Intranet Governance At BT


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Presentation given on intranet best practice

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  • @dana_poole These slides were posted 4 years ago and things have changed since then, on being I left BT two years ago, so I'm not 100% up to date but here goes.

    BT had home grown tools which checked content review dates were current and remove content if it past that date without being reviewed. it also had tool to check for anything 'in confidence' was password protected or guidance only and on web accessibility.

    BT had a decentralised publishing model which meant many hundreds if not a few thousand of content editors for accredited content with everyone, in theory, able to collaborate.

    Success was measured by benchmarking, user satisfaction surveys, and links to business performance.

    If (being cheeky here, sorry) you need any more help such as how to create and implement this type of governance then I can offer you some consultancy.

    Hope this helps.

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  • Hi Mark, I am interested in what compliance check tools your team has and the size of your digital community i.e. publishers and site owners. How to you measure the success of the published content across the globe?
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  • Dorjem,

    Thanks. I'm glad to be of help. There's still many improvements I can make to BT's intranet which other intranets give me the inspiration to try to do.

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Intranet Governance At BT

  1. 1. Intranet governance at BT – adding value to your intranet Mark Morrell – BT Intranet manager
  2. 2. Agenda <ul><li>Developing a strategy that aligns to your overall business strategy </li></ul><ul><li>and getting buy-in </li></ul><ul><li>Governance model that shows who is responsible for each activity </li></ul><ul><li>Defining different types of online content (formal, collaborative, etc) </li></ul><ul><li>Complying with publishing standards </li></ul><ul><li>Meeting the needs of your users </li></ul><ul><li>Measuring the overall impact your intranet has on your business. </li></ul>
  3. 3. BT’s strategy <ul><li>BT serves customers in more than 170 countries. We have one of the largest internet protocol networks in the world with over 1,270 cities connected across the globe. </li></ul><ul><li>BT’s strategy is based on meeting the demand for IT infrastructure and solutions among global organisations. Our services are designed to help customers make the most of the convergence of networks and services, mobile and fixed products, media and communications: </li></ul><ul><li>over 40% of Fortune 500 companies are our customers </li></ul><ul><li>the world’s top 10 global stock exchanges depend on BT infrastructure </li></ul><ul><li>more homes in Britain now have access to broadband than have access to mains water </li></ul><ul><li>over 60% of British households are now connected to broadband </li></ul>
  4. 4. Developing BT’s intranet strategy <ul><li>Align with overall BT and IT strategy </li></ul><ul><li>User survey recommendations </li></ul><ul><li>Intranet benchmarking forum (IBF) recommendations </li></ul><ul><li>Develop with business partners </li></ul><ul><li>Communicate to key stakeholders </li></ul><ul><li>Implement action plan and update on progress made </li></ul>
  5. 5. BT’s intranet strategy <ul><li>The BT Intranet covers all the on-line information an individual generates and consumes and the services they use through the screen of whatever electronic device they need for their work. This includes e-mail but excludes the applications that run on the various electronic devices used to access on-line information (e.g. laptop). </li></ul><ul><li>Business need balanced with the user experience are always core when developing the BT Intranet to deliver the best possible business value in support of BT’s business strategy and objectives. </li></ul><ul><li>BT’s Intranet will comply with all BT policies and legal requirements. BT’s intranet will be available to everyone who needs access to it. Publishing standards enable it to be used with any device, any where and at any time. </li></ul><ul><li>The key priorities for the BT Intranet strategy in supporting BT’s overall strategy will be firstly; to reduce overall business costs and secondly; to help grow new revenues. </li></ul>
  6. 6. Information vision <ul><li>The Intranet enables people in BT to access the information and services they need to do their work at any time, from any place. </li></ul><ul><li>information to be easily accessible, timely, accurate and relevant, and appropriate to their business situation and needs </li></ul><ul><li>consistency between information and the organisation’s desired behaviours and values </li></ul><ul><li>location and time not to be barriers to accessing and using information </li></ul><ul><li>to receive information through the most appropriate media </li></ul><ul><li>to exert choice and control over the information they receive </li></ul><ul><li>information to add value </li></ul><ul><li>their changing requirements to be met in a timely fashion </li></ul>
  7. 7. Benchmarking <ul><li>BT’s intranet has further improved in 2009 as benchmarked independently by the IBF. </li></ul><ul><li>It is now the top intranet overall and for each of the quadrants assessed: </li></ul><ul><li>strategy and governance </li></ul><ul><li>communications and culture </li></ul><ul><li>performance and metrics </li></ul><ul><li>design and usability. </li></ul>
  8. 8. BT’s intranet action plan <ul><li>Strategy and governance </li></ul><ul><li>Metrics and performance </li></ul><ul><li>Communication and culture </li></ul><ul><li>Design and usability </li></ul><ul><li>Actions have an owner, timescale and update on progress </li></ul><ul><li>Available for anyone in BT to see </li></ul>
  9. 9. BT Intranet governance model <ul><li>Small central team </li></ul><ul><ul><li>develop strategy and vision </li></ul></ul><ul><ul><li>keep the standards up-to-date and make sure they are enforced </li></ul></ul><ul><ul><li>provide a central set of templates for all types of content that comply with standards </li></ul></ul><ul><ul><li>manage a central set of conformance tools to check compliance </li></ul></ul><ul><li>Content ownership </li></ul><ul><ul><li>the person who owns the content publishes and manages it </li></ul></ul><ul><li>Approval/escalation </li></ul><ul><ul><li>The content owner’s manager approves requests to publish and acts if it isn’t managed to comply with standards. </li></ul></ul>
  10. 10. Content types <ul><li>Formal </li></ul><ul><ul><li>For many, authoritative, well managed, reliable. </li></ul></ul><ul><ul><li>All standards are mandatory </li></ul></ul><ul><li>Team </li></ul><ul><ul><li>For a defined audience, owned by a team, with shared responsibility for editing, requiring a managed environment.   </li></ul></ul><ul><ul><li>Most standards are mandatory </li></ul></ul><ul><li>Crowd </li></ul><ul><ul><li>Community owned, open environment, for anyone to edit and contribute, light governance and low levels of trust.   </li></ul></ul><ul><ul><li>Some standards are mandatory </li></ul></ul><ul><li>Personal </li></ul><ul><ul><li>Opinion based, owned by an individual, light governance, open to a wide audience. </li></ul></ul><ul><ul><li>Some standards are mandatory. </li></ul></ul>
  11. 11. Meeting the needs of your users <ul><li>Annual intranet survey by independent company </li></ul><ul><li>Feedback using links on every page </li></ul><ul><li>Beta testing of new sites </li></ul><ul><li>Content templates show features users need </li></ul><ul><li>Intranet standards based on users needs </li></ul><ul><li>83% satisfied or very satisfied </li></ul>
  12. 13. Measuring the overall impact your intranet has on your business <ul><li>User satisfaction </li></ul><ul><li>Publisher satisfaction </li></ul><ul><li>Benchmarking best practice with other intranets </li></ul><ul><li>Review action plan achievements </li></ul><ul><li>Alignment with overall strategy </li></ul><ul><li>Exploited/unexploited value </li></ul>
  13. 14. Summary <ul><li>You can now: </li></ul><ul><li>Develop a strategy that aligns to your overall business strategy and get buy-in </li></ul><ul><li>Create a governance model that shows who is responsible for each activity </li></ul><ul><li>Define different types of online content </li></ul><ul><li>Comply with publishing standards </li></ul><ul><li>Meet the needs of your users……….and publishers </li></ul><ul><li>Start to measure the overall impact your intranet has on your business. </li></ul>
  14. 15. Thank you