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A selection of our work

At user 37 we build communication applications; intranets; extranets; and communications campaigns that harness ideas from around the web such as video communications transforming users into communicators and collaborators.

Ofcom: an intranet that transformed users into collaborators and contributors.

Challenge:

Technological advances have accelerated in recent years, but intranets are still much as they were. They are management-driven: one way channels of communication. User37 was commissioned and retained by Ofcom because our work draws upon the latest social tools, facilities and open source resources to take internal communications to a whole new level. User37's intranets are geared to increase buy-in, foster collaborative working environments online and send productivity soaring.

User37’s brief was to redevelop and relaunch Ofcom’s intranet transforming it into an interactive hub and positioning it at the centre of the organisation’s internal communications strategy. Ofcom is the regulator for the communications industries in the UK, with 800 plus employees. We aimed to secure a significant rise in the number of regular intranet users within the organisation. Within a workforce the size of Ofcom’s, it is often the case that informal communication between departments is inhibited. We were keen to promote a knowledge-sharing culture, by encouraging users to interact and communicate with one another.

Our Solution:

We began by researching within the organisation, to establish needs and areas for development. We interviewed representatives from each department, establishing a focus group to collect data and collaborating closely with Ofcom’s internal comms team and the results of their colleague survey data. This invaluable process enabled us to develop an intranet strategy, by clarifying users’ requirements and identifying areas ripe with potential.

For example, it became clear that Ofcom’s frequent, global e-mails were disliked by users. We replaced them with HTML news stories and alerts on an open source framework, reducing information overload while highlighting and delivering need-to-know content for individuals.

We developed additional content types, which include events, calendars, briefings, relevant human interest stories and a board for internal and external jobs and secondment opportunities. Targetted training and events increased buy-in and buzz around the new facilities, helping devolve publication to relevant departments or individuals, empowering users. User37 created “virtual spaces” in which users from different departments can meet, share knowledge and collaborate on a range of Ofcom projects. Legacy systems were re-skinned for a seamlessly integrated user experience.

We cemented a high level of engagement after rolling out various social network features. These included user blogs, daily polls, the ability to RSVP to events and the facilities to comment or give a “thumbs up” to posted items. Live streamed and recorded video content have become key features of Ofcom’s internal communications programme, and these are described in greater detail below.

Professional training and development was a key focus for us. Every user has, within their personalised profile, a personalised section dedicated to development. This includes information about relevant opportunities, a dedicated calendar of suitable training events and a learning management system (LMS) portal, built and leveraged on an existing platform with improved accessibility and integration with other apps.

Result:

“User37 has been instrumental in the development of Ofcom's highly regarded intranet”, says Helen Civil, Ofcom’s head of internal communications. “User37 is a key supplier to Ofcom, contributing to web development projects and a range of audiovisual and online content projects. The company is innovative in its approach, bringing the latest web thinking to the table. Its full engagement with the Drupal and broader development communities inspire us with confidence, because we know that all new developments will have been robustly tested and will have gained the communities' approval, reducing the perceived risk for our IT stakeholders.”

User37 increased user uptake by 40 per cent, and continue to work with Ofcom to develop and enhance the organisation’s internal communications. Further developments are planned.

www.ofcom.org.uk

Ofcom: an acclaimed video communications culture.

Challenge:

The specialist field of internal video communications is one in which User37 has a strong track record. When we devised, developed and launched a successful new intranet for Ofcom, we also seized the opportunity to demonstrate how video communications could complement and elevate the organisation’s communications strategy and programme.

Our Solution:

Internal and external media: livestreamed conferences, events training videos, public information films, webinars and “town hall” sessions with senior executives. We also built and adapted networks and applications, and employed secure, effective distribution channels, to ensure that high quality video content could be delivered to the organisation, the general public and stakeholders as required. Initiatives and briefs ranged from team video projects to high profile internal communications campaigns.

User37's video output and production values were made as accessible as possible, developing skills and promoting buy-in by encouraging staff to take up the production tools and techniques.

Result:

A video communications culture that is cost and time-efficient. Video and video conferencing are now key channels for Ofcom’s internal and external communication, and we continue to provide expertise across a range of content creation and delivery initiatives.

User37's work also successfully reduced Ofcom's carbon footprint, by reducing the requirements for employees to travel to external meeting, training and presentation venues by land and air.

When Ofcom was named one of Britain's Top Employers earlier this year, judges drew attention to the organisation's internal communications culture, along with the online, knowledge-sharing initiatives in which User37 has played a key role.

www.ofcom.org.uk

NHS: an internal communications campaign rolled out to 498 sites in England and Wales.

Challenge:

cleanyourhands® is an internal communications campaign that was launched by the National Patient Safety Agency (NPSA) in 2004. The NPSA is an NHS authority tasked with improving patient safety. The cleanyourhands® campaign aims to improve hand hygiene of frontline healthcare staff. User37 was commissioned to contribute a simple campaign that would “hit the mark”, reaching healthcare professionals in hospitals throughout the country.

Our Solution:

We devised and launched a visual campaign that was as striking as it was simple. We created an animated screensaver using Flash. It featured the campaign’s image, slogan and key messages. The screensaver was then rolled out to every computer in every hospital in England and Wales.

Result:

User37 was proud to contribute to an initiative that aims to increase patient safety and save lives and which continues to go from strength to strength. The cleanyourhands® campaign has since been rolled out to NHS primary care, mental health, ambulance and care trusts in England and Wales.

www.npsa.nhs.uk/cleanyourhands

DCL Productions: an extranet that delivered excellent ROI.
DCLynch wanted a secure extranet - to make sure what went on tour stayed on tour
Supplying a roster of high profile clients and acts
The extranet helped it all go smoothly

Challenge:

DCL Productions is a leader in its field. This production management company organises international concert tours for the likes of Alanis Morrissette, Moby and Goldfrapp. These are high-profile events, which involve hundreds of technicians, stage hands, promoters and production staff. When co-ordinating and managing such events, there is little room for error. User37 was commissioned to provide a suitable knowledge management solution.

Our Solution:

We devised, developed and launched an open source extranet for DCL Productions. The extranet, a private online network, can be accessed by the company’s partners, suppliers and production staff. It contains all the details, specifications, requirements and notes for each and every concert date and venue. Details can be updated quickly and easily. Confidential information can be password-restricted to selected individuals.

For this extranet, User37 opted for Drupal. This open source platform ensures flexibility and ease of adaptation. It also keeps costs low and can be updated regularly, unlike paid-for software that is more likely to become obsolete or require expensive updates.

Result:

The extranet was up and running within a matter of weeks, and was an immediate success. Tour managers and promoters have secure access and can log in from anywhere in the world. Important information is regularly refreshed, as circumstances develop or change. Administrative and logistics-related enquiries, which had clogged the switchboard at DCL Productions, plummeted as the company’s associates turned to the DCL extranet for the information they required. This allowed DCL Productions’ staff to turn their attention to other tasks and feats, reducing admin time, increasing efficiency and swiftly recouping the initial investment.

www.dclynch.com