Intranet Governance

Strictly Confidential © 2015 Prescient Digital Media Not For Distribution

Intranet Governance

Toby Ward, CEO, Prescient Digital Media


Governance

Defines the ownership and management model.

• Management team

• Roles & responsibilities

• Decision making process

• Policies & standards


Highly effective intranets


World Leading Intranet Experts

• 14 years of profitable history

• Dozens of Fortune 500 Clients

• World-Renowned Thought Leaders

• 200+ intranet projects

• First to define & study “social intranet”


Select clients


@Intranet2

Twitter hashtag


Poll


Detailed governance model?


Think about…

• Who owns the intranet? • Does everyone know who the owner is?• Does the owner have real intranet authority? • Do other groups want ownership?


Typical 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


C-level Power

C-level champion


The champion

• C-level executive

• The champion should have power and influence

• Understands the value of the website & the potential

• Needs to be involved, but not on a day-to-day basis

• Only attend an occasional meeting


Talk the talk

• What does your organization value?

• Success is more than dollars

– Customer / employee satisfaction

– User productivity

– Awareness / Message retention

• ROI is more than just hard cost savings

– Productivity benefits

– Time to market


Walk the walk

Talk the talk


First ever intranet methodology


Deliver the plans & design


Intranet Planning Pyramid © 2011 – 2015 Prescient Digital Media

Vision

Mission

Objectives

Goals (KPIs)

Functions (Applications)

User Tasks (Behavior)

Scop

e

Det

ail

Strategic Planning


The whole business

• The intranet is not just a tool – it represents the whole business

• Silos kill – no group can operate in isolation

• Employees demand consistency

– Consistent message

– Consistent navigation

– Consistent interface


Governance Models

• Decentralized (most common in larger orgs.)

• No single owner

• Driven by policies and guidelines

• Organic growth, often leads to site sprawl

• Centralized (more common in small orgs.)

• Single owner (usually department)

• Bureaucratic

• Highly controlled


Governance Models

• Collaborative / Federated

• Executive champion

• Steering Committee / Council

• Decentralized content ownership; centralized platform

• Centralized Hybrid

• Single owner (usually department)

• Bureaucratic

• Highly controlled


Collaborative Governance (Healthcare)

Editor-in-Chief(Director of Communications)

Editorial Committee (Content Owners)

Communications Committee

Development Committee

Finance

HospitalTBD

• Planned Giving• Annual Fundraising • Major Giving• Operations

HospitalCommunications

Technical

• Depts

Content Authors

• Depts

Internet Council(Internal & External Participation)


Case Study: Collaborative/Federated


Strictly Confidential © 2015 Prescient Digital Media Not For Distribution 24Strictly Confidential © 2015 Prescient Digital Media Not For Distribution

Centralized Hybrid



NCR Governance

Intranet Team Responsibilities

Role Responsibilities

Corporate Core Team Provide governance and program management

Online Content Managers Oversee the daily running of the intranet and activities such as: • Publish approvals (where required)• Upload corporate collateral• Train and support content owners

Content Owners • Update content and ensure consistency • Can delegate some part of the updates or

changes to other members of the team/department by making them editors


Content Management System


Case study: Hybrid, centralized


Content Area Owners

Editor in ChiefIntranet Advisory

Council

Intranet OwnerIT Support

Government Services

DiversityHealthcare Services/Laundry

Finance

EducationMarket

CorporateServices

Key Geographies

Co-Champions

Steering Committee

HR

Supply Management

Marketing

Law

IS&T

Communications

Centralized, Hybrid

Content Contributors


Sample structure – Centralized Hybrid

• Champions: Chief Operating Officer, CIO

• Owner: SVP, Internal Communications

• Steering Committee:

– Representation from: IT, HR, Internal Communications, Europe, USA, UK

– Members must be representative of the global organization

• Editor-in-Chief: Employee Communications


Day-to-day Management

• Home page, corporate content & news owned by Editor-In-Chief

• Training of the content owners done by IT

• Content owners adhere to standardization policy and ensure their content is:

– Up to date

– Written in web format

– Appropriate for their target audience


Champions

• Champions will participate in:

– Supporting owner and committee

– Representing intranet to senior executive

– Source of funding

– Trouble-shooting and conflict resolution


Owner

• Maintains the intranet vision & mandate

• Manages policy development

• Approves project prioritization

• Monitors performance against objectives

• Allocates resources and budgets


Intranet Steering Committee

• Chaired by Intranet Owner

• Includes HR, IT, Comms, and sometimes divisional representatives

• Brings insight from the whole organization

• Discusses policy, evolution of site and drives future enhancements

• Provides input, reviews and signs off on plans & policies

• Troubleshooting


Policies & Standards


Standards & Policies

Explicitly defined and documented standards & polices are a CRITICAL NECESSITY to...

• create a uniform user experience

• protect and secure information and intellectual property

• contain sprawl and reduce associated costs

• ensure accuracy and consistency of content


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


Taxonomy

• Editor-in-Chief to implement a complete corporate taxonomy guided by business and function need for:

– storing, cataloguing and ‘tagging’ content

• A taxonomy ‘rule book’ in tandem with a new Content Management System will ensure effective meta tagging and content categorization by all publishers


SharePoint considerations


SharePoint Adoption

70%Aprx. Adoption in Med-Large

size Organizations

55% For social media

20% To power main intranet or portal


Sprawl


BT SharePoint Collaboration

Source: Richard Dennison, BT


BT SharePoint Collaboration

Source: Richard Dennison, BT



1. Request a Team Site

2. Learn “When” & “What” to use a team site for

3. Read the Quick Reference Guide

4. Review the Team Site user guidelines

5. Checklist for establishing a new site

6. Enroll in a Team Site workshop

7. Watch a Team Site video tutorial

8. Follow a Team Site user tour

Transfield Team Sites

Source: Intranet Innovation Awards / Transfield Services, Step Two


Third-Party Applications for SharePoint

57%Have augmented SP 2010 with

additional products such as Jive, AvePoint, Nintex, etc

Gartner, “SharePoint Adoption,” 2011




Poll


Topic for the next webinar?


Next webinar

Intranet Case Study

May 23, 12:30 EST


Intranet Insight > PrescientDigital.com



www.IntranetGlobalForum.com


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Q & A


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@tobyward

Toby Ward