Tag Archives: intranet

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.

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.

Can you risk your sensitive information leaking?

Can you risk your sensitive information leaking?  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:

  • 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 needs to be correctly categorised so people can access all the content they have permission to view and use. Balance the different needs so information that people can access is easily available and does not hinder their work by unnecessary logins or passwords. Your organisation must also feel confident sensitive information is not at risk.

Permissions need to be correctly set so information complies with your organisation’s Information Retention Policy. This also applies to applications e.g. HR information about pay and performance, which can contain sensitive information. The different levels of permissions needed by your organisation will vary depending on its culture and purpose.

You also need to consider at the site level as well as at the organisational level. Here owners of a site can decide who has permission to use their site for different activities. This will vary depending on the publishing tool used and the culture within your organisation.

Data Protection, particularly Personal Data and European Union rules for its use and storage, may affect your intranet systems, particularly Human Resources systems. Within the European Union, it varies on what is published about individuals and even how it is published. Some information needs permission from an employee before it can be published. For other countries it can be shown without this within the same organisation.

You need to take advice from HR and legal experts to ensure your intranet and content owners comply. Sometimes it is better to take extra time and steps to keep good employee relations and follow your organisation’s values and culture even if strictly you do not need to for some employees.

Copying any content, especially an image, photo, or multi-media file, from another website to insert on an intranet site can be an infringement of copyright unless you have permission from the copyright owner.

Benefits

Knowing that you are protecting sensitive information across your intranet gives three main benefits:

  1. People using your intranet will be confident the information they are using has the right level of permissions set and they are able to rely on who has access to any sensitive content.
  2. For you it is also important from a governance view to have confidence the correct people are using the right information. You have integrated your training, guidance and support for publishers to help establish a common understanding. This prevents sensitive information being available to people who should not permission to see it.
  3. Your organisation can be confident your intranet complies with its information security policies. The risks of sensitive information leaking are reduced which could risk damaging to its brand and reputation.

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

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

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.

Mobile collaborating: easier said than done!

In one week I will be participating at the World Class Mobile and Social-Enabled Enterprises event on 5 and 6 June in Frankfurt, Germany.

If you are thinking of coming to one of the best mobile events in 2014 please use this code WCMSSPEAKYOURLASTNAME in the special requirements section on the registration form.

I will be running a workshop on mobile collaboration.  I intend to cover the barriers you can face that can prevent people being able to easily collaborate whenever they need to.

I will also show how you can either prevent these barriers or take action to overcome them and still succeed with mobile collaboration.

I hope you will join me!

 

Getting the full value out of SharePoint

I recently posted on how you create a strategy that helps you to implement SharePoint successfully.  I then posted on how you to develop the right level of governance to manage SharePoint well.  But how do you gain the full benefits that SharePoint offers?  And how should you be measure it?

There are three areas you should prioritise:

  1. Productivity improvements: time saved solving problems using SharePoint instead of meeting in person to do this.  There are the costs of travelling avoided too.
  2. Savings in hardware, support costs and licences from moving content and tools on existing technology to SharePoint.
  3. Business intelligence can lead to opportunities to increase revenue through quicker responses to sales leads and customer service problems.

You may have other areas.  The key is to understand what business benefits you could gain from using SharePoint.

My first-hand experience at BT and from working with clients is that you benefit from using SharePoint.  It is your approach which is critical!

You can out more information on how to measure the full value of SharePoint to help you

 

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.