Simon Evans's Blog

Making Intranets and Innovation Work!

What should be in the Intranet Governance Handbook?

Strong governance is key to the success of any intranet project.  My approach to this focusses on 2 key deliverables:

Make sure your governance handbook covers all the criteria you need for effective governance

  1. The Benefit Realisation Plan.  In this document we make the link between business success and what we are trying to acieve with the intranet.  So we discuss vision, strategy, benefits, measures, targets, change management and enablers (technical, cultural or process) etc
  2. The Governance Handbook.  This sets out the criteria by which we will govern, the rulebook if you like, e.g. the age old chestnut of who gets a link in the primary navigation.

It is the latter I wish to discuss in this blog.   Unless you have agreed clear rules/standards/guidelines (whatever you want to call them) you will find it hard to justify your position on any questions that are put to you in the governance team.  Agreeing clear criteria for decision making will save you a lot of hassle later on.

The handbook is then a critical document which will cover a wide range of subjects.  Your “starter for 10” – Below is a farly random (but long) list  of things that I have included in this document in the past.  What is your experience?  What have you included or want to include?  What is missing from this list?  I hope the list may prove useful to some people anyway as a list of things you need to think about and address at some point.

●    Define the purpose of the governance team
●    Document the mandate for the project
●    Scope of the governance activities (Terms of Reference)
●    Using the Benefit Realisation Plan- the most mportant!  Tracking benefit delivery
●    Governance Team structure
●    Define roles & responsibilities
●    Team meeting logistics
●    Maintaining the project plan
●    Exception handling
●    Self service model
●    Communication and promotion plan
●    Feedback/comment handling
●    Change control (for standards and the handbook itself)
●    Management of the information architecture especially the primary navigation (who gets a primary link?)
●    Deployment and uptake approach – marketing plans
●    Acceptable Usage policies, netiquette
●    Technical platform rules (often a separate document)
-Permitted technology framework
-Platform governance (if different)
-Security, Single Sign On and remote access
-Application integration
-Support SLAs
-Directory and profile management
-Service monitoring
-Disaster recovery
●    Content Rules
-Requirements to provide content – responsibility for content creation
-Definitions of different content types
-Editorial roles and responsibilities
-Workflow requirements
-Rules for use of local languages
●    Content Quality Standards-Guidelines for effective web communications
-Content quality measurement – introduce conpetition
-Metadata and tagging requirements
-Search Engine Optimisation
-Content review, retention and archive strategy
●    Brand compliance
●    Metrics – measuring success
●    Managing starters and leavers
●    Regulatory Compliance
-Data Protection,Confidentiality and Privacy
●    Training and support

All this and much more in my 1 day Governance Master Class – contact

Simon Evans

Consultant, EnigmaQuest ltd

October 25, 2012 Posted by | Enigmaquest, Governance | , | Leave a comment

NEW! Intranet Governance MasterClass

EnigmaQuest is proud to announce the availability of a 1 day master class on the critical subject of the Governance of your intranet.  Using a highly practical, hands on approach, you will cover the critical stages in developing a governance model, and at each stage will participate in practical exercises, documented in your 36 page workbook, which will ensure that by the end of the session, you will have a solid starting point for developing this further when you return to your business.

Consider the following questions:

36 page workbook

  • Do you feel you are in control of your intranet?
  • Do you know what benefits it is bringing? Do you know what benefits it should be bringing?
  • How well does It support your business strategy?  Do you know?
  • Are you redesigning your intranet and need to know that your efforts are moving it in the right direction?
  • What will the introduction of new technologies mean to your business?
  • Are your employees finding it more of a distraction than a benefit?
  • Do you have a plan?

If you identify with any or all of the above questions this Governance Masterclass will give you some tools to help you answer them.


The objective of this hands on workshop is to examine the basic process of building a Governance model for an intranet project, and includes:

  • The importance of Governance
  • Building a vision for your intranet
  • Linking the vision with benefits that drive your business forward
  • Translating the benefits into a detailed Benefits Realisation Plan taking into account change management and identifying the enablers
  • Identifying and developing guidelines and standards to support governance decisions and documenting these in a Governance Handbook
  • Designing and populating  the Governance Team to ensure delivery
  • Pitfalls to watch for

What will you take away?

This hands-on workshop run by our experienced consultant  will help you start to construct a robust Governance framework that will help you maximise the benefits of your intranet.  During the day, you will use the practical exercises to get you on the road to developing a vision for you intranet, creating a benefit realisation plan and governance handbook.  You will explore the structure of your governance team and identify and agree the guidelines and standards that will be necessary for them to effectively govern.

You will walk away at the end of the day with a completed workbook containing a draft plan to get you started and worked examples that you can expand into a complete model when you get back to your business.

This approach has been developed over an extended period, and has based on experiences of major global companies including GSK, Novartis, DHL, Informa and SABMiller.

Contact Simon at EnigmaQuest for any further questions or to discuss booking a session.


Simon Evans is an experienced consultant with a background in global Pharmaceuticals and other multinational organisations.  He set up EnigmaQuest Consulting in 2005 to help organisations realise the true benefits of intranet technology in particular by deploying effective governance to drive the realisation of these benefits and maximising their impact on the business.  He also has an interest in innovation leadership and is also Director of InnovoFlow ltd where he has developed “InnovoZone, the Innovation Game”.

September 13, 2012 Posted by | Enigmaquest, Governance | , , | Leave a comment

The Perils and Pleasures of Intranet Governance

By Simon Evans (@simontevans,

Are you in control of your Intranet?

This seems like a daft question, of course you are… aren’t you?  Well let’s take a look at what we mean by “control”.

  • Do you know why you have an intranet?  It is surprising how many senior managers struggle with this question… what would happen if you switched it off?
  • Do you know how much it is costing you?  Is the cost widely devolved across the organisation and therefore basically invisible?
  • Do you know what benefits are accruing?  Can you measure these?
  • How well does your intranet support your business strategy?  Do you know?
  • Do you know where you are going with this incredibly valuable tool?  What does the future hold?

One of the many reasons organisations struggle with some or all of these questions is that the intranet has typically been developed bottom up and is supported (possible strongly) by management simply because “everyone has to have an intranet” and that’s where it stops, and the organisation is allowed to just get on with it.

If you don’t get the governance right, you will not be realising the true benefit of you intranet, and you could be wasting a great deal of money for no return.

In this blog I would like to explore some of the approaches that have worked with many clients.  There are four phases in the process.

  • Creating the Vision
  • Setting up true Governance
  • Improving the Content
  • Identifying future trends and developing organisational agility to adopt them

Creating the Vision

The first step in the process is to have a very clear understanding and shared vision of what your intranet is for.  This typically can be developed in a half day workshop with the *right* people in the room.   The right people?  Those developing the vision must have a proper business stake in the output.  You should therefore have a good cross business representation of people who are senior enough to apply a test of alignment to the business strategy and to take accountability for the achievement of the agreed vision.  This is NOT a job for IT or even Corporate Communications (although they are both likely to have significant input!).  The agreed vision should be:

  • Punchy and easy to remember
  • Aligned and connected to the business strategy and the bottom line
  • Agreed and committed to across all business units
  • Be built upon identified measureable benefits

Once you have clarity in what it is you want to achieve, you have a framework against which you can govern.  Don’t attempt to govern without this – it will not work!

Setting up (true) Governance

True Governance?  Too many companies, large and small will say that they have governance in place but they will often admit that it does not seem to be effective, and the group will often fail within 6 months.  What are the common failings?  Do you recognise any of these?

  • Governance Team becomes a talking shop but does not resolve any real issues
  • People on the team do not have any time allocated to this task and so come to successive meetings (or not!)  having made no progress against the actions of the last meeting
  • The group is run by IT and the Business people in the room lose interest after 3 meetings
  • The group is run by Corporate Communications and the Business people in the room lose interest after 3 meetings
  • Arguments about technology dominate discussions
  • Members of the team are there as delegates of the senior team members and have to refer decisions and commitments upwards after the meetings
  • Fragmented business environments make driving a consensus impossible, local politics abound

I argue that, the right team with the right engaged people, armed with a clear vision can avoid or fix these issues.

How can we help make this happen?

  1. Much starts with strong sponsorship.  Most often this tends to be from IT or Comms, and sometimes jointly.  This can work well as long as the business agenda is right on the top of the pile and stays there.  It certainly can cause problems if the sponsor is from just one of the business units unless they are very good at being inclusive of the others.
  2. The structure and role of the governance team is also crucial.  If we don’t carefully separate the Strategic components from the Tactical, the senior people who should be worrying about the strategy will soon lose interest as the tide of tactical decisions wash them out of the door never to return.A successful model that has been used in many large organisations is to set up local governance groups in each Business Unit to handle the tactical, with the chair of each of these then sitting on the Strategic Governance Board.  That way commitments made at the centre are more likely to be implemented locally.

The key strategic activities (managed by the central Strategic Governance team) are:

  • Sponsoring the intranet project
  • Being accountable for the realisation of benefits to the organisation from the intranet
  • Defining and maintaining the vision
  • Developing and agreeing minimum standards for quality and technology, and tracking progress metrics against these, enforcing where necessary
  • Managing exceptions
  • Managing and optimising the overall cost of ownership
  • Agreeing major changes

The Tactical activities (managed by the business unit teams) include:

  • Making day to day decisions
  • Driving the implementation of agreed corporate wide standards
  • Developing local standards as needed
  • Ensuring alignment with business strategy and representation of business needs
  • Collecting metrics and summarisation for the Strategic group
  • Managing the portfolio of content in their business to ensure people have what they need
  • Escalating issues to the strategic team

3.  The Team and its members will ultimately determine the success or failure of the initiative.  This is not something that can be done as an afterthought; it must be part of the day job.  A highly successful implementation of a governance team in a major Pharma company was in no small part down to the fact that one of its key sponsors (a SVP from IT) had some 20% of his time allocated to driving the governance group, and the CIO actively tracked his goals through the performance management system.
Choose engaged people with a passion and an interest in making your intranet a success.

Improving the Content

With governance in place, you can now turn your attention to the content and how it performs.  There are three aspects to managing and improving your content.  Each of these may be a source for standards that you might wish to develop.

Availability:  The content that people need to help them do their jobs better has to be, in the first instance, there and available.  It is amazing how when someone complains they cannot find something they are looking for, that it turns out not to have been written!  Some simple gap analysis against business process should identify the missing content.

Quality:  Quality is critical for long term success.  Is the content up to date and correctly attributed to an owner?  Are there processes in place to ensure this is maintained?  Do you have metadata standards in place and is this reflected in the content?  Have you tested the searchability of content? Do you delete or archive old content?  How is this done?  Do you encourage and manage user feedback?  Do you have a lot of “vanity content”?  (This covers those many pages dominated by a photo of the head of department together with an org chart and their mission statement that is basically no interest to any of their potential information customers).  Can you measure these things?  Indeed you can – consider putting together a simple checklist of questions relating to the above, and encourage self audit of the business unit content awarding Bronze, Silver and Gold medals for sites.  This subtle competition can drive astonishing progress.

Information Architecture and Design: The way you design and lay out your content is vital to your success at delivering the content to the people who need it, when they need it.  Steve Krug’s excellent book “Don’t make me think” is spot on.  The more your users must think about how they are navigating your content, the less they will find and the less likely they are to return.  Steer clear of jargon and acronyms – why label something as “Joborama” when you could call it “Jobs”!   Adopt the principles of Human Cantered Design (HCD) to maximise the impact of your site.  The design of your content taxonomy should take into account the very different user types.  Each user coming to your intranet will have a specific question in mind that they want answering, be it “What is happening in the company today” or “What is the redundancy package?”.  The starting point for this analysis must always be to segment you userbase and consider carefully their specific needs.  One size does not fit all.  Measure your audience penetration to see how successful you are!

Identifying future trends

We all know that the internet is changing fast and with the widespread adoption of Web 2.0 capabilities, and talk of Web 3.0 we all need to be on our toes, as today’s successful implementation of an intranet will fail tomorrow if it does not adapt.  The new workforce that we are starting to employ are all members of the Net Generation (read Don Tapscott’s book “Growing up Digital”), and they all have Facebook accounts and blogs and use Twitter extensively to network and find ways of getting things done.  They are not going to want to work in a company where the policy is to restrict access to the internet except for an hour over lunchtime.  If you do not give them the capabilities they are used to in their lives they will not be able to do what they do best – networking – and we must all learn from them,  they have seen the future!

So, Intranet governance is a major challenge, full of pitfalls and difficulties.  With the right approach and support, you can make a huge difference to the successful delivery of major business benefits, and that is what your boss wants to hear!

Simon Evans (@simontevans,

October 5, 2009 Posted by | Enigmaquest, Governance | , , , | 4 Comments