Tag Archives: governance

Why sites keep you coming back for more

The sites I use most frequently for the latest news or to order something I want to buy or to help me with a problem e.g. travel directions are not unique sites. There are alternative sites I could choose to use but I don’t. I keep using the same ones. Why is that?

Firstly the site I keep using obviously meets my needs but if we take news sites as an example there are many that provide the latest news. It is not just that it provides me with news, there are other reasons why. A new design may be compelling for the first time and new features may also encourage me but to keep me coming back again and again it needs something more.

It is more likely to be the consistency in the look and feel; navigation to help me find related content quickly; help when I need to find out more e.g. contact the content owner so I am confident that I can rely on what I read as being accurate and up to date. In other words it is a place that is well-managed and applies some form of governance to give me a consistently good experience whenever I use it. That is what keeps me coming back for more.

When I think of some of the great internet sites I use like Amazon, Wikipedia, BBC News, it is because they also have a great governance framework which is the foundation to giving me a great experience every time I visit them. Without it these sites would miss something which would sooner or later make me try an alternative.

The same analogy that I have applied to a web site will also apply to any mobile app, intranet, digital workplace or collaboration tool. The size and complexity of the online space being managed is irrelevant. The same principles of governance will always apply. Those which are well-managed will be used more because they give a more consistent user experience and can be relied upon more to provide whatever you need.

Since 1996 when I first started my journey with intranets, collaboration tools, digital workplaces and mobile workspaces I have appreciated how important it is to have a governance framework that supports its purpose. It can be the crucial factor that causes a quicker adoption, increased usage and higher satisfaction with people to help with their work.

How to succeed with mobile collaboration

On day 2 of the WCMS14 conference I ran a workshop about mobile collaboration. People can help each other or can ask for help to collaborate. Having mobile access means you can do this whenever you need to and not have to wait any more. To achieve this there are four areas to focus on:

  1. Make it easy
  2. Manage it smartly
  3. Technology has to meet business needs
  4. Involve people with mobiles

1. Make it easy

The main point is to create an overall consistent experience for people whatever device they use. With more mobile devices than traditional PCs being sold now, organisations should put the need of mobile people first.
By removing the barriers, mobile users don’t need extra logins to be able to collaborate online. It should also be possible to collaborate while offline and the tool synchronise and update automatically.
Research with mobile users what they need most to help them collaborate online, what experience it needs to be and identify tools with the best adoption rates and understand why.

Manage it smartly

It is important that any governance is built to help people collaborate while mobile and not hinder this aim. By extending existing publishing standards to cover mobile use appropriately you continue with one governance framework. The same applies to roles and responsibilities for content and app owners as well as intranet managers.
The findability of content is critical. Having one search engine that covers all the information architecture helps to achieve this. The decision over whether you have one version of the content or app which is responsive to different designs or different versions for each size screen will depend on the information architecture you develop and on security needs.
How long is it before information become knowledge? Your answer to that will decide whether all your collaborative content stays online and is searchable or is archived after a period of time or inactivity or removed permanently. There are no right or wrong answers but you do have to decide what is best for your organisation.

Technology has to meet business needs

Make sure you have the right solution for the right business requirements. This means being very clear what you need before you start to research the technology that can meet your business needs. It will probably also mean you don’t choose the top solution, partly due to the costs, but also because it provides features and functions that you have no immediate or foreseeable need for.
Any technology for mobile collaboration bought or developed needs to be configurable and shown to work with existing systems and platforms.
You need to consider how many operating systems your organisation will support for the different mobile devices used for mobile collaboration. This needs to cover the issue of BYOD. A balance needs to be struck which may be something like x number of operating systems will be guaranteed to give a good mobile user experience and support y mobile devices. You can choose other mobile devices but you should not expect to be guaranteed a good mobile experience.

Involve people with mobiles

You should not assume what collaboration tools people with mobile devices need. You need to research their needs not just make something accessible from a mobile device and say the experience is good enough.
Involve people at the earliest stage of developing the user experience. As soon as the development is good enough for basic use it should be thrown open to mobile users to test out. They can feedback any problems or improvements that will help them to collaborate better to be acted upon.
A perpetual beta development status can be adopted for the mobile collaboration tools to avoid long delays in improvements, the need for major re-launches. Small, incremental, changes can be made quickly based on clear feedback and involvement from mobile users.
Lastly the testing can be a formal User Acceptance testing approach or more informal and open to anyone with a mobile device to use at any time. The process needs to be transparent and a playground/sandpit available where all development can be tested out. This may need IT to change its approach!

Summary

  1. Remove barriers that prevent adoption
  2. Have one governance framework
  3. Right mobile collaboration tools that meet needs
  4. Involve people who use mobile

 

Is your governance good enough for SharePoint?

I have written many blog posts on SharePoint based on my first-hand experience from developing strategies through to the full implementation of features such as TeamSites, MyProfile, etc.

One of the most common requests I get from clients is “How is the best way to manage their intranet while using SharePoint?”  This question is asked because SharePoint is a ‘big beast’ and needs a more rigorous and broad governance framework that is good enough for the challenge.

Your approach needs to consider:

  • Restricting use: stopping some features from being used e.g. SharePoint Designer
  • Encouraging best practice: making sure guidance and training are available
  • Preventing problems: checking content before it is published

Each of these approaches can support your governance strategy for
SharePoint.  The key is to understand what you need to use SharePoint for most of all.

My first-hand experience at BT and from working with clients is that well planned and managed governance is good enough to gain the benefits from using SharePoint.  It is how you approach this which is the critical success factor!

You can out more information on how to build good SharePoint governance to help you.

Is your intranet legal?

I recently wrote about how you should manage your intranet.  A governance framework based on your business requirements is a good approach to take to achieve a well-managed intranet.

Part of your business requirements will need your organisation to comply any laws that apply in any country you operate in.  A strong governance framework will help avoid the risks of non-compliance with all legal requirements in the most effective way.  It is better to look at the bigger picture and be consistent rather than have a local, fragmented, approach.

Factors you need to consider are:

  1. The impact on your organisation’s brand and reputation if it is non-compliant with a legal requirement.  Is it really a risk worth taking?  Can you foresee all the fallout from the publicity?
  2. It is not something you should just pay ‘lip service’ to.  You need to be serious about meeting not just the letter of the law but the spirit of it too.  It can have many positive benefits if approached in the right manner rather than seen as inconvenient and a hindrance.
  3. Living the values of your organisation by being able to demonstrate that employees are respected by your intranet complying with all legal requirements.  This may also encourage people to join your organisation rather than a competitor.

My first-hand experience and from working with clients is that intranets that are  legally compliant by using best practice examples have a positive impact on your organisation and your intranet role.  It is how you approach this which is the critical success factor!

You can out more information to help your intranet avoid the legal risks.

How to manage your intranet

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:

  1. 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.
  2. 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?
  3. 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.

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.

How to develop a strategy for SharePoint

Recently I posted on how to develop an intranet strategy and how to develop a digital workplace strategy.  I now want to cover SharePoint because it is used by so many organisations.  I have covered in earlier post if SharePoint is good or bad and what organisations need to do to help decide if it is.

This post focuses on a strategy for using SharePoint.  Note it is NOT a SharePoint strategy!  This is a mistake organisations have made and it can have serious consequences.  A strategy for SharePoint needs to consider far more than just implementing technology:

  1. Be afraid, very afraid, of implementing SharePoint without a clear set of business requirements.  Make sure SharePoint is the best match for these requirements.
  2. Have clear priorities for what SharePoint needs to help with first.  Without these how will you know what can requirements can be met first or have the biggest impact on your organisation?
  3. Make sure you have a robust governance framework in place before you start using SharePoint.  You will need it!  I find it is the most common reason for causing problems.
  4. Make sure you also have a clear structure, an information architecture, that is logical and predictable for people using SharePoint to find what they need.
  5. Consider the culture and wider behaviour that exists across your organisation before you start using SharePoint.  They need to fit so the features can be used to their full benefit.

There are some key principles which you can apply to help you create a strategy for SharePoint to be good for your organisation.  Find out more information about how to develop a strategy for SharePoint.

A recipe for managing your intranet

There are many ingredients that go into your recipe for how you can manage your intranet well.  Few organisations are excellent with how they manage their intranet.  Even fewer are prepared for their intranets to transform into digital workplaces and take advantage of the benefits on offer.

It is no good looking at a menu for managing an intranet and choosing a few items from the menu that are easy to do.  If you are expecting by doing this people using your intranet will get an improved, consistent, experience you will be sadly disappointed.  If only it is that simple! :)

From first-hand experience as the BT Intranet manager and from the wider view when consulting helping clients with the right approach for their intranet this is my recipe to successfully manage your intranet.

Starters, entree or first course

  1. Have a set of business requirements: your business strategy, values and priorities will help you
  2. Have a set of user requirements: satisfaction surveys, online polls, feedback will be good indicators
  3. Know who your stakeholders are: the senior managers who will champion and support you

Main course

  1. Develop your intranet strategy: scope and align it with your business strategy
  2. Set a few key priorities: what will benefit your business most
  3. Create your governance hierarchy: roles, responsibilities, reporting lines
  4. Define your publishing standards: base them on business, legal and user requirements
  5. Design your information architecture: where people using your intranet expect to find content, etc.

Afters, Dessert or sweets

  1. Measure the benefits: Track your progress with your project plan
  2. User satisfaction: Survey people to assess any change in their views
  3. User engagement: Analyse your statistics for changes in usage

Following this recipe should give you a dynamic intranet, engaging content with plenty of energy for future improvements!  Why not give it a try or would you add any side dishes or change the menu? :)

My 2014 predictions

I reviewed my predictions for 2013 and believe they are happening more as we move towards 2014.  So what has 2014 got in store for us?  Here are my five predictions:

Cloud

Organisations will more seriously consider what approach will best meet their requirements.  Factors that will need to be considered before a final decision is made are:

  • How much will it save compared with the costs of keeping it within the firewall?
  • Will you have better business resilience?  Will it remove the single point of failure problem?
  • What will be the levels of service?
  • Who do you trust with your data?
  • Will your content be secure?

Mobile

I know a lot has been said about mobile and how it is driving the transformation of intranets towards digital workplaces.  But how many employees still only use their smartphones for emails and texts?  Organisations need to get serious about realising the benefits and consider:

  • Increased productivity by people able to find information, complete tasks, share problems and knowledge when they need to without delay
  • Save accommodation costs and reduced dedicated workspace so people share as and when they need it
  • Support new ways of working with distributed teams and managers enabling and facilitating rather than controlling or limiting activity
  • Fear of the unknown is not a good business reason to stop employees using mobiles for their work
  • Bring your own device is a solvable problem when everyone wants to reach agreement over intellectual property, security and building trust and behaving sensibly

Collaboration

I am starting to see real examples of collaboration which showing through on business’ bottom line and getting the attention of senior manager.  This will bring benefits as it is taking more seriously and investment decisions are easier but the pressure to continue delivering larger savings will also increase.  Examples include:

  • Project teams sharing and creating online documentation without having to meet face to face or email each other
  • Solving problems more quickly using tools to find people with similar skills and experience
  • Sharing knowledge that helps others to solve problem and the organisation’s culture increasingly supporting this way of working

governance

Organisations are realising, especially if they are implementing SharePoint, that all the areas where content is published need to be managed.  The problems of gaps in information managed and risks it can create are being recognised more.  More robust frameworks are being developed and used.  Examples include:

  • Different types of content such as accredited e.g. policies, news articles, and collaborative e.g. comment in discussion group, blog post are being accepted
  • All the different areas for content are being joined up e.g. content management, document management, project spaces, and news.
  • A hierarchy which sets out roles and responsibilities help identify overlaps and gaps in managing information
  • Publishing standards are being applied in smarter ways taking less time and effort with digital workplace teams

Value

As intranets are transforming from their original purpose as communications tools towards digital workplaces that are critical business tools that people in that organisation increasingly need to rely on for their work, so their value is increasing and the need to measure that value.  Examples are:

  • Productivity savings are accepted in principle now even if the amount is not agreed by everyone
  • The impact on property usage and type is becoming more linked to new ways of working
  • The value an organisation places on a person’s digital assets e.g. knowledge in documents is starting to match that of any physical assets e.g. computer
  • Business resilience is critical to organisations and along with plans to use the cloud are plans to benefit from a more distributed workforce that no longer has to be in just one location

This is my last post of 2013.  I hope anyone reading this has had a great 2013, will have a relaxing break over the Christmas period, and be hoping for more success in 2014!

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.