IQPC Content Week 2007. Things that go Bump in Your Content Management Project and How to Handle Them. Workshop led by: Rita Warren ~ ZiaContent, Inc. February 2, 2007. Today’s Session. Introductions Top 10 Things that Go Wrong Exercise: Guess Top Challenges Discussion - PowerPoint PPT Presentation
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“Seeded” Top Challenges• Clarifying business goals• Securing sufficient budget• Setting realistic timelines• Gathering detailed requirements• Redesigning/optimizing business processes• Gaining consensus among stakeholders• Properly scoping the project• Finding or keeping skilled technical resources• Technical issues with CMS product• Integration issues (technical or data related)• Project planning or project management • Gaining or maintaining executive support• User/stakeholder involvement• Usability or user adoption issues• Communications between IT and Business• OTHER
• Accept that you're not going to get the detailed requirements and design right the first time. Treat it as a learning process—gather feedback as you go and use this to inform future iterations.— Consultant, www.grahamoakes.co.uk
• Don't start work until you've nailed down the requirements, but recognise that end users don't think in the same way as technologists. They need an iterative development process to provide feedback, and allow you to get closer to their real rather than defined needs.— Practitioner, Publishing
• Once executive support has been gained, communication between all stakeholders must be honest, open and ongoing to ensure that expectations are met. — Practitioner, Retail
• Encourage communications between all groups involved. — Practitioner, Government
• The biggest challenge is the "out of the box" sales pitch by vendors. Time to fully define and document requirements and the solution, then accomplish it, often costs more than the client had in mind. — Consultant/Integrator,www.deepbridge.com
• Managing feature creep. Clarifying to the level of detail for the client is typically not budgeted for the project as they would rather their dollars be focus on other areas rather than requirements capture. - Content Services Provider
• Make sure a clear project charge is drafted and agreed upon by all stakeholders before the process of choosing a CMS begins.— Practitioner, Education
• Obvious but often forgotten: Start a project by defining clear goals and vision. Make sure all stakeholders share, or at least know what these goals (and this vision) are. —Consultant/Integrator, www.tamtam.nl
• What people will tell you are the processes are not always the processes.— Practitioner, Financial Services
• Spend time analyzing what exists--including what workflow and teams currently are doing work connected to a CM initiative.— Consultant, www.pgsolutions.net
• Create, publish and promote (up to the highest executive levels) a set of standardized processes, and white papers to support them.— Practitioner, Financial Services
• Get executive level commitment and sponsorship.— Practitioner, Insurance
• Get an executive champion. — Practitioner, Insurance
• You need to get high level support and set realistic goals. [Many CM ideas] are great in theory but very difficult in practice unless a company is totally willing to retool their processes. — Practitioner, Financial Services
• Make sure you know why you're doing it, then how you plan to reach those goals, and only then plan requirements.— Consultant/Integrator, [email protected]
• Get stakeholders from the various communities (business, editorial, technical) into a room together and work through your objectives. Do whatever it takes to get these clear.—Consultant, www.grahamoakes.co.uk
• Essential to have a well defined business plan and business case approved prior to start a CMS implementation project.— Practitioner, Government
#1 Clarifying business goals #2 Gaining/maintaining exec support #3 Redesigning/optimizing business processes #4 Gaining consensus among stakeholders #5 Properly scoping the project #6 Securing sufficient budget #7 Setting realistic timelines #8 Communications between IT and Business #9 Integration Issues (technical or data)#10 Gathering detailed requirements
Bump: We can’t estimate budget because we don’t know what system we’ll choose.
Prevention: Include system selection in your project initiation steps. See if you can get “planning budget” to do requirements and system evaluation.
Cure: Identify your “must have” requirements and evaluate systems based on those. Ballpark your best guess on system costs to come up with estimated budget.
Prevention: Educate all sponsors and stakeholders about the importance of agreeing on requirements before choosing a system.
Cure: If you’re being pushed to go with a particular system, measure it against your “must have” requirements and if it doesn’t fly, let everyone know why.
Bump: Our idea of a CMS doesn’t fit with their idea of a CMS.
Prevention: Make sure you have a clear idea of the different types of content management. You won’t find one-size-fits-all, but if you’re going for ECM, you may find one-size-fits-most.
Cure: Scale down the project by solving only the problem with the best ROI
Bump: Now the business says they don’thave time to help with requirements.
Prevention: Make it clear to stakeholders what level of commitment you need from their teams. If at all possible, get a full-time user expert on your CMS team.
Cure: Consider a more “Agile” software implementation plan that allows multiple iterations of functionality in 30-day cycles. Accept that requirements will not be complete before you start coding/implementation
Bump: Our resources are more than willing, but not so able.
Prevention: Realize that skilled and experienced resources are one of the “critical success factors.” If time allows, educate, if not, hire the best team you can find.
Cure: Bite the bullet and ask for more budget to get the consulting or staff you need. It will likely cost less than struggling with the wrong team.
Bump: Our vendor isn’t delivering like we thought they would
Prevention: With system vendors and services vendors, spend the time to be very specific in the contract. Pay in installments based on reaching measurable milestones, not just time-based.
Cure: Implement strict project management controls to find out early if vendors are meeting their contracted deliverables. If they’re falling behind, find out why. Be prepared to add more or different resources to fill gaps.
Bump: You call this a requirement? What the heck does it mean?
Prevention: Spend a lot of time on requirements. UI mock-ups are helpful. Involve IT architects and developers in business requirements review before finalizing them.
Cure: Accept the fact that requirements are never 100%. Try the “Agile and Scrum” methodology.
Prevention: If at all possible, where there are open questions about how technical solution will work, get a trial version of your software and do a proof-of-concept before paying for your licenses.
Cure: If you run into technical stumbling blocks, get your best minds on it, even from other teams. There’s almost always a solution. If the vendor promised it would work, make them get it to work.
Bump? Migrating the content is going to take how long?
Prevention: Get samples of all types of your content. Evaluate what needs to be changed/added/fixed. Perform sample migrations early. Over-estimate this line item in your schedule and budget.
Cure: If you find that there’s a lot of manual clean-up, see if you can systematize it and outsource to low-cost contingency staff.
Bump: People are confused, even after the vendor training.
Prevention: Don’t rely on the system vendor’s standard training materials to train your users. Get a good instructional designer and trainer and customize the training materials to your specific implementation and real-life usage scenarios.
Cure: Plan follow-up Q&A sessions and make sure you have adequate user support resources for post-launch issues.
Bump: Users are finding ways to get around the new system
Prevention: Include usability testing early and often. Pay attention to the usability feedback and handle through training or modifying the system.
Cure: If you have to, turn off any alternate systems. Have team members available to sit and work through questions/issues with users and be prepared to make system modifications.