|Latest 7 Posts
| IBM Portlets Running on Liberty Profile on IBM Bluemix|
Wed, Jul 23rd 2014 40
| Why Social Needs to be Part of Your Portal|
Wed, Jul 23rd 2014 50
| Consumer Engagement at Florida Blue with IBM Digital Experience|
Tue, Jul 22nd 2014 58
| IBM Digital Experience in the Cloud: New Options and Capabilities|
Tue, Jul 22nd 2014 44
| Integrating IBM Digital Experience and Microsoft SharePoint|
Tue, Jul 22nd 2014 66
| IBM Digital Experience Conf: Developing Portlets Using JQuery|
Tue, Jul 22nd 2014 53
| IBM Digital Experience Conf: Marketing Integration|
Mon, Jul 21st 2014 58
| Official Sitecore Training – Recommendations on Who, What & When|
Sun, Dec 23rd 2012 1400
| Gartner Magic Quadrant for Horizontal Portals 2013|
Wed, Sep 25th 2013 569
| SharePoint migrations may cause consternation|
Sun, Feb 16th 2014 476
| Mobile apps using IBM Worklight and WebSphere Portal: a tutorial|
Tue, Sep 4th 2012 428
| Adobe Summit: Top new features in Adobe Experience Manager WCM|
Wed, Mar 26th 2014 427
| Optimizing Experiences Using IBM TeaLeaf|
Tue, Jan 28th 2014 381
| What’s coming in WebSphere Portal and WCM|
Tue, Jan 28th 2014 369
| Liferay and Single Sign On (SSO) – Whats here and whats coming|
Mon, Oct 8th 2012 344
| Multifaceted Search using IBM Web Content Manager|
Thu, Jan 30th 2014 292
| Cool Tools by Gartner|
Mon, May 5th 2014 284
||Should You Allow Your Users to Customize?
Probably eight out of ten clients start out asking for customization of some kind. Usually, the customization broken into two categories:
- Give users a page like My Yahoo! or iGoogle. Let them add portlets or widgets at will and let them customize the portelts themselves like we do with weather or stock
- Let users define their interests in their profile page so they can receive targeted content and feeds
Let me tackle the second item first. If you have users you know well enough to let them define things like what products they want to follow, whether they should be notified of new invoices, lab results, etc; then yes you should give users the option to update it. I would make it part of the profile and I wouldn’t push it hard. In other words, make it easy to update but don’t force your users to do it. You can also make it easy to follow a page or topic by letting them click a follow this link, a star , or some indicator on the page in which the content resides. Of course, if you don’t know your users all that well, perhaps you should complete some user studies or hook up some decent web analytics before you dive in. That way you won’t push them away because you completely misunderstand what they want.
What about My Yahoo! or iGoogle like functionality?
OK, this is the fun one. Whenever a client asks for that functionality for their users, I ask the following important question, “How often do your users login to the site?” If they answers with once a month or twice a month then I tell them it’s a waste of time. These are users who login to do some very specific things. They want to see their explanation of benefits or to view and pay their invoice. They don’t care if you allow them to add a portlet that does some whiz bang kind of thing. They want to get in and get out. Don’t get in the way of their transaction or information.
Imagine the worst case scenario if you do customization wrong. You are a utility, you let a customer create a completely customized home page the first time he or she logs in. You may even force them to do that. They really only care about checking their invoice and paying it but in setting up their home page, they leave out the invoice portlet. One month later they login and it’s nowhere to be found. Of course, your customer already forgot they customized the page. They can still customize their page to add the invoice portlet back but they aren’t thinking, “I want to customize my page?” They are thinking, “Where can I find my invoice?” You now have an angry customer who didn’t pay his or her invoice on time and your DSO just went up.
Now take users who live in your portal. It may be employees or it may be your power users who use your service to monitor usage and things like that. These people want more features. To them, your portal is an application. At that point in time, you should be thinking about multiple levels of customization including:
- subscribe to content changes
- notifications and alerts
- customize a home or work page
- Customize a results list so they can see the columns that matter
How do I create a personalized experience for infrequent visitors
For that person who only logs in once a month, you can still create value for them while gaining equal or greater value from the customer. You want to take what you know about the user and treat them differently. Here are a couple ideas that use either a personalization engine or a rules engine:
- Our local store is having a special and it’s only 5 minutes away from where you live
- We see you are having an knee operation. Did you know that if you use this facility, it will cost you $5,000 less
- Bad weather has closed the following facilities or this click here to get to the Hurricane Andrew page to hear what’s happening. Target this by location of the user.
- I see you use this service of ours and we just introduced a companion service
- You might be interested in a new article about the Bahamas or Jamaica because you own a property there.
- We just updated a new product and with it comes a whole ream of documentation you will need to service is Mr. Partner
You can use personalization in all kinds of ways for customers, partners, and employees…….but you get the picture
So here’s my shortened version of what I just wrote:
- Before allowing customization, understand your user. If they visit your site infrequently, then don’t allow customization.
- If you allow users to customize a home page or my work page, don’t take away other paths to get them to key content or functionality
- Make it easy to customize. Drag and drop is nice. Textual lists not so much.
- You can and should allow users to update their profile with interests.
- You can and should let users follow content or make a portlet part of their favorites so they can easily find it later
- If you won’t allow customization, you can still use a personalization or rules engine to create more value for the user or to target them with products or information they may find useful.
Apr 16, 2012
| Recent Blog Posts
IBM Portlets Running on Liberty Profile on IBM Bluemix |
Wed, Jul 23rd 2014 11:12a Mark Polly
You may not have heard of the Liberty Profile, unless you are interested in running WebSphere Application Server in a cloud environment like BlueMix. Saurabh Agarwal and Jaspreet Singh presented this session at the IBM Digital Experience Conference.
What is this Liberty Profile? Liberty is a lightweight WebSphere Application Server that is already embedded in IBM Bluemix which runs on Softlayer. By lightweight, I mean that the install of the server is fast, startup is fast, and it is optimiz [read] Keywords: ibm
Why Social Needs to be Part of Your Portal |
Wed, Jul 23rd 2014 11:12a Glenn Kline
IBM’s 2014 Digital Experience Conference started Wednesday off with a great session by Mac Guidera, Social Workforce Strategist from IBM, titled “Why Social Needs to be Part of Your Portal.” The session was very insightful blending a mix of statistics, trends, best practices and insightful thoughts.
Social Business Patterns
Patterns represent modernized processes with dynamic, repeatable and measurable “people interactions” created by building social into work and [read] Keywords: collaboration
Consumer Engagement at Florida Blue with IBM Digital Experience |
Tue, Jul 22nd 2014 5:13p Mark Polly
Glenn Kline of Perficient and Phani Kanakala from Florida Blue presented a case study of how Florida Blue, Florida’s largest healthcare payer, uses IBM Digital Experience to engage consumers. Florida Blue’s mission is “To improve the health and well-being of Floridians and their communities”. This really is a good reason to engage customers.
Florida Blue has been using IBM Digital Experience platforms since 2008. Every year Florida Blue added new features and new si [read] Keywords: agent
IBM Digital Experience in the Cloud: New Options and Capabilities |
Tue, Jul 22nd 2014 4:12p Mark Polly
Tony Higham and Paul Kelsey spoke about deploying IBM Digital Experience on both an on-premise and public cloud. There are 5 properties of the cloud generally recognized in the market. IBM is fully supporting each of theses properties:
On-demand & Self Service – its there when you need it
Broad Network Access – a global network with fast access from any device
Resource Pooling – customers share computing resources at some level. IBM is not really embracing shared har [read] Keywords: ibm
Integrating IBM Digital Experience and Microsoft SharePoint |
Tue, Jul 22nd 2014 12:12p Mark Polly
Jason Cornell spoke at the IBM Digital Experience Conference about how well IBM Digital Experience software integrates with SharePoint. When IBM talks about integration with SharePoint, its usually how to display SharePoint content or apps within WebSphere Portal.
There are a bunch of ways that IBM has enabled out-of-the-box integration with SharePoint:
IBM has Web Application Bridge to pull in SharePoint sites, libraries, lists, wikis, blogs, announcements and so on. The Bridge displays cont [read] Keywords: calendaring
IBM Digital Experience Conf: Developing Portlets Using JQuery |
Tue, Jul 22nd 2014 10:12a Glenn Kline
First, a couple of key statistics to indicate why this is important and cannot be ignored:
57.5% of websites use jQuery.
jQuery has a 93% marketshare.
[read] Keywords: ibm
IBM Digital Experience Conf: Marketing Integration |
Mon, Jul 21st 2014 5:12p Mark Polly
Rob Enright, a Digital Experience Strategist with IBM spoke about integrating Marketing Management with IBM Digital Experiences. Customer expectations are soaring, yet it takes time to build your digital experience to keep up or even get ahead of those expectations.
Here are several themes IBM is focusing on:
“Insight to Action” with a few clicks – this will require more and more automation of the
Manage omni-channel campaigns that are coordinated across the channel. This [read] Keywords: ibm
IBM Digital Experience Conf: IBM Web Content Manager Patterns |
Mon, Jul 21st 2014 1:13p Mark Polly
Eric Morentin and Nick Baldwin spoke about WCM Patterns that should be used in content management development in IBM Digital Experience. Patterns of course are a “canned” way or even best practice for implementing solutions. There are four themes of patterns they talked about:
Better content / component model
There are different types of content and Content Manager build a content page by pulling various types of content. Types can include things like slide shows, lists, bloc [read] Keywords: ibm
IBM XGX – What’s New in WebSphere Portal and IBM WCM 8.5 |
Mon, Jul 21st 2014 1:13p Glenn Kline
Rob Will, chief architect for WebSphere Portal, once again gave a great presentation at IBM’s Digital Experience Conference 2014. The focus was on the new capabilities delivered in the last year.
The focus of the digital experience suite has been to provide a framework with tools and services to be able to deliver a great digital experience. The focus has shifted from IT building the solutions to the line of business being able to own and deliver content and services themselves. The [read] Keywords: connections
IBM Digital Experience Conf 2014: Stephen Power’s View |
Mon, Jul 21st 2014 11:12a Mark Polly
Forrester’s Stephen Power spoke about transforming digital strategy. Stephen is Vice President at Forrester and covers the Digital Experience market. He started by talking about the age of the customer and how we got to this point (customer centricity per Gary Dolsen). Preceding the age of the customer was Age of Manufacturing, Age of Distribution and the Age of iInformation. Starting in 2010, he suggests that the Age of Customer started.
Complexity is increasing in the Age of the Cu [read] Keywords: ibm