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
69
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
82
#5: Empower Others to Act on Vision
Knowledge documents and reference guides at various levels
83
#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
84
#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
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