Creating Great Client Experiences

nostrilshumorousInternet και Εφαρμογές Web

18 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

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Copyright © President & Fellows of Harvard College

Creating Great Client Experiences

with SharePoint 2010

for Web Content Management

Fostering Cross
-
Team Knowledge Sharing

Rebecca Dornin

Web Technologist, HBS ITG


Mary Fowkes

Senior Project Manager, HBS ITG


Anne E. Holden

HBS EE Web Marketing Manager


June 23, 2011

Agenda


What is SharePoint?


Deep dive on the project with Executive Education


Program Management


Training and Outreach


Collaboration


From the Customer’s Perspective


Lessons Learned


Q & A


2

What is Microsoft SharePoint?

An out of the box web publishing and
collaboration platform


Common uses include intranet sites, extranet
sites, document management, and internet sites
such as HBS Executive Education (EE)


Industry leading collaboration portal in the
enterprise space


Offers page
-
editing, file
-
storing and custom
design ('branding') capabilities


A SharePoint site is a collection of pages,
lists
,
and libraries configured for the purpose of
achieving an express goal


3

Key goals and benefits of WCM


Great user experience


Establish and promote web standards


common header, footer, navigation,
global CSS


Establish reusable templates that support HBS look and feel


Content reuse within and across sites (news, feeds, faculty interests)


Search Engine Optimization (SEO)


Establish shared content types and metadata taxonomies


Site personalization


Platform flexibility and scalability


Content versioning and workflows


4

Decision to Implement a Web

Content
Management (WCM) System

Why SharePoint?

A Focus on Web Content Management


Access to a large community user base


SharePoint
dynamic pages with content that is editable by MS Office like
ribbon controls


Lists and Libraries of many types


Announcement Lists, Blogs, Contacts, Discussion Boards, Document Libraries,
Pages, Surveys Tasks


Ability to copy, create, delete, or rename lists and libraries, pages, and sites


Manage user permissions and view document/page version
histories


Evolve with industry. Take
advantage of
technical innovations

(mobile, foreign language support, targeted content)


Utilize consistent visual design framework across sites

5

About the Exec Ed SharePoint 2010 Project

Upgrading and Redesigning a Site on SharePoint

6

What is the HBS Exec Ed Web Site?

www.exed.hbs.edu


Marketing web
site with thousands of
pages of unique
content


Over a thousand video and article assets
that must be shared dynamically across
sub sites


More than 80 programs, with dates,
fees, and application info


Forward
facing public
site targeted at the
world’s top executives


Fortune
200 companies looking at this
site

7

Key Considerations of the Project


Technical


Software upgrade needed to support
new functionality


New hardware needed to support
software upgrade


Finding ways to improve EE’s
workflow


Working with the system out of the
box capabilities





Customer Engagement


Ease the learning curve for the
customer with new technology


Understanding how to map the
requirements of the customer to the
feature set of SP2010


Content integrity


Open communication channels

8

Project Management

Identified success factors for

HBS
, ITG, and Executive Education


Early decision was made to use a two pronged
approach
to achieve long term success


Project 1

SharePoint 2010 with EE Site Upgrade


Upgraded SharePoint WCM from 2007 to 2010


Built robust infrastructure, all new hardware

(intDEV, STAGE, PROD, DR)


Upgraded EXISTING Executive Education site


Seized opportunity for training ITG
and
EE on SP2010

9

Project Management


Project 2
-
Executive Education Site Redesign


Focus was exclusively on Executive Education’s
goals


Training and knowledge
t
ransfer were deliverables
on project plan


Agile project methodology


Milestones were agreed to collaboratively


Approach for solutions were signed off on prior to
coding


Executive Education tested and approved deliverables
throughout project lifecycle


10

Customer Engagement


Conducted three 8 hour on site training sessions for EE marketing


Met bi
-
weekly in person to determine training needs and ways to improve
workflow


Based training off information gathered in meetings, tailored trainings to the
customer’s workflow


Worked with SharePoint out of the box enabled rapid prototyping of workflow
changes


Created Transparency: Kept customer knowledgeable and heavily involved in
the requirements gathering process


Used Agile approach by
l
istening and adapting to the customer as the project
progressed, ability to adjust as needed


11

SharePoint Out of the Box Functionality

12

Executive Education Admin Tools

13

Edit A Program

14

Edit Sessions

15

Document Library

16

Pending Edits Screen

17

FAQ List


Storing Questions and Answers

18

Customer

Perspective

Ownership between both ITG and EE


Inclusive Team Dynamic


Willingness to let down defenses to build good chemistry


Daily stand
-
ups and weekly meetings supported real
-
time communication
facilitated the smooth project flow


Coding Best Practice Documentation


Established standard of excellence for all developers on the team


Provided the customer with a high
-
level of confidence for the deliverables


Transparency


Challenges elevated to the team
-
level, not left for discussion within only the
impacted group


Alternative ideas for processes and resolutions solicited and discussed with merit

19

Customer Perspective

The EE Marketing Approach


Project Schedule


Persistent close monitoring with a keen eye on dependencies


Limited deliverables slippage and avoided surprises


Shared Learning


Reciprocal learning between departments: EE process and ITG application
knowledge


Collaboration to identify training scenarios provided solid foundation to write
training documentation


Local desk
-
top training sessions allowed comfort level to EE and process insight
for ITG

20

Lessons Learned


Regular communication both internally and externally created opportunities
for agile decision making


Upgrading to SP2010 prior to the site redesign gave customer a chance to
ease into the new user interface enhancements


A deep understanding of the customer’s needs allowed the team to use the
SharePoint out of the box functionality to meet goals without the use of
custom code


Face to face meetings proved to be extremely effective, particularly when
arriving at solutions


Recognizing that when content and code are involved quality is always a key
driver for success





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