, intranet solutions will reflect the thought given that plan as well as the thought applied to the human interactivity within the corporate information structure via that architecture. Intranet development will require that corporate data requirements be mapped effectively.

Several questions will be posed:

What data types are stored?
Who is responsible for creation, storage, and dissemination?
How is the data stored?
How many discrete departments are connected by the LAN?
What bodies of information are accessed with greatest frequency?
Which workgroups or departments generate the greatest frequency of requests?
Which workgroups or departments generate the largest volume (in data) of traffic?
Which bodies of information accessed constitute the largest volume?
Do remote staff access local data?
Which platforms are supported on the LAN(s)?
Is the LAN/WAN currently connected to the global Internet?

Following a careful analysis and mapping of the information environment, design and implementation of the intranet can proceed in earnest. The amount of planning on the front end will lessen the need to make changes on the back end.

As with all computing plans, careful documentation will need to be prepared to ensure quality administration over time. Again, this should encourage examination of turnkey solutions purporting to provide immediate installation of corporate intranets. Providing employees the ability to create and modify "buckets" of information, without a corresponding organizational scheme, will simply end in a cluster of buckets.