ENGAGING AN UNENGAGED BUSINESS Putting content at the heart of an intranet
Jul 28, 2015
ENGAGING AN UNENGAGED BUSINESS
Putting content at the heart of an intranet
Who am I?
Name: Breeana Webster (@bree_webster)
Job title: Digital Producer (Intranet Lead)
Organisation: Melbourne Water – a government owned authority that manages most of the water systems in Melbourne including reservoirs, sewerage, and drainage.
What do I do? Manage a SharePoint 2013 intranet launched in December 2014.
Interesting stat: We have over 130 intranet authors who help look after around 1000 pages of content.
What I am covering today
1. Intranet background (the common horror story)
2. Preparing content for migration
3. Engaging and training authors
4. Establishing an authoring community
5. Creating a governance foundation
Intranet background
• Old technology• Broken search• Out of date • Not trusted• Nothing more than a
phone list directory
But worst of all….
Preparing content for migration
Do a content stocktake
Build a content priority model
Tier 1 = must have full information Tier 2 = must have base level information Tier 3 = won’t actively chase up
Tier 1
Tier 2
Tier 3
Create content measures
• Helps people do their job
• Is for most employees
• Legal requirement
• Supports strategic direction
• Featured on the home page
• Can’t go live with just base information
Use the content stocktake and priority model to drive
your author strategy
Engaging and training authors
Engaging authors
4 keys things that worked for us
• Be an intranet cheerleader
• Get intranet champions
• Be able to answer their questions
• Training them to write AND use SharePoint
Training authors
4 keys things that worked for us
• Personally target authors of high value content first
• Prepare a training schedule
• Do training face to face
• Give deadlines
Establishing an on-going author community
What does your authoring community look
like?
Our authoring community
What we’re learning along the way
• Initial buzz died off after a launch
• Need to create a long term engagement plan
• Know author’s key support areas
• Build governance that is adaptive
Creating a governance foundation
Quick governance
Areas to score quick governance wins
• Content priority model
• Author responsibilities
• Your service offerings
• Request process and time frames
Service offerings
Request process
1
• Initial content request sent to Digital team via one of the below:
2• Digital team respond to the request within 48 hours to confirm the job is in the work queue and to provide services.
• If request is urgent - Digital team must be contacted via phone or in person as soon as possible.
3
• The unique services provided by the digital team and the expected turn aroundtimes are based on what tier the content type falls in.
• Tier 1 = Full service / ASAP (+ initial 48 hours)
• Tier 2 = Part service / minimum 2-3 days (+ initial 48 hours)
• Tier 3 = Limited service / minimum 5 days (+ initial 48 hours)
Note: The expected turnaround may increase if the content is highly complex. If any Tier 2-3 content is urgent – a quicker turnaround can be negotiated directly with the team.
Long term governance
What we’re doing for long term governance
• Defining overarching site principles
• Intranet element ownership (e.g. news feed, IA)
• Content types and principles
• Technical & development roles and responsibilities
Key message
While content is at the heart of an intranet,it’s people who are at the heart of content.
Without the people – there is no content.
THANK YOU
au.linkedin.com/in/breewebster/
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