Notes on Intranet Implementation and Roadmap

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Notes on Intranet Implementation and Roadmap:

Notes on Intranet Implementation and Roadmap Alan McSweeney

Objectives:

January 10, 2011 2 Objectives Provide information on Intranet implementation options and issues Provide long-term vision for Intranet Identify key Intranet operational principles and get commitment for their application

Agenda:

January 10, 2011 3 Agenda Intranet Purposes and Objectives Types of Implementations Knowledge Management Security Deployment and Use Requirements Analysis and Architecture Definition Success Factors Lessons Learned Launching the Intranet

Why Implement an Intranet:

January 10, 2011 4 Why Implement an Intranet Infrastructure for doing other things Communication Collaboration Employee satisfaction Make information available online that is not currently available Collect information such as employee surveys Application enabler - increases speed of development and deployment of applications Centralised management of applications Cost savings through self-service Knowledge management platform Flattens differences within an organisation Enables knowledge sharing and access

Intranet Objectives and Purposes:

January 10, 2011 5 Intranet Objectives and Purposes Understand why it is being implemented Provide access to content Provide access to applications Enable collaboration – projects Information and knowledge repository Ensures that platform meets these requirements Content and functionality drive Intranet usage

Intranet Application Areas:

January 10, 2011 6 Intranet Application Areas Production, requisition, distribution and update of dynamic information that has traditionally been published on paper Consolidation of information from multiple data sources Requirement for a high level of communication and collaboration between people, especially if they are separated geographically Information management and access Document management Forms and data entry/collection Employee surveys Application access Closed User Groups and collaboration

Types of Intranet:

January 10, 2011 7 Types of Intranet Functionality Information access Information sharing and collaboration Application access Anonymous or Access via Login Personalisation and customised access Login on first access or when accessing secure areas or restricted information

Knowledge Management and Sharing Issues:

January 10, 2011 8 Knowledge Management and Sharing Issues Intranet Technology to enable knowledge management and sharing Processes to support knowledge generation, management and sharing Culture to ensure knowledge is managed and shared Organisational Cultural Issues and Knowledge Hoarding and Sharing – “Knowledge is Power” Need to understand and address real issues Knowledge resides with people Fear of credit going elsewhere Loners Gain personal advantage by being the expert Perception of ensuring job security Fear of asking for information Hiding problems Define knowledge management and sharing policies and reward knowledge sharing Make this a KPI as part of the Performance Management initiative

Levels of Security:

January 10, 2011 9 Levels of Security General Intranet access Application and secure content access Document authoring access Management reporting access System administrator access

Deployment and Operation:

January 10, 2011 10 Deployment and Operation Platform and Security Responsibility of the IT department Functionality and Application Access Responsibility of the IT department Content Company-wide Cater to a potentially large number of diverse users Requires the participation of multiple departments, sections and business units Central Intranet manager/administrator/co-ordinator Manages the intranet Liaises between the content generation departments sections and business units Local Co-ordinators

Content Management Generation, Approval and Publication:

January 10, 2011 11 Content Management Generation, Approval and Publication End User Document Database Local Content Generator Local Content Reviewer/ Approver Content Generated for Approval Content Not Approved Content Approved Local Content Generator Local Content Reviewer/ Approver Content Generated for Approval Content Not Approved Content Available After Publication/ Embargo Date Has Passed Department 1 Department 2

Content Management Generation, Approval and Publication:

January 10, 2011 12 Content Management Generation, Approval and Publication Content generated and approved locally by designated generators/reviewers/approvers Documents not available until a publication/embargo date has passed Avoids bottleneck of central content generation Makes each department/section/business unit responsible for generation of relevant content Provides local autonomy and control

Intranet Document Lifecycle and Workflow:

January 10, 2011 13 Intranet Document Lifecycle and Workflow Validate and Modify Draft Document Embargo Review Unpublish Live Approve with Embargo Approve with no Embargo Embargo Date Passed Review Date Passed Submit for Approval Reject Flag for Review Unpublish Document Unpublish Document

Intranet Implementation Issues:

January 10, 2011 14 Intranet Implementation Issues What is needed rather than what might be used Avoid scope creep Requirements analysis and system specification Define and agree project phasing Understand audience and users User involvement during testing Data integration and development of Intranet information architecture Single signon

Intranet Implementation Issues:

January 10, 2011 15 Intranet Implementation Issues Who is responsible and who controls? What reporting? Design and standards Centralised or decentralised content generation Applications or static pages? How to manage dynamic content? Acceptability Application and data integration Who communicate to Technology requirements Scalability Support requirements Closed User Groups for secure collaboration Implementation phases and roadmap

Recommendations:

January 10, 2011 16 Recommendations Infrastructure and Architecture – scalable Web and application server Content Management System – an infrastructural application that provides content generation, distribution and management controls and enables consistent appearance standards to be maintained Data Access – an infrastructural application or set of standards that allows efficient access of data on other platforms from Intranet applications Design Standards – consistent appearance and navigation Publication Model – a standard for publications to enable easy use Logging, Reporting and Analysis – the consistent collection, storage of Intranet logging information for reporting and trend analysis Approach to Application Implementation – Set of standards for implementing Intranet applications Requirements and Architecture Analysis – quick exercise to address issues and produce recommendations

Requirements Analysis and Implementation Plan:

January 10, 2011 17 Requirements Analysis and Implementation Plan Analysis of strategy and its impact on an Intranet Analysis of business processes and their potential for exploiting Intranet technology Analysis of information gathered from key personnel System architecture definition System administration, maintenance and support requirements Resource and skill requirements to implement the system Appearance and navigation standards Information generation and maintenance requirements Phased implementation plan Application development and deployment options Major project issues and resolution options Major project risks and risk management options Security requirements and implementation options Resilience requirements and implementation options Capacity planning and growth requirements Financial analysis and a business case including costs and savings

Requirements Analysis and Implementation Planning Exercise Phases:

January 10, 2011 18 Requirements Analysis and Implementation Planning Exercise Phases Project Definition Analysis of Department Structure and Strategy Information Gathering and Workshops Organisation and Business Process Analysis Intranet Architecture Definition Intranet Appearance and Navigation Standards Intranet Operation, Support and Administration Intranet Content Generation and Maintenance Phased Intranet Implementation Plan Financial Analysis Production of Draft Analysis and Presentation Material for Review Production of Final Analysis and Presentation Material for Review

Requirements Analysis and Implementation Planning Exercise:

January 10, 2011 19 Requirements Analysis and Implementation Planning Exercise Puts implementation within agreed context

Intranet Usage:

January 10, 2011 20 Intranet Usage Use for its own sake or for a purpose Define measurable and meaningful goals

Intranet Benefits:

January 10, 2011 21 Intranet Benefits Delivers relevant information to users quickly, efficiently Increases employee productivity, satisfaction Provides links to physically remote employees, suppliers, customers, contractors Adherence to Internet standards simplifies internal and external communications Boosts organisational efficiency Save costs

Content Management Features:

January 10, 2011 22 Content Management Features Workflow processes for collaborative publishing - distributed content generation Automatic control of documents life cycle - expiry/review/archive Integrated site audience statistics Appearance and navigation standards Reusability of objects Office integration Personalisation and security Search facility Web-based interface User-friendly document editing

Logical Solution Architecture:

January 10, 2011 23 Logical Solution Architecture Data Formatted and Presented Browser Web Server Application Server Content Management Application Information Database Content Generator/ Reviewers Content Generator/ Reviewers Content Generator/ Reviewers Data Updates

User Data Access Requirements:

January 10, 2011 24 User Data Access Requirements Sequential Read/Browse - the ability to display the table of contents of the publication and select sections to view Index/Keyword - the ability to display a list of keywords and display and view the sections associated with those keywords Full-Text Retrieval - the ability to retrieve documents within a publication based on words and phrases they contain Process/Topic/Subject - this type of access relates to being able to view sections in a publication that relate to a given process such as, for example, opening an account

Critical Success Factors:

January 10, 2011 25 Critical Success Factors Policies on privacy and what is allowed Safeguards for information security Commitment from upper management Internal webmaster Rollout/buildup with matching increase in resources Strategic planning Phased implementation Devolved content generation and management Consistent appearance and navigation

Implementation Strategies:

January 10, 2011 26 Implementation Strategies Key applications and content to publish Organisational issues Security and privacy concerns Commitment to project Measuring return on investment Extensibility

Intranet Usage Characteristics:

January 10, 2011 27 Intranet Usage Characteristics Typically very quick acceptance and adoption by users - information is accessed using a medium and a technique very familiar to users from experiences outside work Significant goodwill among most users towards an Intranet Typically very rapid growth in usage. Implementation of management features and facilities is frequently an afterthought. Imposing management on disorganised structure after the initial rollout is costly and difficult and never completely achieves its goal Delays in either providing access to the Intranet or in deploying applications and access to information causes user frustration and can lead to the users circumventing the main Intranet by developing local Intranets Intranets need a platform to enable rapid growth, rapid implementation and management Requires scaleable hardware, software and application infrastructures

Intranet Lessons :

January 10, 2011 28 Intranet Lessons Set and maintain clear boundaries Develop appearance and navigation standards Intranet is only as good as the validity and integrity of its content Content management for devolved content generation IT-led Intranet is a dangerous default Don’t wait for perfection - get on with it Very fast business gains are possible to achieve Do not forget the operation, maintenance and reporting Intranet implementation is a people/organisation/technology mix Platform for significant growth

Intranet Problems – Common Problems :

January 10, 2011 29 Intranet Problems – Common Problems Old/Out of Date Content Inconsistent or No Standard Navigation and Appearance Too Many Pages with “Coming Soon/Under Construction" Notices Content Clutter and Complexity Not Enough Real Material and Substance Too Secure and Too Many User Access Challenges Poor Search Facility Content Repeated or Not Properly Structured

Recipes for Success:

January 10, 2011 30 Recipes for Success Establish Intranet pilot Ensure access - default home page, search engine Migrate content Measure cost savings and productivity gains Expand Intranet application set Roll out into additional functional groups Build interactivity and add collaborative applications

Intranet as Application Portal:

January 10, 2011 31 Intranet as Application Portal Facilitate access to multiple business applications by end-users Single point of access to applications by users Increase efficiency and improve customer service Enable integration of data access and data entry between applications Long-term portal vision – requires application development

Business Intelligence Portal via Intranet:

January 10, 2011 32 Business Intelligence Portal via Intranet Collects data from various applications Integrates data into a single model Delivers information using various tools Form the basis for other initiatives

Integrated Access to Data and Applications:

January 10, 2011 33 Integrated Access to Data and Applications Possible long-term plan Integrated view of data for analysis and applications Implemented through business intelligence and application portal

Intranet Launch Options:

January 10, 2011 34 Intranet Launch Options Public Marketing and promotion before system launch Launch date announced months or weeks before system release Marketing campaign and activities to create awareness and expectation among potential users Quiet Marketing and promotion after system launch Internal target date used by development team and content generators Uses word-of-mouth promotion System awareness after Intranet released to production

Intranet Launch Issues:

January 10, 2011 35 Intranet Launch Issues Public Sure that the Intranet will be ready by the stated launch date Not buried within a stream of new system launches Few previous failures by IT to meet delivery dates Quiet Intranet development is continuous so a formal launch date is not appropriate There have been previous failures by IT to meet delivery dates There is no stream of system launches and/or users have not responded well to previous public system launches

Publicity Options:

January 10, 2011 36 Publicity Options Company-wide presentations/demonstrations Focussed launches on specific areas and/or to specific user groups Posters and other advertising Newsletters Intranet merchandise Migrate processes to Intranet – HR, IT support Quizzes and competitions

Intranet Audience:

January 10, 2011 37 Intranet Audience Audience Company wide Specific departments, sections, business units Specific set of roles or levels within organisation Need to define and agree who is the audience Defines content and functionality

Standards and Policies:

January 10, 2011 38 Standards and Policies Create and publish standards on content Define what is acceptable Buy and sell advertisements – yes or no Anonymous feedback Anonymous access

Intranet Platforms and Tools:

January 10, 2011 39 Intranet Platforms and Tools No one common platform Documentum Google Search Appliance IBM WebSphere Lotus Domino Microsoft SQL Server database Microsoft SharePoint Oracle Database Oracle Portal Many others

Intranet Vision:

January 10, 2011 40 Intranet Vision Intranet will be a central point for information and application access Complete work environment – “hub” Intranet will contain public and private information Intranet will grow in a planned and structured manner

Bord Na Mona Intranet Vision and Road Map:

January 10, 2011 41 Bord Na Mona Intranet Vision and Road Map Message Centre Internal Information Portal Application Access Workflow HR Self-Service Online Forms Online Training Secure Project Collaboration Structured and Planned Growth and Added Features Based on Requirements Analysis and Business case Intranet Content Generation Closed User Groups and Collaboration Online Forms Online Training

Intranet Key Principles:

January 10, 2011 42 Intranet Key Principles Content must be generated and managed locally Users will be supplied with and trained in the use of a content editing tool Executive sponsorship is key to success Establish culture of content generation and management and Intranet usage “Look and feel” is very important Intranet will be strongly branded with Corporate identity IT will supply and manage hardware and software infrastructure including content management tool Intranet development must be supported by requirements analysis and business case Content policy must be defined at the Corporate level and agreed

Key Intranet Implementation Steps:

January 10, 2011 43 Key Intranet Implementation Steps Establish project team Complete Phase 1 –Message Centre Define overall Intranet group structure Create “look and feel” branding Define and agree usage policies Business content generation Business requirements gathering and assessment Solution definition Business case Solution implementation Steps 8-10 repeated for each application area

Key Intranet Implementation Steps:

January 10, 2011 44 Key Intranet Implementation Steps Establish Project Team Message Centre Define Overall Intranet Group Structure Create “Look and Feel” Branding Define and Agree Usage Policies Business Content Generation Business Requirements Gathering and Assessment Application 1 Definition Application 1 Business Case Application 1 Implementation

Requirements :

January 10, 2011 45 Requirements Project team Executive sponsor Intranet owner Business sponsors Project manager Requirements analyst Solution architect Developer Mixed team involving all parties

Why Implement an Intranet:

January 10, 2011 46 Why Implement an Intranet Infrastructure for doing other things Communication Collaboration Employee satisfaction Make information available online that is not currently available Collect information such as employee surveys Application enabler - increases speed of development and deployment of applications Centralised management of applications Cost savings through self-service Knowledge management platform Flattens differences within an organisation Enables knowledge sharing and access

Intranet Objectives and Purposes:

January 10, 2011 47 Intranet Objectives and Purposes Understand why it is being implemented Provide access to content Provide access to applications Enable collaboration – projects Information and knowledge repository Ensures that platform meets these requirements Content and functionality drive Intranet usage

Intranet Application Areas:

January 10, 2011 48 Intranet Application Areas Production, requisition, distribution and update of dynamic information that has traditionally been published on paper Consolidation of information from multiple data sources Requirement for a high level of communication and collaboration between people, especially if they are separated geographically Information management and access Document management Forms and data entry/collection Employee surveys Application access Closed User Groups and project collaboration Online training

Summary:

January 10, 2011 49 Summary Analysis is key IT has to manage Content management tool is essential Phased implementation is essential Local content generation Make Intranet accessible and relevant Commitment and resources

More Information:

January 10, 2011 50 More Information Alan McSweeney alan@alanmcsweeney.com

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