Dynamic, custom intranet solutions that are designed to meet the needs of various organizations is our business. In my role, my goal is keeping a custom intranet project on track, while also ensuring our clients fully understand exactly what they’re getting, as well as what it costs.
Unfortunately, I’ve found that keeping a project on track can be a bit of a challenge. But the most common reasons a project will derail can be controlled. Below, I will share what these derailment factors are and how to help prevent them from occurring in future projects.
What a Project Derailment Looks Like
Recently a client engaged us in building a custom intranet solution leveraging creation of “sub-sites.” They signed the original statement of work – or “SOW” – but then the client halted the project halfway throughbecause they were unaware of the continued maintenance needed for the custom tool we were creating. According to the client, they didn’t have the necessary budget to accommodate this ongoing cost.
The result? We had to backtrack after having already invested significant time into the work we’d already done.
At this point, I asked, “What should I do? What is a viable option? Do I attempt to resell the original custom tool? Do I offer the client an alternate option with the understanding that this tool may also require some type of ongoing maintenance by skilled consultants or workers, but at a less-expensive rate?”
Beyond answering those questions, I also had to look back at what I could have done differently to prevent this from happening in the first place. That was my biggest takeaway, because, regardless of the solution for this particular issue, my team was losing time and money.
So How Do You Minimize Derailment?
Custom intranet solutions aren’t cheap. They also require a commitment of time and effort. Even if my team already offers an intranet solution in-house that meets a particular client’s needs, we still have to customize the product for their systems. Sometimesclients don’t fully understand the terms, jargon, ongoing costs and other important factors, it can result in project derailment, loss of profits and unsatisfied parties on both ends of the spectrum.
Here are three proactive approaches to help keep custom intranet builds on track.
1. Requesta Demo
One of the best ways to ensure you fully understand a proposed custom intranet solution – how it works, what it requires for maintenance, etc. – is to get a demo of the tool in action. This demo shouldwalkthrough the tool, what it offers and any possible limitations. For many people, being able to see something visually provides them with a better understanding of what they’re purchasing to minimize the potential for confusion or doubt later.
2. Discuss the Details with Project Manager
Once you select a solution, it’s essential to discuss the details with the project manager. The use of in-house terminology vs. client jargon can be a serious barrier to success and cause confusion when other departments start working on the project. The best course of action is ensuring that you fully understand the terms so that when the project moves through design and development, everyone is on the same page.
3. Ask Questions about the Contract
In everyday conversations, people ask for clarificationevery 90 seconds. Therefore, youshould ask a question every two paragraphs when reading a contract for the custom tool. When clients don’t, I recommend asking themtargeted questions to test their understanding of the product you’re offering. Silence does not equate to understanding.
The Bottom Line
There is no perfect formula that will completely prevent derailment of an intranet project when it involves the creation of a custom tool. However, if you follow the steps I outlined here, you’ll significantly minimize your chances of aderailment and increase your chances for success when building out a custom intranet solution.
