Helping new BT Intranet users

What help do you give to anyone new to your intranet?  How do they get to know what words used such as ‘homepage’ mean? 

In BT we have online guidance and training for new users.  This includes a glossary of the most used terms which you may find helpful to use: 

Address:  Another name for a location or URL.

Bookmark/Favourite:  A way for you to mark a web page you want to return to later, in the same way you would put a bookmark in a book. This is called Favourite in Internet Explorer or Bookmark in Firefox.

Browser:  Software that allows you to look at Intranet/Internet pages.

Cache:  To store on your computer’s hard disk a copy of a web page accessed via the internet/intranet. The browser compares the cached copy of the page to the original, and if there have been no changes, it will use the cached copy rather than reloading the page again, saving on download time.

Cookie:  A unique string of letters and numbers that the web server stores in a file on your computer. This method is used to track users so that they do not have to enter the same information when they revisit a site.

Firewall:  Computer hardware and/or software that limits access to a computer over a network or from an outside source. Used to prevent hackers from getting into company’s intranets.

Homepage:  This is your start up page. The page that first appears when you open your browser.

Hyperlink:  A connection that is found in web pages that, when clicked with a mouse, opens a web page in your browser. A hyperlink (or link) may be a word, icon or graphic.

Internet:  The internet is a worldwide network of computers containing information that people can access and read or use on their own computers. This network is sometimes called the Information Super Highway or ‘web’.

Intranet:  An intranet is a private network belonging to an organisation accessible only by the organisation’s members, employees, or others with authorisation. An intranet’s web sites look and act just like any other web sites, but the intranet is set up using what is called a firewall, which prevents unauthorised access from outsiders.

Location:  Another name for an address, also known as URL.

Search engine:  A programme that allows you to search and retrieve specific information from the internet/intranet. Generally, you type in the words that you need to find and the search engine produces a list of pages that contain those words. You can then click on any of the displayed pages to go to that page.

URL:  This is a Universal Resource Location, the correct name for the location that you type into the location area. Also known as Address.

I would be interested in what help you give new intranet users.  Please leave a comment for others to share and learn from.

3 responses to “Helping new BT Intranet users

  1. Hi Mark, here at Lloyds we have a Help option on all pages. This offers help to two audience types, those who want to publish to the intranet (including how to create sites, upload docs, best practice, contact numbers etc) and those who want help finding their way around the intranet (how our intranet is structured, a mini tour, what various icons mean, contact us form, accessibility information etc). We don’t go into the detail of cache or cookie as I don’t think our people want or need to know. What’s your feedback like for the level of detail you go into?

    Cheers, Mark

    • Mark,

      As we move forward and consider simpler publishing tools for people to use then some of these terms will become redundant. Part of the reason why I posted this was to get the response you have given me.

      Are you able to share your Help option that is used at Lloyds?


  2. Pingback: IntranetLounge

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