web & intranet planning workshop (half day)

1© 2008 Prescient Digital Media

Not For Distribution or reproduction without written consent – violators will be prosecuted

Web & Intranet Planning Web & Intranet Planning

(Summary version only, please contact Prescient to see the full version as a webinar – 416.986.2226)

by Toby Ward, Prescient Digital Mediaby Toby Ward, Prescient Digital Media



Agenda

Assessment Planning Information architecture & wireframes Content management Search engine optimization

In-depth case study ROI & business case



Who is this guy?

Founder, CEO, Chief Blogger, Prescient Digital Media Internet & intranet management consultants We build highly effective websites & intranets

Some of my clients:



Prescient Digital Media

Intranet & Internet management consultants Focus on performance, measurement & alignment with

corporate business objectives Intranets Websites Portals Content Management Systems Blueprinting Technology Selection ROI & Business Case Content Plan Audit / Assessment Design & Information Architecture



AssessmentAssessment



Elements of Assessment Phase

Site Assessment Business / Content Management Requirements Focus Groups Research Review Survey Benchmarking Usability testing Accessibility testing Log analysis



Business Requirements

10 interviews = good sample Circulate questionnaire before interview Know the situation before going in

Analysis Write up notes as soon after as possible Look for trends & themes



Focus Groups

2 or 3 sessions 8 people = good session

More than 12 = too many Use screen shots from similar industry and

company size if possible

Analysis Paragraph format with quotes Bar graph for screen shot ratings

Averaged overall rating graph Include smaller versions of screen grabs used



Survey

Approximately 20 questions Multiple choice and open text Qualitative and quantitative

Provide survey intro with Project overview Details on participation incentive if any

Analysis Synopsis of each question Trends



Audience Analysis



Importance vs. Satisfaction



Audience Analysis



Site Assessment

Six evaluation categories:

Content (25%) Planning & Resources (25%) Usability & Information Architecture (12.5%) Design & Layout (12.5%) Tools & Innovation (12.5%) Search (12.5%)



Site Assessment

Comprehensive review of site Click through drill down Each main area of navigation

Analysis Synopsis of each category with of site

attributes Scoring out of 10 for each area Screen examples of key corrections needed Summary of findings



Site Assessment



Evaluation Scores

Overall: 1 2 3 4 5.13 6 7 8 9 10



Benchmarking

3-5 leading or competitor sites Similar size orgs Same or comparable industry Top 10 or clear innovators

Score each site according to the same evaluation criteria

Score comparison and benchmarking provide a qualitative and quantitative gap analyssi



Opportunity for improvement

Benchmarking



Usability

Five to 10 users 8 to 10 tasks

4 - 5 common tasks 4 - 5 client specific tasks

1 hour per testing session 30 to 45 minutes for testing 15 minutes for test write up

Analysis Timing (drop longest & shortest time) Scoring (drop the highest and lowest score) Comments by testers Findings



TASK #5 - Add TH HR to Communities list

Time (sec) Rating No. of Clicks Notes

1 175 5 9 User did not know how to finalize/confirm addition of community to list once selected.

2 did not perform task

3 33 4

4 124 8 7 user did not know how to finalize/confirm addition of community

5 110 7 7

6 120 5 7 user did not know how to finalize/confirm addition of community

7 25 9 4

8 3 15+ Task ABORTED prior to completion

9 120 6 9 System failed - required reboot. Restarted task

101.00 6.14 5.22

Analysis: Recommendation:

Fair usability. The issue at hand was finalizing the selection of the new community. Rename "Finish" button to "Select" or "Update", and move buttons to bottom right of the page.



Phase 1 Assessment Report

Intro Executive summary Write up of all Phase 1 activities Key recommendations (3 or 4) Recommendations Summation



Evaluation

Design & Layout Usability & Information Architecture Content Search Tools & Innovation Planning & Resources



PlanningPlanning



Plan or Fail

Success is determined before design Planning constructs the blueprint for ongoing

management Failure to develop an integrated plan can

ensure failure



Perspective

1/3 of IT projects exceed budgets and schedules by almost 100% in small to mid-size companies (Gartner)



Death

Death is often slow, but not without extracting significant time, money and jobs

One prominent financial services firm purchased a content management system for $1.5M

Despite examining 12 different vendors the chosen solution: limited the number of publishers, pages, proved

unstable and made real-time publishing prohibitive

One year after implementation, it was scrapped



Planning Deliverables

Strategic plan Governance Business case & ROI Functional planning Information architecture Wireframes Design Content management plan Policies Marketing plan

Strategic Planning



Strategic planning process

Develop: Vision or mission statement Objectives Goals Key performance indicators (PKIs or CSIs)

Create online survey based on S.W.O.T. & company strategic directives

Stakeholders vote on possible Mission statements, objectives & goals

Prescient compiles results in PPT workshop Workshop is 3 – 4 hours with no more than 6 -8

stakeholders (4-6 is ideal)



Strategic planning process

Create online survey based on S.W.O.T. & company strategic directives

Stakeholders vote on options Compile results for workshop discussion Workshop is 3 – 4 hours; 6 -8 stakeholders (4-6 is

ideal)



Strategic planning survey



Intranet strategic planning survey



Strategic planning workshop

Introduce current state of the intranet / website Evaluation scores Requirements analysis findings

Create an effective strategy based on Current strengths and weaknesses (S.W.) Focus on the opportunities (but ensure threats are

addressed (O.T.)



ACME intranet weaknesses

Search tool Too hard to find information Navigation; complicated, not intuitive Training is scattered across the site Phone book search Static, irrelevant & out of date content Separate log on process; for desktop and intranet

(not everyone has SSO), and for other apps. Design, page layout



Intranet - Opportunities

Search; more relevant results, advanced search options 67%

Information architecture/navigation; more intuitive, user centric 58%

Content quality; up to date, relevant, dynamic 38%

Governance; clear ownership, defined guidelines 29%

Forms/tools; online submission, easier to locate 25%

Design; more dynamic, visually appealing, consistent 21%

Content management; easier, more consistent 17%

More social media; blogs, wikis, discussion groups 17%

HR; more online self service options – electronic pay stub, vacation day counter, online forms submission 12%

Other, please specify 12%

News; global in perspective, more industry news 8%



Key words / phrases for crafting missionINTRANET SHOULD (be) … Connect Engage Business oriented Global Fun Customer focused

REPRESENT: Unity Excellence Innovative Strategy Teamwork Performance Leadership Accountability Strong leadership Respect & Integrity Culture change Knowledge sharing

FEATURES: Reward and recognition Employee communication Employee development Idea management Training Feedback Dialogue Teamwork/collaboration Streamline Cost savings Primary choice for

communication First-line ambassadors Interface (portal) to all services,

systems & info



Sample Mission Statements

ACME’s intranet transforms the way employees communicate, collaborate and interact globally and locally.

Our mission is to connect people with the ultimate places to play.

To improve organizational effectiveness and communications by enabling employees to access timely, relevant information and applications where, when and how they need it.



U.S. Department of Defense



Common navigation, different look-and-feel



Objectives & Goals - Definitions

Objectives Qualitative something worked toward, or striven for something toward which effort is directed

Goals Quantitative the finish line end result of an endeavor/effort SMART

Specific, Measurable, Attainable, Realistic, Time Defined



Sample Objectives – intranet client

Objectives 1 2 3 4 5

To improve employee collaboration 14% 57% 14% 14% 0%

To increase employee productivity

1 1 1 1 2

17% 17% 17% 17% 33%

To increase employee engagement

3 0 2 1 1

43% 0% 29% 14% 14%

To develop a better balance between global and local content

1 0 1 2 2

17% 0% 17% 33% 33%

To standardize look-and-feel & usability across SAS

1 2 1 1 1

17% 33% 17% 17% 17%

Important Unimportant



Sample Goals

Improve employee productivity (reduce average clicks) 71%

Improve user satisfaction 57%

Create a simplified system for managing content 57%

Establish and maintain a strong governance structure 57%

Increase usability 43%

Deliver a consistent look and feel across the intranet 43%

Increase readership of key messages 43%

Ensure all content is regularly reviewed for relevancy 43%

A new navigation schema 29%

New search engine (and taxonomy) 29%

Deliver measured return on investment (ROI) ($_ million) 29%

Improve stakeholder satisfaction 14%



Key Lessons – Listen, listen, listen

Facilitator versus Expert Expert in setting up survey & workshop Facilitator in workshop Stakeholders need to be heard Stakeholders needs to make the directives

More than 7-8 people is unwieldy Watch the time and facilitate…

“Now we only have an hour left so how do you want to proceed…?

“Do you want me to me an aggressive time-keeper or allow free discussion…?”



Cognos Web marketing funnel

View

Monthly uniques

Complete

$$Pipe

Increase topline traffic into the site…

People click on an offer…

People complete the offer form…

BDRs pick up the lead, and sales turns it into a deal.

Source: Web Marketing results, whether 1.0 or 2.0, John Blackmore, Cognos – April 2008



Results – Cognos Lead Pipeline

View

Monthly uniques

Complete

$$Pipe

161,000Monthly unique traffic

34,336 (20.2%)

# viewing lead form

16,304 (9.6%)# completing lead form

$7,500,000$$ pipe/month

2007 Monthly average




What drives our decisions

•What are you trying to do?•Engage in marketing battles you can win.•Low hanging fruit first.•No focus. No excellence.•Test. Measure. Change. Repeat.

View

Monthly uniques

Comp.

$$Pipe

Five Principles Web marketing funnel

+




Case study: Homepage evolution

2002:No

offers on the page.

XX




…To this2006

Offers, and a lot of “me”

XX X XSource: Web Marketing results, whether 1.0 or 2.0, John Blackmore, Cognos – April 2008



…and constant evolution

Today…Confirm

they’re in the right

spot.Go where they want.

Get the lead




Inside




Pipeline, bottom of the page




Case study: Forms

2006




Using PPC learning…




Case study: New media

RadioCognos podcasts 30-minute show every 6

weeks 60,000 RSS subscribers 16,000 RSS views 2,000 episode downloads

Why? Reuse newsletter content First mover into tactic New media to increase traffic Reach new people with new

medium SEO goodness (transcripts) “Blog food” offers for

bloggers




Cognos Newsletter

Community of readers, a base to grow, metrics Marketing vehicle to promote items Search engine food Content to be re-leveraged (podcasts, bundled

collateral, RSS) Reason to issue SEO press releases (along with

your pods)

36,000 subscribers30% open rate8.5% CTR



Not so good



Evolution



Case study: Organic search + SEO

#4

March 6, 2008

1/3 of Web users see high search rankings = market leadership

CMS Case study: Fidelity Investments



What is a CMS?

A Content Management System (CMS) is a database technology used to publish and manage online content on a website without programming expertise

Content is published using templates or wizards Effective content management requires

Defined processes and rules Supporting technology (CMS) Individuals that understand both of the above



CMS Principles

Create & publish content in a timely manner Reduce the cost of publishing content Organize content to support work processes Define roles and responsibilities for managing

content Develop policies to guide content

development/contribution and management Can use one tool to publish information across

different site types and platforms (Internet, intranet and extranet)



(Personalized)Presentation

PublishingRevision

ManagementAuthoring

Editing

Content Management Core Functions

Document management (html, doc, gif, pdf, etc.) creation (separation of content from style)editingrevision trackingworkflow (author, editor, approver, publisher)

*source: Fidelity ETAD

Content delivery / presentationstatic v. dynamic delivery

Personalizationcustomization by user (portal)adaptation to user

Syndication

Content deployment / publishingeasy & consistent site updatescheduled updatescontent expiration



Traditional Way: The Content Mgmt Way: Requires technical and design expertise to Operate a site

Making changes to large site becomes an impossible task

Not very searchable

Separates Content From Design

Allows Non-Technical staff to Maintain Content

Streamlines Operations with Workflow Mgmt & Content Scheduling

*source: Fidelity ETAD



Assembled in the browser

Page Components

text

graphic

table

reference*source: Fidelity ETAD



10,000 files total...

3,000 “Good” files...

Fidelity: Intranet Content Audit

Source: FICL, Developing and Benchmarking Your Intranet - May 24, 2001



Why it is Critical:

Fidelity - Enterprise Information Architecture

*source: FeB

Blueprint for the “House”

User-Centered rather than Organization-Centered

Greater Efficiency in Adding New Content (less time arguing about where things go)

Before... After...



0

Fidelity: inSite Evolution




Project Core Team•Web Designer, Systems Analyst, Web Administrator, Technical Analyst•Business Leader, Business Analyst, Project Coordinator (UAT, Training)

Extended Project Team •Information Designer•60 End-User Focus Group Participants•80 Content Migration Publishers•Project Steering Committee

9 months - Analysis to Launch

inSite Redesign Project


Information Architecture



High Level Information Architecture

About UsEmployee Resources

NewsPolicies,

Forms and Templates

Job Aids and Tools

Reference Help

Executive Team

Learning and Development

Daily News Policies and Procedures

By Topic Acronyms Intranet Orientation

Corporate Structure

Careers Archives * (subcategories below)

Forms A-Z Index Branding Tech Help Desk

Quick Facts and Figures

My Benefits Enterprise News Bulletins Employee/ HR Updates Enterprise

Project Updates RBC Dexia Trust

Updates Community News Advertising

Campaigns Corporate Event

Details Rewards and

Recognition External Media

Releases On the Move Compliance

Network Newsflashes

Risk & Analytics Newsflash

New client wins RBC Dexia in the

News

Templates By Role Glossaries Password Resets

Mission and Values

My Pay By Business Unit Tech Tips and Application Guides

Other Help

Financial Reporting

My Pension By Functional Unit Product Information Emergency Procedures

OrganizationCharts

Incentives and Perks

By Corporate Function

Privacy Incident Reporting

Intranet FAQs

Corporate Performance

My Workplace FAQs Content Management Support

Testimonials and Videos

Manager’s Corner Internal Resources Intranet Publishing Help

Charities and Giving

Onboarding External Resources Facilities Management

Power of Attorney

Rewards and Recognition

Business Continuity Planning

Privacy Incident Reporting

Wireframes



Wireframe – home pageGlobal Navigation

Header: logo, employee directory, site map, search, contact us, feedback,

Page functions (printer friendly, font toggle, email this page,)

Enterprise News and enterprise project updates

Feature Area 1

Footer

I want to…(drop down menu)

Functional UnitsDrop down menu

Corporate Events Calendar

Today’s Listings and Link

New Client Wins

Quick Links

Quick Poll

Applications

Daily news headers for: Employee Updates, Client Updates, HR updates, Bulletins, Community News, Employee Recognition, On the Move, new Compliance newsflashes, new Risk and Analytic newslfashes, RBC Dexia in the News, and other news

Business UnitsDrop down menu

Promotional Banner

Time Zone Clocks and International Holiday Calendar

SnapShot of the DayEmployee snapshots

File an expense claimGet a vacation request formFile a medical claimFile a dental claimUpdate my profileFind organization chartsRecognize a employeeCall the help deskReset my passwordOrder new business cardsOrder marketing materials

RBC Links and Partners

About Us I Employee Central I News I Policies, Forms & Templates I Job Aids & Tools I Reference I Help

Content Management Plan



Content Management

Content management is simply defined as the means by which content is created, stored, accessed and reused to accomplish corporate goals.

The hallmark of a good content management system is an easy-to-use web interface that allows non-technical employees the ability to create, edit and publish pages without any programming or technical training.



Template Requirements

Templates will need to be built for all page types within intranet.

Home page Channel Page News Contact/Location information Organizational Charts Speciality pages: i.e. – IT, HR, Sales… Search Search Results Directories …

Templates must include the standard global banner and footer components.

Templates must be unalterable by content owners.



CM Plan Includes high-level recommendations for:

Creating and managing content Content and broadcast e-mail policies Customization and Personalization Requirement recommendations for a content

management system Content workflow recommendations



Content Audit

The content audit is used to: populate the new Information Architecture. determine what content needs to be saved and/or

updated, and more importantly, what content needs to be purged.

identify new content that needs to be developed.



Content relevancy

All data should have a shelf life of no more than 6 – 12 months (that is, the content is archived or a notice is sent to the owner to update the content via CMS workflow).

Existing content that will be used on the website needs to be mapped, and in some cases converted.

All content needs to have an owner whom is responsible for ensuring the data is ready to be posted/converted as per the plan.



Taxonomy

Implement a complete corporate taxonomy guided by business and function need for:

storing, cataloguing and ‘tagging’ content Establishing a taxonomy “rule book” will ensure

effective meta tagging and content categorization by all publishers.

The taxonomy should mirror the Information Architecture and vice versa.

All content pages should be tagged according to the taxonomy defined. For example:

CEO’s Page keywords: CEO Name, Chairman Management Board , Chief Executive Officer, senior executive, view from the top, engagement survey, etc….



Documents

Whenever possible smaller, less detailed documents (pdf’s, word, etc) should be converted to html.

CMS should accommodate a simple cut and paste from a PDF/Word (and clean tags from MS-Word)

CMS should also be able to support corporate documents with:

Title one paragraph explanation Link size of file icon to indicate file type

The new CMS will need to index documents allowing them to be searched.



Document Notification

Allow general users of the site to subscribe/ unsubscribe to document updates on the site

Upon subscribing, users will receive a notification when the document changes

Users are notified via e-mail or on screen alerts Automatic updates to “What’s new”



Email Guidelines & Policy

Eliminate broadcast bulletins except for urgent, actionable/time sensitive or mission-critical communications.

Limit broadcast email usage (Project Manager, Senior Managers, Executives and 1 or 2 backups).

Outline proper usage and treatment of emails Use of attachments and distribution lists. Subject line formatting. Use of To:, cc:, bcc:

Drive traffic Perhaps by initially using a bi-weekly e-newsletter

that links users to news headlines, etc Educate on basic email etiquette



Collaboration

A new CMS could provide “project room” functionality. These can be set up for virtually any team effort

purpose. Functionality available with Team Rooms:

Asynchronous Collaboration: tasks, discussions, feedback, rating, comments.

Team Management: calendar, scheduling, email. Real-time Collaboration: instant messaging,

application sharing. Privacy: ID and password access.

Specific templates can be used for different collaborative efforts.



Customization and Personalization

Quick links on home page. Selections within Employee Dashboard view. Single sign on providing access to all systems. Users from different geographies will see customized

views of the home page, such as: Local weather. Local language (if available). Default home page quick links specific to

geography. HR information. …



Content Workflow - Sample

It is recommended that 3 levels of content workflow utilized for initially, with ultimate control residing with the Project Manager for the home page.

Sub-sections, project pages, etc may not need the Project Manager. Wiki, blog, collaboration and similar type content will not require

Project Manager approval. Project Manager approval process can be lessened (to a certain

extent) once the new standards have been successfully established.

Site Owner (i.e. Department pages)

Project Manager

Site Owner (i.e. Forms)

Authors

Etc.

Authors Authors Authors



Sample Content Workflow

Author/Contributor

Content

Content Owner

IntranetProject

ManagerApproved Yes

No

Post to CMS

Translation required?

Publish live to

intranet

File in CMS DB

No

Yes

Translation/ GMS

Re-write/update

required

Verify translation

Translation correct

Yes

No

Approved Yes

No

Require Mngm Review

No

Senior Management

Approver

Yes

Approved

Yes/No

Document reaches expiry threshold

CMS workflow

sends notice to content

author/owner

Content owner/author

reviews content

Content Requires Update

Yes

Content owner/author saves content with

note in workflow that no changes to

document made

Search Engine Optimization



SEO

Search is a sales tool Being found = $$$ SEO is the process of increasing your rankings

62% of users click on first page search results 90% clicking on results from the first three pages

of returns 87% of results clicked on were from the organic

(non paid)



10 billion searches per month (Dec 07)



56% of users use a search engine on any given day 54% of searchers only view the first page of results

(comScore)

In unaided recall, the top three search listings outperformed banners and tiles by three to one (ND Group)

55% of participants' online purchases originated on sites found through search listings, compared to 9% from sites originating from banner ads (ND Group)

Traffic comes from scratch



35.66% of visits from Google searches 21.63% of visits from direct 18.17% of visits referred from intranetblog Google the word “intranet” :

IntranetBlog.com has moved from a ranking of 44 at the start of last year to 13…

Prescient’s ranking has improved

Traffic comes from scratch



Blog drives traffic AND rankings



Top rankings = Credibility / Leadership

“…users ascribe industry leadership to those brands within top results, and believe them to be leaders in their fields given their placement in the results” according to Robert Murray, President, iProspect

http://www.centerformediaresearch.com/cfmr_brief.cfm?fnl=060427

http://www.centerformediaresearch.com/cfmr_brief.cfm?fnl=060427



Google AdWords


103



6 critical criteria

URL Page title Content Design Links Age Neighbourhood



URL

URL Page title Content Design Links Age Neighbourhood



Page Title



URL



Content



Design



Links



SEO Tips

8 second test – have someone view page for 8 seconds then ask them what the site is about

Page titles should be between 40-69 characters Write about 250 words per page which will enhance

search engines’ efforts to index Be more specific in writing your headings (e.g. not

“Our Office” but “Our Hanoi Consulting Office”) Create an information architecture that includes key

words Have user friendly URLs (ideally the url should be

easy to remember and reference)



SEO Tips

www.timelife.com/vietnam

http://www.timelife.com/webapp/wcs/stores/servlet/ProductDisplay?catalogId=10001&storeId=1001&langId=-1&productId=47001

http://www.timelife.com/vietnam






SEO Tips

Have keywords in main body content and throughout the site – top to bottom; in headlines and sub-headings; in call to action links

Have 10 phrases for your site, each phrase should have two or more words

Build content for those key phrases



SEO Tips



SEO Tips

IA should include key words 8 second impression Title tag (40-69 characters) Friendly URLs Page length (250 words) Headings – be specific Keywords – not just tags Key phrases (10) Links in context (no “click here”) Test with your search engine

117




Keywords

Density – the amount of keywords on a page Placement – where the keywords are on a page Plural vs.. singular Lower case Use in domain name (URL) and file names Keyword vs. phrase inputted into search

engines 1 word – 19.02% 2 words – 32.58% 3 words – 25.61% 4 words – 12.83%


118

http://www.onestat.com/



Keywords

Don’t Use your competitor’s name in your keywords Use common misspellings in your keywords* Use “hidden” words


119



Linking Strategy

List logical, affiliates etc. who would link to you

Find out who is linking to your competitors www.linkpopularitycheck.com

Search on your keywords and find sites that are not competitors that might link to you

Send reciprocal link requests Offer free content Submit to search engines


120



Avoid

Having hidden text or creating links that can be seen by search engines but not by users

Participate in link exchanges for the sole purpose of increasing ranking

Send automated queries to Google to monitor your site's ranking

Use programs that generate lots of generic doorway pages


121



Catchy but not misinterpreted…

"Who Represents" is where you can find the name of the agent that represents any celebrity. Their Web site is

www.whorepresents.com Experts Exchange is a knowledge base where

programmers can exchange advice and views a t www.expertsexchange.com

Looking for a pen? Look no further than Pen Island at www.penisland.net

Need a therapist? Try Therapist Finder at www.therapistfinder.com

122


Exercise



Keyword phrases

Write 10 keyword phrases for your site


124

Business Case



Business case process

Employee productivity survey Host ROI workshop

Introduce ROI concept & examples Introduce ROI matrix Identify 8 – 12 specific, measurable benefits Assign measures for team (homework)

Create business case in XLS template Summarize in the blueprint

RECENT EXAMPLES AS TEMPLATES: Schneider workshop PPT HSBC North America business case



Cognos business case

Examples Pipeline (measured by dollars) Revenue (ecommerce channel) Sales acceleration (measured by activities & dollars) Case deflection (resolved cases/ cases unlogged) Online self service (actions completed) Engagement (Posts, visits, open rates, click throughs,

mentions)



Results – Cognos Lead Pipeline

View

Monthly uniques

Complete

$$Pipe

161,000Monthly unique traffic

34,336 (20.2%)

# viewing lead form

16,304 (9.6%)# completing lead form

$7,500,000$$ pipe/month

2007 Monthly average




More than ROI Usage and value: 80% of IBM employees access the

intranet daily Workforce enablement: 68% view the intranet as

crucial to their jobs Employee retention: 52% are more satisfied to be an

IBM employee because of information obtained on w3



Key Elements

Purpose Problems solved Potential benefits Cost / benefits analysis

Cost of solution Hard benefits Soft benefits

Other benefits and metrics Solution overview Complexity matrix Opportunity cost (pros / cons)



Prescient’s Portal Magic Quadrant



Bank A - Benefits

Provide a single intranet platform for all intranets and rationalize other platforms and technologies

ACME Portal leverages the existing investment in ACME infrastructure & conforms to the new global standard

Reduces current intranet staffing / operating costs Improves information access and retrieval / increases

employee productivity Increase sales by providing lead referrals and customer

tracking, sales and support Increased employee engagement and satisfaction

(increased satisfaction decreases retention and recruitment costs)



Business Case Lessons

Success largely depends largely on client ability to measure current costs

First establish current baseline costs, then ROI estimates follow using benchmarks

ROI is all about “selling the benefit” Put on your sales hats Measure all you can – let management

decide later what works & doesn’t Be aggressive in measurement & estimates



Final lessons on planning

Know & document the business requirements Know & document user requirements Know & document best practices Develop a detailed plan starting at the top with

the mission statement, and work your way down: Objectives & Goals Key performance Indicators Business Case Functional Plan Information Architecture Etc.

Toby [email protected]

www.PrescientDigital.comwww.IntranetBlog.com

Questions?

(Summary version only, please contact Prescient to see the full version as a webinar – 416.986.2226)

mailto:[email protected]

http://www.prescientdigital.com/

http://www.intranetblog.com/

web & intranet planning workshop (half day)

Business

design planning

audience analysis

planning resources25

analysis timing

strategic planning process

business requirements

site attributes

ongoing management failure