Organization / Support Team for CM

tvaughan

Hi,

I wanted to get a feel for the staffing models and support structure other people out there were using to assist in their company's content management efforts. Here are some categories I'm interested in:

Ownership
Where does support for IW technology live? In a centralized Web Program Office? Or with the same group that admins the web servers?

Staffing levels
How many actual TeamSite users do you support? How many people are 'on your team'? What's the break down of your team, by role? Do you have a full-time workflow developer? Are you admins the same people as your template folks?

User Support
How do you roll out TeamSite to new business areas? How do you support the existing users? Do you separate support teams from implementation teams? Do you have a central help desk that you dump the case work on?

Tom

tvaughan

Here are my answers, hopefully it'll start a little discussion:

Ownership
We're moving IW technology out from the Corporate Communications business area to a 'Corporate Applications Technology Services' division with more techy folks tasked with the IW operation. The concept of 'content management' is confusing a lot of people though, because OpenDeploy really belongs with the folks running the web servers and app servers, and not at all with the people who are administering other 'corporate applications' like Domino and Verity.

Staffing Levels
RIght now, I've got about 20 users and it's just me doing all the support (and very little new implementation :-( )
We've got plans to beef up the team to 5 people: 2 admins, 2 'business area liaisons/trainers, and 1 template developer. We'd take this team and really roll out CM to the rest of the organization over the next 18 months or so.
I've recommended to the higher ups that we not staff a full-time workflow developer because (a) we don't have 40-hours-a-week of workflows and (b) we can get better quality if we contract with Interwoven on an as-needed basis.

User Support
We plan to bring on new areas in a 3-phased approach. Phase 1 involves just the "bare essentials" of Interwoven-- just import their content off an old dev server and into TeamSite. Give them an hour of training, a manual, and let them swim. Come back every week and conduct a follow up Q&A/gripe session.
Phase 2 involves identifying and fixing pain points with templates and workflows.
Phase 3 involves identifying and fixing pain points with custom apps/scripts.

We only do phase 2 and 3 if we can convince ourselves the ROI is high enough.

Tom