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.

Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Toby Ward CEO, Chief Blogger, Prescient Digital Media We build highly effective websites & intranets Clients include:

CEO, Chief Blogger, Prescient Digital Media

We build highly effective websites & intranets

Clients include:

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Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Agenda Defining governance & ownership The four models of governance Sample models Case study example Standards & policies Recommendations Free Consulting / Open Q&A

Defining governance & ownership

The four models of governance

Sample models

Case study example

Standards & policies

Recommendations

Free Consulting / Open Q&A

Think about… Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Do you have real intranet authority? Do the owners? Do groups / units / divisions do what they want or threaten to?

Do you have real intranet authority? Do the owners?

Do groups / units / divisions do what they want or threaten to?

Governance Defines the ownership and management model. Management team Roles & responsibilities Decision making process Policies & standards Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Defines the ownership and management model.

Management team

Roles & responsibilities

Decision making process

Policies & standards

Typical website & intranet No senior champion Middle managers in communications and IT Limited budget and power No plan or vision Silos & sprawl lead to user frustration & waste Conflict ensues Stalls – often for years Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

No senior champion

Middle managers in communications and IT

Limited budget and power

No plan or vision

Silos & sprawl lead to user frustration & waste

Conflict ensues

Stalls – often for years

C-level Power The most successful intranets have c-level champions The greatest barrier to success is politics Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

The most successful intranets have c-level champions

The greatest barrier to success is politics

The champion C-level executive The champion should have power and influence Understand the value of the website & the potential Needs to be involved, but not on a day-to-day Only attend an occasional meeting Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

C-level executive

The champion should have power and influence

Understand the value of the website & the potential

Needs to be involved, but not on a day-to-day

Only attend an occasional meeting

Walk the walk Change their mindset – talk their talk Sell it: show ‘em the money Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Change their mindset – talk their talk

Sell it: show ‘em the money

Talk the talk What does your organization value? Success is more than dollars Customer/employee satisfaction User productivity Awareness / Message retention ROI is more than just hard cost savings Productivity benefits Time to market Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

What does your organization value?

Success is more than dollars

Customer/employee satisfaction

User productivity

Awareness / Message retention

ROI is more than just hard cost savings

Productivity benefits

Time to market

Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Nexus of Intranet Success

Governance planning process Input questions into the strategy survey Create model based on best client fit Tailor as necessary with client before workshop Workshop is 2 – 3 hours Introduce the concept Show examples Show the recommended structure Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Input questions into the strategy survey

Create model based on best client fit

Tailor as necessary with client before workshop

Workshop is 2 – 3 hours

Introduce the concept

Show examples

Show the recommended structure

Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

The whole business The website is not just a tool – it’s the whole business Silos kill – no group can operate in isolation Employees demand consistency Consistent message Consistent navigation Consistent interface Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

The website is not just a tool – it’s the whole business

Silos kill – no group can operate in isolation

Employees demand consistency

Consistent message

Consistent navigation

Consistent interface

Governance Models Decentralized (most common in larger orgs.) No single owner Driven by policies and guidelines Organic growth, sometime leading to site sprawl Centralized (more common in small orgs.) Single owner (usually department) Bureaucratic Highly controlled Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Decentralized (most common in larger orgs.)

No single owner

Driven by policies and guidelines

Organic growth, sometime leading to site sprawl

Centralized (more common in small orgs.)

Single owner (usually department)

Bureaucratic

Highly controlled

Governance Models Collaborative / Federated Executive champion Steering Committee / Council Decentralized content ownership; centralized platform Centralized Hybrid Single owner (usually department) Bureaucratic Highly controlled Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Collaborative / Federated

Executive champion

Steering Committee / Council

Decentralized content ownership; centralized platform

Centralized Hybrid

Single owner (usually department)

Bureaucratic

Highly controlled

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 Planned Giving Annual Fundraising Major Giving Operations Hospital Communications Technical Depts Content Authors Depts Internet Council (Internal & External Participation)

Planned Giving

Annual Fundraising

Major Giving

Operations

Depts

Depts

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

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 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

Sample structure – Centralized Hybrid Champion: Chief Operating Officer Owner: SVP, Internal Communications Steering Committee: Representation from: IS&T, HR, Internal Communications, Europe, USA, UK Steering Committee members must be representative of the global organization Editor-in-Chief: Internal Communications A “people-centered” approach to design & Info Arch Similar structures set up for each geography Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Champion: Chief Operating Officer

Owner: SVP, Internal Communications

Steering Committee: Representation from:

IS&T, HR, Internal Communications, Europe, USA, UK

Steering Committee members must be representative of the global organization

Editor-in-Chief: Internal Communications

A “people-centered” approach to design & Info Arch

Similar structures set up for each geography

Day-to-day Management Home page, corporate content and news owned by Editor-In-Chief Training of the content owners done by IS&T Content owners adhere to standardization policy and ensure their content is: Up to date Written in web format Appropriate for their target audience Evolving to meet the growth and needs of the organization Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Home page, corporate content and news owned by Editor-In-Chief

Training of the content owners done by IS&T

Content owners adhere to standardization policy and ensure their content is:

Up to date

Written in web format

Appropriate for their target audience

Evolving to meet the growth and needs of the organization

Champion(s) Champion will participate in: Supporting owner and committee Representing intranet to senior executive Source of funding Trouble-shooting and conflict resolution Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Champion will participate in:

Supporting owner and committee

Representing intranet to senior executive

Source of funding

Trouble-shooting and conflict resolution

Owner The Owner will: Maintain the intranet vision & mandate Manage policy development Approve project prioritization Monitor performance against objectives Allocate resources and budgets Ensure that the objectives of the intranet remain in line with business requirements Ensure that agreed policies and good practice guidance are met Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

The Owner will:

Maintain the intranet vision & mandate

Manage policy development

Approve project prioritization

Monitor performance against objectives

Allocate resources and budgets

Ensure that the objectives of the intranet remain in line with business requirements

Ensure that agreed policies and good practice guidance are met

Editor In Chief Communications individual, to manage day-to-day operations, content process and policies Responsible for home page & core content Participates on intranet Steering Committee Enforcing Editorial Policy, Standardization Policy, Taxonomy Serves as final review and approval on all new sections or sites Leads Intranet Advisory Group, drawing from all content contributors and chaired by Editor Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Communications individual, to manage day-to-day operations, content process and policies

Responsible for home page & core content

Participates on intranet Steering Committee

Enforcing Editorial Policy, Standardization Policy, Taxonomy

Serves as final review and approval on all new sections or sites

Leads Intranet Advisory Group, drawing from all content contributors and chaired by Editor

Intranet Steering Committee Chaired by Intranet Owner or Champion include divisional communicator’s and President’s Committee reps Management participants from across the business Bring insight from the global organization Discusses policy, evolution of site and drives future enhancements Provides input, reviews and signs off on: Intranet plans (e.g. Blueprint, Training Plan, etc.) Policies (e.g. Intranet Standardization Policy) Troubleshooting Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Chaired by Intranet Owner or Champion include divisional communicator’s and President’s Committee reps

Management participants from across the business

Bring insight from the global organization

Discusses policy, evolution of site and drives future enhancements

Provides input, reviews and signs off on:

Intranet plans (e.g. Blueprint, Training Plan, etc.)

Policies (e.g. Intranet Standardization Policy)

Troubleshooting

Owners, Authors, Contributors Site owners, authors must be documented, trained and versed in the respective policies Key owners and authors could participate in the Advisory Group All site owners and authors to “sign-off” on editorial policy Recommended: all site owners and authors take a “Writing for the Web” course Editor in Chief has final review on all new sites or site sections 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

Site owners, authors must be documented, trained and versed in the respective policies

Key owners and authors could participate in the Advisory Group

All site owners and authors to “sign-off” on editorial policy

Recommended: all site owners and authors take a “Writing for the Web” course

Editor in Chief has final review on all new sites or site sections

Intranet Advisory Council 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 Employee representation to be a cross-representation of employees (not stakeholders), and possibly an outside expert Representation from Divisions and Corporate Meetings to be conducted quarterly, with a focus on: developing and driving content navigation/usability testing Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

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

Employee representation to be a cross-representation of employees (not stakeholders), and possibly an outside expert

Representation from Divisions and Corporate

Meetings to be conducted quarterly, with a focus on:

developing and driving content

navigation/usability testing

IS&T Support Team Install, support and maintain new CMS / portal / platform & infrastructure including analytics reporting Work with vendors to provide support with respect to hardware/software requirements Report to Owner and Intranet Steering Committee any limitations or enhancements available to the new intranet Make recommendations and provide immediate feedback to future intranet enhancements Implement and maintain applications Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Install, support and maintain new CMS / portal / platform & infrastructure including analytics reporting

Work with vendors to provide support with respect to hardware/software requirements

Report to Owner and Intranet Steering Committee any limitations or enhancements available to the new intranet

Make recommendations and provide immediate feedback to future intranet enhancements

Implement and maintain applications

Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Policies & Standards

Standards & Policies Explicitly defined and documented standards & polices are a CRITICAL NECESSITY to... create a uniform user experience protect and secure information and intellectual property contain sprawl and reduce associated costs ensure accuracy and consistency of content Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Explicitly defined and documented standards & polices are a CRITICAL NECESSITY to...

create a uniform user experience

protect and secure information and intellectual property

contain sprawl and reduce associated costs

ensure accuracy and consistency of content

Policies Editorial policy defining: Content types: front-page news vs. static content How content is developed, formatted, presented Limitations on technical and graphic elements Roles and responsibilities of publishers, editor etc. Standardization Policy Compliance details for platform, templates and style guide Email Usage Guidelines & Policy Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Editorial policy defining:

Content types: front-page news vs. static content

How content is developed, formatted, presented

Limitations on technical and graphic elements

Roles and responsibilities of publishers, editor etc.

Standardization Policy

Compliance details for platform, templates and style guide

Email Usage Guidelines & Policy

Taxonomy Editor-in-Chief to implement a complete corporate taxonomy guided by business and function need for: storing, cataloguing and ‘tagging’ content A taxonomy ‘rule book’ in tandem with a new Content Management System will ensure effective meta tagging and content categorization by all publishers Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Editor-in-Chief to implement a complete corporate taxonomy guided by business and function need for:

storing, cataloguing and ‘tagging’ content

A taxonomy ‘rule book’ in tandem with a new Content Management System will ensure effective meta tagging and content categorization by all publishers

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 Make sure supporters & dissidents have a voice & know the model Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

Make sure supporters & dissidents have a voice & know the model

Think about… Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Do you have real intranet authority? Do the owners? Do groups / units / divisions do what they want or threaten to?

Do you have real intranet authority? Do the owners?

Do groups / units / divisions do what they want or threaten to?

Your homework Create “About this site” The owner Roles & responsibilities Standards Strictly Confidential © 2009 Prescient Digital Media Not For Distribution +

Create “About this site”

The owner

Roles & responsibilities

Standards

Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Reading IntranetBlog.com Intranet 2.0: Social Media Becomes Mainstream www.PrescientDigital.com Consulting Help Governance Workshop www.PrescientDigital.com

Reading

IntranetBlog.com

Intranet 2.0: Social Media Becomes Mainstream

www.PrescientDigital.com

Consulting Help

Governance Workshop

www.PrescientDigital.com

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.com/TobyWard www.Twitter.com/Intranet2 www.Facebook.com (search “Intranet Global Forum”) ‏ 416.986.2226