Developing the best governance framework will give the right support to your intranet and organisation. Don’t forget your governance needs to help, not hinder, how people use the intranet. That is the best way that your intranet can support your organisation’s goals.
Governance needs people using your intranet to be confident in the integrity of the information and tools every time they use them. They can always rely on your intranet helping, not hindering, them with their work.
Getting the right balance is critical to avoid a sinister underweb. You need to be pragmatic with your governance approach. It doesn not have to be perfect but it must be good enough to give people confidence whenever they use the intranet. What exactly do I mean? Here is an example:
If your ‘Official’ intranet is designed and branded to a very high standard, containing all the information people should need but rarely use, the problem is probably that governance is too rigid.
Publishers must follow a complex process especially when it comes to branding for the ‘Official’ intranet. If their site has an image that deviates by a few pixels it can’t be published. Yes, it can be that tight! To add to their misery, the steps to final approval are onerous and take a lot of time and effort.
Naturally, publishers become frustrated and look for other options to publish their content more easily. Over time, an ‘Underweb’ starts to sprout up and competes with the ‘Official’ intranet.
If left unchecked, you can have a bizarre situation with an ‘Official’ intranet looking beautiful, on-brand, but little content that people need for their work. Conversely, the ‘Underweb’ thrives although it is not completely on brand. It has information and tools that people use for their work and it’s easy to use.
You need a good publishing experience as it is easy to create content and make changes to meet people’s needs. You also need a user experience that is good enough.
The lesson here is to remember the purpose of your intranet. It is to provide the information and tools that people need to help them. Your governance must support this. Research with people using your intranet what they like most and what they do not. It will quickly help you to assess if your governance is helping or hindering people’s use.
This means you need a publishing process that is both easy to use and compliant with your publishing standards. You also need people using the intranet to have a consistently good experience. Achieving the needs of both groups means you will have more productive and effective people. That is what your organisation needs most of all.
Find out more information on how to avoid sinister underwebs from 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.
Posted in digital success or digital disaster, governance, intranet, publishing, standards, usability
Tagged best practice, Digital success or digital disaster, governance, intranet, publishing, standards, usability, users
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:
- 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.
- 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.
- 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.
- 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:
- Help people using your digital workplace to quickly find what they need for their work and to be more productive.
- 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!
Posted in benefit, best practice, digital workplace, governance, intranet, publishing, standards, value
Tagged benefit, best practice, digital workplace, governance, intranet, intranet applications, measure, publishing, standards, users, value
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?
- Keep in touch with everyone involved in how your intranet is managed and used.
- Find out what they require and plan how to meet their needs. No last minute pledges that are not fully thought through!
- Have a framework with roles, responsibilities for all levels that can be flexible to meet new priorities.
- Make sure your approach to governance is in tune with the culture of your organisation and mood of people using your intranet.
- Don’t be afraid to ask people what their view is and hold the equivalent to a referendum to find out.
Posted in governance, intranet, publishing, standards, strategy, user testing
Tagged governance, intranet, publishing, standards, strategy, users