Category Archives: navigation

Do you worry about the content you can’t find?

Do you worry about the content you can’t find?  If you can’t find the information, how can you possibly manage it?  Can you afford to take that risk?

Many organisations find it difficult to see the benefits from publishing standards.  I remove the barriers to show the benefits from each publishing standard in this series of posts.  Publishing standards aim to:

  • Reduce the risk of sensitive information leaks
  • Improve the overall user experience
  • Make people using your intranet more satisfied with it
  • Improve people’s productivity
  • Improve people’s quality of work

It is vital that all information is easy to find by people who need to use it for their work. The amount of extra effort required by a content owner to publish findable content is minimal. However, the impact can be dramatic for the people who need to use it. It is important your intranet search engine can give content the right priority so people can find it using logical words or phrases.

In my experience intranet search engines have received an undeserved press by people using them to find or rather not able to find the content they need. People’s expectations have risen with their internet experience with little consideration of how Google achieves this. There is a phrase I have heard many times to explain this problem of “garbage in – garbage out” which I can understand.

As well as search engines you can use global and site menus to help people navigate quickly to information and tools they need to use.  An A-Z or coproate wiki can also help by providing a central source of knowledge with links to various parts of your intranet or digital workplace for easy journeys.

Benefits

Knowing that you are helping people find the right information gives three main benefits:

  1. People using your intranet will save time by finding the information more easily. Having a publishing standard on findability that encourages content owners to use all available tools to help people reinforces this.
  2. For you it is also important you can reinforce the right behaviour with content editors by having mandatory fields for metadata. This supports your guidance that sets out why it is worthwhile adding metadata and the content to your A-Z.
  3. Your organisation can be confident of improving productivity with a good search engine and its scope means there is all published content is searchable and indexed.

Benefit from finding your content easily

Many organisations find it difficult to see the benefits from publishing standards.  I remove the barriers to show the benefits from each publishing standard in my next few posts.  Publishing standards aim to:

  • Improve the overall user experience
  • Make people using your intranet more satisfied with it
  • Improve people’s productivity
  • Benefit your organisation
  • Improve people’s quality of work

It is vital that all information is easy to find by people who need to use it for their work. The amount of extra effort required by a content owner to publish findable content is minimal. However, the impact can be dramatic for the people who need to use it. It is important your intranet search engine can give content the right priority so people can find it using logical words or phrases.

In my experience intranet search engines have received an undeserved press by people using them to find or rather not able to find the content they need. People’s expectations have risen with their internet experience with little consideration of how Google achieves this. There is a phrase I have heard many times to explain this problem of “garbage in – garbage out” which I can understand.

Benefits

Knowing that you are helping people find the right information across your intranet gives three main benefits:

  1. People using your intranet will save time by finding the information more easily. Having a publishing standard on findability that encourages content owners to use all available tools to help people reinforces this.
  2. For you it is also important you can reinforce the right behaviour with content editors by having mandatory fields for metadata. This supports your guidance that sets out why it is worthwhile adding metadata and the content to your A-Z.
  3. Your organisation can be confident of improving productivity with a good search engine and its scope means there is all published content is searchable and indexed.

Are there other benefits you have found?  Please let me know.

In my next post I will cover secure and private content.

Chaotic or consistent: What is your intranet experience?

I recently wrote a guest post on how you can change a chaotic intranet experience into a more consistent and better experience.  I showed how a governance framework that has roles, responsibilities, and publishing standards that are implemented smartly can encourage people to use the tools and information more frequently and deeply with consistent design, features and structure.

You can read ‘Chaotic or consistent: What is your intranet experience?’ here.

SharePoint: what does good look like?

A little while ago I asked ‘Is SharePoint ‘good’ or ‘bad?‘.  I believe it is how an organisation implements SharePoint that helps you feel if it is good or bad.

Building on this theme I will be presented the keynote address at IntraTeam’s event in Gothenburg on 4 December ‘SharePoint: What does good look like for?’.

I will cover how your approach is critical to achieving a good SharePoint experience – for you as well as for people using it – with the need for a strategy that sets the right direction and a governance framework to help you keep moving in that direction every day.

I will also be showing examples of what I believe good looks like with SharePoint.  I can’t share all of these publicly with you I’m afraid – you will have to be at the event to see all the examples – but I can share some here.  I hope you find them useful along with my steps to a good SharePoint experience.

If you need any further information or help with SharePoint please get in touch.

Valuing information tip 4: finding it more easily

In this series of posts ‘Showing the value of your information’ I help you with tips and advice.  So far I have covered owning content, accredited content and collaborative content.  I now want to cover findability of your content.

By findability I mean how you can make it easier for people to find the information you publish and manage.  Making that difference will show that your content is more valued by anyone finding it.

Headings

Think about the title of your content.  What words or phrases will people be searching for? For your content to be high in the search results you need your title to be clear and meaningful to your intended audience.  Any tags or metadata you add should help people understand your content when they find it.  The aim is to help people find your content more easily and not need extra time and effort to do this.  The sad truth is people rarely do this.

For example the title ‘Is SharePoint good or bad?‘ is clearer compared with ‘Is some Microsoft technology better or worse than average when compared with other publishing tools?’.

jargon

Avoid using jargon such as abbreviations or abridged versions of a word.  Always use the terms most people are familiar with and will recognise when they are searching for your content.

For example when I used to work in BT (a technology company) the term ‘broadband’ was also known as ‘DSL’ by technical people or ‘BT Infinity’ and other product names by Marketing, Sales, and Customer Service people.  Broadband was the common term that was recognised by everyone with other terms associated with it rather than used instead of it.

keywords

Think about the keywords you will be using which best cover the content you will publish.  Use these keywords in your content to help your search engine pick up on them (search engine optimisation – SEO).  The keywords should also be used most frequently by people to find your content.  The more frequently you use a standard term rather than variations of that term, the more likely your content will be ranked higher in the search results.

For example if instead of using the term ‘intranet’ you also used variations such as online environment, content management, accredited content, digital workplace, or inside the firewall, it will not have the same impact or findability (It will also be very confusing and possibly inaccurate too but you get the point I am making!).

So, using these tips helps people to find your content and by doing this add to its value because of the extra thought and effort you have made when publishing it.

How to help people to find your content

One of the areas that I get asked for help with is how to make it easier for people using their intranet to find the information they need for their work.

How people are able to find your information or site is critical to how good their experience of it is.  It’s no good having this fantastic source of knowledge on your intranet if no one can find it!

If you are making a major change to your intranet or maybe a smaller improvement to it e.g. launching a new site, it is very wise to test it with some volunteers who can feedback and influence any refinements so it gives the best experience when launched.

One way to help you is to create an information architecture – a structure and menu to help people find their way around your intranet easily – to test with people who could benefit from this new information to be launched.

An online testing tool can take the guesswork out of information architecture and help you check where the right place should be as well as the most suitable headings.

I have found ‘tree testing’ – a usability technique for evaluating the findability of information – is a good way with a simple text version of your intranet structure and hierarchy.  You can also use it to test the structure of a new site to check the content and headings are shown in the best way.

A small amount of funding for online testing can save you the time and effort second guessing where people may expect to find your content.  It will also help people who need to use your information having a better experience.

Can you recommend a tool that has helped you?

Good governance signals right mobile direction

In my previous post in this series on mobile I asked ‘Why you need a mobile strategy‘ and showed that 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.

Mobile governance principles

You need to have the following in place:

  1. A champion who will sponsor your strategy and the direction you take
  2. Stakeholders who represent your organisation’s key business areas and functions with the right decision-making authority
  3. Roles and responsibilities that include meeting the needs of mobile users
  4. Standards for owners of content and tools to follow so mobile devices can easily use these

Mobile standards

You need to have standards consistently but appropriately applied for mobile content and apps.  This may mean a change of focus to how your publishing standards are applied to how content is already used.  I will focus on three standards which are most important to a good mobile experience:

Security

It is critical to protect the intellectual property and commercial interests of your organisation.  It is also important to make the method of accessing content and apps from a mobile device secure and easy to do.  It is no good having several logins with different passwords just to quickly look up a person’s contact details you need to quickly check something with just before you enter a meeting.  People just won’t have the time and patience to follow this method.

But you do need some intelligent software working in the background to ensure you know who is accessing content with a mobile device.  Getting the balance right between these two needs is sometimes delicate to achieve but essential for the benefits of mobile use to be achieved.

BYOD

Bring your own device is increasingly seen as important to employers and employees.  It offers businesses opportunities and productivity benefits if it can be successfully introduced.  It manages the threats from wider security systems by having processes to monitor these.  You need a BYOD policy for mobile devices coming onto the network that may not have been checked.  By a combination of tools to implement it and educating and building trust with employees on how to use mobile devices this can help.

Usability

This is even more important than usual because of the smaller and different screen sizes for mobile devices.  Think about the difference in size of screens between a smartphone, tablet, and laptop.  Yet you will need mobile workers to be able to use the device that is best for their needs.  You need to get your content editors and apps developers to think about mobile first when designing how people need to use their information or apps for their work.  This may be some mind and culture change for some people!

The interface for each device needs to be clean, simple, with any key functionality easy to find and use and unnecessary links, extra content, and functionality stripped out.  Always test with mobile users at each stage of development and before launching to check it will meet their needs.

My last post in this series will focus on the mobile experience.