intranet governance sept 2009 slideshare

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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.

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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.

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Page 1: Intranet Governance Sept 2009 Slideshare

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.

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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:

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Additional info on…

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Agenda

Defining governance & ownership The four models of governance Sample models Case study example Standards & policies Recommendations Free Consulting / Open Q&A

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Think about… Do you have real intranet authority? Do the owners? Do groups / units / divisions do what they want or threaten

to?

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Governance

Defines the ownership and management model.

Management team

Roles & responsibilities

Decision making process

Policies & standards

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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

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C-level Power The most successful intranets have c-level champions

The greatest barrier to success is politics

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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

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Walk the walk Change their mindset – talk their talk

Sell it: show ‘em the money

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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

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Nexus of Intranet Success

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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

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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

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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

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Governance Models

Collaborative / Federated Executive champion Steering Committee / Council Decentralized content ownership; centralized platform

Centralized Hybrid Single owner (usually department) Bureaucratic Highly controlled

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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)

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Editor-In-Chief

Intranet Council

Co-Champions

CIO & VP

Editorial Committee

Corporate Communications

Advisory Group

Human Resources

Collaborative Governance Model

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Financial Svcs – Centralized Hybrid

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Case Study: Collaborative

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PNC Bank Intranet – Collaborative Model

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Case Study: Centralized Hybrid

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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

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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

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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

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Champion(s)

Champion will participate in:

Supporting owner and committee Representing intranet to senior executive Source of funding Trouble-shooting and conflict resolution

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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

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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

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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

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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

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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

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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

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Policies & Standards

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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

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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

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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

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Government of Western Australia

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Government of Western Australia

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Government of Western Australia

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Government of Western Australia

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Government of Western Australia

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Consensus is key

Make sure supporters & dissidents have a voice & know the model

Page 45: Intranet Governance Sept 2009 Slideshare

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?

Page 46: Intranet Governance Sept 2009 Slideshare

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Your homework

Create “About this site”

The owner

Roles & responsibilities

Standards

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Reading IntranetBlog.com Intranet 2.0: Social Media Becomes Mainstream www.PrescientDigital.com

Consulting Help Governance Workshop www.PrescientDigital.com

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www.PrescientDigital.com

www.PrescientDigital.com

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Free consulting / Q&A

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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

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