Few businesses fully appreciate the importance of an outstanding corporate intranet. Yet Forrester expects that companies will continue their decades-old march toward "self-service" workplaces, making large administrative support staffs either a dinosaur in the digital age, an opaque back-office room in an outsourcer, or the exclusive privilege of top executives. Remember when you could ask a "secretary" to find something for you? Now, 73% of workers we surveyed regularly turn to corporate intranets for accessing the information they need at work. As intranets evolve from simple information-centric sites to collaboration- and business-process-centric workplaces, maintaining high adoption and usage becomes both more difficult and more important. Forrester believes that information and knowledge management professionals must focus on user-centric design to drive the next wave of adoption and long-term business value from their corporate intranets.