Intranet Governance
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Intranet Governance



This presentation was given at the KM Singapore conference in Singapore on 15 Aug 09. I introduced a governance cycle and presented 4 key areas of governance: information organisation, publishing, ...

This presentation was given at the KM Singapore conference in Singapore on 15 Aug 09. I introduced a governance cycle and presented 4 key areas of governance: information organisation, publishing, collaboration and apps.



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  • overview of the consolidated data from the 226 organisations around the world who participated in the survey.
  • To August 1st, over 6,500 intranet end users from 20 different organisations have responded to the Worldwide Intranet Challenge (WIC). From these responses, we can gain a good understanding of how end users currently perceive intranets and what they think makes them valuable.
  • Why has intranet governance suddenly taken off?
  • Morrell heads up BT’s Intranet Centre of Excellence and leads BT’s online publishing community for benefits measurement, standards on usability, navigation, accessibility, personalisation and online services as well as benchmarking with other global intranets.

Intranet Governance Presentation Transcript

  • 1. Intranet governance
    15 Aug 09
    Maish Nichani, PebbleRoad
    With help from Patrick Lambe, Straits Knowledge
  • 2. Agenda
    At the end of this workshop you will:
    • Have an actionable understanding of Intranet Governance
    • 3. Learn the elements of the Governance Cycle
    • 4. Use the governance cycle to evaluate 4 key areas of governance: information organisation, publishing, collaboration, apps
    • 5. Guard yourself against the 7 deadly sins of an intranet rollout
  • Intranets today
  • 6. Intranet maturity
    James Robertson, StepTwo Designs
  • 7. Intranet maturity
    Razorfish, Microsoft, Publicis
  • 8. Global intranet trends - 2009
    3 downsides
    3 upsides
    • Collaboration features and horizontal information flows are weak.
    • 9. Many intranets are inflexible and risk losing their “raison d’etre”.
    • 10. Dissatisfaction with search is expressed by 50 percent of the organizations.
    • 11. Management is getting more involved.
    • 12. Social media are slowly finding their place behind the firewall.
    • 13. Dissatisfaction with search is 10 percent lower than last year!
    Jane McConnell, Globally local…locally global
  • 14. Worldwide intranet challenge
    Worldwide intranet challenge
  • 15. What is governance?
  • 16. A definition
    Intranet governance is framework for managing, supporting and improving the intranet.
    It aligns people and technology to realise business value.
  • 17. Why governance now?
  • 18. From an intranet discussion group
  • 19. A big driver
    “As people embrace social media in their private lives, they naturally expect to use similar tools within the enterprise. This is especially true for younger workers who use these tools in everyday life. Open communication, collaboration, and content generation are as much a part of their standard toolkit as using a computer or mobile phone.”
    “Taking the slow road means that companies will risk losing workers who expect innovation in the outside world to reflect directly on how they communicate at work.”
    “Going for quick adoption means that companies must find ways to overcome the risks to corporate culture that adopting these tools can entail.”
    Jakob Nielsen’s Alertbox, August 3, 2009
  • 20. So, why governance now?
    Intranet is now considered to be a valuable business asset (finally) and is beginning to be treated as one
    Staff are more dependant on digital content (and increasing so on people content)
    The era of interaction & contribution is upon us
  • 21. The governance cycle
  • 22. Yup. It’s simple!
  • 23. The strategy
    Right idea (what really needs to be done)
  • 24. The strategy //
    Right people
    Martin While, Intranet Focus
    Michael Sampson, Michael Sampson Company Limited
  • 25. The strategy //
    Right people
    Intranet owner (IT?, KM? Comms? HR?), Intranet manager
    Technical team
    Content strategist(s)
    Information architect(s)
    Usability expert(s)

    Intranet manger, intranet champions
  • 26. The strategy //
    Right processes
    Who owns the news section? Who authors?
    Are approvals required for common content? Who approves?

  • 27. The strategy //
    Jive SBS
  • 28. The strategy //
    Dion Hinchcliffe, ZDNet
  • 29. Engaging stakeholders & staff
    Internal professional services
  • 30. Getting feedback
  • 31. BT Intranet governance model
    Small central team
    • develop strategy and vision
    • 32. keep the standards up-to-date and make sure they are enforced
    • 33. provide a central set of templates for all types of content that comply with standards
    • 34. manage a central set of conformance tools to check compliance
    Content ownership
    the person who owns the content publishes and manages it
    the content owner’s manager approves requests to publish and acts if it isn’t managed to comply with standards
    Mark Morrell, head of BT’s Intranet Centre of Excellence
  • 35. The governance framework 4 areas of governance
    Information organisation
  • 36. Information organisation governance
  • 37. How do you answer these questions?
    • I can’t find the latest security policy?
    • 38. How do I know what my dental benefits are?
    • 39. I have two versions of these guidelines, which one should I use?
    • 40. This policy dates to 1997, is it still in force?
    • 41. What does form_11033.2 stand for?
  • Information organisation
    Primary purpose:
    To ensure that staff can easily and consistently find information
    Need to be ready with:
    • Corporate taxonomy
    • 42. Information architecture
    • 43. Site structure
    • 44. Metadata
    • 45. Page layout and navigation
    • 46. Collections (and their models)
    Engage staff:
    Build awareness (e.g. Did you know…)
    Get feedback:
    Anecdotal evidence
    Usability testing
    Card sorting
  • 47. Key people
    Information architect
    Content strategist
    Usability expert
    Intranet manager
  • 48. By department? By function? By task?
    How do I request for new hardware?
  • 49. Pages vs. Collections
    News item 1
    News item 2
    News item 3

    News item n
    About MyCo
    Plan to conquer the world

    Narrow by
    By date
    By author
    By views
    By tags or categories
  • 50. Publishing governance
  • 51. How do you answer these questions?
    • Do we use British or American English?
    • 52. Is it ‘email’ or ‘e-mail’?
    • 53. Are there any best practices to publish procedures?
    • 54. Do pages need a summary?
    • 55. Can I cut-and-paste those 60 pages from MS-Word?
  • Publishing
    Primary purpose:
    To ensure that intranet content is of high quality
    Build awareness
    Give training
    Expose best practices, examples, non-examples
    What needs to be in place:
    • Publishing process
    • 56. Content style guide
    • 57. Page templates (tasks, non-task, FAQs, etc.)
    • 58. Examples, non-examples
    • 59. Publishing checklists
    • 60. Training guides
    Get feedback:
    Anecdotal evidence, Direct feedback, Usability testing, Analytics
  • 61. Key people
    Content strategist
    Information architect
    Usability expert
    Intranet manager
  • 62. Review publishing standards
    Toward Content Quality by Colleen Jones, UX Matters
  • 63. Not all content is the same
    Common (formal)
    Announcements, shared services…
    Team or group
    Work in progress, MOMs…
    Discussion forums, polls, open wikis…
    My stuff
    Mark Morrell, head of BT’s Intranet Centre of Excellence
  • 64. Publishing models
  • 65. Collaboration governance
  • 66. How do you answer these questions?
    • What is collaboration? And why do we need it now?
    • 67. Three of us want to share project files, can we setup a file server?
    • 68. I am having difficulty reconciling changes submitted by 6 people in our team, is there an automatic way of doing this?
    • 69. I want to share 60MB of files, can you increase my email quota?
    • 70. How do I share files with people in different departments?
  • Collaboration
    Primary purpose:
    To ensure that staff know how collaboration can benefit them and when and how they can use it.
    Build awareness
    Give training (process + practice)
    Showcase best practices
    Offer support services
    What needs to be in place:
    • Collaboration processes
    • 71. Collaboration examples, non-examples
    • 72. Redefined processes
    • 73. Training on collaboration features
    Get feedback:
    Anecdotal evidence
  • 74. Key people
    Intranet champions
    Intranet collaboration team
    Intranet manager
  • 75. Rethinking existing processes
    I have 25 folders in my S-drive, how do I get the same in collaboration spaces?
    I can directly send documents to my partners by e-mail, how can I do it in collaboration spaces?
    I share information using e-mail, can the collaboration space capture my e-mail and archive it?
  • 76. Review intranet collaboration
  • 77. Apps governance
  • 78. How do you answer these questions?
    • How do I create performance dashboard?
    • 79. I cancelled my room booking but it still does not show that it is free.
    • 80. How do I manage all the resumes we get?
    • 81. How can I get key customer support data on to my page?
    • 82. How can I see all staff suggestions made by a particular staff?
  • Apps
    Primary purpose:
    To ensure that apps are easy to use and fulfil required objectives.
    Study & understand requirements
    Test & prototype
    What needs to be in place:
    • Good practice guides
    • 83. Guidelines on using third-party applications
    • 84. Application procurement guidelines
    • 85. Interface guidelines
    • 86. Usability guidelines
    Get feedback:
    Anecdotal evidence
    Usability testing
  • 87. Finally…
  • 88. 7 deadly sins of an intranet rollout
    No top-level support
    Low quality content
    Difficult to use
    No marketing
    No training
    No support
    Low-performing infra
  • 89. Activity
    Which sins do we most risk committing?
    Table discussion
  • 90. For more info
    From PebbleRoad
    • Intranet Governance Guide
    • 91. Designing site structures for intranets and websites
    • 92. Reviewing intranet-based collaboration setups
    • 93. Planning & Sustaining Wiki-based Collaboration Projects
    • 94. Using Wikis on the Intranet: The British Council Case Study
    • 95. Creating & Maintaining a Web Style Guide
    From others
    • ColumnTwo, James Robertson
    • 96. Globally local…locally global, Jane McConnell
    • 97. Michael Sampson
    • 98. Mark Morrell
    • 99. Intranet Benchmarking Forum
  • 100.
  • 101. Thanks!