New analytics of web governance

The New Analytics of
Web Governance

1. About me
2. Web Governance

3. Web Governance analytics

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info@siteimprove.com

First article
published on A List Part

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2013

2012

2009

2008

2007

2006

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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

What is it?

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Web Governance describes everything needed to
manage a website in a controlled & orderly way.

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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

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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

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Roles

Technical
monitoring
Hosting

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

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ACTIVITIES

SCALE

RESOURCES

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SIZE

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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
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Skills

Standards

Tools

Salaries

Manpower

Procedures

Systems

Technology

Roles & Teams

Documentation

Technology

Services

PEOPLE

PROCESSES

TOOLS

BUDGET

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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.

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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.

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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.

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Psst! Can also compare
sites of the same scale…

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ReOrganise

1

Discover

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2

Organise

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3

Optimise


Use the Framework to
ensure all Activities &
Resources of Web
Governance are covered.

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communicate & plan a
new system of Web
Governance.

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maintain stability &
optimise for better RoI.


Web Governance is not an end in itself.
It is a means to an end.

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A system of Web Governance that delivers
quality & stability has a number of features…

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1

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

2

2. With the right numbers of people with the right skills
in appropriate roles & teams…
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1

2

3

3. Using rigorous & reproducible processes that deliver
consistent quality on a timely basis…
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1

2

3

4

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

2

5

3

4

5. Based on a budget that matches expectations for
online strategy & online quality.
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The quality & stability of this system (or lack of it) can
be assessed via the analytics of Web Governance…

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Organisational
Indicators

Operational
Indicators

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Online
Indicators

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Quantitative
RoI
Business risk
Staff retention
…

Qualitative
Staff feedback
& satisfaction

Quantitative
Speed
Quality
Cost
…

Quantitative
Functionality
Usability
Accessibility
…

Qualitative
Customer feedback
& satisfaction

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Qualitative
User feedback
& satisfaction


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.”

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Qualitative

“Clear info about a
difficult topic.Thanks!

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CMS tool

SEO tool

Project mgt tool

QA & error tool

Bug tracking tool

Web analytics tool

Site availability tool

Web readability tool

…

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…

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

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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”

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Quantitative
Lots of errors
Poor readability
Missing metadata
…
Qualitative

“Hello!? Please reply
to my emails!”


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

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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?
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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?
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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?
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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?
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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?
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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?
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Diagnosis is not always simple.

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But high turnover of staff due to
too excessive pressure/demands.

Web Team works
well with internal
customers.

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Poor leadership?
Inadequate budget/time?
Misdesigned processes?

Web Team delivers
a good quality web
experience.

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Using data for better decision making

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What to do now…

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Get the tools.

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Get the insight.

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Start optimising.


We want a dashboard, so more APIs please!

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