martes, 25 de septiembre de 2012

My Sharepoint content manager has left the company




ContentManagerIt's important to keep content up-to-date. But what does it happen when a content manager leaves?

It should be thought as if the person working in the company tomorow makes a call and says that he/she will never come to company, and that yesterday was his/her last day. Goodbye!

Content is always important, so the management of it should be embedded in day-to-day processes, and be part of hand-over. But reality is sometimes different, e.g. a gap between one person leaving and the next one coming.



Some suggestions

Here you have a few suggestions:

  • Always appoint a back-up for any content manager, to cover holidays, illness, maternity or paternity leave, busy periods, etc. Ideally a content manager should have an assistant that know all tasks involving content management.

  • Write delimited tasks for a content manager to create instructions for managing the content. This will help to get up-to-speed in a short time and relieve your intranet team. While your KM team can easily train a new person in general content management, they will not know the specific processes or agreements or access etc.

As any site where you are managing content, you have a sponsor for that site and he/she knows goals and objectives for it.

On that site should exist a good user guide, help files, training guides, FAQs, referral people,policies,etc.

Also it’s essential a communication plan, monthly or the period you use to publish changes on your site .

Following those items will mitigate the risk. Especially, considering the publishing period, you will that period content ready to keep the workflow running and to take appropriate measures



Early Phases

All those items are fundamental to be on our sight on early phases

A plan is needed of when the content should be ready for publishing and also have an idea of who should be responsible for certain parts of the contents.
It ‘d be ideal that when the new user starts his/her work could be assigned the leaving role and automatically gets the same rights, as the predecessor. The idea being that the content manager is role specific rather than employee specific.

This could be built as details into job contracts (if your organization likes detailed contracts), or otherwise formally document it, In a central "Content Management Roles & Responsibilities" Site or an advanced Knowledge Management Site . Doing so you could map, at an organizational level,  to what content belongs to which role, which has benefits beyond simply knowing what user what.

It’d be ideal to have a map of contents and hierarchy of roles.



Real world sample

I worked with Policies & Procedures Area to add site content responsibilities on specific job descriptions on different areas some time ago. They only knew the responsibilities on their known areas. It’s known that people are better suited (technically minded or more engaged...) than others, so was also needed to create a 'role and responsibilities' document for those staff and wishing to become an editor.
So, when appears a new team or future 'editor' that will develop content,  they receive an initial response back, including their manager, stating what is expected in that role, that they will be reviewed in a year, our content review process and those tasks will be included, on his/her annual performance evaluation, as his/her objectives. It is needed to be sure that he/she will cover the role as editor and subsequently trained to use the Content Management Site. That‘s a good procedure to follow because everyone is clear on what is expected without surprises.

Sometimes it‘s a jumbo task but it’s actually fruitful.




Once this schema begins to work you could coordinate a content audit every some months as a response to the issue of continuity. On that process you could involve every page of the site being confirmed as accurate and up-to-date, picking up any unattended pages.
Result records also make great handover notes for next editors.

On that process could be used a workflow when the revision starts. You could assign a bunch of pages or sites (depending the size of contents) to different editors.
Each of them submits results identifying their content. They also confirm beside each content, that each of them had checked and approved or not approved or delegate the task to a manager or the outcome you need.
Finally a manager is notified that the audit has occurred.
The progress/status of the audit also makes up part of my quarterly reporting to the Web Governance Board under the title of 'Reliability of content'.
Finally a bunch of reports and statistics could be done with information gathered during the process.

Additionally manager could be alerted when HR update the user’s profile when he/she leaves, and begin with a reassignment process for the content that got orphan of reviewers.


    So as to keep content up to date, It could be added metatags to each content/page with a maximum (the period you want) from page creation date . Each month/week all content owners receive an automated notification with all content due to expire nextly , and any that has expired within the last week.

    Additionally the workflow could present a page with title contents so as to give it a quick check to make a massive update, or if it must be removed .

    Finally could be createa a report of expired and updated pages .
    This tends to keep our content up to date, but also helps me to see if anyone is not keeping up with their responsibilities.



      Statistics and Site Analytics and Reporting and Business Intelligence

      A Reporting/BI package should cover those workflow intelligence. Reporting should tell you which contents have expired and give a breakdown of who is the owner.
      You should also get orphan contents and manage the new owner.
      From those reports you should be able to get stat on a spreadsheet of contents and managers.



      A Knowledge management site

      So as to have clear defined goals and objectives for Content Management Roles, it is needed to have clear Content Management Roles Roadmap. Also it’s needed for example in a Digital Processes site a page with good manuals for users documenting processes, forms, projects, tasks, deliverables, and a blog where people could talk about those subjects for continuous enhancements. So any user replacing another user could have all information.

      If it is implemented enterprise wide you will avoid the first users‘s resistance and those situations could be managed and monitored. That kind of information is a key deliverable - not only for project work but for day-to-day operations. An employee must be evaluated on how well he/she manages that responsibility. Its foundational to transfer knowledge and also is very useful for one person leaving gaps in an organization after their departure.



      For each of the topics covered in the sections of this article you can write a world of things, but I'm sure this will help you to begin to review how they are managing the content on your company.


      Recommended Platform

      At Baufest we use use to build some solutions with these problems based on:

      • Sharepoint
      • Nintex Workflows
      • Nintex Analytics or Reporting Services

      If you ‘d like to schedule a demo of those products just contact us.

      Have a nive day.