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Portals, Knowledge Management and Performance Support: Achieving Significant Outcomes. Gloria Gery Gery Associates Tolland, Massachusetts ggery@attglobal.net (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 l.jpg

Portals, Knowledge Management and Performance Support:Achieving Significant Outcomes

Gloria Gery

Gery Associates

Tolland, Massachusetts


(413) 258-4693

Portals are hot l.jpg
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 l.jpg
Website vs. Portal?

  • Websites: delivery environment

  • Portal: goal and user focused

  • eBusiness: include transactions

Portal l.jpg

  • 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 l.jpg
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

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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

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Typical Goals and Design

  • Combined types

  • Often nested

  • Goals sometimes confused

    Need to be explicit in advance!

    • Collection

    • Classification

    • Filtration

    • Integration

Collection aggregation l.jpg
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

Classification l.jpg

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

  • easier identification and retrieval

  • create organization frameworks for users

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Improved Representation

Improvements in the way content is presented

  • to increase clarity and meaning to users

    • language

    • form

    • media

    • metaphor

    • visualization

Filtration l.jpg

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 l.jpg
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 l.jpg
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 l.jpg
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

Progression l.jpg

  • Within a project prior to release

    • goal

    • iteration

  • Over time through versioning

Goals l.jpg

  • 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

Requirements l.jpg

  • 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 l.jpg
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 l.jpg
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 l.jpg
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

Issues l.jpg

  • 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

Slide22 l.jpg

  • Personal Financial Portal

  • Data (only filtered component)

  • News

  • Tasks

  • Products

  • Interesting implementation of menus within tabbed folder

Slide23 l.jpg

  • Personal Financial Portal

  • Planning Context

  • Events focus

  • Task Focus (plan, analyze, allocate, develop strategy

  • Integrated content resources

Slide24 l.jpg

Slide25 l.jpg

Slide26 l.jpg

  • 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

Slide27 l.jpg

  • Content Focus

  • Content

  • Search

  • Personal Data

  • Tools

  • News

  • Communications

  • Events

  • Product (pharmacy)

Slide28 l.jpg

  • Content Focus

  • Content

  • Search

  • Personal Data

  • Tools

  • News

  • Communications

  • Events

  • Product (pharmacy)