Foreword James Robertson...xiii. Preface...xv. Acknowledgments...ixx

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1 Contents Foreword James Robertson...xiii Preface...xv Acknowledgments...ixx Part 1 Foundations 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 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

2 VIII THE INTRANET MANAGEMENT HANDBOOK 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 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 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

3 CONTENTS IX Part 2 Technology 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 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 Resources Using Microsoft SharePoint for intranets Introduction SharePoint good practice SharePoint search implementation Resources Part 3 Operational planning Establishing the intranet team Introduction A question of title The role of the intranet team Skills for intranet management Job descriptions for intranet managers The wider intranet team The role of the HR department Resources...127

4 X THE INTRANET MANAGEMENT HANDBOOK 10 Managing intranet projects Creating an operational plan for an intranet Project management Project life-cycle management PRINCE2 project management Defining the responsibility of the project manager Project initiation document Project completion Resources Evaluating risks Introduction Potential risks for intranet operations Resource Conforming to compliance requirements Introduction Records retention policy Information security Data privacy Copyright Resource Enhancing the user experience Introduction Usability testing is essential Time and time again Accessibility Resources Marketing the intranet Introduction Intranet brand identity Giving the intranet a name Giving the intranet team visibility Cups and mats and fancy hats Nothing succeeds like success Extranet marketing Resources...166

5 CONTENTS XI 15 Measuring user satisfaction Introduction Website logs Search logs Help desk query analysis Employee climate surveys User surveys Pop-up surveys Feedback forms Attendance at meetings Persona advocate interviews Changes in the risk profile Search for intranet Workplace penetration Intranet associates Intranet blog Benchmarking Using an intranet consultant Resources Part 4 Governance and strategy Creating the governance framework Introduction Intranet ownership Is democracy the answer? Follow the money Building governance around decisions Reaching a decision A core governance model Towards an annual governance cycle Career development for the intranet team Resource Developing an intranet strategy Introduction A structure for a strategy Changing the way we work The proactive intranet Resource...205

6 XII THE INTRANET MANAGEMENT HANDBOOK 18 From intranets to information management Introduction Information management and information governance The implications for an intranet strategy An information charter A framework for an information management strategy Appendix: Guidelines for social media use Index...231