Benefits

• Business-critical information reaches each branch at the same time
• Distribution headaches and printing costs disappear
• A consistent, targeted format makes information easy to absorb

Challenge

A telecom company needed a reliable way to distribute risk-management information to its branches.

The old system of paper bulletins wasn’t working very well. Inconsistent formats between bulletins from different departments meant that readers had to study each one slowly to locate the information they needed. Distribution problems meant that some people never got their bulletins or got them too late, after the problem had occurred. In addition, the printing and handling costs were adding up.

There was also a problem with targeting the message. The organization actually had two types of readers: risk administrators who needed all the information, and stakeholders, who just wanted an overview. Blanketing everyone with the same set of bulletins wasn’t effective. Most people in the company did not need all the technical details and were confused or diverted by facts they didn’t want. Yet the administrators still required access to the complete picture in order to troubleshoot.

Stratagem's Solution

Stratagem interviewed users to determine what each group really needed.

They used that information to develop templates for two types of bulletins, one with all the details and another offering a summary snapshot. These templates could then be used company wide, ensuring that readers would find what they needed, in the place they expected to find it. This also helped the authors of the bulletins by giving them a framework to work from.

Another key change was publishing the information on a corporate intranet that all the branches could access at once. This web-based approach solved printing and distribution problems and eliminated hundreds of hefty binders. Over time, this repository of online bulletins became a knowledge base, a single point of reference for all questions.

Stratagem chose commonly available products like Microsoft Word to publish the site. That meant non-technical people at the client office could maintain the bulletins themselves.

Result

Stratagem’s intranet publishing solution gave the company a common channel for disseminating information and ensured that everyone got the right message, at the right time. The company saved money and helped its employees by giving them a complete, central library for all their risk-management questions.