Category Archives: help

The lowdown on publishing standards

Publishing standards are key to providing the right foundation for your intranet.  Your organisation will invest in the technology needed to publish information but technology will not be enough.  For people to be more productive, they need to be confident in the integrity and reliability of what they use and technology alone does not deliver that.

Publishing standards make that critical difference.  They form the basis for your intranet’s user experience to be consistently good.  These standards need applying to different types of content and tools.  You can set up publishing standards based on the following requirements:

  • Information policies
  • User needs
  • Legal
  • Regulation

The publishing standards you should consider are:

  • Ownership
  • Timeliness
  • Security
  • Findability
  • Usability
  • Accessibility
  • Navigation
  • Copyright
  • Compliance

As well as making your intranet the best experience for people using it, you also need to make it a good publishing experience.  The better the processes and support offered, the more likely it will be that publishers will follow the standards.  Make it easy for publishers to seek the right guidance by providing it on the intranet, saving everyone’s time.

With confidence in the integrity of your intranet content and applications, people will want to use them more frequently and become more productive.  To ensure that this happens, you also need to take steps to ensure publishers comply with each standard.  Compliance, implemented in a smart way, can be simple, effective, and of great benefit to your intranet users.

Find out more detailed information and publishing standards best-practice examples in ‘Digital success or digital disaster?‘.  Try the introductory chapter for free.

3 steps to manage documents successfully

Governance doesn’t just cover intranets.  It covers wider areas e.g. digital workplace and smaller focused areas e.g. web sites.  Recently I helped to improve how a client managed their documents.

There was little guidance to show the best way to use the existing file sharing systems.  There was no clear connection between policies that affect how documents are managed and how they were being applied on a day-to-day basis.

There were no examples showing how documents should be managed or help, contact points or places to share a problem or knowledge.

I recommended a governance framework containing consistent, relevant, up-to-date guidance to help people make the right decisions when creating and managing a document.  It included:

1  Standards

The standards set out how people behaved when:

  • Naming a function, project site or document
  • Creating, updating, sharing, approving, archiving and deleting a document
  • Setting permissions
  • Understanding their role and its responsibilities

2  Help

Making the right advice available to reduce the burden on the Document Management System owner by:

  • Online discussion group, open to everyone to ask questions, share hints and tips, and help solve issues raised.
  • Frequently Asked Questions: create FAQs to answer the same questions being asked regularly that give the definitive answer that people can refer to and save time.
  • How to guides: Guidance in the form of ‘How to…’ guide that contain practical hints and tips on using the Document Management System.

3  Training

Support people needing face-to-face training on how to use the Document Management System with further online training that helps to reinforce the changes people need to make.

Book cover - Digital success or digital disastersFor more practical best-practice examples of good governance try my new book ‘Digital success or digital disaster?‘.  Read the introductory chapter to find out more.  A license to share the ebook with publishers across your organisation is available

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!

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.

 

Turn company jargon into a knowledge gold mine

I have worked with many clients to improve their intranets.  I find that each client has its own language and specific terms that are known by more general terms with intranet professionals.

This can be an abbreviation, acronym, or term used within parts or the whole organisation.  While it may help conversations online within an organisation it can often be a barrier to other people not familiar with these terms.

I call this jargon.  The risk is people don’t ask every time they hear company jargon and take an educated guess what it actually means.  Sometimes this is right and helps build up future understanding but many other times it will slow progress or even cause mistakes to happen.

The more jargon used, the harder it is to understand what is meant, and can lead to projects overrunning, costing more, or having a poorer outcome than expected.  Some of these costs will show through to the bottom line.

What I don’t understand is why more organisations don’t recognise this and do something about it.  Creating a corporate wiki that is open to every employee to create and edit is a quick, cheap and easy way to turn company jargon into a goldmine of knowledge.

Publishing all the jargon – acronyms, shortcuts, abbreviations – as items in a corporate wiki helps people to understand more easily and quickly what they are.  It also helps to prevent mistakes being made and time wasted through misunderstandings.

It will also be a wonderful tool for any newbies being inducted into the organisation’s approach, culture and ways or working.

Why not turn all that company jargon into a knowledge goldmine and create a wiki that can contain them for every employee to view, add or edit to?

 

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.

10 free guides to help you create intranet content

It is not often that I recommend on my blog information to read that I believe is helpful and easy to read.  Today is an exception (not just because I played a very small part in its creation)!:)

ClearBox Consulting with Kilobox Communiqué noticed that while on the top level of intranet sites there is good quality content, as you get into the lower levels standards start to drop.  Often people have been trained on the publishing tool but had little guidance on how to get the most from an intranet as a channel e.g. how to write headlines, how to phrase links, etc.

They have created an excellent set of 10 FREE guidelines, each 1-2 pages long, covering the following topics in plain English:

  1. Effective headlines: help people choose what to read
  2. Images: attracting interest and conveying meaning
  3. Links: how to link to pages and files
  4. Layout: how to structure articles for scanability
  5. How to help people search for, and find, your content
  6. Content: write for your audience, not for your boss
  7. Documents vs pages: when to use PDF, Word, and other formats
  8. Engage: writing to start a conversation
  9. Channels: how to reach the right audiences with your content
  10. Mobile content

I recommend you read and share these with your publishers to help improve the overall experience people have with your intranet.

Thanks Sam and Wedge!