Comments on: So we’ve got a great content management system: Now how do I get employees to use it?

By: Thomas Ames

Thomas Ames — Tue, 25 Sep 2007 21:17:58 +0000

To follow up, we held a luncheon with 25 or so Web authors. We went through a basic how to edit/how to create a page, and also how they impact the Web site and where we view the Web site in the coming months and years. They also all got to meet me for the first time even though I’ve been here for almost a year.

Initial reaction was one of applause. They said it was a nice refresher, and it was nice that a few editors spoke up and gave me a public pat on the back for helping them, haha. Immediately there were a few updates to Web pages that hadn’t been changed in months if not years. But since then it’s back to the same people with occasional updates.

I do see this as being successful, though, as we got some face time and told them how important they are. There’s no doubt that when the time comes, they will make updates. But, as Rob said, it would be much, much more efficient to tie it into their performance appraisals. But whether that ever happens or not.. well.. it’s slim to nil.

By: Rob

Rob — Thu, 16 Aug 2007 21:53:15 +0000

I can attest from prior experience that the key to having people use the CMS or any tool is get buy-in from upper-management, including HR from the onset. One technique I used in the past, is to make sure that people understand that keeping the website updated correlates to the strategic plan/initiative. This way their use of the CMS can be tied to the to their performance improvement plan/goals. No one can say that updating the site is not their job, because now its tied to their performance improvement plan and annual bonus. Its also important that their boss or supervisor makes sure that this is one of their goals for that user.

Thanks
Rob

By: Pamela Landis

Pamela Landis — Fri, 27 Jul 2007 16:08:32 +0000

Only the people on my team have access to the external site. For the internal site though, we’ve trained more than 200 people. And I’ll tell you that the usage varies wildly. Some, like the HR and Purchasing people, are on all day, every day. Some come to training and never log in again. I think it goes to having their bosses hold them accountable for this. Some departments appoint a person and hold the person accountable for having fresh content. Some say they do, but really don’t.

By: Neal Linkon

Neal Linkon — Wed, 25 Jul 2007 14:13:29 +0000

We found that even our communications team has a problem with spelling, formatting, etc., even within the context of a CMS. So we review most of the items that they are allowed to post. As for getting entities to use the tools, if they don’t use them, their material isn’t on the web site. Sometimes it takes a little tough love to get the job done1

By: Thomas Ames

Thomas Ames — Thu, 19 Jul 2007 14:37:45 +0000

We have the same problem. One thing we are looking to do, though, is hold a CMS user luncheon. We’ll invite all of the editors to come to the luncheon and see a short presentation about the CMS and why it’s important to update articles. If you do that each quarter or at the beginning and middle of each year, it will keep their interest and knowledge up.

By: Kerry Otto

Kerry Otto — Wed, 18 Jul 2007 21:40:44 +0000

No, Ed, I’m the only one of the managing editors who is full-time on the Web site.

By: Kerry Otto

Kerry Otto — Wed, 18 Jul 2007 21:19:06 +0000

Yes, this is for the external site — not the Intranet. The number of different content areas (divisions, departments, etc) suggests that we need that many “content experts.”

Marketing, Public Affairs and the Foundation (our fund-raising arm) have an agreed-upon set of style rules, which we distribute along with the CMS “training manual” whenever we train a new person on the system. And if people forget the rules, we (the managing editors) can fix them ourselves before making the page “live” or we can send the page back to the submitter for corrections.

The CMS itself allows only a limited variation in graphical standards, so that’s not a problem.

How many “updaters” do you have at your hospital?

By: Ed Bennett

Ed Bennett — Wed, 18 Jul 2007 21:17:50 +0000

Kerry,

Are the four managing editors dedicated full-time to your website?

By: UrbanShocker

UrbanShocker — Wed, 18 Jul 2007 20:31:49 +0000

I’m curious, Kerry, why the decision was made to allow that number of potential ‘updaters’?
This is for the commercial site, not your intranet, correct?
Are there various graphical standards and grammatical rules, ie how to refer to the hospital, its’ centers of excellence, that are all followed?