Content Management & Portal Management

1. Content Management &Portal Management Christine Apikul

2. Module 3 Objectives • Outline the key steps for operationalizing the e-governance strategy • Discuss the human skills required to design, develop and manage portals and websites • Understand the steps and tools available for developing a portal/website through an information architecture and a content strategy

3. Key Steps

4. Key Steps • Plan the project – rationale, needs, requirements, resources, risks, beneficiaries, partners, channels, type of services identified and agreed • Set up organizational structure for implementation • Set up governance structure • Identify roles and responsibilities • Emphasize open communication and change management • Put in place monitoring and evaluation mechanisms

5. The Appraisal Criteria • Suitability - do the proposed actions address the key issues and will they be able to deliver desired outcomes? • Feasibility - can the proposed actions be delivered with the potential system capabilities and resources? • Acceptability - is there sufficient political and public support to legitimize the proposed actions?

6. Project Management Team • Coordinate the project activities of different stakeholders involved • Ensure that the project is on track • Ensure that developed standards and guidelines are adhered to

7. Project Management Team • Quality assurance and monitoring of portal/website content and use, and the link to the national e-governance portal • Communicating results to stakeholders, particularly targeted users of the portal/website • Managing expectations and changes affecting the different stakeholders involved

8. Questions • What other roles do you think the project management team play in content management and portal management? • Where do you think the project management team should be located? • What are the pros and cons of setting up a project management team as an independent unit?

9. Project Manager Skills • Planning • Budgeting • Monitoring and evaluation • Communication • Negotiation and conflict resolution • Collaboration and facilitation • Leadership skills • Knowledge and experience in e-governance • Any other skills?

10. Skills for e-Governance • Analytical skills • Information (content) management skills • Technical skills • Communication and presentation skills • Project management skills

11. Analytical Skill • Problem/opportunity analysis • Assessment of available options • Feasibility studies • Cost-benefit analysis • Stakeholder analysis • Process analysis • System audits • Content inventory and audits • Needs assessments • Analyses of monitoring results • Customer satisfaction surveys • Business process alternatives • Workflow

12. Information Management Skills • Project managers, portal managers and content managers to develop information standards and guidelines, design workflow, create metadata, and develop an information architecture • IT professionals have to be counted on to create the formats, files and databases that are used to represent and organize information. They also handle the interfaces and security features that assure both usability and integrity • Many kinds of staff are involved in developing and implementing mechanisms for information sharing among colleagues and with other organizations

13. Technical Skills • Managing databases and the individual, programme, service, and other data they contain • Designing and implementing systems that are compatible with the existing technical infrastructure • Developing user interfaces that make it easier for users to find and use information • Transforming data from one system or format to another so that it can be "fit for use" in new ways

14. Technical Skills • Designing and administering networks of computer systems • Creating data repositories that integrate information from various sources for easy retrieval and wider use • Ensuring the operational integrity and security of the computer and network • Option to outsource or develop shared IT infrastructure services

15. Communication & Presentation Skills • Communicate internally for managing change • Communicate to legislative and executive leaders, and donors to obtain support and later manage expectations • Communicate to partners to ensure common understanding • Communicate to users/beneficiaries to promote uptake

16. Communication & Presentation Skills • Communication via broadcast media, newsletters, email lists and formal reports • Presentation skills include ability to present technical ideas to non-technical audience • Ability to present complex data as useful information for a particular audience

17. Project Management Skills • Understanding the interdependences among people, technologies and processes • Motivating and coordinating with stakeholders to execute the plan • Organizing and planning budgets and delivery schedules • Managing progress, quality, changes and risks using project management methodologies, including monitoring and evaluation tools

18. Project Management Team • No organization has the perfect mix of skills, abilities, and experiences for every situation • Start by assessing existing skills within the organization • Redefining roles and responsibilities • Increasing the level of collaboration • Skills can be acquired through training, mentoring, contracting or outsourcing.

19. Skills for CM & PM • Project Manager • Content strategist/manager • Editor • Designer (graphic and interactive designs) • Information architect • Programmer/coder (software applications) • IT specialist (hardware and security) • Analytics specialist • Usability specialist • Subject matter experts/content contributors

20. Content Strategist / Manager • Understands all the content and the overall content requirements to ensure that content comes together in a logical manner • Works with stakeholders in the design and development of content for multiple platforms (Web and mobile) and also social networks • Works with stakeholders to develop content strategy and content governance model • Manages the development of metadata and workflow

21. Content Strategist / Manager • Works with all the content creation teams to ensure that models, standards and guidelines are followed and that everyone is in agreement on how to most effectively support the content strategy • Ensures that reasonable efforts are made to verify the accuracy, consistency, appropriateness and timeliness of all information placed on the portal • Works with information architects and user experience designers to ensure that the content can support the desired user experience • Develop training plan for content management

22. Editor • Ensures quality and consistency of content • Ensures accuracy of information, either by direct review or by coordinating the content review by subject matter specialists • Applies policies and standards for accuracy and currency of all content produced and maintained • Establishes a process and schedule for identifying and updating information appropriate for posting, and ensures it is consistently applied

23. Editor • Ensures accessibility of information, by suggesting alternatives for people with disabilities, limited technology or other factors identified in the intended audience • Ensures that language, style and format contribute to readability • Periodically reviews content and edits or replaces it to keep it current, accurate and reliable • Manages the process for creating and clearing content • Tracks the approval of content submitted by contributors

24. Information Architect • Investigates the requirements of the users in order to structure and organize content on websites in ways that meet users’ information needs • Understands the business requirements and design content structures that comply with established standards for content structures. • Understands the requirements of the content creators and develop a content structure that allows the content creators/managers to manage, find and reuse content with ease

25. Information Architect • Designs metadata schemes to label and categorize content appropriately • Designs navigation and search systems for websites • Designs the website layout together with the web designer

26. Usability Specialist • Provide leadership and support in identifying, evaluating and implementing the most effective processes, methods and tools for delivering usability • Lead and manage the translation of usability and user-centre design principles to various products and platforms • Conduct research to assess user characteristics, user requirements, needs and satisfaction levels • Determine research method(s) and develop data collection tools (questionnaires, interview questions, etc.), analyze the data, prepare results, and make recommendations based on this data • Assess the effectiveness of the products and platforms’ user interface

27. Usability Specialist • Develop usability standards and guidelines • Oversee the development of user interface designs across multiple platforms. Ensure that designs reflect user needs and specifications, and adherence to usability standards and guidelines • Plan and conduct usability tests. Report on results of analyses and recommend ways to improve portal/website • Contribute to monitoring and evaluation processes by including surveys to assess awareness, need and satisfaction of users • Act as “users champion”, ensuring that the needs of the user are not forgotten during the design and development process

28. Analytics Specialist • Generate reports and track the usage and performance of portals and websites • Help stakeholders understand the results and provide input that will help support the decision making process • Work with multiple stakeholders in determining the objectives that the web analytics are to achieve and establish a reporting calendar • Modify web analytics configuration and tracking when business and/or project objectives change • Research and recommend web analytics products, services and standards in support of the metrics being tracked • Promote and explain the benefits of web analytics tools

29. Content Management Framework Information Architecture Content Strategy

30. Strategic Framework for Portal Management

31. Content Management Framework e-Governance portals and websites are opportunities to help citizens better their lives by making content: • Useful • Easy to understand • Easy to find • Timely • Consistent • Credible An information architecture and content strategy aims to make content all of the above

32. Content Management Framework • At the same time, information architecture and content strategy aims to make the process of developing and managing content: • Efficient • Effective • Integrated • For multi-lingual delivery • For multi-channel delivery

33. Content Management Framework

34. Information Architecture • Is about planning “where” content and services will be located on the website in the most convenient and logical way for users • IA looks at how content can be organized in such a way that it will be easier to manage, find and use • Labels and categorizes information • Designs navigation and search systems • Designs the website layout

35. Content Strategy • Is about planning for “when” contents are created, updated, published, translated and archived • It involves evaluating business and customer needs and providing strategic direction on how improved content and content processes can help to achieve specific objectives • It helps both users and project teams understand: • What content should be produced • How it should be produced • By whom • When • Why

36. Users First • Who are the users – Audience Profiling • What are they looking for – Task Analysis

37. Audience Profiling and Task Analysis Purpose • Identify who the website is serving or will serve • Define the priority information, content and functional features that should be made available on the website • Contribute to the preparation of the information architecture and the navigational system to be used on the website • Contribute to the preparation of the content strategy

38. Audience Profiling and Task Analysis • A user may be a member of more than one audience profile and therefore may approach a website with a range of motivations or needs that may also change from one visit to another. • Each audience profile provides: • An overview of the types of information required by that audience • The way in which one audience's needs are different from another • The types of web functions and services that are required to meet that audience’s requirements on the actual website

39. Audience Profiling and Task Analysis Research Methods • Interview people in the organization who have contact with the users e.g. contact centres, customer support • Analyse existing user information, e.g. web analytics, customer satisfaction surveys • Review research related to use of websites and other media, e.g. media survey • Review and analyse similar, comparable sites and their user groups • Analyse calls received by the contact centre (if established)

40. Audience Profiling and Task Analysis Research Methods • Phone interviews with members of the public who have contacted an organization’s contact centre • Face-to-face interviews with members of the public • Online user surveys • Focus groups with representatives of business and industry areas or members of the public • Use social media to solicit comments and suggestions from members of the public

41. Audience Profiling and Task Analysis Internal and External Users • Internal users are those within the organization who use content to assist them in doing their jobs, making decisions and supporting the external users • External users are those outside the organizations who use content to get information about the organization including the products and services being offered, and contact information

42. Audience Profiling and Task Analysis Sample Audience/Task Matrix

43. Interaction Categories

44. Interaction Categories

45. Presenting different interaction types • Structure diagrams, e.g. site map • Process flow diagrams • Wireframe diagrams • Use case descriptions • Interactive prototypes

46. Structure Diagram

47. Process Flow Diagram

48. Wireframe Diagram

49. Use Case

50. Audience Profiling and Task Analysis Specifically related to multi-channel delivery, also, find out about: Format/media • What format or media do users need the content in? • What format or media would users like to have the content in? Access • How do users access content? • How do the users want to access the content? Level of detail • At what level of detail do users want to see content? • Do users want to see it at the same level of detail, or do they want to be able to switch from very detailed to top level?