The Intranet Management Handbook

Foreword - James Robertson
PART 1: FOUNDATIONS
1. Managing intranets: opportunities and challenges

• Life in a workflow world
• The intranet opportunity
• Life as an intranet manager
• The challenges of intranet management
• A framework for intranet management
• Resource lists
• Resources

2. Defining user requirements

• Introduction
• The solution is personalization!
• Microsoft Product Description Cards
• Personas
• User interviews
• Decision support
• Focus groups
• Seeing the complete picture
• Resources
  

3. Making a business case

• Introduction
• All or something?
• Defining business priorities
• Risk management as a business case
• Productivity as a business case
• Business case sponsors
• Aligning performance metrics and the business case
• Getting to 'Yes'
• Thinking ahead
• Resources

4. Developing a content strategy

• Introduction
• Less is more
• Focusing on tasks
• Information use cases
• Information stewardship
• Content review and the role of content protocols
• Records management
• Metadata
• Content review timelines
• Content management training
• Blogs and other social content
• The social intranet
• Language management
• Making connections
• External information
• Extranets
• Resources

5. Enhancing collaboration

• Introduction
• The value of collaboration
• How well does your organization collaborate?
• The role of the intranet
• Monitoring impact and performance
• Supporting user adoption
• Resources

PART 2: TECHNOLOGY 6. Managing technology

• Introduction
• Web content management
• Personalization and customization
• Intranet and enterprise search
• External hosting of an intranet CMS
• Cloud computing
• Social media and collaboration applications
• Mobile access to intranets
• Bandwidth management
• Enterprise architecture
• Resources

7. Specifying and selecting software

• Introduction
• Intranet content management
• Project planning for software procurement
• Migration management
• Writing the request for proposal
• Search application selection
• Resources

8. Using Microsoft SharePoint for intranets

• Introduction
• SharePoint good practice
• SharePoint search implementation
• Resources

PART 3: OPERATIONAL PLANNING9. Establishing the intranet team

• Introduction
• A question of title
• The role of the intranet team
• Skills for intranet management
• Job descriptions for intranet managers
• The wider intranet team
• The role of the HR department
• Resources

10. Managing intranet projects

• Creating an operational plan for an intranet
• Project management
• Project life-cycle management
• PRINCE2 project management
• Defining the responsibility of the project manager
• Project initiation document
• Project completion
• Resources

11. Evaluating risks

• Introduction
• Potential risks for intranet operations
• Resource

12. Conforming to compliance requirements

• Introduction
• Records retention policy
• Information security
• Data privacy
• Copyright
• Resource

13. Enhancing the user experience

• Introduction
• Usability testing is essential
• Time and time again
• Accessibility
• Resources

14. Marketing the intranet

• Introduction
• Intranet brand identity
• Giving the intranet a name
• Giving the intranet team visibility
• Cups and mats and fancy hats
• Nothing succeeds like success
• Extranet marketing
• Resources

15. Measuring user satisfaction

• Introduction
• Website logs
• Search logs
• Help desk query analysis
• Employee climate surveys
• User surveys
• Pop-up surveys
• Feedback forms
• Attendance at meetings
• Persona advocate interviews
• Changes in the risk profile
• Search for 'intranet'
• Workplace penetration
• Intranet associates
• Intranet blog
• E-mail
• Benchmarking
• Using an intranet consultant
• Resources

PART 4: GOVERNANCE AND STRATEGY 16. Creating the governance framework

• Introduction
• Intranet ownership
• Is democracy the answer?
• Follow the money
• Building governance around decisions
• Reaching a decision
• A core governance model
• Towards an annual governance cycle
• Career development for the intranet team
• Resource

17. Developing an intranet strategy

• Introduction
• A structure for a strategy
• Changing the way we work
• The proactive intranet
• Resource

18. From intranets to information management

• Introduction
• Information management and information governance
• The implications for an intranet strategy
• An information charter
• A framework for an information management strategy

Appendix

• Guidelines for social media use