Intranet Governance


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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

    1. 1. Intranet governance<br />15 Aug 09<br />Maish Nichani, PebbleRoad<br />With help from Patrick Lambe, Straits Knowledge<br />
    2. 2. Agenda<br />At the end of this workshop you will:<br /><ul><li>Have an actionable understanding of Intranet Governance
    3. 3. Learn the elements of the Governance Cycle
    4. 4. Use the governance cycle to evaluate 4 key areas of governance: information organisation, publishing, collaboration, apps
    5. 5. Guard yourself against the 7 deadly sins of an intranet rollout</li></li></ul><li>Intranets today<br />
    6. 6. Intranet maturity<br />James Robertson, StepTwo Designs<br />
    7. 7. Intranet maturity<br />Razorfish, Microsoft, Publicis<br />
    8. 8. Global intranet trends - 2009<br />3 downsides<br />3 upsides<br /><ul><li>Collaboration features and horizontal information flows are weak.
    9. 9. Many intranets are inflexible and risk losing their “raison d’etre”.
    10. 10. Dissatisfaction with search is expressed by 50 percent of the organizations.
    11. 11. Management is getting more involved.
    12. 12. Social media are slowly finding their place behind the firewall.
    13. 13. Dissatisfaction with search is 10 percent lower than last year! </li></ul>Jane McConnell, Globally local…locally global<br />
    14. 14. Worldwide intranet challenge<br />Worldwide intranet challenge<br />
    15. 15. What is governance?<br />
    16. 16. A definition<br />Intranet governance is framework for managing, supporting and improving the intranet.<br />It aligns people and technology to realise business value.<br />
    17. 17. Why governance now?<br />
    18. 18. From an intranet discussion group<br />
    19. 19. A big driver<br />“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.”<br />“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.”<br />“Going for quick adoption means that companies must find ways to overcome the risks to corporate culture that adopting these tools can entail.”<br />Jakob Nielsen’s Alertbox, August 3, 2009<br />
    20. 20. So, why governance now?<br />Intranet is now considered to be a valuable business asset (finally) and is beginning to be treated as one<br />Staff are more dependant on digital content (and increasing so on people content)<br />The era of interaction & contribution is upon us<br />
    21. 21. The governance cycle<br />
    22. 22. Yup. It’s simple!<br />
    23. 23. The strategy<br />Right idea (what really needs to be done)<br />
    24. 24. The strategy // <br />Right people<br />Martin While, Intranet Focus<br />Michael Sampson, Michael Sampson Company Limited<br />
    25. 25. The strategy // <br />Right people<br />Intranet owner (IT?, KM? Comms? HR?), Intranet manager<br />Technical team<br />Content strategist(s)<br />Information architect(s)<br />Usability expert(s)<br />…<br />Intranet manger, intranet champions<br />
    26. 26. The strategy // <br />Right processes<br />Strategy<br />Policies<br />Procedures<br />Guidelines<br />E.g.<br />Who owns the news section? Who authors?<br />Are approvals required for common content? Who approves?<br />…<br />
    27. 27. The strategy // <br />Technology<br />Sharepoint<br />Jive SBS<br />Ektron<br />ThoughtFarmer<br />Interwoven<br />FileNet<br />SocialText<br />Websphere<br />Altassian<br />
    28. 28. The strategy // <br />Technology<br />Dion Hinchcliffe, ZDNet<br />
    29. 29. Engaging stakeholders & staff<br />Marketing<br />Training<br />Internal professional services<br />
    30. 30. Getting feedback<br />
    31. 31. BT Intranet governance model<br />Small central team <br /><ul><li>develop strategy and vision
    32. 32. keep the standards up-to-date and make sure they are enforced
    33. 33. provide a central set of templates for all types of content that comply with standards
    34. 34. manage a central set of conformance tools to check compliance </li></ul>Content ownership <br />the person who owns the content publishes and manages it <br />Approval/escalation <br />the content owner’s manager approves requests to publish and acts if it isn’t managed to comply with standards<br />Mark Morrell, head of BT’s Intranet Centre of Excellence<br />
    35. 35. The governance framework 4 areas of governance<br />Publishing<br />Collaboration<br />Information organisation<br />Apps<br />
    36. 36. Information organisation governance<br />
    37. 37. How do you answer these questions?<br /><ul><li>I can’t find the latest security policy?
    38. 38. How do I know what my dental benefits are?
    39. 39. I have two versions of these guidelines, which one should I use?
    40. 40. This policy dates to 1997, is it still in force?
    41. 41. What does form_11033.2 stand for?</li></li></ul><li>Information organisation<br />Primary purpose:<br />To ensure that staff can easily and consistently find information<br />Need to be ready with:<br /><ul><li>Corporate taxonomy
    42. 42. Information architecture
    43. 43. Site structure
    44. 44. Metadata
    45. 45. Page layout and navigation
    46. 46. Collections (and their models)</li></ul>Engage staff:<br />Build awareness (e.g. Did you know…)<br />Get feedback:<br />Anecdotal evidence<br />Usability testing<br />Card sorting<br />
    47. 47. Key people<br />Information architect<br />Content strategist<br />Usability expert<br />Intranet manager<br />
    48. 48. By department? By function? By task?<br />Finance<br />Procurement<br />Facilities<br />IT<br />How do I request for new hardware?<br />
    49. 49. Pages vs. Collections<br />Pages<br />Collection<br />News item 1<br />News item 2<br />News item 3<br />…<br />News item n<br />About MyCo<br />Mission<br />Vision<br />Plan to conquer the world<br />…<br />Narrow by<br />By date<br />By author<br />By views<br />By tags or categories<br />Search<br />
    50. 50. Publishing governance<br />
    51. 51. How do you answer these questions?<br /><ul><li>Do we use British or American English?
    52. 52. Is it ‘email’ or ‘e-mail’?
    53. 53. Are there any best practices to publish procedures?
    54. 54. Do pages need a summary?
    55. 55. Can I cut-and-paste those 60 pages from MS-Word?</li></li></ul><li>Publishing<br />Primary purpose:<br />To ensure that intranet content is of high quality<br />Engage:<br />Build awareness<br />Give training<br />Expose best practices, examples, non-examples<br />What needs to be in place:<br /><ul><li>Publishing process
    56. 56. Content style guide
    57. 57. Page templates (tasks, non-task, FAQs, etc.)
    58. 58. Examples, non-examples
    59. 59. Publishing checklists
    60. 60. Training guides</li></ul>Get feedback:<br />Anecdotal evidence, Direct feedback, Usability testing, Analytics<br />
    61. 61. Key people<br />Content strategist<br />Information architect<br />Usability expert<br />Intranet manager<br />
    62. 62. Review publishing standards<br />Toward Content Quality by Colleen Jones, UX Matters<br />
    63. 63. Not all content is the same<br />Common (formal)<br />Announcements, shared services…<br />Team or group<br />Work in progress, MOMs…<br />Social<br />Discussion forums, polls, open wikis…<br />Personal<br />My stuff<br />Mark Morrell, head of BT’s Intranet Centre of Excellence<br />
    64. 64. Publishing models<br />Direct<br />Centralised<br />Federated<br />
    65. 65. Collaboration governance<br />
    66. 66. How do you answer these questions?<br /><ul><li>What is collaboration? And why do we need it now?
    67. 67. Three of us want to share project files, can we setup a file server?
    68. 68. I am having difficulty reconciling changes submitted by 6 people in our team, is there an automatic way of doing this?
    69. 69. I want to share 60MB of files, can you increase my email quota?
    70. 70. How do I share files with people in different departments?</li></li></ul><li>Collaboration<br />Primary purpose:<br />To ensure that staff know how collaboration can benefit them and when and how they can use it.<br />Engage:<br />Build awareness<br />Give training (process + practice)<br />Showcase best practices<br />Offer support services<br />What needs to be in place:<br /><ul><li>Collaboration processes
    71. 71. Collaboration examples, non-examples
    72. 72. Redefined processes
    73. 73. Training on collaboration features</li></ul>Get feedback:<br />Anecdotal evidence<br />Analytics<br />
    74. 74. Key people<br />Intranet champions<br />Intranet collaboration team<br />Intranet manager<br />
    75. 75. Rethinking existing processes<br />I have 25 folders in my S-drive, how do I get the same in collaboration spaces?<br />I can directly send documents to my partners by e-mail, how can I do it in collaboration spaces?<br />I share information using e-mail, can the collaboration space capture my e-mail and archive it?<br />
    76. 76. Review intranet collaboration<br />PebbleRoad<br />
    77. 77. Apps governance<br />
    78. 78. How do you answer these questions?<br /><ul><li>How do I create performance dashboard?
    79. 79. I cancelled my room booking but it still does not show that it is free.
    80. 80. How do I manage all the resumes we get?
    81. 81. How can I get key customer support data on to my page?
    82. 82. How can I see all staff suggestions made by a particular staff?</li></li></ul><li>Apps<br />Primary purpose:<br />To ensure that apps are easy to use and fulfil required objectives.<br />Engage:<br />Study & understand requirements<br />Test & prototype<br />What needs to be in place:<br /><ul><li>Good practice guides
    83. 83. Guidelines on using third-party applications
    84. 84. Application procurement guidelines
    85. 85. Interface guidelines
    86. 86. Usability guidelines</li></ul>Get feedback:<br />Anecdotal evidence<br />Usability testing<br />
    87. 87. Finally…<br />
    88. 88. 7 deadly sins of an intranet rollout<br />No top-level support<br />Low quality content<br />Difficult to use<br />No marketing<br />No training<br />No support<br />Low-performing infra<br />
    89. 89. Activity<br />Which sins do we most risk committing?<br />Table discussion<br />
    90. 90. For more info<br />From PebbleRoad<br /><ul><li>Intranet Governance Guide
    91. 91. Designing site structures for intranets and websites
    92. 92. Reviewing intranet-based collaboration setups
    93. 93. Planning & Sustaining Wiki-based Collaboration Projects
    94. 94. Using Wikis on the Intranet: The British Council Case Study
    95. 95. Creating & Maintaining a Web Style Guide</li></ul>From others<br /><ul><li>ColumnTwo, James Robertson
    96. 96. Globally local…locally global, Jane McConnell
    97. 97. Michael Sampson
    98. 98. Mark Morrell
    99. 99. Intranet Benchmarking Forum</li></ul><br />
    100. 100.
    101. 101. Thanks!<br /><br />