# Presentation: 430447

## Goals of Intranet Content Management 

**Jennie L. Negin**
**Sandia National Laboratories**
**jlnegin@sandia.gov**
**December 3, 1997**
**    ****Sandia is a multiprogram  laboratory operated by Sandia Corporation, a Lockheed Martin Company, for the United States Department of Energy under contract DE-AC04-94AL85000.**

## Sandia National Laboratories

** ****Multiple choice:**
** ****a)   ****	****is in Albuquerque, New Mexico**
** ****b)   ****	****is related to “watermelons”**
** ****c)   ****	****is a place where the security of the USA ****	****is foremost**
** ****d)  ****	****applied their parachute design to today’s ****	****airbag**
** ****e)****	****is in the Lockheed Martin family****	**

## The goal of Intranet Content Management is

**Akin to managing your organization**
**Watch the bottom line**
**Enhance productivity**
**Use the best of top down and bottom up**

## Bottom Up

**The engineers in the line had the idea in the first place**
**Grass roots group of Information Providers **
**Have moved from tactic to strategic**
**Built a lasting alliance with corporate communications**
**Anyone can publish**
**Anyone can have a Web server**
**Developed a lasting home page model**
**“****Pull” ****	**

## A peek at our Web stats

**325,000 URLs**
**21% are HTML**
**16% are GIF, JPEG**
**28% are DOC, PPT, etc.**
** ****1% are PDF**
**790,000 links -- each URL is linked to ~2.5 times**
**260 HTTP servers **
**17,000 URLs with a responsible person**
**700 identifiable authors**
**16,000,000 hits in October ‘97**

## Sandia’s Home Page

## A Second Level Page

## Top Down

**Strategy/Policy**
**Information Utility**
**Customers pay for additional services ****	**
**“****Push”**

## Top DownStrategy/Policy

**The web is the strategy for accessing corporate information**
**The web is our official source for corporate policies**
**pages are “watermarked” -- official version is not on paper**
**The internal web complements changing management style**
**openness**
**less hierarchy**
**empowerment **
**democratizes the organization**

## Top DownStrategy/Policy

**Our success is tied to the Corporate goals & objectives.**
**“****Emphasize user-friendly interface development”  appears on our VP’s Performance Management Plan.**

## Top Down Information Utility -- Web Ops

**Corporate supported infrastructure -- web servers & leased desktops**
**Corporate supported browser  (Netscape)**
**Customized version of Netscape browser, helper apps, options **
**Used to test Web applications and pages**
**Corporate security**
**firewalls, single password, group management**
**Web Ops manages the Intranet information**
**“****just enough” information management**
**Web Tips & Tricks and other tools**

## Top Down Customers Pay for Additional Services

**WebCo**
**An internal cost recovery**
**“****I author it if you can’t/wont/don’t” **
**“****I solicit information that is not there”****	****	**
**Training**
**Assume the Web as SOP for publishing **
**“****I teach you if you don’t know how”**
**Extranets**
**Departmental servers**

## Top Down Push

**No “hard” push**
**concern for effective use of staff time**
**sensitive to use of government property**
**Follows what we did in paper**
**Management approves all employee bulletins  therefore management approves teasers on homepage**

## Web Ops - meet in the middle

**Strike a happy balance of bottom-up and top-down **
**Concerned with technology and information**
**Concerned about the web and its effect on employee productivity **
**	****productivity = efficiency +effectiveness**
**Really the ones responsible for content management**
**Because an Intranet must be predictable**
**Efficiency and effectiveness issues**
**People are an important part of content management**

## Efficiency Issues

**Minimize the burden of both paper and Web**** **
**Apply just enough standards & CL&F **
**Balance pull Vs push **
**Provide Training for users and providers **
**Provide publishing services for those who don’t want to become Web experts **
**Make it easy for those who want to publish on the Web**

## EfficiencyMinimize the burden of both paper and Web

**There will be duplication at first **
**Develop styles, templates & conversion tools **
**Strive for single source publishing **
**Make sure the Web adds features**
**Current + recent history **
**Bounded searches **
**Hyperlinks to other documents **
**“****Paperless at first touch”**

## Efficiency  Apply just enough standards & CL&F Web Design Guidelines

**1. Title - clear to even “accidental” visitors**
**2. Signature/Contact - enabled, email address**
**3. Date stamp - date of last update minimal**
**4. Links - all links should be active, even if to             construction**
**5. Alert to unexpected properties -- launching a   helper app, large file**
**6. Text size - avoid fonts smaller than 10 point in text and graphics**
**7. Labeling - clear & concise **

## Efficiency Web Design Guidelines Cont.

**8. Platform consistency - Mac, PC, UNIX unless limited to small user set **
**9. Clutter - pages be balanced - use breaks, lines, bars carefully**
**10. Page size -- viewable in 2-3 screens (14”) unless .....**
**11. Information Layout - information useful to most people first**
**12. Backgrounds - be careful not to degrade readability**
**13. Graphics - readable, 500x272 pixels, 256  colors, standard color palette**

## Efficiency Balance Push Vs Pull

**Home grown subscription service**
**Can sign up on the Web or populate from a list**
**Uses email to send a reminder**
**Add attention-getting “teasers” to the home page **
**Limited animation -- 5 cycles**
**Linked page must be “usable” **
**Short-lived special events - Info Day, Savings Bond Campaign**
**Corporate initiatives -- new HR system**

## Efficiency Provide Training for Users and Providers

**Course materials are on our Intranet**
**Browser -- 4 hours, focus is on navigating Sandia Webs**
**Students often have minimal skills at PC **
**Authoring -- 12 hours -- basics plus**
**Standards -- Sandia requirements and CL&F **
**Use of tools -- HotDog & AOL Press**
**Web publishing -- FTP, how to move to server**
**Vendor supplied**
**Advanced Authoring & Programming**
**Forms, frames, CGI, Perl, Image maps **
**Java & JavaScript**

**Efficiency**** ****Provide Training for Users and Providers**

## Efficiency Provide publishing services

**WebCo -- my internal business **
**Provide services for “buyers”**
**Provide a one-stop shop for users, providers**
**Remember the user doesn’t distinguish between HTML, Java & JavaScript, doesn’t care what it takes to make an image map **
**Authoring, Converting, Scanning & Image/image map generation, Graphics, Forms, Programming**
**Remember the Word Processing Centers!**

## Efficiency Make it easy for those who want to                            publish on the Web

**Classes **
**Help desk **
**Information Providers Working Group **
**Provide a tool kit**
**Appropriate Use & Publishing Policy **
**Standards & CL&F guidelines **
**Converters - Word/Excel to HTML **
**Templates & Icons**
**Authoring tools - HotDog, Internet Assistant **
**Programmer Tools - counter, local searches **
**Syntax checkers, link checkers **
**How to submit**

## Effectiveness Issues

**Understand and account for different user styles **
**Add value **
**Hyperthink **
**Recruit the right information **
**Enhance the look**
**Pick the right partners **
**Stay agile**

## Hierarchical Vs Holistic 

**Hierarchical Vs Holistic**** **
**Hierarchical -- Work from a drill down scheme**
**Holistic -- Work from a big picture, use Search and Index**
**Both need attention at all navigation levels **
**Our home page supports both as do our next levels**

## Effectiveness Add value

**Give them more than paper**
**Corporate & bounded searches **
**Easy access -- bookmark or “two clicks away” **
**Recent history -- last six months of newsletters, bulletins, minutes of meetings**
**Rethink “Paperless” - the first time you see      information it’s on the Intranet, but can be      printed if needed **
**You might consider two versions of a document -- one to be printed in total, one with information chunks**** **

## Effectiveness Hyperthink

**Rethink the way information is presented in the Web environment**
**Information -- chunk it! keep it simple! keep it the “right size!”**
**Audience -- think about users’ needs**
**“****Why are they come to this page?” “Will they come back?”**
**Get the users attention**
**Include “action” within the prime real estate and a reason to return **
**Integrate -- text, forms, on-line help, access to     data**

## Effectiveness Recruit the right information

**Use focus groups**
**What information, How important, How often**** **
**Job-based; Secretaries had most clarity**
**Used results to recruit providers**
**Form an Information Providers group  **
**Provide styles, templates for conversion of     existing documents, tools such as Transit **
**Procure site licenses**
**Consider Information Profitability**
**Link from as many places as makes sense --    services, manuals, organizations**
**Remember, a web is not a hierarchy**

## Effectiveness Enhance the Look

**Keep the look fresh, information timely **
**Teasers**
**SNL Favorites**
**Look at usage statistics, but with a grain of salt**
**NewsCenter -- Daily News, Weekly Bulletin**
**Phone Book**
**Time Card**
**Use results of web-based surveys **
**Use the “within two clicks” rule for frequently      accessed pages **

## Effectiveness Pick the Right Partners

**Human factors and graphic artists**
**Information Providers**
**Library**
**Corporate Training & Development**
**Electronic Learning Interest Group**
**Sandia Business School **
**Test bed**
**Computing operations**

## Effectiveness Stay Agile

**“****Lite” Systems Design Life Cycle for applications**
**Test bed that checks out all three desktops **
**Keep up with technology **
**Be ready to throw away **
**Develop processes to roll out the new**

## Next Steps

**Go to Netscape 4.0**
**Enhance index & search**
**Select a Document  Management tool**
**Productionize Extranets**