Using portals as a means of communication

Key Insights on Use/Efficacy of Portals

Over the past few months we have worked with a number of companies/organisations in both the Public and Private sectors, gathering feedback from their Suppliers/Customers/Employees. With most projects, as part of the research, we included gathering feedback on the use/efficacy of Portals, as a means of communication.

In most cases, Portals were a relatively new initiative and were designed to improve both communication and information flow, from our clients, to their Suppliers/Customers/Employees.

Bespoke market research results clearly indicated that the take up/usage of the portals hasn’t always met expectations.

*A few key learnings from our recent research:
*

Whilst the uptake of the Portals should continue to grow, for the foreseeable future the Portal should be in addition to, rather than instead of, other forms of communication.

Depending upon the objective of the Portal, the benefits should continually be explained/reinforced, to drive usage.
Training/Tutorials for the use of Portal should be provided
For someone going onto the Portal, this is an active decision to search for information. Companies shouldn’t therefore assume that everyone you’d like/expect to access the Portal, will do so.

The information on the Portal must be:
Relevant to both parties, i.e., the Organisation hosting the Portal and the Organisation/People accessing the Portal

Up to date
Easy to understand to avoid confusion
Sufficiently engaging/useful/insightful to encourage repeat/consistent use of the Portal