FirstPort 2

1. FirstPort 2 The NHS Lanarkshire Intranet Site as an Effective Knowledge Management Tool

2. Context • MSc Health Informatics undertaken while working for NHS Lanarkshire • Knowledge Management topic interest • Dissertation topic to benefit NHSL • Evaluation of current intranet site • New NHS Lanarkshire intranet site ‘FirstPort 2’ due to be developed

3. Study Methods • Literature review • Online questionnaire • Focus Group interview

4. Literature Review – Intranet and Knowledge Management • Wall (2006) organisational culture critical to success • Skinner (2008) value of intranet as a storage device for ‘explicit’ knowledge • Skinner (2008) and Gosar (2008) propose web 2.0 based intranet to socialise ‘tacit’ knowledge transfer

5. Role for Library Services • Keeling (2000) highlights skills as knowledge managers and opportunity to raise profile in organisation • Plaice (2003) library service redesigned trust intranet site and managed documents library

7. Questionnaire Themes • Intranet use • Search facility • Content • Information Technology • Organisational culture • FirstPort 2

8. Questionnaire Findings • Poor design • Difficult navigation • Lack of uniformity on pages • Poor search engine results • Outdated information

9. The Positives • Well used resource – 75% used it at least once a day • Useful content – 75% of respondents agreed • Organisational culture – staff encouraged to use site

10. Room for Improvement • Design and navigation • Search engine • Users need quick and easy access to information • Effective way to manage content and keep it up to date

11. Focus Group Interview Findings • Staff bypass FirstPort and use Google to find information • The site is too impersonal • It has a lot of potential if it can be properly utilised

12. Suggestions for Improvement • Reminders needed to update policies and documents • Ability to host discussion forums and view videos • Use of electronic workspaces

13. FirstPort 2 • Webinars and virtual meetings – confidentiality and network capabilities • Workspaces and discussion boards – user friendly • FirstPort 2 ‘champion’ departmental role

15. FirstPort 2 and NHSL Library Service • Tendering process • Search engine – information architecture • Corporate library

17. The Future • Site to be launched in August 2012 • Improved menus and search options • Easy access resources area • Enhanced search software • Library service to manage NHSL ‘corporate library’ section

18. References • Gosar, D.H. (2008). The Potential Impact of Web 2.0 on Tacit Knowledge Management at NHS Lanarkshire. Dissertation/Thesis, Unpublished. • Keeling, C. and Lambert, S. (2000). “Knowledge management in the NHS: positioning the healthcare librarian at the knowledge intersection”. Health Libraries Review, 17 (3), 136-43. • Plaice, C. and Kitch, P. (2003). “Embedding knowledge management in the NHS south-west: pragmatic first steps for a practical concept”. Health Information and Libraries Journal, 20 (2), 75-85.

19. References • Skinner, B. (2008). “Web alert: resources to support the development of a knowledge management strategy”. Quality in Primary Care, 16 (4), 295-99. • Wall, D. (2006). “Sharing good practice: Knowledge in action”. Clinical Governance, 11 (3), 253-61.

20. Questions? • Paul Herbert • Health Information Scientist, Healthcare Improvement Scotland • Email:paul.herbert1@nhs.net