WCM for the power user: how to

use publishing technologies in the

real world

IW210/202 –

Chandima Kulathilake

(MCTS/MVP – SharePoint)

Introduction

Chandima “Chan” Kulathilake - MVP

Knowledge Cue – SharePoint consulting in

New Zealand

www.knowledgecue.com

chan@knowledgecue.com

@chandimak on twitter

www.sharepointusergroup.net.nz

Agenda

Setting the scene for WCM

Who is a Power User?

Case Study Introduction

Publishing Processes that work

Do’s and Don’ts

WCM “old skool style”

Create Content

In MS Word, Excel or even Paper

Send to “Web Guy”

Formats in HTML

Create HTML page

FTP or File Copy to a web server

Voila – Job done?

Why do we need Content Management?

Controls the life cycle of content in organisations

How content is created, reviewed, published, and consumed

How content is ultimately disposed of or retained

Promotes finding and sharing information easily

Helps organisations meet legal responsibilities

Provides features at each stage of the content life cycle

Dispose Archive Publish Manage Review/ Approve

Author

Managing the complete content lifecycle

Wiki or Collaboration Site

Informational Portal Corporate Intranet Internet

WCM can be multi faceted Less Control Strict Control

WCM Landscape

ABC’s of Web Content Management (WCM)

Authoring – empowering content owners

Web-based authoring experience (In a browser)

Easy to use (No HTML markup)

Branding – enforcing consistent

user experience

Master template pages & page layouts

Controlled Publishing – enforcing

rules & policies

Controlling who can author content & where

Controlling who can approve & publishing

New Web Site – What does it take

The Customer/Stakeholder

The Developer

The Content Manager

The Designer

The Project Manager

IT

WCM is not a technology issue

It’s about the publishing process

It’s about people and their needs

Who is a Power User?

A Power User is someone who

has more than one job to do and

don’t have much time to waste.

They need to know the bits they

need to know and be able to do

the bits as quick as possible so

that they can do other bits.

Dilbert.com – Scott Adams

Users vs. Power Users

Users

View “Published”

content

Give Feedback on

content

Power Users

Gather

Create

Edit

Publish

Un-publish

Archive

They also may have

a day job!

Case Study introduction

Kiwibank – (NZ Owned and Operated)

Launched in 2002

Staff – 1000 and counting

Post Shop Branch network 300

650,000 customers in NZ

Case Study introduction

All technology functions apart from some

core banking is on MSFT technologies

SharePoint used by the IT Team since

2002 (STS and WSS 2.0 then SP 2007)

Plan underway moving to SP2010

Enterprise deployment

Using on a true enterprise scale.. One

“platform” many uses on managed SLA

Project sites

Collaboration sites

Custom SharePoint Apps

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Support for Collaboration (ad-

hoc)

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Support for Projects (Structured,

Process activity driven)

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Support for Projects (Structured,

Process activity driven)

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Realising user adoption

Dedicated team and distributed

ownership

Continuous engagement with end users

and stakeholders

Provide mechanisms for feedback

Review, prioritise plan to improve

Implement

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Launched “OurSpace” in February 2010

Using SharePoint 2007 but moving to 2010

Concept to Reality

User and Stakeholder Engagement

Information Architecture – Third Party

Personas

Authors (Power Users)

Users

Wireframes

Training

Operating model – Roles

Authors

Content Managers

Content Owners

Business Owners

Executive Champions

Publishing process

Based on site ownership

85 trained content owners

How to topic

content pages

How to topic

Landing page

How to topic

content pages

How to topic

Landing page

Level one content includes:

Alerts

CEO Blog

External & Internal News

Internal & Social Events

Level 1

Home page

Level 2

Level 3

HR content

pages

HR

Landing PageHow to

Landing page

Banking

Landing page

Kiwibank teams

Landing page

News and Events

Landing page

Blogs

Landing page

Community

Landing page

Home site

How to A-Z

Landing pages

How to topic

content pages

How to topic

Landing page

Banking

content pages

Community

content pages

About Kiwibank

Landing page

About content

pages

News content

pages

Team content

page

Team site

Landing page

Team content

page

Team site

Landing page

Team content

page

Team site

Landing page

Blogs

Getting a page published

Content Manager –

Care taker of an area

(sub site)

Content Author –

Directly authors the

content

Content life cycle – go live

Identify

content Submit

content

QA

content

Sign

off

Train Load

content

Final

QA

Final

sign off Publish

Content life cycle – BAU

Author

in system

QA

content Publish Review

Email or

word doc

3-6

months

Content Managed Page

– viewed in Published

Mode

Editable Content = E

Aggregated Content = A

Viewed in Edit Mode

Site Management

Complex yet simple to publish

What was special?

Operating model had 2 key roles for updating

and managing content, authors and content

managers (Authors can edit and submit for

approval, Content managers can edit and

publish)

Met every GM to ask for nominations for each

of these roles. We had approx 90 nominations.

Communicated with nominees and invited them

along to presentation re roles, what it would

mean, project timeline, support, training etc.

What was special?

As each site was built, we’d train those authors

and content managers on how to use the

editing tool and apply the styles – 85 trained

total. They would then load their content

Writing for web training came later, how to write

for the web, adopting Kiwibank’s language,

tone etc.

We’re about to start Author and Content

Manager monthly user forums for sharing

What’s New in SharePoint 2010 WCM

Server Ribbon

Publishing Process

Auto spell-check & unpublished items check

One-Click Page Authoring

Content Organizer

Social Feedback with Ratings

Multilingual

Digital Media

Do’s and Don’ts

Do

Provide explicit guidance

when in edit mode for

authors

Provide a landing

template for each area

Provide more than one

content page template

per area

Use a Wiki for contextual

help in edit mode

Don’t

Allow guess work for

publishing

Try to provide all in one

templates

Use SharePoint

terminology

Send content authors to

the “default” SharePoint

help link

Do’s and Don’ts

Do

Make the distinction

between edit mode and

published mode functions

Provide clear visibility of

the publishing process

and accountability

Aggregate content to

Landing pages where

possible

Review your publishing

process every 3 months

Don’t

Try to extend the

workflow to multiple step

loops (keep it simple)

Let Content Authors

create sites or sub sites

Leave the expiry or

review date for content as

optional

Thank you for attending!

If you are looking to move to NZ

contact me

NZ Community

SharePoint Conference 2010

www.sharepointconference.co.nz

9th & 10th June 2010

Duxton, Wellington – New Zealand

$600 ex GST (Over 250 attended in 2009) Pre and Post Conference training (extra cost)

info@sharepointconference.co.nz

@NZSharePoint on twitter.com