intranet governance sept 2009 slideshare
DESCRIPTION
As is the case with most websites or intranets it is simply impossible to achieve any long-lasting success without a clearly defined ownership and management structure. Intranet governance provides clarity and rules: namely the titles, roles and responsibilities of its owners, managers, stakeholders and contributors. However, at the heart of a successful model, is a powerful executive with purse strings, supported by a solid intranet team. This presentation discusses how to build an intranet governance model, and the options for doing so.TRANSCRIPT
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Toby Ward, Prescient Digital Media
Intranet Governance: How to Run an Intranet
Condensed version. Please contact us for full version.
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Toby Ward CEO, Chief Blogger, Prescient Digital Media We build highly effective websites & intranets
Clients include:
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution33+
Additional info on…
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Agenda
Defining governance & ownership The four models of governance Sample models Case study example Standards & policies Recommendations Free Consulting / Open Q&A
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Think about… Do you have real intranet authority? Do the owners? Do groups / units / divisions do what they want or threaten
to?
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Governance
Defines the ownership and management model.
Management team
Roles & responsibilities
Decision making process
Policies & standards
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
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
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
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 meeting
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Walk the walk Change their mindset – talk their talk
Sell it: show ‘em the money
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
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
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Nexus of Intranet Success
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
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 concept
Show examples Show the recommended structure
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
The whole business
The website is not just a tool – it’s 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
Governance Models
Decentralized (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
Governance Models
Collaborative / 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
Healthcare – Collaborative Governance
CEO
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)
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Editor-In-Chief
Intranet Council
Co-Champions
CIO & VP
Editorial Committee
Corporate Communications
Advisory Group
Human Resources
Collaborative Governance Model
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Financial Svcs – Centralized Hybrid
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Case Study: Collaborative
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
PNC Bank Intranet – Collaborative Model
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Case Study: Centralized Hybrid
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Centralized Hybrid
Content Contributors
Editor in ChiefIntranet Advisory
Council
Intranet OwnerIS&T Support
Government Services
DiversityHealthcare Services/Laundry
Finance
EducationMarket
CorporateServices
Key Geographies
Content Area Owners
Senior Leadership Champion
Steering Committee
HR
Supply Managemen
t
MarketingLaw
IS&T
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Sample structure – Centralized Hybrid Champion: Chief Operating Officer Owner: SVP, Internal Communications Steering Committee: Representation from:
IS&T, HR, Internal Communications, Europe, USA, UK Steering Committee members must be representative of the
global organization Editor-in-Chief: Internal Communications A “people-centered” approach to design & Info Arch Similar structures set up for each geography
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Day-to-day Management
Home page, corporate content and news owned by Editor-In-Chief
Training of the content owners done by IS&T
Content owners adhere to standardization policy and ensure their content is:
Up to date Written in web format Appropriate for their target audience Evolving to meet the growth and needs of the organization
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
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
Owner The 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
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
Intranet Steering Committee Chaired by Intranet Owner or Champion include divisional
communicator’s and President’s 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
Owners, Authors, Contributors
Site 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 sections
Site owner – owner or manager of site or sectionAuthor – writes the content on a site or sectionContributor – provides the idea or suggestion for content
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
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 expert
Representation from Divisions and Corporate Meetings to be conducted quarterly, with a focus on:
developing and driving content navigation/usability testing
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
IS&T Support Team Install, support and maintain new CMS / portal / platform &
infrastructure including analytics reporting Work with vendors to provide support with respect to
hardware/software requirements Report to Owner and Intranet Steering Committee any limitations or
enhancements available to the new intranet Make recommendations and provide immediate feedback to future
intranet enhancements Implement and maintain applications
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Policies & Standards
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Standards & Policies
• Explicitly defined and documented standards & polices are a CRITICAL NECESSITY to...
o create a uniform user experienceo protect and secure information and intellectual propertyo contain sprawl and reduce associated costso ensure accuracy and consistency of content
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
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
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
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Government of Western Australia
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Government of Western Australia
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Government of Western Australia
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Government of Western Australia
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Government of Western Australia
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Consensus is key
Make sure supporters & dissidents have a voice & know the model
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Think about… Do you have real intranet authority? Do the owners? Do groups / units / divisions do what they want or threaten
to?
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution4646+
Your homework
Create “About this site”
The owner
Roles & responsibilities
Standards
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Reading IntranetBlog.com Intranet 2.0: Social Media Becomes Mainstream www.PrescientDigital.com
Consulting Help Governance Workshop www.PrescientDigital.com
www.PrescientDigital.com
www.PrescientDigital.com
Free consulting / Q&A
Toby Ward, President, Prescient Digital Media
[email protected]. IntranetBlog.comwww.Twitter.com/TobyWardwww.Twitter.com/Intranet2www.Facebook.com (search “Intranet Global Forum”)416.986.2226
50