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Intranet Governance
Toby Ward, CEO, Prescient Digital Media

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Governance
Defines the ownership and management model.
• Management team
• Roles & responsibilities
• Decision making process
• Policies & standards

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Highly effective intranets

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World Leading Intranet Experts
• 14 years of profitable history
• Dozens of Fortune 500 Clients
• World-Renowned Thought Leaders
• 200+ intranet projects
• First to define & study “social intranet”

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Select clients

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@Intranet2
Twitter hashtag

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Poll

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Detailed governance model?

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Think about…
• Who owns the intranet?
• Does everyone know who the owner is?
• Does the owner have real intranet authority?
• Do other groups want ownership?

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Typical intranet
• No senior champion
• Middle managers in communications and IT
• Limited budget and power
• No plan or vision
• Silos & sprawl lead to user frustration & waste
• Conflict ensues
• Stalls – often for years

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C-level Power
C-level champion

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The champion
• C-level executive
• The champion should have power and influence
• Understands the value of the website & the potential
• Needs to be involved, but not on a day-to-day basis
• Only attend an occasional meeting

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Talk the talk
• What does your organization value?
• Success is more than dollars
– Customer / employee satisfaction
– User productivity
– Awareness / Message retention
• ROI is more than just hard cost savings
– Productivity benefits
– Time to market

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Walk the walk
Talk the talk

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First ever intranet methodology

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Deliver the plans & design

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Intranet Planning Pyramid © 2011 – 2015 Prescient Digital Media
Vision
Mission
Objectives
Goals (KPIs)
Functions (Applications)
User Tasks (Behavior)
Scope
Detail
Strategic Planning

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The whole business
• The intranet is not just a tool – it represents the whole business
• Silos kill – no group can operate in isolation
• Employees demand consistency
– Consistent message
– Consistent navigation
– Consistent interface

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Governance Models
• Decentralized (most common in larger orgs.)
• No single owner
• Driven by policies and guidelines
• Organic growth, often leads to site sprawl
• Centralized (more common in small orgs.)
• Single owner (usually department)
• Bureaucratic
• Highly controlled

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Governance Models
• Collaborative / Federated
• Executive champion
• Steering Committee / Council
• Decentralized content ownership; centralized platform
• Centralized Hybrid
• Single owner (usually department)
• Bureaucratic
• Highly controlled

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Collaborative Governance (Healthcare)
Editor-in-Chief
(Director of Communications)
Editorial Committee
(Content Owners)
Communications
Committee
Development
Committee
Finance
Hospital
TBD
• Planned Giving
• Annual Fundraising
• Major Giving
• Operations
Hospital
Communications
Technical
• Depts
Content Authors
• Depts
Internet Council
(Internal & External Participation)

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Case Study: Collaborative/Federated

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Centralized Hybrid

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NCR Governance
Intranet Team Responsibilities
Role Responsibilities
Corporate Core Team Provide governance and program
management
Online Content Managers Oversee the daily running of the intranet
and activities such as:
• Publish approvals (where required)
• Upload corporate collateral
• Train and support content owners
Content Owners • Update content and ensure consistency
• Can delegate some part of the updates or
changes to other members of the
team/department by making them
editors

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Content Management System

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Case study: Hybrid, centralized

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Content Area Owners
Editor in Chief
Intranet Advisory
Council
Intranet OwnerIT Support
Government
Services
DiversityHealthcare
Services/
Laundry
Finance
Education
Market
Corporate
Services
Key
Geographies
Co-Champions
Steering Committee
HR
Supply
Management
Marketing
Law
IS&T
Communications
Centralized, Hybrid
Content Contributors

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Sample structure – Centralized Hybrid
• Champions: Chief Operating Officer, CIO
• Owner: SVP, Internal Communications
• Steering Committee:
– Representation from: IT, HR, Internal Communications,
Europe, USA, UK
– Members must be representative of the global organization
• Editor-in-Chief: Employee Communications

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Day-to-day Management
• Home page, corporate content & news owned by Editor-In-Chief
• Training of the content owners done by IT
• Content owners adhere to standardization policy and ensure
their content is:
– Up to date
– Written in web format
– Appropriate for their target audience

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Champions
• Champions will participate in:
– Supporting owner and committee
– Representing intranet to senior executive
– Source of funding
– Trouble-shooting and conflict resolution

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Owner
• Maintains the intranet vision & mandate
• Manages policy development
• Approves project prioritization
• Monitors performance against objectives
• Allocates resources and budgets

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Intranet Steering Committee
• Chaired by Intranet Owner
• Includes HR, IT, Comms, and sometimes divisional representatives
• Brings insight from the whole organization
• Discusses policy, evolution of site and drives future enhancements
• Provides input, reviews and signs off on plans & policies
• Troubleshooting

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Policies & Standards

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Standards & Policies
Explicitly defined and documented standards & polices are a
CRITICAL NECESSITY to...
• create a uniform user experience
• protect and secure information and intellectual property
• contain sprawl and reduce associated costs
• ensure accuracy and consistency of content

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Policies
• Editorial policy defining:
– Content types: front-page news vs. static content
– How content is developed, formatted, presented
– Limitations on technical and graphic elements
– Roles and responsibilities of publishers, editor etc.
• Standardization Policy
– Compliance details for platform, templates and style guide
• Email Usage Guidelines & Policy

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Taxonomy
• Editor-in-Chief to implement a complete corporate taxonomy
guided by business and function need for:
– storing, cataloguing and ‘tagging’ content
• A taxonomy ‘rule book’ in tandem with a new Content
Management System will ensure effective meta tagging and
content categorization by all publishers

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SharePoint considerations

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SharePoint Adoption
70%Aprx. Adoption in Med-Large
size Organizations
55% For social media
20% To power main
intranet or portal

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Sprawl

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BT SharePoint Collaboration
Source: Richard Dennison, BT

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BT SharePoint Collaboration
Source: Richard Dennison, BT

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1. Request a Team Site
2. Learn “When” & “What” to use a team site for
3. Read the Quick Reference Guide
4. Review the Team Site user guidelines
5. Checklist for establishing a new site
6. Enroll in a Team Site workshop
7. Watch a Team Site video tutorial
8. Follow a Team Site user tour
Transfield Team Sites
Source: Intranet Innovation Awards / Transfield Services, Step Two

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Third-Party Applications for SharePoint
57%Have augmented SP 2010 with
additional products such as
Jive, AvePoint, Nintex, etc
Gartner, “SharePoint Adoption,” 2011

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Poll

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Topic for the next webinar?

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Next webinar
Intranet Case Study
May 23, 12:30 EST

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Intranet Insight > PrescientDigital.com

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www.IntranetGlobalForum.com

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Questions?

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Q & A

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toby@prescientdigital.com
www.PrescientDigitalMedia.com
www.IntranetBlog.com
416.986.2226
@tobyward
Toby Ward