social intranet content management by toby ward

Social content management: Managing content in the

social intranet

Toby Ward, CEO, Prescient Digital

About Me

10/6/2014 Confidential © 2012 Prescient Digital Media

World Leading Intranet Experts

• 13 years of profitable history • Dozens of Fortune 500 Clients• World-Renowned Thought Leaders• 200+ intranet projects• Highly specialized

First to study & formally define “social intranet”

Select Clients

#IntranetForum

@tobyward

Slides

www.Slideshare.net/Prescient

CM Defined

Content Management (CM)

• The means by which content is created, stored, accessed, and reused

Document Management (DM)

SharePoint 2013

Web Content Management (WCM)

Enterprise content management (ECM)

Poll

• How many of you use a CMS?

• If yes, how happy are you with your CMS?– Thrilled– Satisfied– Frustrated

Effective CM

• Effective content management requires: – Organizational processes and rules– Motivated and active providers and writers– Engaged users– Technology

Wordpress

SharePoint 2013

Planning

Six Major Principles (CM)

• Create & publish content in a timely manner• Reduce the cost of publishing content• Organize content to support work processes• Delineate roles & responsibilities for managing content• Develop policies to guide content development &

management• To use one tool to publish information across different

sites

1/3 of IT projects exceed budgets and schedules by almost 100% in small to mid-size companies

(Gartner)

23

Key lessons

• Executive champions = success• Planning• Change management, change management• Sometimes you get what you pay for• Content is king

24

Philips built Connect Us with influencers

Ballet, symphony, orchestra, choral companies would add a needed diversity to our community

Create a broader tolerance for diversity within the community Elevate the level of entertainment available

Inside a “test community” on functionalities and rules of engagement

Held bi-weekly training sessions

One-on-one session with our leaders

Built Trained Shaped Launched

Built in 11 weeks Trained our influencers Getting buy in Launched via

word of mouth

CM Lifecycle

Template input Keywords /

metadata Version / expiry

controls

Plan / govern Write / edit Approve

Review Control Archive /

delete

© 2014 Prescient Digital Media

Content Management Lifecycle

Create

Publish

Manage

Create

1. Detail content publishers, types & needs2. Determine content structures & current practices3. Determine how to measure effectiveness4. Define user requirements and access/rules (e.g.

customization/personalization)5. Define processes/guidelines for content management, review,

and development6. Define content storage/retrieval mechanism & review

software (e.g.. SharePoint, Sitecore, EpiServer, etc.)

CM Planning

CM Plan

• Assessment: of current content and processes.• Creation: of detailed information architecture and

wireframes, taxonomy, metadata, workflow and documentation including policies.

• Management: repurposing, rewriting, creating, maintaining, monitoring, and archiving.

• Maintenance: storing, accessing, reusing/repurposing and resourcing.

• Measurement & Growth: analytics and analysis.

Feeding the home page

Ideas for home page news

• Sales wins• Customer service stories• Charity drives• New hires• Employee profiles• Photo of the day / week• Competitor focus• New projects• Strategic update

Finding writers

• Ask key executives for a designated contributor (sales, HR, etc.)

• Train contributors on writing, publishing, and rules• Hold monthly pizza lunches to discuss content themes• Initiate contests

Writing

• Succinct should be limited to 50% of the words for print• ‘Inverted pyramid format’ with the most important content

at the beginning• Use simple sentences & limit metaphors and jargon• Use humor with caution• Plain language when creating links, headings, site names,

and forms (avoid “More” and “Click” and number jumbles)• Task or scenario-based content

Publish

Sitecore 2013

EPiServer

SharePoint 2013

easycms

easycms

Every page has….

• Date• Expiry date (e.g. 18 months for new; 6 months for team site)• Name (author / publisher) with email link to person• Terms of use• Forced ‘closed’ meta tags• Optional ‘open’ tags• Sharing and/or social features (e.g. commenting)

Manage

Intranet Dashboard

Plone

SharePoint 2013

Elcom

CMS Technology

CMS varieties • Web content management (WCM)• Document management (DM)• Records management (RM)• Digital asset management (DAM)• Portal• Social media platform• Enterprise content management

Top features• User-friendly content authoring, multiple authors• Versioning (version & date control/expiration)• Content approval workflow (gate-keeping)• Database and template creation• Database management • Dynamic page generation• Link management• Personalization• Access control and security• Search• Analytics• Social media

Vendor evaluations

• Undertake macro evaluations• Tailored product demos• Open or closed (invitation) RFP• Closed RFP to specific vendors will shorten the decision cycle

but narrow the field• RFP process is normally 2 weeks to 2 months depending on the

complexity of the project• Send out RFP

Budget

• $0 - $ Millions• Business + functional requirements determine cost• Final budget will be determined by the end solution

For as little as $1,999

Social Specifics

One or more social media tools

74%Most popular:• Blogs• Discussion • Instant

Messaging

Social Business Study, 2014

Blogs

55%Have blogs on their intranet

18% enterprise deployment

36% limited deployment

5% have no plans

Social Business Study, 2014

Wikis

49%19% enterprise deployment

29% limited deployment

12% have no plans

Social Business Study, 2014

Social specifics

• All content is governed by the Code of Content• No anonymous posting• Social computing guidelines should be published• Seed content with comments / promote discussion• Cross-link to relevant discussions, blogs, wikis, etc.

62

‘Share’ and ‘Ask for help’ buttons Facilitate support and increase traffic

Let employees play a role in disseminating information—and allow them to share their thoughts on it

Let employees request and offer assistance related to content

63

BlueTubeIntegrating video into the enterprise

‘Comment’ box: Enable employees to engage in dialogue around video content

• Pushes link into the activity stream of the followers. Viral promotion of the video

‘Share’ & ‘like’ Give employees the opportunity to showtheir support of content

Price

55%$0 - $25,000

26% $0.00

9% $100k or more

Social Business Study, 2014

The Social Intranet

• An intranet that features multiple social media tools for most or all employees

• Multiple social media tools with at least some or limited exposure (optional) from the main intranet or portal home page

• Woven into most aspects of content consumption

How Social?

12%Full Social Intranet (that have social media)

30% Limited some enterprise social tools

58% Entry level social intranet (1 or 2 social tools)

Social Intranet Study, 2012

Employee Satisfaction

15%Very Good (5%) or Good (10%)

26% Satisfactory

36% Poor

22% Very Poor

Social Business Study, 2014

Executive Satisfaction

16%Very Good (5%) or Good (11%)

38% Satisfactory

31% Poor

15% Very Poor

Social Business Study, 2014

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Social Business Intelligence infographic reportsData driven insights to help us in understanding and improving the community

70

Social Business Intelligence infographic reportsData driven insights to help us in understanding and improving the community

71

Social Business Intelligence infographic reportsData driven insights to help us in understanding and improving the community

HTML 5

73

HTML 5

• New standard for HTML, same language

• Cross-platform (mobile, notebook, smart TV, etc.)

• Video / audio (no plugins)

• Working applications online and offline

• Semantics

74

Semantic

• Computers can easily understand the meaning of the data, not just the format for:

• Searchability

• Accessibility

• Consistency

DIRECTV

76

77

#1 Create Sense of Urgency

Link business case to company strategy

Set the stage with key leaders

Create the 2020 Workplace

Engage and retain top talent

Empower employees with a voice

Drive collaboration, productivity, innovation

78

#2: Form a Guiding Coalition

CEO and Direct Reports

Top 150 Leaders

I.T. Leaders

Governance model – Enterprise Collaboration Council

79

#3: Create a Vision

Make it easy for DIRECTV employees

to connect, collaborate, access and share information

in multiple settings,

leading to greater engagement and productivity,

better decision-making and increased innovation

80

#4: Communicate the Vision

Communicate in every channel

Repeat

Repeat again

and again . . .

Group Owner Training Guide Online, In-person SessionsEmail Updates, Invites

81

#5: Empower Others to Act on Vision

Pilot process

Training

Use casesCORE Champion (advanced-level, half-day) Training Class in Tulsa

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#5: Empower Others to Act on Vision

Knowledge documents and reference guides at various levels

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#6: Create Quick Wins

Highlight success stories

Launch CEO and leader blogs

Transition existing intranet content

Mike White, CEO Joe Bosch, EVPChief HR Officer

Romulo Pontual, EVPChief Technology Officer

Paul Guyardo, EVP, Chief Revenue & Marketing Officer

Mike Benson, EVP Chief Information Officer

Caroline Leach, VP, Communications

CORE Genius Award Presented at Team Meetings

Leaders Using Blogs to Engage Their Teams, Broader Workforce

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#6: Create Quick Wins

Mike White, CEO

85

#7: Build on the Change

Showcase new ways of working

Expand CORE champions

And deal with the challenges

86

#8: Institutionalize the Change

IT support model for cloud applications

Expansion to frontline employees

Enhanced features

Next-gen productivity metrics

The Numbers to Date . . .

87

121,000+ 3,600daily page viewsand at least that many fewer emails in inboxes

13,000communities from every DIRECTV

Department; 1/3 are public

pieces of content50% are documents uploaded

or created in CORE

85%adoption

by the U.S.-based employees (excludes CSRs, Technicians)

CORE scope of use is at / ahead of other companies using these platforms.

8,099

YTD (as of May 9, 2014)

3,716

881

Active users

Participating users

Contributing users

www.PrescientDigital.com

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Questions

toby@prescientdigital.comwww.PrescientDigital.com

www. IntranetBlog.com

@TobyWard416.926.8800

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Toby Ward