ROI When Web Content Management Meets Knowledge Management Vera T Rhoads Intranet Content Management Summit San Francisco April, 2001

Intranet Content Management Summit San Francisco April 2001 Outline Overview and definitions What is Web Content Management (WCM)? Knowledge Management(KM) – A Tactical Definition Web Content Management and Knowledge Management in Context How do you know that you need either? Web Content – the Intellectual capital of the Enterprise Required Attributes Content Evolution Document Management vs. Web Content Management Web Content Management Benefits The combined WCM/KM process WCM – detailed implementation steps ROI Measurements Bottom Line –Lessons Learned Conclusions April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Web Content Management Definition From Chaos to Success “A combination of well defined roles, formal processes and supporting systems architecture that helps companies contribute, collaborate on, and control page elements such as text, graphics, multimedia, and applets.” Forrester Group April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Web Content Management Web Content Management is a PROCESS Web Content Management System is a piece of SOFTWARE (or several integrated pieces of software) that enables the process April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Knowledge Management – Tactical Definition “Managing Knowledge” means delivering the information and data people need to be effective and efficient in their jobs KM allows you to increase productivity and reduce costs throughout your supply chain by getting the RIGHT CONTENT to the RIGHT PEOPLE at the RIGHT TIME April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Challenges of Web Content Management Not enough resources 44% Updating content/ Keeping it timely 38% Getting content from within the organization 22% Workflow/Version control/multiple authors 22% Synchronizing multiple sites 16% Broken Links 12% Managing content for multiple browsers 10% Moving from static to dynamic 6% Source: Forrester Group April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Web Content Management and Knowledge Management in Context The Triumvirate of Web Content Management USERS WCM TASK CONTEXT Context of Use TASK April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Web Content Management and Knowledge Management in Context The Triumvirate of Web Content Management Content Contributor Focus Groups Interviews Analysis USERS Types, publishing process WCM TASK CONTEXT Context of Use Type, Culture, Timeframes, Modes of Delivery TASK April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 WCM meets KM Information Universe WCM KM April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Content The Intellectual Capital of the Enterprise Attributes of GOOD web content RELEVANT CURRENT ACTIONABLE AVAILABLE RELIABLE April 16, 2017 Intranet Content Management Summit San Francisco April 2001

WEB CONTENT MANAGEMENT SYSTEMS IN ACTION Version Control RELIABLE Personalization RELEVANT Editions Ease of deploy Quality CURRENT Transaction Multiple platforms Schedule Editions ACTIONABLE AVAILABLE April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 WCM and the Supranet Intranets Co-Brand Extranet WCM Internet April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 KM Meets WCM Collaboration According to research done by the Gartner Group: KM adds the factor of collaboration thus QUALITY ASSURANCE April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Document Management vs. Web Content Management April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 KM’s role in WCM Optimize collaboration Improve organizational responsiveness Enable the reuse of knowledge (content) Innovation April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 WCM System – Anatomy Database Repository Data Input Templates Meta Data Workflow Management Data Transformation Data Deploy April 16, 2017 Intranet Content Management Summit San Francisco April 2001

KM and WCM beyond the buzz Historical Evolution Content as Corporate Intellectual Property What is new now April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Web Publishing Life Cycle QA transformation Content Creation Publish Deploy Usage Analysis Integration April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Web Content Management Life Cycle Content Creation Edit/Review approval of content Version Management Publishing/ Multi-platform deployment Archival Sunset of content April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 Advantages of WCM Manageability Auditing –tracking Empowerment of Users Reliability – roll back capabilities Scalability – multiple site deployment Integrity– directory structure impacts Control – Branding, look and feel April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 Do I really need this? What is the BUSINESS needs of my enterprise? How would a WCM/KM strategy further promote these? The need for speed? Competitive pressures and user expectations ? April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 Needs assessment Your customers, members, general public Business users Content Contributors Application Developers Administrators April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Web Properties Stages and Dimensions You need a WCM when and if: More than one web site Updated several times a day More than 2000 pages There is a need for personalization If published in several languages April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 What is a template Specific characteristics Advantages of using templates Template creation and deployment April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Types of WCM systems in evolution Fully integrated Hybrid April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 WCM AND XML Multi-channel Publishing localization for specific markets personalized delivery customized presentation on different devices April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 WCM AND XML XML promotes re-use XML tools as a core component for multi-channel publishing web content management system suites. Structured content and XML-based tools enable an infrastructure for transforming content based on the target application and delivery platform. April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 WCM AND XML Benefits of XML in Web Content Management: Ease of Interchange Reusability Speed Standards and Consistency Multiple Devices April 16, 2017 Intranet Content Management Summit San Francisco April 2001

WCM detailed implementation steps Requirements Assessment Forming the team Project management and project planning Kick off meetings Strategic Partnerships Staged in implementation April 16, 2017 Intranet Content Management Summit San Francisco April 2001

WCM and KM – Overcoming Barriers to Success Organizational Cultural Political April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Branding Considerations VIEW DEMO April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Major Players – Strength and Weaknesses Vignette Broadvision Interwoven ePrise Documentum FileNet April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 Advice Build vs. BUY April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 How is ROI calculated Build the Budgets early It will not be immediate When to expect it How to measure it April 16, 2017 Intranet Content Management Summit San Francisco April 2001

Intranet Content Management Summit San Francisco April 2001 Questions??? Good luck on your KM/WCM initiatives April 16, 2017 Intranet Content Management Summit San Francisco April 2001