CMS Lessons Learned & Best Practices - SAS Case Study

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Gilbane Boston (Dec 2, 2010) - Web Content Management System lessons learned & best practices - a case study based on experiences at SAS.

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CMS Lessons Learned & Best Practices - SAS Case Study

  1. 1. SAS - CMS Lessons LearnedGilbane Boston<br />Dec 02, 2010<br />Mark KoreyOnline Strategy & Services<br />www.sas.com<br /> @markkorey<br />
  2. 2. Touch points<br />SAS<br />Our web site<br />Our CMS & “Lessons Learned”<br />Challenges<br />How We Did It<br />
  3. 3. Company Highlights<br />World’s largest privately held software company<br />Business analytics software and services<br />Revenue: $2.3 billon (2009)<br />Customers: 45,000 in 123 countries<br />Employees: 11,000 in 50 countries<br />#1 on FORTUNE “2010 100 Best Companies to Work For” <br />HQ: Cary, NC<br />
  4. 4. www.sas.com<br />B2B Focus: Marketing content & Lead generation<br />Product & Solutions<br />Customer Stories, Press Releases, Newsletters<br />Supporting Assets – White papers, Webcasts, Fact Sheets, etc.<br />Campaigns – Emails & Events<br />Global footprint<br />50 country sites<br />>20,000 pages<br />>2,000,000 pg views/month<br />10 Great B-to-B sites<br />
  5. 5. CMS Lesson Learned / Best Practices<br />5 Areas<br />Corp Culture & Resources<br />Project Scope & Details<br />Balance<br />Communication<br />Strategy<br />
  6. 6. #1 Culture & Resources<br />Leverage corporate culture<br />Leverage available resources<br />Leverage existing skills<br />
  7. 7. #1 Culture & Resources – How We Did It<br />“Build” culture at SAS<br />IT shop<br /><ul><li>Open source
  8. 8. Unix, Java, MySQL, XML
  9. 9. Ektron’s eWebEditPro WYSIWYG</li></ul>Dedicated project mgr.<br /><ul><li>Started w/ 1
  10. 10. Expanded to 4</li></ul>Small dev team<br /><ul><li>Focused & Agile
  11. 11. Started w/ 5
  12. 12. Never enough!</li></li></ul><li>#2 Scope & Details<br />Devils in the Details<br /><ul><li>Magnified with home-grown CMS</li></ul>Home-grown: Pros & Cons<br />+100% customizable, tailor to your needs<br />–Must figure everything out<br />+ Not tied to vendor schedule<br />–Time consuming<br />Must haves:<br /><ul><li>Resource commitments – for the long haul
  13. 13. Test environment(s)
  14. 14. Prioritize “details”</li></li></ul><li>#2 Scope & Details – How We Did It<br />Start Small<br />Use development partners<br />and international early adopters<br /><ul><li>Refine localization</li></ul>Standardize Content Entry Forms<br />Limit extraneous features<br /><ul><li>Role based access:
  15. 15. User
  16. 16. Supervisor
  17. 17. Admin</li></li></ul><li>#3 Balance & Prioritization<br />Core Functionality<br />Feature Requests<br />User Support<br /> More users + More features= More support<br />Have a support plan!<br />Big Picture<br /><ul><li>Digital Marketing Strategy</li></li></ul><li>#3 Balance & Prioritization – How We Did It<br />Project, Feature or Maintenance?<br />Prioritize with 4 factors:<br />External Benefit<br />Internal Benefit<br />IT Effort<br />Marketing Effort<br />Re-assess Quarterly (w/ IT)<br />Standardize<br /><ul><li>User Support & Documentation
  18. 18. Requirements for IT
  19. 19. Design for change</li></li></ul><li>#4 Communication<br />IT & Marketing<br /><ul><li>Get (and stay!) on same page</li></ul>Users<br /><ul><li>Inbound & Outbound info
  20. 20. Proactive & Reactive scenarios</li></li></ul><li>#4 Communication – How We Did It (w/ IT)<br />Challenges<br /><ul><li>IT doesn’t like meetings!
  21. 21. 1/3 on West coast</li></ul>Solutions<br /><ul><li>1 team mtg/week
  22. 22. Leadership mtg every other week
  23. 23. PMs submit development requests online
  24. 24. Users log problems in ticket system
  25. 25. Leverage IM, desktop sharing, webcams, etc.
  26. 26. Identify top priority for each developer</li></li></ul><li>#4 Communication – How We Did It (w/ Users)<br />Challenges<br /><ul><li>De-centralized content entry
  27. 27. 300 users: Non-technical to Very-technical
  28. 28. Across the hall - Across the world</li></ul>Solutions<br /><ul><li>Email:
  29. 29. Release Notes
  30. 30. Planned & Unplanned Outages
  31. 31. System Messages
  32. 32. User Documentation (SharePoint)
  33. 33. User Survey
  34. 34. Power User Conf Call</li></li></ul><li>#4 Communication – How We Did It (w/ Users)<br />Regional Hub Model<br />Latin America<br />Eastern Europe<br />Nordic Region<br />Asia Pacific<br />Train the trainer!<br />
  35. 35. #5 Digital Marketing Strategy<br />Business needs change<br />Technology advances<br />User expectations rise<br />Online marketing techniques expand<br />Strategy: Evolves over time<br />Is your CMS a cost-savingsor value-add tool?<br />
  36. 36. #5 Digital Mkt’g Strategy – How We Did It<br />Strategy evolution<br />Consolidate CMS tools<br />& establish CMS “platform”<br />Roll out to countries<br />Optimize site visitor’sexperience<br />In Practice<br />Involve visionaries<br />Involve users<br />
  37. 37. Recap Takeaways<br />#1 Culture & Resources<br />Leverage what you have<br />#2 Scope & Details<br />Start small, don’t underestimate complexity<br />#3 Balance & Prioritize<br />Establish prioritization process<br />#4 Communicate<br />Build trust b/w IT, Marketing, Users, Mgmt<br />#5 Strategy<br />Align CMS decisions with your digital strategy<br />
  38. 38. Thank you!<br />Mark Korey<br />Online Strategy & Services<br />mark.korey@sas.com<br />@markkorey<br />CMS Lessons Learned2010 Gilbane Boston<br />
  39. 39. How we did it: With Technology<br />“Metaverse” built with / runs on:<br /><ul><li>Unix
  40. 40. Java
  41. 41. Apache/Tomcat
  42. 42. MySQL
  43. 43. XML
  44. 44. XLST
  45. 45. Ektron’s eWebEditPro+xml</li></ul>Paired with<br /><ul><li>Content Collection Forms
  46. 46. Metadata
  47. 47. Templates & CSS</li>

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