Knowledge Management for Front-Line Staff

The front-line environment must be understood when implementing knowledge management initiatives.

Robertson, James. Step Two (2003). Articles>Knowledge Management>Workflow

Metrics for Knowledge Management and Content Management

Metrics are a concrete way of defining what a knowledge management or content management project will achieve, and whether it met those goals. In an environment of tight budgets and high expectations, metrics are an appropriate next step for an industry that prides itself on delivering big benefits. Defining metrics is not easy, however, and much study and further practical experience will be needed before implementing such measures becomes simple or commonplace. This article reviews the benefits of metrics, outlines some commonly used measures, and presents some practical tips and tricks. It is hoped that this article will further stimulate the current discussions on the use of metrics in the knowledge management and content management communities.

Robertson, James. Step Two (2003). Articles>Content Management>Knowledge Management

More Than Just Finding Policy Documents

Corporate policy documents have had a long and difficult history within many organisations. While much effort has been put into creating and maintaining them, they are often more ignored than followed. This briefing looks at the role of corporate policies within an organisation, and the need to better communicate their message to staff.

Robertson, James. Step Two (2004). Articles>Business Communication>Policies and Procedures

Open-Source Content Management Systems

Open-source CMS has now matured to the point where it should be considered alongside commercial products, but is not without its weaknesses and issues.

Robertson, James. Step Two (2004). Articles>Content Management>Software>Open Source

Roles Needed in an Intranet Team

A multi-disciplinary approach is needed when establishing an intranet team. Due to the diverse range of responsibilities, a large number of skills are required. This briefing outlines the major roles in an intranet team.

Robertson, James. Step Two (2003). Design>Web Design>Collaboration

So, What is a Content Management System?

A content management system (CMS) is critical to the success of almost every website and intranet, and yet many organisations are not familiar with this technology.

Robertson, James. Step Two (2003). Articles>Content Management>Single Sourcing

Sources of CMS Uncertainty

Not all aspects of a content management system (CMS) project are equally easy. While some elements can be installed 'out of the box', others have proved difficult to implement. The starting point for improving the management of CMS projects is to recognise the sources of uncertainty, and how these affect project outcomes.

Robertson, James. Step Two (2004). Design>Web Design>Content Management

Succeeding at Information Architecture in the Enterprise

This article explores some of the approaches needed to ensure that we are successful at implementing IA within organisations, with the goal being to encourage further discussion in the community about these issues.

Robertson, James. Boxes and Arrows (2006). Articles>Information Design>Workplace

Top Ten Mistakes When Selecting a CMS

Selecting a content management system (CMS) can be a complex task, and organizations often run into pitfalls with processes, politics, and understanding the CMS environment. James Robertson outlines a common-sense approach to avoiding the most common mistakes.

Robertson, James. IdealWare (2007). Articles>Content Management>Assessment

The Two Faces of Intranet Success

There are two fundamental aspects that must be satisfied if an intranet is to succeed: the intranet must meet staff needs; sufficient content and functionality must be created to meet these needs. These are the 'two faces' of the intranet, one looking towards staff and organisational needs, the other at the infrastructure and processes needed to meet it.

Robertson, James. Step Two (2003). Design>Content Management>Intranets

Understanding the CMS Marketplace

An important first step is to gain an understanding of the CMS marketplace. This briefing outlines a few of the practical ways of doing so.

Robertson, James. Step Two (2003). Articles>Content Management>Single Sourcing

Using Scenarios to Select a CMS

Scenarios are narrative descriptions or stories that concisely outline how something will work in practice. In the context of a content management system (CMS) project, scenarios are a very effective way of documenting key CMS requirements, and they complement the formal lists of functional requirements typically found in tender documents.

Robertson, James. Step Two (2007). Articles>Content Management>Assessment

The Value of Intranet Feedback

A simple intranet feedback mechanism is an effective way of keeping an intranet up-to-date, and assisting with change management and cultural change processes.

Robertson, James. Step Two (2003). Design>Web Design>Intranets

What is the Purpose of a CMS Tender?

There are a number of processes used to select and purchase a content management system (CMS). Many of these involve the creation of a tender document. Beyond this core goal, it is worth reviewing what the purpose of a CMS tender is.

Robertson, James. Step Two (2003). Articles>Content Management>Legal>Contracts

Where is the Knowledge in a Content Management System?

This column aims to answer the question: where is the knowledge in a content management system (CMS)? In doing so, light will be shed upon the long-term value of a CMS in capturing organisational knowledge, and the role a CMS has to play in a broader knowledge strategy. Interestingly, the knowledge is not in the content itself. Instead, it's in the processes and practices that surround a content management system. By recognising the importance of these supporting activities, the greatest benefits can be gained from implementing the CMS, and the goals of the broader knowledge strategy can be met.

Robertson, James. Step Two (2003). Articles>Content Management>Knowledge Management

Why Every Small Website Needs a Content Management System

While the web design house did a great job, you don't want to have to go back to them for every change.

Robertson, James. Step Two (2003). Articles>Content Management>Single Sourcing

Worlds Apart: The Difference Between Intranets and Websites

Beyond a common use of HTML, intranets and corporate websites (internet sites) are very different animals. The needs they meet, the content they contain, and the users that access them are all very distinct. These differences need to be understood by site designers, and reflected both in the design process and the final product. This article summarises some of the key differences between intranets and websites.

Robertson, James. Step Two (2003). Design>Web Design>Intranets

XML and Content Management Systems

This article explores the role of XML in the context of content management systems, focusing specifically on the business issues.

Robertson, James. Step Two (2003). Articles>Content Management>Single Sourcing>XML

Your New Site Will Be 20% Different from Current Site

Despite all of this opportunity for change, the simple rule of thumb is that the new site will be at best 20% different from the current site. There are fundamental reasons for this, which will be explored in this briefing. The implications of the rule for the design and technology aspects of the project will also be discussed.

Robertson, James. Step Two (2007). Design>Web Design