Content Strategy for the Intranet: Organizing the Chaos INTRA.NET RELOADED 2018 APRIL 20, 2018 Lynnette L. Simpson Content Strategist International Finance Corporation lsimpson@ifc.org
Twin Goals of the World Bank Group Ending Extreme Poverty From 18% to 3% of world population by 2030 Increased incomes for bottom 40% of every country Boosting Shared Prosperity An Unprecedented Opportunity: Ending Extreme Poverty in One Generation 2
International Finance Corporation is a member of the IBRD IDA IFC MIGA ICSID Loans to middle-income and credit-worthy low-income country governments Interest-free loans and grants to governments of poorest countries Solutions in private sector development Guarantees of foreign direct investment s noncommercial risks Conciliation and arbitration of investment disputes 3
IFC Industries Fiscal Year 2017 Investments $19.3 billion in long-term investments $55 billion committed portfolio 4
IFC s Global Reach 3,860 staff in more than 100 offices worldwide 5
What our staff think about the intranet Localized content, collaboration & communication I communicate 90% through email and use WhatsApp for immediate country team communication. Enhance multimedia Quick and summarized access to town hall videos & podcasts. Improve search Search doesn t work. It s easier to go to Google to find what I need. Access to WB content Intranet is filled with outdated information. I d rather go to people to get the answers I need. Who in the Bank is working on what in my country? I can t find Country Partnership Reports Simplified interface Data & analytics Where do I go to quickly access information on past performance of a repeat partner/client? Collaboration & mobile capability Improve performance Need for mobile like WhatsApp or WeChat these types of tools are very popular and easy to use, fast, and very reliable. Approvals I want to see approvals on my homepage. 6
Why revamp the intranet? Increase productivity and efficiency Improve access Avoid security risks Reduce silos Improve knowledge flow Surface dynamic and informative content Establish concrete governance framework Provide simple, consistent user experience 7
Content Chaos outdated content duplication of content unclear structure no governance ineffective search plethora of repositories inconsistent taxonomy trivial content information dump no strategy 8
Future of Content in a Digital Workplace Clean, high-value Syndication Flow across platforms Personalized, customized, localized Structured Governed Maintained Analytics driven 9
Content Strategy 10
Content Strategy: Discover Focus: Content Cleanup Conduct content inventories Analyze content: ROT, Age, Purpose, Metrics, Value vs Longevity Take action Keep Update Archive Delete 11
Content Strategy: Discover Output of Content Cleanup Record of high-value content Assessment What is being produced How it aligns with business objectives Ad hoc vs planned Gaps in topics, countries, regions Matrix to manage going forward 12
Content Strategy: Define Focus: Taxonomy Development Identify current taxonomy Evaluate against enterprise taxonomies Identify terms to be included Finalize topic, business function, document type Run content through text analytics software Categorize cleaned-up content using controlled vocabulary lists 13
Content Strategy: Define Output of Taxonomy Development Enterprise taxonomy that ensures content flow across organizations Updates to taxonomies Tagging fed back into text analytics software 14
Content Strategy: Design Establish a governance model for hub Content ownership Content workflow Content approval Content maintenance schedule Editorial calendar CURRENT STATE No standardized governance structure Decentralized ownership Inconsistent user experience FUTURE STATE Hub annually completes content inventory, assessment, audit, taxonomy updates Hub manages content governance, content matrix, and maintenance plans 15
Intranet Governance IFC Steering Committee Executive Business Sponsors & Steering Committee STRATEGIC Responsible for implementation of IFC Intranet Establish overall vision for hubs and ensure business objectives are met KM Financial Institutions Group Telecom, Media & Tech Comms Project Team Hub Leads, Proxies, Subject Matter Experts (Representatives of their Biz Line/Capabilities) Business Working Groups (Hubs & Capabilities) Manufacturing, Agri & Services Policies & Procedures Staff from HQ and Regional Offices Vendors Infrastructure Special Ops Multimedia Documents Common Capabilities IT OPERATIONAL 16
Content Strategy: Implement Phased approach Department/unit by department/unit Must complete content strategy checklist to move forward 17 This Photo by Unknown Author is licensed under CC BY-NC
Content Strategy: Optimize Review content performance Collect feedback through usability testing, content audit, metrics Maintain content according to content governance 18
Content Strategy: Lessons Learned Don t deviate from requirements: cleanup, taxonomy, and governance Leverage text analytics smartly Check-in often: handhold through informal coffees, reoccurring meetings, and treats 19 All images by Unknown Author are licensed under CC BY-SA
Current Home Page 20
Proposed Future State: Me Experience 21
Proposed Future State: Us Experience 22
Proposed Future State: Department 23
Questions? Thank you Lynnette L. Simpson Content Strategist International Finance Corporation lsimpson@ifc.org 24