Outsourcing IT and technical support

In this guide:

  • Advantages of IT training for your business

    Find out about the benefits of IT training and its impact on productivity, efficiency and your business bottom line.

    Information technology (IT) training can help your staff be more confident and comfortable using IT. This can lead to numerous benefits to your business, including:

    • increased productivity
    • greater efficiency
    • improved bottom line
    • quicker adoption of new technologies

    Due to the costs involved, user training and systems support are often seen as additional overheads. However, you need to invest money in both of these areas to ensure the success of IT systems.

    Benefits of IT training and development for staff

    There are many potential benefits of investing in the IT skills of your workforce. For example, staff training and development:

    • helps your business run better - it makes your staff better equipped to use computer systems, handle customer enquiries or make a sale
    • helps staff acquire new skills - this can increase their contribution to your business, as well as their self-esteem and personal development
    • enables staff to undertake new and different tasks - this can lead to job enhancements, promotion and increased motivation and job satisfaction
    • helps staff gain confidence in their use of IT - this can increase their productivity and efficiency
    • makes the transition to new IT systems and technologies easier - for both your staff and customers
    • makes your staff feel appreciated - they will see you investing time and money in their professional development, so retention and morale can increase

    Risks of not investing in IT training

    If you don't give your staff adequate IT training, they may not be able to use your IT systems efficiently. This can potentially lead to:

    • business operations being disrupted
    • efficiency and productivity falling
    • staff becoming frustrated and unhappy
    • deadlines being missed
    • the business losing confidence in the new system

    The more effort you put into training and supporting your staff, the greater the rewards will be in the end. See more on the types of IT training available.

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  • Different types of IT skills

    Overview of the various IT skills required in business, including those for operating computer systems and IT infrastructure.

    Developing your employees’ digital skills is key to helping them succeed in the modern workplace. To support effective training, it’s important to understand the different types of information technology (IT) skills your staff may need.

    Basic digital literacy

    This focuses on the essential skills employees need to use everyday devices and software. It includes tasks like using computers, sending emails, browsing the internet, and working with tools such as word processors and spreadsheets. It’s especially important for employees who have limited or no digital skills.

    Job-specific or application-oriented skills

    Technical training programmes help employees gain the IT knowledge they need for their specific roles. For example, learning to use industry-specific software, such as accounting or customer management tools, or mastering advanced features in programs like Excel. This is targeted at employees who need particular skills to carry out their job tasks effectively.

    IT support skills

    Development focuses on helping staff maintain and fix IT systems, both hardware and software. It includes topics like troubleshooting computer issues, managing networks, and basic device repairs. This is aimed at IT support staff or those in technical roles within your business.

    Cyber security awareness

    General awareness of cyber risks is essential for ensuring all employees understand the importance of protecting your organisation’s systems and data. Basic training will cover areas like recognising phishing attempts, creating strong passwords, securing devices, and understanding data protection regulations. You should provide this type of training to all employees, as everyone plays a role in supporting the cyber security of your organisation.

    Advanced IT and software development

    Bespoke or advanced training may be required for employees involved in the development and management of complex systems or software. For example, programming languages, database management, and cloud computing. Such training is primarily designed for IT specialists, developers, and those working on technical projects.

    Leadership and IT management skills

    Various training options are available for those managing IT teams, projects, or strategies, teaching skills like IT project management, leadership in technology environments, and using IT to achieve business goals. This sort of development is crucial for managers and senior staff in charge of IT operations.

    Compliance and legal training

    This helps staff understand the legal and regulatory requirements surrounding IT use. It includes topics like data protection laws (eg General Data Protection Regulation, or GDPR), intellectual property, and IT-related legal matters. This is particularly important for HR or legal teams, or anyone who handles sensitive company data.

    Each category addresses different skill levels and requirements, ensuring your staff are equipped to perform their roles effectively and safely. You should carry out an IT training and learning needs analysis to tailor skills development to the specific needs of your business and workforce.

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  • IT training and learning needs analysis

    Find out how to carry out a training and learning needs analysis to work out what IT skills your business needs.

    Before arranging IT training for your staff, you should carry out a training and learning needs analysis (TLNA). This will ensure that your training is cost-effective and better received.

    Training needs analysis for IT skills

    Training needs analysis can be very sophisticated, but a simple approach is suitable for most small businesses. The goal of a training needs analysis is to:

    • decide if training is really needed
    • find any causes of poor performance
    • decide on the content and scope of training
    • define the required training outcomes

    Training needs analysis stages

    Typically, you can carry out an IT training needs analysis in stages:

    1. Identify the problem

    Decide which business issues you need to address. For example, you may need to improve productivity in producing reports for clients. This may involve different staff carrying out different roles.

    2. Plan the TLNA

    This work will involve some or all of your staff. It's important to have a clear plan for the training needs analysis and keep all those involved informed. Tell staff how long the exercise will last, who you will interview and the outcomes that you expect from the TLNA.

    3. Collect information

    Interview your staff so that you understand their current IT skill levels. In a small business, this can be a fairly informal process. If you need basic office skills, you can use the European Computer Driving Licence (ECDL), now commonly rebranded as ICDL (International Certification of Digital Literacy) to provide a structure for these interviews.

    4. Analyse information

    Review the interview results to determine where you should concentrate your training effort. Consider which training methods may fit your business.

    5. Develop a training action plan

    Define what training is needed by whom, and how soon, and develop a staff training plan.

    6. Communicate the results to your staff

    Once you identify your training needs, consider the ways in which you can deliver the required training. See more on the types of IT training available.

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  • Types of IT training available

    Staff training can take many forms and follow many different methods - find the one that fits your business.

    Staff training can take many forms and utilise many different methods. The right training can help you make the most of your investment in information technology (IT) systems.

    To determine what type and level of training your staff may need, you should carry out an IT training and learning needs analysis.

    Methods of IT training

    Depending on what IT skills your business needs, there are many sources and methods of training available, including:

    Internal training

    You can ask an experienced person within your business to train their co-workers or host a training session that focuses on a particular skill or task. This can be an inexpensive way to upskill your staff. Keep in mind that effective delivery of training is a skill in itself and you may need to source course material separately.

    Public courses

    You can book a training course with professional training providers or companies. The course can take place away from the workplace, often at the provider's own venue, and the price of the training may also include course material.

    In-house training

    You can hire training organisations, IT consultants or system suppliers to deliver bespoke training to your staff at your own premises. Larger organisations may find this type of training cost-effective if they have multiple employees with the same training needs. This is unlikely to be the case for small businesses with just a few staff.

    Online training

    Some training providers will offer computer-based training, most often delivered over the internet. These types of courses often provide businesses with a more cost-effective and flexible approach to staff training.

    Self-paced learning

    Some people may find learning on their own easier than taking a training course. You may wish to source some self-study books or manuals if you find that your employees best learn on their own.

    One-to-one

    In some circumstances, one-to-one delivery of training may best meet the learning needs of individuals. For example, many IT qualifications are based on experience gained in the workplace and are often highly practical in nature. The training required will often be given on a one-to-one basis that provides hands-on experience.

    Some training - such as webinars, interactive tutorials, learning videos, etc - may be available online free of charge. There are pros and cons to any type of training. Make sure that you consider all the options to find training methods to fit your business.

    Choosing your training provider

    Any business can set itself up as a training provider. When choosing training solutions, make sure that the provider is legitimate, accredited, with good references and that the training meets a recognised standard. See more on IT skills standards and qualifications.

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  • IT skills: Qualifications and certifications

    Upskill your staff with global and national IT certifications to boost digital skills and productivity in your business.

    In Northern Ireland, various IT qualifications are available to help businesses upskill their workforce. These range from globally recognised certifications to nationally recognised qualifications, catering to different levels of expertise and roles.

    Global standards and IT certifications

    Choosing the right qualification will ensure your employees are equipped with the necessary skills to succeed in the digital workplace.

    International Certification of Digital Literacy (ICDL)

    ICDL is a widely recognised qualification for basic to advanced digital skills. It covers areas like word processing, spreadsheets, presentations and online collaboration. The certification is accredited by the British Computer Society (BCS). Training and testing in Northern Ireland are available through BCS-approved centres.

    CompTIA certifications

    CompTIA stands for Computing Technology Industry Association and offers a range of vendor-neutral, industry-recognised certifications for different levels of IT knowledge. The core certifications are ideal for employees looking for broad IT skills for job roles in IT support, networking or cyber security. Find a list of CompTIA certifications.

    Microsoft certifications

    Microsoft offers certifications for IT professionals at fundamental, role-based, and specialist level. They help validate skills and expertise in working with Microsoft technologies across a range of categories, including infrastructure, data and artificial intelligence, digital apps, modern work, business applications and security. Free learning resources are available through Microsoft learn. Courses are delivered through a network of official learning partners, further education colleges and private IT training providers.

    Cisco certifications

    Cisco certifications are widespread in the IT and networking industry. They validate skills related to network administration, security, design and related IT fields, with a structured path that allows individuals to progress from entry-level to expert level-certifications. Training can be instructor-led or self-paced, online or in-person, through further education colleges, private training providers and global learning partners. Read about Cisco certifications.

    It is important to note that many certifications, particularly those from global providers, require recertification after a certain period.

    Sector-specific qualifications

    Specialised IT qualifications are designed to meet the unique needs of specific sectors or industries. For example, qualifications are available in areas such as:

    • accounting software training – for finance roles
    • CAD certifications – in architecture, engineering and product design

    As industries adopt emerging technologies, qualifications are increasingly expanding into new areas. For example:

    • artificial intelligence and machine learning training
    • cloud computing certifications
    • digital marketing tools and platforms accreditations

    These credentials can ensure staff are familiar with the latest industry tools and technologies, and can apply them effectively in their roles.

    National qualifications

    National qualifications provide recognised standards of learning and skills development, helping individuals gain the knowledge and expertise needed for various roles in the workplace. They are typically delivered by further education colleges, community organisations, and training providers.

    Essential Skills IT qualification

    These qualifications help employees develop essential digital skills at Level 1 and Level 2. They cover basic tasks like using devices, online communication, and staying safe online. In Northern Ireland, Essential Skills IT is free.

    Level 2 and 3 IT qualifications

    These qualifications offer more advanced skills in areas like IT user skills, systems support, and software development. They are designed for employees wanting to progress to more technical roles. See what different qualification levels mean in Northern Ireland.

    National Vocational Qualifications (NVQs) in IT

    NVQs are work-based and focus on practical skills in IT support, web development, and network administration. These are available at Level 2 to Level 4. Your staff can study them at work, at college or as part of an apprenticeship. Find out more about NVQs.

    There are various government-funded schemes and local initiatives in Northern Ireland to support IT skills development, particularly for small and medium-sized businesses. If you’re looking for training subsidies, check our Business Support Finder for funding options.

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  • Review the effectiveness of your IT training

    How to carry out a training review to evaluate the effectiveness of training and its impact on staff capabilities.

    Information technology (IT) training should aim to meet business objectives. You can use an IT training and learning needs analysis to decide who needs training, and in what skills.

    Once your staff complete their training, make sure that they have the opportunity to use and reinforce their new skills. Without this immediate practice, much of the benefits of the training can be lost.

    How to evaluate the effectiveness of training?

    You can evaluate the effectiveness of the training by reviewing the capabilities of your employees in the relevant set of skills, before and after training.

    A good way to do this is to:

    • speak to staff and ask them how well they are able to carry out the tasks that they were trained on
    • seek feedback on trainers who delivered the training
    • monitor changes in staff performance and efficiency after the training
    • monitor the need for external support in this particular IT area

    Understanding the impact of the training can help you select better training suppliers and courses in the future.

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  • Outsourcing IT and technical support

    Examine technical support options for your business and decide if in-house or third-party support is right for you.

    The complex nature of computers and applications means that problems with hardware or software are inevitable. Some form of technical support is essential for ensuring the continuity of information technology (IT) systems used by your business.

    Reactive vs. proactive technical support

    Technical support can be categorised in two ways:

    • reactive support is concerned with responding to problems as they occur and identifying and supplying solutions
    • proactive support attempts to ensure that systems are properly maintained and monitored to find potential problems and fix them before they become major issues

    Both types of technical support are available as either in-house or externally sourced solutions.

    Advantages of in-house support over outsourcing IT

    The main advantage of providing in-house IT support is that you can deal with problems quickly and provide proactive support more easily. However, employing dedicated IT staff can be expensive.

    Contracting out or outsourcing IT support to third parties is more common. It tends to be more cost-effective because you seek and get support as required. The support service is:

    • usually accessed via a telephone helpdesk
    • often supplemented by email communications

    If you can't resolve a problem over email or phone, it will be escalated. If an on-site visit is required it usually costs extra.

    If you are considering outsourcing your IT support to a third-party provider, it is best to choose someone based on a personal recommendation as the quality of service can vary.

    Bear in mind that you might compromise your customers' rights and void any potential warranties if you have the equipment serviced by an unauthorised third party.

    Read about the different types of outsourcing services and their advantages and disadvantages.

    Support for your business software and hardware

    Most software manufacturers provide remote support for a limited period. Typically this will be from 30 days to one year, with the option to purchase additional support as required.

    Outsourced support isn't usually an option with hardware, as problems often require some form of physical intervention. However, warranties may require faulty equipment to be returned to the supplier rather than being repaired on-site by an engineer. This could mean that you are without key equipment for the duration of the repair if a replacement hasn't been provided.

    Before you buy any IT equipment, you should look into the length of the warranty, and service levels during the warranty and after it.

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  • Checklist: Choosing an IT training provider

    Questions to ask potential IT training providers to make sure you choose the right training solution for your business.

    With many options available, choosing an information technology (IT) training provider can be difficult. Before committing to a particular course or entering into a technical support contract, it can help to ask the following questions:

    • How long has the supplier been established?
    • What training materials and documentation are provided to attendees of the training company's courses?
    • Does the training company offer any materials for evaluation purposes so that you can try them before you buy?
    • Does the training company conduct a training needs analysis and offer consultancy? If so, at what rates?
    • Are training costs based on the number of students or is there a set charge for a particular course?
    • Is the training company prepared to provide training on-site? What facilities will be needed, eg room layout, equipment, etc?
    • What are the specific costs associated with the provision of technical support, eg an annual cost or renewable subscription, a charge per PC being supported, charges based on the number of users, etc?
    • What procedures are in place to escalate support calls to ensure that they progress towards a solution?
    • Is the technical support supplier prepared to make on-site visits to address and rectify technical issues with your systems? If so, what are the charges associated with such services?
    • What qualifications do the supplier's technicians hold? Are they fully qualified or certified by the manufacturers to support and maintain your IT hardware and software?
    • Can the support company provide references for you to contact?

    Get help with ICT

    If you are a business located in Northern Ireland, and you need assistance with ICT issues or with assessing your business' skills requirements, you may be able to get practical advice and help from Invest Northern Ireland. 

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Characteristics of a user-friendly website

In this guide:

  • Planning your website

    How to set clear objectives for your website, plan its purpose and work out its structure, design and content.

    Planning is essential when it comes to designing a website. Lack of planning can lead to money lost, poor user experience and a website that reflects negatively on your business.

    Website project planning

    Website planning begins by first identifying your website's exact purpose. Typical reasons why businesses develop websites include:

    • building brand awareness
    • finding new customers
    • saving money
    • selling products
    • providing improved customer support

    The key to effective planning is realising that you are not building a website for yourself. You're creating it for your prospective audience, which can include your current and potential customers, new prospects, stakeholders, suppliers and partners.

    Website content planning

    Decide on the type of content you will need to support the objectives of your site and how to present this online. Think about balancing the amount of text, images and interactive content that you wish to publish on your site. Look at what your competitors are doing and try to understand what the business opportunities are for your website.

    Learn as much as you can about the audience you are trying to reach. Think about:

    • what will make them visit your website
    • what they will want when they get there
    • what will encourage them to return

    If you are creating an e-commerce website, provide unique descriptions for your products or services. This will help with search engine optimisation and ensure that you stand apart from your competitors.

    Thorough market research will help you lay a firm foundation for your website. You will want to research your competitors, your products, your target markets and consider internal resources and processes to inform your project.

    See how to set up an e-commerce website (video tutorial).

    When you are planning content for your site, don't forget you are legally required to publish certain company information - see business websites: legal requirements.

    Website structure planning

    When it comes to planning your website, it may help to map out its structure in a diagram or by using wireframes. You can do this on paper or with simple digital tools like Word or PowerPoint.

    A key structural element is a site map, often shaped like a flow chart. You can build a site map in Word, or with specialised commercial software and even some freeware. An outline with bulleted lists and indentations can serve the same purpose. Indicate pages, sub-pages and other structural breaks elements that will make up your website.

    Make your customer's journey on your site as effective and efficient as possible - the principles of user-centred design can help with this.

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  • Business websites: legal requirements

    Understand the laws and regulations affecting websites, including those that require you to publish certain information on your business website.

    As a UK-registered business, you will need to disclose certain information about your company on your website. This is a legal requirement. Failure to comply can result in fines, action taken by the regulators, customers or consumer protection bodies, and damage to your reputation.

    Is your business website legal?

    You must display registered information relating to the identity of your business. This includes:

    • company name
    • registered number
    • place of registration
    • registered office address
    • contact details, including an email address
    • details of how to contact the business by non-electronic means
    • the VAT number of business, if applicable
    • details of any trade body or regulator registration

    For sole traders and partnerships, you must display the address of the primary place of business. If the company is being wound up, you must also display this on your website.

    This information doesn't have to be on every page of your website, but it must be easily found. For example, you might want to put it on the 'contact us' or 'about us' page. Some websites have this information in the footer section of each page.

    Privacy information

    As well as registered information, you must also publish on your site:

    • a privacy notice - to explain what personal data you collect and how you use it
    • a cookie disclosure - to explain how you use cookies on your site
    • a disclaimer - to outline liability for the use of your website and its information

    Read about privacy information under the UK General Data Protection Regulation.

    Cookie information and consent

    Under privacy laws, you must tell people if you set cookies on your website, unless those cookies are essential to provide an online service at someone's request (for example, to remember what's in their online basket, or to ensure security in online banking).

    You must explain in a clear statement what cookies do and why, and - if no exemptions apply - you must also seek users' consent to the use of cookies by giving them an option to accept or refuse their placement on their devices. You can use pop-ups, splash pages, message bars, banners or other solutions to seek consent.

    Your cookie statement can be a standalone page on your website or included with your privacy policy. The Information Commissioner's Office provides more information about cookies and similar technologies.

    See our sample privacy notice and sample website disclaimer if you need these documents for your business.

    Selling to consumers

    If you sell online, you must also include on your website:

    These are all required as part of the consumer protection regulations. As a website operator, you will also have a legal duty to address any web accessibility issues on your website.

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  • Main technical issues in web design

    Find out how browsers, screen resolutions and download speeds affect website design.

    Before you create a website, you should consider the technical issues relating to web design, specifically:

    • browser compatibility
    • screen resolutions
    • web technologies
    • internet speed

    Browser issues

    Web pages should be able to display across different browsers, including Firefox, Chrome, Edge (successor to Internet Explorer), Safari and Opera.

    When building your site, test your web pages for browser compatibility issues in as many browsers and operating systems as you can. Remember to test on most recent browser versions, as well as the older ones - not all of your visitors may be using up-to-date software.

    If you are updating an existing site, use web analytics tools to see what browsers your customers are currently using to access your website.

    Screen resolutions

    According to Statcounter, GlobaStats, the most common screen resolution sizes in recent years have been:

    • 1366x768 pixels for desktops
    • 375x667 pixels for mobile screens
    • 768x1024 pixels for tablets

    Higher resolutions, such as 1920x1080 pixels for desktops and 414x896 for mobiles, have gained in popularity over the last year. It's important to consider these sizes carefully. If you design your website for higher resolutions, some low-resolution screens and older devices may not be able to display all of your content. Read about mobile web design best practices.

    Download speeds

    Not all internet users have high-speed access, so connection speed should also influence your webpage design. Research suggests that:

    • nearly half of web users expect a webpage to load in 2 seconds or less
    • 40 per cent of people abandon a website that takes more than 3 seconds to load

    Too many images or rich media - such as animations or video - will slow down the speed at which your webpage loads. This can result in your customers leaving the site. Since page speed is a ranking factor, slow speeds can also hurt your search ranking.

    Try to keep file and image sizes to a minimum. For context, the average size of a desktop web page in 2022 was 2286.3KB and of a mobile web page was 2006.6KB. (Source: HTTP Archive data)

    Technology

    Some web technologies can prevent users from viewing your site or affect indexing of your website by search engines. These include:

    • HTML frames
    • Javascript
    • Flash
    • AJAX

    If using these technologies, consider the potential risks to the usability and accessibility of your website. See more on web accessibility issues and learn how to design a user-friendly website.

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  • Web accessibility issues

    If your business has a website, it should be accessible to disabled users for ethical, commercial and legal reasons.

    In Northern Ireland, the Disability Discrimination Act 1995 (DDA) makes it illegal for a website provider to discriminate against a disabled person.

    In practice, this means that a website providing goods or services to the public must be designed in a way that allows disabled people to access them, eg by using auxiliary aids or services such as screen readers.

    The DDA still applies in Northern Ireland but elsewhere in the UK it has been repealed and replaced by the Equality Act 2010.

    What is accessibility on a website?

    Accessibility describes the practice of enabling access to websites for people with disabilities. It aims to address all the different needs of users, including those with visual, mobility, auditory and cognitive difficulties.

    What are the Web Accessibility Standards?

    The World Wide Web Consortium (W3C) has produced a number of accepted accessibility guidelines for websites. These set out three levels of conformance:

    •  A (priority 1) – the minimum level of access has been met
    •  AA (priority 2) – an acceptable level of access has been met
    •  AAA (priority 3) – a completely accessible website

    The UK government recommends that websites must satisfy priority 1 and should satisfy priority 2 of the guidelines.

    Is your company website accessible?

    You can use a range of free online tools and services to check if your site is accessible.

    Reasonable adjustments for disabled website users

    If your website isn't accessible, it may put a disabled person at a substantial disadvantage compared to people who are not disabled. You may be required under the DDA to make 'reasonable adjustments'.

    This means that, by law, you must:

    • change a practice, policy or procedure that makes it impossible or unreasonably difficult for disabled people to use your service - eg using very small text that puts vision-impaired people at a disadvantage
    • provide an auxiliary aid or service if it would enable (or make it easier for) disabled people to use the service - eg offering an alternative point and click interface for visitors that can't use a keyboard

    The Equality Commission for Northern Ireland (ECNI) has published a range of resources that deal with the rights of access to goods, facilities, services (including online services) and premises. These resources include:

    • advisory guides for employers and service providers
    • good practice videos
    • publications and relevant codes of practice
    • customisable templates, checklists and policies
    • links to further help and advice from other organisations

    Browse ECNI's resources on accessible goods and services.

    How to make a website accessible?

    People with different abilities will navigate websites in different ways, depending on their needs and preferences. Some may configure standard software and hardware to suit their needs. Others may use specialized software or hardware that helps them perform certain tasks.

    You can make many adjustments to help disabled people to use your website - see suggestions of our best practices for accessible websites.

    The WC3 website provides detailed guidance and resources on getting started with web accessibility.

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  • Best practices for accessible websites

    Find out how to comply with accessibility legislation and make your website accessible to users with a wide range of abilities.

    Accessibility is an important part of web design. For public authorities and commercial websites in Northern Ireland, it is also a legal requirement under the Disability Discrimination Act 1995.

    Why is web accessibility so important?

    People with disabilities use a wide range of tools and techniques to help them navigate the web. For example, some may configure standard software such as browsers to their specific needs. Other users may prefer to use specialised tools, eg screen or text readers, assistive scanning keyboards, etc.

    For these tools to work, you must build websites and applications in a way that supports the use of assistive technologies.

    How to improve web accessibility

    If you are building a website from scratch or redesigning it, make sure that you develop HTML-compliant and accessible pages from the outset. Use cascading style sheets where possible to separate content from presentation. This can give you more flexibility and improve the accessibility of your content.

    At the very least, you should address these basic accessibility considerations:

    Keyboard accessibility

    Users should be able to tab around the screen to access each area of the site, including close any potential pop-up windows without using the mouse. Visually impaired users may not be able to see a cursor and may rely on text-to-speech software to tell them where the focus is on the page.

    Consider colour contrast

    Contrast ratio between text and background needs to meet minimum standards to ensure those with visual impairments or reading disability can still access the site. Colour is a strong design element, but avoid using it to convey information. It will be inaccessible to colour-blind people, as well as screen readers.

    Mark-up site structure

    Use headings, lists, tables and other structural elements to give meaning to a web page or order of information. Make sure that all functionality is available from a keyboard or via screen reader and that you provide headings in an appropriate hierarchical order to aid navigation and understanding.

    Use headers for data tables

    If you are using tabular data, introduce table headers so that screen readers can understand them.

    Provide text alternative for images

    Text alternatives convey the purpose of an image or function to provide an equivalent user experience. They are commonly added to graphic content, such as pictures, icons, button, illustrations and charts. They help people who have visual impairments and may rely on screen readers to navigate a site.

    Provide captions, narrations or transcripts for media

    This applies to videos, archived audios as well as live audio.

    Label form content correctly

    Every form element, such as text field, checkbox or dropdown list, should be marked using the 'label' element. Users should be able to navigate, understand and input form data without being able to see the page (using a screen reader). This includes recovery from any errors, such as the failure to fill in all required fields.

    Make links understandable

    Screen reader users may choose to read only the links on a web page, so link text should make sense even if read out of context. Avoid ambiguous phrases like 'clink here' or 'more'.

    Distinguish between different types of content

    This includes PDF files, Word documents, PowerPoint presentations and flash content. If you can't make them accessible, consider using HTML or alternative. Users should be able to navigate and read any downloadable material by using assistive technology.

    Allow users to skip repetitive elements on the page

    Provide a 'skip to main content' or 'skip navigation' link to help a user with impaired mobility or relying on a screen reader to access content more quickly.

    Provide clear and easy-to-read content

    Content should be accessible to people with diverse cognitive abilities as well. Write it in plain English and make it as simple, and as easy to read as possible.

    Please note this is not a complete list of all accessibility requirements. These are only some of the main considerations of accessible design. You can implement most of these easily without any effect on your site's look and feel.

    For more recommendations, see W3C's detailed guidance on accessibility principles.

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  • Characteristics of a user-friendly website

    Understand why usability matters in web design and how to design your website to meet user requirements.

    User-friendly design - or usability - is crucial to the success of any website. It plays a great role in improving the performance of your site, meeting the needs of your audience and increasing user satisfaction.

    What is user-friendliness?

    User-friendly is a term that describes features and functions that make using a device, system or website easier. There are many ways to define 'user-friendly' and many more ways to put this concept into practice across your website or application.

    Examples of user-friendly elements may include:

    • graphical user interfaces (GUIs)
    • descriptive navigations
    • visual cues
    • online help systems
    • customisation

    Tips for building a user-friendly website

    Here are some essential characteristics you should include in your website to make sure your visitors find the information they need quickly and easily.

    User interaction

    While you are planning your website, think about:

    • who your users are
    • what they will want to do when they come to your site
    • how they will want to interact with your website
    • how you can use links to help the user navigate around your site

    Use linked text and short descriptions, and organise links into related topics. When using internal links, make sure that the user always knows where they are and what they need to do to return to the higher levels of the site. Remember also to follow best practices for accessible websites.

    Hierarchy of information

    Don't make users navigate through too many layers of the site to find the information they want. Provide clear navigation aids so the user can quickly find the information they need. A standard navigation bar that is in the same place on every page enables the user to move quickly through the site. Follow accepted conventions for website navigation - this will help make your website more intuitive for the user.

    Amount and placement of content

    Consider how much content you should put on a webpage. Avoid putting too much, as it may prevent the user from locating the information they need. Use links to divide content between pages. Use elements like headings and subheadings to help users scan the page before reading it in more detail.

    Also, think about where you place elements on the page. For example, marketing messages or 'calls to action' may be more effective if placed 'above the fold'. This refers to the area of the page that is immediately visible once the page has loaded and before the user has scrolled down the page in the browser window. Find out how to plan your website content and structure.

    Mobile compatibility

    People are increasingly using mobile phones and tablets to access the internet, so optimising your website for mobile is a necessity. See more on mobile website design best practices.

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  • Consistency in web design

    Understand how visual elements of website design, including branding and design continuity, can affect the success of your website.

    Consistency is a key factor in web design for both visual elements and functionality. Consistency ensures that your website looks coherent and works harmoniously across all its different elements, such as headers, footers, sidebars and navigation bars. It also:

    • gives your users a more positive experience
    • enables users to carry out tasks more quickly and efficiently
    • improves usability and learnability of your website
    • eliminates pain points and difficult navigation
    • saves money and time on design

    Consistent navigation

    Navigation elements offer users a road map to all the different areas and information within the site. In order to work effectively, navigation should be clear and consistent across your website.

    Visitors to your website should be able to move from page-to-page easily and always know where they are. Difficult website navigation can tempt them to leave your site.

    Page layouts and menu structure

    It is a good idea to use templates to create a common page layout across your site. Create smooth transitions between pages by having consistent elements on each page. For example:

    • have menus in the same position on each page
    • have same fonts and colours throughout the site
    • have a clear, visual hierarchy to the elements on your page
    • ensure that your business logo appears on each page
    • make sure that your logo links back to the homepage
    • include a search box on each page in the same location

    You should also consider the placement of any marketing messages and 'calls to action', such as newsletter sign-up, special offers or discounted products or services. Place these prominently as positioning can improve customer response rates.

    Fonts and typography

    Designing for a website restricts your font choices. If you specify a font that a user does not have on their computer or mobile device, their browser will substitute a default font, changing the look of the page.

    It is best practice to choose standard fonts for pages and specify a font family - this will help reduce the possibility of the page being displayed using system fonts. The web page will also look clearer if you choose fewer fonts and type sizes.

    Remember to test your web pages on multiple browsers to see what effect these have on the overall appearance.

    Branding in web design

    If you already have a recognisable brand or image, make sure to incorporate it into your design. Your website should:

    • reinforce your corporate brand
    • use your company logo consistently throughout the site
    • be part of your wider marketing strategy in an attempt to reach your target audience

    While you are making sure that your website is consistent and true to your brand, don't forget it also needs to be accessible and usable. Read about web accessibility issues.

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  • Website navigation best practice

    How to develop a simple and consistent navigation scheme to help visitors quickly find the information they require.

    When it comes to websites, the navigation acts like a compass guiding users to different areas around the site. Keeping it simple, organised and consistent throughout the website helps with the overall user experience.

    Navigation bars and buttons

    Navigation menus are most often placed horizontally at the top of a website, or vertically on the left. It is important to be:

    • consistent with the placement of navigation - this can increase the visual appeal of your design and make it easier for the users to find their way around your site
    • clear and concise when assigning categories in your navigation - this can help users to quickly and easily access information about your company or products

    Remember also that every graphic you add to your website for navigational purposes increases the download time for the user, so keep navigation buttons simple and reuse the same ones throughout your site.

    Ease of finding information

    The success of your website will largely depend on how easy it is for users to find the information that they require. In addition to providing good navigation, you can help your users find information by including:

    • a site map
    • a search facility
    • well-organised content
    • content planned and tested with users in mind

    You can also use links within your site to relate different ideas or content. Try to anticipate what information users are likely to want next, but at the same time leave them free to make their own navigational choices.

    The 'three click rule'

    The 'three click rule' is an unofficial design rule that suggests that users should be able to find any information on your site within no more than three mouse clicks. This may not always be achievable if you are designing a large site. In this case, keeping the user informed of where they are, where they have come from and where they are going, should be enough to keep them on task.

    If your website is large or has a complex structure, consider using a breadcrumb trail to show users where they are within the website. This will help with navigation and can also improve your visibility in the search engines. For more, see search engine optimisation.

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  • Mobile web design best practice

    Find out how to create a mobile-friendly website, and choose between mobile-dedicated, responsive or adaptive design.

    Mobile web design is necessary for most modern businesses. Devices such as smartphones and tablets are widespread and people are increasingly using them to shop, interact and conduct business online.

    If your company relies on a desktop website, at the very least you should check how compatible it is with mobile devices. If your customers can't access your website on the go, you may well be missing out on potential sales and business.

    How to create a mobile-friendly website?

    You can take different approaches to create a mobile-friendly website. The three most common strategies are:

    • responsive design
    • adaptive design
    • designing a separate mobile version of your website

    There are pros and cons to each. What is best for your business will depend on your circumstances, your existing website and the experience you wish to provide to your customers.

    What is responsive design?

    Responsive web design involves using HTML and CSS to create grids, layouts and other website elements that automatically respond and adapt to the user's device based on screen size, platform and orientation.

    Such design provides an optimal viewing experience across a wide range of devices. It also removes the need to have two separate versions of the website and duplicate content. This makes responsive sites easier to maintain and configure for search engines. Learn more about responsive web design.

    Responsive vs adaptive design

    Adaptive design involves creating several distinct layouts for specific screen sizes, including mobile phones, tablets and desktop computers. The website detects the type of device a user is accessing from and delivers the pre-set layout for that particular device.

    This can work well and preserve resources if you wish to retrofit an existing desktop site. However, the results don't always display optimally on a wide variety of screen sizes. Most new websites now use responsive as it takes less work to build and maintain.

    Separate website for mobile and desktop

    Some businesses choose to take the 'separate websites' approach. They create mobile-dedicated websites designed specifically for mobile devices.

    This strategy uses server-side logic to send a different version of the site to a user depending on the device they are using. There are typically higher costs associated with maintenance of, what is effectively, two different versions of the site, and greater potential for issues around search engine indexation.

    Tips for mobile web design

    When designing a mobile website, regardless of the approach you take, basic web design principles still apply. Keep the website as simple as possible and consider:

    • Using CSS layouts (cascading style sheets) - to support cross platform compatibility.
    • Page layout and information hierarchy given the limited screen space - divide content into smaller segments across pages to minimise download time and make them easier to read.
    • The types of content that you use - eg the use of rich media (including animations and video). These will increase download times and may not be supported across all devices.
    • The placement of navigation and its ease of use on mobile devices - consider visual cues to provide a better user experience. Use spacing between buttons to extend the clickable area.
    • Use mobile-appropriate technology - such as drop-down lists or radio buttons for information input, rather than entering free text (which can be difficult on a keypad).
    • Optimising e-commerce functionality for mobile, eg the shopping cart - reduce the steps customers have to take to complete a purchase to improve conversion rates.
    • If you have a separate mobile version of your website, as opposed to a responsive site, always give users the option to visit your main website and vice versa.

    See also mobile marketing and m-commerce.

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Internet and email security issues

In this guide:

  • Using the internet for business

    Reasons for using the internet in business, main considerations and common pitfalls businesses should be aware of.

    If you plan to use the internet for business purposes, there are some key issues to consider. Your choices will affect how you exploit the opportunities available and how your customers interact with you.

    Connecting your business to the internet

    Dial-up internet is no longer available from major telecom suppliers. Most businesses nowadays use a business internet connection delivered through their phone line (either standard or superfast fibre) or a mobile connection (available from mobile phone networks).

    Using the internet for business purposes

    Businesses generally use the internet for several reasons:

    • researching competitors
    • buying or selling products or services
    • monitoring and measuring customer interest
    • finding new customers
    • promoting their business online

    Most modern-day businesses would struggle to operate, advertise or communicate with their customers without the use of the internet.

    Do you need a website for your business?

    Many businesses benefit from having at least a basic website that offers contact details, location, products and services, prices or rates, etc. However, not all businesses necessarily need a website. Think carefully about your objectives. Typical reasons to have a website include:

    • building brand awareness
    • reducing costs
    • selling your products and services
    • improving customer support
    • showcasing work

    Consider what customers want from your site, and how you can attract them and encourage them to return. Think about how you can use your website to create an online community around your product or service. Find out how to set up a small business website.

    If you decide to have a website, you should choose your web hosting solution carefully. Most businesses use an internet service provider (ISP) or a third-party host. 

    Disadvantages of using the internet for business

    Although there are many advantages of using internet in business, there are some potential pitfalls to keep in mind. For example:

    • consumers may be wary of buying products or services online
    • communication between you and your customer may feel impersonal
    • competition may copy your ideas or online success
    • conducting business on the internet is subject to several laws

    Read more about the common e-commerce pitfalls.

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  • Advantages of using internet in business

    Using internet in business can increase your profits, reduce costs and help you work more productively.

    There are many advantages to using the internet in business. It can help you to work more effectively and productively, and grow your business more quickly.

    Key benefits of using the internet in business

    Your business can use the internet to increase:

    • profits
    • visibility
    • customer base
    • customer support options
    • opening hours (since the internet is 'on' 24 hours a day)
    • cost savings
    • networking opportunities
    • research capabilities
    • marketing options, including digital communications and automation
    • workplace and business efficiency
    • operational flexibility and productivity, eg remote working or outsourcing
    • data storage and management capabilities, eg through the cloud
    • access to a diverse range of business tools and applications

    See more on using the internet for business.

    Using the internet to manage corporate networks

    Use of the internet is essential if you want to build secure corporate networks, such as:

    • extranets - where your customers or suppliers can access information like stock levels, delivery times or progress reports
    • virtual private networks or VPNs - where you can safely share resources and confidential information between staff or with selected outsiders (eg customers and suppliers)

    Read more about the benefits of intranets and extranets and advanced computer networks such as VPNs.

    Using the internet to outsource your IT

    Some businesses make use of the internet to outsource different jobs or tasks. Rather than doing things in-house, you can use the labour, expertise and technology of other businesses. For example, you may outsource your:

    • data storage
    • e-commerce functionality
    • website maintenance
    • IT support
    • accountancy or payroll processing

    By outsourcing your IT, you can reduce capital expenditure on IT hardware, software and training, reduce maintenance costs and easily scale services as and when you need them. Read more about the advantages and disadvantages of outsourcing.

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  • Types of e-commerce business models

    Basic e-commerce models are business to business (B2B) or business to consumer (B2C), although other models exist.

    The internet can open up new e-commerce opportunities for your business to buy, sell or exchange goods or services online. It is important to understand the different types of e-commerce models that exist and find the one that best suits your business.

    Seven types of e-business retail structures

    The primary e-commerce models broadly cover two main categories:

    • business to consumer (B2C) - selling products/services directly to consumers
    • business to business (B2B) - selling goods/services to other businesses

    Other models cover different types of business relationships, including:

    • consumer to consumer (C2C) - where consumers pay a commission to buy and sell items
    • consumer to business (C2B) - where a sole proprietor may be serving a larger business
    • business to government (B2G) - for businesses whose sole clients are government
    • government to business (G2B) - for government sales to private businesses
    • government to citizen (G2C) - for government sales to the general public

    B2C e-commerce model

    A B2C model focuses on selling goods and products directly to individual customers. It typically requires one of two things:

    • a website with an online shop front
    • using an online marketplace

    Consumers can browse your products online, decide to make a purchase and proceed to an electronic checkout where some form of payment processing will take place. This will typically be via a merchant account set up through an acquiring bank, which is capable of processing credit and debit cards, or a payment processing provider.

    See more on accepting online payments.

    B2B e-commerce model

    A B2B model operates by providing products from one business to another, through either online auctions or e-marketplaces.

    Online auctions are computerised versions of traditional auctions where buyers set the prices and bid against each other. For example, an online auction might specialise in services for buyers and sellers of chemical feedstocks, chemicals, plastics, and related products. There are two main types of online auctions:

    • forward auctions - lots are sold to the highest bidder
    • reverse auctions - suppliers compete on price and the lowest bid wins the business

    E-marketplaces specifically for B2B usually offer discounts for large quantities of goods. These are websites where buyers and sellers trade goods and services online. Online marketplaces vary according to the size and number of companies using them and the type of commodity traded. For more information, see e-marketplaces, online auctions and exchanges.

    5 most common e-commerce business models

    There are many ways you can run an e-commerce business. Some are easier to set up than others. They generally fall under five categories:

    • dropshipping - where you sell items on your website that someone else manufactures and ships to your customer
    • wholesaling and warehousing - where you buy products in bulk and store them in a warehouse (usually for B2B market)
    • white-labelling - where you have a contract that allows you to put your brand on the product as if you are the manufacturer
    • manufacturing - where you're paying to have the products created for you and you fulfil the order yourself
    • subscription-based - where you rely on a subscription model that delivers your products to customers at regular, scheduled intervals

    Read more about planning for e-commerce.

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  • Promoting your business online

    Low-cost ways to promote and market your business, products or services on the internet.

    Online promotion is vital for almost any modern-day business, especially for start-up businesses, those launching new products or services, or businesses with a limited marketing budget.

    How can you promote your business on the internet?

    There are countless ways of promoting your business online. Many are free or low-cost, while some may require finance. Here are some of the most common ways of marketing your business on the internet:

    Create a website

    A website will allow customers to find information on your business or buy your products and services 24/7. Setting up a website doesn't have to be complicated or expensive. Many web service providers offer free (though often limited solutions) or simple, guided steps to help you create your site. See how to set up a small business website.

    Create quality content

    Content is arguably the most important thing on your website. Good content can convert your site's visitors into customers, boost your image, increase your visibility through search engines and enhance your relationship with customers, suppliers and the public. Follow best practices for content marketing.

    Optimise for search

    Visibility in search results is key to your online success. Search engine optimisation (SEO) can help you improve ranking for your website for keywords relevant to your business, products or services, making your offering easier to find. SEO techniques are varied, but the main ones tend to focus on website design and structure, keyword selection, quality content and links.

    Use social media

    Social media networks can help you syndicate, distribute and promote content to generate traffic to your website or boost interest in your business. They can help you create a community around your brand, extend your business reach and engage with your potential customers with relative ease and little cost. Read about social media best practices for business.

    Use email marketing

    Reach out to your customers by creating and sending them regular content (eg newsletters, offers, updates, etc) to help drive traffic to your website and increase customer engagement. Email marketing can be a quick and cost-effective way of promoting your website and business online.

    Use paid advertising

    Pay-per-click and paid search advertising can help you promote your business, products or services by placing ads on search engines, other websites or social media networks. Options include display advertising, social media advertising, affiliate marketing, paid search and others.

    You can use other digital channels such as online PR, viral and mobile marketing as part of the marketing mix to help drive traffic to your website.

    Benefits of having a digital marketing plan

    A planned, targeted digital marketing campaign can reach customers at a much lower cost than traditional marketing methods. Digital marketing also provides you with trackable, measurable results, so that you can see how effective your campaign has been and how customers respond to different campaigns. See how to develop a digital marketing plan.

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  • Using email for business communication and marketing

    Different ways you can use email to enhance your business operations, including marketing and communications.

    Email is a powerful, low-cost communication tool that businesses are using to promote their goods and services, improve customer experience and work more efficiently.

    Why are emails important in business?

    Email is a highly effective form of business communication. Four primary uses of email in business include:

    • internal company communication
    • external communication, eg with business partners, suppliers, stakeholders, etc
    • customer support
    • marketing to customers

    Importance of emails in customer service

    Email can greatly improve customer service. Encouraging customers to contact you by email can benefit both parties - they do not have to wait on the phone or call during working hours, and you do not have to respond immediately, which can free up staff from answering the phone.

    It's important, however, to follow the right etiquette when providing customer service over email. Keep communications prompt, professional and helpful. If applicable, consider using features such as auto-replies, receipt confirmations, support ticketing and tracking systems, to help you manage your customer service.

    In business, the benefits of emails are undeniable. Email is a quick and easy, low-cost and easily documented means of communication. See other advantages and disadvantages of using email for business

    How to use emails in marketing?

    Email marketing allows you to send quick, cost-effective targeted messages to your customers. You can segment your marketing list and tailor your email messages based on customer preferences.

    Unlike other forms of marketing, recipients can forward emails easily and quickly to their colleagues or friends. Encouraging them to do so is known as viral marketing.

    Email marketing is effective because it is a personal, time-sensitive interaction. When creating your email campaigns, you should:

    • use customer segmentation to target your campaigns
    • make the 'call to action' clear and place it 'above the fold' in the email
    • create both HTML and text versions to ensure cross-platform compatibility
    • avoid using spam to increase deliverability
    • avoid over-using, as it is likely to get deleted as irrelevant or unwanted
    • evaluate your campaign's success

    Find out more about email marketing.

    You must only send emails to those people who have agreed to be contacted, ie those who have opted-in to receive your marketing messages. Read more about email marketing and privacy law.

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  • Advantages and disadvantages of using email for business

    Understand the key benefits and downsides of using email for business, and how to use email technology more effectively.

    Email is an important method of business communication that is fast, cheap, accessible and easily replicated. Using email can greatly benefit businesses as it provides efficient and effective ways to transmit all kinds of electronic data.

    Advantages of using email

    Email can increase efficiency, productivity and business readiness. Using email in business is:

    • cheap - sending email costs the same regardless of distance and the number of people you send it to
    • fast - an email should reach its recipient in minutes, or at the most within a few hours
    • convenient - your message will be stored until the recipient is ready to read it, and you can easily send the same message to a large number of people
    • permanent - you can keep a record of messages and replies, including details of when a message was received

    One of the main advantages of email is that you can quickly and easily send electronic files such as text documents, photos and data sheets to several contacts simultaneously by attaching the file to an email. Check with your internet service provider if there is a limit to the size of email attachments you can send. Some businesses may also limit the type and size of attachments that they are willing to receive.

    You can further increase your efficiency by setting up your email software to:

    • automatically create entries in your address book for every message you send or receive
    • respond to incoming emails automatically, eg to confirm receipt of an order, or to let people know that you are on leave or out of the office

    Disadvantages of using email

    Despite the benefits, email can pose certain risks that are worth being aware of, such as:

    • spam
    • viruses
    • data storage issues
    • data protection issues

    Unsolicited email can easily overwhelm your email system unless you install a firewall and anti-spam software. Viruses can spread through email attachments or links, and other internet and email security issues may arise, especially if you're using the cloud or remote access. Electronic storing space can also become a problem, particularly where emails with large attachments are widely distributed.

    The less formal nature of email can lead to careless or even libellous remarks being made which can damage your business. Equally risky is sending emails by mistake, where an email can go to the wrong person accidentally, potentially leaking confidential data and sensitive business information.

    To minimise these risks, you should create and implement an email and internet acceptable use policy for your business and take steps to minimise the likelihood of business data breach and theft.

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  • Internet and email security issues

    Understand the threats to your business from the internet and email usage, and ways to safeguard your business.

    Although the internet and email bring a range of business benefits, they also pose a number of potential security threats.

    Common email vulnerabilities

    Some of the most common email security threats are:

    • malware
    • spam and phishing
    • social engineering
    • malicious unauthorised access
    • unintentional acts by authorised users

    You should fully consider the possibility of malicious and fraudulent attacks by hackers, as well as the impact that viruses and denial-of-service attacks (ie attempts to disrupt your web or network services) could have on your IT systems.

    Email security safeguards

    Securing an email system is the responsibility of your business IT department and/or your email administrator. However, anyone who shares business information via your email network should be aware of the threats and risks involved.

    Common safeguards for protecting IT systems include:

    • Authentication - techniques to identify and verify anyone seeking to access an e-commerce system.
    • Access control - user restrictions to ensure users only access data and services for which they have been authorised.
    • Encryption - techniques to scramble data and protect information stored on a computer or transmitted over a network.
    • Firewall - hardware or software security devices that filter information passing between internal and external networks. A firewall controls access to the internet by internal users and prevents outside parties from gaining access to systems and information on the internal network.
    • Intrusion detection - products that monitor system and network activity in order to spot if someone is trying to gain access.
    • Anti-virus software - tools to detect viruses and prevent access to infected files.
    • Staff awareness - keeping staff aware of typical scams used to extract personal or sensitive information.

    You should protect all of your organisation's domains, including where your organisation uses common cloud email providers, such as Google G Suite and Microsoft Office 365.

    See a list of common cyber security measures and read more about cyber security for business.

    Create a good security policy

    An IT security policy should outline how you plan to protect your IT assets. It should emphasise:

    • the measures you will take
    • their importance to your business
    • the responsibilities of your staff

    For example, your policy should state that staff should regularly change passwords they use to access your email or IT system, not write them down or share them with anyone else.

    See email and internet acceptable use policy.

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  • Email and internet acceptable use policy

    An acceptable use policy can help limit risks and data breaches, ensure compliance and protect your business reputation.

    An acceptable use policy is a written document that sets out practices and restrictions regarding the use of company technology. It describes what employees can and can't do when using corporate computers, networks, websites or systems.

    Why might you need an acceptable use policy?

    Effective use of the internet and email can bring significant benefits to your business. However, unregulated use of technology can cause serious issues, such as employees:

    • wasting time surfing the internet
    • sending personal emails
    • clogging up the system with large attachments
    • exposing your IT systems to cyber threats, eg viruses, phishing emails, etc
    • sharing sensitive business information externally without authorisation
    • breaching data privacy laws and regulations

    An acceptable use policy can help you limit exposure to cyber risks and data breaches, ensure compliance and protect your business reputation.

    What is included in an acceptable use policy?

    An acceptable use policy should include:

    • a general statement regarding the safe and fair use of email and the internet
    • code of conduct setting out acceptable user behaviour, eg what websites the users may visit, how they should log on to the network, etc
    • details of unacceptable uses, eg violating the privacy of others, accessing or downloading offensive or indecent materials, infringing copyright, libelling or defaming other persons using the business' email system, etc
    • guidelines around 'netiquette', ie using appropriate language when emailing
    • consequences of breaching the policy

    Your acceptable use policy should also state under what circumstances - if any - you might monitor staff email and internet use, and how you will carry out such monitoring. Read about staff security and monitoring employees.

    The policy should be easy to read, concise and say clearly if you allow staff to use the internet and/or email for their purposes.

    Download our email and internet policy checklist (DOC, 13K).

    Sample acceptable use policies

    You can write your acceptable use policies or customise our sample documents for your business:

    For an acceptable use policy to be efficient, you should make staff aware of it, implement monitoring systems and set boundaries for site browsing, downloading, installing of software, data leakage, etc. You should update your policies regularly to meet the changing legal requirements, technologies and threats.

    Disciplinary action for breach of acceptable use policy

    Serious breaches of the acceptable use policies may result in disciplinary actions - and possibly even dismissal.

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How to implement a content management system

In this guide:

  • What is a content management system?

    An overview of the different categories of CMS, including web and enterprise content management systems.

    A content management system (CMS) is a computer application specifically designed to help you manage your organisation's digital assets, including your web content.

    You can use a CMS alone or integrate it with other business applications. You can set it up directly on your network, use a web-based solution or run the software locally on your computers.

    Categories of content management systems

    Different types of CMS exist to handle different types of content. Common categories of CMS include:

    • web content management systems
    • enterprise content management systems
    • mobile content management systems
    • digital asset management systems
    • media asset management systems
    • document and records management systems
    • component content management systems

    Each of these specific types of CMS has its own acronym. However, the generic 'CMS' term nowadays typically applies to web content management solutions.

    What are web content management systems?

    Web content management systems are applications that help you create, control and publish your online content, without having to understand the code behind them.

    A web CMS generally consists of two elements:

    • a content management application providing a simple interface for non-technical users to add, manage and remove web content
    • a content delivery application providing back-end functionality for the delivery of content to the website

    How does a web content management system work?

    A web CMS works by allowing you to access your website's database via a simple, graphical user interface, usually through a web browser. Within this interface, you can access a range of content management tools to help you:

    • create and publish new pages on your website
    • update or remove existing content and pages
    • use pre-set categories, themes or templates to organise the layout of your pages
    • ensure consistent presentation of content across your whole website
    • manage the structure and navigation of your website, including menus and sitemaps
    • manage authoring permission levels and editorial workflows
    • store and retrieve different types of content (eg text, images, podcasts, videos) in your database

    Larger businesses may need additional CMS functionality, such as multi-site or multi-lingual support. 

    Your CMS should meet your specific business needs and cope with the different types of content you want to manage (eg text, audio, video, social media feeds, etc). See how to choose the best CMS for your business.

    What are enterprise content management systems?

    Enterprise content management systems typically store documents and other content that relate to the organisation's processes. They often combine different functions, including web content management, document and records management, workflow and collaboration tools, etc. Read more about enterprise content management.

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  • Different types of content management systems

    An overview of the different types of CMS, including examples of the most popular open source and proprietary CMS software.

    When choosing a content management system (CMS) for your business, it helps to understand the differences between the various types, their features and functions, and pricing models.

    Types and examples of content management systems

    There are three broad types of CMS software: open source, proprietary and Software-as-a-Service CMS, including cloud-based solutions.

    Open source CMS

    You can download open source CMS software at no initial cost. There are no licence or upgrade fees, or contracts. However, with open source CMS you may have to pay for:

    • technical help during installation and set up
    • customisation to extend the software beyond the core offering
    • compatible templates, add-ons and plugins (although free versions may be available)
    • staff training
    • support, including regularly updating the software

    Examples of the most widely used open source CMS platforms include:

    • WordPress
    • Joomla
    • Drupal
    • Magento (e-commerce)
    • PrestaShop (e-commerce)

    See a full list of open source CMS.

    You can install and manage open source CMS on a web server. While most solutions work out of the box, countless customisations are available to meet the different business needs, such as plugins for e-commerce websites, tools to help you optimise content for search engines or customise your design themes and layouts.

    Read more about open source business software.

    Proprietary CMS

    Proprietary or commercial CMS software is built and managed by a single company. Using such CMS generally involves:

    • buying a licence fee to use the software
    • paying monthly or annual charges for updates or support

    You may also need to pay additional costs for customisation and upgrades, as well as for training and ongoing technical or user support.

    Examples of popular CMS solutions include:

    • Kentico
    • Microsoft SharePoint
    • IBM Enterprise Content Management
    • Pulse CMS
    • Sitecore
    • Shopify

    See a full list of proprietary CMS.

    You can usually customise proprietary CMS with built-in functionalities, although this may come at an additional cost. If possible, look for a CMS solution that meets all of your requirements out of the box. If you are implementing a proprietary CMS with an existing website or back-end system, be aware that this may require extensive development work.

    If you're looking for a CMS for a brand new website, it is best to choose a solution that has all the important features and functions to meet your current and future business needs.

    Software as a Service (SaaS) CMS

    SaaS CMS solutions commonly include web content management software, web hosting, and technical support with a single supplier. These are virtual solutions hosted in the cloud and based on a subscription model, usually on a per-user or per-site basis. The pricing usually includes:

    • amount of data transfer (ie bandwidth to and from your site)
    • storage for your content and data
    • ongoing support

    There are two types of cloud content management systems:

    • 'Fully cloud' CMS often comes as part of a package or service. Typically, these are proprietary systems under the supplier's control, so it isn't always possible to customise or alter their functionality to suit your needs.
    • 'Partial cloud' CMS is located on your own cloud web server. It provides for greater flexibility since you can modify the functionality, either with add-on modules or by altering the source code.

    Cloud CMS offers some significant benefits to small and medium-sized businesses. For example:

    • costs are generally low - a small set-up fee usually covers a basic implementation
    • SaaS supplier deals with upgrades, maintenance and technical issues
    • the software is accessible from any computer, laptop or mobile with an internet connection
    • updates to software and features are available in real-time
    • packages are easily scalable - you can add more sites or users as your needs change

    See more on cloud computing and find tips to help you choose the best CMS for your business.

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  • Important CMS features and functions

    An overview of the most common CMS features to help you manage your organisation's information or web content efficiently.

    Most content management systems (CMS) share a core set of features and functions to enable the creation and modification of digital content, documents and data.

    What does a content management system do?

    A typical CMS aims to help users manage information efficiently. The key functions of most CMS applications include:

    • storing
    • indexing
    • search and retrieval
    • format management
    • revision control
    • access control
    • publishing
    • reporting

    For a more basic introduction to CMS, see what is a content management system.

    While some CMS are available as basic 'off the shelves' packages, other types of content management systems can be customised and enhanced with advanced add-ons, plug-ins and other features.

    Popular web CMS features

    A web content management system is typically capable of performing core CMS functions mentioned above. On top of this, however, web CMS may also include the following features:

    • SEO-friendly URLs
    • customisable templates to manage content presentation
    • permission-based access control
    • user and group functionality
    • content organisation structures, eg hierarchy and taxonomy
    • content virtualisation
    • versioning and workflow management
    • collaboration platform
    • delegation between user groups
    • language or user support
    • integrated file managers
    • integrated audit logs
    • install and upgrade wizards
    • compliance with website and accessibility standards

    One of the most user-friendly CMS features is the WYSIWYG editor, or 'what you see is what you get' text-editing tool that works like Microsoft Word. This tool allows you to manipulate the webpage code without having to know the underlying programming language (HTML).

    Beyond the creation and publishing of HTML content, you can also set up a CMS to:

    • support your online marketing campaigns
    • integrate with your customer relationship management system

    A good CMS will also support your search marketing by helping to improve your search engine optimisation.

    What is the best CMS for your website?

    As with any software, the key to choosing a CMS is to thoroughly understand your requirements and limitations are before you decide on the solution. A good CMS will be SEO-friendly, help you meet accessibility and international web standards, and will have the features and the functionality to fit your specific business needs.

    See our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Advantages of using a content management system

    Key benefits of using CMS to manage digital content in your business, and some challenges and problems that can come up.

    There are many advantages to using content management systems (CMS). These are not limited to websites with dynamic, interactive or regularly changing content.

    Advantages of CMS

    Compared to static HTML websites, key benefits of CMS include:

    • user-friendliness
    • quick deployment
    • ease of maintenance, including updates
    • cost-efficiency, especially with out-the-box solutions, open source or freeware
    • extendable functionality, through a large number of plugins and extensions
    • SEO-friendly features
    • developer and community support

    One of the main advantages of CMS is that it enables non-technically minded users to create functional pages or upload and modify content themselves, without having to outsource the work to a web developer or understand programming languages such as HTML or PHP.

    Disadvantages of content management systems

    Despite their many benefits, there are a few common problems to consider before choosing a CMS. For example:

    • there may be hidden costs (eg with implementation, customisation, support or training)
    • you may need significant server resources for certain types of CMS
    • you will need to apply regular upgrades and patches to ensure your software is secure

    In addition, with some proprietary solutions it may be:

    • difficult or expensive to customise
    • tricky to export data or move away to another platform
    • challenging to be locked in with only one supplier

    Importance of CMS to your business

    If you carefully source and implement the right CMS for your web project, it can help you:

    • streamline your authoring process
    • update your website remotely, as and when needed
    • ensure consistency in appearance and 'look and feel' of the website
    • customise your website to meet your precise business needs
    • use non-technical staff to make updates, although they may need basic training
    • reduce website maintenance costs
    • eliminate the need for web developers or webmasters for simple content updates
    • integrate your website with other business applications, such as customer relationship and asset management systems
    • store archived content, either for future use or reference
    • use dynamic marketing to improve sales or user satisfaction
    • optimise your website and content for search engines or mobile use

    To make the most of these benefits, you will need to define:

    • your workflows and processes
    • your technical requirements

    This involves deciding who should have access to the CMS, and at what level. You should also establish the approval procedures for creating, publishing and managing your digital content.

    For more information, see our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Content management system requirements checklist

    Tips to help you decide if you need a content management system for your website and how choose the right type of CMS.

    Not all businesses will require a content management system (CMS) to manage their websites. Whether you need a CMS or not depends on several factors.

    Do you need a content management system?

    To determine if you need a CMS, ask yourself the following questions:

    • How frequently will you be updating the site?
    • Will you regularly post serialised content like blogs and press releases?
    • Will you need real-time updates?
    • Will you need version control for your content?
    • Will you have a big editorial team with multiple user groups?
    • Will you need an approval workflow?
    • What other functionality do you need from your platform?
    • What technical skills do you have in-house?
    • Do you need reusable content and layout templates?
    • Can you cover the up-front costs and ongoing maintenance?

    If you have a small, brochure type website, with a small amount of content that you rarely need to change, it may be difficult to justify the additional cost, time and effort of setting up a CMS. You should weigh out the costs and the risks of implementing a new system against the possible improvements.

    If you have a static HTML website that you need to update frequently, or you plan to build an entirely new site, you should consider CMS as an option for your project.

    CMS requirements checklist

    If you determine that you need a CMS, you should look at the business objectives you expect it to meet. Draw up a checklist of the requirements and list the important CMS features and functions you would like the tool to have.

    For example, looking at your business requirements you may decide that you need a CMS with:

    • an e-commerce facility to handle online payments and process orders
    • an adaptable workflow
    • access to specific add-ons, plugins and features
    • a password-protected area for customers, suppliers or staff
    • an internal search functionality in addition to the standard site navigation
    • advance functionality such as online registration, display or affiliate marketing, product recommendations, user-generated content and other dynamic marketing content
    • web analytics functionality to measure website performance
    • integration with cache management tools, other business systems and applications

    You should also consider the wider business impact, for example:

    • the cost of CMS implementation (eg time, staffing, training and support)
    • the choice between open-source or proprietary systems
    • migrating your website to a cloud platform, partially or fully

    Migrating content to a new CMS

    It's worth noting that implementing a CMS on an existing website, especially one with a complex back-end system, may require a lot of development work. Occasionally, it may be more cost-effective to start over with a new website.

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  • Choose the best CMS for your business

    Consider factors like suppliers, costs, specifications, product features and support to find the best content management system for your business.

    Choosing a content management system (CMS) is a complex task. It requires careful consideration of features, costs, scalability, integration and, most of all, your business needs.

    How to choose the right CMS platform?

    Most businesses begin the selection process by making sure that they have a solid understanding of their business - its current and future needs and content management practices. Come up with a clear set of requirements that the CMS should meet and decide from the start what you can and can't do without.

    It's a good idea to prioritise your CMS requirements using the MoSCoW method:

    • must-have: critical features you can't work without
    • should-have: features you consider equally important but not time-critical
    • could-have: features you desire but aren't critical for performance
    • would have: features that seem nice but are not required or appropriate at this time

    Prioritising features in this way will give you a requirement matrix against which you can assess different solutions and their functionality.

    Remember to speak to different teams in your business to take in their requirements and organisational needs too. For example:

    • your IT team could need a CMS that fits with the existing infrastructure stack
    • your sales team might want CRM or e-payment systems integration
    • your marketing team might desire automation or digital marketing capabilities

    If you're planning to sell products or services from your website, make sure the platform you choose is suitable for e-commerce. See examples of important CMS features and functions.

    Key decision points to consider when choosing a CMS

    Some of the common critical factors in choosing a new content management system are:

    • ease of use
    • level of technical knowledge needed to use the CMS effectively
    • type of platform (eg open source, proprietary or cloud)
    • core or 'out of the box' features and capabilities
    • customisation (ie ease of adding new features and functionality)
    • third-party integration (eg with CRM or e-commerce platform)
    • scalability
    • responsiveness
    • ease of deployment
    • design flexibility
    • security
    • level of support (communities, forums, user support, maintenance etc)

    You must also consider budget and licensing when choosing a CMS. Some platforms are free while others will require a purchase. Be realistic about the initial costs as well as ongoing fees, for example for licence renewals, hosting or future development.

    Every project will be different, but the factors covered above should help you narrow down possible choices to a select few that may fit your specific business requirements. If possible, watch a demo, speak to current users and try out the software first, before making the final choice.

    How to find the right CMS supplier

    The process of finding the right CMS supplier is similar to that of choosing any other IT supplier for your business. You need to deal with someone you can trust, and who will support you throughout the process. You'll also need a CMS supplier who can meet your requirements at a price you can afford. 

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  • How to implement a content management system

    Things to consider when implementing a CMS for your website, from planning to testing and maintenance.

    Implementing a content management system (CMS) can be highly complex. The level of complexity will depend on your business needs and may involve considerable time and expense if you are deploying the system on an existing website.

    A clear implementation plan - including, for example, key deliverables, timescales, review dates, user acceptance testing - will help to control costs and time.

    CMS implementation plan

    As well as creating the website and designing the systems, you also need to take into account staff training within your implementation plan. Although you may work with an agency or a supplier to handle the setup and basic implementation, you may want to update the site using internal resources in the future.

    Even if you outsource updating and maintenance, it will be valuable if some people within the business are able to use the CMS. It will help with business continuity, particularly if you need to change suppliers. As part of the supplier selection process, you will have taken into account the levels and types of customer support, and your supplier should provide full documentation, including user manuals.

    Read about website maintenance: options and requirements.

    Testing and test sites

    Migration to a new site is vitally important, and you should consider having a test site working in parallel for some time, with access limited to key stakeholders so that you can investigate any issues. You can also use this test site for user acceptance testing (UAT). This training can involve suppliers, professional advisers, key staff and - if appropriate - key customers. The new site should only go live once you successfully complete UAT.

    See how to test and launch your website.

    Set up a quality control system

    After CMS implementation, you will need to put a quality control system into place, with a review process to ensure that updates are properly created and deployed. You can use key performance indicators for the site and the CMS to review and monitor performance.

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Choose the best CMS for your business

In this guide:

  • What is a content management system?

    An overview of the different categories of CMS, including web and enterprise content management systems.

    A content management system (CMS) is a computer application specifically designed to help you manage your organisation's digital assets, including your web content.

    You can use a CMS alone or integrate it with other business applications. You can set it up directly on your network, use a web-based solution or run the software locally on your computers.

    Categories of content management systems

    Different types of CMS exist to handle different types of content. Common categories of CMS include:

    • web content management systems
    • enterprise content management systems
    • mobile content management systems
    • digital asset management systems
    • media asset management systems
    • document and records management systems
    • component content management systems

    Each of these specific types of CMS has its own acronym. However, the generic 'CMS' term nowadays typically applies to web content management solutions.

    What are web content management systems?

    Web content management systems are applications that help you create, control and publish your online content, without having to understand the code behind them.

    A web CMS generally consists of two elements:

    • a content management application providing a simple interface for non-technical users to add, manage and remove web content
    • a content delivery application providing back-end functionality for the delivery of content to the website

    How does a web content management system work?

    A web CMS works by allowing you to access your website's database via a simple, graphical user interface, usually through a web browser. Within this interface, you can access a range of content management tools to help you:

    • create and publish new pages on your website
    • update or remove existing content and pages
    • use pre-set categories, themes or templates to organise the layout of your pages
    • ensure consistent presentation of content across your whole website
    • manage the structure and navigation of your website, including menus and sitemaps
    • manage authoring permission levels and editorial workflows
    • store and retrieve different types of content (eg text, images, podcasts, videos) in your database

    Larger businesses may need additional CMS functionality, such as multi-site or multi-lingual support. 

    Your CMS should meet your specific business needs and cope with the different types of content you want to manage (eg text, audio, video, social media feeds, etc). See how to choose the best CMS for your business.

    What are enterprise content management systems?

    Enterprise content management systems typically store documents and other content that relate to the organisation's processes. They often combine different functions, including web content management, document and records management, workflow and collaboration tools, etc. Read more about enterprise content management.

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  • Different types of content management systems

    An overview of the different types of CMS, including examples of the most popular open source and proprietary CMS software.

    When choosing a content management system (CMS) for your business, it helps to understand the differences between the various types, their features and functions, and pricing models.

    Types and examples of content management systems

    There are three broad types of CMS software: open source, proprietary and Software-as-a-Service CMS, including cloud-based solutions.

    Open source CMS

    You can download open source CMS software at no initial cost. There are no licence or upgrade fees, or contracts. However, with open source CMS you may have to pay for:

    • technical help during installation and set up
    • customisation to extend the software beyond the core offering
    • compatible templates, add-ons and plugins (although free versions may be available)
    • staff training
    • support, including regularly updating the software

    Examples of the most widely used open source CMS platforms include:

    • WordPress
    • Joomla
    • Drupal
    • Magento (e-commerce)
    • PrestaShop (e-commerce)

    See a full list of open source CMS.

    You can install and manage open source CMS on a web server. While most solutions work out of the box, countless customisations are available to meet the different business needs, such as plugins for e-commerce websites, tools to help you optimise content for search engines or customise your design themes and layouts.

    Read more about open source business software.

    Proprietary CMS

    Proprietary or commercial CMS software is built and managed by a single company. Using such CMS generally involves:

    • buying a licence fee to use the software
    • paying monthly or annual charges for updates or support

    You may also need to pay additional costs for customisation and upgrades, as well as for training and ongoing technical or user support.

    Examples of popular CMS solutions include:

    • Kentico
    • Microsoft SharePoint
    • IBM Enterprise Content Management
    • Pulse CMS
    • Sitecore
    • Shopify

    See a full list of proprietary CMS.

    You can usually customise proprietary CMS with built-in functionalities, although this may come at an additional cost. If possible, look for a CMS solution that meets all of your requirements out of the box. If you are implementing a proprietary CMS with an existing website or back-end system, be aware that this may require extensive development work.

    If you're looking for a CMS for a brand new website, it is best to choose a solution that has all the important features and functions to meet your current and future business needs.

    Software as a Service (SaaS) CMS

    SaaS CMS solutions commonly include web content management software, web hosting, and technical support with a single supplier. These are virtual solutions hosted in the cloud and based on a subscription model, usually on a per-user or per-site basis. The pricing usually includes:

    • amount of data transfer (ie bandwidth to and from your site)
    • storage for your content and data
    • ongoing support

    There are two types of cloud content management systems:

    • 'Fully cloud' CMS often comes as part of a package or service. Typically, these are proprietary systems under the supplier's control, so it isn't always possible to customise or alter their functionality to suit your needs.
    • 'Partial cloud' CMS is located on your own cloud web server. It provides for greater flexibility since you can modify the functionality, either with add-on modules or by altering the source code.

    Cloud CMS offers some significant benefits to small and medium-sized businesses. For example:

    • costs are generally low - a small set-up fee usually covers a basic implementation
    • SaaS supplier deals with upgrades, maintenance and technical issues
    • the software is accessible from any computer, laptop or mobile with an internet connection
    • updates to software and features are available in real-time
    • packages are easily scalable - you can add more sites or users as your needs change

    See more on cloud computing and find tips to help you choose the best CMS for your business.

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  • Important CMS features and functions

    An overview of the most common CMS features to help you manage your organisation's information or web content efficiently.

    Most content management systems (CMS) share a core set of features and functions to enable the creation and modification of digital content, documents and data.

    What does a content management system do?

    A typical CMS aims to help users manage information efficiently. The key functions of most CMS applications include:

    • storing
    • indexing
    • search and retrieval
    • format management
    • revision control
    • access control
    • publishing
    • reporting

    For a more basic introduction to CMS, see what is a content management system.

    While some CMS are available as basic 'off the shelves' packages, other types of content management systems can be customised and enhanced with advanced add-ons, plug-ins and other features.

    Popular web CMS features

    A web content management system is typically capable of performing core CMS functions mentioned above. On top of this, however, web CMS may also include the following features:

    • SEO-friendly URLs
    • customisable templates to manage content presentation
    • permission-based access control
    • user and group functionality
    • content organisation structures, eg hierarchy and taxonomy
    • content virtualisation
    • versioning and workflow management
    • collaboration platform
    • delegation between user groups
    • language or user support
    • integrated file managers
    • integrated audit logs
    • install and upgrade wizards
    • compliance with website and accessibility standards

    One of the most user-friendly CMS features is the WYSIWYG editor, or 'what you see is what you get' text-editing tool that works like Microsoft Word. This tool allows you to manipulate the webpage code without having to know the underlying programming language (HTML).

    Beyond the creation and publishing of HTML content, you can also set up a CMS to:

    • support your online marketing campaigns
    • integrate with your customer relationship management system

    A good CMS will also support your search marketing by helping to improve your search engine optimisation.

    What is the best CMS for your website?

    As with any software, the key to choosing a CMS is to thoroughly understand your requirements and limitations are before you decide on the solution. A good CMS will be SEO-friendly, help you meet accessibility and international web standards, and will have the features and the functionality to fit your specific business needs.

    See our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Advantages of using a content management system

    Key benefits of using CMS to manage digital content in your business, and some challenges and problems that can come up.

    There are many advantages to using content management systems (CMS). These are not limited to websites with dynamic, interactive or regularly changing content.

    Advantages of CMS

    Compared to static HTML websites, key benefits of CMS include:

    • user-friendliness
    • quick deployment
    • ease of maintenance, including updates
    • cost-efficiency, especially with out-the-box solutions, open source or freeware
    • extendable functionality, through a large number of plugins and extensions
    • SEO-friendly features
    • developer and community support

    One of the main advantages of CMS is that it enables non-technically minded users to create functional pages or upload and modify content themselves, without having to outsource the work to a web developer or understand programming languages such as HTML or PHP.

    Disadvantages of content management systems

    Despite their many benefits, there are a few common problems to consider before choosing a CMS. For example:

    • there may be hidden costs (eg with implementation, customisation, support or training)
    • you may need significant server resources for certain types of CMS
    • you will need to apply regular upgrades and patches to ensure your software is secure

    In addition, with some proprietary solutions it may be:

    • difficult or expensive to customise
    • tricky to export data or move away to another platform
    • challenging to be locked in with only one supplier

    Importance of CMS to your business

    If you carefully source and implement the right CMS for your web project, it can help you:

    • streamline your authoring process
    • update your website remotely, as and when needed
    • ensure consistency in appearance and 'look and feel' of the website
    • customise your website to meet your precise business needs
    • use non-technical staff to make updates, although they may need basic training
    • reduce website maintenance costs
    • eliminate the need for web developers or webmasters for simple content updates
    • integrate your website with other business applications, such as customer relationship and asset management systems
    • store archived content, either for future use or reference
    • use dynamic marketing to improve sales or user satisfaction
    • optimise your website and content for search engines or mobile use

    To make the most of these benefits, you will need to define:

    • your workflows and processes
    • your technical requirements

    This involves deciding who should have access to the CMS, and at what level. You should also establish the approval procedures for creating, publishing and managing your digital content.

    For more information, see our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Content management system requirements checklist

    Tips to help you decide if you need a content management system for your website and how choose the right type of CMS.

    Not all businesses will require a content management system (CMS) to manage their websites. Whether you need a CMS or not depends on several factors.

    Do you need a content management system?

    To determine if you need a CMS, ask yourself the following questions:

    • How frequently will you be updating the site?
    • Will you regularly post serialised content like blogs and press releases?
    • Will you need real-time updates?
    • Will you need version control for your content?
    • Will you have a big editorial team with multiple user groups?
    • Will you need an approval workflow?
    • What other functionality do you need from your platform?
    • What technical skills do you have in-house?
    • Do you need reusable content and layout templates?
    • Can you cover the up-front costs and ongoing maintenance?

    If you have a small, brochure type website, with a small amount of content that you rarely need to change, it may be difficult to justify the additional cost, time and effort of setting up a CMS. You should weigh out the costs and the risks of implementing a new system against the possible improvements.

    If you have a static HTML website that you need to update frequently, or you plan to build an entirely new site, you should consider CMS as an option for your project.

    CMS requirements checklist

    If you determine that you need a CMS, you should look at the business objectives you expect it to meet. Draw up a checklist of the requirements and list the important CMS features and functions you would like the tool to have.

    For example, looking at your business requirements you may decide that you need a CMS with:

    • an e-commerce facility to handle online payments and process orders
    • an adaptable workflow
    • access to specific add-ons, plugins and features
    • a password-protected area for customers, suppliers or staff
    • an internal search functionality in addition to the standard site navigation
    • advance functionality such as online registration, display or affiliate marketing, product recommendations, user-generated content and other dynamic marketing content
    • web analytics functionality to measure website performance
    • integration with cache management tools, other business systems and applications

    You should also consider the wider business impact, for example:

    • the cost of CMS implementation (eg time, staffing, training and support)
    • the choice between open-source or proprietary systems
    • migrating your website to a cloud platform, partially or fully

    Migrating content to a new CMS

    It's worth noting that implementing a CMS on an existing website, especially one with a complex back-end system, may require a lot of development work. Occasionally, it may be more cost-effective to start over with a new website.

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  • Choose the best CMS for your business

    Consider factors like suppliers, costs, specifications, product features and support to find the best content management system for your business.

    Choosing a content management system (CMS) is a complex task. It requires careful consideration of features, costs, scalability, integration and, most of all, your business needs.

    How to choose the right CMS platform?

    Most businesses begin the selection process by making sure that they have a solid understanding of their business - its current and future needs and content management practices. Come up with a clear set of requirements that the CMS should meet and decide from the start what you can and can't do without.

    It's a good idea to prioritise your CMS requirements using the MoSCoW method:

    • must-have: critical features you can't work without
    • should-have: features you consider equally important but not time-critical
    • could-have: features you desire but aren't critical for performance
    • would have: features that seem nice but are not required or appropriate at this time

    Prioritising features in this way will give you a requirement matrix against which you can assess different solutions and their functionality.

    Remember to speak to different teams in your business to take in their requirements and organisational needs too. For example:

    • your IT team could need a CMS that fits with the existing infrastructure stack
    • your sales team might want CRM or e-payment systems integration
    • your marketing team might desire automation or digital marketing capabilities

    If you're planning to sell products or services from your website, make sure the platform you choose is suitable for e-commerce. See examples of important CMS features and functions.

    Key decision points to consider when choosing a CMS

    Some of the common critical factors in choosing a new content management system are:

    • ease of use
    • level of technical knowledge needed to use the CMS effectively
    • type of platform (eg open source, proprietary or cloud)
    • core or 'out of the box' features and capabilities
    • customisation (ie ease of adding new features and functionality)
    • third-party integration (eg with CRM or e-commerce platform)
    • scalability
    • responsiveness
    • ease of deployment
    • design flexibility
    • security
    • level of support (communities, forums, user support, maintenance etc)

    You must also consider budget and licensing when choosing a CMS. Some platforms are free while others will require a purchase. Be realistic about the initial costs as well as ongoing fees, for example for licence renewals, hosting or future development.

    Every project will be different, but the factors covered above should help you narrow down possible choices to a select few that may fit your specific business requirements. If possible, watch a demo, speak to current users and try out the software first, before making the final choice.

    How to find the right CMS supplier

    The process of finding the right CMS supplier is similar to that of choosing any other IT supplier for your business. You need to deal with someone you can trust, and who will support you throughout the process. You'll also need a CMS supplier who can meet your requirements at a price you can afford. 

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  • How to implement a content management system

    Things to consider when implementing a CMS for your website, from planning to testing and maintenance.

    Implementing a content management system (CMS) can be highly complex. The level of complexity will depend on your business needs and may involve considerable time and expense if you are deploying the system on an existing website.

    A clear implementation plan - including, for example, key deliverables, timescales, review dates, user acceptance testing - will help to control costs and time.

    CMS implementation plan

    As well as creating the website and designing the systems, you also need to take into account staff training within your implementation plan. Although you may work with an agency or a supplier to handle the setup and basic implementation, you may want to update the site using internal resources in the future.

    Even if you outsource updating and maintenance, it will be valuable if some people within the business are able to use the CMS. It will help with business continuity, particularly if you need to change suppliers. As part of the supplier selection process, you will have taken into account the levels and types of customer support, and your supplier should provide full documentation, including user manuals.

    Read about website maintenance: options and requirements.

    Testing and test sites

    Migration to a new site is vitally important, and you should consider having a test site working in parallel for some time, with access limited to key stakeholders so that you can investigate any issues. You can also use this test site for user acceptance testing (UAT). This training can involve suppliers, professional advisers, key staff and - if appropriate - key customers. The new site should only go live once you successfully complete UAT.

    See how to test and launch your website.

    Set up a quality control system

    After CMS implementation, you will need to put a quality control system into place, with a review process to ensure that updates are properly created and deployed. You can use key performance indicators for the site and the CMS to review and monitor performance.

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Content management system requirements checklist

In this guide:

  • What is a content management system?

    An overview of the different categories of CMS, including web and enterprise content management systems.

    A content management system (CMS) is a computer application specifically designed to help you manage your organisation's digital assets, including your web content.

    You can use a CMS alone or integrate it with other business applications. You can set it up directly on your network, use a web-based solution or run the software locally on your computers.

    Categories of content management systems

    Different types of CMS exist to handle different types of content. Common categories of CMS include:

    • web content management systems
    • enterprise content management systems
    • mobile content management systems
    • digital asset management systems
    • media asset management systems
    • document and records management systems
    • component content management systems

    Each of these specific types of CMS has its own acronym. However, the generic 'CMS' term nowadays typically applies to web content management solutions.

    What are web content management systems?

    Web content management systems are applications that help you create, control and publish your online content, without having to understand the code behind them.

    A web CMS generally consists of two elements:

    • a content management application providing a simple interface for non-technical users to add, manage and remove web content
    • a content delivery application providing back-end functionality for the delivery of content to the website

    How does a web content management system work?

    A web CMS works by allowing you to access your website's database via a simple, graphical user interface, usually through a web browser. Within this interface, you can access a range of content management tools to help you:

    • create and publish new pages on your website
    • update or remove existing content and pages
    • use pre-set categories, themes or templates to organise the layout of your pages
    • ensure consistent presentation of content across your whole website
    • manage the structure and navigation of your website, including menus and sitemaps
    • manage authoring permission levels and editorial workflows
    • store and retrieve different types of content (eg text, images, podcasts, videos) in your database

    Larger businesses may need additional CMS functionality, such as multi-site or multi-lingual support. 

    Your CMS should meet your specific business needs and cope with the different types of content you want to manage (eg text, audio, video, social media feeds, etc). See how to choose the best CMS for your business.

    What are enterprise content management systems?

    Enterprise content management systems typically store documents and other content that relate to the organisation's processes. They often combine different functions, including web content management, document and records management, workflow and collaboration tools, etc. Read more about enterprise content management.

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  • Different types of content management systems

    An overview of the different types of CMS, including examples of the most popular open source and proprietary CMS software.

    When choosing a content management system (CMS) for your business, it helps to understand the differences between the various types, their features and functions, and pricing models.

    Types and examples of content management systems

    There are three broad types of CMS software: open source, proprietary and Software-as-a-Service CMS, including cloud-based solutions.

    Open source CMS

    You can download open source CMS software at no initial cost. There are no licence or upgrade fees, or contracts. However, with open source CMS you may have to pay for:

    • technical help during installation and set up
    • customisation to extend the software beyond the core offering
    • compatible templates, add-ons and plugins (although free versions may be available)
    • staff training
    • support, including regularly updating the software

    Examples of the most widely used open source CMS platforms include:

    • WordPress
    • Joomla
    • Drupal
    • Magento (e-commerce)
    • PrestaShop (e-commerce)

    See a full list of open source CMS.

    You can install and manage open source CMS on a web server. While most solutions work out of the box, countless customisations are available to meet the different business needs, such as plugins for e-commerce websites, tools to help you optimise content for search engines or customise your design themes and layouts.

    Read more about open source business software.

    Proprietary CMS

    Proprietary or commercial CMS software is built and managed by a single company. Using such CMS generally involves:

    • buying a licence fee to use the software
    • paying monthly or annual charges for updates or support

    You may also need to pay additional costs for customisation and upgrades, as well as for training and ongoing technical or user support.

    Examples of popular CMS solutions include:

    • Kentico
    • Microsoft SharePoint
    • IBM Enterprise Content Management
    • Pulse CMS
    • Sitecore
    • Shopify

    See a full list of proprietary CMS.

    You can usually customise proprietary CMS with built-in functionalities, although this may come at an additional cost. If possible, look for a CMS solution that meets all of your requirements out of the box. If you are implementing a proprietary CMS with an existing website or back-end system, be aware that this may require extensive development work.

    If you're looking for a CMS for a brand new website, it is best to choose a solution that has all the important features and functions to meet your current and future business needs.

    Software as a Service (SaaS) CMS

    SaaS CMS solutions commonly include web content management software, web hosting, and technical support with a single supplier. These are virtual solutions hosted in the cloud and based on a subscription model, usually on a per-user or per-site basis. The pricing usually includes:

    • amount of data transfer (ie bandwidth to and from your site)
    • storage for your content and data
    • ongoing support

    There are two types of cloud content management systems:

    • 'Fully cloud' CMS often comes as part of a package or service. Typically, these are proprietary systems under the supplier's control, so it isn't always possible to customise or alter their functionality to suit your needs.
    • 'Partial cloud' CMS is located on your own cloud web server. It provides for greater flexibility since you can modify the functionality, either with add-on modules or by altering the source code.

    Cloud CMS offers some significant benefits to small and medium-sized businesses. For example:

    • costs are generally low - a small set-up fee usually covers a basic implementation
    • SaaS supplier deals with upgrades, maintenance and technical issues
    • the software is accessible from any computer, laptop or mobile with an internet connection
    • updates to software and features are available in real-time
    • packages are easily scalable - you can add more sites or users as your needs change

    See more on cloud computing and find tips to help you choose the best CMS for your business.

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  • Important CMS features and functions

    An overview of the most common CMS features to help you manage your organisation's information or web content efficiently.

    Most content management systems (CMS) share a core set of features and functions to enable the creation and modification of digital content, documents and data.

    What does a content management system do?

    A typical CMS aims to help users manage information efficiently. The key functions of most CMS applications include:

    • storing
    • indexing
    • search and retrieval
    • format management
    • revision control
    • access control
    • publishing
    • reporting

    For a more basic introduction to CMS, see what is a content management system.

    While some CMS are available as basic 'off the shelves' packages, other types of content management systems can be customised and enhanced with advanced add-ons, plug-ins and other features.

    Popular web CMS features

    A web content management system is typically capable of performing core CMS functions mentioned above. On top of this, however, web CMS may also include the following features:

    • SEO-friendly URLs
    • customisable templates to manage content presentation
    • permission-based access control
    • user and group functionality
    • content organisation structures, eg hierarchy and taxonomy
    • content virtualisation
    • versioning and workflow management
    • collaboration platform
    • delegation between user groups
    • language or user support
    • integrated file managers
    • integrated audit logs
    • install and upgrade wizards
    • compliance with website and accessibility standards

    One of the most user-friendly CMS features is the WYSIWYG editor, or 'what you see is what you get' text-editing tool that works like Microsoft Word. This tool allows you to manipulate the webpage code without having to know the underlying programming language (HTML).

    Beyond the creation and publishing of HTML content, you can also set up a CMS to:

    • support your online marketing campaigns
    • integrate with your customer relationship management system

    A good CMS will also support your search marketing by helping to improve your search engine optimisation.

    What is the best CMS for your website?

    As with any software, the key to choosing a CMS is to thoroughly understand your requirements and limitations are before you decide on the solution. A good CMS will be SEO-friendly, help you meet accessibility and international web standards, and will have the features and the functionality to fit your specific business needs.

    See our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Advantages of using a content management system

    Key benefits of using CMS to manage digital content in your business, and some challenges and problems that can come up.

    There are many advantages to using content management systems (CMS). These are not limited to websites with dynamic, interactive or regularly changing content.

    Advantages of CMS

    Compared to static HTML websites, key benefits of CMS include:

    • user-friendliness
    • quick deployment
    • ease of maintenance, including updates
    • cost-efficiency, especially with out-the-box solutions, open source or freeware
    • extendable functionality, through a large number of plugins and extensions
    • SEO-friendly features
    • developer and community support

    One of the main advantages of CMS is that it enables non-technically minded users to create functional pages or upload and modify content themselves, without having to outsource the work to a web developer or understand programming languages such as HTML or PHP.

    Disadvantages of content management systems

    Despite their many benefits, there are a few common problems to consider before choosing a CMS. For example:

    • there may be hidden costs (eg with implementation, customisation, support or training)
    • you may need significant server resources for certain types of CMS
    • you will need to apply regular upgrades and patches to ensure your software is secure

    In addition, with some proprietary solutions it may be:

    • difficult or expensive to customise
    • tricky to export data or move away to another platform
    • challenging to be locked in with only one supplier

    Importance of CMS to your business

    If you carefully source and implement the right CMS for your web project, it can help you:

    • streamline your authoring process
    • update your website remotely, as and when needed
    • ensure consistency in appearance and 'look and feel' of the website
    • customise your website to meet your precise business needs
    • use non-technical staff to make updates, although they may need basic training
    • reduce website maintenance costs
    • eliminate the need for web developers or webmasters for simple content updates
    • integrate your website with other business applications, such as customer relationship and asset management systems
    • store archived content, either for future use or reference
    • use dynamic marketing to improve sales or user satisfaction
    • optimise your website and content for search engines or mobile use

    To make the most of these benefits, you will need to define:

    • your workflows and processes
    • your technical requirements

    This involves deciding who should have access to the CMS, and at what level. You should also establish the approval procedures for creating, publishing and managing your digital content.

    For more information, see our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Content management system requirements checklist

    Tips to help you decide if you need a content management system for your website and how choose the right type of CMS.

    Not all businesses will require a content management system (CMS) to manage their websites. Whether you need a CMS or not depends on several factors.

    Do you need a content management system?

    To determine if you need a CMS, ask yourself the following questions:

    • How frequently will you be updating the site?
    • Will you regularly post serialised content like blogs and press releases?
    • Will you need real-time updates?
    • Will you need version control for your content?
    • Will you have a big editorial team with multiple user groups?
    • Will you need an approval workflow?
    • What other functionality do you need from your platform?
    • What technical skills do you have in-house?
    • Do you need reusable content and layout templates?
    • Can you cover the up-front costs and ongoing maintenance?

    If you have a small, brochure type website, with a small amount of content that you rarely need to change, it may be difficult to justify the additional cost, time and effort of setting up a CMS. You should weigh out the costs and the risks of implementing a new system against the possible improvements.

    If you have a static HTML website that you need to update frequently, or you plan to build an entirely new site, you should consider CMS as an option for your project.

    CMS requirements checklist

    If you determine that you need a CMS, you should look at the business objectives you expect it to meet. Draw up a checklist of the requirements and list the important CMS features and functions you would like the tool to have.

    For example, looking at your business requirements you may decide that you need a CMS with:

    • an e-commerce facility to handle online payments and process orders
    • an adaptable workflow
    • access to specific add-ons, plugins and features
    • a password-protected area for customers, suppliers or staff
    • an internal search functionality in addition to the standard site navigation
    • advance functionality such as online registration, display or affiliate marketing, product recommendations, user-generated content and other dynamic marketing content
    • web analytics functionality to measure website performance
    • integration with cache management tools, other business systems and applications

    You should also consider the wider business impact, for example:

    • the cost of CMS implementation (eg time, staffing, training and support)
    • the choice between open-source or proprietary systems
    • migrating your website to a cloud platform, partially or fully

    Migrating content to a new CMS

    It's worth noting that implementing a CMS on an existing website, especially one with a complex back-end system, may require a lot of development work. Occasionally, it may be more cost-effective to start over with a new website.

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  • Choose the best CMS for your business

    Consider factors like suppliers, costs, specifications, product features and support to find the best content management system for your business.

    Choosing a content management system (CMS) is a complex task. It requires careful consideration of features, costs, scalability, integration and, most of all, your business needs.

    How to choose the right CMS platform?

    Most businesses begin the selection process by making sure that they have a solid understanding of their business - its current and future needs and content management practices. Come up with a clear set of requirements that the CMS should meet and decide from the start what you can and can't do without.

    It's a good idea to prioritise your CMS requirements using the MoSCoW method:

    • must-have: critical features you can't work without
    • should-have: features you consider equally important but not time-critical
    • could-have: features you desire but aren't critical for performance
    • would have: features that seem nice but are not required or appropriate at this time

    Prioritising features in this way will give you a requirement matrix against which you can assess different solutions and their functionality.

    Remember to speak to different teams in your business to take in their requirements and organisational needs too. For example:

    • your IT team could need a CMS that fits with the existing infrastructure stack
    • your sales team might want CRM or e-payment systems integration
    • your marketing team might desire automation or digital marketing capabilities

    If you're planning to sell products or services from your website, make sure the platform you choose is suitable for e-commerce. See examples of important CMS features and functions.

    Key decision points to consider when choosing a CMS

    Some of the common critical factors in choosing a new content management system are:

    • ease of use
    • level of technical knowledge needed to use the CMS effectively
    • type of platform (eg open source, proprietary or cloud)
    • core or 'out of the box' features and capabilities
    • customisation (ie ease of adding new features and functionality)
    • third-party integration (eg with CRM or e-commerce platform)
    • scalability
    • responsiveness
    • ease of deployment
    • design flexibility
    • security
    • level of support (communities, forums, user support, maintenance etc)

    You must also consider budget and licensing when choosing a CMS. Some platforms are free while others will require a purchase. Be realistic about the initial costs as well as ongoing fees, for example for licence renewals, hosting or future development.

    Every project will be different, but the factors covered above should help you narrow down possible choices to a select few that may fit your specific business requirements. If possible, watch a demo, speak to current users and try out the software first, before making the final choice.

    How to find the right CMS supplier

    The process of finding the right CMS supplier is similar to that of choosing any other IT supplier for your business. You need to deal with someone you can trust, and who will support you throughout the process. You'll also need a CMS supplier who can meet your requirements at a price you can afford. 

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  • How to implement a content management system

    Things to consider when implementing a CMS for your website, from planning to testing and maintenance.

    Implementing a content management system (CMS) can be highly complex. The level of complexity will depend on your business needs and may involve considerable time and expense if you are deploying the system on an existing website.

    A clear implementation plan - including, for example, key deliverables, timescales, review dates, user acceptance testing - will help to control costs and time.

    CMS implementation plan

    As well as creating the website and designing the systems, you also need to take into account staff training within your implementation plan. Although you may work with an agency or a supplier to handle the setup and basic implementation, you may want to update the site using internal resources in the future.

    Even if you outsource updating and maintenance, it will be valuable if some people within the business are able to use the CMS. It will help with business continuity, particularly if you need to change suppliers. As part of the supplier selection process, you will have taken into account the levels and types of customer support, and your supplier should provide full documentation, including user manuals.

    Read about website maintenance: options and requirements.

    Testing and test sites

    Migration to a new site is vitally important, and you should consider having a test site working in parallel for some time, with access limited to key stakeholders so that you can investigate any issues. You can also use this test site for user acceptance testing (UAT). This training can involve suppliers, professional advisers, key staff and - if appropriate - key customers. The new site should only go live once you successfully complete UAT.

    See how to test and launch your website.

    Set up a quality control system

    After CMS implementation, you will need to put a quality control system into place, with a review process to ensure that updates are properly created and deployed. You can use key performance indicators for the site and the CMS to review and monitor performance.

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Different types of content management systems

In this guide:

  • What is a content management system?

    An overview of the different categories of CMS, including web and enterprise content management systems.

    A content management system (CMS) is a computer application specifically designed to help you manage your organisation's digital assets, including your web content.

    You can use a CMS alone or integrate it with other business applications. You can set it up directly on your network, use a web-based solution or run the software locally on your computers.

    Categories of content management systems

    Different types of CMS exist to handle different types of content. Common categories of CMS include:

    • web content management systems
    • enterprise content management systems
    • mobile content management systems
    • digital asset management systems
    • media asset management systems
    • document and records management systems
    • component content management systems

    Each of these specific types of CMS has its own acronym. However, the generic 'CMS' term nowadays typically applies to web content management solutions.

    What are web content management systems?

    Web content management systems are applications that help you create, control and publish your online content, without having to understand the code behind them.

    A web CMS generally consists of two elements:

    • a content management application providing a simple interface for non-technical users to add, manage and remove web content
    • a content delivery application providing back-end functionality for the delivery of content to the website

    How does a web content management system work?

    A web CMS works by allowing you to access your website's database via a simple, graphical user interface, usually through a web browser. Within this interface, you can access a range of content management tools to help you:

    • create and publish new pages on your website
    • update or remove existing content and pages
    • use pre-set categories, themes or templates to organise the layout of your pages
    • ensure consistent presentation of content across your whole website
    • manage the structure and navigation of your website, including menus and sitemaps
    • manage authoring permission levels and editorial workflows
    • store and retrieve different types of content (eg text, images, podcasts, videos) in your database

    Larger businesses may need additional CMS functionality, such as multi-site or multi-lingual support. 

    Your CMS should meet your specific business needs and cope with the different types of content you want to manage (eg text, audio, video, social media feeds, etc). See how to choose the best CMS for your business.

    What are enterprise content management systems?

    Enterprise content management systems typically store documents and other content that relate to the organisation's processes. They often combine different functions, including web content management, document and records management, workflow and collaboration tools, etc. Read more about enterprise content management.

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  • Different types of content management systems

    An overview of the different types of CMS, including examples of the most popular open source and proprietary CMS software.

    When choosing a content management system (CMS) for your business, it helps to understand the differences between the various types, their features and functions, and pricing models.

    Types and examples of content management systems

    There are three broad types of CMS software: open source, proprietary and Software-as-a-Service CMS, including cloud-based solutions.

    Open source CMS

    You can download open source CMS software at no initial cost. There are no licence or upgrade fees, or contracts. However, with open source CMS you may have to pay for:

    • technical help during installation and set up
    • customisation to extend the software beyond the core offering
    • compatible templates, add-ons and plugins (although free versions may be available)
    • staff training
    • support, including regularly updating the software

    Examples of the most widely used open source CMS platforms include:

    • WordPress
    • Joomla
    • Drupal
    • Magento (e-commerce)
    • PrestaShop (e-commerce)

    See a full list of open source CMS.

    You can install and manage open source CMS on a web server. While most solutions work out of the box, countless customisations are available to meet the different business needs, such as plugins for e-commerce websites, tools to help you optimise content for search engines or customise your design themes and layouts.

    Read more about open source business software.

    Proprietary CMS

    Proprietary or commercial CMS software is built and managed by a single company. Using such CMS generally involves:

    • buying a licence fee to use the software
    • paying monthly or annual charges for updates or support

    You may also need to pay additional costs for customisation and upgrades, as well as for training and ongoing technical or user support.

    Examples of popular CMS solutions include:

    • Kentico
    • Microsoft SharePoint
    • IBM Enterprise Content Management
    • Pulse CMS
    • Sitecore
    • Shopify

    See a full list of proprietary CMS.

    You can usually customise proprietary CMS with built-in functionalities, although this may come at an additional cost. If possible, look for a CMS solution that meets all of your requirements out of the box. If you are implementing a proprietary CMS with an existing website or back-end system, be aware that this may require extensive development work.

    If you're looking for a CMS for a brand new website, it is best to choose a solution that has all the important features and functions to meet your current and future business needs.

    Software as a Service (SaaS) CMS

    SaaS CMS solutions commonly include web content management software, web hosting, and technical support with a single supplier. These are virtual solutions hosted in the cloud and based on a subscription model, usually on a per-user or per-site basis. The pricing usually includes:

    • amount of data transfer (ie bandwidth to and from your site)
    • storage for your content and data
    • ongoing support

    There are two types of cloud content management systems:

    • 'Fully cloud' CMS often comes as part of a package or service. Typically, these are proprietary systems under the supplier's control, so it isn't always possible to customise or alter their functionality to suit your needs.
    • 'Partial cloud' CMS is located on your own cloud web server. It provides for greater flexibility since you can modify the functionality, either with add-on modules or by altering the source code.

    Cloud CMS offers some significant benefits to small and medium-sized businesses. For example:

    • costs are generally low - a small set-up fee usually covers a basic implementation
    • SaaS supplier deals with upgrades, maintenance and technical issues
    • the software is accessible from any computer, laptop or mobile with an internet connection
    • updates to software and features are available in real-time
    • packages are easily scalable - you can add more sites or users as your needs change

    See more on cloud computing and find tips to help you choose the best CMS for your business.

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  • Important CMS features and functions

    An overview of the most common CMS features to help you manage your organisation's information or web content efficiently.

    Most content management systems (CMS) share a core set of features and functions to enable the creation and modification of digital content, documents and data.

    What does a content management system do?

    A typical CMS aims to help users manage information efficiently. The key functions of most CMS applications include:

    • storing
    • indexing
    • search and retrieval
    • format management
    • revision control
    • access control
    • publishing
    • reporting

    For a more basic introduction to CMS, see what is a content management system.

    While some CMS are available as basic 'off the shelves' packages, other types of content management systems can be customised and enhanced with advanced add-ons, plug-ins and other features.

    Popular web CMS features

    A web content management system is typically capable of performing core CMS functions mentioned above. On top of this, however, web CMS may also include the following features:

    • SEO-friendly URLs
    • customisable templates to manage content presentation
    • permission-based access control
    • user and group functionality
    • content organisation structures, eg hierarchy and taxonomy
    • content virtualisation
    • versioning and workflow management
    • collaboration platform
    • delegation between user groups
    • language or user support
    • integrated file managers
    • integrated audit logs
    • install and upgrade wizards
    • compliance with website and accessibility standards

    One of the most user-friendly CMS features is the WYSIWYG editor, or 'what you see is what you get' text-editing tool that works like Microsoft Word. This tool allows you to manipulate the webpage code without having to know the underlying programming language (HTML).

    Beyond the creation and publishing of HTML content, you can also set up a CMS to:

    • support your online marketing campaigns
    • integrate with your customer relationship management system

    A good CMS will also support your search marketing by helping to improve your search engine optimisation.

    What is the best CMS for your website?

    As with any software, the key to choosing a CMS is to thoroughly understand your requirements and limitations are before you decide on the solution. A good CMS will be SEO-friendly, help you meet accessibility and international web standards, and will have the features and the functionality to fit your specific business needs.

    See our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Advantages of using a content management system

    Key benefits of using CMS to manage digital content in your business, and some challenges and problems that can come up.

    There are many advantages to using content management systems (CMS). These are not limited to websites with dynamic, interactive or regularly changing content.

    Advantages of CMS

    Compared to static HTML websites, key benefits of CMS include:

    • user-friendliness
    • quick deployment
    • ease of maintenance, including updates
    • cost-efficiency, especially with out-the-box solutions, open source or freeware
    • extendable functionality, through a large number of plugins and extensions
    • SEO-friendly features
    • developer and community support

    One of the main advantages of CMS is that it enables non-technically minded users to create functional pages or upload and modify content themselves, without having to outsource the work to a web developer or understand programming languages such as HTML or PHP.

    Disadvantages of content management systems

    Despite their many benefits, there are a few common problems to consider before choosing a CMS. For example:

    • there may be hidden costs (eg with implementation, customisation, support or training)
    • you may need significant server resources for certain types of CMS
    • you will need to apply regular upgrades and patches to ensure your software is secure

    In addition, with some proprietary solutions it may be:

    • difficult or expensive to customise
    • tricky to export data or move away to another platform
    • challenging to be locked in with only one supplier

    Importance of CMS to your business

    If you carefully source and implement the right CMS for your web project, it can help you:

    • streamline your authoring process
    • update your website remotely, as and when needed
    • ensure consistency in appearance and 'look and feel' of the website
    • customise your website to meet your precise business needs
    • use non-technical staff to make updates, although they may need basic training
    • reduce website maintenance costs
    • eliminate the need for web developers or webmasters for simple content updates
    • integrate your website with other business applications, such as customer relationship and asset management systems
    • store archived content, either for future use or reference
    • use dynamic marketing to improve sales or user satisfaction
    • optimise your website and content for search engines or mobile use

    To make the most of these benefits, you will need to define:

    • your workflows and processes
    • your technical requirements

    This involves deciding who should have access to the CMS, and at what level. You should also establish the approval procedures for creating, publishing and managing your digital content.

    For more information, see our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Content management system requirements checklist

    Tips to help you decide if you need a content management system for your website and how choose the right type of CMS.

    Not all businesses will require a content management system (CMS) to manage their websites. Whether you need a CMS or not depends on several factors.

    Do you need a content management system?

    To determine if you need a CMS, ask yourself the following questions:

    • How frequently will you be updating the site?
    • Will you regularly post serialised content like blogs and press releases?
    • Will you need real-time updates?
    • Will you need version control for your content?
    • Will you have a big editorial team with multiple user groups?
    • Will you need an approval workflow?
    • What other functionality do you need from your platform?
    • What technical skills do you have in-house?
    • Do you need reusable content and layout templates?
    • Can you cover the up-front costs and ongoing maintenance?

    If you have a small, brochure type website, with a small amount of content that you rarely need to change, it may be difficult to justify the additional cost, time and effort of setting up a CMS. You should weigh out the costs and the risks of implementing a new system against the possible improvements.

    If you have a static HTML website that you need to update frequently, or you plan to build an entirely new site, you should consider CMS as an option for your project.

    CMS requirements checklist

    If you determine that you need a CMS, you should look at the business objectives you expect it to meet. Draw up a checklist of the requirements and list the important CMS features and functions you would like the tool to have.

    For example, looking at your business requirements you may decide that you need a CMS with:

    • an e-commerce facility to handle online payments and process orders
    • an adaptable workflow
    • access to specific add-ons, plugins and features
    • a password-protected area for customers, suppliers or staff
    • an internal search functionality in addition to the standard site navigation
    • advance functionality such as online registration, display or affiliate marketing, product recommendations, user-generated content and other dynamic marketing content
    • web analytics functionality to measure website performance
    • integration with cache management tools, other business systems and applications

    You should also consider the wider business impact, for example:

    • the cost of CMS implementation (eg time, staffing, training and support)
    • the choice between open-source or proprietary systems
    • migrating your website to a cloud platform, partially or fully

    Migrating content to a new CMS

    It's worth noting that implementing a CMS on an existing website, especially one with a complex back-end system, may require a lot of development work. Occasionally, it may be more cost-effective to start over with a new website.

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  • Choose the best CMS for your business

    Consider factors like suppliers, costs, specifications, product features and support to find the best content management system for your business.

    Choosing a content management system (CMS) is a complex task. It requires careful consideration of features, costs, scalability, integration and, most of all, your business needs.

    How to choose the right CMS platform?

    Most businesses begin the selection process by making sure that they have a solid understanding of their business - its current and future needs and content management practices. Come up with a clear set of requirements that the CMS should meet and decide from the start what you can and can't do without.

    It's a good idea to prioritise your CMS requirements using the MoSCoW method:

    • must-have: critical features you can't work without
    • should-have: features you consider equally important but not time-critical
    • could-have: features you desire but aren't critical for performance
    • would have: features that seem nice but are not required or appropriate at this time

    Prioritising features in this way will give you a requirement matrix against which you can assess different solutions and their functionality.

    Remember to speak to different teams in your business to take in their requirements and organisational needs too. For example:

    • your IT team could need a CMS that fits with the existing infrastructure stack
    • your sales team might want CRM or e-payment systems integration
    • your marketing team might desire automation or digital marketing capabilities

    If you're planning to sell products or services from your website, make sure the platform you choose is suitable for e-commerce. See examples of important CMS features and functions.

    Key decision points to consider when choosing a CMS

    Some of the common critical factors in choosing a new content management system are:

    • ease of use
    • level of technical knowledge needed to use the CMS effectively
    • type of platform (eg open source, proprietary or cloud)
    • core or 'out of the box' features and capabilities
    • customisation (ie ease of adding new features and functionality)
    • third-party integration (eg with CRM or e-commerce platform)
    • scalability
    • responsiveness
    • ease of deployment
    • design flexibility
    • security
    • level of support (communities, forums, user support, maintenance etc)

    You must also consider budget and licensing when choosing a CMS. Some platforms are free while others will require a purchase. Be realistic about the initial costs as well as ongoing fees, for example for licence renewals, hosting or future development.

    Every project will be different, but the factors covered above should help you narrow down possible choices to a select few that may fit your specific business requirements. If possible, watch a demo, speak to current users and try out the software first, before making the final choice.

    How to find the right CMS supplier

    The process of finding the right CMS supplier is similar to that of choosing any other IT supplier for your business. You need to deal with someone you can trust, and who will support you throughout the process. You'll also need a CMS supplier who can meet your requirements at a price you can afford. 

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  • How to implement a content management system

    Things to consider when implementing a CMS for your website, from planning to testing and maintenance.

    Implementing a content management system (CMS) can be highly complex. The level of complexity will depend on your business needs and may involve considerable time and expense if you are deploying the system on an existing website.

    A clear implementation plan - including, for example, key deliverables, timescales, review dates, user acceptance testing - will help to control costs and time.

    CMS implementation plan

    As well as creating the website and designing the systems, you also need to take into account staff training within your implementation plan. Although you may work with an agency or a supplier to handle the setup and basic implementation, you may want to update the site using internal resources in the future.

    Even if you outsource updating and maintenance, it will be valuable if some people within the business are able to use the CMS. It will help with business continuity, particularly if you need to change suppliers. As part of the supplier selection process, you will have taken into account the levels and types of customer support, and your supplier should provide full documentation, including user manuals.

    Read about website maintenance: options and requirements.

    Testing and test sites

    Migration to a new site is vitally important, and you should consider having a test site working in parallel for some time, with access limited to key stakeholders so that you can investigate any issues. You can also use this test site for user acceptance testing (UAT). This training can involve suppliers, professional advisers, key staff and - if appropriate - key customers. The new site should only go live once you successfully complete UAT.

    See how to test and launch your website.

    Set up a quality control system

    After CMS implementation, you will need to put a quality control system into place, with a review process to ensure that updates are properly created and deployed. You can use key performance indicators for the site and the CMS to review and monitor performance.

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Advantages of using a content management system

In this guide:

  • What is a content management system?

    An overview of the different categories of CMS, including web and enterprise content management systems.

    A content management system (CMS) is a computer application specifically designed to help you manage your organisation's digital assets, including your web content.

    You can use a CMS alone or integrate it with other business applications. You can set it up directly on your network, use a web-based solution or run the software locally on your computers.

    Categories of content management systems

    Different types of CMS exist to handle different types of content. Common categories of CMS include:

    • web content management systems
    • enterprise content management systems
    • mobile content management systems
    • digital asset management systems
    • media asset management systems
    • document and records management systems
    • component content management systems

    Each of these specific types of CMS has its own acronym. However, the generic 'CMS' term nowadays typically applies to web content management solutions.

    What are web content management systems?

    Web content management systems are applications that help you create, control and publish your online content, without having to understand the code behind them.

    A web CMS generally consists of two elements:

    • a content management application providing a simple interface for non-technical users to add, manage and remove web content
    • a content delivery application providing back-end functionality for the delivery of content to the website

    How does a web content management system work?

    A web CMS works by allowing you to access your website's database via a simple, graphical user interface, usually through a web browser. Within this interface, you can access a range of content management tools to help you:

    • create and publish new pages on your website
    • update or remove existing content and pages
    • use pre-set categories, themes or templates to organise the layout of your pages
    • ensure consistent presentation of content across your whole website
    • manage the structure and navigation of your website, including menus and sitemaps
    • manage authoring permission levels and editorial workflows
    • store and retrieve different types of content (eg text, images, podcasts, videos) in your database

    Larger businesses may need additional CMS functionality, such as multi-site or multi-lingual support. 

    Your CMS should meet your specific business needs and cope with the different types of content you want to manage (eg text, audio, video, social media feeds, etc). See how to choose the best CMS for your business.

    What are enterprise content management systems?

    Enterprise content management systems typically store documents and other content that relate to the organisation's processes. They often combine different functions, including web content management, document and records management, workflow and collaboration tools, etc. Read more about enterprise content management.

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  • Different types of content management systems

    An overview of the different types of CMS, including examples of the most popular open source and proprietary CMS software.

    When choosing a content management system (CMS) for your business, it helps to understand the differences between the various types, their features and functions, and pricing models.

    Types and examples of content management systems

    There are three broad types of CMS software: open source, proprietary and Software-as-a-Service CMS, including cloud-based solutions.

    Open source CMS

    You can download open source CMS software at no initial cost. There are no licence or upgrade fees, or contracts. However, with open source CMS you may have to pay for:

    • technical help during installation and set up
    • customisation to extend the software beyond the core offering
    • compatible templates, add-ons and plugins (although free versions may be available)
    • staff training
    • support, including regularly updating the software

    Examples of the most widely used open source CMS platforms include:

    • WordPress
    • Joomla
    • Drupal
    • Magento (e-commerce)
    • PrestaShop (e-commerce)

    See a full list of open source CMS.

    You can install and manage open source CMS on a web server. While most solutions work out of the box, countless customisations are available to meet the different business needs, such as plugins for e-commerce websites, tools to help you optimise content for search engines or customise your design themes and layouts.

    Read more about open source business software.

    Proprietary CMS

    Proprietary or commercial CMS software is built and managed by a single company. Using such CMS generally involves:

    • buying a licence fee to use the software
    • paying monthly or annual charges for updates or support

    You may also need to pay additional costs for customisation and upgrades, as well as for training and ongoing technical or user support.

    Examples of popular CMS solutions include:

    • Kentico
    • Microsoft SharePoint
    • IBM Enterprise Content Management
    • Pulse CMS
    • Sitecore
    • Shopify

    See a full list of proprietary CMS.

    You can usually customise proprietary CMS with built-in functionalities, although this may come at an additional cost. If possible, look for a CMS solution that meets all of your requirements out of the box. If you are implementing a proprietary CMS with an existing website or back-end system, be aware that this may require extensive development work.

    If you're looking for a CMS for a brand new website, it is best to choose a solution that has all the important features and functions to meet your current and future business needs.

    Software as a Service (SaaS) CMS

    SaaS CMS solutions commonly include web content management software, web hosting, and technical support with a single supplier. These are virtual solutions hosted in the cloud and based on a subscription model, usually on a per-user or per-site basis. The pricing usually includes:

    • amount of data transfer (ie bandwidth to and from your site)
    • storage for your content and data
    • ongoing support

    There are two types of cloud content management systems:

    • 'Fully cloud' CMS often comes as part of a package or service. Typically, these are proprietary systems under the supplier's control, so it isn't always possible to customise or alter their functionality to suit your needs.
    • 'Partial cloud' CMS is located on your own cloud web server. It provides for greater flexibility since you can modify the functionality, either with add-on modules or by altering the source code.

    Cloud CMS offers some significant benefits to small and medium-sized businesses. For example:

    • costs are generally low - a small set-up fee usually covers a basic implementation
    • SaaS supplier deals with upgrades, maintenance and technical issues
    • the software is accessible from any computer, laptop or mobile with an internet connection
    • updates to software and features are available in real-time
    • packages are easily scalable - you can add more sites or users as your needs change

    See more on cloud computing and find tips to help you choose the best CMS for your business.

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  • Important CMS features and functions

    An overview of the most common CMS features to help you manage your organisation's information or web content efficiently.

    Most content management systems (CMS) share a core set of features and functions to enable the creation and modification of digital content, documents and data.

    What does a content management system do?

    A typical CMS aims to help users manage information efficiently. The key functions of most CMS applications include:

    • storing
    • indexing
    • search and retrieval
    • format management
    • revision control
    • access control
    • publishing
    • reporting

    For a more basic introduction to CMS, see what is a content management system.

    While some CMS are available as basic 'off the shelves' packages, other types of content management systems can be customised and enhanced with advanced add-ons, plug-ins and other features.

    Popular web CMS features

    A web content management system is typically capable of performing core CMS functions mentioned above. On top of this, however, web CMS may also include the following features:

    • SEO-friendly URLs
    • customisable templates to manage content presentation
    • permission-based access control
    • user and group functionality
    • content organisation structures, eg hierarchy and taxonomy
    • content virtualisation
    • versioning and workflow management
    • collaboration platform
    • delegation between user groups
    • language or user support
    • integrated file managers
    • integrated audit logs
    • install and upgrade wizards
    • compliance with website and accessibility standards

    One of the most user-friendly CMS features is the WYSIWYG editor, or 'what you see is what you get' text-editing tool that works like Microsoft Word. This tool allows you to manipulate the webpage code without having to know the underlying programming language (HTML).

    Beyond the creation and publishing of HTML content, you can also set up a CMS to:

    • support your online marketing campaigns
    • integrate with your customer relationship management system

    A good CMS will also support your search marketing by helping to improve your search engine optimisation.

    What is the best CMS for your website?

    As with any software, the key to choosing a CMS is to thoroughly understand your requirements and limitations are before you decide on the solution. A good CMS will be SEO-friendly, help you meet accessibility and international web standards, and will have the features and the functionality to fit your specific business needs.

    See our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Advantages of using a content management system

    Key benefits of using CMS to manage digital content in your business, and some challenges and problems that can come up.

    There are many advantages to using content management systems (CMS). These are not limited to websites with dynamic, interactive or regularly changing content.

    Advantages of CMS

    Compared to static HTML websites, key benefits of CMS include:

    • user-friendliness
    • quick deployment
    • ease of maintenance, including updates
    • cost-efficiency, especially with out-the-box solutions, open source or freeware
    • extendable functionality, through a large number of plugins and extensions
    • SEO-friendly features
    • developer and community support

    One of the main advantages of CMS is that it enables non-technically minded users to create functional pages or upload and modify content themselves, without having to outsource the work to a web developer or understand programming languages such as HTML or PHP.

    Disadvantages of content management systems

    Despite their many benefits, there are a few common problems to consider before choosing a CMS. For example:

    • there may be hidden costs (eg with implementation, customisation, support or training)
    • you may need significant server resources for certain types of CMS
    • you will need to apply regular upgrades and patches to ensure your software is secure

    In addition, with some proprietary solutions it may be:

    • difficult or expensive to customise
    • tricky to export data or move away to another platform
    • challenging to be locked in with only one supplier

    Importance of CMS to your business

    If you carefully source and implement the right CMS for your web project, it can help you:

    • streamline your authoring process
    • update your website remotely, as and when needed
    • ensure consistency in appearance and 'look and feel' of the website
    • customise your website to meet your precise business needs
    • use non-technical staff to make updates, although they may need basic training
    • reduce website maintenance costs
    • eliminate the need for web developers or webmasters for simple content updates
    • integrate your website with other business applications, such as customer relationship and asset management systems
    • store archived content, either for future use or reference
    • use dynamic marketing to improve sales or user satisfaction
    • optimise your website and content for search engines or mobile use

    To make the most of these benefits, you will need to define:

    • your workflows and processes
    • your technical requirements

    This involves deciding who should have access to the CMS, and at what level. You should also establish the approval procedures for creating, publishing and managing your digital content.

    For more information, see our CMS requirements checklist and tips to help you choose the best CMS for your business.

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  • Content management system requirements checklist

    Tips to help you decide if you need a content management system for your website and how choose the right type of CMS.

    Not all businesses will require a content management system (CMS) to manage their websites. Whether you need a CMS or not depends on several factors.

    Do you need a content management system?

    To determine if you need a CMS, ask yourself the following questions:

    • How frequently will you be updating the site?
    • Will you regularly post serialised content like blogs and press releases?
    • Will you need real-time updates?
    • Will you need version control for your content?
    • Will you have a big editorial team with multiple user groups?
    • Will you need an approval workflow?
    • What other functionality do you need from your platform?
    • What technical skills do you have in-house?
    • Do you need reusable content and layout templates?
    • Can you cover the up-front costs and ongoing maintenance?

    If you have a small, brochure type website, with a small amount of content that you rarely need to change, it may be difficult to justify the additional cost, time and effort of setting up a CMS. You should weigh out the costs and the risks of implementing a new system against the possible improvements.

    If you have a static HTML website that you need to update frequently, or you plan to build an entirely new site, you should consider CMS as an option for your project.

    CMS requirements checklist

    If you determine that you need a CMS, you should look at the business objectives you expect it to meet. Draw up a checklist of the requirements and list the important CMS features and functions you would like the tool to have.

    For example, looking at your business requirements you may decide that you need a CMS with:

    • an e-commerce facility to handle online payments and process orders
    • an adaptable workflow
    • access to specific add-ons, plugins and features
    • a password-protected area for customers, suppliers or staff
    • an internal search functionality in addition to the standard site navigation
    • advance functionality such as online registration, display or affiliate marketing, product recommendations, user-generated content and other dynamic marketing content
    • web analytics functionality to measure website performance
    • integration with cache management tools, other business systems and applications

    You should also consider the wider business impact, for example:

    • the cost of CMS implementation (eg time, staffing, training and support)
    • the choice between open-source or proprietary systems
    • migrating your website to a cloud platform, partially or fully

    Migrating content to a new CMS

    It's worth noting that implementing a CMS on an existing website, especially one with a complex back-end system, may require a lot of development work. Occasionally, it may be more cost-effective to start over with a new website.

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  • Choose the best CMS for your business

    Consider factors like suppliers, costs, specifications, product features and support to find the best content management system for your business.

    Choosing a content management system (CMS) is a complex task. It requires careful consideration of features, costs, scalability, integration and, most of all, your business needs.

    How to choose the right CMS platform?

    Most businesses begin the selection process by making sure that they have a solid understanding of their business - its current and future needs and content management practices. Come up with a clear set of requirements that the CMS should meet and decide from the start what you can and can't do without.

    It's a good idea to prioritise your CMS requirements using the MoSCoW method:

    • must-have: critical features you can't work without
    • should-have: features you consider equally important but not time-critical
    • could-have: features you desire but aren't critical for performance
    • would have: features that seem nice but are not required or appropriate at this time

    Prioritising features in this way will give you a requirement matrix against which you can assess different solutions and their functionality.

    Remember to speak to different teams in your business to take in their requirements and organisational needs too. For example:

    • your IT team could need a CMS that fits with the existing infrastructure stack
    • your sales team might want CRM or e-payment systems integration
    • your marketing team might desire automation or digital marketing capabilities

    If you're planning to sell products or services from your website, make sure the platform you choose is suitable for e-commerce. See examples of important CMS features and functions.

    Key decision points to consider when choosing a CMS

    Some of the common critical factors in choosing a new content management system are:

    • ease of use
    • level of technical knowledge needed to use the CMS effectively
    • type of platform (eg open source, proprietary or cloud)
    • core or 'out of the box' features and capabilities
    • customisation (ie ease of adding new features and functionality)
    • third-party integration (eg with CRM or e-commerce platform)
    • scalability
    • responsiveness
    • ease of deployment
    • design flexibility
    • security
    • level of support (communities, forums, user support, maintenance etc)

    You must also consider budget and licensing when choosing a CMS. Some platforms are free while others will require a purchase. Be realistic about the initial costs as well as ongoing fees, for example for licence renewals, hosting or future development.

    Every project will be different, but the factors covered above should help you narrow down possible choices to a select few that may fit your specific business requirements. If possible, watch a demo, speak to current users and try out the software first, before making the final choice.

    How to find the right CMS supplier

    The process of finding the right CMS supplier is similar to that of choosing any other IT supplier for your business. You need to deal with someone you can trust, and who will support you throughout the process. You'll also need a CMS supplier who can meet your requirements at a price you can afford. 

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  • How to implement a content management system

    Things to consider when implementing a CMS for your website, from planning to testing and maintenance.

    Implementing a content management system (CMS) can be highly complex. The level of complexity will depend on your business needs and may involve considerable time and expense if you are deploying the system on an existing website.

    A clear implementation plan - including, for example, key deliverables, timescales, review dates, user acceptance testing - will help to control costs and time.

    CMS implementation plan

    As well as creating the website and designing the systems, you also need to take into account staff training within your implementation plan. Although you may work with an agency or a supplier to handle the setup and basic implementation, you may want to update the site using internal resources in the future.

    Even if you outsource updating and maintenance, it will be valuable if some people within the business are able to use the CMS. It will help with business continuity, particularly if you need to change suppliers. As part of the supplier selection process, you will have taken into account the levels and types of customer support, and your supplier should provide full documentation, including user manuals.

    Read about website maintenance: options and requirements.

    Testing and test sites

    Migration to a new site is vitally important, and you should consider having a test site working in parallel for some time, with access limited to key stakeholders so that you can investigate any issues. You can also use this test site for user acceptance testing (UAT). This training can involve suppliers, professional advisers, key staff and - if appropriate - key customers. The new site should only go live once you successfully complete UAT.

    See how to test and launch your website.

    Set up a quality control system

    After CMS implementation, you will need to put a quality control system into place, with a review process to ensure that updates are properly created and deployed. You can use key performance indicators for the site and the CMS to review and monitor performance.

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