Why Employees Don't Use the Intranet: Understanding the Challenges and Solutions

Why Employees Don't Use the Intranet: Understanding the Challenges and Solutions

Jun 14, 2023
by jessicadunbar

Intranets are designed to be a centralized hub of information and resources for employees within an organization. However, many companies struggle with low employee engagement and adoption rates of their intranet platforms. In this blog post, we will delve into the reasons why employees don't use the intranet and explore effective strategies to overcome these challenges.

Lack of Awareness and Communication

86% of employees agree that ineffective communication is one of the leading reasons for workplace failure 1.

One of the primary reasons employees don't use the intranet is a lack of awareness. If employees are not properly informed about the existence, purpose, and benefits of the intranet, they are unlikely to utilize it. The intranet might be launched without a proper introduction or communication plan, leading to low visibility and poor adoption. To address this challenge, organizations should implement robust communication plans, including targeted emails, internal newsletters, and training sessions to ensure employees are aware of the intranet's features and advantages. Regular reminders and updates about the intranet can help keep it at the forefront of employees' minds.

Complex User Experience

A complex and unintuitive user experience can discourage employees from using the intranet. If the platform is difficult to navigate, find information, or perform tasks, employees may resort to alternative methods such as email or asking colleagues directly. A confusing user interface, unclear labeling, and a lack of user-friendly design can all contribute to a negative user experience. To combat this, organizations should invest in user-centric design, ensuring the intranet is intuitive, visually appealing, and provides a seamless user experience. User testing and feedback loops can help identify pain points and refine the intranet's usability. Simplifying the navigation, implementing search functionality, and organizing information in a logical manner can significantly improve the user experience.

Outdated or Irrelevant Content

When employees consistently encounter outdated or irrelevant content on the intranet, they lose trust in its usefulness. If the information available does not align with their needs or is not regularly updated, they are less likely to rely on the intranet as a reliable source of information. To address this challenge, organizations should establish content management strategies that involve content creators, subject matter experts, and regular content audits to ensure the intranet remains up-to-date, relevant, and valuable to employees. Clear guidelines for content creation, proper categorization, and easy content updating processes should be implemented to maintain a fresh and engaging intranet.

Limited Mobile Accessibility

Employees increasingly rely on mobile devices for accessing information. If the intranet lacks mobile responsiveness or a dedicated mobile app, employees may find it inconvenient to access the platform while on the go. Mobile accessibility is vital to meet the evolving needs of employees. Organizations should prioritize mobile accessibility, ensuring the intranet is optimized for various devices and screen sizes. Developing a mobile app or implementing responsive design principles can enhance the intranet's accessibility and user engagement. Mobile push notifications can also be used to send important updates and reminders to employees, keeping them connected and engaged.

Insufficient Training and Support

Lack of training and support can be a significant barrier to intranet adoption. If employees are not adequately trained on how to use the intranet's features or if they encounter technical issues without readily available support, frustration may lead to abandonment of the platform. Organizations should invest in comprehensive training programs, user guides, and a responsive helpdesk to address any user queries or technical challenges promptly. Training sessions should be conducted during the onboarding process and be readily available for existing employees to ensure they are equipped with the necessary knowledge and skills to navigate and utilize the intranet effectively.

Inefficient Search Functionality

Another significant reason employees don't use the intranet is when the search functionality fails to deliver accurate and relevant results. If employees struggle to find the information they need quickly and easily, they may give up on using the search feature altogether. Inefficient search can be attributed to various factors, including poor indexing, lack of advanced search options, or a limited understanding of user search behavior. To overcome this challenge, organizations should invest in improving the intranet's search functionality. This can be achieved through enhanced indexing algorithms, implementing filters and advanced search options, and conducting user research to understand the keywords and search queries employees commonly use. Regularly reviewing and optimizing the search functionality based on user feedback and behavior can greatly improve the intranet's search experience and encourage employees to rely on it as a valuable resource.

Lack of Personalization

Employees may be less inclined to use the intranet if it does not provide personalized content or features. Generic information that is not tailored to individual employees' roles, interests, or preferences may not resonate with them, leading to disengagement. Personalization can be a powerful tool to drive intranet adoption and usage. Organizations can leverage user profiles, preferences, and activity data to deliver personalized content recommendations, targeted news updates, or customized dashboards. By providing employees with content that is relevant and meaningful to them, the intranet becomes a valuable tool that they will actively seek out and use on a regular basis.

Lack of Integration with Existing Tools and Workflows

When the intranet operates as a separate entity without integration into existing tools and workflows, employees may find it cumbersome to switch between different platforms and systems. If the intranet does not seamlessly connect with commonly used applications or processes, employees may opt for more familiar and convenient alternatives. To address this challenge, organizations should ensure the intranet integrates smoothly with other tools and systems that employees use daily. This can include single sign-on (SSO) functionality, integration with email clients, calendar systems, project management tools, or collaboration platforms like Microsoft Teams or Slack. By eliminating the need for employees to navigate between multiple platforms, the intranet becomes an integrated part of their work ecosystem, increasing its adoption and usage.

Lack of Gamification or Incentives

Incentivizing employees to engage with the intranet can significantly boost adoption rates. By introducing gamification elements, such as leaderboards, badges, or rewards for active participation and contribution, organizations can create a sense of competition, fun, and recognition. These incentives encourage employees to explore the intranet, contribute content, participate in discussions, and make the most of its features. Recognizing and rewarding employees who actively engage with the intranet can foster a culture of knowledge sharing and continuous improvement, further enhancing intranet usage.

Lack of Management Support and Leadership Engagement

Employees are more likely to embrace the intranet if they see active support and engagement from management and leadership. When leaders demonstrate the value of the intranet by actively using and promoting it, employees are more inclined to follow suit. Management should set an example by regularly sharing updates, contributing content, and highlighting the intranet's benefits in company-wide communications. This leadership involvement creates a sense of importance and urgency around the intranet, encouraging employees to utilize it for their daily work and communication needs.


Overcoming the challenges that hinder intranet adoption requires a comprehensive approach. By addressing the lack of awareness, improving the user experience, ensuring relevant and up-to-date content, enhancing mobile accessibility, providing sufficient training and support, optimizing search functionality, personalizing the intranet experience, integrating it with existing tools, introducing gamification elements, and securing management support, organizations can encourage employees to embrace the intranet as a valuable resource. A user-friendly, relevant, and well-supported intranet can empower employees, foster collaboration, and drive productivity within the organization. With proper planning, continuous improvement, and a focus on user needs, the intranet can become a central tool for communication, knowledge sharing, and streamlined workflows across the organization.


1 Salesforce. (2014, August). How Soft Skills Are Crucial to Your Business. Salesforce Blog. Retrieved from https://www.salesforce.com/ca/blog/2014/08/how-soft-skills-are-crucial-to-your-business-.html