Ten CMS implementation success factors

Compiled by: Martin White martin.white@intranetfocus.com, December 2011

1. Write the requirements in terms of what the CMS needs to do

There is no benefit in defining requirements just in terms of “features”. Set out clearly how the CMS will be integrated into business tasks, whether for the web site or an intranet.

2. Web site and intranet requirements are different

Rarely will the same CMS work for both the web site (with a small number of skilled staff working together) and the intranet (with part-time content contributors all across the organisation).  Selecting just one rather than two because it will reduce IT support requirements is not a sensible business case.

3. Understand the total cost of implementation

Adding license costs, maintenance, implementation and design costs together, and then also the costs of a search application, can quickly mount up. Choosing an open-source solution will certainly eliminate licence costs but development costs could be higher than with a commercial solution.

4. CMS implementation cannot be rushed

From the time the requirements are sent out to prospective vendors to the time that the site goes live could be at least six months, probably nine months, and even a year if both the web site and intranet CMS are being replaced at the same time.

5. Carry out a content audit

Implementing a CMS is a very good time to review the site content, and archive any content that is not meeting a defined business requirement. Probably 30% of the content is no longer of relevance.

6. Treat the implementation as a project

There needs to be a full-time project manager to ensure that the complex processes of selection and implementation are kept on track. It is very difficult for a web manager or an intranet manager to find the time to select a CMS and still maintain the quality of their sites.

7. Take due care over selecting a vendor

Do not select a vendor on the basis of product literature, a recommendation from another company or on brand reputation. There should always be a proof of concept to show how the CMS will cope with the business requirements set out in Step 1 above.

8. Content migration represents the biggest risk to project success

Most CMS implementations fail to meet deadlines and budgets because the scale and complexity of migrating content from one CMS to another were not fully appreciated, especially where there is a major change to the architecture of the site.

9. Manage process change

Even if the content contribution procedures seem the same they will always be sufficiently different to have a significant impact on productivity in the launch phase. Good training and encouragement is essential.

10. Take 'mobile' into account

It is important to take into account the potential requirements for users to access your web site or intranet using mobile smartphones or tablets.

Resources

Martin White. The Content Management Handbook. Facet Publishing, London. 2005 http://www.facetpublishing.co.uk

Peter Sejersen & Sara Redin. Best Practices for Selecting a CMS. 2009. http://jboye.com/advice/reports/best-practices-for-selecting-a-cms/

Technology Forecast: Unleashing enterprise mobility. PwC. http://www.pwc.com/us/en/technology-forecast/2011/issue1/index.jhtml

10 Ways Mobile Sites Are Different from Desktop Web Sites. UXmatters [blog]. http://www.uxmatters.com/mt/archives/2011/03/10-ways-mobile-sites-are-different-from-desktop-web-sites.php

Nielsen Norman Group: Usability Reports http://www.nngroup.com/reports/

Hobbs on Tech http://hobbsontech.com/

Peter Morville Designing Search: UX Strategies for eCommerce Success. Wiley, 2011. http://www.designcaffeine.com/designingsearch/

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