Category Archives: publishing

How you can avoid your digital workplace becoming a barren desert

Do you know where everything is in your digital workplace?  It’s an easy question for me to ask.  However, the answer may be more difficult for you to answer.

In 2015, intranets are now at a jumping off point to become digital workplaces.  People are increasingly using different methods to connect whenever they need to.  When they connect it is to find information, use apps, share some news or ask for help with a work problem.

In my last two posts I have covered how this is a wonderful opportunity for you to make your digital workplace a great experience, encouraging more frequent use and improving the productivity of people using it for their work.

By combining a clear information architecture with a good governance framework you create a thriving digital workplace, not a barren desert where there is little chance of finding that oasis of vital content you need.

To successfully transform your intranet into a wider digital workplace where everything may be in the cloud with people accessing it from any device, anywhere and at anytime, you need to consider these steps:

  1. It is critical your governance framework and information architecture are synchronised and have the same scope.  You should have one person with overall responsibility for making sure this happens.  You also need a common understanding of what they both include.  Making this transparent on your digital workplace so other people can see them helps any gaps or overlaps to be spotted quickly and acted upon.
  2. You need to agree what that scope should be.  Is it for accredited content, collaborative content, and applications or only some of these?  Whatever the scope is, you need to communicate it clearly with stakeholders.  You also need it approved so you have the authority, should you need it, to contact anyone operating outside of its scope.
  3. Your governance framework needs to have the roles and responsibilities set out with a hierarchy showing reporting lines for strategic and operational activities.  It also need to include the publishing standards for your content owners, editors and application owners to comply with.  This is essential for a consistently good experience for anyone using your digital workplace.
  4. Your information architecture needs developing to meet the requirements of your organisation.  It should become an overarching structure for all your content and applications. Get these right and you have the ingredients for a consistently good user experience, achieving two aims:
    1. Help people using your digital workplace to quickly find what they need for their work and to be more productive.
    2. Help publishers and app owners to easily find the right place for their accredited and collaborative content, and applications.

Try to avoid a piecemeal approach by implementing only some of these steps.  That can lead to confusion and a poorer experience as people keep adjusting to the changes.  It will also lead to less productive employees and less frequent use of your digital workplace.

That is something you need to avoid by considering how all the steps can be adopted and the full benefits gained for your organisation.  Now, that’s a good message you want to communicate, isn’t it! :)

Is your digital workplace experience good or bad?

Intranets are now at a jumping off point to become digital workplaces. In 2015 organisations are no longer just talking about ‘digital’.  People are increasingly using different methods to connect whenever they need to.  When they connect it is to find information, use apps, share some news or ask for help with a work problem.

In my last post I recommended you have clear business requirements, the right direction set with a strategy, support from your stakeholders, and measures agreed that can demonstrate the benefits of your approach.

You also need people to have a consistently good experience every time, with every device, from every place to successfully transform your intranet into a wider digital workplaceWhat can you do make this happen?  I recommend you consider the following:

Within a governance framework you need to implement publishing standards for everything people use across your digital workplace.  People need to be familiar with what they access, no matter what device they use.  This saves time with people not stalling while they check everything before they start using it.

This is easier said than done though!  Firstly, you need to identify your business requirements for your publishing standards.  Once this has been done, you can then develop what publishers need to do to implement each standard.

The difficult bit is getting your publishing standards applied to all your content and apps, whatever device someone is using to access them.  But you have to do this to be consistent.  Without achieving this, people may doubt what they are using because it may look different and the experience vary too much.  For example:

  1. Ownership: Every piece of content and app has an owner who can be contacted for further information.  Think about how you need to show this for each device people may use.
  2. Timeliness: Every piece of content has a review date that gives people confidence they can rely on it being accurate and current.  Again, think about how this can appear for every device.
  3. Findability: Every piece of content and app, in whatever format is needed for each device, is indexed by your search engine so it can be found quickly.  Making sure it is properly tagged by your publishers will also help people find what they need more easily.
  4. Usability: Every piece of content and app should consider mobile users first.  That can be a big change of focus.  More and more, people will use a smartphone or tablet to access what they need.  Test your content and apps with these devices to get the user experience right.
  5. Navigation: Every piece of content and app needs to be linked together so you can quickly move from one to the other.  Menus need to work with every type of device and will need testing before implementation.  You don’t want oasis of content that are disconnected from each other by a digital desert.

You will need to include in your governance framework how you can achieve this.  Publishers will need to be trained on how to use the publishing tools obviously.  For collaboration tools that really should be by following simple guidance because they are very easy to use.

However it must also cover what your publishing standards are, why they need to be implemented and most importantly, how that will be achieved.  You need this for a common platform of knowledge and understanding across your publishing community.

Follow up the training for your publishers by educating them with simple processes to publish content, develop apps, etc., and support their publishing needs with guidance, Frequently Asked Questions, discussion groups.

Taking this approach will help give people a consistently good experience every time, with every device, from every place to successfully transform your intranet into a wider digital workplace.

 

Publishing content: Use it, don’t abuse it!

Content that is easy to use does not appear like that by magic.  It is having standards on usability, supported by training and guidance, that helps to make this happen.

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

Information must be usable and valuable to people who need to use it.  Features and functionality need to make it easier for people not just implemented for the sake of it. They should help people to share views, discover other people and their skills, find the right information and use what they find with the minimum of effort and time taken.

Your publishing standard should encourage employees to engage and influence the look and feel of your intranet as well as sites, applications, and tools. Embracing this approach through research, feedback with clear and transparent methods will help embed this and help to improve the overall consistency of your intranet user experience.

Benefits

Knowing that you are helping people to use information easily on your intranet gives three main benefits:

  1. People using your intranet will have an easier and better experience. This will encourage people to use it more frequently and extensively because the intranet is consistent and usable and meets their needs
  2. You can encourage your publishers to use the publishing templates with the usable design, layout, features and functionality be showing that more will use view their information.
  3. Your organisation can be reassured the investment made in your intranet is justified by the increased use made by people to help with their work.

Why is the Scottish referendum similar to intranet governance?

Last week the people of Scotland took part in an historic vote to decide on the level of democratic governance they felt best met their requirements.  Did they want to have a full devolved level of governance where they made all their own decisions?  Or did they want to have a framework balancing the right level of central direction or strategic governance while meeting local requirements?

I thought it sounded familiar and I realised how our intranets have a similar approach.  If your intranet is out of touch with what your organisation, users, and publishers need to help them then you haven’t got the balance of governance right.

So, what are the lessons we can draw from this to help how we manage our intranets – whether they are based in Scotland or global?

  1. Keep in touch with everyone involved in how your intranet is managed and used.
  2. Find out what they require and plan how to meet their needs.  No last minute pledges that are not fully thought through!
  3. Have a framework with roles, responsibilities for all levels that can be flexible to meet new priorities.
  4. Make sure your approach to governance is in tune with the culture of your organisation and mood of people using your intranet.
  5. Don’t be afraid to ask people what their view is and hold the equivalent to a referendum to find out.

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.

Benefits from up to date content you can rely upon

The problem many organisations find difficult is seeing 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

People must be confident they are using the most up to date information.  They need to clearly see a review date to be assured it is not out of date. Content must be reviewed regularly to comply with your organisation’s Information Retention Policy. As a minimum this will normally be at least once every 12 months by the owner or editor for accredited content and probably less for some content such as news articles. Owners should remove content that is no longer needed and out of date or update it so it remains relevant.

To actively manage and update your intranet content I find that having a ‘last updated date’ showing for each page of content can give people added reassurance that it is.

Benefits

Knowing that content available on your intranet that you use is up to date has three main benefits.

  1. People using your intranet they have confidence in the content available. They can rely on it being up to date and it encourages them to use your intranet more frequently and more extensively with each visit.
  2. You can be reassured it complies with the Information Retention Policy and will be reviewed regularly. Your publishing templates ensure the review dates have to be completed correctly before content can be published.
  3. Your organisation can be confident from a risk management perspective that only content that is up to date, managed and updated is available. Out of date content is removed and either deleted or archived depending on its status.

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

In my next post I will cover content needing to be secure.

The benefits from knowing who owns all your intranet content

The problem with many organisations is their difficulty seeing the benefits of publishing standards and why they are needed.  I will remove the barriers by showing the benefits from each publishing standard in my next few posts starting with content ownership.  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

If you want people to use your intranet and value how it helps with their work they need to be confident the information they use is clearly owned.  You need to be able to contact an owner if there is a problem with their content quickly.  People need to know who to contact if they need more information or wish to check about anything that has been published. It is vital that you manage all the information consistently and appropriately across your intranet.

Benefits

Knowing who owns each piece of content published across your intranet has three main benefits.

  1. People using your intranet will not be delayed trying to find out who to contact for more information. It also avoids other people being asked if they know who can help with the content with extra time wasted. Having the owner’s details linked to a directory that is automatically being updated gives people confidence they can easily contact the right person.
  2. For you it is also important from a governance view to have a complete picture of who owns what across your intranet. You can easily spot any gaps in ownership and take appropriate action. You can also audit all content and have a contact for any problems identified.
  3. Lastly your organisation can be confident it has removed the risks of intellectual property and sensitive information leaking outside of it because there isn’t any clear ownership for it. This helps reduce the risk of any damage to its brand and reputation.

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

In my next post I will cover content being reviewed and up to date.