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The New Analytics of
Web Governance
Organisational
Indicators

Operational
Indicators

siteimprove.com

Online
Indicators

1-855-SITEIMPROVE

info@siteimprove...
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
1. Labour saving

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
2. Decision support

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
1. Define Web Governance
2. Using 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
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...
ReOrganise

1

Discover

siteimprove.com

2

Organise

1-855-SITEIMPROVE

3

Optimise

info@siteimprove.com
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 level of stability can be tracked by
by measuring a series of indicators…

siteimprove.com

1-855-SITEIMPROVE

info@si...
Online
Indicators

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
Quantitative
Functionality
Usability
Accessibility
…
Qualitative
User feedback
& satisfaction

siteimprove.com

1-855-SITE...
Quantitative
Functionality
Usability
Accessibility
…

Operational
Indicators

Qualitative
User feedback
& satisfaction

si...
Quantitative
Speed
Quality
Cost
…

Quantitative
Functionality
Usability
Accessibility
…

Qualitative
Customer feedback
& s...
Organisational
Indicators

Quantitative
Speed
Quality
Cost
…

Quantitative
Functionality
Usability
Accessibility
…

Qualit...
Quantitative
RoI
Business risk
Staff retention
…

Qualitative
Staff feedback
& satisfaction

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

Qualitative

“A great place
to work”

Quantitative
On time
Consistent qualit...
The indictors are being bolstered by many new
sources of Web Governance Analytics…

siteimprove.com

1-855-SITEIMPROVE

in...
CMS
QA & error checking
Bug tracking
Content readability
Site availability
Project mgt
Social media tracking
Web analytics...
Gartner © Digital Marketing Hype Cycle for 2013
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
Gartner © Digital Marketing Hype Cycle for 2013
siteimprove.com

1-855-SITEIMPROVE

info@siteimprove.com
The Analytics & Indicators act as an early warning
system for when things go “bad” in Web Governance

siteimprove.com

1-8...
Quantitative
Qualitative
High staff turnover “An awful place
to work :(”
Very costly team
Dodgy practices
…

Quantitative
...
Follow the audit trail to find out if
Web Governance has gone wrong

siteimprove.com

1-855-SITEIMPROVE

info@siteimprove....
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...
Data can also be used to optimize Web Governance

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
Discover

siteimprove.com

Organise

1-855-SITEIMPROVE

Optimise

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.
See more at www.diffily.com
Wanna free book?
Of course you do!
"very clear & well written...a lot of practical depth...I'm sure
that someone managing,...
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The New Analytics of Web Governance

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It is a mistake to think that the only things that can go wrong on a website are those that are easiest to measure.

While it is relatively easy to track the effects of poor design or content on online performance using web analytics - what about poor Web Governance? What if your site management is not up-to-the-job? How will you know?

As explained in this presentation, every Web Manager needs a new set of analytics to track the effects of governance on the quality of their site.

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Transcript of "The New Analytics of Web Governance"

  1. 1. The New Analytics of Web Governance
  2. 2. Organisational Indicators Operational Indicators siteimprove.com Online Indicators 1-855-SITEIMPROVE info@siteimprove.com
  3. 3. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  4. 4. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  5. 5. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  6. 6. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  7. 7. 1. Labour saving siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  8. 8. 2. Decision support siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  9. 9. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  10. 10. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  11. 11. 1. Define Web Governance 2. Using Web Governance analytics siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  12. 12. About Me
  13. 13. 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
  14. 14. About Web Governance
  15. 15. What is it? siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  16. 16. Web Governance describes everything needed to manage a website in a controlled & orderly way. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  17. 17. 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
  18. 18. 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
  19. 19. 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
  20. 20. ACTIVITIES SCALE RESOURCES siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  21. 21. 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
  22. 22. 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
  23. 23. 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
  24. 24. ReOrganise 1 Discover siteimprove.com 2 Organise 1-855-SITEIMPROVE 3 Optimise info@siteimprove.com
  25. 25. Web Governance Analytics
  26. 26. Web Governance is not an end in itself. It is a means to an end. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  27. 27. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  28. 28. A system of Web Governance that delivers quality & stability has a number of features… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  29. 29. 1 1. All activities are done (with no gaps) & to the right level of granularity … siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  30. 30. 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
  31. 31. 1 2 3 3. Using rigorous & reproducible processes that deliver consistent quality on a timely basis… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  32. 32. 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
  33. 33. 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
  34. 34. The level of stability can be tracked by by measuring a series of indicators… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  35. 35. Online Indicators siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  36. 36. Quantitative Functionality Usability Accessibility … Qualitative User feedback & satisfaction siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  37. 37. Quantitative Functionality Usability Accessibility … Operational Indicators Qualitative User feedback & satisfaction siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  38. 38. Quantitative Speed Quality Cost … Quantitative Functionality Usability Accessibility … Qualitative Customer feedback & satisfaction siteimprove.com 1-855-SITEIMPROVE Qualitative User feedback & satisfaction info@siteimprove.com
  39. 39. Organisational Indicators Quantitative Speed Quality Cost … Quantitative Functionality Usability Accessibility … Qualitative Customer feedback & satisfaction siteimprove.com 1-855-SITEIMPROVE Qualitative User feedback & satisfaction info@siteimprove.com
  40. 40. 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
  41. 41. Quantitative Happy staff Low risk Good RoI … Qualitative “A great place to work” Quantitative On time Consistent quality Affordable … 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
  42. 42. The indictors are being bolstered by many new sources of Web Governance Analytics… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  43. 43. CMS QA & error checking Bug tracking Content readability Site availability Project mgt Social media tracking Web analytics SEO CRM … softwareqatest.com websitetestingtools.com siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  44. 44. Gartner © Digital Marketing Hype Cycle for 2013 siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  45. 45. Gartner © Digital Marketing Hype Cycle for 2013 siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  46. 46. The Analytics & Indicators act as an early warning system for when things go “bad” in Web Governance siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  47. 47. Quantitative Qualitative High staff turnover “An awful place to work :(” Very costly team 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
  48. 48. Follow the audit trail to find out if Web Governance has gone wrong siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  49. 49. 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
  50. 50. 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
  51. 51. 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
  52. 52. 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
  53. 53. 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
  54. 54. 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
  55. 55. Diagnosis is not always simple. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  56. 56. 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
  57. 57. Data can also be used to optimize Web Governance siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  58. 58. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  59. 59. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  60. 60. What to do now… siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  61. 61. Discover siteimprove.com Organise 1-855-SITEIMPROVE Optimise info@siteimprove.com
  62. 62. We want a dashboard, so more APIs please! siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  63. 63. siteimprove.com 1-855-SITEIMPROVE info@siteimprove.com
  64. 64. Web Governance Framework © Shane Diffily. See more at www.diffily.com
  65. 65. Wanna free book? Of course you do! "very clear & well written...a lot of practical depth...I'm sure that someone managing, particularly a large website, would find it genuinely useful". Gerry McGovern Email me: shane@diffily.com Web: www.diffily.com
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