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Presented at the Content Managemnt Professionals 2007 Fall Summit on Monday, November 26.

Presented at the Content Managemnt Professionals 2007 Fall Summit on Monday, November 26.

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Web Content Managment  to Web Content Managment  Operations placeholder Web Content Managment to Web Content Managment Operations placeholder Presentation Transcript

  • 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?
  • 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
  • By the time you’re done…
    • 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
  • Operations Components
    • 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
  • Services are processes
    • Single or Multiple
    • They start and end
    • Clear responsibility
    • Measurable
  • Service Categories
    • 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
  • Want process with that?
    • 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.
  • Staffing
    • Skills
    • Frequency
    • Effort
  • Staffing is people.
    • 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
  • The Operations Matrix
    • 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
  • 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
  • Invisible content management
    • Lightweight
    • Agile
    • Not distracting
  • Strong Operations Function
    • 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