Intranet content management (webinar)
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The webinar presentation deck for "Intranet Content Management in a Social World" webinar, presented by Toby Ward, Founder, Prescient Digital Media. Learn how to create, publish, and manage great content across multiple departments and publishers; and how to ensure old and bad content is renewed, archived or deleted. A how-to 60-minute webinar hosted by Toby Ward, founder of Prescient Digital Media and the Digital Workplace & Intranet Global Forum conference series. You will learn: - Rules for creating intranet content - Intranet governance - Empowering employees to create the RIGHT CONTENT - Dos and Don'ts for content management and SharePoint
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Intranet content management (webinar)
- 1. 1 INTRANET CONTENT MANAGEMENT In a Social World
- 2. 2 TOBY WARD Founder, Prescient Digital Media
- 3. • “The search engine sucks.” • “I can’t find anything.” • “I just use email.” Typical Intranet 3
- 4. Think About… 2 • Does everyone know who owns the intranet? • Do you have detailed content policies? • Do you have detailed job descriptions for content creators/publishers? • Does all content have an expiry date?
- 6. Content Management (CM) • The means by which content is created, stored, accessed, and reused
- 7. • Effective content management requires: • Organizational processes and rules • Motivated and active providers and writers • Engaged users • Technology CM Requirements
- 9. Web Content Management (WCM)
- 10. Enterprise Content Management (ECM)
- 14. T H E I N T R A N E T E X P E R T S
- 15. 15Intranets & Digital Workplaces
- 16. 16 • … ‘ 2001 2005 2011 Expanded client base across North America and Europe. Growth Expanded solutions for the entire Digital Workplace. Digital Workplace Launched in Toronto. Start Full implementation services, and SharePoint expertise. Implementation Focus on assessment, planning, governance of intranets. Intranets Intranet Experts for 17 years Multiple awards including the prestigious Webby & Golden Quill Awards. Awards 2016 New offices in New York City & Vancouver New Office Locations
- 17. Clients
- 18. From Concept to Live End-to-End Services • User experience design • Information architecture • Dynamic wireframes • Navigation flows • Taxonomies Design • Stakeholder engagement • Constituent analysis • Focus groups • User surveys • Content analysis • Technical ecosystem assessment Assessment • Development • Configuration • Integration • Content migration • Desktop, mobile. • Technology agnostic. • Expertise in SharePoint Implementation • Strategic plan • Solution roadmap • Engagement plan • Governance model • Content management plan • Social/collaboration strategy • Technical architecture Planning • Content creation • Operations management • Change management • Solution product management • Analytics • Search optimization. Operations Listen. Understand. Deliver.
- 19. 19The Digital Workplace It's people and process, not merely technology Technology is an enabler, not an outcome Technology Every intranet must have a strategy with measurable goals Planning Adequate staffing, budget, and change management Resources A detailed & documented ownership & management model Governance The digital glue that binds together the digital workplace Search Content is king, and what people seek and need Content
- 20. 20The Intranet Gateway Gateway to the Digital Workplace CRMSocial RMS Shared Drives DAM Email eNewsletter eMarketing Website Extranet ERP Intranet
- 21. Intranet Process First Dedicated Intranet Methodology 21
- 22. Governance is key to planning 22
- 23. • Decentralized (most common in larger orgs.) • No single owner • Driven by policies and guidelines • Organic growth, often leads to site sprawl • Centralized (more common in small orgs.) • Single owner (usually department) • Bureaucratic • Highly controlled Traditional Governance 23
- 24. • Collaborative / Federated • Steering Committee / Council • Decentralized content ownership; centralized platform • Bureaucratic • Centralized Hybrid • Single owner (usually department) • Bureaucratic • Centrally controlled Modern Governance 18
- 25. 25Strictly Confidential © 2015 Prescient Digital Media Not For Distribution Centralized Hybrid 21
- 26. 1. Detail content publishers, types & needs 2. Determine content structures & current practices 3. Determine how to measure effectiveness 4. Define user requirements and access/rules (e.g. personalization) 5. Define processes, rules, and guidelines 6. Define content storage/retrieval mechanism & review software (CMS) Planning
- 27. • 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 Every page must have
- 31. 24
- 36. • Assessment: of current content and processes. • Creation: of detailed information architecture and wireframes, taxonomy, metadata, workflow and documentation including policies. • Publishing: posting, applying tags, categories, expiry date, etc. • Management: repurposing, rewriting, creating, maintaining, monitoring, and archiving. • Maintenance: storing, accessing, reusing/repurposing and resourcing. • Measurement & Growth: analytics and analysis. Content Management Plan
- 39. • Content Management Policy: • 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 • Taxonomy (Managed Term Store) Policies 27
- 40. CMS Technology
- 42. • 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 CMS Features
- 43. • $0 - $ Millions • Business + functional requirements determine cost • Final budget will be determined by the end solution CMS Budget
- 44. 44Genuine Parts Company Intranet Portal The main intranet powered by SharePoint 750,000 page views per day Digital Assistant powered by their own proprietary solution called Workgrid. AI Powered Digital Assistant 22,000 + Users Genuine Parts Company, best known for the NAPA Auto Parts brand, has 1000 company owned stores 5000 independent stores, and 57 distribution centers. © Genuine Parts Company. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
- 45. Security Groups and Content Matrix • Complex User Base • User Mgmt. System • Internal & External AD • Clean Peoplesoft Data • Clean AD Groups • Security Matrix Getting it right:
- 46. Newsletter – Keeps Users Coming Back
- 47. Design First / Mobile First Philosophy
- 49. Maintenance & Service Level Agreements
- 51. 51Microsoft Office 365 The main intranet powered by SharePoint 750,000 page views per day The ubiquitous cloud solution is the main technology platform for the Microsoft digital workplace.. Office 365 100,000 + Users The technology giant uses their own solutions internally with employees and operates in more than 100 countries.. © Genuine Parts Company. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
- 52. Company division: Microsoft 365 Marketing
- 53. Company division: SharePoint, OneDrive, Yammer & Office engineering “OXO Commons”
- 54. 54Capital Power SharePoint Intranet The main intranet powered by SharePoint 750,000 page views per day The ubiquitous cloud solution is the main technology platform for the Microsoft digital workplace.. Office 365 100,000 + Users The technology giant uses their own solutions internally with employees and operates in more than 100 countries.. © Capital Power. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
- 55. capitalpower.com Desired end result Prioritized content
- 56. capitalpower.com Desired end result Engaging content
- 58. capitalpower.com Desired end result Enhanced search: Content
- 59. capitalpower.com Desired end result High-interest employee content
- 60. capitalpower.com Desired end result Content targeting
- 61. 61Liberty Mutual Digital Workplace Assistant The main intranet powered by SharePoint 750,000 page views per day Digital Assistant powered by their own proprietary solution called Workgrid. AI Powered Digital Assistant 50,000 + Users Liberty Mutual is a large, Fortune 500 financial services company with more than 50,000 employees. © Liberty Mutual. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
- 62. The Complexity of Today’s Workplace Today’s Workplace Digitizing processes and transactions has led to enormous complexity MOBILE SOCIAL CLOUD ANALYTICS
- 63. And From this Complexity We Heard From Employees… Missing Important Communications Employees were frequently missing important announcements and time-sensitive reminders. Delayed Approvals Managers were losing approvals amongst other emails, blocking important work or requests from being completed. Too Many Login Screens Many systems do not support Single Sign-On, requiring employees to manually type their username and password over and over. Too Many Steps If often took 10-15 clicks for employees to complete simple transactions like approving an expense report or timesheet. Time Wasted Context Switching Employees would lose valuable time jumping from one system to another to complete tasks or lookup common information. Disconnected Corporate Systems With each corporate department buying their own best-in-class SaaS and vendor systems, it left a siloed impression of these groups. Ignored Intranet Content and Communications Information on the company intranet and other communications weren’t personalized enough for employees to actually stop and read. Complex Employee Experience With no system to bring it all together, each vendor or SaaS product had a completely different user experience from the other. Difficulty Finding Information Employees didn’t have a single tool to ask basic employee questions like “what is the time off policy?”, ”what’s on the café menu?”, or “how do I report a system outage?” Cognitive Overload With too many systems for employees to use, key information and tasks were spread across multiple systems wasting valuable employee time and increasing frustration.
- 64. 90% of the data in the world today has been created in the last two years alone Source: IBM
- 65. Background Management Meeting NEW Workgrid Starting in late 2013, Liberty Mutual began work on what would become a digital assistant for the enterprise. In 2014 we iterated through prototypes of the tool and evolved the digital assistant based on employee feedback. In early 2015 we did our official launch of the digital assistant with Liberty Mutual managers first, followed by the remaining 50,000 employees.
- 66. Mobile Application Management Meeting NEW Desktop Notifier AppIntranet Toolbar
- 67. Microapps Persistent micro-apps that highlight important information from your work, employee systems, and more. Changes and edits in the apps sync back to the source system. Reduce the need for employees to log into many systems.
- 68. Unlike email, they expire (no need to manage / delete them). Ensure employee has seen the notification before it archives. Elevates company and team information outside of email.
- 69. Mixing Transactions and Content Concur Travel 54 mins ago Your Trip to Miami Your flight from Boston, MA (BOS) to Miami, FL (MIA) is schedule for tomorrow. BOS MIA Boston Miami American Airlines 1006 Feb 17 2018 10:03am Terminal N Gate T9 Departure: Feb 17 2018 1:15pm Terminal B Arrival: TRAVEL VIEW DETAILS Security review of the new Miami facility and stakeholder meetings. Summary Chrome River Expense Report 30 mins ago Samuel Jennings Expense Report EXPENSE APPROVE REJECT 42 12 Commented in Jive Kayleigh McKerson VIEW CONVERSATION I didn't realize MS RDC was available through the App Store—awesome. I've had good success with CoRD, an open source alternative, although I don’t know if it’s on the approved list. Remote Desktop Connections in OSX 5 mins ago TRAVEL SOCIAL N Navit Internal Communications 5 mins ago 5 Essential Tips for Business Storytelling WEBINAR Learn from Jacob Simpson, Leadership Communicator, about the best ways to communicate your message. 42 12 Liberty Internal Communications
- 70. Intranet Design Principles Next Webinar – November 21, 2018 70
- 72. 72
- 73. IntranetGlobalForum.com New York, City - October 8 & 9, 2019 73
- 74. Questions Use panel on right to submit a question 74