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
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...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
CONTENTS IX 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...103 8 Using Microsoft SharePoint for intranets...105 Introduction...105 SharePoint good practice...108 SharePoint search implementation...111 Resources...113 Part 3 Operational planning...115 9 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
X THE INTRANET MANAGEMENT HANDBOOK 10 Managing intranet projects...129 Creating an operational plan for an intranet...129 Project management...131 Project life-cycle management...132 PRINCE2 project management...135 Defining the responsibility of the project manager...135 Project initiation document...137 Project completion...137 Resources...137 11 Evaluating risks...139 Introduction...139 Potential risks for intranet operations...141 Resource...144 12 Conforming to compliance requirements...145 Introduction...145 Records retention policy...145 Information security...147 Data privacy...148 Copyright...151 Resource...151 13 Enhancing the user experience...153 Introduction...153 Usability testing is essential...155 Time and time again...156 Accessibility...156 Resources...158 14 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
CONTENTS XI 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...179 E-mail...179 Benchmarking...180 Using an intranet consultant...182 Resources...182 Part 4 Governance and strategy...183 16 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...197 17 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
XII THE INTRANET MANAGEMENT HANDBOOK 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