Utilizing Intranets to Drive Organizational Engagement05.14.2018
Employee engagement is a powerful tool for credit unions looking to improve operational efficiencies and enhance the member experience. Not only member-facing employees, but all staff play a key role in creating a seamless experience for members that solidifies their continued commitment to their credit union as both a financial resource and cornerstone in their local community.
After all, credit union staff are the ones who ensure that members have a positive, consistent experience each time they walk through the door. If those employees are dissatisfied with their work or unengaged in their job, they will not perform at their best which can hinder operational objectives. The best way to prevent this from happening is to improve the employee experience and ensure personnel are engaged with the credit union’s brand identity and mission – something credit unions are already achieving by leveraging technology that their workforce uses each and every day.
One proven example is an employee intranet. Rather than utilizing a shared file drive, which are often difficult to navigate, offer few security or segmentation protocols and typically become disorganized after continued use, intranets provide credit unions with an easy-to-use (and manage) platform to centralize employee access to credit union news, announcements, policies, procedures, forms and ticket requests. Because employees utilize the intranet each time they log into their computer – it further strengthens the intranet’s ability to engage employees consistently throughout the day.
Additionally, intranets provide an effective platform for executive leadership to engage employees on a personal level with the credit union’s mission and brand. Similar to posting organizational notices, credit union leadership can utilize an intranet to distribute blogs, articles and announcements for birthdays and workplace anniversaries. All of which can include hyperlinks back to specific policies and procedures within the intranet (further enhancing overall operational efficiencies).
Even creating job- or department-specific pages within the intranet can serve as a way to connect disparate employees. Consider that within multi-state cooperatives, some employees may never see each other, minimizing their engagement with the organization as a whole. Utilizing an intranet, credit unions can create customized departmental or staff pages complete with photos and personalized bios that will add an additional level of connectedness amongst long-distance staff.
It is important to keep in mind that staff are also no longer tied to their desks in the same way that they used to be. Thus, any technology a credit union leverages should be accessible through tablets, phones and other mobile devices through responsive design. And, more importantly, it should not lose functionality based on the technology medium. With an intranet, any content accessible through a desktop computer, should also be accessible through a mobile device.
In general, younger associates prefer technology that is innovative and new, whereas, more tenured employees may prioritize ease-of-use and continuity as top priorities. In an intranet, this means consistently updating the site with articles, graphics and blogs so that the site feels like an evolving website, otherwise, employees stop looking to it as a continuously updated resource.
That engagement is key if credit unions are to realize the operational benefits of an intranet as well. For example, consider a credit union with 250 employees. Up to 20 minutes, on average, is lost per employee, per day searching for information within a shared network, according to a study of Banc Intranets clients. That equates to approximately 21,833 hours within a calendar year. To translate that into dollars, at $13 per hour, that’s $283,833 in lost revenue, simply because employees did not have direct access to information they needed to properly do their jobs, and thus, better interact with members.
Nearly every credit union’s mission statement includes a commitment to providing the highest level of service to members. The ability to fulfill this promise is not possible without an engaged, immersed workforce that truly believes in the credit union’s code of being. While intranets are not new necessarily, in today’s business environment, they are no longer solely utilized as a resource centralization platform. Rather they are a powerful employee engagement tool that helps ensure a credit union’s employees truly operate as a team to create a positive and seamless member experience.
Mark Anderson is CEO of Johnson City, Tenn.-based Banc Intranets, a leading provider of secure, web-based intranets and director’s portals for financial institutions that centralize employee onboarding and training, streamlining day-to-day operations.