Transcript Client Management Using Microsoft SharePoint 2007 and

Richard Schumacher and Bob Serben
Workforce & Community Development
St. Louis Community College
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Largest community college system in Missouri
serving an area of about 700 square miles;
created by area voters in 1962
Three campuses (4th under construction) offering
transfer, career and developmental programs,
plus non-credit continuing education courses
Four education centers
Credit enrollment is about 32,500
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Division of St. Louis Community College that
serves the community beyond the traditional
college setting
Responds to the needs of St. Louis’ business,
civic, and community-based organizations
Experienced professionals working to improve
the quality of the area’s workforce and provide
increased opportunities for the area’s residents
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Richard Schumacher
Manager, Technology Initiatives
Workforce & Community Development
www.stlcc.edu/wcd
Bob Serben
Director
Center for Business, Industry & Labor
www.cbil.org
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Departmental and College Intranet Development
Considerations for Users
Performance Improvement Goals
Customer Relationship Management
User Collaboration Workplaces
Process & Technical Development Decisions
SharePoint Technology
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Strong financial management
Understanding of College and Business World
practices, requirements and processes
Focus on appropriate use of current technology
Good availability of resources
More structured employee environment
Less change-adverse than rest of College
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Initial Departmental Intranet Development
College Intranet System
Revised Division Intranet
MOSS 2007 / CRM 3.0 Division Intranet
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Information was not being reviewed in a timely
manner
Information needed to support better decision
making
Access from the field (project sites) to
information was limited
Information not easily found
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Team approach (leadership, process owners,
content owners, creative staff, tech folks)
User focus groups
Internal access only – remote users access
through network dial-in (or via terminal server)
Static html site enhanced with a SharePoint
Portal 2001 document center
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Leadership Sponsor
Project Leader
Content and Process Experts
Content and Process Owners
Editorial (includes categorize, index and archive)
Creative and Design
Quality Assurance and Compliance
Technical (web, application, product, database)
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The success of the CBIL Intranet led to the
deployment of a College-wide Intranet which
initially consisted of two parts:
 Static html Intranet website reflecting the “org chart”
geo-political structure of the College
 SharePoint 2001 Portal for document management
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Internal-only access due to confidentiality
concerns on content
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No centralized authentication – over 60 nontrusting domains, workgroups & NDS trees
Login by the same domain used for email
Varied levels of participation interest
Difficulty explaining the need to/how to login
Not all College internal systems/data sources
were represented
Heavy reliance on paper and paper triggers
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Developed as a “one stop shop” – one place with
links to all the major College data systems
Branding to remove “intranet” confusion
DNS resolution, http://collegeweb.stlcc.edu
Internal name resolution only
New single-forest, single domain structure
eliminated login confusion, misunderstanding
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Address issues with existing departmental
Intranet as a transition on the path to document
collaboration with MOSS2007 (SharePoint)
Fully incorporate all of the departments in the
WCD division – not just CBIL
Change to Internet-based access from dial-up
Leverage lessons learned, user requests, and
what is and isn’t used in the old system
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Accessible through Internet, DNS resolution
All traffic SSL encrypted
Static html site with links to dynamic content
Department and Committee organization
Visual Employee Directory
Links to College data systems
WCD News via html email, pdfs on Intranet
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Easy to find and use
Information –
Accurate – Essential – Reliable – Relevant
Interesting – New – Dynamic – Timely
Trusted – Unduplicated – Findable
Self-service
Organize and access their documents, anywhere
Be told when there is something they need to know
about or act on
Personalization
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Multiple departments with different operating
styles and goals
Lots of locations – most staff “in the field”
Need to share and securely backup documents
Some staff use non-College computers and
require clientless deployment
Has to be obvious and easy to use
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Communication and Collaboration
Higher utilization of “corporate knowledge”
Need to better organize and share contacts,
contact history, client history and records
Effective marketing campaign management
Improved “cross-selling” of WCD department
and College services
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Business needs drive the implementation
 What are the business goals?
 What do you expect to achieve?
 How will you measure success?
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Plan before you deploy – installation, implementation,
content management, related systems, training …
SharePoint is all about document collaboration –
remember that some people don’t like to share
Your IT department likely doesn’t understand taxonomies
and cultural change management – don’t expect them to
understand how those impact SharePoint or CRM
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Manage each and every customer experience
better, and in a personalized manner based on
their history with you
Provides a central, organized, consolidated
repository of all the information relating to your
clients, leads, and prospects
Provides a structure reinforcing business
processes
It’s a business strategy
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Should you be marketing to this account or
contact; and what is the contact method?
Specific customer / prospect history
 What are they interested in?
 What competitor are they using? When does that
engagement end?
 What have they purchased?
 What is the contact cycle (how important are they)?
 Who is assigned to handle this customer?
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Workforce development will become increasingly
more “visible”
“Comprehensive servicing” will be the value
adding characteristic
Stakeholders will demand better performance
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A system employees will actually use
Accessible anywhere
Easy to maintain accurate, complete, and timely
customer and prospect data
Effective reporting
 Tactical
 Strategic
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At least 1/3 of personnel information in
commercial business databases is inaccurate
History is vital when client personnel change or
multiple contacts occur at the same client
Various “arms” of workforce development may
call on the same clients
Lots of different info sources involved – emails,
letters, contracts, worksheets, faxes, invoices
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In the “externally funded” environment:
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Forecasting is critical
Activity management is essential
Service / sales knowledge mix is indispensable
Marketing campaigns need review and analysis
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Outlook has become the “de facto” standard
operational tool for time and activity
management – most staff “live” in Outlook
People resist change
 Acceptance and comfort
 Shortened learning curve
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Continual improvement by Microsoft
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Multiple systems / departments with customer
information
Multi-channel customer interactions (phone,
email, fax, web sites, mail, IM, in-person)
Remote workers
Inflexible systems
Account / contact conversions (suspect, lead,
campaign, opportunity, prospect, quote, sale,
customer, case - service support, billing)
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Over 80% of deployments are considered failures
Education-specific systems usually are complex,
expensive, lacking in desktop integration, and
limited in functionality (already dated – old tech)
PIM / SFA contact managers typically can’t be
sufficiently customized (and are complex to
customize) and have interoperability issues – they
focus on the viewpoint of a sales representative
Most systems can’t do sales, marketing and service
management with one product
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It’s all about workflow …
automating business processes
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Task assignment
Confirmations and feedback
Notifications and escalation (alerts)
Measurement and reporting (analysis)
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Targeted for heavy Outlook users
Full functionality web version for remote access
Extremely easy customization; adaptability to
your operational processes
Manages marketing, sales, and service activities
Organizes all of the common document types
Geared for activities by Business Unit or Team
Directly integrates with Microsoft Workflow
Sales
• Opportunity Mgmt
• Sales Process Mgmt
• Quotes
• Order Mgmt
• Sales Force Mgmt
• Sales Literature
• Direct Email
• Product Catalog
• Competitor Tracking
Customer Service
• Case Mgmt
• View All Info
• Routing & Queuing
• Email
Auto-response
• Email Mgmt
• Service Scheduling
• Knowledge Base
• Service Contracts
Marketing
• Campaigns
• Create Lists
• Qualify Lists
• Campaign Templates
• Campaign Execution
• Track Marketing Info
• Quick Campaign
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Define the steps of your sales cycle
Create an outline for each step
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What action will be taken?
What will trigger the action?
Who is responsible for the action?
What occurs when the action is complete?
What escalation occurs if the action is not completed?
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Outreach (marketing) to parents, benefactors,
alumni, community leaders, and others
Student management and recruitment
Distance Learner communications
Faculty/instructor recruitment and retention
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Announcements or News
Forms and Templates
One-off documents or images
Version controlled documents
“Official” policies, procedures, or releases
Personal stuff
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Who gets / needs what?
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Access to existing formal information systems
Heavily used informal tools or information
 Usually dealing with document management
 Usually ignored by formal IT departments
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How staff collaborate now
 Shared spreadsheets or Access databases
 Manual forms
 Too many email attachments
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Portal – a container for many sites, connects them
with navigation and search (consume info)
Portal area – container within the portal that
organizes information together
 SPS 2001 had Categories instead which were many to
many based on doc metadata, SPS 2003 Areas were less
flexible based on Portal Listings, MOSS 2007 fixes this
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SharePoint Site – web site organizing a team or
document collection (author and collaborate)
SPS 2003 architecture forces more site collections
with less info in each collection
Team
Productivity
• Document Collaboration
• Meeting Workspace
• Document, Picture, and
Form Libraries
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Enterprise
Team Sites
Work Environment
Web Parts
• Portal / MySites
Basic Search
• Enterprise Search
Alerts/Notifications
• Content Management
Security Trimming
• Records Repository
Versioning
• Workflow Templates
Centralized
• Forms Server *
Administration
• Excel Services *
• Business Data *
Catalog
Collaboration
Content Mgt
Portal
Search
BPM
BI
Discussions
Calendars
E-Mail
Presence
Project Mgt
Offline
Authoring
Approval
Web Publishing
Policy & Auditing
Rights Mgt
Retention
Multi-Lingual
Staging
MySites
Targeting
People Finding
Social
Networking
Privacy
Profiles
Site Directory
Indexing
Relevance
Metadata
Alerts
Customizable UX
Rich\Web Forms
Biz Data Catalog
Data in Lists
LOB Actions
Single Sign-On
BizTalk Integ.
Excel Services
Report Center
KPIs
Dashboards
SQL RS\AS Integ.
Data Con. Library
Core Services
Management
Security
Storage
Topology
Site Model
APIs
Delegation
Provisioning
Monitoring
Staging
Rights\Roles
Pluggable Auth.
Per Item
Rights Trimming
Repository
Metadata
Versioning
Backup
Config. Mgmt.
Farm Services
Feature Policy
Extranet
Rendering
Templates
Navigation
Visual Blueprint
Fields\Forms
OM and SOAP
Events
Deployment
Web Parts | Personalization | Master Pages | Provider Framework (Navigation, Security…)
Database services
Search services
Operating System Services
Workflow services
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Portal entry point with links to formal info systems,
formal policies and procedures, forms, general lists,
and department process SharePoint sites organized
by business line or operating process
Informal shared spreadsheets / Access databases
become MOSS lists or Excel server worksheets
Paper forms become InfoPath server forms
Document management and version control
Remove attachments from emails, alerts and RSS
Committee / meeting workplaces
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Must reinforce no document duplications
Users must easily author directly to the system
Means you need to start with an overall plan –
not “throw up a couple of department sites”
Figure out what needs to go in your main portal
and follow that up with business process sites
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Announcements
Contacts
Document Library (+)
Events
Form Library (InfoPath)
General Discussion
Links
Survey (+)
Tasks
Picture Library
Problem Report
Calendars (+)
Document Collaboration (+)
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Meeting Agenda
Attendees
Decisions
Issues (+)
Meeting series
Things to bring
Objectives
Workplace pages
Blog
Wiki
New meeting types
People & Groups
Tasks Coordination
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Templates
 Document, Meeting, Team, Project Lite*, Portal*,
Managed Document*
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Libraries
 Document, Picture, Form, Slides*, Divisional*
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Enterprise Search*
Content Management*
 Document, Records, Web Content*, Records Repository*
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Business Intelligence* and Workflow*
Site Actions
Show common
commands for
the site.
Tabs
Display subsites
and link to them.
Announcements
Post messages on
the home page of
the site.
Quick Launch
List key site
pages on this
navigation menu.
Document
Library
Contain and
display team
documents.
Links
Post links of
interest to
site members.
Calendar
Display important
dates and events.
People and Groups
Control who can access
your site and what content
they can view and edit.
Recycle Bin
Restore or permanently remove deleted items.
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My Site is used to store files and collaborate with
students and co-workers online
My Sites have public and private pages
SharePoint Readers can search for the user’s site in
the Portal
Use the public page (called the “My Profile” page) to
share files and information with students and coworkers
Use the private page (called the “My Home” page) to
store files and information that only you can access
As Seen By List
Restrict what others can
see, and then preview
your My Profiles page as
others see it.
Tabs
Click tabs to access the public
and private pages of your site.
Site Actions Menu
Add content, edit page, or change site settings.
My Information
Edit your profile page.
Left Navigation Menu
(Quick Launch)
Get quick access to
your site content.
My Profile Page
Your public page. Displays information about you
and your work to students and coworkers.
My Home Page
Your private page. Stores
files and content for your
use. This content is not
publicly displayed.
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View and edit SharePoint 2007 content in
Outlook 2007, even when offline
Calendar
Schedule projects, appointments, and milestones. View the SharePoint Server 2007
calendar next to your Outlook 2007 calendar, or overlay both calendars to see all
items at once.
Task List
Assign project duties and track them to conclusion. Team members can see all tasks
in the Outlook 2007 Tasks window, or can view tasks assigned only to them in the
To-Do Bar.
Document Library
Use document libraries to preview, search, and open team documents. Team
members can edit documents online or offline.
Discussion Board
Discuss topics with team members. E-mail discussions require participants to find
and sort messages, but Discussion Boards isolate messages for easy tracking.
Contact List
Stay in touch with team members and important people outside the team. As one
member adds contacts or edits them, the entire team gets the new information.
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InfoPath 2007 is used to create custom forms or convert
existing Microsoft Office Word 2007 documents to forms
 InfoPath forms are distributed using Outlook 2007 or SharePoint
Server 2007, or may be published on the Office Forms Server
 Recipients of forms can complete and submit them
electronically even if they don’t have InfoPath 2007 installed
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Office Forms Server 2007 provides
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Browser-based forms (common browsers, Windows & OS X)
Centralized forms management
“Design Once” development model
Form-based workflows
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Excel spreadsheet web publishing
Excel services BI
Business data catalog and web parts
Report Center
Key Performance Indicators
Filter Web Parts
Extranet
Internet
Enterprise
Division
Team
Individual
Business Applications
(Banner, Blackboard, Library
databases, data warehouse,
Help Desk, many more)
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Microsoft Office 2003/2007
Microsoft Exchange 2003
Microsoft Office SharePoint Server 2007
Microsoft SQL Server 2005
Microsoft Office Forms Server 2007
Microsoft Dynamics CRM 3.0
Adobe Connect / Presenter (Macromedia Breeze)
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This slide deck is available at
http://www.stlcc.edu/presentations
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Email us at:
 [email protected]
 [email protected]