Turning a “Wild Wild West” Intranet
Into One That Helps Users Find
Information Quickly and Easily
Erin Glenn, SharePoint Administrator
Goodwill Industries serving Central Virginia and Hampton Roads
About Me
Agenda
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Pain Points
Current State Analysis
Approach
Timeline
Go-Live
Lessons Learned
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Have You Heard This Before?
I Can’t Find Anything!
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Search
Navigation
Poor Naming Conventions
Stale Content
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Current State Analysis
Getting leadership to understand…
• Intranet vs. Team/Collaboration Sites
• SharePoint Maturity
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Definitions
Intranet
Team Sites
“Public Sites”
“Private Sites”
For publishing information to
all employees
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Policies
Forms
Department Contacts
FAQs
Read-only (except content
managers)
• Goodwill branded
For collaboration amongst
groups
• Intra-Departmental (Ex: IT
administrative content-procedures)
• Project Teams (Ex: New Store
Opening)
• Working Teams (Ex: Communications
Team)
• Custom security for each
• Standard SharePoint UI (no branding)
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SharePoint Maturity
Competencies
Core Competencies
Area
Description
Publication
Presentation of content in SharePoint for consumption by a varied audience
of authenticated users. Areas of focus include navigation, presentation of
content (static vs. personalized), content organization and storage,
customizations to the template, and approvals and workflow.
Collaboration
Multiple individuals working jointly within SharePoint. Areas of focus include
provisioning & de-provisioning, templates, organization (finding a site),
archiving, using SP’s capabilities (i.e. versioning & doc mgmt, task mgmt,
calendar mgmt, discussion thread, surveys, workflow).
Business Process
Linked business activities with a defined trigger and outcome, standardized by
SharePoint and/or custom automated workflow processes. Areas of focus
include data (unstructured/structured), workflow, user security / roles,
reporting, tracking / auditing.
Search
The ability to query indexed content and return results that are ranked in
order of relevance to the search query. Areas of focus include scopes, display
of results, optimization, integration and connectors, and performance.
Source: https://www.nothingbutsharepoint.com/sites/eusp/Documents/SharepointMaturityModel2.pdf
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SharePoint Maturity
Competencies
Advanced Competencies
Area
Description
People &
Communities
The human capital of the organization as represented in SharePoint by
profiles, MySites, and community spaces (the virtual spaces that support
particular areas of interest that may span or fall outside the organizational
structure).
Composites &
Applications
Custom solutions specific to the needs of the business (traditionally served by
paper forms, Excel spreadsheets and/or Access databases) which may be
accomplished by multiple technologies working together.
Integration
Line of business data and/or content from a separate CMS integrated with the
system, allowing users to self-serve in a controlled yet flexible manner.
Maturity proceeds through integration with single system, multiple systems,
Data Warehouse, and external (partner/supplier or industry) data.
Insight
The means of viewing business data in the system. Maturity proceeds through
aggregation of views, drill-down and charting, actionability, and analytics and
trending.
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SharePoint Maturity
Level Definitions
SharePoint
Level
500
Optimizing
Maturation
400
Predictable
300
Defined
200
Managed
100
Description
The particular area is functioning optimally and continuous
improvement occurs based on defined and monitored metrics.
The particular area is centrally supported, standardized, and in use
across the entire organization. Governance is defined and followed.
The way the particular area is leveraged is defined and/or
standardized, but not in use across the entire organization.
The particular area is managed by a central group (often IT), but the
focus and definition varies by functional area.
The starting point of SharePoint use.
Initial
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SharePoint Maturity Model
Core Concepts
Maturation
Level
Publication
500
Content is personalized to the user.
Content is shared across multiple
functions and systems without
duplication. Feedback mechanism on
taxonomy is in place. Automated
tagging may be present.
Optimizing
400
Maturation
Predictable
300
Defined
200
Managed
100
Initial
Collaboration
Business Process
Search
Collaboration occurs outside the
firewall – i.e. with external
contributors. Automated processes
exist for de-provisioning and
archiving sites.
Power users can edit existing
workflows to adapt them to changing
business needs. Users have visibility
into process efficiency & can provide
feedback into process
improvements. Workflows
incorporate external users.
Users understand relationship of
tagging to search results. Automated
tagging may be used. High volumes
can be handled.
Content is monitored, maintained,
some is targeted to specific groups.
Usage is analyzed. Digital assets are
managed appropriately. If more than
one doc mgmt system is present,
governance is defined.
Collaboration tools are used across
the entire organization. Email is
captured & leveraged. Work is
promoted from WIP to Final which is
leverageable.
The majority of business processes
are represented in the system and
have audit trails. Mobile
functionality is supported. Workflow
scope is enterprise-level.
Content types and custom properties
are leveraged in Advanced Search.
Results customized to specific needs,
may be actionable.
Site Columns/ Managed Metadata
standardize the taxonomy. Page
layouts & site templates are
customized. Approval process is
implemented.
Collaboration efforts extend
sporadically to discussion threads,
wikis, blogs, and doc libs with
versioning. Site templates are
developed for specific needs.
Workflows can recognize the user
(i.e. knows “my manager”). Content
types are leveraged. Workflow scope
spans departments or sites.
Search results are analyzed. Best
bets and metadata properties are
leveraged to aid the search
experience.
Custom metadata is applied to
content. Templates standardized
across sites. Lists used rather than
static HTML. Multiple document
mgmt systems may be present w/out
governance around purpose.
Mechanism is in place for new site
requests. Collaboration efforts are
collected in document libraries (links
emailed rather than documents).
Business process is defined; some
custom SP Designer workflows (or
third-party tool) may be
implemented. Workflow scope is at
departmental level.
Custom scopes and iFilters employed
to aid the search experience.
Navigation & taxonomy not formally
considered. Little to no checks on
content. Folder structure is recreated from shared drives. Content
that could be in lists is posted in
Content Editor WP. Out of box site
templates/layouts are used.
Out of box collaboration sites set up
as needed without structure or
organization. No formal process
exists for requesting a new site.
Business process is loosely defined.
Out of box workflows (approval,
collect feedback) leveraged
sporadically. A doc lib or list provides
a central base of operations.
Out of box functionality for query,
results, and scopes; some additional
content sources may be indexed.
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SharePoint Maturity Model
Advanced Concepts
Maturation
Level
People and
Communities
500
Users can edit certain profile data
that writes back to AD or HRIS.
MySites template is customized.
MySites may be allowed for external
users.
Forms connect with LOB data. New
capabilities & requirements are
surfaced & integrated into
downstream capabilities.
External data (partner/supplier or
industry) is integrated with SP.
Analytics and trending are employed.
Profile fields may integrate with LOB
data. MySites are centralized (only
one instance). Communities flourish
under governance.
InfoPath forms improve the user
experience. Mobile functionality is
supported.
A data warehouse is integrated with
SP.
Items are actionable.
Custom profile fields reflect
company culture; photos are
updated from central source.
MySites rolled out to all users,
supported, trained. Community
spaces allow users to connect.
Most forms are online; some involve
automated workflows.
Multiple systems are integrated.
Views allow drill-down and charting.
MySites rolled out to pilot groups or
users. Out-of-box profiles
implemented.
Some spreadsheets are converted to
SP lists; some paper forms are
converted to SP list forms.
Applications are opened up to a
larger group of users.
A single system is integrated with SP.
Views are aggregated through
customization.
Basic profile data imported from AD
or other source. MySites host not
created.
Excel spreadsheets, Access
databases, paper forms are stored in
SharePoint.
Links to enterprise systems posted
on SP site. Printed or exported
business data is stored in doc libs.
Existing views are used; data is
brought together manually.
Optimizing
400
Maturation
Predictable
300
Defined
200
Managed
100
Initial
Composites and
Applications
Integration
Insight
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SharePoint Maturity
Goodwill Evaluation
Publication
Collaboration Business Process
Search
People and
Communities
Composites and
Applications
Integration
Insight
500
Optimizing
400
Predictable
300
Defined
200
Managed
100
Initial
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Current State - Content
• Mix of intranet and
team site content
throughout
• Multiple places for
similar content
• Empty and old
sites/content
• Usability/Findability
Issues
– Design for standard
resolution
– Use of text vs.
SharePoint list
– Search
– Navigation
– Flash Buttons
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Current State - Configuration
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Databases
Load Balancing
Security
Service Packs
Backups
SQL Maintenance
Memory
Services
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Approach
High-Level
Phase 1
Separate Intranet &
Team Site Content
Phase 2
Analyze & Rebuild
Team Sites
Phase 3
Forms & Workflows
• Build out Intranet and Enterprise Search Center
• Reorganize and cleanse Team Site content,
including content databases
• Implement governance and training plans
• Deactivate wiki home pages
• Migrate content from documents to pages and
lists
• Fix existing InfoPath forms (design/UI; promote
fields to columns; add/enhance workflows)
• Create new forms and workflows
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Approach
Phase 1: Separate Intranet/Team Site Content
Intranet
• Engage focus group
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Global navigation
Global content layout (contacts, FAQs, docs/forms)
Validate existing content
Provide new content
• Engage Marketing & Communications
– Home page design
– Communications strategy
• Engage site owners
– Prioritize sites
– Cleanse existing content
– Communications strategy to site members/team
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Estimated Timeline
Begin Discussions RE:
Communications Plan
Begin Meetings With Site Owners
Intranet Complete-Ready for Go
Live
All Team Sites Been Redesigned
Begin Team Site Meetings
Meet with Focus Group
Begin Analysis of Existing Forms
& Workflows
Reorg of Team Sites-Done
Begin Meetings & Modifications
to Existing Forms &Workflows
Intranet Home Page and Layout
Decisions
Begin Analysis of Remaining
Team Sites
Modifications Complete to
Existing Forms & Workflows
Begin Intranet Construction
Begin Meetings & Modifications
with Site Owners
Begin Team Site Reorg
Ready for more!
Jul
2012
Aug
Sep
Oct
Nov
Dec
Jan
2013
Phase 1
Phase 2
Phase 3
Separate Intranet & Team Site Content
Analyze & Rebuild Team Sites
Forms & Workflows
Feb
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Actual Timeline
Begin Discussions RE:
Communications Plan
7/15/12
All Site Content Due
12/31/12
Intranet Home Page and Layout
Decisions
7/22/12
Begin Intranet Content
Discussions with Site
Owners and Content
Managers
10/16/12
Focus Group Kick Off
8/2/12
Begin Intranet Construction
8/5/12
Create Training Artifacts
1/2/13
Go Live Weekend
1/25/13
GO LIVE!!!
1/28/13
2nd Navigation Card Sort
10/23/12
Overview Sessions Begin
1/29/13
Navigation
Card Sort
9/20/12
Content Manager Training
Sessions Begin
2/14/13
Jul
2012
Aug
Sep
Oct
Nov
Dec
Phase 1
Separate Intranet & Team Site Content
Jan
2013
Feb
Mar
Go Live
• Occurred over an entire weekend
• Moved Team, Project and Private sites around
to new site collections (used Axceler’s
ControlPoint)
• Set GPO and DNS entries
• Copied remaining list items
• Re-created some workflows
• Set new incoming email on specific libraries
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SharePoint Maturity
Where We Are Today
Publication
Collaboration Business Process
Search
People and
Communities
Composites and
Applications
Integration
Insight
500
Optimizing
400
Predictable
300
Defined
200
Managed
100
Initial
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What Went Well?
• Database Backups
• Communications
– Quick Reference Guides
– “Where It Was/Where It Is” Matrix
• Overview Sessions
– General
– By Audience (Store Management and Departments)
• Required training for Content Managers
• All issues/questions routed via Help Desk
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Lessons Learned
• Outlook list connections break
• Content creation took longer than expected
(new content that did not exist)
• People don’t know their own content
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The Ugly!
The old GoodPoint
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Home Page
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Home Page – 1024x768
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Company Information
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Department Site
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Stores
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E-Library
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Search Results – From Home
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Search Results – From Department
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Search Results – From Department
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The Useful!
The new GoodPoint!
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Questions?
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Want to know more?
• Need to catch me?
– erin.glenn@verizon.net
• Following me on Twitter?
– @erinbglenn
• Reading my blog?
– www.erinbglenn.com
• Let’s connect…
– www.linkedin.com/in/ebglenn