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Information Architecture for SharePoint : What You Need to Know. January 24 th , 2012 Seth Earley, CEO, Earley & Associates. Seth Earley, Founder & CEO, Earley & Associates. Co-author of Practical Knowledge Management from IBM Press - PowerPoint PPT Presentation
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Earley & Associates, Inc. | Classification: PUBLIC USE Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Information Architecture for SharePoint: What You Need to Know
January 24th, 2012Seth Earley, CEO, Earley & Associates
2Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Co-author of Practical Knowledge Management from IBM Press • 17 years experience building content and knowledge
management systems, 20+ years experience in technology• Former Co-Chair, Academy of Motion Picture Arts and Sciences,
Science and Technology Council Metadata Project Committee• Founder of the Boston Knowledge Management Forum• Former adjunct professor at Northeastern University• Editor Information Professional Magazine from the IEEE• Guest speaker for US Strategic Command briefing on knowledge
networks• Currently working with enterprises to develop knowledge and
digital asset management systems, taxonomy and metadata governance strategies
• Founder of Taxonomy Community of Practice – host monthly conference calls of case studies on taxonomy derivation and application. http://finance.groups.yahoo.com/group/TaxoCoP 100+ calls since 2005
• Co-founder Search Community of Practice:http://tech.groups.yahoo.com/group/SearchCoP
Seth Earley, Founder & CEO, Earley & Associates
3Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Knowledge processes and the content lifecycle• Developing a user-centric information architecture• Defining business-critical content types• Using metadata to optimize search
• Appendix: Term-management governance processes for SharePoint
Agenda
4Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Application Construct Less Structure More Structure
Nature of Process Chaotic Processes Controlled Processes
Knowledge Management
Knowledge Creation Knowledge Reuse
Purpose/Application Problem Solving/Collaboration Accessing Information/Answering Questions
SharePoint Span of Control
My Sites Enterprise Publishing
Class of Tool Collaboration/Communication Workflow/Document Management
The Content Continuum
Information Construct
Unfiltered Filtered
Cost Lower Cost Higher Cost
Value Lower Value Higher Value
Editing/Vetting Informal Formal
Value Lower Higher
Tagging Folksonomy Taxonomy
Ease of Access Low High
Type of Content News/Messaging/Interim Deliverables Best Practices/Approved Methods/Reference Materials
5Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
LESS STRUCTURE MORE STRUCTURE
Chaotic Processes Controlled Processes
Problem solvingCollaboration
Accessing informationAnswering questions
Knowledge Creation Knowledge Reuse
ENTERPRISE KNOWLEDGE MANAGEMENT
Spans Structured and Unstructured Processes
CLA
SS
of T
OO
L
Blogs Records Management
Document Management
Process ManagementWikis
Collaborative Spaces
Instant Messaging
Email Management
Web Content Management
Learning Management
Digital Asset Management
My SitesCentralized Publishing
The Content Continuum
SharePoint Span of Control
6Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Unfiltered Reviewed/Vetted/Approved
Lower Value Higher Value
Lower Cost Higher Cost
RELATIVE VALUE OF CONTENT
Not all content is of equal value
TYP
E O
F C
ON
TEN
T
(More difficult to access) (Easier to access)
Formal Tagging/Organizing Processes
Message text
External News Example deliverables
Discussion postings
Interim deliverables
Content Repositories
Success Stories
Benchmarks
Approved Methods
Best Practices
Social tagging (“folksonomy”)
Structured tagging (taxonomy)
The Content Continuum
Earley & Associates, Inc. | Classification: PUBLIC USE Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
User Centric Information Architecture Design
8Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Information Architecture Design Process
ContentAnalysis
AudienceAnalysis
RequirementsDefinition
Requirements & AnalysisFindings
RES
EAR
CH
& D
ISC
OVE
R
Content Types& Site Column
Design
Term Store& TaxonomyDevelopment
Site Maps& Wireframe
Design
Use Cases,Workflow &Authoring
SolutionDesign
DocumentsDES
IGN
& D
EVEL
OP
Taxonomy UserInterface
TaggingProcesses
Auto Categorization
Test Plan& Execution
TEST
&
VA
LID
ATE
GovernanceStrategy
& Guidelines
SocializationCommunication
& Adoption
MigrationStrategy
& Approach
Metrics Development
Governance /MaintenanceProcesses
MA
INTA
IN&
EN
HA
NC
E
Current StateAssessment
FutureState Vision
Gap Analysis
HeuristicEvaluation
Strategy,Roadmap &
Recommendations
STR
ATEG
Y&
VIS
ION
N
TaskAnalysis
9Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
The IA Design Process• This is a conceptual representation of the IA approach roughly broken into five work
streams: ‑ Strategy and Vision‑ Research and Discovery ‑ Design and Development ‑ Testing and Validation‑ Maintenance and Enhancement
• These are not necessarily discrete sets of activities, there is overlap
• Each document icon (last column) represents a deliverable which summarizes activities in that work stream. These may be combined into a single document.
• Chevrons represent tasks and activities. Not all need to be addressed or they may be addressed as parts of other tasks.
• Steps are not necessarily sequential. For example, Governance and Socialization happen at all levels
• Some deliverables are required as inputs for other processes. For example, Use Cases and User Scenarios are required for testing
10Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Translating Concepts into Design Elements• Challenge lies in going from an abstraction to something concrete.
• Many organizations are trying to “make the information easier to use” which is a broad ambiguous abstraction
• Need to answer: ‑ What information?‑ For whom?‑ Accomplishing what task?‑ With what information?
• Many information management projects fail because they are too broad, scope is ambiguous, and outcome is not measurable.
• SharePoint IA needs to start with a focus on problems and processes
• May be broadened from this starting point, but cannot solve ambiguous problems
11Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Problems => Solutions• Problems are identified through interviews, surveys, working sessions
• In each forum, we are making observations about the current state: how people accomplish tasks, bottlenecks in processes, problems with information access and findability, challenges around inaccurate and incomplete information
• Need to translate observations about the information environment into a vision of how those issues can be resolved.
• User centric IA requires that we understand the mental model of the user: the tasks they need to execute and how they go about accomplishing their work
• Steps to the process:‑ Observe and gather data points ‑ Summarize into themes‑ Translate themes into conceptual solutions ‑ Develop scenarios that comprise solutions ‑ Identify audiences who are impacted by scenarios ‑ Articulate tasks that audiences execute in scenarios ‑ Build detailed use cases around tasks and audiences ‑ Identify content needed by audiences in specific use cases‑ Develop organizing principles for content
12Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
From Problems to Solution – Steps to the ProcessProcess Step Answer the following Example
Observe and gather data (pain) points
What are the specific problems and challenges that users are identifying?
• We can’t locate information about policies for specialty coverage• We need to look in multiple systems to find prior experience
data when underwriting new policies in high risk areas• Different terminology is used in different systems making
queries difficult
Summarize into themes What are the common elements to observations, how can symptoms and pains be classified according to overarching themes?
Inability to locate policy and underwriting information using common terminology
Translate themes into conceptual solutions
Wouldn’t it be great if we could…?
We could access all policy and prior experience data across multiple systems using a single search query and return consistent results?
Develop scenarios that comprise solutions
What would a day in the life o a user look like if this solution were in place?
At a high level, describe how underwriters go about their work in writing policies for specialty and high risk clients. Describe each potential situation and how they would go about their work
Identify audiences who are impacted by scenarios
Who are the users that are impacted?
Risk managers, underwriters, sales personnel
Articulate tasks that audiences execute in scenarios
What are the tasks that need to be executed in each scenario?
For a given scenario, articulate tasks (research options, review loss history, locate supporting research, etc.)
Build detailed use cases around tasks and audiences
What are the specific steps to accomplish tasks?
For a single task, list the steps to execute (this level of detail is not needed in all cases). Step 1 – log on to claim system Step 2 – search for history on the coverage type in geography, Step 3 – etc.
Identify content needed by audiences in specific use cases
What content and information is needed at each step in the process?
Claims data, policy information, underwriting standards, actuarial tables, fraud reports, etc.
Develop organizing principles for content
Arrange the things they need according to process, task or other organizing principle
Begin with “is-ness”. What is the nature of the information? Then determine “about-ness”, the additional characteristics of the information. How would you tell 100 documents of that type apart?
13Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Start with content • Develop the taxonomy• Create metadata fields• Assemble into content types• Align personas with use cases• Create site map based on use cases• Develop wireframes from site maps• Create document libraries and navigation based on site maps and wireframes
Content Audit Taxonomy Metadata Content
TypesPersonas/
Use Cases
Site Maps WireframesDocument Libraries
Task based view of SharePoint IA Development
Earley & Associates, Inc. | Classification: PUBLIC USE Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Defining Business Critical Content Types
15Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Content Type Definition
• Content type definition follows from content analysis and detailed use cases
• Need to understand the nature of the information consumed by users
• What is the “is-ness” and “about-ness” that describes content?
• Content types are the single most important IA construct in SharePoint. All other organizing principles are leveraged through content types.
16Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Content Types In SharePoint 2010
• A Content Type is an information management construct that defines a common set of attributes used to consistently manage content that has the same or similar properties. Includes things like: ‑ Metadata Schemas/Attributes‑ Information Management Policies‑ Standardized Templates‑ Workflow Settings
• Provide a consistent approach to content management and establish the foundation for navigability and findability.
• Do not create content types at an overly granular level. Create content types that require differentiation according structure, workflow process, lifecycle or template
17Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Base content models on core content types• Build structures for extending content types by considering access and lifecycle
Developing Content Types
18Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Create different content types when you can distinguish between content based on structure, audience, process, lifecycle
• Determine elements that require controlled vocabulary• Create metadata schemas to ensure consistency across sites and collections
Developing Content Types
Earley & Associates, Inc. | Classification: PUBLIC USE Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Optimizing Search with Metadata
20Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Taxonomy and Metadata for Search
• Need to base metadata on access scenarios driven by use cases• Consider metadata specific to content models• Knowledgebase Article metadata will be different than Policy
metadata – each can be leveraged in search scopes• Facets will vary depending on content object structure.
21Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Improve findability by leveraging consistently tagged metadata surfaced via facets in a variety of ways…
Leveraging Taxonomy and Metadata to Drive Search
FacetedSearch Design
22Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Display of facets defined as part of the taxonomy for a specific content type (Forms)
Leveraging Taxonomy and Metadata with Search Scopes
Faceted Search restricted to
Content Type = Form
23Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Display of topics defined as part of the taxonomy that execute scoped search when
Leveraging Taxonomy as Stored Search Queries
A-Z IndexTerm Set = Topic
Topic = Cost of Work
24Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Content lies along a continuum of structure and value. • Effective content management takes into consideration value of
content in the context of business processes• Information architecture needs to focus on specific user needs and
processes• Content types are core constructs for managing the information life
cycle• Search precision and recall is improved by leveraging content
metadata
Summary
Earley & Associates, Inc. | Classification: PUBLIC USE Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Wrap up and Questions
26Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Founded - 1994 Headquarters - Boston, MA
What we do – Design and deliver content management and search solutions for companies and their customers
Our core team – 35 information and system architects, library scientists, process improvement consultants, project managers and other information management specialists
Our unique offering – Content Choreography™
Retail
High Tech & Manufacturing
Pharmaceuticals & Life Sciences
Financial Services & Insurance
Media & Entertainment
Our clients include – Global 2000, major non-profits and government entities
Earley & Associates Overview
27Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
clients
Partial Client List
28Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Communities of Practice• SharePoint IA Group:
http://tech.groups.yahoo.com/group/SharePointIACoP/ • Taxonomy Group: http://finance.groups.yahoo.com/group/TaxoCoP• Search Group: http://tech.groups.yahoo.com/group/SearchCoP
Upcoming Webinar Events
• February 1, 2012 – Business Value of Taxonomy• More to come soon…
Events and Communities
29Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Training Opportunities
City Dates Early Reg. Discount before
Houston, TX January 25-27, 2012 January 11, 2012
Arlington, VA February 8-10, 2012 January 18, 2012
Chicago, IL March 14-16, 2012 February 22, 2012
Anaheim, CA April 11-13, 2012 March 21, 2012
SharePoint Information Architecture (3 days) $1995 ($1795, early reg)
AIIM IOA Master Certificate Course (4 days) $2995
City Dates
Stamford, CT February 28-March 2, 2012
Boston, MA March 27-30, 2012
30Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• The Information Architecture Process‑ User Research & Requirements Gathering‑ Audience and Process Analysis ‑ Roles, Responsibilities, Use cases, Personas and scenario development‑ Content Modeling and Content Type Definitions‑ Metadata Schemas and Taxonomy Development‑ Search Integration
• Term Store Management‑ Creating and Managing Groups
• Creating and Managing Content Types‑ Properties (Site Columns, Workflow, IM Policies)‑ Overview of Content Hubs‑ Adding Content Types to Document Libraries
• Creating Metadata for Content Enrichment‑ Core Metadata Schemas‑ Leveraging Managed Metadata and the Term Store
• Governance‑ Governance planning‑ Operational zing governance using platform capability
SharePoint Information Architecture 3 Day Hands-on Course
31Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• What you will learn‑ Enterprise search‑ Content inventory and classification‑ Categorization and clustering‑ Fact and entity extraction‑ Taxonomy creation and management‑ Information presentation‑ Information governance
• Who should attend?‑ Anyone with a stake in the success of
your organization’s IOA initiatives
• Certificate options‑ Practitioner (days 1&2)‑ Practitioner + Specialist (days 3&4) =
Master
Information Organization and Access (IOA) – 4 days
32Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Contact
Seth EarleyCEOEarley & Associates
Phone: 781-820-8080Email: [email protected]
Follow me on twitter: sethearleyConnect with me on LinkedIn: www.linkedin.com/in/sethearley
Earley & Associates, Inc. | Classification: PUBLIC USE Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Appendix: Architecting Effective Governance Processes
34Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Short term:• Select owner for the overall taxonomy• Continue collecting feedback on taxonomy, funnelled through
owner• Identify one representative per product area to own segments of
taxonomy (per branch, or section of a branch)‑ E.g. who will own doc types?
• Taxonomy will continue to evolve over time, but aim for a solid baseline to use in initial launch
Governance considerations
35Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Medium term:• Create a taxonomy governance team
‑ Determine roles & responsibilities ‑ Identify executive sponsorship ‑ Identify members ‑ Develop initial documentation – charter, guidelines‑ Determine group operation (meeting frequency, etc.)
• Develop policies for taxonomy maintenance‑ Determine level of control desired‑ Develop standard operating procedures for changes, etc.
Governance considerations
36Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
Publish & classify
Test & assess
Create & modify
People&
Tools
Taxonomy maintenance cycle
37Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Standards process – change control‑ Taxonomy is ever evolving, but evolution has to be
predictable/controllableUser suggestions, requirements (e.g. product launch)Changes in business (e.g. acquisitions)Changes in vocabulary, errorStandards (ISO, NAICS, etc.)
‑ Formal review process important for quality assurance, consistency‑ Evaluating costs & benefits of change
Impact on existing systems, retagging, retraining, etc.
• Multi-disciplinary‑ Terminology decisions‑ Technology decisions‑ Promotion & oversight
Taxonomy governance
38Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Centralized or decentralized?‑ Centralized – dedicated team to oversee all changes, policies, etc.‑ Decentralized – each business unit governs own portion
• Best of both worlds: ‑ Editorial board to provide leadership, manage overall taxonomy and
resolve issues‑ Local groups manage their own local term sets (translations)
Consistency with flexibilityStandardized interoperability
Governance model
39Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Requires participation from a multi-disciplinary team‑ Business areas, Skill sets and Functional areas
Roles & Responsibilities
Executive Sponsor
Systems
IA & UX
Content Specialists
Executive Sponsor
Overall project owner and advocate
Site Owners
Responsible for guiding use of taxonomy on site
System Owners
IT representatives guiding implementation of taxonomy
Taxonomist
Responsible for guiding use of taxonomy on site
Information Architect
Wire frames, site map, user experience
Vocabulary Owners
Responsible for specific taxonomy branches
SMEs
Stakeholders providing input on vocabulary
40Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Start with champions ‑ Involve people who are directly affected by taxonomy issues
• Decide on level, locus of control‑ Do offer oversight but don’t be a bottleneck
• Assign accountability‑ Overall taxonomy & individual branches
• Integrate with existing work processes
• Identify your organization’s velocity
Best practices / tips for success
41Copyright © 2012 Earley & Associates, Inc. All Rights Reserved.
• Measure-and-Improve Mindset‑ Query logs and click trails are prime example
• Integrated handling of Taxonomy, Metadata, UI, and Search‑ To be most effective, these must work together‑ Governance structure must help that happen
Recommendations & Best Practices
42Copyright © 2011 Earley & Associates, Inc. All Rights Reserved.
Thank you