Intranet Governance: How to Run an Intranet

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  • 1.Intranet Governance: How to Run an IntranetToby Ward, Prescient Digital Media Strictly Confidential 2009 Prescient Digital Media Not For Distribution

2. Toby Ward CEO, Chief Blogger, Prescient Digital Media We build highly effective websites & intranets Clients include: Strictly Confidential 2009 Prescient Digital Media Not For Distribution 3. Strictly Confidential 2009 Prescient Digital Media Not For Distribution 33+ 4. AgendaDefining governance & ownership The four models of governance Sample models Case study example Standards & policies Recommendations Free Consulting / Open Q&AStrictly Confidential 2009 Prescient Digital Media Not For Distribution 5. Think aboutDo you have real intranet authority? Do the owners?Do groups / units / divisions do what they want or threatento? Strictly Confidential 2009 Prescient Digital Media Not For Distribution 6. GovernanceDefines the ownership and management model. Management team Roles & responsibilities Decision making process Policies & standardsStrictly Confidential 2009 Prescient Digital Media Not For Distribution 7. Typical website & intranet No senior champion Middle managers in communications and IT Limited budget and power No plan or vision Silos & sprawl lead to user frustration & waste Conflict ensues Stalls often for years Strictly Confidential 2009 Prescient Digital Media Not For Distribution 8. C-level Power The most successful intranets have c-level champions The greatest barrier to success is politics Strictly Confidential 2009 Prescient Digital Media Not For Distribution 9. Cisco Employee Connection 2004Strictly Confidential 2009 Prescient Digital Media Not For Distribution 10. The champion C-level executive The champion should have power and influence Understand the value of the website & the potential Needs to be involved, but not on a day-to-day Only attend an occasional meetingStrictly Confidential 2009 Prescient Digital Media Not For Distribution 11. Walk the walk Change their mindset talk their talk Sell it: show em the money Strictly Confidential 2009 Prescient Digital Media Not For Distribution 12. Talk the talk What does your organization value? Success is more than dollarsCustomer/employee satisfactionUser productivityAwareness / Message retention ROI is more than just hard cost savingsProductivity benefitsTime to market Strictly Confidential 2009 Prescient Digital Media Not For Distribution 13. Nexus of Web SuccessStrictly Confidential 2009 Prescient Digital Media Not For Distribution 14. Governance planning process Input questions into the strategy survey Create model based on best client fit Tailor as necessary with client before workshop Workshop is 2 3 hours Introduce the conceptShow examplesShow the recommended structureStrictly Confidential 2009 Prescient Digital Media Not For Distribution 15. Strictly Confidential 2009 Prescient Digital Media Not For Distribution 16. The whole businessThe website is not just a tool its the whole business Silos kill no group can operate in isolation Employees demand consistency Consistent message Consistent navigation Consistent interface Strictly Confidential 2009 Prescient Digital Media Not For Distribution 17. Governance ModelsDecentralized (most common in larger orgs.) No single owner Driven by policies and guidelines Organic growth, sometime leading to site sprawl Centralized (more common in small orgs.) Single owner (usually department) Bureaucratic Highly controlled Strictly Confidential 2009 Prescient Digital Media Not For Distribution 18. Governance ModelsCollaborative / Federated Executive champion Steering Committee / Council Decentralized content ownership; centralized platform Centralized Hybrid Single owner (usually department) Bureaucratic Highly controlled Strictly Confidential 2009 Prescient Digital Media Not For Distribution 19. Healthcare Collaborative Governance CEOCommunicationsHospital CommitteeTBDInternet CouncilDevelopment (Internal & External Participation) Committee Planned GivingHospital Annual FundraisingCommunicationsFinance Major Giving Operations Editor-in-Chief Technical (Director of Communications) Editorial Committee (Content Owners) Depts Depts Content AuthorsStrictly Confidential 2009 Prescient Digital MediaNot For Distribution 20. Financial Services Centralized Hybrid Senior Executive SponsorsCIO SVP Human Resources Portal LeadAVP, HR Portal Steering Team Development & Support Team(s)AVP HRVP CommunicationsHR CoordinatorDirector E-BusinessOutside Consultant HR CommunicationsInformation Technology US Communications Dir. of e-Business e-US Human Resources Content Group Operations, Development,Senior Editorial TeamIT Support Team Editor Cross Company Content/Author Group Strictly Confidential 2009 Prescient Digital MediaNot For Distribution 21. Strictly Confidential 2009 Prescient Digital Media Not For Distribution 22. Collaborative Governance Model Co-ChampionsCIO & VP Advisory Group Intranet CouncilCorporate Editor-In-Chief Human ResourcesCommunicationsEditorial CommitteeStrictly Confidential 2009 Prescient Digital Media Not For Distribution 23. Financial Svcs Centralized HybridStrictly Confidential 2009 Prescient Digital Media Not For Distribution 24. Case Study: CollaborativeStrictly Confidential 2009 Prescient Digital Media Not For Distribution 25. Strictly Confidential 2009 Prescient Digital Media Not For Distribution 26. PNC Bank Intranet Collaborative ModelStrictly Confidential 2009 Prescient Digital Media Not For Distribution 27. Case Study: Centralized HybridStrictly Confidential 2009 Prescient Digital Media Not For Distribution 28. Centralized Hybrid Senior Leadership ChampionIS&T Support Intranet OwnerSteering CommitteeIntranet Advisory Editor in Chief Council Content Area OwnersCorporateGovernment SupplyFinanceServices ServicesManagement HR IS&T Healthcare Key Diversity EducationMarketServices/ GeographiesLaw Laundry Marketing Content Contributors Strictly Confidential 2009 Prescient Digital Media Not For Distribution 29. Sample structure Centralized HybridChampion: Chief Operating OfficerOwner: SVP, Internal CommunicationsSteering Committee: Representation from: IS&T, HR, Internal Communications, Europe, USA, UK Steering Committee members must be representative of the global organizationEditor-in-Chief: Internal CommunicationsA people-centered approach to design & Info ArchSimilar structures set up for each geographyStrictly Confidential 2009 Prescient Digital Media Not For Distribution 30. Day-to-day ManagementHome page, corporate content and news owned by Editor-In-ChiefTraining of the content owners done by IS&TContent owners adhere to standardization policy and ensuretheir content is: Up to date Written in web format Appropriate for their target audience Evolving to meet the growth and needs of the organizationStrictly Confidential 2009 Prescient Digital Media Not For Distribution 31. Champion(s)Champion will participate in: Supporting owner and committee Representing intranet to senior executive Source of funding Trouble-shooting and conflict resolution Strictly Confidential 2009 Prescient Digital Media Not For Distribution 32. OwnerThe Owner will: Maintain the intranet vision & mandate Manage policy development Approve project prioritization Monitor performance against objectives Allocate resources and budgets Ensure that the objectives of the intranet remain in line with business requirements Ensure that agreed policies and good practice guidance are met Strictly Confidential 2009 Prescient Digital Media Not For Distribution 33. Editor In Chief Communications individual, to manage day-to-day operations, content process and policies Responsible for home page & core content Participates on intranet Steering Committee Enforcing Editorial Policy, Standardization Policy, Taxonomy Serves as final review and approval on all new sections or sites Leads Intranet Advisory Group, drawing from all content contributors and chaired by Editor Strictly Confidential 2009 Prescient Digital Media Not For Distribution 34. Intranet Steering Committee Chaired by Intranet Owner or Champion include divisional communicators and Presidents Committee reps Management participants from across the business Bring insight from the global organization Discusses policy, evolution of site and drives future enhancements Provides input, reviews and signs off on:Intranet plans (e.g. Blueprint, Training Plan, etc.)Policies (e.g. Intranet Standardization Policy) Troubleshooting Strictly Confidential 2009 Prescient Digital Media Not For Distribution 35. Owners, Authors, ContributorsSite owners, authors must be documented, trained and versed in the respective policies Key owners and authors could participate in the Advisory Group All site owners and authors to sign-off on editorial policy Recommended: all site owners and authors take a Writing for the Web course Editor in Chief has final review on all new sites or site sectionsSite owner owner or manager of site or sectionAuthor writes the content on a site or sectionContributor provides the idea or suggestion for contentStrictly Confidential 2009 Prescient Digital Media Not For Distribution 36. Intranet Advisory Council Intranet Advisory Council (IAC), using volunteers from focus groups, to meet quarterly and offer advice and opinions on direction and evolution, led by Editor in Chief Employee representation to be a cross-representation of employees (not stakeholders), and possibly an outside expertRepresentation from Divisions and Corporate Meetings to be conducted quarterly, with a focus on:developing and driving contentnavigation/usability testing Strictly Confidential 2009 Prescient Digital Media Not For Distribution 37. IS&T Support TeamInstall, support and maintain new CMS / portal / platform &infrastructure including analytics reportingWork with vendors to provide support with respect tohardware/software requirementsReport to Owner and Intranet Steering Committee any limitations orenhancements available to the new intranetMake recommendations and provide immediate feedback to futureintranet enhancementsImplement and maintain applications Strictly Confidential 2009 Prescient Digital Media Not For Distribution 38. Policies & StandardsStrictly Confidential 2009 Prescient Digital Media Not For Distribution 39. Standards & Policies Explicitly defined and documented standards & polices are aCRITICAL NECESSITY to...ocreate a uniform user experienceoprotect and secure information and intellectual propertyocontain sprawl and reduce associated costsoensure accuracy and consistency of contentStrictly Confidential 2009 Prescient Digital Media Not For Distribution 40. Policies Editorial policy defining: Content types: front-page news vs. static content How content is developed, formatted, presented Limitations on technical and graphic elements Roles and responsibilities of publishers, editor etc. Standardization Policy Compliance details for platform, templates and style guide Email Usage Guidelines & Policy Strictly Confidential 2009 Prescient Digital Media Not For Distribution 41. TaxonomyEditor-in-Chief to implement a complete corporate taxonomyguided by business and function need for: storing, cataloguing and tagging contentA taxonomy rule book in tandem with a new Content ManagementSystem will ensure effective meta tagging and contentcategorization by all publishers Strictly Confidential 2009 Prescient Digital Media Not For Distribution 42. Standards Strictly Confidential 2009 Prescient Digital Media Not For Distribution 43. Standards Strictly Confidential 2009 Prescient Digital Media Not For Distribution 44. PoliciesStrictly Confidential 2009 Prescient Digital Media Not For Distribution 45. Government of Western Australia Strictly Confidential 2009 Prescient Digital Media Not For Distribution 46. Government of Western Australia Strictly Confidential 2009 Prescient Digital Media Not For Distribution 47. Government of Western Australia Strictly Confidential 2009 Prescient Digital Media Not For Distribution 48. Government of Western Australia Strictly Confidential 2009 Prescient Digital Media Not For Distribution 49. Government of Western Australia Strictly Confidential 2009 Prescient Digital Media Not For Distribution 50. Consensus is key Make sure supporters & dissidents have a voice & know the modelStrictly Confidential 2009 Prescient Digital Media Not For Distribution 51. Think aboutDo you have real intranet authority? Do the owners?Do groups / units / divisions do what they want or threatento?Strictly Confidential 2009 Prescient Digital Media Not For Distribution 52. Your homeworkCreate About this site The ownerRoles & responsibilitiesStandards Strictly Confidential 2009 Prescient Digital Media Not For Distribution 5252+ 53. ReadingIntranetBlog.comIntranet 2.0: Social Media Becomes Mainstreamwww.PrescientDigital.com Consulting HelpGovernance Workshopwww.PrescientDigital.com Strictly Confidential 2009 Prescient Digital Media Not For Distribution 54. www.Prescie ntDigital.com www.PrescientDigital.com 55. Free consulting / Q&A 56. 56 Toby Ward, President, Prescient Digital Mediatoby@prescientdigital.com www.PrescientDigital.com www. IntranetBlog.com www.Twitter.com/TobyWard www.Twitter.com/Intranet2 www.Facebook.com (search Intranet Global Forum) 416.986.2226

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