One social intranet is an amazing starting point for the working day. And customer portals are beautiful websites where tenants arrange all their affairs. At the same time, these are platforms where content must always be relevant, always with the latest news and information in the knowledgebase. Communication is (too) busy, so it is important to manage content as smartly and quickly as possible. But how do you do that? We'll give you 5 tips!
Tip 1: Automatically adjust content with Smartlabels
Work Smarter > Work Harder. Create a Smartlabel for you, a department name, or your opening hours. If they ever change, just change the Smartlabel, and the information is automatically updated wherever it is. By automating, you ensure faster management and monitor the quality of your content.
Tip 2: Organize and analyze your content planning
Think carefully about how often you share content with your colleagues and customers. You don't want to overwhelm your target group with too much information: chances are they'll miss important updates. At the same time, you do want to take them into the ins and outs of your organization. The perfect frequency does not exist and varies by organization. Try to find a balance here. Analyze reading behavior from users and make adjustments where necessary.
Even before the year starts, you can already fill out a large part of your content calendar. For example, add hook-in moments. For example, use the “Emergency Response Day” to pay attention to the emergency response staff in your organization. Also mark important events and milestones, such as the completion of a project or event. By including these in your content calendar in advance, you ensure that relevant information is shared at the right time and saves a lot of ad-hoc work. At the end of the year, review what kind of messages did or did not work, by making smart use of PowerBI Analytics. Follow these four steps to better understand how to use your portals.
Tip 3: Smart CMS: Revision data, (de) publication data, templates, workflows and more
The content planning described earlier is only feasible if you have a bit of a smart CMS. A CMS where you can already write news stories and knowledge base pages in a quieter period, and then automatically publish (or depublish) them later. Editors — or the content owner — can also receive a reminder to review the content after a set time: is this still true? Or does an adjustment need to be made? By automating, you ensure faster management and monitor the quality of your content.
Tip 4: Involve the organization with decentralized management
Communication is (too) busy, so it is important to manage content as smartly and quickly as possible. Smart functionality is useful, but help from the rest of the organization is also crucial. Involve knowledge holders and manage your knowledge bases decentrally. Involve HR or ICT, for example, and let them manage knowledge bases and theme pages (in concept) themselves. This ensures a higher quality of content (after all, the knowledge holders write it down themselves!) and ensures speed by not unnecessarily increasing the pressure when communicating.
Again, a smart CMS is crucial here: use templates and templates to maintain a uniform style and structure. Add an internal style guide so everyone uses the same tone of voice. And do you want decentralized input but still maintain control? Use the extended rights and roles in the CMS to ensure that employees have the appropriate permissions. For example, employee X can only prepare news reports but not publish them. Or, HR can only modify their own knowledge base, but not that of IT.
Tip 5: Use one central CMS
Many solutions use open source CMS solutions such as Umbraco or Drupal. Handy, because then you don't have to build it yourself as a supplier. Embrace followed this route for years, so we know that there is also a caveat to this advantage:
- Unsafe and awkward: you actually have two portals: a front end (website/social intranet) and a separate CMS. Both with their own login. Even with SSO, this is of course not optimal!
- Too generic: because you have to follow the direction and strategy of the open source solution, you can only further develop in generic directions. As a supplier, you therefore quickly run into the cutting edge of the technical (im) possibilities.
- Little integration: this ensures little integration between the platforms. You notice this in small things that will be frustrating for editors in the long run (such as notifications).
Because we want to serve our customers even better, we chose to use our own CMS to develop: Embrace Knowledge. Knowledge is fully linked to the rest of our software: no more logging into an external CMS portal! So safe.
In addition, the deep integration provides a number of smart functionalities: for example, employees with dual roles - such as end users and editors - receive a notification about a knowledge base page, simply in the same notification center where they would receive a message from a colleague. This way, editors are always up to date!
Or can organizations that use multiple Embrace products, for example both a social intranet as a customer portal, manage their knowledge bases and content from one source (Knowledge). You can then have parts of it reflected on the various portals: for internal employees on the intranet as well as customers and tenants on the extranet. That's smart and fast management!
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