Here is what my definition of “Intranet Management” (IM) is: First of all, “Intranet” for me, concerns each and every experience the end-user (employee) has with any tool, content or application that is used to perform work. So “Intranet” in the traditional sense extends beyond the browser to include anything “on the glass” used by the employee as part of doing work at the company. At IBM we called this “Workplace,” but then a few people were confused and asked us about things like chairs and water coolers.
As far as the technical infrastructure of the Intranet/IT system, IM is concerned where the implementation impacts the end user. For example, the absence of a common authentication method will impact end-user productivity (multiple sticky-note passwords), and reduce satisfaction. So the IM role would be to check any technical implementation (firewall, proxies, routers, mail servers) for end-user impact. Another important area, helpdesk and support functions: Here the IM Management role ensures that a connection between the launch of a new employee tool and the right help and support is made.
Next, and really primarily, the IM role is to support “Information Discover.” That is, creating and supporting processes for authoring, publishing and archiving information on the Intranet. This is all in support of good search, of course, but also, knowledge sharing, collaboration and learning.
In addition, the IM role oversees the correct User Experience of the Intranet. This role may not be the actual design skill (usually outsourced), but what the Intranet Manager does is ensure that the visual design of the Intranet does a few things:
1. Is consistent, usable and accessible
2. Shows the right expression of the corporate brand, culture and vision
3. Is flexible and adaptable to fit multiple needs without sacrificing consistency.
The User Experience work includes developing the right governance model for creating new Intranet pagse, sites or applications, and providing UE standards and design templates to ensure consistency.
Finally, the Portal - Well, everyone wants a portal these days. Most companies will probably have some type of Portal or “faux Portal” experience at the main access to the Intranet. But understanding how to manage information into and out of the Portal is usually a secondary thought. Governance over how information is surfaced in the Portal is a big part of Intranet Management. This includes understanding “audience segmentation” if the Portal is supposed to offer a personalized, customized view. Whose content surfaces where, and how? There is a ton of good governance needed to make a Portal even remotely useful, and I think at this stage most companies just get it wrong.
