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The Case for a Web Governance Audit: Your 360 Degree Performance Review Kathy McShea 2008

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Agenda <ul><li>Common obstacles & opportunities ... managing the Web </li></ul><ul><li>Definitions ... what is Web Governance? </li></ul><ul><li>The audit scope ... topics we cover </li></ul><ul><li>Method ... our tactics to gather info </li></ul><ul><li>Benefits ... what you will gain </li></ul><ul><li>Timeline ... how long it takes </li></ul>

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Common audit triggers Audit Time! Team Building Mandate New Leadership Arrives Strategic Plan Rewrite Budget Cycle Opportunity Risk Mgt Directive Change Management Time for an Audit!

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Web management obstacles <ul><li>Confusion & Disarray </li></ul><ul><li>Find common ground & language </li></ul><ul><li>Balance competing needs </li></ul><ul><li>Untrustworthy Info </li></ul><ul><li>Uncover information bias </li></ul><ul><li>Discover problems hidden from view </li></ul><ul><li>Lack of Direction/Strategy </li></ul><ul><li>Where do I begin? </li></ul><ul><li>Compared to what? </li></ul>

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Web management opportunities <ul><li>Push to Publish </li></ul><ul><li>Tools ease barriers to entry for publishing </li></ul><ul><li>Stay on Top of Trends </li></ul><ul><li>Web 2.0 > user generated content </li></ul><ul><li>Widgets and XML </li></ul><ul><li>Enormous Growth </li></ul><ul><li>Web site size explodes </li></ul><ul><li>Audience potential soars </li></ul>

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Web Governance Defined <ul><li>Web governance is: To assure your Web operations and support meet established strategic business objectives leveraging appropriate </li></ul><ul><ul><li>rules </li></ul></ul><ul><ul><li>roles </li></ul></ul><ul><ul><li>relationships </li></ul></ul>

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The framework rules roles relationships

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First Principles <ul><li>Rules Standards must govern decisions </li></ul><ul><li>Roles A division of labor must accent accountability </li></ul><ul><li>Relationships Strive to be networked with the organization, not insular </li></ul>

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Governing processes Manage Program Plan/Execute Initiatives Improve Services Clear structure for monitoring operations Lifecycle management for documentation Policy adoption and adherence <ul><ul><li>Design strategy </li></ul></ul><ul><ul><li>Metrics collection </li></ul></ul>Set standards Implement > Monitor Recognize success

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Best Practices for Structure model

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Charter Outline <ul><li>Official designation </li></ul><ul><li>Committee’s objectives, scope of activities, duties </li></ul><ul><li>Time period necessary to carry out duties; termination </li></ul><ul><li>Program office responsible for providing support </li></ul><ul><li>Chairperson </li></ul><ul><li>Members </li></ul><ul><li>Description of duties for which committee is responsible </li></ul><ul><li>Estimated number and frequency of meetings </li></ul><ul><li>Sub-Committees </li></ul><ul><li>Reports and Transparency </li></ul>

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Core processes Provide Valuable Content Help People Find Information Leverage the Feedback Loop Trust - Transparent - Reviews - Links Confidence - Content - Font - Graphics Confidence -Navigation - Search - Efficiency Awareness - Accessible <ul><li>Satisfaction </li></ul><ul><li>User Help - Feedback </li></ul>

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Expert Review <ul><li>A scorecard maps the user experience to a “value” ladder </li></ul><ul><li>Prioritize: take it a step at a time , to rise above “discouraged” </li></ul>

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Enabling processes Care for People IT Support Infrastructure Staffing Training and support Site performance Program management & oversight procedures Resource & Asset Mgt. Publishing tool Requirements gathering Budget and spending controls Enterprise architecture markers Domain administration

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Do You Know Your Web Status? <ul><li>Management </li></ul><ul><ul><li>Objectives </li></ul></ul><ul><ul><li>Roles/responsibilities </li></ul></ul><ul><ul><li>Procedures </li></ul></ul><ul><ul><li>Reviews </li></ul></ul><ul><ul><li>Resources </li></ul></ul><ul><li>Oversight </li></ul><ul><ul><li>Control records/docs </li></ul></ul><ul><ul><li>Internal audits </li></ul></ul><ul><ul><li>Non-conforming product </li></ul></ul><ul><ul><li>Prevent & correct actions </li></ul></ul><ul><ul><li>Implement solutions </li></ul></ul>

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example What if you had a dashboard?

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The Method <ul><li>Survey Web community </li></ul><ul><li>Usability reviews </li></ul><ul><ul><li>Expert (heuristic) review </li></ul></ul><ul><ul><li>Automated reviews </li></ul></ul><ul><li>Staffing analysis </li></ul><ul><ul><li>Org chart </li></ul></ul><ul><ul><li>Publication rights review </li></ul></ul><ul><ul><li>job descriptions </li></ul></ul><ul><ul><li>job satisfaction surveys </li></ul></ul><ul><li>Review core documentation </li></ul><ul><ul><li>Any written strategic objectives/plan </li></ul></ul><ul><ul><li>Latest metrics dashboard </li></ul></ul><ul><ul><li>Style Guide/Editorial Guide/Search-Metadata </li></ul></ul><ul><ul><li>Technology rules </li></ul></ul><ul><ul><li>Policy </li></ul></ul><ul><ul><li>Records management </li></ul></ul><ul><li>Interview core internal stakeholders </li></ul>

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Benefits of an Audit <ul><li>A Roadmap! </li></ul><ul><ul><li>The audit can guide your program management plans </li></ul></ul><ul><li>An actionable report </li></ul><ul><ul><li>Concrete recommendations </li></ul></ul><ul><li>Alignment </li></ul><ul><ul><li>Everyone on the team has the same picture of the current situation </li></ul></ul>

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Project Timetable Kick-off; Documents; Survey Expert Review Expert Review Interview stakeholders Analyze findings Write report Deliver report Brief leaders Recommendation : Schedule 8 weeks total. A one week buffer guards against unexpected delays. An optional stakeholder workshop briefing can be added to follow the leadership briefing Dependencies : Based on 12 primary stakeholders, with interviews of one to two hours each

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Common audit triggers Audit Time! Team Building Mandate New Leadership Arrives Strategic Plan Rewrite Budget Cycle Opportunity Risk Mgt Directive Change Management Time for an Audit!

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What are YOU ready for? <ul><li>Full scale audit </li></ul><ul><li>Partial audit targeted on one process </li></ul><ul><ul><li>Governing </li></ul></ul><ul><ul><li>Core </li></ul></ul><ul><ul><li>Enabling </li></ul></ul><ul><li>Vertical project(s) </li></ul><ul><ul><li>Select one (or more) sub-part(s) of the Web governance system to work on </li></ul></ul><ul><li>Training on known weaknesses </li></ul>

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Questions?

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Contact us <ul><ul><ul><ul><li>Kathy McShea Owner & Founder Emerald Strategies, Inc. 202.543.2112 </li></ul></ul></ul></ul><ul><li>Web Management & Marketing ~ http:// www.emeraldstrategies.net </li></ul><ul><li>Media Training ~ http:// www.prclinic.com </li></ul><ul><li>Join my professional network ~ http:// www.linkedin.com/in/kathymcshea </li></ul>

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About Us <ul><li>Experience: </li></ul><ul><ul><li>Chief spokesperson US Senator Carl Levin </li></ul></ul><ul><ul><li>Media Director, DC Office, Consumers Union </li></ul></ul><ul><ul><li>Consumer Information Director, Dept of Energy </li></ul></ul><ul><li>Clients: </li></ul><ul><ul><li>US Air Force </li></ul></ul><ul><ul><li>US House of Representatives </li></ul></ul><ul><ul><li>World Bank & IFC </li></ul></ul><ul><ul><li>FCC </li></ul></ul><ul><ul><li>Congressional Management Foundation...and others </li></ul></ul>Emerald Strategies Inc., founded in 2001, is a woman-owned Web management consulting firm that delivers high-impact communications... Our Focus : We make public sector organizations stronger