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Transcript of Building an Intranet Governance Strategy Joseph Busch and Zach Wahl Project Performance Corporation...
Building an Intranet Governance StrategyJoseph Busch and Zach WahlProject Performance CorporationMonday, November 15, 2010; 9:00 AM - Noon
Agenda
• What is Intranet Governance?
• Governance Team Charter
• Governance Team Structure
• Governance Team Job Descriptions
• Content Lifecycle and Archiving Policy
Building an Intranet Governance Strategy2
What is Intranet Governance?
• Intranet Governance is the set of roles, responsibilities, and processes that need to be put in place to guide the development and use of an intranet so that it will remain consistent and cohesive as it evolves over time.
– The Governance team sets up and maintains the “rules of the road” for the Intranet; they are not the “traffic cops” that enforce them.
• Governance Artifacts are items such as process documents and editorial standard guides that are used in the governance processes.
Building an Intranet Governance Strategy3
Sustainability
• Initial efforts can quickly be degraded without effective governance.
• Lack of oversight will result in poorly named content and folders.
• Lack of coordination will result in duplicated, inappropriate, or incorrectly placed content.
Time from Rollout (months)
Documents in Directory: 10,000Folders in Directory: 90Directory Depth (Levels): 4Duplicate Content: 0
Documents in Directory: 20,000Folders in Directory: 150Directory Depth (Levels): 7Duplicate Content: 5,000
Documents in Directory: 40,000Folders in Directory: 250Directory Depth (Levels): 15Duplicate Content: 15,000
Building an Intranet Governance Strategy4
Risk Acceptance
• Governance model will be driven by willingness to have incorrect, inappropriate, or obsolete materials online.
Approvals Required Prior to PublicationImmediate Content Publication
Certified Publishers and OwnersFully Democratized Publication and Editing
Centralized Governance BodyNo Official Governance
Building an Intranet Governance Strategy5
• Different applications have different governance requirements.
Wikis
Blogs Social Tagging
Social Networking
Web Content Management
Portal Document Management
Records Management
Looser Tighter
Less Complex More Complex
Building an Intranet Governance Strategy6
Level of Control
• Decides on the initial processes (including roles & responsibilities), tools, and training that contributors will use to create the site content.
• Does not create or change the content, but checks on its overall quality, its overall compliance to standards, and the usability of the intranet.
• Changes the processes, tools, and training to deal with problems that are uncovered during operations.
Authors & Approvers do this:
Governance Committee does this:
Building an Intranet Governance Strategy 7
What Does an Intranet GovernanceCommittee Do?
Governance Scope & Components: Overview (1)
Scope Components
Look & Feel Design guidelines: colors, typefaces, formatting, page sizes, page templates, etc.
Editorial Style Style guide, writing guidelines, copy editing, accessibility, etc.
Content Content scope, author/review process, ROT (redundant, outdated, and trivial) content elimination, non-HTML content, lifecycle & archiving, web applications, access controls, etc.
Links Styles, URL structure, file naming, link text, destinations, etc.
Search & Navigation Breadcrumbs, navigation components, page hierarchy, sidebars, search, search logs, etc.
Building an Intranet Governance Strategy8
Governance Scope & Components: Overview (2)
Scope Components
Taxonomy & Metadata Facets, maintenance process, editorial rules, tagging & retagging, naming conventions, etc.
Infrastructure Server and network hardware & software, security, backup, analytics, etc.
Evaluation Usability testing, surveys, site analytics, scorecards, social media, etc.
Teamwork Charter, committees and sub-committees, roles, responsibilities, etc.
Authority Incentives, measurement, job description changes (to add intranet responsibilities), etc.
Marketing Communications plan, presentations, migrating key applications, training, etc.
Building an Intranet Governance Strategy9
Look & Feel Components:Design Guidelines Example
Source: http://www.usability.gov
Building an Intranet Governance Strategy10
Editorial Style Components:Style Guide Examples
Source: http://www.apstylebook.com/ Source: http://www.plainlanguage.gov/
Building an Intranet Governance Strategy11
Content Components:Information Life Cycle Example
Source: Workshop Report on Social Aspects of Digital Libraries, http://is.gseis.ucla.edu/research/dig_libraries/
Building an Intranet Governance Strategy12
Links Components:File Naming Guidelines Example
Source: http://www.ppc.com
Building an Intranet Governance Strategy13
Search & Navigation Components:Website Analytics Examples
Building an Intranet Governance Strategy14
Taxonomy & Metadata:Basic Change Request Process Examples
Submit Change Request
Simple?Change as Requested
Yes
Research/complete Change Request form
No
Change?
Inform Originator
No
YesImmediate?
Yes
No
Assign Priority
Approved Status
Pending Status
Candidate Status
Source: Taxonomy Strategies Template
Building an Intranet Governance Strategy15
Infrastructure:SharePoint Search Architecture Example
Source: Arnold IT (http://arnoldit.com/wordpress/2009/09/16/ sharepoint-search-architecture/)
Building an Intranet Governance Strategy16
Evaluation Components:Website Scorecard Example
Source: Beacon Technologies (http://www.site-review-experts.com/ samples/standard.asp)
Building an Intranet Governance Strategy17
Teamwork Components:Team Roles
• What divisions and groups should be represented on the team?
– HR, Corp Comm, IT– Who else (SMEs and Content
Contributors)?
• Who will be the members of the Governance team?
– Current team?
• Suggested roles (one person may fill multiple roles):
– Team Leader (agenda setting)– Intranet Editor– Taxonomy Editor– IT Implementer– Business Analyst
A Different Approach…•Visionary – survey the portal landscape, developing and directing its future direction.•Evangelist – serve as cheerleader for the portal technology and what it can do for the business.•User adoption – facilitate user adoption via focused, one-on-one tutorials (primarily with executives who don’t have time to sit through training programs), incentive programs (for best collaborative sites, etc.), and feedback surveys.•Training – as primary trainer for SharePoint, will hold regular training sessions for advanced users and site administrators.•Support – serve as top level support for portal administrators and site administrators (infrastructure support will be provided by IT).•Business Analyst and Developer Liaison – meet with business leaders to gather requirements for new portal projects and manage development efforts of development team.
Source: Microsoft-suggested SharePoint Strategy Team roles(http://go.microsoft.com/fwlink/?LinkID=92333&clcid=0x409)
Building an Intranet Governance Strategy18
Authority Components:Measurement Examples
Automated Measurements Compliance Reporting
Template usage Percentage
Branding/logo usage Exceptions identified
Link integrity Exceptions listing
Metadata completeness Percentage
Copyright compliance Exceptions identified
Source: WelchmanPierpoint Web Governance and Standards Compliance (http://welchmanpierpoint.com/sites/files/webgoverance_WelchmanPierpoint.pdf)
Building an Intranet Governance Strategy19
Marketing Components:Communications Plan Example
Source: Taxonomy Strategies Template
Building an Intranet Governance Strategy20
• What is Intranet Governance?
• Governance Team Charter
• Governance Team Structure
• Governance Team Job Descriptions
• Content Lifecycle and Archiving Policy
Building an Intranet Governance Strategy21
What’s in the Intranet Team Charter?
• The team charter sets out the goals and limits on the intranet governance team:
– The scope of the intranet and overall responsibilities of the intranet team.
– The team’s structure, and its members’ roles & responsibilities.
– The objectives of the intranet team.
– The materials to be created and maintained by the team.
Building an Intranet Governance Strategy22
Team Charter: Team responsibilities
• Intranet platform and tools:– Content management &
delivery application
– Search (what’s included)
– Linking (what’s appropriate)
– Page templates
– Taxonomy categories
• Create intranet content– Content scope– Content authoring and
approvals process– Training materials for
authors and approvers
• Maintain intranet– Content maintenance
(review & removal)– Procedures for monitoring
Intranet quality– Add/change platform &
tools
Building an Intranet Governance Strategy23
Team Charter: Intranet Scope (1)
• The Intranet should be a centralized information resource that cuts across all business units to ensure that key knowledge is shared between employees so that information gaps are bridged as the workforce changes.
• The Intranet is for publishing business-relevant content that would be of interest to more than x number of people, span business unit or function, or span geographic locations.
• The level of interest in a content item may be measured by number of page views. If that is not achieved, then the content may be retired.
Building an Intranet Governance Strategy24
Team Charter: Intranet Scope (2)
• Non-HTML content such as documents, PowerPoint presentations, spreadsheets, images, etc. may be published on the Intranet. The same rules will apply to non-HTML content as for web pages.
• The Intranet is not a repository of all information. It does not include versions of content that are of record and need to be retained.
• The Intranet is not for “secret” information, although access control can be applied to content on an item-level, folder, or directory basis.
Building an Intranet Governance Strategy25
Team Charter: Intranet Scope (3)
• Intranet content will require approval by someone besides the content creator before it is published. – Area owners and area managers in the major content areas will be
identified, recruited, and trained to be responsible for overseeing the publication of Intranet content.
• Intranet content will be maintained and reviewed by the content owner at least once each year. – Different content types such as announcements, policies, etc. may
have different review cycles.
– Landing pages which are intrinsic to Intranet structure will be reviewed, but never deleted.
– People will be “reminded” rather than “warned” of content review actions that are required.
Building an Intranet Governance Strategy26
• The Intranet Team is a multi-division, cross-functional team consisting of a small Core Team, a larger Extended Team, and a group of Partners.
Core Team: Team Lead, IT, Human Resources, and Corporate Communications
Extended Team: Content Approvers from Business Units, Divisions, Offices, and Facilities
Partners: Business Applications Owners, IT Managers, Legal, and Risk Management
Building an Intranet Governance Strategy 27
Team Charter: Team Structure
Team Charter: Team Structure
• Multi-division, cross-functional team consisting of:– Team Leader
– Core Team from HR, IT, and Corporate Communications
– Extended Team of Content Approvers / Subject Matter Experts (SMEs)
– Partners who own or serve up applications, or provide oversight
• The Intranet Team will operate by consensus.• Team members will represent their area, but must also
represent the overall interests.• Decisions of the team may be appealed to the Steering
Committee. The Steering Committee may set priority tasks for the Intranet Team.
Building an Intranet Governance Strategy28
Team Charter: Objectives
• Oversee content migration.
• Develop initial standards for the look and feel of the Intranet and update them as needed.
• Develop initial training materials for authors and approvers in the Intranet, and update them as needed.
• Conduct periodic evaluations to test the Intranet’s performance in meeting its business goals.
• Promote awareness and use of the Intranet.
• Request and prioritize additional Intranet functionality.
Building an Intranet Governance Strategy29
Team Charter: Materials
• Team charter• Content scope policy• Design guidelines • Page templates• Taxonomy & maintenance process• Content approval process• Quality control process• Analytics & reporting• Lifecycle & archiving guidelines• Training materials• Communications plan
Building an Intranet Governance Strategy30
• What is Intranet Governance?
• Governance Team Charter
• Governance Team Structure
• Governance Team Job Descriptions
• Content Lifecycle and Archiving Policy
Building an Intranet Governance Strategy31
Team Structure: Best Practices
• Many organizations divide intranet governance into multiple committees, subcommittees, and working groups.
• Even if a single group handles the governance, they should wear multiple “hats” to represent different viewpoints.
Steering Group (Chaired by Sponsor) Business objectives vs. content
Allocation and review of resources *
Development Group “Content development”
Operations Group Making it happen
* Figure source: Martin White. Intranet Governance (http://www.intranetfocus.com/governance/governance.pdf)
Building an Intranet Governance Strategy32
Team Structure: Considerations
• Are multiple committees advisable for Intranet governance?
– We believe that to be overkill at this time
• Who should the group report to?
• In what areas is the current team weak and strong? Are important capabilities missing?
– Representation from global offices
– Resource-focused technical execution after deployment
– Training and content/technical support
Building an Intranet Governance Strategy33
Team Structure: Example
• Three-tier structure• Partners are advisory only• Overall Intranet lead & editor• Executive backstop for appeals
EditorEditor
LOBsLOBs
Building an Intranet Governance Strategy34
Multiple Sources for Intranet Evolution
CMSCMS
Editor
Intranet Governance Team
Intranet Governance Team
Contributors/ ApproversEnd Users
Tagging InterfaceUser Interface
Query logs/ analytics/
suggestions
Requests
Recommendations by Editor1. Small changes (labels, synonyms)2. Large changes (retagging,
application changes)3. New “best bets” content
Recommendations by Editor1. Small changes (labels, synonyms)2. Large changes (retagging,
application changes)3. New “best bets” content
Team Considerations1.Business goals2.Changes in user experience3.Retagging cost
Team Considerations1.Business goals2.Changes in user experience3.Retagging cost
Requests from Partners & elsewhere
Application Logic
Metadata/ content analysis
XYZnet XYZnet
Building an Intranet Governance Strategy35
Basic Change Request Process
Yes
No
No
Yes
Yes
No
Building an Intranet Governance Strategy36
Originator submits change request
Originator submits change request
Change as requestedChange as requested
Research/complete change request formResearch/complete
change request form
Inform originatorInform originator Assign priorityAssign priority
Simple?Simple?
Change?Change? Immediate?Immediate?
• What is Intranet Governance?
• Governance Team Charter
• Governance Team Structure
• Governance Team Job Descriptions
• Content Lifecycle and Archiving Policy
Building an Intranet Governance Strategy37
Role: Executive Sponsors
• Possess the ultimate decision-making authority on metadata governance policy.
Building an Intranet Governance Strategy38
Role: Lead
• Approve fast-track changes.
• Assure integrity of Intranet—quality of content and metadata associated with content.
• Assess and consider impact and cost of undertaking development tasks and implementing proposed changes.
• Do user research, or give gut-level feedback for changes.
• Record and report all change requests and their disposition to the core and extended teams.
Building an Intranet Governance Strategy39
Role: Core Team
• Oversee content management platform upgrades.• Develop initial policies and guidelines, and update them as
needed.–Look and feel, scope, content lifecycle and archiving, etc.
• Develop initial training materials for authors and approvers, and update them as needed.
• Promote awareness and use of Intranet. • Conduct periodic evaluations to test Intranet performance in
meeting its business goals.• Request and prioritize additional Intranet functionality.• Develop change requests, then review, prioritize, and
implement changes.
Building an Intranet Governance Strategy40
Role: Extended Team
• Approve, maintain, and archive content.
• Ensure that content complies with Intranet policies and guidelines.
• Identify content that is needed, and oversee its creation, validation, and publication.
Building an Intranet Governance Strategy41
Role: Partners
• Business applications owners, IT managers, legal, and risk management (and other business stakeholders).
• Identify and communicate Intranet content and functionality needs and change requests.
• Use and promote Intranet as the authoritative source.
Building an Intranet Governance Strategy42
• What is Intranet Governance?
• Governance Team Charter
• Governance Team Structure
• Governance Team Job Descriptions
• Content Lifecycle and Archiving Policy
Building an Intranet Governance Strategy43
Basic Approval Process
Yes
Non-HTML content is required to have a link from content in a page
template
NoApproval by designated area
content manager
Building an Intranet Governance Strategy44
Content author submits content
Content author submits content
Meets scope & is complete?
Meets scope & is complete?
Research/complete template
Research/complete template
Inform content ownerInform content owner
PublishPublish
Basic Content Publishing Process
• Intranet content must be formatted in a page template (or, if non-HTML content, linked to a page template to avoid orphaned content).
• Metadata is required for all Intranet content (HTML and non-HTML).
• Every page must have a content author, and every author must have an area approver.– Area approvers will be designated for Business Functions (as listed in
the Intranet Taxonomy)
• Intranet content will be published on approval.– So no fast-track process is required
• Modifications will usually be made by the area approver.
Building an Intranet Governance Strategy45
Annual Review Process
Yes
Sent to content author one month prior to publication anniversaries.
No
Approval by designated area content manager.
Building an Intranet Governance Strategy46
Annual review taskAnnual review task
Research/update contentResearch/update content
Inform ownerInform owner
PublishPublish
Mark review dateMark review date
Is content current?
Is content current?
Meets scope & is complete?
Meets scope & is complete?
Basic Content Review Process
• After publication, Intranet content must be reviewed annually (on one year content anniversaries).
• Content authors will be sent email reminders of review tasks one month prior to content anniversaries.
• Content authors are required to modify Intranet content prior to content anniversaries, or indicate that it is current.
• Modified content needs to be approved by area content managers.
• Content that is not approved will be marked deleted with the exception of landing pages.
• If the content author/approvers do not complete their annual review task, landing pages with linked pages or non-HTML content will be reviewed and revised by the Intranet Lead.
Building an Intranet Governance Strategy47
Content Lifecycle
• Content lifecycle is date-driven. Examples:– Created date. Date content was originally created by content author
(usually system set when content is first saved to CMS)
– Approved date. Date content was approved by Area Approver
– Publication date. Date content is/was published (automatically set)
– Expiry date. Specifies future date when content is to be deleted
– Review date. Automatically set 365 days after content is published or modified; Content owner is notified 30 days prior (335th day)
– Modified date. Date content was last modified
– Deleted date. Date content was deleted
Building an Intranet Governance Strategy48
Content Lifecycle Transactions:Specification
Event Metadata Actor Description DefaultAuthoring Created Date Author Date content
originally createdToday
Approval Approved Date
Approver Date content approved
Not approved
Publication Publication Date
System Date content was published
Today
Expiration Expiry Date Author Date when content is to be deleted
+365 days
Review Review Date System Date content must next be reviewed
+365 days
Modification Modified Date Author or Approver
Date content was last modified
Today
Deletion Deleted Date Author, Approver, Intranet Lead
Date content was deleted
+365 days
Building an Intranet Governance Strategy49
50
Questions?More information:•Taxonomy Strategies: www.taxonomystrategies.com•Thought Leadership Countdown to KM World: www.ppc.com/Pages/KMWorld2010.aspx
Contact:Joseph A. Busch, +1-415-377-7912, [email protected]
Zach Wahl, +1-703-626-6976, [email protected]
www.ppc.com blog.ppc.com
Building an Intranet Governance Strategy