Category Archives: best practice

How to make a great start to 2016!

Posted on January 4, 2016 | Leave a comment

The start of a new year gives you the chance to make a fresh approach.  One area you may consider is improving how you manage your intranet, digital workplace, collaboration tool or site.

Have you a clear strategy that is aligned with other business area or function strategies?  Is it supported by a strong governance framework?  Most importantly, do people have a consistently good experience?

I have found having these helps people to be more productive and effective.  A consistently good overall experience helps achieve these benefits.  People need this every time they go online.  Whatever they want to do, they need to be able to rely on it.  It needs to give them confidence that it will always meet their requirements.

This benefits their organisation too.  People use it more frequently.  They are confident they can easily find what they need.  They know they can rely on the integrity of the information and applications.  Most importantly, it will help them with their work.  Organisations recognise it supports their business requirements.  They are viewed as valuable, even business critical, in achieving their strategic goals.

How do you achieve this consistently good experience?  Is it using a publishing technology?  Is it the visual design?  Is it the access people have?  It may well be that some or all of these do contribute to this.

However, having a clear strategy aligned with your organisation’s strategy, supported by a strong governance framework definitely helps.

Book cover - Digital success or digital disastersBased on 20 years experience, I have written for you ‘Digital success or digital failure?‘.  It is a practical, experience-based approach to growing and managing a successful intranet, digital workplace, collaboration tool or site.

Every approach is based on my experience with many practical examples, strategic guidance and quick tips to help you plan or turnaround an unloved intranet, digital workplace, collaboration tool or site.

Buy a copy of my book and keep it by your side so you can refer to it whenever and wherever you need to!

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Posted in benefit, best practice, collaboration, digital success or digital disaster, digital workplace, governance, intranet, strategy

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What is the right governance for a digital workplace?

Posted on December 14, 2015 | Leave a comment

My recent posts ‘What exactly is a digital workplace?‘ and ‘What is the difference between a digital workplace and an intranet?‘ generated some good discussions on Twitter and LinkedIn.  I want to stay with the digital workplace theme for my last post of 2015 and bring in how you manage it.

What is the right governance model for a digital workplace?  We know that a digital workplace is different from an intranet, even an advanced intranet, so how does that affect the way it is managed?

Maybe even more importantly is how you manage the transformation from an intranet to a digital workplace so you gain all the benefits and none of the drawbacks as it happens.

Who develops and implements the strategy?

Digital workplace principles need to be put into your own organisational context.  A group of senior stakeholders, representing key business areas and functions across the organisation, can steer your digital workplace strategy.  This enables a fuller, more complete picture of what is needed, the right direction to set, and who should lead, to be agreed and accepted.

What should everyone expect from a digital workplace?

Everyone should gain from a digital workplace although they will have different expectations depending on their roles and responsibilities.  This can vary from being more productive because all the applications and information are now accessible through to finding news and discussions with people who can help you solve work problems online.

Being able to connect whenever and wherever you need to from whatever device you have also reduces stress, avoids delays and improve your quality of working life.

What standards are needed for a digital workplace?

A governance framework is needed with publishing standards forming a key part.  Standards are needed for:

  • Legal requirements: accessibility, personal information available
  • Business requirements: usability, design, navigation, findability, ownership and information retention
  • Employee needs: terms and conditions that encourage people to want to work in a digital workplace
  • Security needs: confidential information protected, permissions model adopted
  • Technical support: platform functionality, server support, agreed levels of service.

Gaining confidence working in a digital workplace

Anyone who plans to work remotely, especially if they are the first person in that team, wants to have the same or better experience than where they currently work.  You gain confidence when the information and tools you need for work are always available to use.  You feel confident that your personal information is there for you (and only you) to use still.  You don’t feel any discrimination because you are working remotely from your manager, team, customers and other employees.

Only through consistently good experiences like this will it happen.

More informationBook cover - Digital success or digital disasters

For more information on how to develop the right strategy or governance framework I offer some great, practical advice, to help you in my book ‘Digital success or digital disaster?‘.  You can try it first by reading the introductory chapter to find out more.

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Posted in application, benefit, best practice, collaboration, digital success or digital disaster, digital workplace, governance, intranet, standards, strategy, value

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3 steps to manage documents successfully

Posted on October 19, 2015 | 1 comment

Governance doesn’t just cover intranets.  It covers wider areas e.g. digital workplace and smaller focused areas e.g. web sites.  Recently I helped to improve how a client managed their documents.

There was little guidance to show the best way to use the existing file sharing systems.  There was no clear connection between policies that affect how documents are managed and how they were being applied on a day-to-day basis.

There were no examples showing how documents should be managed or help, contact points or places to share a problem or knowledge.

I recommended a governance framework containing consistent, relevant, up-to-date guidance to help people make the right decisions when creating and managing a document.  It included:

1  Standards

The standards set out how people behaved when:

  • Naming a function, project site or document
  • Creating, updating, sharing, approving, archiving and deleting a document
  • Setting permissions
  • Understanding their role and its responsibilities

2  Help

Making the right advice available to reduce the burden on the Document Management System owner by:

  • Online discussion group, open to everyone to ask questions, share hints and tips, and help solve issues raised.
  • Frequently Asked Questions: create FAQs to answer the same questions being asked regularly that give the definitive answer that people can refer to and save time.
  • How to guides: Guidance in the form of ‘How to…’ guide that contain practical hints and tips on using the Document Management System.

3  Training

Support people needing face-to-face training on how to use the Document Management System with further online training that helps to reinforce the changes people need to make.

Book cover - Digital success or digital disastersFor more practical best-practice examples of good governance try my new book ‘Digital success or digital disaster?‘.  Read the introductory chapter to find out more.  A license to share the ebook with publishers across your organisation is available

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Posted in best practice, digital success or digital disaster, governance, help, intranet, publishing, standards

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Intranet governance book – print edition

Posted on September 21, 2015 | Leave a comment

When I first started as an intranet manager, many years ago, I didn’t know where to find good practices or guidance. Blogs came along that shared people’s experiences and, over time, accepted approaches used. Social media has brought many intranet managers together in a loosely coupled network, which is different to a decade ago when organisations had a vacuum around them, denying external conversation.

This networking is good and valuable, because you don’t always want to search and wade through off-topic pages. Just like in the workplace, you often want to ask someone. Your personal network extends the knowledge available to you, even more so than Google.

But still, people wonder where to start, how to learn about the different ways of approaching intranet management and improvement. There are only so many questions you can ask on LinkedIn and only so many slightly irrelevant blog posts you can tolerate!

When I was an intranet manager, I felt I needed a practical guide to intranets that I could always have by my side to help me. Something that was based on first-hand experience so I could easily learn from it and how it related to my intranet.

It’s here that I trust my book on intranet (and website) governance fills a need; ‘Digital success or digital disaster?’ is now available in print (paperback) for delivery worldwide. When you order the printed book, the ebook is sent to you immediately. So there’s virtually no waiting.

As I’ve written my book from my hands-on experience within large organisations, and from my recent work with a wide variety of companies, I hope ‘Digital success’ will stand the test of time and be a valuable reference for you. It’s a ‘business book’ that should help organisations of every size, but I also hope it’s of interest to individual practitioners and ‘lone intranet managers’.

Following the guidance given in this book, based on best-practice examples, you can make the right decisions more easily. You will be more confident the decision you make will achieve the improvements you want. Make your life easier and your intranet better by keeping this book with you to help lead the way!

“A practical, systematic, approach to intranet governance. Every intranet manager would find value in going through this with their team.”
Sam Marshall, ClearBox Consulting

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Posted in best practice, digital success or digital disaster, digital workplace, governance, intranet, mobile, publishing, SharePoint, standards, strategy

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How can new publishers comply with your intranet standards?

Posted on June 15, 2015 | 1 comment

Implementing publishing standards that meet your organisation’s requirements helps create a consistently good experience for people accessing your intranet.

They are critical to you implementing a successful governance framework.  The publishing standards will support your intranet strategy, publishing model, roles and responsibilities.

All your content owners and editors need to comply with the publishing standards.  Knowing this, people will access your intranet and use it more, confident in the integrity of the content and applications and aware that you ensure publishers comply with each standard.

And that can be the weakest link in your governance framework!  How do you continue to provide that consistently good user experience with new publishers?

I am talking about publishing accredited – news articles, company policies, etc. – content, not collaborative – blogs, discussion groups, etc. – in this post.

Your governance framework must cover how you manage new content owners and editors.  This is the best way to sustain the baseline you have established for best practice.  Without it, people will inevitably see a decline when they access your intranet.  Their productivity and effectiveness risks declining and affecting their overall work performance.

There are five actions that you need to consider taking so new publishers are good publishers:

  1. Induction training on how to use the publishing tool.  This is not just about what to use it for.  It includes how to use the publishing templates.  It needs to covers features like global navigation bar, content owner, review and last updated dates.  By explaining why this is important it helps encourage best practice.
  2. Have good communications channels so new publishers can keep up to date with the latest news that affects them.  Publishers should be able to ask other publishers for help and get answers.  New publishers should feel they are fully informed about how they use the intranet.
  3. Offer clear online guidance and best practice tips on how to publish on the intranet.  Reinforce this when you contact content owners and editors e.g. email, discussion group, conference call or webinar.
  4. Invite all new publishers to join a discussion group covering publishing topics to help develop a broader understanding.  It is much easier (and cheaper) to have peer-to-peer conversations where practical tips are shared quickly with each other.
  5. Have one set of publishing templates that you manage.  Keep publishing simple and easy to encourage best practice.  One publishing process will save content owners and editors’ time.  It avoids the temptation to try alternative methods or create more templates.Book cover - Digital success or digital disasters

Find out more information on how to manage your publishing community and intranet from my new book ‘Digital success or digital disaster?‘.  Read the introductory chapter to find out more.  A license to share the ebook with publishers across your organisation is also available.

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Posted in benefit, best practice, collaboration, communication, community, digital success or digital disaster, digital workplace, engagement, governance, intranet, publishing, standards, training

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7 principles for good intranet governance

Posted on June 1, 2015 | Leave a comment

An effective governance framework is essential for a well-managed intranet.  It can be the deciding factor between a good user experience, greatly valued, and a poor user experience with little benefit.  Every intranet is different depending on the size, type, and culture of the organisation it supports.  However, there are some key governance principles that are common to their success.

Recently I spoke at Intranatverk about this based on my book  ‘Digital success or digital disaster?‘ which is a practical, experience-based approach to growing and managing a successful intranet.  My slides are avilable for you to share.

The alternative to governance can be chaotic anarchy.  Posing risks to security and intellectual property provides an awful experience for those who still use your intranet.  Where governance can start to get confusing and difficult is in how it is applied.  Applying these governance principles leads to a good outcome:

  1. Know your organisation
  2. Define the scope
  3. Put people first
  4. Use all resources
  5. Compare and benchmark
  6. Do what you say you will do
  7. Keep it legal

Think about how you build a house with the foundations, walls, floors, windows, doors and finally the roof.  It would not make sense for you to have windows, doors, and a roof only.  The same applies to your governance framework.

These principles for good governance are not like a menu that you choose which items to have and leave others alone.  You need to follow all of these to build a strong foundation to improve your intranet and implement your strategy.

Read the introductory chapter of my new governance book to find out more.  A license to share the ebook within your whole organisation is also available.

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Posted in benchmark, best practice, digital success or digital disaster, digital workplace, governance, intranet, strategy

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What is the right publishing model for your intranet?

Posted on May 27, 2015 | Leave a comment

Last week, I ran a workshop at Intranatverk with an enthusiastic group of intranet people to cover what is the best publishing model for their intranet.  The slides I used for the workshop are available for you to share: .

 
I took this subject from my book  ‘Digital success or digital disaster?‘ which covers all the other areas of intranet governance you need to develop when improving how your intranet is managed.

There were three main conclusions from people at the workshop:

  1. The publishing model was relevant.  Most people said their intranet used the hybrid model which combined the centralised and decentralised model moulded to meet their organisation’s requirements.
  2. The centralised model could not be adopted if collaborative tools are used.  It is impractical to expect people to comment on a blog post or contribute to a discussion thread by sending their content to another person to publish on their behalf.
  3. The outsourcing model is best applied in two scenarios.  Firstly, when an organisation is young and small it can’t afford to employ someone full-time on their intranet but can afford an external specialist when needed.  Secondly, translating content from one language to another can be expensive and hard to justify the cost of a person/people to carry out this activity perfectly.  An external specialist to call upon when needed can be a cheaper and better option to consider.

The publishing model you choose needs to meet your organisation’s needs.  It also needs to fit within a wider governance framework that includes your publishing roles and responsibilities, standards, and support.

All these are needed to give an overall great, consistent, experience for anyone using your intranet.  Achieving this helps people to be more productive and effective and so benefiting your organisation.

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Posted in best practice, digital success or digital disaster, digital workplace, governance, intranet, publishing

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