The INTRANET MANAGEMENT HANDBOOK. Martin White. Information Today, Inc. Medford, New Jersey

Transcription

1 The INTRANET MANAGEMENT HANDBOOK Martin White Information Today, Inc. Medford, New Jersey

2 Contents Foreword James Robertson xiii Preface xv Acknowledgments ixx Part 1 Foundations 1 1 Managing intranets: opportunities and challenges 3 Life in a workflow world 3 The intranet opportunity 5 Life as an intranet manager 7 The challenges of intranet management 8 A framework for intranet management 10 Resource lists 11 Resources 12 2 Defining user requirements 13 Introduction 13 The solution is personalization! 14 Microsoft Product Description Cards 15 Personas 16 User interviews 18 Decision support 18 Focus groups 22 Seeing the complete picture 23 Resources 23

3 3 Making a business case 25 Introduction 25 All or something? 26 Defining business priorities 27 Risk management as a business case 29 Productivity as a business case 31 Business case sponsors 34 Aligning performance metrics and the business case 35 Getting to 'Yes' 36 Thinking ahead 36 Resources 39 4 Developing a content strategy 41 Introduction 41 Less is more 42 Focusing on tasks 43 Information use cases 44 Information stewardship 45 Content review and the role of content protocols 47 Records management 49 Metadata 49 Content review timelines 51 Content management training 51 Blogs and other social content 52 The social intranet 55 Language management 56 Making connections 57 External information 59 Extranets 59 Resources 60 5 Enhancing collaboration 61 Introduction 61 The value of collaboration 62 How well does your organization collaborate? 63 The role of the intranet 65 Monitoring impact and performance 70 Supporting user adoption 70 Resources 74

4 Part 2 Technology 77 6 Managing technology 79 Introduction 79 Web content management 80 Personalization and customization 83 Intranet and enterprise search 84 External hosting of an intranet CMS 87 Cloud computing 87 Social media and collaboration applications 88 Mobile access to intranets 89 Bandwidth management 90 Enterprise architecture 91 Resources 91 7 Specifying and selecting software 95 Introduction 95 Intranet content management 96 Project planning for software procurement 98 Migration management 98 Writing the request for proposal 99 Search application selection 102 Resources Using Microsoft SharePoint for intranets 105 Introduction 105 SharePoint good practice 108 SharePoint search implementation 111 Resources 113 Part 3 Operational planning Establishing the intranet team 117 Introduction 117 A question of title 118 The role of the intranet team 119 Skills for intranet management 120 Job descriptions for intranet managers 125 The wider intranet team 126 The role of the HR department 126 Resources 127

5 10 Managing intranet projects 129 Creating an operational plan for an intranet 129 Project management 131 Project life-cycle management 132 PRINCE2 project management I35 Defining the responsibility of the project manager 135 Project initiation document 137 Project completion 137 Resources Evaluating risks 139 Introduction 139 Potential risks for intranet operations 141 Resource Conforming to compliance requirements 145 Introduction 145 Records retention policy 145 Information security 147 Data privacy 148 Copyright 151 Resource Enhancing the user experience 153 Introduction 153 Usability testing is essential 155 Time and time again 156 Accessibility 156 Resources Marketing the intranet 159 Introduction 159 Intranet brand identity 161 Giving the intranet a name 163 Giving the intranet team visibility 163 Cups and mats and fancy hats 164 Nothing succeeds like success 165 Extranet marketing 165 Resources 166

6 15 Measuring user satisfaction 167 Introduction 168 Website logs 168 Search logs 169 Help desk query analysis 172 Employee climate surveys 172 User surveys 173 Pop-up surveys 176 Feedback forms 176 Attendance at meetings 177 Persona advocate interviews 177 Changes in the risk profile 178 Search for 'intranet' 178 Workplace penetration 179 Intranet associates 179 Intranet blog Benchmarking 180 Using an intranet consultant 182 Resources 182 Part 4 Governance and strategy Creating the governance framework 185 Introduction 185 Intranet ownership 188 Is democracy the answer? 189 Follow the money 190 Building governance around decisions 191 Reaching a decision 193 A core governance model 195 Towards an annual governance cycle 196 Career development for the intranet team 197 Resource Developing an intranet strategy 199 Introduction 199 A structure for a strategy 201 Changing the way we work 204 The proactive intranet 205 Resource 205

7 18 From intranets to information management 207 Introduction 207 Information management and information governance 208 The implications for an intranet strategy 212 An information charter 213 A framework for an information management strategy 214 Appendix: Guidelines for social media use 223 Index 231