My other favorite James blasts ROI assumptions about intranet usability improvements. The primary theme is that in most orgs the intranet just isn't important enough to measure in this way. When intranets become a key part of the business (not just for news and policy look-up), then they can be measured alongside end-to-end improvements in biz processes.

Airline's intranet directory uses people's search errors to improve search for subsequent people, similar to Google's 'did you mean?'

observations, resources and questions for Net managers . . . . . . by jmc