Tag Archives: measure

I wrote a book about governance: ‘Digital success or digital disaster?’

Book cover - Digital success or digital disastersWhen an intranet loses its usefulness over time, and people become disengaged and end up working around it rather than through it, I often find that the strategy and governance have been neglected.

Even a strong and appropriate strategy will founder if the governance isn’t in place to execute it.

I see governance as the foundation of a great intranet, and by ‘great’ I mean an intranet that is useful, useable, and supports the organisation’s goals and people’s needs.

I often blog about intranet governance, but my brand new book offers a lot more than I could ever drip-feed via short posts.  Writing a book has helped crystallise my thinking around governance, and delve deep into my past experience as an intranet manager, and as a consultant.

Take a look at my book now – it’s called ‘Digital success or digital disaster?’ and I mean for it to be relevant to intranets, collaboration, digital workplace and mobile workspace governance, while focussing on intranets.

I’m so pleased to have it published through Intranätverk, it’s been great to work with Kristian Norling and his team.  Seeing the final book on my tablet has made the months of writing all worth the effort.  I’m thrilled to be able to offer you my experience, guidance, and tips and hope you’ll consider my book a toolkit to better governance and a better intranet.

Please take a look at what the book offers you and your organisation – this is a ‘business book’ that should help organisations of every size, but I also hope it’s of interest to individual practitioners and ‘lone intranet managers’. I think this book can support you.

* Digital success or digital disaster? – Book available now.

* Follow me on Twitter – let me know what you think!

How much is your digital workplace (and manager) worth?

Do you know how much your digital workplace or intranet is worth to your organisation?  How would start to answer the question? With the global economic climate unlikely to improve greatly, organisations will want to know the full benefits to justify before investing in your plans.

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 three posts I have covered how this is a wonderful opportunity for you to make your digital workplace a great experience, how you need to find everything to avoid it becoming a barren digital desert, to encourage more frequent use and improve people’s productivity.

There are several steps you can take to improve the chances your plans will be approved.  To demonstrate the benefits your digital workplace you will need to look beyond traditional financial ‘ROI’ to wider benefits that also help your organisation:

  1. Have a strategy, governance framework, and information architecture that shows how you support your organisation.
  2. Demonstrate the full benefits of your plans.  Think about the top priorities and goals your organisation has and align with them.
  3. Find the right methods that can assess the different benefits you identify as possible to achieve.  This can be using surveys, polls, or more expert analysis.
  4. Consider the different ways you can show these benefits to convince your stakeholders.  Make sure you talk their language to help them understand your plans.

If you can complete all of these steps, you will have the best chances to gain the resources you need to implement your plans to transform your intranet into a digital workplace.

It may also help show the value you provide as well.  More on that in a later post!

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 this your ‘once in an intranet career’ opportunity?

Intranets are now at a jumping off point to become digital workplaces. In 2015 organisations are no longer just talking about ‘digital’.  They are now starting to take steps, sometimes slow and tentatively, towards transforming their online content and apps into something that is better coordinated.  People are also becoming better connected with their digital workplace or intranet whenever they need to be.

While this is great news for intranet practitioners, there is also pressure to make sure you take the right direction and invest in the right technologies, skills, and resources.  This is a ‘once in an intranet career’ opportunity to turn all your long-held dreams into the digital reality you have wished for.  It can also place a great amount of responsibility on you to get it right.

So, what do you need to do?  How can you turn this into your proudest moment in your career rather an underwhelming disappointment?

To successfully transform your intranet into a wider digital workplace where people can collaborate, have mobile access and apps on demand you need to consider what steps to take.  These should include:

  1. Vision: What does the future look like?  What will your organisation become in the future?  How will your intranet/digital workplace support it?  You need to be able to clearly answer these questions from your senior leaders.
  2. Direction: What is the right direction from your intranet?  How will you get from today’s intranet to the future digital workplace?  You need to be aware what your organisation’s strategic priorities are.  You need to see how your digital workplace can align with and support their achievement.
  3. Requirements: What are your organisation’s requirements?  Have you an existing strategy for your intranet?  You need to identify what exactly your senior leaders – stakeholders – need from you.  You also need to seek support from senior leaders for your plans.
  4. Plan: How are you going to complete your journey from intranet to digital workplace?  You need to be able to work out the resources needed, prioritise your activities, and timescales to achieve everything.
  5. Measure: What is the current position?  How does the transformation compare when it is completed?  You need to demonstrate the changes you have made.  You should measure the full value gained – not just the narrow ROI formula – to show how your organisation benefits from a digital workplace.

For me, these are essential steps to take when transforming your intranet into a digital workplace.  This could be the most important thing you do in your intranet career.

Make sure you research to learn from other transformations, both good and not so good outcomes.  Seek advice from people who have experience or you trust.  If in doubt, seek expertise to help you get it right.

You probably won’t get a second chance if it goes wrong so make sure you prepare thoroughly so you will succeed.

It’s time for a change

I have been fortunate to work with and view many sites, intranets, digital workplaces, mobile and collaborative spaces since 1996.  Many technology features and fads aimed at helping people have a good experience have come and gone. However, throughout this time, having a clear strategy with good governance to support your intranet, has consistently been shown to help meet your organisation’s key priorities and add measurable value.

Your strategy sets the direction you need to move in with a clear scope and set of aims to be achieved, aligned with other related strategies and overall strategy for your organisation.

Your governance framework helps your strategy continue in the right direction.  It will show how you manage everything and how everyone can work together. It will cover scope, purpose, roles and responsibilities, publishing standards and support, and resources needed.

The main reason for a strategy and governance framework is the benefits to be gained from applying it well. The time and effort are the same but the impact can vary so you don’t always achieve a consistently good experience.

Measuring all the benefits and showing the value to your organisation of a critical business tool will improve your credibility and help to justify future investment.

With that in mind I have re-designed my site to focus on Strategy; Governance; and Measuring Value.

Please contact me if you want to find out more.

Measuring the value SharePoint 2010 can bring to your organisation

You have developed a strategy.  You have built a governance framework.  You got the buy-in from stakeholders.  You factored in the benefits and drawbacks of different approaches.  You have started implementing SharePoint 2010.

So now, how do you to measure the value to show the investment made has been justified?  Easy to say but harder to show!

I believe you can measure the value at three levels.  These are:

1. Improved productivity

  • SP2010 can help speed up how quickly a business problem can be solved.
  • You can measure how many fewer people are now involved.
  • Compare the time taken now with solving similar faults to what was previously taken.
  • Maybe the skills and grade of people needed previously to solve the problems are not needed now.
  • Using SP2010 tools to improve the quality of the content, preventing mistakes made in the past, such as accessibility and link checks.

All of these can lead to large amounts of financial savings.  The challenge of course is to show what people did with the time saved.  More effectiveness rather than more efficiency needs to be demonstrated.

2. Reduced costs

  • SP2010 can reduce the cost of licences, technical support, servers, and helpdesks used with existing publishing tools.
  • Reducing the variety of tools used the licences (and administration) can save money.
  • As existing tools get old they may need increasing support to keep them running.
  • Servers need updating which costs too.
  • SP2010 should be easier to use than existing tools saving training, helpdesk and online guidance and support costs.

You need to make sure SP2010 is a good fit for your organisation’s needs to save costs.  That means getting your strategy and priorities right first!

3.  Increased revenue

  • People can be more productive saving time and effort with sales bids.
  • People can create and share knowledge more easily giving organisations a competitive edge.
  • Customer service improves with problems solved quicker leading to increased customer loyalty.
  • Better customer solutions with better collaboration through using SP2010.

If your SP2010 strategy is closely aligned to your organisation’s strategy it can exploit this opportunity to add overall value that shows through on the bottom line.

Getting the best value from managing BT’s intranet and portal

I have been invited to speak at a pan-European Conference on Intranet and Portal Management.  It will cover portal and intranet evolution, enhanced internal communication and collaboration, and steps towards an Enterprise 2.0 platform.

I have been asked to talk about ‘Getting the best value from managing your intranet and portal’.

For those who are interested but are unable to make the conference you can find my slides here.

Please spare a thought for me.  I will need to wake up at 04:30 to catch a train, plane and taxi to the venue in Berlin for my presentation at 11:15 local time.  I hope I stay awake during my presentation…………………and the audience do too! :-)