Why intranets fail and what it’s costing your business

Time and time again and even with the best of intentions, many intranets can become somewhat of a ‘digital graveyard’ that can be hard to use, hard to navigate and ultimately left abandoned by the very people they are meant to support.  

Understanding why they fail is the first step to building one that works. In this article we cover some common reasons you may recognise within your organisation.

Reasons for why intranets fail

Lack of adoption

Even the most well-designed intranet is ineffective if no one uses it. Common issues include a poor user experience, lack of relevance to daily tasks, and employees simply being unaware the intranet exists.  

Another frequent challenge is users storing files locally rather than using the intranet, often because it feels faster or more familiar. This behaviour not only undermines the intranet’s value but also reinforces habits that reduce collaboration and information sharing.

Unclear governance

Intranets need clear ownership, defined roles, and policies to function effectively. Without governance: 

• Content becomes inconsistent in tone, format, and quality. 
• There’s no accountability for keeping sections up to date. 
• Users are unsure who to contact for updates or support. 

A governance model should outline responsibilities (e.g., who approves content, who manages permissions), workflows, and guidelines to keep the intranet aligned with organisational goals.

Poor maintenance

Over time, intranets often degrade due to lack of care. Think outdated/broken links, old documents leaving users confused and announcements/posts remaining long after they are relevant.  

Routine maintenance including content audits, platform updates, and usability reviews is essential to keep the intranet up-to-date and trustworthy. 

Content sprawl

When there are no content controls, intranets quickly become digital dumping grounds. This can include everything from redundant pages and documents which can then lead to users struggling to find the latest version of a file. Search results can also become cluttered and unreliable.  

This not only impacts usability but also damages confidence in the system. A strong information architecture and content lifecycle management plan can help prevent sprawl. 

Confusing structure and bad user experience

A disorganised or unintuitive intranet will drive users away. Common issues include: 

• Inconsistent navigation menus or labelling. 
• Poor mobile responsiveness. 
• Difficult or ineffective search functionality. 
• Visual clutter or lack of hierarchy on pages. 

Users expect digital tools to work as smoothly as the apps they use outside work. A focus on UX design, including user testing and feedback loops should be considered. 

What poor intranets are costing your business

Whatever the reasons may be, it’s important to understand the broader impact unresolved issues can have on your organisation.  

A poorly designed or neglected intranet isn’t just a missed opportunity—it can actively drain productivity, increase frustration, and undermine communication and collaboration. The hidden costs quickly add up, affecting everything from employee engagement to operational efficiency. Here are just some areas where a poorly designed intranet might be costing your business.

Your intranet’s success requires continuous alignment with user needs, clear ownership, and disciplined content and design management as well as creating one version of the truth. By addressing these common failure points early, organisations can transform their intranet from a forgotten portal into a central hub for communication and collaboration.  

We help clients with a range of SharePoint services from building intranets to SharePoint migrations. If you’d like to learn more about how we can help you with SharePoint, contact us and a member of our team will get back to you.