content governance workshop confab 2015
TRANSCRIPT
Kathy Wagner & Melissa Breker
Co-Founders, Content Strategy Inc
@Kathy_CS_Inc + @ melissabreker
#ConfabMN + #contentgov
Magic.
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Enterprises fail at execution fail at execution fail at execution fail at execution because
they neglectneglectneglectneglect the most powerful
drivers of effectiveness:
decision decision decision decision rights rights rights rights & & & & information flowinformation flowinformation flowinformation flow.
Harvard Business Review, The Secrets to Successful Strategy The Secrets to Successful Strategy The Secrets to Successful Strategy The Secrets to Successful Strategy Execution Execution Execution Execution by by by by
Gary L. Neilson, Karla L. Martin, Elizabeth Powers, June 2008.
Melissa’s Bio
• Grew up wrestling
crocodiles in
Australia
• Transitioned out of
marketing into
content strategy
• Fell in love with
supporting change
Today I help change the way people think about content through teaching,
mentoring, partnering with others, and running workshops.
Kathy’s Bio
• Grew up reading and
daydreaming
• Moved through technical
communications &
customer experience
• Have been doing content
strategy my entire life
Today I help change the way people think about content by shining a light in
dark corners and cleaning out content cobwebs.
And what about you?
• 60% are just getting started in content
governance.
• 25% are already awesome at it and want to
swap notes.
• 15% don’t know where they fit, but seem
pretty worried about content governance.
• Personal intro
• One thing you love
• What’s important to
you about content
governance and
why?
Small Group Introductions
Overview
Morning
Maturity Models
Governance Models
Roles and responsibilities
Success Metrics
Afternoon
Decision-making and Support
Processes
Information Systems & Workflow
Change Management
Overview
Morning
Maturity Models
Governance Models
Roles and responsibilities
Success Metrics
Afternoon
Decision-making and Support
Processes
Information Systems & Workflow
Change Management
In this workshop, you’ll learn
how to identify, define, and
evangelize content
governance solutions for
your organization.
Your goals: • Different approaches and models
• How to convince stakeholders
• Practical tools
• Metrics-based governance
• Best practices
• Collaborative problem solving
• Get a plan, and a plan for making the plan happen
Content Process Maturity Model
Get a detailed version of this model here: http://www.contentstrategyinc.com/wp/wp-content/uploads/2015/01/Content-Strategy-
Inc-Content-Maturity-Model-2014.pdf
People
The people who do the work, their roles
and responsibilities, and the skills and
experience that help them to do it well.
Success Metrics
How success is measured, and whether or
not the success of one group helps or
hinders the work of another.
Decision Making & Support
How decisions get made at every level, and
the tools that help people to make or
execute those decisions.
What do we hear
from clients?
“This is so embarrassing. We’re the
worst.”
“But nobodynobodynobodynobody does it well, do they?”
“In some ways we’re managed and
sustained, and in other ways, we’re
ad hoc.”
What we heard
from you:
We have no
formalized process.
We have very little
content governance.
We’re a well-oiled
machine.
CharacteristicCharacteristicCharacteristicCharacteristic ExplanationExplanationExplanationExplanation
Leadership How content strategic vision, direction, and oversight is
provided.
Ownership How accountability is assigned to make sure that
content aligns with vision.
Author distribution How authors are distributed in and between
departments.
Authoring roles How content roles are assigned and distributed. (Eg:
Subject expert, writer, editor, etc)
Approval process How approval roles are distributed throughout roles,
departments, and the content process.
Publishing rights How rights to use the CMS to create, edit, delete,
change, or publish content are assigned.
What are the governing
responsibilities?
Advantages:
• Strategic alignment
• Global consistency
• Quality content
• Content reuse and
repurposing
• Simplified project
management
• Skill building
• Accountability
Disadvantages:
• Needs considerable
staff and resources.
• Relies on process for
cross-functional
communication.
• Can form a
bottleneck if not
efficient and
responsive.
Centralized and decentralized models refer to
the reporting structure, not physical
distribution.
In a centralized model, writers can sit within
different product teams.
Important to note:
Important to note:
So that a
centralized
content team…
…can actually sit within multiple other teams.
Advantages:
• Harness the efforts of
many authors
• Costs and resources are
spread throughout the
organization
• Reduces content
publishing bottleneck
• Easier to publish and
update quickly
Disadvantages:
• Editorial and quality
control checks are
difficult to implement.
• Global and strategic
coordination is
difficult.
• Often, non-writers
need to acquire
content and CMS
skills.
How do you decide?
Business goals
Maturity model goals
Organizational culture
Management style
Scalability
Ease of execution (readiness for change)
As content specialists, we often prefer the
idea of a centralized model.
It allows for maximum control over content
strategy, quality, and functionality.
BUT…
1. What are the barriers to changing
your content governance models?
Different group of 4 – 6.
Brainstorm & Discuss.
Use sticky notes, one idea per note:
2. What are the benefits of changing
your content governance models
Reflection… Think, pair, share.
Find a partner and tell
them the one most
significant barrier and
benefit for your
company.
Titles are not roles
In practice, titles are often meaningless or confusing.
Ideally, titles should provide information about that person’s role.
Some content roles
Writer
Translator
Editor
Reviewer
Approver
Strategist
Designer
Information architect
Publisher
Photographer
Videographer
Project manager
Analyst
What happens if roles are not clear?
• Concern over who makes decisions
• Blaming others
• Out of balance workloads
• “Not sure, so take no action” attitude
• Questions about who does what
• A “we-they” attitude
• A reactive work environment
• Poor morale
• Don’t know where to go to get answers
Just a few writing-specific skills
Web writing
Marketing
Journalism
Technical writing
Creative writing
Blog writing
Business writing
Editing
RACI best practices: Responsible
One or more people need to be
responsible.
Things to think about:• If one person has many Rs, they may have more
work than they can handle.
• If one deliverable or activity has many Rs, can
tasks be more streamlined so team members
have more autonomy?
RACI best practices: Accountable
Ideally, only one person should be
accountable.
Things to think about:• If nobody is accountable, then there is a high
risk of not meeting project or strategic goals.
• For complex situations, there may need to be
more than one person accountable. This will
simply take longer to move through approvals.
RACI best practices: Consulted
Several people may be consulted.
Ensure two-way communication.
Things to think about:• Too many Cs lead to swirl and slow down the
process.
• Too few Cs can result in poor quality through
lack of accuracy or strategic alignment.
RACI best practices: Informed
Several people may be informed.
Communication only goes one way.
Things to think about:• If there are a lot of Is, find ways to inform people
in batches, at logical intervals.
• Develop a system (preferably automated) to
inform people.
A RACI can help at different levels
For example:
• Organizational content RACI
• Channel-specific content RACI
• Project-specific content RACI
What do we hear
from clients?
“Nobody wants to
give up control.”
“We don’t know
what anyone else does.”
“We’re all executers.
There are no leaders.”
Complete the RACI quiz
Use your work environment, or your
imagination + Oh My Kale Smoothie
Company (OMK) .
Share your answers and discuss with
a partner.
In different groups of 3 or 4:
Complete a RACI for a work scenario you’re
facing, or for this OMK scenario:
• Create 3 new web pages of step-by-step
instructions including photos and a video.
Tip: Tip: Tip: Tip: Take a look at the roles on the wall!
Business goals
• Align with business strategies
• Align with other business processes
• Reduce costs
• Reduce time to publication
• Meet the needs of products, devices, or
technologies
• Improve employee engagement and
satisfaction
• Improve consistency of customer experience
Employees want to:
• Do good work
• Feel ownership over their work
• Grow their skills
• Understand the bigger picture
• Enjoy what they do
• Enjoy who they work with
• Feel supported
Success criteria needs to tie into a
solid business strategy and high-
level business goals.
Include:
• Business goals
• Employee goals
Key Performance Indicators (KPIs)
Shape success criteria into specific,
prioritized performance goalsprioritized performance goalsprioritized performance goalsprioritized performance goals.
For example:
New content needs to be published 20%
faster than before.
Tip: Tip: Tip: Tip: Assign an owner for every KPI!
Metrics
Refine the KPIs into numeric, measurable
metrics.
For example:
• By year end, 80% of our content team will
be using the new processes.
• There is a 5% increase in employee
satisfaction scores from content
employees.
Benefits of KPIs and metrics
They allow:• Success to be assessed and celebrated
• ROI to be estimated
• Ongoing viability to be tracked
• Lessons to be learned
• A way to hold ourselves accountable
• A foundation for continuous improvement
Which decisions need to get made?
From Lisa Welchman, Managing Chaos, 2015
As content
strategists, we
most often look at
these things.
To make sure that decision making is:
• Based on strategic goals
• Consistent
• Scalable
• Learnable
• Sustainable
• Measurable
A content
support tool
communicates
decision points
that have already
been made, or
provides strategic
guidance for
making ongoing
decisions.
Policies
Policies support decision making by
communicating company values or
mandates related to a specific area.
~ Dictionary.Reference.com
Create policies when:
• The actions of employees indicate confusion
about the most appropriate way to do things.
• Guidance is needed about the most suitable way
to handle various situations.
• Needed to protect the company legally.
• Needed to keep the company in compliance with
governmental policies and laws.
• Needed to establish consistent work standards,
rules, and regulations.
From: http://humanresources.about.com/od/policiesandsamples1/a/how_to_policy.htm
Policy example
All static web content needs to be
reviewed annually to ensure it
remains up-to-date, accurate, and
relevant.
Decision Trees
~ Wikipedia
Marcia Riefer Johnston
http://writing.rocks/how-to-write-a-sentence-infographic/
Create decision trees when….
• You need to understand the problem, the options,
and the outcomes.
• You need to fully analyze the possible
consequences of a decision.
• You need make the best decisions on the basis of
existing information and best guesses.
Content types & attributes
Content types share a common structure and
purpose.
Content attributes are the chunks of content that
make up the structure.
These support editorial and design decision-
making by defining specific page constraints.
Content attributes of a Recipe
content type
Recipe name &
accreditation
Image
Social sharing
Introduction
Yield & cooking
time
Ingredients
User ratings
Ad
“From our friends”
external linking
Ad
Interactive tool,
calculator, survey
Define content types and attributes when:
• You want consistency across similar page types.
• Content re-use is a current or upcoming priority.
• You are moving towards an intelligent content approach.
Use style guides when:
• You need consistency of style and usage across multiple pages or multiple authors.
Eliminates the need for authors to constantly make minor, often arbitrary, decisions.
BUT, make sure you have a maintenance plan!
What do we hear
from clients?
“The squeaky wheel gets their
content on the home page.”
“We keep inventing the wheel
again and again.”
“We have a style guide. It’s on the
shelf. It’s outdated.”
Group exercise: Tool tables x 2
1. Each table has a different tool.
2. Choose a table.
3. Practice creating a decision-making
support tool for your company or Oh My
Kale Smoothie Company (OMK).
4. Share and discuss with your table team.
5. When we signal 20 minute mark, move to
one more table.
5 min: Personal
reflection…Write down, or just close your
eyes and think about:
- How this can apply to work.
- Tools to investigate further.
- Questions you still have.
In nature, we never see
anything isolated, but
everything in
connection with
something else.
Johann Wolfgang Van Goethe
What is a business process?
Process
Sub-process 1
trigger result
“A process is a collection of interrelated
activities, initiated by a triggering event,
which achieves a specific, discrete result.”
Sub-process
2
Sub-process 3 Sub-process
4
~ Alec Sharp, Workflow Modelling, 2008
Why formalize and standardize processes?
To:
• Align operations with business strategy
• Improve team and cross-team communications
• Increase control and consistency
• Improve operational efficiencies
• Make training faster and easier
Basically, so that people know what they’re supposed to do.
Detailed
processes
Lines of visibility: Lines of visibility: Lines of visibility: Lines of visibility:
Who does what
when they hold the
work.
What do we hear
from clients?
“We don’t really follow any
organized process.”
(But they actually do!)
“Our team needs autonomy,
so they don’t want process.”
Group exercise
Complete this process:
Design & Create Content
Roles within the process:
1. Content designer
2. Writer
3. Illustrator
4. Editor
5. Publisher
Group exercise
We’ll assign you each a role in a content process.
Watch your team-mates, but don’t advise or consult.
That’s not your role!
When we ring the bell, When we ring the bell, When we ring the bell, When we ring the bell, the Content Designer Content Designer Content Designer Content Designer will
open the secret sealed instructions.
There’s A PRIZE for the winning team!
Ready…. Set….
Basically, they’re technologies that
support people in getting work done.
Information Systems
~ Wikipedia
Some examples of content
information systems:
• Content management systems
• Data asset management systems
• MS Word
• Dropbox
How do you know which are the right
systems to use?
It depends!On:
• Business and content goals
• Budget and resources
• Management and working style
• Use cases
A workflow is how the work moves
within and between information
systems.
This includes both human/technology
interactions and automated processes.
Eg: CMS authoring workflow
Why formalize and standardize workflow?
To get all the same benefits as other processes, PLUS:
• Even greater reduction in cycle time
• Decreased human resource time, cost, and dependency
• Reduction of risks and delays caused by human error
• Improved and more efficient management
How do you know if you need a
workflow?
• Employees need to share information
• Processes are complex and dynamic
• There are urgent priority processes (events)
• Quality is the highest priority
• Processes are recurring
• Processes change over time
When planning IS and workflows
Think outside
of the content
team.
What other
departments or
functions need to
be included?
What do we hear
from clients?
“Email is our primary
communication tool.”
“Our systems don’t speak
to each other.”
What content problems
does your business have
that information systems
and workflow could help
with?
Workflow exercise in groups of 3 or 4
Refer to the handout: Workflow Group Exercise
Step Step Step Step 1:1:1:1: Complete the worksheet handout.
Step 2:Step 2:Step 2:Step 2: Using a large poster paper, design a workflow
and then post it on the wall.
Reminder:Reminder:Reminder:Reminder:
A workflow is a kind of process.
Think about Trigger > Process > ResultTrigger > Process > ResultTrigger > Process > ResultTrigger > Process > Result.
What We Said and What We Did
WE SAIDWE SAIDWE SAIDWE SAID ACTIVITYACTIVITYACTIVITYACTIVITY DELIVEREDDELIVEREDDELIVEREDDELIVERED
Methodologies to help you discover
the best governance model
Governance models –
4 approaches
YES
How to view content creation as a
cross-functional process, regardless of
your governance model
Content Pillars
Roles
Process
YES
How to identify the information
systems, guidelines, and processes to
best support you
Workflow
Information Systems
Process
Content tools
RACI
YES
How to identify where your
organization fits in the content
maturity model, and how to progress
Content maturity model
Content Pillars
YES
What We Said and What We Did
WE SAIDWE SAIDWE SAIDWE SAID ACTIVITYACTIVITYACTIVITYACTIVITY DELIVEREDDELIVEREDDELIVEREDDELIVERED
The difference between process
and workflow
Process
Information Systems and
Workflow
YES
How, why, and when to articulate
and communicate content
processes and workflows through
different types of diagrams
Workflow
Information Systems
Process
Line of Visibility
RACI
YES
How to integrate the five content
support pillars above, at every
step
Governance definition
Maturity model
5 pillars
Governance models
Roles and Responsibility
Content success metrics
Decision making and support
Process
Workflow and Info Systems
YES
Walk around the room.
Write down the questions you still
have about:• Content maturity model
• 5 pillars of content governance
• Content governance models
• Content roles and responsibilities
• Content governence success metrics
• Content decision-making and support
• Content processes
• Content information systems and workflows
“We cannot teach
people anything:
we can only help them
discover it within
themselves.”
Galileo Galilee
Common challenges
• Lack of resources
• Lack of cooperation or collaboration
• Lack of clear leadership and support
• Inability to set priorities
• Difficulty hiring skilled employees
• Lack of organizational maturity
Q1Q1Q1Q1 Q2Q2Q2Q2 Q3Q3Q3Q3 Q4Q4Q4Q4
DefineDefineDefineDefine & & & &
ttttestestestest----drive:drive:drive:drive:
New
processes &
roles
CMS workflow
Success
metrics &
toolkit
Expand &
refine
Goal:Goal:Goal:Goal:
Select teams
& pilot
projects
Start
authoring in
CMS
Start
measuring
Roll out
throughout
organization
Educate & advocate
Roadmap
1. Practice content strategy
2. Demonstrate positive results
3. Provide tools and resources
4. Become expert content advisors
5. Advocate and educate
No control or authority?
Influence like crazy!
How?
Relative AdvantageRelative AdvantageRelative AdvantageRelative Advantage:
To what degree is an
idea perceived as better
than existing standard?
The Myths of Creativity: David Burkus
How?
CompatibilityCompatibilityCompatibilityCompatibility:
How much is the idea
an apparently logical
extension of the
status quo?
The Myths of Creativity: David Burkus
How?
Complexity (or Complexity (or Complexity (or Complexity (or
simplicity): simplicity): simplicity): simplicity):
How easily can
people understand
the changes?
The Myths of Creativity: David Burkus
How?
TrialabilityTrialabilityTrialabilityTrialability: : : :
How effortless it is for
the target group to
interact with the new
concepts or
experiment with
governance.
The Myths of Creativity: David Burkus
How?
Observability: Observability: Observability: Observability:
How noticeable are
the results.
The Myths of Creativity:
David Burkus
Prepare for change
http://www.octopus-hr.co.uk/hrmoz/article/the-neuroscience-of-change.aspx#sthash.9luchxSt.dpuf
Tips for communicating change
1. Communicate in person
2. Talk about emotions
3. Be as honest as you can
4. Talk in plain language
5. Talk from the heart
6. Understand their perspective
7. Be prepared for frustration
What do we hear
from clients?
People don’t want to give up
control
It’s hard to make time for
change
We’ve tried before, but we slip
back to our old ways
What do we hear from clients?
“The end product has helped us
through content development and
approvals in a fraction of the time
that it would normally take.”
~ BC Hydro
What do we hear from clients?
“Thank you. We now have a regularly
scheduled content meeting where we
share a common vision for content.
We’re on the same page.”
~ CFA Institute
What do we hear from clients?
“Having a defined process for
content has reduced frustration
and cost.”
~ Income Access
Things to do next week
1. Review these slides and your notes.
2. Identify one small step forward.
3. Take action!
4. Let us know what you did: