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Intranet and Office 365 governance at a large company - case study

Intranet and Office 365 governance at a large company - case study

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Johnson Matthey is a global company focused on sustainable technologies. Their intranet targets 12,500 users. This case study outlines how they have addressed intranet governance and supported adoption all as part of the digital transformation drive.

Johnson Matthey is a global company focused on sustainable technologies. Their intranet targets 12,500 users. This case study outlines how they have addressed intranet governance and supported adoption all as part of the digital transformation drive.

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Intranet and Office 365 governance at a large company - case study

  1. 1. © 2017 Content Formula Ltd Intranet Governance Case Study
  2. 2. Background  Johnson Matthey (JM) is a publically listed sustainable technologies company with 12,500 employees operating out of 30 countries and a turnover of £3bn  In 2016 they moved to Office 365 and relaunched their intranet, myJM  myJM includes pages and content for:  News & blogs  Locations, divisions and functions  Our company  Employee info  Forms, policies and procedures  Team sites © 2017 Content Formula Ltd
  3. 3.  The intranet build project was sponsored and run by IT and Communications, working very closely together.  Post-launch the build project team is being disbanded and there is now a clear delineation of ownership and responsibilities:  Comms – content, structure, JM Group sections  IT – technology, site provisioning, training, collaboration tools (esp. Office 365)  Responsibility for sites and content sections (e.g. Operating Companies, BUs, Departments, etc.) is devolved to the business owners © 2017 Content Formula Ltd Who owns the intranet?
  4. 4. Governance Plan IT & Comms created a Governance Plan for MyJM and O365:  Primary target audience is the business site owners around the world  Identifies responsibilities for site owners  Sets rules for usage and access  Describes administration, maintenance & support  Identifies intranet stakeholder groups  Content retention policy  Roadmap © 2017 Content Formula Ltd
  5. 5. Committees © 2017 Content Formula Ltd myJM Advisory Group myJM Strategic Development Group • Owns & develops the Governance Plan • Made up of functional stakeholders (HR, IT, Legal etc.) • Represents the views of their division or business function • Set the roadmap for intranet development • Members take the lead on strategic issues for their own area The committees are informal in that they don’t meet regularly but on an as- needed basis. The plan is to introduce more formal, regular meetings.
  6. 6. Site owners  The site owners are those from across the business who have requested publishing sites, project sites and collaboration spaces  They own the content and are responsible for publishing, setting permissions, reviews, expiry  Site owners should set their own local governance  Individuals are accountable for their content, in particular adherence to company policy: IT security, acceptable use, confidentiality, data protection, copyright etc. © 2017 Content Formula Ltd
  7. 7. Support teams  Collaboration Centre of Excellence - O365 Support Analysts and SharePoint Analysts responsible for 3rd line support, development, support networks  End-User support network – Yammer group for end users to request advice or help on any aspect of myJM  Site owners community – Yammer group for site owners, developers and analysts to request advice or help on designing/developing sites and solutions within myJM © 2017 Content Formula Ltd
  8. 8. Support Model  The Help Centre sets out and provisions the various elements of the support model © 2017 Content Formula Ltd
  9. 9. Training  Scheduled and recorded webinars on Office 365 and myJM  Video how-tos on Office 365 and myJM for end users and site owners © 2017 Content Formula Ltd
  10. 10. Intranet adoption Various activities to support adoption both around launch and longer term:  Launch webinars to introduce and showcase the site  Stakeholder management, including lots of informal meetings with site owners to talk through their plans and ideas  Site owner support to get their sites built and populated  Internal comms working with local businesses and groups to encourage more news flow  Ongoing training and support for site owners and end users in both O365 and myJM. © 2017 Content Formula Ltd
  11. 11. Post-launch research and discovery  One year after launch the intranet team commissioned Content Formula to carry out some research.  This included:  Findings were: © 2017 Content Formula Ltd
  12. 12. Lessons learned / challenges  The intranet launched at the same time as Office 365 – this meant that there was a lot of change to communicate. Some Office 365 change management was purposefully held back so as not to swamp people.  Whilst there has been some monitoring of intranet usage via analytics tools there was no specific effort to measure all round adoption by end users and site owners. This was simply due to resources and priorities.  The intranet team didn’t firm up the roles and responsibilities around the site and governance for a long time. It was quite fluid and this led to some confusion, especially with the business site owners. For example, Comms hired a temporary content support contractor to help with the build project. When she left there were some expectation from the business that Comms should replace her when in fact responsibility for content needed to rest with the business. © 2017 Content Formula Ltd
  13. 13. Credits myJM was researched, designed and developed by Content Formula, an intranet consultancy specialised in SharePoint and Office 365. A big thank you to Jonny Wing, Communications Executive at Johnson Matthey for agreeing to do this case study and for providing information and support. This case study was written by Dan Hawtrey, Founder of Content Formula. © 2017 Content Formula Ltd
  14. 14. © 2017 Content Formula Ltd

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