Building an Intranet Governance Strategy

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

3. What is Intranet Governance? • Intranet Governanceis 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 Artifactsare items such as process documents and editorial standard guides that are used in the governance processes. Building an Intranet Governance Strategy

4. Sustainability 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 Time from Rollout (months) • 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. Building an Intranet Governance Strategy

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

6. Level of Control • Wikis • Blogs Social Tagging • Social Networking • Web Content Management • Portal Document Management • Records Management • Looser Tighter • Less Complex More Complex Different applications have different governance requirements. Building an Intranet Governance Strategy

7. What Does an Intranet GovernanceCommittee 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) Building an Intranet Governance Strategy

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

10. Look & Feel Components:Design Guidelines Example Source: http://www.usability.gov Building an Intranet Governance Strategy

11. Editorial Style Components:Style Guide Examples Source: http://www.apstylebook.com/ Source: http://www.plainlanguage.gov/ Building an Intranet Governance Strategy

12. 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 Strategy

13. Links Components:File Naming Guidelines Example Source: http://www.ppc.com Building an Intranet Governance Strategy

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

15. Submit Change Request Candidate Status Simple? Change as Requested Yes No Research/complete Change Request form Yes Immediate? Change? Yes No No Pending Status Inform Originator Assign Priority Approved Status Taxonomy & Metadata:Basic Change Request Process Examples Source: Taxonomy Strategies Template Building an Intranet Governance Strategy

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

17. Evaluation Components:Website Scorecard Example Source: Beacon Technologies (http://www.site-review-experts.com/ 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 Analystand 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 Strategy

19. Authority Components:Measurement Examples Source: WelchmanPierpoint Web Governance and Standards Compliance (http://welchmanpierpoint.com/sites/files/webgoverance_WelchmanPierpoint.pdf) Building an Intranet Governance Strategy

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

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

22. What’s in the Intranet Team Charter? • Theteam 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) • Partnerswho 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 theSteering 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 • 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

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

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 * Figure source: Martin White. Intranet Governance (http://www.intranetfocus.com/governance/governance.pdf) 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. 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 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 CMS User Interface Tagging Interface Application Logic XYZnet Metadata/ content analysis Query logs/ analytics/ suggestions Requests • 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 End Users Contributors/ Approvers Editor 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. 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. 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. 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. 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. 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. 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 Non-HTML content is required to have a link from content in a page template Content author submits content 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 contentmust 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 pagemust 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 contentwill 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

46. 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 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 Strategy

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

49. Content Lifecycle Transactions:Specification Building an Intranet Governance Strategy

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, jbusch@ppc.com Zach Wahl, +1-703-626-6976, zwahl@ppc.com www.ppc.com blog.ppc.com Building an Intranet Governance Strategy