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:
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
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.
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.
For 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
Posted in best practice, digital success or digital disaster, governance, help, intranet, publishing, standards
Tagged best practice, Digital success or digital disaster, governance, help, publishing, standards, training
After you have developed a clear intranet strategy as explained in my post ‘How to develop an intranet strategy‘ you then need to follow this with an implementation plan, publishing standards and a governance framework.
While every intranet is different there are some common factors that need to be considered so your intranet supports your business requirements:
- The size of your organisation will affect how you manage your intranet. If it is based in one location and you know everyone by their first name then it is likely you can manage your intranet on your own. If it has many thousands of people in many locations you will need a different approach and involve other people to help you manage your intranet.
- The type of organisation will affect how you manage your intranet. Is it streamlined on administration, informal decision-making? Or is it more formalised, committee driven, when making decisions on how publishing standards and intranet roles and responsibilities?
- The culture of your organisation will affect how you manage your intranet. Is it a very top down, command and control, culture with feedback discouraged? Or is it more open, democratic and consensual? Whether it is either or a mix of both will influence your approach to managing your intranet.
My first-hand experience and from working with clients is that intranets can be managed well no matter what size, type or culture your organisation has. It is how you approach this which is the critical success factor!
You can out more information on how to manage your intranet to help you.
Posted in best practice, content management, governance, help, intranet, plan, publishing, standards, strategy, training, value
Tagged best practice, content, governance, help, intranet, plan, publishing, standards, strategy, usability standards, value
It is not often that I recommend on my blog information to read that I believe is helpful and easy to read. Today is an exception (not just because I played a very small part in its creation)! :)
ClearBox Consulting with Kilobox Communiqué noticed that while on the top level of intranet sites there is good quality content, as you get into the lower levels standards start to drop. Often people have been trained on the publishing tool but had little guidance on how to get the most from an intranet as a channel e.g. how to write headlines, how to phrase links, etc.
They have created an excellent set of 10 FREE guidelines, each 1-2 pages long, covering the following topics in plain English:
- Effective headlines: help people choose what to read
- Images: attracting interest and conveying meaning
- Links: how to link to pages and files
- Layout: how to structure articles for scanability
- How to help people search for, and find, your content
- Content: write for your audience, not for your boss
- Documents vs pages: when to use PDF, Word, and other formats
- Engage: writing to start a conversation
- Channels: how to reach the right audiences with your content
- Mobile content
I recommend you read and share these with your publishers to help improve the overall experience people have with your intranet.
Thanks Sam and Wedge!
Posted in best practice, communication, content management, engagement, help, intranet, mobile, publishing
Tagged best practice, communication, content, engagement, help, intranet, mobile, publishing
In my previous post in this series on mobile ‘Good governance signals right mobile direction’ I said mobile is one of the key drivers for the transformation of intranets into digital workplaces which could become mobile workplaces but progress is patchy. It is no surprise if I say setting the right direction for your organisation with mobile is critical. Having some good governance principles helps you to continue in the right way and underpin your strategy.
We also need to give people a great mobile experience. But what exactly does that mean? Here are my thoughts on what is needed to achieve this in my last post in this series.
Firstly, you need to make sure the people who will benefit the most are able to use a mobile device. You need to be clear who will benefit from having a mobile device. It probably will not be everyone. Even if it is, you will need to prioritise who has the greatest need. Factors like the number of people involved, time spent away from their place of work and what contribution they can make, will help decide the greatest need.
When you have the right people then you can find out what information and which services they most need, when they need to use them and how they need to use them, to be able to design and test for a good mobile experience.
Secondly, you need to choose which mobile devices are the best tool to help people with their work. For example, is it a laptop, tablet, or smartphone, or maybe a combination of more than one of these that is needed? Will you let people bring their own devices to work or will your organisation provide them? These decisions are critical and will depend on your organisation’s corporate values, type of employees, security, funding and speed of adoption. Once these decisions have been made you can then focus on how you start to create a good mobile experience.
Once you know how to support the type of devices and size of screens being used, and the main purpose people will be using their mobile device for, you can start to create a good mobile experience.
Lastly, you need to make sure you have the right infrastructure to support the needs of mobile workers in your organisation. This means access to the information and tools needs to be 24/7 and not just normal working hours. It means business continuity plans must include how people will still have mobile access to what they need for work. Your organisation needs to consider the different mobile operating systems and devices it will support; what is the cost; what should be the limit; which systems and devices will have most overall benefit?
You also need to give a fast connection when mobile workers need it for their work to the information and tools. Why would you want a mobile device if you find it takes ages to connect to any content or services you need to use?
Good mobile experience
So, what is needed for a great mobile experience? These bullet points help summarise the posts on mobile:
- A mobile strategy aligned to business needs
- Supported by a governance framework
- Helping meet the needs of people using mobile devices
- Research and test with mobile users
- Get the infrastructure in place
- Have a policy on using mobile users for business purposes
If you need any more information please contact me.
Posted in digital workplace, governance, help, intranet, mark morrell ltd, mobile, user testing, value
Tagged digital workplace, governance, intranet, intranet applications, mobile, publishing, research, usability, usability standards, user testing, users