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IW210 WCM for the Power User - how to use publishing technologies in the real world

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In the case of developing a WCM (web content management) site the quite often overlooked factor is the interaction of the power users in the publishing and content creation process. In this session we will look at the planning stages of a real world WCM project to ensure that the WCM site is developed with features that are available for power users to publish and manage WCM sites. We will look at how to ensure that these are used in the correct context and demonstrate the different approaches and pros and cons of each approach.

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IW210 WCM for the Power User - how to use publishing technologies in the real world

  1. 1. WCM for the power user: how touse publishing technologies in the real world IW210/202 – Chandima Kulathilake (MCTS/MVP – SharePoint)
  2. 2. Introduction Chandima “Chan” Kulathilake - MVP  Knowledge Cue – SharePoint consulting in New Zealand  www.knowledgecue.com  chan@knowledgecue.com  @chandimak on twitter  www.sharepointusergroup.net.nz
  3. 3. Agenda Settingthe scene for WCM Who is a Power User? Case Study Introduction Publishing Processes that work Do’s and Don’ts
  4. 4. WCM “old skool style” Create Content  In MS Word, Excel or even Paper Send to “Web Guy”  Formats in HTML  Create HTML page  FTP or File Copy to a web server  Voila – Job done?
  5. 5. Why do we need Content Management? Controls the life cycle of content in organisations  How content is created, reviewed, published, and consumed  How content is ultimately disposed of or retained Promotes finding and sharing information easily Helps organisations meet legal responsibilities Provides features at each stage of the content life cycle Review/ Publish Archive Dispose Author Manage Approve Managing the complete content lifecycle
  6. 6. WCM Landscape Wiki or Informational Portal Corporate Intranet InternetCollaboration Site Less Control WCM can be multi faceted Strict Control
  7. 7. ABC’s of Web Content Management (WCM)  Authoring – empowering content owners  Web-based authoring experience (In a browser)  Easy to use (No HTML markup)  Branding – enforcing consistent user experience  Master template pages & page layouts  Controlled Publishing – enforcing rules & policies  Controlling who can author content & where  Controlling who can approve & publishing
  8. 8. New Web Site – What does it take The Customer/Stakeholder The Designer The Content Manager The Developer The Project Manager IT
  9. 9. WCM is not a technology issue It’s about the publishing process It’s about people and their needs
  10. 10. Who is a Power User? A Power User is someone who has more than one job to do and don’t have much time to waste. They need to know the bits they need to know and be able to do the bits as quick as possible so that they can do other bits. Dilbert.com – Scott Adams
  11. 11. Users vs. Power Users Users  Power Users  View “Published”  Gather content  Create  Give Feedback on  Edit content  Publish  Un-publish  Archive  They also may have a day job!
  12. 12. Case Study introduction Kiwibank – (NZ Owned and Operated) Launched in 2002 Staff – 1000 and counting Post Shop Branch network 300 650,000 customers in NZ
  13. 13. Case Study introduction Alltechnology functions apart from some core banking is on MSFT technologies SharePoint used by the IT Team since 2002 (STS and WSS 2.0 then SP 2007)  Plan underway moving to SP2010
  14. 14. Enterprise deployment Using on a true enterprise scale.. One “platform” many uses on managed SLA  Project sites  Collaboration sites  Custom SharePoint AppsKnowledge Cue - www.knowledgecue.com 14 5 January 2011
  15. 15. Support for Collaboration (ad-hoc)Knowledge Cue - www.knowledgecue.com 15 5 January 2011
  16. 16. Support for Projects (Structured,Process activity driven)Knowledge Cue - www.knowledgecue.com 16 5 January 2011
  17. 17. Support for Projects (Structured,Process activity driven)Knowledge Cue - www.knowledgecue.com 17 5 January 2011
  18. 18. Realising user adoption Dedicated team and distributed ownership Continuous engagement with end users and stakeholders Provide mechanisms for feedback Review, prioritise plan to improve ImplementKnowledge Cue - www.knowledgecue.com 18 5 January 2011
  19. 19. Launched “OurSpace” in February 2010Using SharePoint 2007 but moving to 2010
  20. 20. Concept to Reality User and Stakeholder Engagement Information Architecture – Third Party Personas  Authors (Power Users)  Users Wireframes Training
  21. 21. Operating model – Roles Authors Content Managers Content Owners Business Owners Executive Champions
  22. 22. Publishing process  Based on site ownership  85 trained content owners Level 1 Level one content includes:Home page  Alerts  CEO Blog Home site  External & Internal News  Internal & Social Events HR How to About Kiwibank Banking Community News and Events Kiwibank teams Blogs Level 2 Landing Page Landing page Landing page Landing page Landing page Landing page Landing page Landing page How to topic How to A-Z Team site Level 3 Landing page How to topic Landing page Team site How to topic Landing pages Team site Landing page Landing page Landing page Landing page HR content About content Banking Community News content Blogs pages pages content pages content pages pages How to topic Team content content pages How to topic page Team content How to topic Team content content pages content pages page page
  23. 23. Getting a page published  Content Manager – Care taker of an area (sub site)  Content Author – Directly authors the content
  24. 24. Content life cycle – go live Identify Submit QA Sign content content content off Load Final Final Train Publish content QA sign off
  25. 25. Content life cycle – BAU Email or word doc Author QA 3-6 Publish Review in system content months
  26. 26. Content Managed Page– viewed in PublishedModeEditable Content = EAggregated Content = A
  27. 27. Viewed in Edit Mode
  28. 28. Site Management
  29. 29. Complex yet simple to publish
  30. 30. What was special? Operating model had 2 key roles for updating and managing content, authors and content managers (Authors can edit and submit for approval, Content managers can edit and publish) Met every GM to ask for nominations for each of these roles. We had approx 90 nominations. Communicated with nominees and invited them along to presentation re roles, what it would mean, project timeline, support, training etc.
  31. 31. What was special? As each site was built, we’d train those authors and content managers on how to use the editing tool and apply the styles – 85 trained total. They would then load their content Writing for web training came later, how to write for the web, adopting Kiwibank’s language, tone etc. We’re about to start Author and Content Manager monthly user forums for sharing
  32. 32. What’s New in SharePoint 2010 WCM Server Ribbon Publishing Process  Auto spell-check & unpublished items check One-Click Page Authoring Content Organizer Social Feedback with Ratings Multilingual Digital Media
  33. 33. Do’s and Don’tsDo Don’t Provide explicit guidance  Allow guess work for when in edit mode for publishing authors  Try to provide all in one Provide a landing templates template for each area  Use SharePoint Provide more than one terminology content page template  Send content authors to per area the “default” SharePoint Use a Wiki for contextual help link help in edit mode
  34. 34. Do’s and Don’tsDo Don’t Make the distinction  Try to extend the between edit mode and workflow to multiple step published mode functions loops (keep it simple) Provide clear visibility of  Let Content Authors the publishing process create sites or sub sites and accountability  Leave the expiry or Aggregate content to review date for content as Landing pages where optional possible Review your publishing process every 3 months
  35. 35. Thank you for attending!If you are looking to move to NZ contact me 
  36. 36. NZ CommunitySharePoint Conference 2010 www.sharepointconference.co.nz 9th & 10th June 2010 Duxton, Wellington – New Zealand $600 ex GST (Over 250 attended in 2009) Pre and Post Conference training (extra cost) info@sharepointconference.co.nz @NZSharePoint on twitter.com

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