Strictly Confidential   © 2009 Prescient Digital Media  Not For Distribution Toby Ward, Prescient Digital Media Intranet G...
Strictly Confidential   © 2009 Prescient Digital Media  Not For Distribution Toby Ward <ul><li>CEO, Chief Blogger, Prescie...
Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution + Additional info on…
Strictly Confidential   © 2009 Prescient Digital Media  Not For Distribution Agenda <ul><li>Defining governance & ownershi...
Think about… Strictly Confidential   © 2009 Prescient Digital Media  Not For Distribution <ul><ul><li>Do you have real int...
Governance <ul><li>Defines the ownership and management model. </li></ul><ul><li>Management team </li></ul><ul><li>Roles &...
Typical website & intranet <ul><li>No senior champion </li></ul><ul><li>Middle managers in communications and IT </li></ul...
C-level Power <ul><li>The most successful intranets have c-level champions </li></ul><ul><li>The greatest barrier to succe...
The champion <ul><li>C-level executive </li></ul><ul><li>The champion should have power and influence </li></ul><ul><li>Un...
Walk the walk <ul><li>Change their mindset – talk their talk </li></ul><ul><li>Sell it: show ‘em the money </li></ul>Stric...
Talk the talk <ul><li>What does your organization value? </li></ul><ul><li>Success is more than dollars </li></ul><ul><ul>...
Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution Nexus of Intranet Success
Governance planning process <ul><li>Input questions into the strategy survey </li></ul><ul><li>Create model based on best ...
Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution
The whole business <ul><li>The website is not just a tool – it’s the whole business  </li></ul><ul><li>Silos kill – no gro...
Governance Models <ul><li>Decentralized (most common in larger orgs.) </li></ul><ul><ul><ul><li>No single owner </li></ul>...
Governance Models <ul><li>Collaborative / Federated </li></ul><ul><ul><ul><li>Executive champion </li></ul></ul></ul><ul><...
Healthcare – Collaborative Governance Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution CEO Edit...
Collaborative Governance Model Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution Editor-In-Chief...
Financial Svcs – Centralized Hybrid Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution
Strictly Confidential   © 2009 Prescient Digital Media  Not For Distribution Case Study: Collaborative
Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution
PNC Bank Intranet – Collaborative Model Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution
Strictly Confidential   © 2009 Prescient Digital Media  Not For Distribution Case Study: Centralized Hybrid
Centralized Hybrid Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution Content Contributors Editor...
Sample structure – Centralized Hybrid <ul><li>Champion: Chief Operating Officer </li></ul><ul><li>Owner: SVP, Internal Com...
Day-to-day Management <ul><li>Home page, corporate content and news owned by Editor-In-Chief  </li></ul><ul><li>Training o...
Champion(s)  <ul><li>Champion will participate in: </li></ul><ul><ul><li>Supporting owner and committee </li></ul></ul><ul...
Owner  <ul><li>The Owner will: </li></ul><ul><ul><li>Maintain the intranet vision & mandate </li></ul></ul><ul><ul><li>Man...
Editor In Chief <ul><li>Communications individual, to manage day-to-day operations, content process and policies </li></ul...
Intranet Steering Committee <ul><li>Chaired by Intranet Owner or Champion include divisional communicator’s and President’...
Owners, Authors, Contributors  <ul><li>Site owners, authors must be documented, trained and versed in the respective polic...
Intranet Advisory Council <ul><li>Intranet Advisory Council (IAC), using volunteers from focus groups, to meet quarterly a...
IS&T Support Team <ul><li>Install, support and maintain new CMS / portal / platform & infrastructure including analytics r...
Strictly Confidential   © 2009 Prescient Digital Media  Not For Distribution Policies & Standards
Standards & Policies <ul><li>Explicitly defined and documented standards & polices are a CRITICAL NECESSITY to... </li></u...
Policies <ul><li>Editorial policy defining: </li></ul><ul><ul><li>Content types: front-page news vs. static content </li><...
Taxonomy <ul><li>Editor-in-Chief to implement a complete corporate taxonomy guided by business and function need for: </li...
Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution Government of Western Australia
Government of Western Australia Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution
Government of Western Australia Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution
Government of Western Australia Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution
Government of Western Australia Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution
Consensus is key <ul><li>Make sure supporters & dissidents have a voice & know the model </li></ul>Strictly Confidential  ...
Think about… Strictly Confidential  © 2009 Prescient Digital Media  Not For Distribution <ul><ul><li>Do you have real intr...
Your homework <ul><li>Create “About this site” </li></ul><ul><ul><li>The owner </li></ul></ul><ul><ul><li>Roles & responsi...
Strictly Confidential   © 2009 Prescient Digital Media  Not For Distribution <ul><li>Reading </li></ul><ul><li>IntranetBlo...
www.PrescientDigital.com www.PrescientDigital.com
Free consulting / Q&A
Toby Ward, President, Prescient Digital Media [email_address] www.PrescientDigital.com www. IntranetBlog.com www.Twitter.c...
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Intranet Governance Sept 2009 Slideshare

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As is the case with most websites or intranets it is simply impossible to achieve any long-lasting success without a clearly defined ownership and management structure. Intranet governance provides clarity and rules: namely the titles, roles and responsibilities of its owners, managers, stakeholders and contributors. However, at the heart of a successful model, is a powerful executive with purse strings, supported by a solid intranet team. This presentation discusses how to build an intranet governance model, and the options for doing so.

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  • Great Presentation, thank you. SharePoint Governance is a complex topic to say the least. After many thousands of hours there is a simple solution to SharePoint Governance. Research suggests that people don't know what they need to know and that makes it a difficult and daunting task. There is a ready to go SharePoint Governance solution at http://sgm.sptouchgroup.com, it's not free but it's well worth a look for businesses that are serious about governance and not SharePoint gurus.
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Intranet Governance Sept 2009 Slideshare

  1. 1. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Toby Ward, Prescient Digital Media Intranet Governance: How to Run an Intranet Condensed version. Please contact us for full version.
  2. 2. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Toby Ward <ul><li>CEO, Chief Blogger, Prescient Digital Media </li></ul><ul><li>We build highly effective websites & intranets </li></ul><ul><li>Clients include: </li></ul>
  3. 3. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution + Additional info on…
  4. 4. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Agenda <ul><li>Defining governance & ownership </li></ul><ul><li>The four models of governance </li></ul><ul><li>Sample models </li></ul><ul><li>Case study example </li></ul><ul><li>Standards & policies </li></ul><ul><li>Recommendations </li></ul><ul><li>Free Consulting / Open Q&A </li></ul>
  5. 5. Think about… Strictly Confidential © 2009 Prescient Digital Media Not For Distribution <ul><ul><li>Do you have real intranet authority? Do the owners? </li></ul></ul><ul><ul><li>Do groups / units / divisions do what they want or threaten to? </li></ul></ul>
  6. 6. Governance <ul><li>Defines the ownership and management model. </li></ul><ul><li>Management team </li></ul><ul><li>Roles & responsibilities </li></ul><ul><li>Decision making process </li></ul><ul><li>Policies & standards </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  7. 7. Typical website & intranet <ul><li>No senior champion </li></ul><ul><li>Middle managers in communications and IT </li></ul><ul><li>Limited budget and power </li></ul><ul><li>No plan or vision </li></ul><ul><li>Silos & sprawl lead to user frustration & waste </li></ul><ul><li>Conflict ensues </li></ul><ul><li>Stalls – often for years </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  8. 8. C-level Power <ul><li>The most successful intranets have c-level champions </li></ul><ul><li>The greatest barrier to success is politics </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  9. 9. The champion <ul><li>C-level executive </li></ul><ul><li>The champion should have power and influence </li></ul><ul><li>Understand the value of the website & the potential </li></ul><ul><li>Needs to be involved, but not on a day-to-day </li></ul><ul><li>Only attend an occasional meeting </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  10. 10. Walk the walk <ul><li>Change their mindset – talk their talk </li></ul><ul><li>Sell it: show ‘em the money </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  11. 11. Talk the talk <ul><li>What does your organization value? </li></ul><ul><li>Success is more than dollars </li></ul><ul><ul><li>Customer/employee satisfaction </li></ul></ul><ul><ul><li>User productivity </li></ul></ul><ul><ul><li>Awareness / Message retention </li></ul></ul><ul><li>ROI is more than just hard cost savings </li></ul><ul><ul><li>Productivity benefits </li></ul></ul><ul><ul><li>Time to market </li></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  12. 12. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Nexus of Intranet Success
  13. 13. Governance planning process <ul><li>Input questions into the strategy survey </li></ul><ul><li>Create model based on best client fit </li></ul><ul><li>Tailor as necessary with client before workshop </li></ul><ul><li>Workshop is 2 – 3 hours </li></ul><ul><li>Introduce the concept </li></ul><ul><ul><li>Show examples </li></ul></ul><ul><ul><li>Show the recommended structure </li></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  14. 14. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  15. 15. The whole business <ul><li>The website is not just a tool – it’s the whole business </li></ul><ul><li>Silos kill – no group can operate in isolation </li></ul><ul><li>Employees demand consistency </li></ul><ul><ul><li>Consistent message </li></ul></ul><ul><ul><li>Consistent navigation </li></ul></ul><ul><ul><li>Consistent interface </li></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  16. 16. Governance Models <ul><li>Decentralized (most common in larger orgs.) </li></ul><ul><ul><ul><li>No single owner </li></ul></ul></ul><ul><ul><ul><li>Driven by policies and guidelines </li></ul></ul></ul><ul><ul><ul><li>Organic growth, sometime leading to site sprawl </li></ul></ul></ul><ul><li>Centralized (more common in small orgs.) </li></ul><ul><ul><ul><li>Single owner (usually department) </li></ul></ul></ul><ul><ul><ul><li>Bureaucratic </li></ul></ul></ul><ul><ul><ul><li>Highly controlled </li></ul></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  17. 17. Governance Models <ul><li>Collaborative / Federated </li></ul><ul><ul><ul><li>Executive champion </li></ul></ul></ul><ul><ul><ul><li>Steering Committee / Council </li></ul></ul></ul><ul><ul><ul><li>Decentralized content ownership; centralized platform </li></ul></ul></ul><ul><li>Centralized Hybrid </li></ul><ul><ul><ul><li>Single owner (usually department) </li></ul></ul></ul><ul><ul><ul><li>Bureaucratic </li></ul></ul></ul><ul><ul><ul><li>Highly controlled </li></ul></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  18. 18. Healthcare – Collaborative Governance Strictly Confidential © 2009 Prescient Digital Media Not For Distribution CEO Editor-in-Chief (Director of Communications) Editorial Committee (Content Owners) Communications Committee Development Committee Finance Hospital TBD <ul><li>Planned Giving </li></ul><ul><li>Annual Fundraising </li></ul><ul><li>Major Giving </li></ul><ul><li>Operations </li></ul>Hospital Communications Technical <ul><li>Depts </li></ul>Content Authors <ul><li>Depts </li></ul>Internet Council (Internal & External Participation)
  19. 19. Collaborative Governance Model Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Editor-In-Chief Intranet Council Co-Champions CIO & VP Editorial Committee Corporate Communications Advisory Group Human Resources
  20. 20. Financial Svcs – Centralized Hybrid Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  21. 21. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Case Study: Collaborative
  22. 22. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  23. 23. PNC Bank Intranet – Collaborative Model Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  24. 24. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Case Study: Centralized Hybrid
  25. 25. Centralized Hybrid Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Content Contributors Editor in Chief Intranet Advisory Council Intranet Owner IS&T Support Government Services  Diversity Healthcare Services/ Laundry Finance Education Market Corporate Services Key Geographies Senior Leadership Champion Steering Committee HR Supply Management Marketing Law IS&T Content Area Owners
  26. 26. Sample structure – Centralized Hybrid <ul><li>Champion: Chief Operating Officer </li></ul><ul><li>Owner: SVP, Internal Communications </li></ul><ul><li>Steering Committee: Representation from: </li></ul><ul><ul><li>IS&T, HR, Internal Communications, Europe, USA, UK </li></ul></ul><ul><ul><li>Steering Committee members must be representative of the global organization </li></ul></ul><ul><li>Editor-in-Chief: Internal Communications </li></ul><ul><li>A “people-centered” approach to design & Info Arch </li></ul><ul><li>Similar structures set up for each geography </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  27. 27. Day-to-day Management <ul><li>Home page, corporate content and news owned by Editor-In-Chief </li></ul><ul><li>Training of the content owners done by IS&T </li></ul><ul><li>Content owners adhere to standardization policy and ensure their content is: </li></ul><ul><ul><li>Up to date </li></ul></ul><ul><ul><li>Written in web format </li></ul></ul><ul><ul><li>Appropriate for their target audience </li></ul></ul><ul><ul><li>Evolving to meet the growth and needs of the organization </li></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  28. 28. Champion(s) <ul><li>Champion will participate in: </li></ul><ul><ul><li>Supporting owner and committee </li></ul></ul><ul><ul><li>Representing intranet to senior executive </li></ul></ul><ul><ul><li>Source of funding </li></ul></ul><ul><ul><li>Trouble-shooting and conflict resolution </li></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  29. 29. Owner <ul><li>The Owner will: </li></ul><ul><ul><li>Maintain the intranet vision & mandate </li></ul></ul><ul><ul><li>Manage policy development </li></ul></ul><ul><ul><li>Approve project prioritization </li></ul></ul><ul><ul><li>Monitor performance against objectives </li></ul></ul><ul><ul><li>Allocate resources and budgets </li></ul></ul><ul><ul><li>Ensure that the objectives of the intranet remain in line with business requirements </li></ul></ul><ul><ul><li>Ensure that agreed policies and good practice guidance are met </li></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  30. 30. Editor In Chief <ul><li>Communications individual, to manage day-to-day operations, content process and policies </li></ul><ul><li>Responsible for home page & core content </li></ul><ul><li>Participates on intranet Steering Committee </li></ul><ul><li>Enforcing Editorial Policy, Standardization Policy, Taxonomy </li></ul><ul><li>Serves as final review and approval on all new sections or sites </li></ul><ul><li>Leads Intranet Advisory Group, drawing from all content contributors and chaired by Editor </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  31. 31. Intranet Steering Committee <ul><li>Chaired by Intranet Owner or Champion include divisional communicator’s and President’s Committee reps </li></ul><ul><li>Management participants from across the business </li></ul><ul><li>Bring insight from the global organization </li></ul><ul><li>Discusses policy, evolution of site and drives future enhancements </li></ul><ul><li>Provides input, reviews and signs off on: </li></ul><ul><ul><li>Intranet plans (e.g. Blueprint, Training Plan, etc.) </li></ul></ul><ul><ul><li>Policies (e.g. Intranet Standardization Policy) </li></ul></ul><ul><li>Troubleshooting </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  32. 32. Owners, Authors, Contributors <ul><li>Site owners, authors must be documented, trained and versed in the respective policies </li></ul><ul><li>Key owners and authors could participate in the Advisory Group </li></ul><ul><li>All site owners and authors to “sign-off” on editorial policy </li></ul><ul><li>Recommended: all site owners and authors take a “Writing for the Web” course </li></ul><ul><li>Editor in Chief has final review on all new sites or site sections </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Site owner – owner or manager of site or section Author – writes the content on a site or section Contributor – provides the idea or suggestion for content
  33. 33. Intranet Advisory Council <ul><li>Intranet Advisory Council (IAC), using volunteers from focus groups, to meet quarterly and offer advice and opinions on direction and evolution, led by Editor in Chief </li></ul><ul><li>Employee representation to be a cross-representation of employees (not stakeholders), and possibly an outside expert </li></ul><ul><ul><li>Representation from Divisions and Corporate </li></ul></ul><ul><li>Meetings to be conducted quarterly, with a focus on: </li></ul><ul><ul><li>developing and driving content </li></ul></ul><ul><ul><li>navigation/usability testing </li></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  34. 34. IS&T Support Team <ul><li>Install, support and maintain new CMS / portal / platform & infrastructure including analytics reporting </li></ul><ul><li>Work with vendors to provide support with respect to hardware/software requirements </li></ul><ul><li>Report to Owner and Intranet Steering Committee any limitations or enhancements available to the new intranet </li></ul><ul><li>Make recommendations and provide immediate feedback to future intranet enhancements </li></ul><ul><li>Implement and maintain applications </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  35. 35. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Policies & Standards
  36. 36. Standards & Policies <ul><li>Explicitly defined and documented standards & polices are a CRITICAL NECESSITY to... </li></ul><ul><ul><li>create a uniform user experience </li></ul></ul><ul><ul><li>protect and secure information and intellectual property </li></ul></ul><ul><ul><li>contain sprawl and reduce associated costs </li></ul></ul><ul><ul><li>ensure accuracy and consistency of content </li></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  37. 37. Policies <ul><li>Editorial policy defining: </li></ul><ul><ul><li>Content types: front-page news vs. static content </li></ul></ul><ul><ul><li>How content is developed, formatted, presented </li></ul></ul><ul><ul><li>Limitations on technical and graphic elements </li></ul></ul><ul><ul><li>Roles and responsibilities of publishers, editor etc. </li></ul></ul><ul><li>Standardization Policy </li></ul><ul><ul><li>Compliance details for platform, templates and style guide </li></ul></ul><ul><li>Email Usage Guidelines & Policy </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  38. 38. Taxonomy <ul><li>Editor-in-Chief to implement a complete corporate taxonomy guided by business and function need for: </li></ul><ul><ul><li>storing, cataloguing and ‘tagging’ content </li></ul></ul><ul><li>A taxonomy ‘rule book’ in tandem with a new Content Management System will ensure effective meta tagging and content categorization by all publishers </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  39. 39. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Government of Western Australia
  40. 40. Government of Western Australia Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  41. 41. Government of Western Australia Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  42. 42. Government of Western Australia Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  43. 43. Government of Western Australia Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  44. 44. Consensus is key <ul><li>Make sure supporters & dissidents have a voice & know the model </li></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
  45. 45. Think about… Strictly Confidential © 2009 Prescient Digital Media Not For Distribution <ul><ul><li>Do you have real intranet authority? Do the owners? </li></ul></ul><ul><ul><li>Do groups / units / divisions do what they want or threaten to? </li></ul></ul>
  46. 46. Your homework <ul><li>Create “About this site” </li></ul><ul><ul><li>The owner </li></ul></ul><ul><ul><li>Roles & responsibilities </li></ul></ul><ul><ul><li>Standards </li></ul></ul>Strictly Confidential © 2009 Prescient Digital Media Not For Distribution +
  47. 47. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution <ul><li>Reading </li></ul><ul><li>IntranetBlog.com </li></ul><ul><li>Intranet 2.0: Social Media Becomes Mainstream </li></ul><ul><li>www.PrescientDigital.com </li></ul><ul><li>Consulting Help </li></ul><ul><li>Governance Workshop </li></ul><ul><li>www.PrescientDigital.com </li></ul>
  48. 48. www.PrescientDigital.com www.PrescientDigital.com
  49. 49. Free consulting / Q&A
  50. 50. Toby Ward, President, Prescient Digital Media [email_address] www.PrescientDigital.com www. IntranetBlog.com www.Twitter.com/TobyWard www.Twitter.com/Intranet2 www.Facebook.com (search “Intranet Global Forum”) ‏ 416.986.2226
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