Intranet Management Handbook

Martin White BSc HonFCLIP FRSC FRSA is Managing Director of Intranet Focus Ltd (www.intranetfocus.com) which he founded in 1999. He has carried out over 100 intranet projects in the UK, Europe, North America and the Middle East, run workshops on intranet management and enterprise search management and keynoted at many conferences around the world. He has been a Visiting Professor in the Information School, University of Sheffield since 2002, serves on the e-Content Committee of the Royal Society of Chemistry and is Chairman of the UK e-Information Group of CILIP.

"This is a truly superb book...Martin crams a treasure trove of information into 233 pages. His writing style is concise and easy to digest. I have never found another book that covers intranets in this practical style and so I thoroughly recommend it to intranet managers and their teams, to the senior execs who have the intranet within their purview, and to information management, knowledge management and content management practitioners who may have to deal with intranets, or advise clients on there development."

• Foreword - James Robertson PART 1: FOUNDATIONS 1. Managing intranets: opportunities and challengesLife in a workflow worldThe intranet opportunityLife as an intranet managerThe challenges of intranet managementA framework for intranet managementResource listsResources 2. Defining user requirements IntroductionThe solution is personalization! Microsoft Product Description CardsPersonasUser interviewsDecision supportFocus groupsSeeing the complete picture Resources 3. Making a business caseIntroductionAll or something? Defining business prioritiesRisk management as a business case Productivity as a business caseBusiness case sponsors Aligning performance metrics and the business case Getting to ‘Yes’ Thinking aheadResources 4. Developing a content strategyIntroductionLess is moreFocusing on tasksInformation use casesInformation stewardshipContent review and the role of content protocols Records managementMetadataContent review timelinesContent management training Blogs and other social contentThe social intranet Language managementMaking connections External information Extranets Resources 5. Enhancing collaboration IntroductionThe value of collaboration How well does your organization collaborate? The role of the intranet Monitoring impact and performance Supporting user adoptionResources PART 2: TECHNOLOGY 6. Managing technology IntroductionWeb content managementPersonalization and customizationIntranet and enterprise search External hosting of an intranet CMSCloud computing Social media and collaboration applicationsMobile access to intranets Bandwidth management Enterprise architecture Resources 7. Specifying and selecting software IntroductionIntranet content managementProject planning for software procurementMigration managementWriting the request for proposalSearch application selectionResources 8. Using Microsoft SharePoint for intranets IntroductionSharePoint good practiceSharePoint search implementationResources PART 3: OPERATIONAL PLANNING9. Establishing the intranet team IntroductionA question of title The role of the intranet teamSkills for intranet managementJob descriptions for intranet managersThe wider intranet team The role of the HR departmentResources 10. Managing intranet projects Creating an operational plan for an intranetProject managementProject life-cycle management PRINCE2 project managementDefining the responsibility of the project managerProject initiation documentProject completionResources 11. Evaluating risksIntroductionPotential risks for intranet operations Resource 12. Conforming to compliance requirements IntroductionRecords retention policy Information securityData privacy Copyright Resource 13. Enhancing the user experienceIntroductionUsability testing is essentialTime and time againAccessibility Resources 14. Marketing the intranetIntroductionIntranet brand identityGiving the intranet a nameGiving the intranet team visibilityCups and mats and fancy hats Nothing succeeds like successExtranet marketing Resources 15. Measuring user satisfactionIntroductionWebsite logsSearch logsHelp desk query analysisEmployee climate surveys User surveys Pop-up surveys Feedback formsAttendance at meetings Persona advocate interviewsChanges in the risk profileSearch for ‘intranet’Workplace penetration Intranet associatesIntranet blog E-mailBenchmarking Using an intranet consultantResources PART 4: GOVERNANCE AND STRATEGY 16. Creating the governance frameworkIntroductionIntranet ownership Is democracy the answer? Follow the moneyBuilding governance around decisionsReaching a decisionA core governance model Towards an annual governance cycle Career development for the intranet teamResource 17. Developing an intranet strategy IntroductionA structure for a strategyChanging the way we work The proactive intranetResource 18. From intranets to information management IntroductionInformation management and information governanceThe implications for an intranet strategyAn information charterA framework for an information management strategy AppendixGuidelines for social media use