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

2. Building an Intranet Governance Strategy
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

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

4. Building an Intranet Governance Strategy
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

5. Building an Intranet Governance Strategy
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

6. Building an Intranet Governance Strategy
Level of Control
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 Strategy

7. What Does an Intranet Governance Committee Do?
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: 7
Building an Intranet Governance Strategy

8. Governance Scope & Components: Overview (1)
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 Strategy

9. Governance Scope & Components: Overview (2)
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 Strategy

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

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

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

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

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

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
Immediate?
Assign Priority
Approved Status
Pending Status
Candidate Status
Source: Taxonomy Strategies Template
Building an Intranet Governance Strategy

16. Infrastructure: SharePoint Search Architecture Example
Source: Arnold IT ( sharepoint-search-architecture/)
Building an Intranet Governance Strategy

17. Evaluation Components: Website Scorecard Example
Source: Beacon Technologies ( samples/standard.asp)
Building an Intranet Governance Strategy

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 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 (
Building an Intranet Governance Strategy

19. Authority Components: Measurement Examples
Automated Measurements
Compliance Reporting
Template usage
Percentage
Branding/logo usage
Exceptions identified
Link integrity
Exceptions listing
Metadata completeness
Copyright compliance
Source: WelchmanPierpoint Web Governance and Standards Compliance (
Building an Intranet Governance Strategy

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

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

22. 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 Strategy

23. 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 Strategy

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

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

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

27. Team Charter: Team Structure
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 27
Building an Intranet Governance Strategy

28. 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 Strategy

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 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 Strategy

30. Team Charter: Materials
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

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

32. Team Structure: Best Practices
Steering Group (Chaired by Sponsor)
Business objectives vs. content
Allocation and review of resources *
Development Group
“Content development”
Operations Group
Making it happen
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.
* Figure source: Martin White. Intranet Governance (
Building an Intranet Governance Strategy

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

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

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

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

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

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

39. Building an Intranet Governance Strategy
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 Strategy

40. Building an Intranet Governance Strategy
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

41. Building an Intranet Governance Strategy
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

42. Building an Intranet Governance Strategy
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

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

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

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.
Area approvers may be web managers (web masters)
Building an Intranet Governance Strategy

46. Research/update content Meets scope & is complete?
Annual Review Process
Annual review task
Sent to content author one month prior to publication anniversaries.
Is content current?
Yes No
Research/update content
Meets scope & is complete?
Approval by designated area content manager.
Mark review date
Publish
Inform owner
Building an Intranet Governance Strategy

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.
Landing pages with links should not be deleted to avoid orphans.
Building an Intranet Governance Strategy

48. Building an Intranet Governance Strategy
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
Embargo date (future publication date) is not needed
Building an Intranet Governance Strategy

49. Content Lifecycle Transactions: Specification
Event
Metadata
Actor
Description
Default
Authoring
Created Date
Author
Date content originally created
Today
Approval
Approved Date
Approver
Date content approved
Not approved
Publication
Publication Date
System
Date content was published
Expiration
Expiry Date
Date when content is to be deleted
+365 days
Review
Review Date
Date content must next be reviewed
Modification
Modified Date
Author or Approver
Date content was last modified
Deletion
Deleted Date
Author, Approver, Intranet Lead
Date content was deleted
Building an Intranet Governance Strategy

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