PROJECTS / CASE STUDIES

Case Study 1: CMS Business Processes and Taxonomy

Client  

Fortune 100 Software Company

Situation

Immediately after the company had launched a Web site using a new Content Management System (CMS), the lack of formalized business processes to support its ongoing usage by content providers became problematic. Rules and guidelines for CMS usage were nonexistent, and initial users reported the system to be baffling. The consultant was thus hired to 1) study, recommend, and document standardized business processes for content creation and CMS submission and 2) recommend improvements to the CMS user interface and workflow implementation. Additionally, the consultant was asked to explore, recommend, and document CMS usage for international subsidiaries, as well as to begin CMS project planning for additional media outputs.

Project Approach

A CMS Content Task Force was created to review content production/submission confusions, understand problems, and recommend standard user practices and workflow. The taxonomy used for content check-in was analyzed to determine its effectiveness for meeting both current and future CMS publishing needs; a Taxonomy Task Force was organized for adopting recommendations and constructing a formal change management process. User feedback was solicited regarding the CMS check-in screen and overall interface. Educational communications were prepared for domestic and international distribution to build clarity about content management in general and about the installed system in particular. Requirements were gathered from departments waiting to use the CMS for production of non-Web (CD) media products..

Results and Deliverables*

• Based on task force input/discussion and testing, end-user standards were established and guidelines formally documented. See -> Preparing Documents for CMS Submission ( 239 kb); CMS Document Check-In ( 492 kb), Editorial Guidelines ( 90 kb). Additional deliverables included a CMS Quick Start Guide, workfow diagrams, and guidelines for content subscription and content search/update.
• Redesigned sections of the CMS interface and added extensive Help screens to aid users. Greatly simplified the Web content check-in process by removing irrelevant taxonomy elements.
• Updated Taxonomy elements and values that had been prepared prior to the Web launch. Formalized a Change Management Process for keeping the Taxonomy current and consistent. See -> Master CMS Metadata Documentation ( 177 kb) and MetaData Change Management Process Documentation ( 103 kb).
  
• Created internal mailing list, Q&As, and documentation for international subsidiary usage of the CMS. See -> Subsidiary Guidelines for Content ( 282 kb).
• Created a year-long project plan for using the CMS to produce CDs for distribution internationally.

* Deliverables have been "cleansed" of identifying information to retain anonymity of client.