Prevention is better (and cheaper) than cure

BT’s intranet has now matured to the stage where it is embedded into everything people need for their work.  Whether you are looking for something, sharing something or doing anything, it will involve using the BT intranet.

So, the integrity of what people use on BT’s Intranet is absolutely vital so there is 100% confidence in relying on the information and applications provided.  But how do we achieve this?

Well, we don’t have a crowd of people checking every page on BT’s intranet for any errors that occur each day!  However, we do our best with a small team to prevent errors happening before anyone experiences them.

BT does this by:

  • having usability and accessibility clauses in our procurement contracts for web services
  • having usability and accessibility standards to be met in our development process for web services
  • creating templates for content which meet all BT’s publishing standards before any content is published
  • automated tools which check new content before it is published for any errors (they also keep checking it regularly after it is published)
  • insist new publishers complete online training before they can publish formal content (see http://markmorrell.wordpress.com/2008/04/10/hello-world/ for different content types)

All of these have combined to reduce to a minimum issues that could cause loss of productivity; poor business decisions; unnecessary helpdesk queries, etc. by giving a good, consistent, user experience.

We’re always looking to improve this.  Has BT missed anything?

6 responses to “Prevention is better (and cheaper) than cure

  1. I’d be interested in what CMS you use for your intranet?

  2. Snappy,

    I like your blog title……….and content too! BT uses Livelink WCMS (was Obtree when we started) and Interwoven Teamsite. We’re trying to consolidate on to one and have been testing Oracle ECM (was Stellent) but have come across a BIG IE7 problem which has stopped us.

    BT uses different technologies for blogs, wikis and team collaboration in case you’re interested.

    Mark

  3. Cheers for that. We are implementing MOSS at the moment. An interesting beast :)
    Keep up the good work.

  4. Sally,

    I’ve heard many stories from intranet managers having problems with MOSS on costs, expertise, getting it to do what they need it to do, etc.

    BT uses MOSS out of the box as a short term team collaboration tool. It works very well at doing that with many benefits.

    Good luck with your implementation. You may need it!

    Mark

  5. Pingback: Training publishers to understand intranet standards « Mark Morrell

  6. Pingback: Make a great user experience even better « Mark Morrell

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