The New Analytics of
Web Governance
1. About me
2. Web Governance

3. Web Governance analytics

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
About
Me
First article
published on A List Part

siteimprove.com

info@siteimprove.com

2013

2012

2009

2008

2007

2006

1-855-S...
About
Web Governance
What is it?

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
Web Governance describes everything needed to
manage a website in a controlled & orderly way.

siteimprove.com

1-855-SITE...
Data &
security mgt
Change
control

Governance
rules

QA

Build

Design

Content
KPIs

Publishing

Feedback
Social
Network...
Skills

Data &
security mgt

Teams

Manpower
Change
control

Build

Governance
rules

Design

QA

Documentation

Content
K...
At its most basic, Web Governance can be
described in terms of just 3 components
as summarised in the following illustrati...
ACTIVITIES

SCALE

RESOURCES

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
SIZE

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
LEADERSHIP

DEVELOPMENT

MAINTENANCE

INFRASTRUCTURE

Set strategy & KPIs

Planning

Publishing

Select architecture

Set ...
Skills

Standards

Tools

Salaries

Manpower

Procedures

Systems

Technology

Roles & Teams

Documentation

Technology

S...
2

Based on a measure of Scale,
assess the granularity of your
Governance Activities.

1

Find out how Big, Busy &
Complex...
2

The Activities of Web Governance
are simple & occur infrequently

1

Little content
Low traffic
Basic technology

3

Re...
2

Activities are highly complex,
highly granular & occur frequently

1

Lots of content
Heavy traffic
V. complex technolo...
Psst! Can also compare
sites of the same scale…

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
ReOrganise

1

Discover

siteimprove.com

2

Organise

1-855-SITEIMPROVE

3

Optimise

info@siteimprove.com
Use the Framework to
ensure all Activities &
Resources of Web
Governance are covered.

siteimprove.com

Use the Framework ...
Web
Governance
Analytics
Web Governance is not an end in itself.
It is a means to an end.

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
A system of Web Governance that delivers
quality & stability has a number of features…

siteimprove.com

1-855-SITEIMPROVE...
1

1. All activities are done (with no gaps)
& to the right level of granularity …
siteimprove.com

1-855-SITEIMPROVE

inf...
1

2

2. With the right numbers of people with the right skills
in appropriate roles & teams…
siteimprove.com

1-855-SITEI...
1

2

3

3. Using rigorous & reproducible processes that deliver
consistent quality on a timely basis…
siteimprove.com

1-...
1

2

3

4

4. With the assistance of correctly sourced tools &
technology that are appropriate to the job…
siteimprove.co...
1

2

5

3

4

5. Based on a budget that matches expectations for
online strategy & online quality.
siteimprove.com

1-855...
The quality & stability of this system (or lack of it) can
be assessed via the analytics of Web Governance…

siteimprove.c...
Organisational
Indicators

Operational
Indicators

siteimprove.com

Online
Indicators

1-855-SITEIMPROVE

info@siteimprove...
Quantitative
RoI
Business risk
Staff retention
…

Qualitative
Staff feedback
& satisfaction

Quantitative
Speed
Quality
Co...
Quantitative
Happy staff
Low risk
Good RoI
…

Quantitative
On time
Consistent quality
Affordable
…

Qualitative

“A great ...
CMS tool

SEO tool

Project mgt tool

QA & error tool

Bug tracking tool

Web analytics tool

Site availability tool

Web ...
It is when these indicators go “bad”, that there
may be something amiss in Web Govenance

siteimprove.com

1-855-SITEIMPRO...
Quantitative
Qualitative
High staff turnover “An awful place
Very costly team to work :(”
Dodgy practices
…

Quantitative
...
How to do an audit to see if
Web Governance is at fault…

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
1

1. Audit all activities to ensure everything
is being done (i.e. there are no gaps).
For example, if content goes live ...
1

2

2. Identify if person(s) responsible has enough skill, time
& direction to do the job.
Perhaps the staff member resp...
1

2

2. Identify if person(s) responsible has enough skill, time
& direction to do the job.
Perhaps the responsible staff...
1

2

3

3. Identify how each task is done, how rigorous the
process is & how well it is followed.
Perhaps QA is occurring...
1

2

3

4

4. Identify what tools are used (if any)
& whether they are suitable to the job.
Perhaps the staff member does...
1

2

5

3

4

5. Finally, check what budget is available &
whether it is appropriate to the task.
Perhaps too much budget...
Diagnosis is not always simple.

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
But high turnover of staff due to
too excessive pressure/demands.

Web Team works
well with internal
customers.

siteimpro...
Using data for better decision making

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
What to do now…

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
Get the tools.

siteimprove.com

Get the insight.

1-855-SITEIMPROVE

Start optimising.

info@siteimprove.com
We want a dashboard, so more APIs please!

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
Web Governance Framework © Shane Diffily.
For LOTS of free downloads about Web Governance, go to www.diffily.com
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New analytics of web governance

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Siteimprove Customer Workshop Oct 2013

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New analytics of web governance

  1. 1. The New Analytics of Web Governance
  2. 2. 1. About me 2. Web Governance 3. Web Governance analytics siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  3. 3. About Me
  4. 4. First article published on A List Part siteimprove.com info@siteimprove.com 2013 2012 2009 2008 2007 2006 1-855-SITEIMPROVE 2011 Partnership with Siteimprove Release “The Website Manager’s Handbook” 2005 2004 2003 2002 2001 2000 1999 Start publishing articles on www.diffily.com Second article published on A List Part 2010 Start to research Web Governance
  5. 5. About Web Governance
  6. 6. What is it? siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  7. 7. Web Governance describes everything needed to manage a website in a controlled & orderly way. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  8. 8. Data & security mgt Change control Governance rules QA Build Design Content KPIs Publishing Feedback Social Networks Resoucring Approve activity Performance Architecture mgt Promotion Strategy Review Testing Planning Technical monitoring Hosting siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  9. 9. Skills Data & security mgt Teams Manpower Change control Build Governance rules Design QA Documentation Content KPIs Systems Tools Publishing Procedures Feedback Social Networks Resoucring Budget Approve activity Performance Architecture mgt Promotion Strategy Review Testing Planning Technology siteimprove.com Roles Technical monitoring Hosting 1-855-SITEIMPROVE info@siteimprove.com
  10. 10. At its most basic, Web Governance can be described in terms of just 3 components as summarised in the following illustration. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  11. 11. ACTIVITIES SCALE RESOURCES siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  12. 12. SIZE siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  13. 13. LEADERSHIP DEVELOPMENT MAINTENANCE INFRASTRUCTURE Set strategy & KPIs Planning Publishing Select architecture Set governance rules Content QA Performance mgt Set all resourcing Design Feedback & engagement Architecture mgt Approve & monitor activity Build Performance monitoring Data & security mgt Testing Technical monitoring Hosting Change control Promotion Review siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  14. 14. Skills Standards Tools Salaries Manpower Procedures Systems Technology Roles & Teams Documentation Technology Services PEOPLE PROCESSES TOOLS BUDGET siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  15. 15. 2 Based on a measure of Scale, assess the granularity of your Governance Activities. 1 Find out how Big, Busy & Complex your site is - & how it will change over time. 3 Based on the granularity of the Activities, plan the sophistication of your Governance Resources. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  16. 16. 2 The Activities of Web Governance are simple & occur infrequently 1 Little content Low traffic Basic technology 3 Resources are unsophisticated, cheap & require little management. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  17. 17. 2 Activities are highly complex, highly granular & occur frequently 1 Lots of content Heavy traffic V. complex technology 3 Resources are sophisticated, expensive & require lots of management. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  18. 18. Psst! Can also compare sites of the same scale… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  19. 19. ReOrganise 1 Discover siteimprove.com 2 Organise 1-855-SITEIMPROVE 3 Optimise info@siteimprove.com
  20. 20. Use the Framework to ensure all Activities & Resources of Web Governance are covered. siteimprove.com Use the Framework to communicate & plan a new system of Web Governance. 1-855-SITEIMPROVE Use the Framework to maintain stability & optimise for better RoI. info@siteimprove.com
  21. 21. Web Governance Analytics
  22. 22. Web Governance is not an end in itself. It is a means to an end. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  23. 23. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  24. 24. A system of Web Governance that delivers quality & stability has a number of features… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  25. 25. 1 1. All activities are done (with no gaps) & to the right level of granularity … siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  26. 26. 1 2 2. With the right numbers of people with the right skills in appropriate roles & teams… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  27. 27. 1 2 3 3. Using rigorous & reproducible processes that deliver consistent quality on a timely basis… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  28. 28. 1 2 3 4 4. With the assistance of correctly sourced tools & technology that are appropriate to the job… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  29. 29. 1 2 5 3 4 5. Based on a budget that matches expectations for online strategy & online quality. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  30. 30. The quality & stability of this system (or lack of it) can be assessed via the analytics of Web Governance… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  31. 31. Organisational Indicators Operational Indicators siteimprove.com Online Indicators 1-855-SITEIMPROVE info@siteimprove.com
  32. 32. Quantitative RoI Business risk Staff retention … Qualitative Staff feedback & satisfaction Quantitative Speed Quality Cost … Quantitative Functionality Usability Accessibility … Qualitative Customer feedback & satisfaction siteimprove.com 1-855-SITEIMPROVE Qualitative User feedback & satisfaction info@siteimprove.com
  33. 33. Quantitative Happy staff Low risk Good RoI … Quantitative On time Consistent quality Affordable … Qualitative “A great place to work” (Example) Content Quantitative 100% error free High readability Good SEO … Qualitative “Very responsive team & great comms.” siteimprove.com Qualitative “Clear info about a difficult topic.Thanks! 1-855-SITEIMPROVE info@siteimprove.com
  34. 34. CMS tool SEO tool Project mgt tool QA & error tool Bug tracking tool Web analytics tool Site availability tool Web readability tool … siteimprove.com … 1-855-SITEIMPROVE info@siteimprove.com
  35. 35. It is when these indicators go “bad”, that there may be something amiss in Web Govenance siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  36. 36. Quantitative Qualitative High staff turnover “An awful place Very costly team to work :(” Dodgy practices … Quantitative Late delivery Shoddy work Expensive … (Example) Content Qualitative “A thoroughly difficult team to work with” siteimprove.com 1-855-SITEIMPROVE Quantitative Lots of errors Poor readability Missing metadata … Qualitative “Hello!? Please reply to my emails!” info@siteimprove.com
  37. 37. How to do an audit to see if Web Governance is at fault… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  38. 38. 1 1. Audit all activities to ensure everything is being done (i.e. there are no gaps). For example, if content goes live with many misspellings, is it because the task of 'Quality Assurance' is not occurring, or is only being done on a cursory level? siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  39. 39. 1 2 2. Identify if person(s) responsible has enough skill, time & direction to do the job. Perhaps the staff member responsible does not have enough time. Alternatively, perhaps no-one has been formally assigned to QA by the Web Manager? siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  40. 40. 1 2 2. Identify if person(s) responsible has enough skill, time & direction to do the job. Perhaps the responsible staff member does not have the right skills. Or maybe the Web Manager has nominated someone who is inappropriate to the role? siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  41. 41. 1 2 3 3. Identify how each task is done, how rigorous the process is & how well it is followed. Perhaps QA is occurring but the staff member is ignoring the documented process. Or perhaps the process itself is not detailed enough and is missing key steps? siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  42. 42. 1 2 3 4 4. Identify what tools are used (if any) & whether they are suitable to the job. Perhaps the staff member does not have the right tool for the job or is using the tool in the wrong way? siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  43. 43. 1 2 5 3 4 5. Finally, check what budget is available & whether it is appropriate to the task. Perhaps too much budget is applied elsewhere, e.g. so much funding goes into creating new content that little is left over for on-going maintenance? siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  44. 44. Diagnosis is not always simple. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  45. 45. But high turnover of staff due to too excessive pressure/demands. Web Team works well with internal customers. siteimprove.com Poor leadership? Inadequate budget/time? Misdesigned processes? Web Team delivers a good quality web experience. 1-855-SITEIMPROVE info@siteimprove.com
  46. 46. Using data for better decision making siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  47. 47. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  48. 48. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  49. 49. What to do now… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  50. 50. Get the tools. siteimprove.com Get the insight. 1-855-SITEIMPROVE Start optimising. info@siteimprove.com
  51. 51. We want a dashboard, so more APIs please! siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  52. 52. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  53. 53. Web Governance Framework © Shane Diffily. For LOTS of free downloads about Web Governance, go to www.diffily.com

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