This presentation was given at the KM Singapore conference in Singapore on 15 Aug 09. I introduced a governance cycle and presented 4 key areas of governance: information organisation, publishing, collaboration and apps.

1. Intranet governance 15 Aug 09 Maish Nichani, PebbleRoad With help from Patrick Lambe, Straits Knowledge

3. Learn the elements of the Governance Cycle

4. Use the governance cycle to evaluate 4 key areas of governance: information organisation, publishing, collaboration, apps

6. Intranet maturity James Robertson, StepTwo Designs

7. Intranet maturity Razorfish, Microsoft, Publicis

9. Many intranets are inflexible and risk losing their “raison d’etre”.

10. Dissatisfaction with search is expressed by 50 percent of the organizations.

11. Management is getting more involved.

12. Social media are slowly finding their place behind the firewall.

13. Dissatisfaction with search is 10 percent lower than last year! Jane McConnell, Globally local…locally global

14. Worldwide intranet challenge Worldwide intranet challenge

15. What is governance?

16. A definition Intranet governance is framework for managing, supporting and improving the intranet. It aligns people and technology to realise business value.

17. Why governance now?

18. From an intranet discussion group

19. A big driver “As people embrace social media in their private lives, they naturally expect to use similar tools within the enterprise. This is especially true for younger workers who use these tools in everyday life. Open communication, collaboration, and content generation are as much a part of their standard toolkit as using a computer or mobile phone.” “Taking the slow road means that companies will risk losing workers who expect innovation in the outside world to reflect directly on how they communicate at work.” “Going for quick adoption means that companies must find ways to overcome the risks to corporate culture that adopting these tools can entail.” Jakob Nielsen’s Alertbox, August 3, 2009

20. So, why governance now? Intranet is now considered to be a valuable business asset (finally) and is beginning to be treated as one Staff are more dependant on digital content (and increasing so on people content) The era of interaction & contribution is upon us

21. The governance cycle

22. Yup. It’s simple!

23. The strategy Right idea (what really needs to be done)

24. The strategy // Right people Martin While, Intranet Focus Michael Sampson, Michael Sampson Company Limited

25. The strategy // Right people Intranet owner (IT?, KM? Comms? HR?), Intranet manager Technical team Content strategist(s) Information architect(s) Usability expert(s) … Intranet manger, intranet champions

26. The strategy // Right processes Strategy Policies Procedures Guidelines E.g. Who owns the news section? Who authors? Are approvals required for common content? Who approves? …

27. The strategy // Technology Sharepoint Jive SBS Ektron ThoughtFarmer Interwoven FileNet SocialText Websphere Altassian

28. The strategy // Technology Dion Hinchcliffe, ZDNet

29. Engaging stakeholders & staff Marketing Training Internal professional services

30. Getting feedback

32. keep the standards up-to-date and make sure they are enforced

33. provide a central set of templates for all types of content that comply with standards

34. manage a central set of conformance tools to check compliance Content ownership the person who owns the content publishes and manages it Approval/escalation the content owner’s manager approves requests to publish and acts if it isn’t managed to comply with standards Mark Morrell, head of BT’s Intranet Centre of Excellence

35. The governance framework 4 areas of governance Publishing Collaboration Information organisation Apps

36. Information organisation governance

38. How do I know what my dental benefits are?

39. I have two versions of these guidelines, which one should I use?

40. This policy dates to 1997, is it still in force?

42. Information architecture

43. Site structure

44. Metadata

45. Page layout and navigation

46. Collections (and their models)Engage staff: Build awareness (e.g. Did you know…) Get feedback: Anecdotal evidence Usability testing Card sorting

47. Key people Information architect Content strategist Usability expert Intranet manager

48. By department? By function? By task? Finance Procurement Facilities IT How do I request for new hardware?

49. Pages vs. Collections Pages Collection News item 1 News item 2 News item 3 … News item n About MyCo Mission Vision Plan to conquer the world … Narrow by By date By author By views By tags or categories Search

50. Publishing governance

52. Is it ‘email’ or ‘e-mail’?

53. Are there any best practices to publish procedures?

54. Do pages need a summary?

56. Content style guide

57. Page templates (tasks, non-task, FAQs, etc.)

58. Examples, non-examples

59. Publishing checklists

60. Training guidesGet feedback: Anecdotal evidence, Direct feedback, Usability testing, Analytics

61. Key people Content strategist Information architect Usability expert Intranet manager

62. Review publishing standards Toward Content Quality by Colleen Jones, UX Matters

63. Not all content is the same Common (formal) Announcements, shared services… Team or group Work in progress, MOMs… Social Discussion forums, polls, open wikis… Personal My stuff Mark Morrell, head of BT’s Intranet Centre of Excellence

64. Publishing models Direct Centralised Federated

65. Collaboration governance

67. Three of us want to share project files, can we setup a file server?

68. I am having difficulty reconciling changes submitted by 6 people in our team, is there an automatic way of doing this?

69. I want to share 60MB of files, can you increase my email quota?

71. Collaboration examples, non-examples

72. Redefined processes

73. Training on collaboration featuresGet feedback: Anecdotal evidence Analytics

74. Key people Intranet champions Intranet collaboration team Intranet manager

75. Rethinking existing processes I have 25 folders in my S-drive, how do I get the same in collaboration spaces? I can directly send documents to my partners by e-mail, how can I do it in collaboration spaces? I share information using e-mail, can the collaboration space capture my e-mail and archive it?

76. Review intranet collaboration PebbleRoad

77. Apps governance

79. I cancelled my room booking but it still does not show that it is free.

80. How do I manage all the resumes we get?

81. How can I get key customer support data on to my page?

83. Guidelines on using third-party applications

84. Application procurement guidelines

85. Interface guidelines

86. Usability guidelinesGet feedback: Anecdotal evidence Usability testing

87. Finally…

88. 7 deadly sins of an intranet rollout No top-level support Low quality content Difficult to use No marketing No training No support Low-performing infra

89. Activity Which sins do we most risk committing? Table discussion

91. Designing site structures for intranets and websites

92. Reviewing intranet-based collaboration setups

93. Planning & Sustaining Wiki-based Collaboration Projects

94. Using Wikis on the Intranet: The British Council Case Study

96. Globally local…locally global, Jane McConnell

97. Michael Sampson

98. Mark Morrell

99. Intranet Benchmarking Forumhttp://www.pebbleroad.com/presentations/KMSG09-intranet-governance.pdf

101. Thanks! maish@pebbleroad.com