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Giving Stakeholders What They Want (when they don't know what they want)

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Slides from a talk at edUi, October 25, 2016

Published in: Design
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Giving Stakeholders What They Want (when they don't know what they want)

  1. 1. giving stakeholders what they want [when they don't know what they want] Anne Haines Web Content Specialist Indiana University Bloomington Libraries @annehaines
  2. 2. Photo by Kingston Information & Library Service - Creative Commons Attribution-NonCommercial License https://www.flickr.com/photos/47879667@N08 Created with Haiku Deck
  3. 3. my context • content strategy • UX generally • project management • who are "stakeholders"?
  4. 4. stakeholder interview • clarify project goals • gather requirements • gain rapport with the team • identify potential threats to the work [adapted from Meyer & Wachter-Boettcher]
  5. 5. truth: we're not psychic cc: ancient history - https://www.flickr.com/photos/7745843@N03
  6. 6. oranges and peaches?cc: julochka - https://www.flickr.com/photos/24209378@N03
  7. 7. interviewcc: Duke University Archives - https://www.flickr.com/photos/19219926@N04
  8. 8. structurecc: james j8246 - https://www.flickr.com/photos/127437870@N08
  9. 9. Four levels of information need cc: valkyrieh116 - https://www.flickr.com/photos/54357435@N00
  10. 10. flickr.com/wocintechchat CC BY 2.0
  11. 11. The problem is, um, so many THINGS! On the website! cc: JD Hancock - https://www.flickr.com/photos/83346641@N00
  12. 12. somebody get us a content strategy! cc: juhansonin - https://www.flickr.com/photos/38869431@N00
  13. 13. RFP for FAQ ASAP! cc: andertoons - https://www.flickr.com/photos/75545090@N00
  14. 14. Bruce Ryan, 4 Syllables www.4syllables.com.au/resources/cartoons/
  15. 15. I'm in ur library guess I should ask for a book then cc: paul goyette - https://www.flickr.com/photos/65414509@N00
  16. 16. Robert S. Taylor, Question Negotiation 1. the visceral need 2. the conscious need 3. the formalized need 4. the compromised need
  17. 17. WHAT I didn't know we could do that! cc: Greencolander - https://www.flickr.com/photos/37539977@N00
  18. 18. interview as negotiation cc: Sachmanns.dk - https://www.flickr.com/photos/35974633@N00
  19. 19. Photo by Manchester Library - Creative Commons Attribution-ShareAlike License https://www.flickr.com/photos/14802104@N07 Created with Haiku Deck
  20. 20. Photo by Jordi@photos - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/65107251@N00 Created with Haiku Deck
  21. 21. the gaps cc: hey mr glen - https://www.flickr.com/photos/17106526@N00
  22. 22. the uses cc: familymwr - https://www.flickr.com/photos/36196762@N04
  23. 23. "Inquirers frequently cannot define WHAT they want, but they can discuss WHY they need it."
  24. 24. faster horses? cc: Toronto Public Library Special Collections - https://www.flickr.com/photos/43021516@N06
  25. 25. [Ford never actually said that]cc: born1945 - https://www.flickr.com/photos/12567713@N00
  26. 26. Photo by Scott McLeod - Creative Commons Attribution License https://www.flickr.com/photos/93393982@N00 Created with Haiku Deck
  27. 27. closed questions cc: theunquietlibrarian - https://www.flickr.com/photos/10557450@N04
  28. 28. flyer.viralnova.com/funny-flyer/
  29. 29. open questions cc: theunquietlibrarian - https://www.flickr.com/photos/10557450@N04
  30. 30. cc: Si Jobling - https://www.flickr.com/photos/59372110@N00
  31. 31. sense-making questions (also called neutral questions) cc: theunquietlibrarian - https://www.flickr.com/photos/10557450@N04
  32. 32. sense-making questions • how much info do you need (scope of project)? • what's your deadline? • what are your top priorities?
  33. 33. sense-making questions • what have you done so far, or where have you looked for answers? • what do you plan to do with the information? • what would a perfect solution look like?
  34. 34. • what data do you wish users were providing? • where do you tend to get messy or unreliable data? • how do you use this piece of info to drive other processes?
  35. 35. unboxing questions cc: hehaden - https://www.flickr.com/photos/30972961@N04
  36. 36. active listening cc: niclindh - https://www.flickr.com/photos/40257616@N00
  37. 37. encouragers cc: Rob Swystun - https://www.flickr.com/photos/88781579@N05
  38. 38. resist premature diagnosis cc: jeffeaton - https://www.flickr.com/photos/70315202@N00
  39. 39. we don't always know cc: simpleinsomnia - https://www.flickr.com/photos/95329455@N02
  40. 40. (they probably do) treat everyone as though they have a broken heart cc: Will Cyr - https://www.flickr.com/photos/31812896@N06
  41. 41. some other tricks cc: kennymatic - https://www.flickr.com/photos/99472898@N00
  42. 42. Photo by llauren - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/96715224@N00 Created with Haiku Deck
  43. 43. Photo by wonderferret - Creative Commons Attribution License https://www.flickr.com/photos/65555826@N00 Created with Haiku Deck
  44. 44. content strategy as problem solving cc: dullhunk - https://www.flickr.com/photos/14829735@N00
  45. 45. context is everything cc: c@rljones - https://www.flickr.com/photos/17149966@N00
  46. 46. UX is people cc: Great Beyond - https://www.flickr.com/photos/26104563@N00
  47. 47. "the best way to placate a difficult man is to ask him to teach you something" [Ta-Nehisi Coates]
  48. 48. questions?cc: hazzeltoz - https://www.flickr.com/photos/28865063@N07
  49. 49. Thanks! Anne Haines @ahaines ahaines@indiana.edu (I’m really really bad at LinkedIn) Further reading : https://iu.box.com/v/stakeholders

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