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Building an Intranet Governance Strategy Joseph Busch and Zach Wahl Project Performance Corporation Monday, November 15, 2010; 9:00 AM - Noon.

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Presentation on theme: "Building an Intranet Governance Strategy Joseph Busch and Zach Wahl Project Performance Corporation Monday, November 15, 2010; 9:00 AM - Noon."— Presentation transcript:

1 Building an Intranet Governance Strategy Joseph Busch and Zach Wahl Project Performance Corporation Monday, November 15, 2010; 9:00 AM - Noon

2 Agenda What is Intranet Governance? Governance Team Charter Governance Team Structure Governance Team Job Descriptions Content Lifecycle and Archiving Policy Building an Intranet Governance Strategy 2

3 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 Strategy 3

4 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: 10,000 Folders in Directory: 90 Directory Depth (Levels): 4 Duplicate Content: 0 Documents in Directory: 20,000 Folders in Directory: 150 Directory Depth (Levels): 7 Duplicate Content: 5,000 Documents in Directory: 40,000 Folders in Directory: 250 Directory Depth (Levels): 15 Duplicate Content: 15,000 Building an Intranet Governance Strategy 4

5 Risk Acceptance Governance model will be driven by willingness to have incorrect, inappropriate, or obsolete materials online. Approvals Required Prior to Publication Immediate Content Publication Certified Publishers and Owners Fully Democratized Publication and Editing Centralized Governance Body No Official Governance Building an Intranet Governance Strategy 5

6 Different applications have different governance requirements. Wikis BlogsSocial Tagging Social Networking Web Content Management PortalDocument Management Records Management LooserTighter Less ComplexMore Complex Building an Intranet Governance Strategy 6 Level of Control

7 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 Governance Committee Do?

8 Governance Scope & Components: Overview (1) ScopeComponents Look & FeelDesign guidelines: colors, typefaces, formatting, page sizes, page templates, etc. Editorial StyleStyle guide, writing guidelines, copy editing, accessibility, etc. ContentContent scope, author/review process, ROT (redundant, outdated, and trivial) content elimination, non-HTML content, lifecycle & archiving, web applications, access controls, etc. LinksStyles, URL structure, file naming, link text, destinations, etc. Search & NavigationBreadcrumbs, navigation components, page hierarchy, sidebars, search, search logs, etc. Building an Intranet Governance Strategy 8

9 Governance Scope & Components: Overview (2) ScopeComponents Taxonomy & MetadataFacets, maintenance process, editorial rules, tagging & retagging, naming conventions, etc. InfrastructureServer and network hardware & software, security, backup, analytics, etc. EvaluationUsability testing, surveys, site analytics, scorecards, social media, etc. TeamworkCharter, committees and sub-committees, roles, responsibilities, etc. AuthorityIncentives, measurement, job description changes (to add intranet responsibilities), etc. MarketingCommunications plan, presentations, migrating key applications, training, etc. Building an Intranet Governance Strategy 9

10 Look & Feel Components: Design Guidelines Example Source: Building an Intranet Governance Strategy 10

11 Editorial Style Components: Style Guide Examples Source: Building an Intranet Governance Strategy 11

12 Content Components: Information Life Cycle Example Source: Workshop Report on Social Aspects of Digital Libraries, Building an Intranet Governance Strategy 12

13 Links Components: File Naming Guidelines Example Source: Building an Intranet Governance Strategy 13

14 Search & Navigation Components: Website Analytics Examples Building an Intranet Governance Strategy 14

15 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 Yes Immediate? Yes No Assign Priority Approved Status Pending Status Candidate Status Source: Taxonomy Strategies Template Building an Intranet Governance Strategy 15

16 Infrastructure: SharePoint Search Architecture Example Source: Arnold IT (http://arnoldit.com/wordpress/2009/09/16/ sharepoint-search-architecture/)http://arnoldit.com/wordpress/2009/09/16/ sharepoint-search-architecture/ Building an Intranet Governance Strategy 16

17 Evaluation Components: Website Scorecard Example Source: Beacon Technologies (http://www.site-review-experts.com/ samples/standard.asp)http://www.site-review-experts.com/ samples/standard.asp Building an Intranet Governance Strategy 17

18 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 dont 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)http://go.microsoft.com/fwlink/?LinkID=92333&clcid=0x409 Building an Intranet Governance Strategy 18

19 Authority Components: Measurement Examples Automated MeasurementsCompliance Reporting Template usagePercentage Branding/logo usageExceptions identified Link integrityExceptions listing Metadata completenessPercentage Copyright complianceExceptions identified Source: WelchmanPierpoint Web Governance and Standards Compliance (http://welchmanpierpoint.com/sites/files/webgoverance_WelchmanPierpoint.pdf)http://welchmanpierpoint.com/sites/files/webgoverance_WelchmanPierpoint.pdf Building an Intranet Governance Strategy 19

20 Marketing Components: Communications Plan Example Source: Taxonomy Strategies Template Building an Intranet Governance Strategy 20

21 What is Intranet Governance? Governance Team Charter Governance Team Structure Governance Team Job Descriptions Content Lifecycle and Archiving Policy Building an Intranet Governance Strategy 21

22 Whats 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 teams 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 Strategy 22

23 Team Charter: Team responsibilities Intranet platform and tools: – Content management & delivery application – Search (whats included) – Linking (whats 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 Strategy 23

24 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 Strategy 24

25 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 Strategy 25

26 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 Strategy 26

27 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

28 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 Strategy 28

29 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 Intranets performance in meeting its business goals. Promote awareness and use of the Intranet. Request and prioritize additional Intranet functionality. Building an Intranet Governance Strategy 29

30 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 Strategy 30

31 What is Intranet Governance? Governance Team Charter Governance Team Structure Governance Team Job Descriptions Content Lifecycle and Archiving Policy Building an Intranet Governance Strategy 31

32 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)http://www.intranetfocus.com/governance/governance.pdf Building an Intranet Governance Strategy 32

33 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 Strategy 33

34 Steering Committee LeadCore Team Corporate Communications HRITExtended Team Content Approvers Partners Applications Owners IT Managers Legal & Risk Management Team Structure: Example Three-tier structure Partners are advisory only Overall Intranet lead & editor Executive backstop for appeals Editor LOBs Building an Intranet Governance Strategy 34

35 Multiple Sources for Intranet Evolution CMS Editor Intranet Governance Team Contributors/ Approvers End Users Tagging InterfaceUser Interface Query logs/ analytics/ suggestions Requests Recommendations by Editor 1.Small changes (labels, synonyms) 2.Large changes (retagging, application changes) 3.New best bets content Recommendations by Editor 1.Small changes (labels, synonyms) 2.Large changes (retagging, application changes) 3.New best bets content Team Considerations 1.Business goals 2.Changes in user experience 3.Retagging cost Team Considerations 1.Business goals 2.Changes in user experience 3.Retagging cost Requests from Partners & elsewhere Application Logic Metadata/ content analysis XYZnet Building an Intranet Governance Strategy 35

36 Basic Change Request Process Yes No Yes No Building an Intranet Governance Strategy 36 Originator submits change request Change as requested Research/complete change request form Inform originator Assign priority Simple? Change? Immediate?

37 What is Intranet Governance? Governance Team Charter Governance Team Structure Governance Team Job Descriptions Content Lifecycle and Archiving Policy Building an Intranet Governance Strategy 37

38 Role: Executive Sponsors Possess the ultimate decision-making authority on metadata governance policy. Building an Intranet Governance Strategy 38

39 Role: Lead Approve fast-track changes. Assure integrity of Intranetquality 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 Strategy 39

40 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 Strategy 40

41 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 Strategy 41

42 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 Strategy 42

43 What is Intranet Governance? Governance Team Charter Governance Team Structure Governance Team Job Descriptions Content Lifecycle and Archiving Policy Building an Intranet Governance Strategy 43

44 Basic Approval Process Yes Non-HTML content is required to have a link from content in a page template No Approval by designated area content manager Building an Intranet Governance Strategy 44 Content author submits content Meets scope & is complete? Research/complete template Inform content owner Publish

45 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 Strategy 45

46 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 Strategy 46 Annual review task Research/update content Inform owner Publish Mark review date Is content current? Meets scope & is complete?

47 Basic Content Review Process After publication, Intranet content must be reviewed annually (on one year content anniversaries). Content authors will be sent 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 Strategy 47

48 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 Strategy 48

49 Content Lifecycle Transactions: Specification EventMetadataActorDescriptionDefault AuthoringCreated DateAuthorDate content originally created Today ApprovalApproved Date ApproverDate content approved Not approved PublicationPublication Date SystemDate content was published Today ExpirationExpiry DateAuthorDate when content is to be deleted +365 days ReviewReview DateSystemDate content must next be reviewed +365 days ModificationModified DateAuthor or Approver Date content was last modified Today DeletionDeleted DateAuthor, Approver, Intranet Lead Date content was deleted +365 days Building an Intranet Governance Strategy 49

50 50 Questions? More information: Taxonomy Strategies: Thought Leadership Countdown to KM World: Contact: Joseph A. Busch, , Zach Wahl, , blog.ppc.comblog.ppc.com Building an Intranet Governance Strategy


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