Lisa Howard 1 If we build it, will they come? Evaluating the benefits of providing factory employees with access to their company’s Intranet Lisa Howard Honeywell International May 19, 2003

Lisa Howard 2 Issue Research Results Next Steps

Lisa Howard 3 The Current Setting “Better communication” “There needs to be more communication” “Communication – whether good or bad” “Need communication” “Greater sharing of information” “Better communication – especially on status of our businesses”

Lisa Howard 4 The Current Setting Minneapolis manufacturing operation -- producing guidance and navigation avionics. 800 “unplugged” union workers have little to no electronic access to company information: – No web access – No – No personal computer Main communication vehicle: Posted notices on bulletin boards. Non-union counterparts have Intranet, Internet, and access.

Lisa Howard 5 Continuing Debate Over Electronic Access No significant employee demand for electronic access. Some factory supervisors say employees are “getting the message.” Communication process is not broken – why try to fix it? Company wants more and more information and services on line. Some factory supervisors say employees feel uninformed – “You never told me!” Communication process needs help -- satisfaction ratings from quarterly surveys of this group are lowest within organization. Fact: Communications manager feels messages are being sent into “outer space.” But…

Lisa Howard 6 Literature Findings Show… Literature review offered some insights on communication satisfaction levels among factory employees. Findings: Blue collar workers feel uninformed Employees have long preferred receiving messages face to face They want all information tailored to them –How does what you are telling me affect me? Electronic access can deliver many benefits to both organizations and employees

Lisa Howard 7 Potential Solution to Communications Dilemma Pilot test three electronic kiosks to provide web access. “Information Stations” strategically placed throughout factory. Kiosks consist of computer, monitor and printer housed in semi-private setting.

Lisa Howard 8 Issue Research Results Next Steps

Lisa Howard 9 My Research Surveys conducted prior to, and following, introduction of kiosks to determine if this population places any value on electronic delivery of business information. Results would help dictate future of kiosks/electronic access for this audience. Findings could be generalized beyond Honeywell -- for any company struggling with a research question like mine...

Lisa Howard 10 My Research Question Will electronic delivery of company information to Honeywell’s union employees increase their communication satisfaction ratings from 2002 to 2003?

Lisa Howard 11 Two Surveys Delivered Company-sponsored pre- and post-kiosk surveys sent to all 800 factory employees: – Surveys distributed: March 2002 and February 2003 Both studies addressed: – Effectiveness and usefulness of communication vehicles – Preferred methods for receiving messages Second study added “kiosks” as vehicle choice.

Lisa Howard 12 Structure of Surveys Survey snapshot: – 24 Likert-like questions on paper survey – Anonymous/administered through inter-office mail – Drawings used to increase response rates

Lisa Howard 13 Sample Questions Survey asked… “Select your top three preferred communication methods for keeping you informed day to day.” “Please match the topic below with your choice of method for receiving such news.” “How do you access the Intranet or Internet at work?”

Lisa Howard 14 Overcoming Roadblocks Before Surveying Employees “surveyed out” from other initiatives. They don’t want what they don’t know.  Kiosk awareness would be critical success factor.  Three kiosks might not be enough to allow easy access. Without web site tailored to their informational needs, factory employees may not respond to the Intranet’s offerings.

Lisa Howard 15 Issue Research Results Next Steps

Lisa Howard 16 Responses to My Research Pre-kiosk survey: – Administered to all 800 employees – 230 employees responded – Margin of error: +/-5% with 95% accuracy Post-kiosk survey: – Administered to all 800 employees – 116 employees responded – Margin of error: +/-8% with 95% accuracy

Lisa Howard 17 What I Learned Comparing 2002 to 2003 results: Satisfied or somewhat satisfied with company’s effort to keep them informed – Increased from 63% to 70% Think current delivery methods are timely – Increased from 64% to 67% Ratings may have improved, but 8% margin of error on second survey makes this impossible to prove Face to face remained method considered most useful, followed by print or bulletin board postings

Lisa Howard 18 What I Learned Availability of electronic access – From 2002 to 2003, more employees (from 63% to 74%) said they were accessing Intranet on the job. – From 2002 to 2003, more employees (from 45% to 65%) agreed Intranet makes them more productive: – Half said they were proficient in surfing the web; half considered themselves beginners or without skills. – Preferred method for accessing Intranet/Internet was departmental computer.

Lisa Howard 19 What I Learned Face-to-face communication remains this group’s preferred method for receiving information. – Comparison of data from two surveys shows little change in employee opinion regarding usefulness of Intranet/Internet – Both ranked near, or just below, middle of “usefulness list” – Results shown on following slides…

Lisa Howard 20 What I Learned

Lisa Howard 21 What I Learned

Lisa Howard 22 What I Learned There is desire for Intranet/Internet access: – Kiosks may not be ideal mode of access – Only 4% of surveyed population visited/utilized kiosk; 76% used departmental computer to log on

Lisa Howard 23 Issue Research Results Next Steps

Lisa Howard 24 Potential Next Steps Conduct factory focus groups to uncover root cause for low usage of kiosks. Issue with… – Location? – Training? – Supervisor attitudes?

Lisa Howard 25 Kiosks will continue – at least for near term. No new kiosks will be added. Continue to press for factory-specific web site. May provide weekly electronic newsletter in print format -- post near entrances/exits. Potential Next Steps

Lisa Howard 26 Questions?