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Portals, Knowledge Management and Performance Support: Achieving Significant Outcomes. Gloria Gery Gery Associates Tolland, Massachusetts [email protected] (413) 258-4693. Portals are HOT!. Huge development activity occurring Quick way to organize resources

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portals knowledge management and performance support achieving significant outcomes

Portals, Knowledge Management and Performance Support:Achieving Significant Outcomes

Gloria Gery

Gery Associates

Tolland, Massachusetts

[email protected]

(413) 258-4693

portals are hot
Portals are HOT!
  • Huge development activity occurring
  • Quick way to organize resources
  • Trial and error design by everyone
  • Not always designed to specific goals
  • Needs and organizing and goal framework to achieve highest level outcomes
    • knowledge management
    • performance support
website vs portal
Website vs. Portal?
  • Websites: delivery environment
  • Portal: goal and user focused
  • eBusiness: include transactions
  • Integrated, single point of access to
    • knowledge
    • data
    • tools
    • communications
    • task support
  • Not a software application per se, but can provide access to applications
  • A form of performance support
portals types and focus
Portals: Types and Focus
  • Organization (Company, Department, Unit)
    • Mission, Org. Charts, Contacts, News, Programs, Products,etc.
  • Role (e.g. Manager Resource Center, Employee, Instructional Designers Center, Sales Reps, Physician)
    • Tools, Content, Resources, Data, News, Related Sites, Communications
  • Functional or Content ( Learning Center, Travel, Health, Financial)
    • Tools, Data, Content News, Related Sites, Communications
portals types and focus continued
Portals: Types and Focus (continued)
  • Task Performance (Find and Purchase Product, Find a Job, Home Maintenance)
    • Tools, Data, Content, Deliverable Creation, Communications
  • Data (Accounts, Transactions, Orders, Inventory
typical goals and design
Typical Goals and Design
  • Combined types
  • Often nested
  • Goals sometimes confused

Need to be explicit in advance!

    • Collection
    • Classification
    • Filtration
    • Integration
collection aggregation
Collection & Aggregation

Gathering of resources and putting them "in one place" to access.

  • Reduce search and navigation complexity
  • Assure complete resources: users don’t have to know what to look for

Grouping content, resources, tools, applications into meaningful categories.

  • easier identification and retrieval
  • create organization frameworks for users
improved representation
Improved Representation

Improvements in the way content is presented

  • to increase clarity and meaning to users
    • language
    • form
    • media
    • metaphor
    • visualization

Mapping goals, tasks, processes, content, data, tools and tasks to profiled user groups and individuals

  • filtered resources appropriate to identified user attributes
  • filters defined by organization, user or both
    • role, organization, location, job grade, security, etc.
integration within a site
Integration Within a Site
  • Bringing resources together to
    • minimize expertise/knowledge requirements
    • navigation
    • synthesis

Example: mapping knowledge to process or task so users can access filtered content while doing a given task. Integration combined with increasing task or process focus is among the most powerful results to achieve.

integration among and between portals
Integration Among and Between Portals
  • Integrate across portals
    • content
    • multi-step, cross-functional tasks
    • design
      • controls, navigation, language, graphics, layout, interaction methods, functionality (e.g. search, index)
transformation we must reconceptualize
Transformation… We Must Reconceptualize
  • Reconceiving design approach to
    • focus on goals, tasks and user requirements rather than creator point of view
    • aid in achievement as well as information access
  • Within a project prior to release
    • goal
    • iteration
  • Over time through versioning
  • Create consistent, explicit, integrated extensible portals
    • Establish momentum
    • Balance structure and freedom
    • Immediate use with little/no learning required
    • Simple navigation to related resources
    • Reusable content, tools, code, etc.
    • Provide process support
    • Rapid development
    • Simple maintenance: content, systems, operations, relationships
    • Focus on what users need -- not gratuitous elements
    • Meeting present and future organizational needs
    • Meet the needs of multiple users: duality of needs
    • Developing and maintaining a community of practice to achieve integration: achieve blending
  • Defined, agreed upon architecture components
    • navigation
    • structure
    • interface controls and interaction methods
    • components (e.g. search, index)
    • language/terminology around generic components
    • graphical design: layout, color options
    • site behavior
    • profiling mechanisms and filtering sites/data
    • powerful living resources documents/tools for internal & external contracting: requirements for reuse (e.g. SOW’s, technical, standards, Section 508, controls, sources, tools) and method for understanding (e.g. web developers portal); evaluation metrics, content mgt. System requirements (technical)
    • IT architecture
    • Printer friendly view
requirements continued
Requirements (continued)
  • Agreed upon relationships among and between sites and what’s on them
  • Responsibility definition
  • Collaboration among organizations
    • Responsibilities - Control Points
  • Process and security requirements: profiling. registration, etc.
  • Method: style sheets, documentation
  • Communications mechanisms: what exists, plans, etc.
  • Accessibility: Section 508 compliance:
  • Branding
  • Content Guidelines (e.g. Professionalism, Appropriateness, Writing Style
resource types and standards
Resource Types and Standards
  • Types of Content/knowledge: e.g. policy, procedures, program info, product)
  • Data: individual and group e.g. Training History, Transactions
  • Performance Support Tools (task support) e.g. Calculators, Task Completion Wizards, Transaction Mechanisms)
  • Software applications: e.g. (PeopleSoft, Modeling tools)
  • Collaboration mechanisms: e.g. Message Boards, Instant Messaging
  • Engines and data bases:
  • Etc. TBD….
site structure navigation and relationship maps
Site Structure, Navigation and Relationship Maps
  • What’s on a given site/ organization
  • Relationship of among and between sites
    • access methods
    • reuse of components

e.g. Learning Center accessible from Employee Resource; Index, Search, Code for populating pull-downs; )

  • Profiling criteria to filter views
  • Etc. TBD
  • Gaining agreement
  • Phased implementation approach
    • New design
    • Integrating with existing sites
    • Reengineering existing sites to new standards
    • Modeling and documenting site structure and content
    • Defining maintenance methods and responsibility

Personal Financial Portal

  • Data (only filtered component)
  • News
  • Tasks
  • Products
  • Interesting implementation of menus within tabbed folder

Personal Financial Portal

  • Planning Context
  • Events focus
  • Task Focus (plan, analyze, allocate, develop strategy
  • Integrated content resources

Personal Financial Portal:

  • Research Context
  • News
  • Data

Data Portal: Airline Mileage

  • Filtered data
    • multiple views
    • click to underlying transactions
  • Tasks (Mining Mileage
  • Product/Program Content

Data Portal: Airline Mileage

  • Data by airline program
  • Click on airline name for underlying detail leading to mileage and how many miles to next award level

Content Focus

  • Content
  • Search
  • Personal Data
  • Tools
  • News
  • Communications
  • Events
  • Product (pharmacy)

Content Focus

  • Content
  • Search
  • Personal Data
  • Tools
  • News
  • Communications
  • Events
  • Product (pharmacy)