In our previous article we explored why intranets often fail to fulfil their purpose and the most common mistakes made in intranet projects. This time, we take it a step further and ask: what should an intranet that truly works actually look like?
Today’s working environment is vastly different from what it was just a few years ago. We work in hybrid models, use multiple systems simultaneously, and operate at a much faster pace of information flow. In such conditions, a “traditional” intranet – seen as a standalone platform for publishing content – is no longer sufficient. What organisations need is a solution that structures communication, integrates systems, and delivers information precisely where it is needed most.
To better understand this shift, we spoke with Grzegorz Ciwoniuk, CGO, and Kamila Zarachowicz, Customer Success Manager at Workai – our technology partner and the creator of the intranet platform we jointly implement for our clients.
What has actually changed in the way we work in recent years?
Grzegorz Ciwoniuk, CGO, Workai: In truth, almost everything has changed – not only in terms of tools, but across the entire working model. First and foremost, we have moved to hybrid and distributed work. Teams are no longer co-located in a single office and often do not even work the same hours. As a result, communication is no longer straightforward or predictable. Today, information must reach employees regardless of whether they are in the office, in the field, or working from home.
At the same time, the number of tools has grown significantly. We have Teams, email, intranets, employee portals, internal publications, and various business systems. Each works well in isolation, but together they often create a fragmented environment. In practice, employees must piece together the information they need from multiple sources.
The result is information overload. People spend increasing amounts of time searching for information rather than acting on it. From our experience, the absence of a single point of access to knowledge has a tangible negative impact on productivity and leads to user frustration.
Expectations have also evolved. No one wants to “search” for information anymore – people simply expect to find answers quickly. The challenge is that many communication tools were designed for a different reality and no longer align with how organisations operate today.
Why is the intranet, as a tool, becoming less effective?
Grzegorz Ciwoniuk: Because it was originally designed as a content publishing tool – essentially a digital noticeboard or document repository. That approach is no longer fit for purpose, for several reasons.
Firstly, it assumes the user will actively find the information themselves. Secondly, it operates as a separate channel, detached from day-to-day work. Thirdly, it does not take into account the user’s context – their role, location, or immediate needs. And finally, it often lacks proper integration with the tools employees actually use on a daily basis.
As a result, the intranet becomes just another place to check, rather than something that genuinely supports work. That is why organisations are beginning to change their approach – they are moving away from thinking about the intranet as a tool and starting to treat it as part of a broader communication and knowledge ecosystem.
What does a “communication ecosystem” mean in the context of an intranet?
Kamila Zarachowicz, Customer Success Manager, Workai: Put simply, it is an approach where the intranet is not a separate entity, but rather a central layer connecting communication, knowledge, and work tools. In other words, everything is integrated. Communication, knowledge, and processes are no longer scattered across multiple systems but form a single, coherent environment. Employees do not have to switch between tools.
Information is delivered in context – within Teams, the intranet, or a mobile application – wherever the employee happens to be working. The system also becomes proactive: instead of users searching for information, information comes to them when they need it.
Integration with Microsoft 365 (including Teams) is crucial, as it embeds everything naturally within the working environment. This is complemented by centralised content management, ensuring consistency of communication, and personalisation, so each user sees what is relevant to them.
Accessibility is equally important – both on desktop and mobile devices – ensuring the solution works for all employees, not just office-based staff.
How is the role of the intranet changing within organisations?
Grzegorz Ciwoniuk: This is a significant shift. The intranet is no longer just a communication tool – it begins to directly influence how the business operates. This is particularly evident in decision-making. When employees have quick access to up-to-date, well-structured information, decisions are made faster and are simply better – which directly translates into productivity gains. Time wasted searching for information is eliminated, knowledge is better organised, and everything operates within a single environment.
The intranet also plays an increasingly important role in onboarding and knowledge management. New employees integrate more quickly because they have access to everything in one place. At the same time, knowledge is no longer dispersed across different systems and teams. This is especially impactful in large organisations, where creating a unified communication and knowledge environment significantly improves access to information and boosts employee engagement.
Who within the organisation is affected by this change?
Grzegorz Ciwoniuk: This is not just a topic for internal communications or IT. A modern intranet ecosystem involves multiple areas: internal communications, HR, IT, business units, operations, and leadership.
Communications teams are responsible for messaging and channels. HR focuses on onboarding, development, and culture. IT ensures integrations and security. Business teams require access to knowledge and processes. Leadership is responsible for the strategic use of information.
The key point is collaboration. The intranet is no longer a project owned by a single department – it becomes an integral part of the entire organisation.
What are the hallmarks of a well-designed intranet?
Kamila Zarachowicz: You can see it in everyday work. Employees know where to find information – and they actually use it. They no longer have to guess or search across multiple sources.
Communication is not fragmented but consistent and centrally managed. The intranet is not an add-on, but a natural part of daily work. There is a single, reliable source of information and knowledge accessible to everyone.
Information reaches employees faster, and they stay up to date with what is happening across the organisation. Communication begins to genuinely support organisational culture, rather than simply distributing announcements.
Feedback is also crucial. Because it is immediate, organisations can respond quickly and adapt their actions. Analytics further support this by showing what works and what does not, enabling more effective communication.
Importantly, adoption levels are high. People actively use the platform rather than merely having access to it. From our experience, the combination of centralisation and personalisation significantly increases communication reach and employee engagement.
How does this approach translate into intranet implementation?
Kamila Zarachowicz: From an implementation perspective, it comes down to a few key principles.
First, integration with existing tools. A modern intranet does not replace systems – it connects them. The goal is to create a unified working environment across Teams, Microsoft 365, and other business applications.
Second, user-centred design. Information architecture, personalisation, and user experience are critical. The system should not be at the centre – the employee and their daily needs should be.
Third, the use of AI. This fundamentally changes how intranets are used. Employees can search naturally, receive suggestions, and access ready-made summaries. As a result, they find answers faster and make better decisions.
Finally, continuous development. An intranet is not something you implement and then consider the job done. It is a solution that needs to be continuously developed and adapted – both in terms of content and technology.
Can you share an example of such an implementation?
Kamila Zarachowicz: A good example is a project delivered in collaboration with our partner, Infinity Group, for a large organisation in the property development sector. The company faced a common challenge: fragmented communication and the lack of a single, coherent source of information for employees – particularly those working in the field.
The implementation of a new intranet helped to organise communication and consolidate knowledge in one place, accessible both on desktop and mobile devices. Tailoring content to different employee groups and integrating with existing tools were also key factors.
As a result, employees gained quick access to essential information, communication became more consistent, and the organisation significantly improved its knowledge flow. This led not only to higher engagement but also to more efficient team operations.
You can read more about this implementation here: https://workai.com/case-study/dom-development-how-to-improve-internal-communication/
And here: https://www.infinity-group.dev/case-studies/dom-development-workai-intranet
Summary: What is the key takeaway for organisations?
Our conversation with the Workai team clearly shows that the modern intranet requires a fundamental shift in approach – both in how it is designed and how it functions within an organisation. It is no longer sufficient to treat it as a content publishing tool or an additional communication channel. Instead, it should serve as a cohesive environment that connects communication, knowledge, and business processes. Only such an approach enables organisations to structure information effectively, simplify access to knowledge, and support employees in their daily work – regardless of where or how they work.
A third article in collaboration between Infinity Group and Workai will be published soon. If you would like to learn how to prepare your organisation for intranet implementation, follow our social media channels. And if you would like to explore how we can support you – complete the form below.
