My second CM Briefing for June looks at the spending patterns during CMS implementation. To quote: There are three clear phases to the adoption of a content management system, of which the initial implementation is just the first step. The activities and spending patterns during these phases needs to be ...
Blog category: James’ articles
June 1, 2005 by James Robertson
Intranet teams: survey results and key findings
This month's KM Column article will be of great interest to anyone involved with intranets, as it provides the results of a survey into intranet teams. To quote: By definition, intranets are located within organisations, unseen by the outside world. As a result, little is generally known about corporate intranets, ...
May 2, 2005 by James Robertson
Paradox of delivering to isolated staff
My second CM Briefing for May looks at the paradox of delivering to isolated staff. To quote: Staff in geographically isolated locations are most reliant on information sources such as intranets. In practical terms, however, these staff are the hardest to reach. This is a central paradox for intranets, and ...
May 2, 2005 by James Robertson
Two types of in-bound call centres
The first of my two CM Briefings for May explores the two types of in-bound call centres. To quote: Call centres are often classified as either in-bound centres that receive calls (to provide customer service or support) or out-bound centres that make calls (as part of a sales process). Looking more ...
April 4, 2005 by James Robertson
CMS interoperability?
My KM Column article for this month explores the topic of CMS interoperability. To quote: While the goal of interoperability between content management systems (CMS) is an important one, it is limited by the lack of standards relating to content management. At present, there are a range of narrowly-focused specifications ...
March 1, 2005 by James Robertson
Creating an upwards spiral for your intranet
The second CM Briefing for March looks at how to create an upwards spiral for your intranet. To quote: Many intranets are trapped in a 'downwards spiral': process and resources issues lead to poor-quality content, which reduces trust, which leads to more problems, and so on. If intranets (and intranet teams) ...
March 1, 2005 by James Robertson
Three levels of information management
The first of my CM Briefings for March looks at the three levels of information management that exist within organisations. To quote: When developing an information management strategy within an organisation, it is useful to consider information needs on three levels: corporate team, division, business unit, etc individual The needs of each of these ...
March 1, 2005 by James Robertson
Online staff directories: survey results and key findings
My KM Column article for March explores online staff directories, presenting the results of a survey conducted last year, along with the key findings from additional research. The list of key findings: Include more than just phone numbers Provide an effective quick search Deliver a dynamic organisational chart Provide self-service capability Usability test the ...
January 31, 2005 by James Robertson
Is workflow the wrong metaphor?
The second CM Briefing for February asks the question: is workflow the wrong metaphor? To quote: While workflow is a key component of content management systems (CMS), the unspoken truth is that workflow often fails (or is only moderately successful) in most organisations. This briefing explores the reality of workflow in ...
January 31, 2005 by James Robertson
How staff look for documents
The first of February's CM Briefings explores how staff look for documents. To quote: In the earlier article Rolling out a records management system, three critical success factors were identified: the software, classification scheme and message. This briefing focuses on a specific aspect of document management, records management and ...
January 31, 2005 by James Robertson
Step-by-step: implementing online forms
My KM Column article for February (released a day early) covers implementing online forms, in the context of a corporate intranet. To quote: Online forms should be a key component of all corporate intranets, as they deliver clear productivity benefits and cost savings. Few organisations, however, have taken the next ...
December 6, 2004 by James Robertson
Who should own the intranet?
My CM Briefing for this month discusses who should own the intranet. To quote: One of the first challenges when establishing an intranet is to determine who should have overall ownership of the site, and where the intranet team should be located. While the responsibility for driving the intranet must ...
November 1, 2004 by James Robertson
How to scope an intranet release
My second CM Briefing for this month is on scoping an intranet release. To quote: The most crucial release is often the initial 'go-live' of the intranet. This must demonstrate the value of the intranet, and build sufficient interest to ensure the site develops further and grows. When developing intranet releases, ...
November 1, 2004 by James Robertson
KM for consistency & innovation
I've written the first of two CM Briefings this month, exploring KM for consistency & innovation. To quote: Much is made of the role of knowledge management (KM) in supporting innovation within organisations. This is also closely tied in with enhancing the activities of 'knowledge workers' in dynamic organisations such ...
October 5, 2004 by James Robertson
Rolling out a records management system
My KM Column for this month looks at rolling out a records management system. To quote: With the shift towards electronic records (including documents and e-mails), efforts have instead turned to rolling out an electronic records management system (RMS) across the entire organisation. The challenge then becomes ensuring that ...
September 17, 2004 by James Robertson
Trust-building for a virtual team
Peter Andrews has written an article on building trust in virtual teams. To quote: Establishing trust among members of a virtual team is a prerequisite for being able to work as a team. Coworkers can help build trusting relationships in several ways: clearly communicating the value each brings to the ...
September 6, 2004 by James Robertson
‘Knowledge sharing’ should be avoided
The second CM Briefing is on the issues with knowledge sharing as a concept. To quote: One of the goals of many knowledge management (KM) projects is to 'support and/or increase knowledge sharing'. While on the surface this is both a sensible and desirable goal, in practice it is often ...
September 6, 2004 by James Robertson
Choosing your information delivery channels
The first of the two CM Briefings this month is on choosing your information delivery channels. To quote: While the intranet is rightly positioned as the key delivery channel for information within most organisations, it must also be recognised that not all staff will be reached using solely the intranet. In ...
September 6, 2004 by James Robertson
Content reuse in practice
My KM Column article this month is on content reuse in practice. To quote: Content reuse' is often seen as one of the key benefits to be gained by implementing a content management system (CMS). It is certainly true that there are considerable advantages in being able to use a ...
August 2, 2004 by James Robertson
Establishing an intranet community of practice
My second CM Briefing for August is on establishing an intranet community of practice. To quote: Many intranet teams have struggled with the role of 'gatekeeper', setting standards and attempting to enforce them on the intranet authors and publishers. An alternative approach involves establishing a 'community of practice' that involves ...
August 2, 2004 by James Robertson
Developing a knowledge management strategy
My KM Column article for August is on developing a knowledge management strategy. To quote: To be successful, a KM strategy must do more than just outline high-level goals such as 'become a knowledge-enabled organisation'. Instead, the strategy must identify the key needs and issues within the organisation, ...
July 2, 2004 by James Robertson
Successfully deploying a content management system
My KM Column article for July is on deploying a CMS. To quote: While selecting the right content management system (CMS) is crucial for success, it is not sufficient. There is also much that needs to be done during the implementation to ensure that the initial project is successful, and ...
June 4, 2004 by James Robertson
Self-sufficiency in a CMS
My second CM Briefing looks at self-sufficiency in a CMS. To quote: While it is important to identify key functional requirements when selecting a content management system (CMS), some of the most important issues relate to how the CMS works, rather that what it does. In particular, the issue of ...
June 4, 2004 by James Robertson
Have we seen the perfect intranet?
The first of my two CM Briefings answers the question: have we seen the perfect intranet? To quote: We have been lucky enough to see quite a few intranets across a diverse range of intranets, in both the public and private sectors. Knowing this, we are often asked the question: so ...
May 27, 2004 by James Robertson
Better Practice Checklists
AGIMO (formerly known as NOIE) have released their updated set of Better Practice Checklists, covering a wide range of issues surrounding online content. While these are designed to give guidance to Australian government agencies, they are equally useful for other organisations (both public and private sector). We were very pleased ...
May 6, 2004 by James Robertson
Intranets and knowledge sharing
My KM Column article for this month is on intranets and knowledge sharing. To quote: Much has been made of the emphasis on people and process in knowledge management. While it is certainly true that knowledge management is not a technology issue, effort must still be spent in providing a ...
April 2, 2004 by James Robertson
Using narrative in a CMS tender
The second CM Briefing covers the use of narrative in a CMS tender. To quote: Tender documents typically consist of long lists of 'functional' requirements to be responded to by the CMS vendor. Experience has shown, however, that these are a very poor way in which to convey real needs, and ...
April 2, 2004 by James Robertson
After the CMS implementation project
The first of the two CM Briefings looks at what needs to occur after the CMS implementation project. To quote: Much effort is focused, on the selection and subsequent implementation of a content management system (CMS). While it is obviously vital to ensure that the initial implementation project is successful, this ...
April 2, 2004 by James Robertson
Intranets when organisations merge
Our KM Column article for this month looks at what to do with existing intranets when organisations merge. This was brainstormed at a recent Intranet Peers in Government workshop, and the results may surprise. To quote: Tackling the corporate intranet when multiple organisations merge is one of the most ...
March 3, 2004 by James Robertson
Intranet search reports
The second CM Briefing explores two key search reports that should be implemented. To quote: A range of statistics are typically gathered on intranet usage, but of these, search engine reports are by far the most useful. This briefing explores two key search engine reports that should be implemented on all ...
March 3, 2004 by James Robertson
More than just finding policy documents
The first of the two CM Briefings for this month looks at the issue of policy documents. To quote: 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. Policies ...
February 6, 2004 by James Robertson
Definition of information management terms
The second CM Briefing presents definitions of information management terms. To quote: There is considerable confusion in the marketplace regarding the definition of various information management terms. The scope and role of specific information systems is particularly blurry, in part caused by the lack of consensus between vendors. With the aim ...
February 6, 2004 by James Robertson
Intranet teams: a leadership and coaching role
The first of two CM Briefings explores how intranet teams should considering taking on a leadership and coaching role. To quote: This 'big stick' approach hasn't worked in most cases. Instead, the intranet team often becomes viewed as a gatekeeper or bottleneck that does little more than say 'no' to ...
February 6, 2004 by James Robertson
Open-source content management systems
My KM Column article for February looks at open-source content management systems. To quote: Open-source CMSs have now matured to the point where they should be considered side-by-side with commercial alternatives. This is not a reflection of 'open-source zeal', rather a recognition that there exist sensible business alternatives to commercial ...
January 13, 2004 by James Robertson
Choosing an intranet project sponsor
The second January CM Briefing discusses choosing an intranet project sponsor. To quote: Lack of project sponsorship is one of the greatest causes of IT project failure. For an organisation-wide platform such as an intranet, the need is even greater.
January 13, 2004 by James Robertson
Sources of CMS uncertainty
The first of my CM Briefings for January looks at sources of CMS uncertainty. To quote: In the context of limited budgets and timetables, organisations must identify the most uncertain aspects of a CMS project, and concentrate management efforts on them.
January 10, 2004 by James Robertson
New weblog category: James’ articles
I've just created a new weblog category: James' articles, grouping together all the articles I've written over the last year or so. Note that this listing only goes back to the start of the Column Two weblog. Browse the full list to see all the articles published by ...
December 2, 2003 by James Robertson
Dynamic or batch publishing?
My KM Column for this month looks at the differences between dynamic and batching publishing in a CMS. To quote:There are two main publishing models used by content management systems: dynamic and batch publishing, and each has its strengths and weaknesses. It is important to understand the issues around ...
December 2, 2003 by James Robertson
The difference between usable and useful
I've just released my latest CM Briefing on the difference between usable and useful. To quote: CM Briefing 2003-21: A redesigned site can be easy and quick to use, and perfectly structured, and still be useless. For a site to be useful, it must meet user needs, and there are ...
November 3, 2003 by James Robertson
Choosing the right CMS authoring tools
My KM Column article for this month is on choosing the right CMS authoring tools. To quote: November KM Column: There is no single best authoring environment provided by a content management system. Instead, the authoring tools must be matched to the job at hand to ensure they are easy ...
October 10, 2003 by James Robertson
The importance of staff induction
My latest CM Briefing is on the importance of staff induction, from both a business and knowledge management perspective. To quote: CM Briefing 2003-20: Staff induction is vital in getting staff up to speed, and ensuring they are productive. Yet most organisations have inadequate or ad-hoc processes in place.
September 4, 2003 by James Robertson
Drawing clear lines between information systems
The final CM Briefing for the month discussed drawing clear lines between information systems. To quote: CM Briefing 2003-19: In many organisations, the intranet competes with e-mail, file shares, document management and records management. What is needed is a clear policy about what these systems are for.
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September 4, 2003 by James Robertson
Understanding the CMS marketplace
The second CM Briefing this month looks at understanding the CMS marketplace. To quote: CM Briefing 2003-18: 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.
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August 6, 2003 by James Robertson
Beyond “Efficient dissemination of timely information”
The first of my two smaller CM Briefings for this month is on intranet goals. To quote: The intranet goal "to efficiently disseminate accurate information" is meaningless, and must be replaced. This article explores the reasons why.
August 6, 2003 by James Robertson
Knowledge management for front-line staff
I've just published my latest KM Column article on knowledge management for front-line staff. To quote: The front-line environment is unique within an organisation, and must be understood when implementing knowledge management initiatives. Feedback is always appreciated.
July 2, 2003 by James Robertson
Selecting staff for stakeholder interviews
This CM Briefing follows up on the earlier article on stakeholder interviews, to discuss how to select staff for stakeholder interviews. To quote: CM Briefing 2003-14: This briefing focuses on who to select for stakeholder interviews. It provides some general guidelines, and lists some areas of the organisation to ...
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July 2, 2003 by James Robertson
XML and content management systems
I've released my latest KM Column article, this one exploring a very hot topic at the moment: XML and content management systems. To quote: July KM Column: This article explores the role of XML in the context of content management systems, focusing specifically on the business issues. Feedback appreciated...
June 4, 2003 by James Robertson
KM Column: So, what is a content management system?
I've just released my latest monthly KM Column article, as follows: So, what is a CMS? Gives a practical introduction to content management systems, and how they can benefit an organisation. As ever, feedback is much appreciated.
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May 5, 2003 by James Robertson
KM Column: Where is the knowledge in a CMS?
I've just released my latest KM Column article: Where is the knowledge in a CMS?In answering this question, light will be shed on the long-term value of a CMS in capturing organisational knowledge, and its role in a broader KM strategy. Feedback is always appreciated...
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April 9, 2003 by James Robertson
CM Briefings: Two faces of intranet success + Consumer survey
The two latest CM Briefings have just been released: The two faces of intranet successCM Briefing 2003-09: A successful intranet addresses two fundamental aspects: staff needs are met, and the content creation process is supported. A consumer survey of CMS vendor websitesCM Briefing 2003-08: The results of a survey into ...
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March 19, 2003 by James Robertson
CM Briefings: Unique challenges / Intranet self-evaluation
I've just released my latest two CM Briefings articles. As usual, if you have any particular topics you'd like covered, or questions answered, just send me an e-mail. A content management project presents unique challengesThe unique challenges facing a CMS project must be recognised and addressed if the project ...
February 3, 2003 by James Robertson
KM Column: Metrics for knowledge management & content management
My latest KM Column article has just been uploaded to the website: Metrics for knowledge management and content management Metrics are an effective way of setting project targets, assessing success, and tracking ongoing health. This article summarises a range of practical KM and CM-related metrics. Feedback or comments are always welcome...
January 15, 2003 by James Robertson
Three new Content Management Briefings
Instead of my usual KM Column, I've started off our my CM Briefings series with a bang. Not one, but three small papers on a range of content management issues: Looking towards the future of content managementA look forward to the future direction of the CMS marketplace. Putting metadata ...
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December 2, 2002 by James Robertson
Public-sector intranets: a small sampling
I've just published my latest KM Column article titled Public-sector intranets: a small sampling. This presents the results of a survey of the twenty participants at the recent Intranet Peers in Government forum that I ran. There's some really interesting stats in here. Intranet topics covered: Authoring tools used Authoring models Intranet age Intranet ...
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November 1, 2002 by James Robertson
Case study: Re-focusing the Hunter Health intranet
Yet again, it is time to publish the next article in my regular KM Column series: Case study: Re-focusing the Hunter Health intranetReview of the Hunter Health intranet, which generated a wealth of strategic and tactical recommendations. Related articles: Sixteen steps to a renewed corporate intranetOutlines a disciplined approach to re-invigorating ...
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October 1, 2002 by James Robertson
Keeping your intranet healthy and effective
A month goes by so quickly, and already it is time to publish the next article in my regular KM Column series: Keeping your intranet healthy and effectiveThe real challenge is to maintain the quality, consistency and value of an intranet, well into the future. This article shows you how. Related ...
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September 2, 2002 by James Robertson
Sixteen steps to a renewed corporate intranet
I've just published the latest article in my regular KM Column series: Sixteen steps to a renewed corporate intranet Outlines a disciplined approach to re-invigorating a corporate intranet, making it deliver real business benefits. Related articles: How to revive a zombie content management system Without care and attention, a CMS can slide into ...
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August 5, 2002 by James Robertson
What are the goals of a CMS?
I've just published the latest article in my regular KM Column series: What are the goals of a CMS? Content management systems should be made to meet specific business goals. Without a clear vision of these goals, it is impossible to track the success of the project, or ensure that the benefits are maximised. Related ...
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July 1, 2002 by James Robertson
Benefits of a KM framework
I've just published a new article, as part of my regular monthly KM Column: Benefits of a KM framework There are considerable benefits to be obtained from the various knowledge management frameworks, for both the KM community and businesses. Don't forget, you can sign up to our announce-list, to be ...
