Getting to grips with content management

A company can use this overall evaluation to decide if what it`s dealing with is a converted document management system, a glorified HTML editor, a custom-built tool or a proper CMS product.

The product should have a clear offering in each of the core areas of content management:

* Content aggregation: content can be authored in a structured (form-based) manner, it can be "bulk loaded" into the system, rich text editing tools are provided in the browser for formatting, and in-line editing (direct from the page) is provided.

* Content distribution: content can be published and re-published on multiple sites, complete site management tools are provided (create sections, sub-sections and pages, apply pre-built templates), e-mail content distribution and distribution to non-PC devices such as mobile phones, file library (for digital asset management), and syndication.

* Content management tools: including workflow, versioning, taxonomy tools and the ability to edit the structure of the content repository and content types.

* User management: management of users and groups, along with detailed and granular editing and viewing permissions.

* Search and indexing: and in particular, can it index and search documents and files?

* System administration: does the CMS allow for GUI-based editing of page layouts/templates? Are there tools that manage the server and environment on which the CMS is deployed? Does the system support caching and performance tuning?

* Reporting: does the system offer comprehensive reports on visitors as well as number of request to pages and content items?

* Extensibility: does the system allow custom functionality to be added where needed (for example, writing a data feed for a specific purpose for a site), and does it allow for easy integration via a standard data layer such as Web services or XML RPC?

Writing functionality into software is a lot easier than making users understand how to make it do that thing they want to do.

Jarred Cinman, product director at Cambrient

It`s easy to make a product sound impressive. What`s better is to see a system in action.

Some tactics here:
* Insist on seeing local examples of this content management system (CMS) in action.
* Go on at least three site visits, and meet real customers and users.
* Ask for a detailed presentation on how a real world project was implemented, specifically mapping the system to the result. Look for a clear understanding on how much was delivered out of the box and how much had to be custom-built on top of the box.

Writing functionality into software is a lot easier than making users understand how to make it do that thing they want to do. Questions to ask:
* How does the system look?
* Will users understand what all the buttons do?
* Does the conceptual model behind the system make sense?
* Can users grasp key concepts such as content types, content repository, site sections and pages, layouts and templates?
* How easy is it to do a simple task such as: add a piece of content, add a page, modify the structure of a content type?
* Has the CMS been designed with a non-technical user in mind, and can the vendor prove it?

There are some key questions IT people must answer. This said, don`t let the IT people act as gatekeepers over a system that the users love in every other respect. No matter what IT says, what matters most is that the system does what the business needs. The techies can generally sort out anything else.

Is the system built with standards in mind? Is the system proprietary or open source, or a mixture? If it`s open source, does it have a strong developer community and user base? How will the system fit into the current IT infrastructure? Will it integrate with the existing user management system, for example LDAP or ActiveDirectory? Will it run in the future if you change server operating system, for example from Windows to Linux? How does it function under load, both number of users and amount of content?

The golden question: can the vendor live up to its claims? With all software purchases, installing the software is the easy bit. With content management, in particular, there are people issues that cannot be addressed by techies alone.

* Does the vendor have proven experience in working with content?
* Does it understand how to facilitate workshops and work with dispersed teams to make content decisions?
* How many times has it used this software for this kind of project? Be wary of local vendors representing international products with no experience of their own.
* Does the vendor offer end-to-end services, from consulting to development to maintenance and support?

Choosing a CMS requires care and attention. Don`t get sold on the marketing promises. Insist on seeing real world examples of every claim, and - most important of all - separate what was done via expensive customisation versus what the company will get on the day it signs the cheque.