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The Intranet Management Handbook
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Table of Contents

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 PLANNING
9. 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

About the Author

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.

Reviews

"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." -- Jed Cawthorne
"Martin White has accomplished a great piece of work that will bring a lot of benefit to a lot of intranet managers." -- Jane McConnell
"Highly recommended." -- James Robertson
"This book appears to fill a clear gap in the professional literature and its accessible style will ensure that it appeals to a wide variety of practitioners in different sectors. I certainly felt after reading it that any manager or project leader tasked with implementing an intranet would find it extremely useful when starting their planning." -- SCONUL Focus
"I recommend it highly" -- Information Research

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