Web Content Management to Web Content Operations Presented by Todd O’Neill DoingMedia @ The CM Pros 2007 Fall Summit

The Go To Person Who knows more about how the system works? Or where the ghosts are? Or the bodies are buried? Who has the best grease to get the wheels turning?

Who knows more about how the system works?

Or where the ghosts are?

Or the bodies are buried?

Who has the best grease to get the wheels turning?

You might not be paranoid if… You flinch when you hear “WCM” in the hallways People look at you funny in meetings You need a “WCM” email filter to keep your Inbox clear

You flinch when you hear “WCM” in the hallways

People look at you funny in meetings

You need a “WCM” email filter to keep your Inbox clear

By the time you’re done… You are really finished! The last thing you want to do is “operate” the damn thing!

You are really finished!

The last thing you want to do is “operate” the damn thing!

The “last thing” you want to do Not just operate Plan how you’ll operate day-to-day

Not just operate

Plan how you’ll operate day-to-day

Operations Components What - Services to deliver Who - Staff to do it How - Set Expectations

What - Services to deliver

Who - Staff to do it

How - Set Expectations

Services are the WIIFT What’s In It For Them What services will you provide Business IT

What’s In It For Them

What services will you provide

Business

IT

Services are processes Single or Multiple They start and end Clear responsibility Measurable

Single or Multiple

They start and end

Clear responsibility

Measurable

Service Categories Content System Access Specific

Content

System

Access

Specific

Fast Food Formula Take the order Drop the order in the bag Pass the bag through the window (Have a nice day!) Close out the register at night

Take the order

Drop the order in the bag

Pass the bag through the window (Have a nice day!)

Close out the register at night

Want process with that? Service Intake & Triage Authoring Template Creation/Modification New Functionality Training Operational Reporting

Service Intake & Triage

Authoring Template Creation/Modification

New Functionality Training

Operational Reporting

Simple = Successful If your services are… Bureaucratic Form laden Sluggish then WCM stinks Or will acquire an odor in a short time.

If your services are…

Bureaucratic

Form laden

Sluggish

then

WCM stinks

Or will acquire an odor in a short time.

Staffing Skills Frequency Effort

Skills

Frequency

Effort

Staffing is people. Skills Roles Structure Today and Near Term

Skills

Roles

Structure

Today and Near Term

Buy-in works in your favor Worker bee level Immediate manager level Above your immediate unit Laterally to IT (or business) units

Worker bee level

Immediate manager level

Above your immediate unit

Laterally to IT (or business) units

The Operations Matrix Benchmarks the operation Defines services, customers and staff Communicates present and future needs

Benchmarks the operation

Defines services, customers and staff

Communicates present and future needs

Contents of the Matrix Services defined Customers described Effort is defined Staff is identified and described

Services defined

Customers described

Effort is defined

Staff is identified and described

Define Services

Define Customers

Define Effort

Identify Staffing

Operations Matrix

Enough is enough Create enough process Provide enough service Staff enough people Provide enough reports

Create enough process

Provide enough service

Staff enough people

Provide enough reports

Invisible content management Lightweight Agile Not distracting

Lightweight

Agile

Not distracting

Strong Operations Function Easier post-implementation Quickly demonstrates the business value of this significant investment

Easier post-implementation

Quickly demonstrates the business value of this significant investment

For… More Information, visit www.toddoneill.com The slides, visit http://www.slideshare.net/ toddoneill or watch for the link for all of the conference slides

More Information, visit www.toddoneill.com

The slides, visit http://www.slideshare.net/ toddoneill or watch for the link for all of the conference slides