Martin White 
The Intranet Management Handbook [PDF ebook] 

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 Share Point for intranets

• Introduction


• Share Point good practice


• Share Point 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

Martin White BSc Hon FCLIP 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.