Karen Downs

Intranet Program Manager

H&R Block

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H&R Block   

Karen Downs has been leading intranet and knowledge management teams for nearly two decades. She currently leads the intranet program at H&R Block, the world’s largest tax services provider with approximately 12,000 company-owned and franchise locations around the world. The H&R Block intranet, Documents, News & Applications (DNA), serves more than 90,000 full-time, seasonal, franchise and contract associates who share a single portal to access documents, news, applications and communities through 9 distinct profile views. Hundreds of content creators and internal business owners participate in a well-developed strategy to keep DNA information accurate, relevant and up-to-date. In a 2016 benchmark study, H&R Block associates helped rank DNA the #4 intranet out of 232 companies participating in the Worldwide Intranet Challenge. Karen has always been attracted to seemingly impossible challenges; and intranets are always full of these. Karen and her team maintain constant focus on identifying, measuring, prioritizing and implementing a robust set of intranet capabilities that help serve the needs of the business by simplifying the day-to-day work lives of all associates. Prior to her time at H&R Block, Karen led the intranet program at Sprint Corporation, including the 2013/14 intranet redesign that was recognized as one of the Ten Best Intranets in Nielsen Norman Group’s 2015 Design Annual publication.Info about H&R Block: http://www.hrblock.com/corporate/our-company/index.html

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