Resource Planning

Building a detailed resource plan

Choosing the right people with the right skills, experience, and knowledge to support your digital transformation journey and future governance of your digital workplace is critical to ensure not only a successful launch but also long-term success. These leaders will become your champions, advocating for engagement, adoption, evolution, and the overall success of your digital workplace.

Choosing the right team

Depending on the size and scope of your digital workplace strategy, you will need a variety of roles to support your initiative. When choosing your team, don't forget to take factors such as resource availability, skills and experience levels as well as budget constraints into consideration. All these factors will play a role in choosing who is on your team. 

To help you get started, we have provided below a collection of role descriptions organized into three distinct categories:

  1. Strategic
  2. Operational
  3. Tactical

Note: It may be feasible for an individual to fulfill more than one role. Also, roles and responsibilities may change over time, evolving as your digital workplace does.  

Strategic

Role

Overview

Key Responsibilities

Executive Sponsor 

The senior-level Executive Sponsor(s) is responsible for the strategic direction of the project and the long-term strategic vision of the digital workplace transformation. While some key decisions may be delegated to other senior roles, the Executive Sponsor has final decision-making authority for the digital workplace strategy and solutions.
  • Guides the strategy
  • Sets budgets and approval processes
  • Expedites escalations
  • Sponsors the digital workplace transformation
  • Has regular touch points with other members of the executive team to ensure the desired business value and outcomes are realized and to gather requirements for the future growth of the digital workplace

Project Sponsor

The Project Sponsor role is common in larger organizations and is often in a middle-management role. In larger organizations, this role often plays a key intermediary between other members and the Executive Sponsor and can help expedite key decisions to keep the project on schedule. They are also typically a key stakeholder, invested in the project success/direction/outcome.  
  • Has regular touch points with the Executive Sponsor throughout the project to ensure the desired business value and outcomes are realized
  • Acts as the voice of the Executive Sponsor 
  • Influences project direction and approves key deliverables with clear direction on decision-making authority from the Executive Sponsor
  • Guides the strategy
  • Expedites approvals and escalations

Project/Program Manager

The Project/Program Manager (preferably PMP certified) leads the digital workplace implementation and acts as the main point of contact to interface with the Igloo Project Manager. This role also controls scope, timelines, and costs, and acts as the primary point of contact responsible for each phase of the digital workplace implementation and launch, as well as ongoing development and maintenance.  
  • Owns the governance model as well as the ongoing strategy for engagement and additional development
  • Acts as the voice of the Executive/Project Sponsor(s) to the rest of the project team
  • Ensures project deliverables are being met according to project timelines
  • Coordinates and manages the implementation of all solutions within the digital workplace
  • Oversees and ensures alignment of all launch activities including communications and training
  • Works with the Igloo Project Manager, Digital Workplace Manager/Builder, and Design & UX Specialist to complete the site structure template

Launch Manager 

The Launch Manager oversees planning activities to introduce your digital workplace to the company at large and drive initial engagement/adoption. The Executive/Project Sponsor has final sign-off on the overall launch plan and the Project/Program Manager has final accountability for ensuring the launch plan is successful. The Launch Manager is responsible for ensuring that other supporting stakeholders execute against it.  
  • Coordinates, schedules, and promotes launch activities for each phase of your digital workplace deployment including communications, champion campaign, training, and launch event details
  • May receive feedback, issues, and ideas from stakeholders or employees during launch and surfaces those to the Digital Workplace Manager
  • Takes direction from the Project/Program Manager
  • Works closely with the Digital Workplace Manager to ensure the launch campaign aligns with the strategic vision
  • Aligns with Marketing/Brand Manager and Corporate Communications
  • Coordinates activities of the Digital Workplace Trainers and Champions to create a campaign that introduces the digital workplace to your organization

Operational

Role

Overview

Key Responsibilities

Digital Workplace Builder

The Digital Workplace Builder is responsible for physically building the digital workplace. They work closely with the Project/Program Manager and Digital Workplace Manager. Depending on organizational size, the Digital Workplace Manager and Builder may be the same individual or they may transition from a builder to manager role post-launch.
  • Uses the completed site structure template to build the architecture of the digital workplace including:
    • Setting up the required channels
    • Creating pages
    • Implementing solutions
    • Adding, configuring and laying out Widgets
  • Ensures users, groups and permissions are set up according to specified requirements
  • Coordinates and participates in the curation and uploading of content 
  • Works closely with other operational roles such as Design, UX, Web Development, IT Administrators, and Content Creators/Publishers 
  • Makes recommendations for potential changes or improvements as they execute the build plan (acts as a "doer" unless they are also acting as the Digital Workplace Manager)

Digital Workplace Manager

The Digital Workplace Manager plays a critical role in the overall success of a digital workplace. Depending on the size and scope of your digital workplace this could be a senior employee or a team that serves as the face of the digital workplace. They build vital connections between people, processes, and information in your digital workplace.
  • Is the quarterback of the digital workplace and primary contact for feedback, issues, and ideas
  • Takes direction from the Executive/Project Sponsor and Program Manager; accountable for executing the plays that will shape long-term strategic success
  • Oversees the look, feel, and layout
  • Ensures alignment with corporate branding guidelines
  • Manages the creation of templates, classes, and styles for Digital Workplace Builders and Content Creators/Publishers to ensure consistency, ease-of-use, mobile-friendliness, and inspiration for users
  • Works with Design & UX Specialists to create a digital workplace framework and architecture
  • Collaborates with Marketing/Brand Managers and Corporate Communication on brand, tone, and communication guidelines for the digital workplace
  • Acts as a mentor while coordinating and overseeing the activities of Solution Managers and the Content Creators/Publishers
  • Acts as an informal coach and subject matter expert for Digital Workplace Trainers and Champions as well as users 
  • Interacts with all active digital workplace users, gathers feedback, and facilitates communication between all roles and levels

Solutions Manager

A Solutions Manager has many of the same responsibilities as the Digital Workplace Manager, but at the Solution level instead of for the entire digital workplace. They serve as the owner and ambassador for their Solution (e.g. Newsroom, Social Zone, Onboarding Center, etc.). With input from the Executive and/or Project Sponsor, Project/Program Manager, and Digital Workplace Manager, they ensure their Solution aligns with the organizational vision and plan.
  • Owns the specific Solutions areas within the digital workplace and is accountable for their respective Solutions
  • Is responsible for solution strategy, success, and day-to-day operations
  • Acts as the primary contact for feedback, issues, and ideas related to Solutions
  • Helps facilitate the connections between people, processes, and information in their Solution area 
  • Works collaboratively with other Solutions Managers to share best practices and foster consistent experiences across all the Solutions in the digital workplace
  • Oversees the activities of Digital Workplace Builders and Content Creators/Publishers who are contributing to their Solution
  • Gathers input from Design and UX Specialists, Marketing/Brand Managers, and Corporate Communications team members
  • As the face of their Solution, they may often play the role of ad-hoc Digital Workplace Trainer and Champion
  • May also be called on to enforce established governance practices for any posts that Content Creators/Publishers or End-User/Members make within their Solution

Marketing/Brand Manager

The Marketing/Brand Manager ensures the digital workplace aligns with branding guidelines and supports the Launch Manager in marketing the digital workplace to the organization. They also create and enforce governance practices to ensure that anyone building or contributing to the digital workplace complies with branding, visual design, and UX best practices.  
  • Ensures the look and feel of the digital workplace and promotional collateral meets the company’s visual brand standards and brand voice
  • Works with internal or external Design & UX Specialists to support the creation of promotional material
  • May also review material prepared by the Digital Workplace Trainers
  • Offers input to the Design & UX Specialist
  • Reviews Web Development assets
  • May also contribute content to the Marketing Knowledge Base (KB), Brand KB, or other Solutions that require marketing/brand expertise

Corporate Communications

Corporate Communications experts develop, coordinate, and oversee all corporate communications within the digital workplace. They establish policies and guidelines for other roles that may post any form of content to the digital workplace. They also create and enforce governance practices to ensure digital workplace content aligns with the communications strategy.
  • Is actively involved in all communication planning (e.g. pre-launch campaign, initial launch campaign, rolling out a new Solution or program, etc.) 
  • Ensures adherence with communications guidelines for Digital Workplace Managers and Solutions Managers, Content Creators/Publishers, and Digital Workplace End-User/Members
  • Provides messaging that Champions may use to evangelize the digital workplace 
  • May also play a Content Creator/Publisher role for communication-focused Solutions, such as Newsroom, Leadership Corner, Social Zone
  • Owns the development of the communications strategy to support digital workplace launch and promotional messaging and content creation with input from organizational and project leadership 

Design and UX Specialists

Design and UX Specialists create the overall visual design and user experience (UX) of the digital workplace. This may be done in partnership with or outsourced to the Igloo Visual Design team. This role often takes overall brand direction from the Marketing/Brand Manager and Corporate Communications but is responsible for bringing that brand to life in the digital workplace.
  • Designs the look, feel, and layout of the digital workplace, aligning with corporate branding guidelines
  • Works with Web Development to establish and build templates, classes, and styles for Content Creators/Publishers and Digital Workplace Builders to ensure  a consistent user experience 
  • Owns the overall user experience and should have significant input into the completion of the site structure template
  • Works with the Digital Workplace Builder to create a proof of value (POV) prototype to test with diverse user groups and gather feedback
  • May also review the implementation activities of the Digital Workplace Builder, Solution Managers, and Content Creators/Publishers to ensure their work aligns with the design and UX standards and guidelines

Web Development 

Web Development builds enhancements and integrations that work within the digital workplace to satisfy functionality and UX requirements. The Web Development team uses tools (such as APIs, SDKs, HTML, CSS, and JavaScript) to customize and extend out-of-the-box features and Solutions to achieve specific business outcomes.
  • Is responsible for building custom assets to achieve the vision laid out by the Digital Workplace Manager and Design & UX Specialist
  • Is responsible for documenting any custom classes, HTML Widgets, or other custom assets they create
  • Ensures the Digital Workplace Builders, Solution Managers, and Content Creators/Publishers are comfortable using custom assets
  • Empowers non-technical users to suggest new features, enhancements, and integrations for the digital workplace and surfaces these ideas to the Project/Program and Digital Workplace Manager who are responsible for getting approval from the Executive/Project Sponsor and any other relevant stakeholders

IT Administrators

IT Administrators work with Igloo’s experts on the technical configuration of authentication, identities, roles, and access for the digital workplace. They also provide member support and assist with the implementation of integrations and custom reporting. 
  • Is responsible for domain mapping, DNS/IP whitelisting, member upload, centralized authentication (e.g. SSO, AD, SSL), and security compliance
  • Provides ongoing digital workplace access support for all levels of End-User/Members
  • Works with the Executive and/or Project Sponsors or through the Project/Program Manager to gather analytics and reporting requirements
  • Identifies and implements system integrations to bring all the tools used by the organization together in the digital workplace 
  • Develops and enforces governance as it relates to security and authentication
  • Guides user configuration and management with input from the Digital Workplace Manager and Solution Managers to establish the right mix of groups, roles, and permissions related to content contribution and access levels 
  • Works with the Igloo Technical Support Team for consultation and support as needed

Tactical

Role

Overview

Key Responsibilities

Digital Workplace Champions

Digital Workplace Champions evangelize the use of the digital workplace to their colleagues. Champions should be within different departments, business units, and/or regions, or a part of the digital workplace team. They work with Digital Workplace Managers and Solutions Managers to continually drive adoption and foster ongoing usage.
  • Works with the Digital Workplace and Solutions Manager(s) to identify advocacy opportunities and adoption risks, and assists with content
  • Receives training for the Digital Workplace Trainer using materials provided by the Igloo Customer Enablement team
  • Works with key stakeholder teams to drive engagement through the coordination and deployment of programs and campaigns
  • May leverage Points and Status functionality available in the digital workplace to create a gamification program that uses Badges and Milestones to incentivize and reward member participation
  • May also work with Marketing/Brand Manager and Corporate Communications to develop videos, posters, and other promotional collateral to help drive adoption
  • Is involved in the creation of the digital workplace engagement plan to ensure they understand the digital workplace transformation vision and are genuine advocates
  • Offers valuable perspective that should be leveraged to help determine the best ways to promote the digital workplace
  • Provides input to the Project/Program Manager and Launch Manager on ways to effectively socialize the digital workplace 

Digital Workplace Trainer

The Digital Workplace Trainer will work closely with Igloo’s Customer Enablement team to create and deliver a training program that will support the deployment, adoption, and ongoing evolution of their digital workplace. They are responsible for conducting an analysis to determine the specific training needs of the organization.
  • Is accountable for training the Content Creators/Publishers, End-User/Members, and Digital Workplace Champions 
  • Supports content creation and basic configuration of a deployed Igloo Training Solution or works with a Digital Workplace Builder and Design & UX Specialists to create one
  • Customizes and brands white-label resources and materials provided by the Igloo Customer Enablement team
  • Delivers onboarding and post-launch training to new employees or other new members that join the digital workplace
  • Provides formal training and/or informal coaching to Digital Workplace Champions, Content Creators/Publishers, and End-User/Members
  • Monitors and helps moderate internal forums for employee questions, trends, and training opportunities
  • Plans, schedules, assigns, and delivers role-based training to the appropriate roles and groups with input from the Program Manager, Launch Manager, Digital Workplace Manager, and Solution Manager
  • Owns the strategy and ongoing development of the training solution (taking on the role of Solutions Manager) with ongoing support from the Digital Workplace Manager and Builder
  • Trains and helps to oversee the activities of the Digital Workplace Champions to ensure accuracy and consistency
  • Develops and owns an evaluation strategy to gather feedback and measure training effectiveness with support from the Igloo Customer Enablement team 

Content Creator/Publisher

A Content Creator/Publisher creates, curates, and publishes content for areas within the digital workplace such as the homepage, team spaces, Solutions, and more. The role of Content Creators/Publishers is to add content that will drive adoption, engagement, and ongoing usage of the digital workplace across the organization. They represent the voice of their respective business units, stakeholders, and leaders.  
  • Is very familiar with the company's communications guidelines and brand voice as well as with the digital workplace tools and functionality used to create and publish content
  • May have direct authority over the content they add to the digital workplace while some creators/publishers may act in more of an administrative capacity by posting material written by others 
  • Executes a cohesive and coordinated content strategy as a critical component of a successful digital workplace
  • Aligns with other Content Creators/Publishers as well as the Launch Manager, Digital Workplace Manager, Marketing/Brand Manager, Corporate Communications, Solutions Managers and Digital Workplace Champions, under the direction of the Project/Program Manager
  • Follows approval workflows to enable and empower more users to contribute to the digital workplace while maintaining a level of governance
  • May ghostwrite and publish on behalf of a leader 

End-User/Members

End-User/Members of a digital workplace include all members, even those with additional roles on the digital workplace team. They need practical know-how to adapt to workflows, access relevant documents, leverage critical integrations, and navigate the digital workplace with ease. They also need the knowledge and confidence to contribute to areas open to them, manage their Personal Profiles, create Microblogs, and otherwise actively participate in the digital workplace.
  • Manage their Personal Profile and notifications
  • Access and in certain cases update documents and other assets within the digital workplace 
  • Follow Blogs and other relevant Channels, and contribute to Forums and Microblogs where applicable
  • Actively consume and contribute content to the extent that their access levels allow
  • Provide feedback to Solution Managers and Digital Workplace Champions to ensure Solutions are meeting their needs
  • Act as informal champions and trainers to evangelize usage and share knowledge with their peers after receiving training from the Digital Workplace Trainer

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