Digital Site Management for the Product Management Department (Concurrency Corporation)

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 2

Background Your organization currently faces a number of challenges related to its management of externally-facing Websites, including: Challenging and costly to keep Websites fresh and to post new content Cannot easily surface important info important to visitors, increasing volume of costly support calls Cannot maintain brand identity across sites IT is a bottleneck for posting content and business users do not know HTML Lack of brand consistency and content policy applications across Website sites Cannot deliver “YouTube”-like functionality on sites Cannot use sites to build/maintain customer communities 3

Engagement Participants Participant NameDepartmentRole (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) (name)(department)(title) 4

Executive Summary Concurrency proposes expanding upon your current Office System deployment to digitally reach and retain site visitors with a familiar, unified platform that makes authoring easy and enables community and self-service Implementing the proposed Digital Site Management Solution will provide you with: Business unit Web content self-publishing for Marketing and Customer Service Departments Rich Web 2.0 capabilities with wikis, blogs, tagging, ratings, and rankings for Web content to enhance the customer experience and drive site visitor retention Improved Web content management and disposition through application of content types and retention policies 52% decrease in labor required to develop Web content Reduce overall reporting cycle time by 82% 5

Executive Summary 6

Contents Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 7

Current State Process Analysis Create and Review Content Publish Web Content Access Web Content Maintain Web Content Digital Site Management Process Analysis Summary 8

9 Current State Process Diagram Total Labor: Hours Total Labor: 11 Hours Total Labor: 10.5 Hours Total Elapsed Time: 15 Days Your Website

Current State Process Diagram 10 Total Labor: 1.5 Hours Total Elapsed Time: 10 Days Total Labor: 1 Hour Your Website

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 11

Future State Process Analysis Performance Reporting Process Phases – Analysis Summary 12 Create and Review Content Publish Web Content Access Web Content Maintain Web Content

Level Of Complexity Low High Low Value to Business Prioritized Process Solutions 13 1 Deliver rich Web 2.0 capabilities to improve customer experience with wikis, blogs, tagging, ratings, and rankings (SharePoint Server 2010) Enable Marketing and Customer Service Department Web self-publishing (SharePoint Server 2010) Establish and use Content Types to drive governance and policy application to content (SharePoint Server 2010) Enable automatic workflows for content review prior to publication (SharePoint Server 2010)

14 Future State Process Diagram Total Labor: Hours Total Elapsed Time: 3.5 Days Total Labor: 9.25 Hours

15 Future State Process Diagram Total Elapsed Time: 1 Day Total Labor: 0.25 Hours Total Labor: 0.75 Hours Your Website

Anticipated Benefits - Process IDProcess Phase Improvement Description BenefitsTechnology Leveraged KPI Impact(s)Affected Stakeholders 1 Create and Review Content Web content authoring experience is like Word and in the context of the Web page itself, not “cut/paste” Deliver rich Web 2.0 capabilities with wikis, blogs, tagging, ratings, and rankings Automatic workflows for content review prior to publishing Strengthened ability to track and retain customers through richer Website content Reduced need for follow-up reviews as authors can see how their content will display while it is developed SharePoint Server % decrease in labor required 40% decrease in process cycle time. Marketing Department Customer Service Department 2 Publish Web Content Enable Marketing and Customer Service Department Web self- publishing Consistent branding is easy, publishing internally and externally is consistent experience Significantly faster Web content publication cycle Reduced IT involvement frees up IT time for more important activities SharePoint Server % decrease in labor required 95% decrease in process cycle time. Marketing Department Customer Service Department IT Department 3 Access Web Content Loyal customers get enhanced Web 2.0 experiences with wikis, blogs, tagging, ratings, and rankings The best search experience Build community and self- service for interest groups Improved product content reduces existing customer call volume (e.g., self- service help) Customer forum and ranking activities helps drive customer community, and ultimately brand loyalty SharePoint Server % Improvement in Customer Retention 20% Decrease in Tier 1 Service Calls Customer Customer Service Department 4 Maintain Web Content Set up content types and policies to auto-create and dispose of content Reduced cost to maintain content Decreased risk of stale content on Website SharePoint Server % decrease in labor required 90% decrease in process cycle time. Marketing & Customer Service Department IT Department 16

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 17

Adoption & Implementation Planning Summary IDImprovement Description Resources RequiredImplementation Owner Additional Stakeholders Notes 1 Deliver rich Web 2.0 capabilities to improve customer experience with wikis, blogs, tagging, ratings, and rankings Training content for Marketing and Customer Service employees on Web 2.0 content development IT department resources for solution development and/or project management Customer Service and Marketing department volunteers for pilot testing Customer Service Department Customer Marketing Department IT Department 2 Enable Marketing and Customer Service Department Web self- publishing IT department resources for solution development and/or project management Customer Service and Marketing department volunteers for pilot testing Marketing Department Customer Service Department IT Department 3 Enable automatic workflows for content review prior to publication IT department resources for solution development and/or project management More detailed process analysis to redesign workflow IT Department Customer Service Department Marketing Department 4 Establish and use Content Types to drive governance and policy application to content Set guidance on content types and usage IT department resources for solution development and/or project management Customer Service and Marketing department volunteers for pilot testing with specific content types Marketing Department Customer Service Department IT Department 18

Potential Adoption Roadblocks 19 Stakeholder Group Anticipated Resistance to ChangeDegree to which Resistance will Limit Initiative Success Mitigation actions Technical Marketing Department Lack of Web 2.0 capabilities knowledge High level of perceived technical complexity High Develop brief training document and FAQ Technical demonstration of Web 2.0 capabilities in SharePoint 2010 Customer Service Department Lack of Web 2.0 capabilities knowledge High level of perceived technical complexity Mid Develop brief training document and FAQ Technical demonstration of Web 2.0 capabilities in SharePoint 2010 IT DepartmentN/ALow N/A Cultural Marketing Department Reluctance to embrace need for Web 2.0 content capabilities Perception of additional publication workload High Reward involvement in deployment and participation Solution demonstration to show speed of use / creation Customer Service Department Reluctance to embrace need for Web 2.0 content capabilities Staff may be reluctant to change current business process Mid Highlight time saving benefits of solution Solution demonstration to show speed of use / creation IT Department Strong ownership of multiple process phases; feels that current process is “good enough” Mid Highlight short-term and long-term process and information benefits Emphasize time (labor and cycle) freed to focus on higher-value activities

Adoption Roadblock Mitigation Actions by Stakeholder Adoption CategoryMarketing DepartmentCustomer Service DepartmentIT Department Awareness Awareness generating communications via , newsletters, manager meetings, etc., targeted to stakeholder group and concerns Value Demonstration Demonstrate improvement in productivity through quick hits and quick wins; also show overall process improvements and reduced impact on staff. Provide useful tactical training to support roll-out. Emphasize performance process and productivity improvements to department as well as economic cost and implementation timeline. Integration & Alignment Ensure proposed solutions/ initiatives are aligned with both with business and IT strategy and direction 20

Contents Executive Summary Current State Analysis Future State Analysis Adoption & Implementation Planning Next Steps 21

Next Steps Review presentation and proposal with decision maker(s) and stakeholders for approval Consider a SharePoint Deployment Planning Services (SDPS) follow-up engagement Execute work order for project Schedule kick off meeting for week of _____ and weekly status meetings Propose schedule: A) Deadlines for initial milestones, or B) Date to finalize initial milestones 22