Gerry McGovern PCW09
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Gerry McGovern PCW09

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Gerry McGovern PCW09 Gerry McGovern PCW09 Presentation Transcript

  • Task Management Building perfect council websites ’09 July 15, 2009 Gerry McGovern gerry@customercarewords.com
  • The Story of a Web Site
  • …with a simple vision statement: “Give your customers what they want” “Help them find what they need”
  • The vision quickly becomes… Publish lots of cool content to the site
  • And, the authors start publishing lots of good pages…
  • …and the site manager says, “Page views are going up, but we can do better!”
  • And the authors focus on creating more, better, faster…
  • But the analytics team walks in, and interrupts, “Wait a second here…” S atisfac tio n is no t p! moving u ???
  • It turns out the customer isn’t happy with the growing site… Not what I want! Can’t find it! Don’t like it!
  • So, the team decides to fix things… Content issues? Revise it. If at first you don’t succeed, try, and try again!
  • Search not working? Add keywords. Lots of them. To every page.
  • Navigation not working? Redesign the site. Add links. Put them on the home page. I think this is what you really Get need. this. Now! You said you want this. Here you go.
  • But, things don’t get much better. Success indicators still stay flat.
  • ?? ?? ??
  • #3 Hide Pages from Search What was happening? The wrong customers were finding the function topics. English teachers, who …were finding the IMSUM function. wanted to add Aarrrgh! I’m not a Math numbers… teacher!
  • Putting Citizens First: Transforming Online Government A White Paper Written for the 2008 – 2009 Presidential Transition Team by the Federal Web Managers Council
  • “The U.S. economy loses millions of hours of “citizen productivity” every year when people can’t efficiently accomplish basic government tasks online … “Agencies should be required and funded to identify their core online customer tasks, and to develop service standards and performance benchmarks for completing those tasks.”
  • CONTENT FACTORS Factor Positive Negative Up-to-date Up-to-date Out-of-date information information Accurate Inaccurate Accurate information information Complete Incomplete Complete information information Full of jargon, Language Plain language corporate speak
  • SOCIAL FACTORS Factor Positive Negative Easy to contact a Hard to contact a Contact person person Easy to participate Hard to participate Participation / give feedback / give feedback Gives me the facts Misleading / not Open / transparent transparent Has ratings, Has no ratings, Recommendations reviews, reviews, recommendations recommendations
  • INFORMATION ARCHITECTURE FACTORS Factor Positive Negative Helpful search Search results Poor search results Clear menus and Confusing menus Navigation links and links Simple layout / Cluttered layout / Layout easy to read hard to read Looks attractive / Looks unattractive / Visual appeal appealing unappealing Speed Fast to do things Slow to do things