2nd Annual Strategic Internal Communications for Health Care
September 12 - 14, 2017
Philadelphia, PA
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Thursday, September 14 • 8:40am - 9:15am
How Personalizing Content And Ditching Site Ownership Will Transform Your Intranet — And The Effort It Takes To Maintain It

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Staff only want to know what’s relevant to them. And with more than 65,000 employees, it’s hard to make everything relevant to everyone. At UPMC, the situation was exacerbated by internal departments creating their own intranet spaces for every audience, resulting in duplication and much more effort to reach these audiences.


In January 2017, the intranet team redefined the rules of intranet ownership and created one topic- based site where all related content would live together, rather than with the department who “owned” it. To accommodate various audiences with unique content needs, UPMC enabled personalization and tagged each piece of content so it only rolled up when it was relevant to that user.


The effort reduced content duplication significantly, and UPMC slimmed down its intranet from 341 sites to 95 sites. And now the new topic-based information structure is transforming the way staff promote and find information.


Following this discussion, you’ll gain an understanding on:


  • How to ditch organizational structure and prepare a topic-based information architecture
  • Why personalizing content is inevitable and how it will make your life much easier
  • How to have difficult conversations with clients and stakeholders about losing their personal real estate on the intranet
  • How to go through every piece of your intranet's content (and why it's so worth it)
  • Ideas for promoting your intranet team as user experience experts to minimize pushback and establish credibility



Karissa Quinlan, Senior Manager, Internal Communications Technology


avatar for Karissa Quinlan

Karissa Quinlan

Senior Manager, Internal Communications Technology, UPMC
Karissa Quinlan is senior manager of internal communications at UPMC, one of U.S. News & World Report's "Best Hospitals." She began her career as a media relations intern but quickly realized her passion for internal communications after being asked to support an intranet upgrade... Read More →

Thursday September 14, 2017 8:40am - 9:15am EDT
Wyndham Philadelphia Historic District 400 Arch St. Philadelphia, PA 19106