Staff Isn't Ignoring Your Intranet - They Just Can't Trust It
By SimplifyIT | Published
"We trained them. We emailed reminders. We even put it in their performance review. But they're still not using the intranet."
Maybe it's not their fault.
Most banks and credit unions assume intranet adoption is a training issue. But what if the real problem is trust?
They've Been Burned Before
Frontline staff are under pressure to serve quickly. If they click into the intranet, search for a procedure, and come up empty - or worse, find outdated or conflicting info - they won't come back.
They'll reach for a sticky note. Or email a coworker. Or just guess. Because they've learned that the intranet isn't a reliable source of truth.
Clues That Trust Is Broken
- Sticky notes taped to monitors
- Staff emailing "the one who knows" instead of searching
- Desktop folders labeled "Correct Procedures"
- Printed binders updated by hand
- Tickets asking things already "on the intranet"
It's not laziness. It's practicality - learned from being burned.
Shadow Knowledge Bases Are a Sign of Failure
When staff don't trust the official intranet, they build their own: saved Word docs, printed cheat sheets, even group texts. They're fast - but risky.
They're untracked, out of sync, and out of compliance. And they only exist because the real intranet failed them.
Trust Is a Feature (And You Can Build It)
Trust isn't about training - it's about results. Every time the intranet gives the right answer fast, trust is restored.
That's why SimplifyIT includes:
- Version Control: so staff know it's the latest every time
- Audit Trails: to track every change and author
- Approvals: so nothing goes live by accident
- Acknowledgments: so staff confirm they've seen updates
- Instant Search: so the right content is seconds away
These aren't just compliance features. They're trust features.