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Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
Website Governance Nirvana in 7 steps.
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Website Governance Nirvana in 7 steps.

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  • Because I specialize in redesigns and reducing and refocusing very large sites.
  • It’s something I’ve only recently discovered and embraced.. I use to work for a technology company and goverence meant the sharepoint user roles and approval flows we had to create.. I’ve since found it to be a bit wider reaching than that.. i.e. it involves working with people not just delivering technical platforms.
  • Yep governce can be cool and awesome.
  • Don’t try and push the proverbial up hill find people who can see the oppertunites and are excited
  • Design for analysis formulate the questions and design for the answers.
  • You need to have someone with the mandate and authority to tell people no they can’t publish that or to enforce standards.
  • Guidelines that go into the Governance document
  • This is a screen shot of a single customers journey using the tool kiss metrics..
  • And it means that when run these types of workshops they’re super short because you already have all the answers!
  • A small completely improvement project that is perfectly formed and finished beats a mega over designed monster that hits the world half baked – b/c you ran out of money during build
  • Transcript

    • 1. 1 The other end users, 7 steps to governance Nirvana Emma Knight Digital Arts Network (Shift)
    • 2. I work in an agency. This is what I see.
    • 3. 3 Organisation
    • 4. Operations / Corp Comms IT 4 Marketing / Comms
    • 5. 5 TV, Banners, Rad io, websites Speed and reliability of service Call centres, shops, support
    • 6. 6 Person (Customer/client /user/visitor) TV, Banners, Radio, websites Speed and reliability of service Call centres, shops, s upport
    • 7. 7 Person (Customer/client /user/visitor) Agency
    • 8. Principle 1 We have to know why….
    • 9. 9
    • 10. Principle 2 We’re guided by users.
    • 11. 11 Organisation Person (Customer/client /user/visitor)
    • 12. Engaging your users… 1. Qualitative surveys and one on one interviews 2. Watching them in their natural environment 3. Usability testing 4. Co-design sessions with them to help define requirements and get ideas for how to develop products/channels 5. Creating personas and user stories 6. Defining key usage scenarios based on how people actually use systems
    • 13. 17 Organisation Person (Customer/client /user/visitor)
    • 14. The other end users…
    • 15. The people who operate, support and add content to the self service channels you create…
    • 16. A real life example……
    • 17. 21 • 5yrs organic growth • 20 autonomous people Imagine a 7000 page website
    • 18. 22 • No structure • No direction • No owner • No support Not like facebook, linkedin or twitter
    • 19. 20 people who know nothing about building, building a house, together. In their spare time Doing as little as possible Not talking to each other
    • 20. The Cabin in the Woods (2012) PlayStation Lemming (2012)
    • 21. http://www.arngren.net / (2013)
    • 22. 26 Lots of content + lots of people = Madness Fact
    • 23. 27
    • 24. 28
    • 25. 29
    • 26. 30
    • 27. 31 Governance
    • 28. 32 Governance? Giving people the tools to do a great job and make the right decisions.
    • 29. http://www.arngren.net / (2013)
    • 30. Kowloon Walled City http://www.dailymail.co.uk/news/article-2139914/A-rare-insight-Kowloon-Walled-City.html (2013)
    • 31. “That sounds really expensive.”
    • 32. Really?
    • 33. Other expensive things: • A total redesign every three years.
    • 34. Other expensive things: • A total redesign every three years. • Lost clients and sales leads.
    • 35. Other expensive things: • A total redesign every three years. • Lost clients and sales leads. • Requiring a call center to field general enquiries.
    • 36. Other expensive things: • A total redesign every three years. • Lost clients and sales leads. • Requiring a call center to field general enquiries. • Damage to the perception & trust of a brand.
    • 37. Good governance is hard to find….
    • 38. It’s just a bit hard. • It means people have to change the way they do things. • People don’t really like change. • Unfortunately - a tool’s just not going to fix it.
    • 39. Use people, policies (what happens when?) and standardised processes (how do I?) To smash unnecessarily ambiguity out of the park. March forward toward shared goals. Fix conflict.
    • 40. From one of these, to a team of these Lemming Doozers
    • 41. Kowloon Walled City From this to this Copenhagen
    • 42. Kowloon Walled City Copenhagen 46 From this to this
    • 43. From this to thisFrom this to this
    • 44. 48 How?
    • 45. What's the process There’s seven steps….
    • 46. Governance model Decide what will work with the organisation to make sure the new tools, the project, and the people who will look after them have the support they will need. One
    • 47. Create THE gang Gather a group of interested people who represent those who use the tools, and create the content. Two http://projects.vrac.iastate.edu/REU2011/2011/08/03/stick-people-are-better-than-papers/ (2011)
    • 48. Vision & Success Establish a vision, and what success looks like, figure out how to measure it. “Search The performance and ease of searching for all content on the new Intranet is vastly improved compared to our existing Intranet.” Three
    • 49. Metric (What) Measures (Why) Tool (How)
    • 50. Ownership & Escalation Define who owns the whole experience and who owns the integrity of the content. (Hint: they’re different people) Four
    • 51. 55
    • 52. 56
    • 53. KPIs & Accountability Give people the time and incentive to keep the tools up to date. Five Harvard Business Review (2004 г)
    • 54. Measure & Iterate What people use and meet regularly to figure out how to do it better. Six https://www.kissmetrics.com/
    • 55. 59 Feed the machine You’ve created the machine, now train and guide people on how to add digital to their content processes. Seven Talk to digital manager about how to incorporate into online channels An Author's Guide to Scholarly Publishing (1996)
    • 56. The 7 Step Process 1.Decide on a governance model/approach for your new tools 2.Create your steering group 3.Establish a vision and what success looks like, figure out how to measure it. 4.Define who owns the whole experience and who owns the integrity of the content. 5. Give people the time and incentive to keep the tools up to date. 6. Measure and meet regularly to figure out how to do it better. 5. Add digital to the process, and guide people on how to do it
    • 57. 61 But….
    • 58. What about design by committee? • Appoint an owner of the site experience, • Empower them to make decisions. • Use research and you business goals to focus decisions. (say no to opinionitis) Doozers
    • 59. But what about? We can’t spare the resource! • Create less content. • Invest in more effective content that needs to be updated less often.
    • 60. But what about? Distributed publishing • If you don’t have the resource to TRAIN, QA and GOVERN a team of people publishing their own content. • You don’t have enough resource for distributed publishing.
    • 61. 65 From here..
    • 62. Get Governing! It’s fun and saves you money in the long run* *not actually proven.. but remember those expensive things I mentioned. 6666
    • 63. Agree on where your going, measure as you go and check if that’s the still the right direction.
    • 64. Whose role is it enforce the ‘compliance’ or staff behavior to codes of conduct?
    • 65. Create order and alignment internally so you’re easier to work with 
    • 66. 70 Person (Customer/client /user/visitor)
    • 67. Create tools with & around your people, empower them to look after them 
    • 68. Engaged staff = Engagement with your users MANTRA 7272
    • 69. “Start where you are, use what you have, do what you can” Arthur Ashe 73
    • 70. 74 What shopping experience would you prefer? Kowloon Walled City Copenhagen Text
    • 71. Thanks! Emma.knight@dan.co.nz 75

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