Km chicago ymca of the usa's extranet - march 2014

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Lisa Tallman's presentation for KM Chicago:
"The Evolution of YMCA of the USA's Extranet"
March 11th, 2014

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Km chicago ymca of the usa's extranet - march 2014

  1. 1. Lisa Tallman lisatallman@gmail.com KM Chicago March 20141 The Evolution of YMCA of the USA’s Extranet
  2. 2. Agenda Introductions The Evolution KM Chicago March 20142
  3. 3. Who AM I? KM Chicago March 20143
  4. 4. My Career KM Chicago March 20144
  5. 5. About The YMCA KM Chicago March 20145  More than 2,600 YMCAs branches collected into~900 associations  20,000 full-time staff  200,000 part-time staff  500,000 volunteers  Serving 9 million youth and 12 million adults in 10,000 communities
  6. 6. YMCA of the USA KM Chicago March 20146  National RESOURCE CENTER, not a headquarters  ~350 staff  Chicago  Small Washington, DC office  Many telecommuters and field professionals  Y-USA supports (just about) anything a Y does
  7. 7. The Evolution KM Chicago March 20147
  8. 8. KM at Y-USA KM Chicago March 20148  Hired in March 2011  Officially a department of 1, but with one person assigned to me  Decentralized structure  Subject matter experts and publishers dispersed throughout departments  Influence but no authority  Steering Committee with cross- departmental representation
  9. 9. 2010-2013 Strategic Plan KM Chicago March 20149  Develop and implement a robust knowledge sharing and collaboration site to enhance collaboration within the Y Movement.  Exchange should be the Movement’s online resource for knowledge sharing and collaboration to strengthen communities. • By the end of 2013, 75% of surveyed individuals who use the collaboration pages on Exchange will report high levels of satisfaction with their experience
  10. 10. Year 1 – 2011 Focus KM Chicago March 201410  Content migration  Technology build  Learn the Y and build relationships
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  13. 13. Content Migration KM Chicago March 201413  20 working sessions with ~100 SMEs  Working session agenda:  Project overview  Wireframe review  Bucketing exercise  Site landing page drawing exercise  Content analysis and migration process
  14. 14. KM Chicago March 201414
  15. 15. Lessons Learned KM Chicago March 201415  First impressions mean a lot  Relationships are key  Know the important players  Y-USA culture  Welcomed knowledge management  Decided shift from print to online  Tendency to over-complicate  Technology – level of customization is relative to your starting point
  16. 16. The New Exchange
  17. 17. Learn. Share. Connect. KM Chicago 201417 Learn •The best practices, latest thought leadership and research to maximize the Y’s effectiveness in strengthening community Share •Our experiences and stories help us all realize we are part of one, larger Movement Connect •Unlock the incredible talent and knowledge in the Y – enabling us to create and innovative, effective and timely responses that advance our cause
  18. 18. Site Review KM Chicago March 201418
  19. 19. 2012 Focus KM Chicago March 201419  February Launch  Finish content migration  Internal training  Transition to Exchange maintenance  Communication to the Movement
  20. 20. 2012 Lessons Learned KM Chicago March 201420  Needed more communication and training for the Movement, what we did was not enough:  Direct emails  Promoted in other communication vehicles, such as newsletters  Emailed monthly digest of select content  Y conference presentations  Tutorial  3 month survey results  Looks great, but I still can’t find anything
  21. 21. 2013 Focus – Strategic Plan KM Chicago March 201421  Articulate a long-term vision  Awareness and adoption  Improve the interaction with online communities  Compelling and actionable content  Integration with other systems for a “one- stop shop” user experience
  22. 22. Long-Term Vision 22
  23. 23. What We Launched With
  24. 24. What We Create Today 24
  25. 25. Where we Are Today 25
  26. 26. 26
  27. 27. 27
  28. 28. A Dream Deferred – Mobile KM Chicago March 201429
  29. 29. PLAN YOUR EXCHANGE SITE An 8-Step Thinking Exercise 1 • What are Y staff looking for when they come to your site? • What are Y-USA’s goals for the site? • What actions do you want visitors to your site to take? Put Goals First 2 • What content will visitors consider most important? • What content is necessary to meet the site’s goals? • This content may or may not exist already. • Try to limit to maximum of 3 pieces. Identify Vital Content 3 • How can you grab visitor’s attention? • How can you encourage visitors to take desired actions? • How can you use visuals to make important content more interesting? Examples: calls to action, submit story/tool/template, diagrams, webinars Plan Engagement 4 • List all content that needs to be present, whether or not it exists now • Are edits/branding needed? • Can content be simplified? Is it appropriate for online use? • Is there related content elsewhere on Exchange? How does it fit in? Take Inventory 5 • What pages do you need? • What should be on each page? • Sketch pages starting with simple boxes, then refine • Consider where content would be static vs. dynamic • After capturing ideas, refine them into a mockup reflecting visuals and real content. Choose Layout 6 Take time to review quality and usability before you publish and at regular intervals thereafter. • Is featured content timely or out of date? • Is text effective for online reading (e.g., simple vocabulary, short sentences and paragraphs, use of visual indicators like headings, bullets, and bolding. • Do images look sharp? Do they complement the content? • Do all links work? • Does anything take a long time to open? Review Usability 7 • How can you help Y staff find vital content? • Where does crosslinking make sense? • How can you communicate about the site? • How can you leverage alerts? Raise Visibility 8 • Get a baseline and set measurement targets, then measure regularly. • Experiment to see what works. • Plan your content to keep it timely. Think ahead to what content you want to feature in a certain month or season. • How can you repurpose existing content or highlight user-generated content? Manage and Maintain
  30. 30. 2013 Lessons Learned KM Chicago March 201431  Overly ambitious communication plan resulted in poor execution  Experimenting with design team was great, but  Must maintain goal of consistency  Less tech-savvy staff must be able to maintain  Simpler process works  Usability testing is invaluable
  31. 31. 2014 Focus KM Chicago March 201432  Communication, communication, communication  Major revamps with sponsorship by senior leadership  Internal training and consistent reusable design elements  Integrate online, editorial, and marketing communication processes  Mobile is back
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  33. 33. 2014 Communication Plan 34
  34. 34. KM Chicago March 201435
  35. 35. A Dream Resurrected KM Chicago March 201436
  36. 36. lisatallman@gmail.com KM Chicago March 201437 Thank You

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