Mapping the Way Forward IA Summit 2015

1. MAPPING THE WAY FORWARD Richard Ingram @richardjingram IA Summit, Minneapolis, 25th April 2015 #ias2015

2. OpenStreetMap of Boston, MA So much to see and do and yet my stay was short.What to do?

3. Sketched map of Boston, MA I didn’t need an accurate map. My friends edited out what I didn’t need.

4. ©TrusteesoftheBritish Museum Babylonian map of the world Clay tablet, probably from Sippar, southern Iraq (c.700-500 BC) Babylon

5. ©TrusteesoftheBritish Museum Hereford Mappa Mundi (‘Sheet of the World’) Inked parchment, the largest medieval map known to still exist (c.1300) London Edinburgh

6. Administrative Social Military Political

7. Walt Disney’s business map,1957 Depicts a central ﬁlm asset and its supporting entertainment assets

8. Growth of Las Vegas, NV 1984–2012 Google Earth timelapse constructed from satellite imagery

9. Radial hierarchical organisation structure About as complex and contradictory as its name suggests

10. John Rocque’s map of London, 1746 Rocque deliberately left out the city’s unsavoury elements

13. Map of organisation-wide content distribution Or that giant hairball the cat coughed up yesterday. Equally yucky.

14. MAPPING OUT A STORY Beyond physical geography

15. Wabash river Ohio river Mississippi river ©TrusteesoftheBritish Museum Native North American buckskin map Possibly used in land negotiations with the British (c.1744)

16. Distribution Distance Overlap Direction N A B C A B

17. LIGHT HEAT SUN gives gives Exploded view Concept map Different maps, same basic building blocks

18. Topological map Star map Different maps, same basic building blocks

19. North South EastWest Find your coordinate system Anything can be mapped using pairs of opposites Expensive Cheap Slow Fast High Low Small Large

20. N Plot your landmarks Start with the most prominent feature, then move outward

21. FINDING OUR WAY The unfamiliar environment

22. Content ProcessesPeople Tackling that complex trinity Content governance is an important tool for this end

23. web

24. site? We

25. use

26. ‘website’ Oh

27. well

28. ... ✓ ✗ Maintaining content consistency is hard Particularly when many contributors have other responsibilities Style

29. query Content

30. Control

31. filter Publish

32. to

33. web web-site?

34. Regional English Council Approx. 15,000 staff 7 departments Serving approx. 700,000 people Scenario: Design a new content workﬂow

35. Digital Services department (Our heroes) Our varied, siloed environment Some departments are responsible for 100s of pages, while others only a few

36. Follow

37. me! Map Expert guide (Mandy) Our varied, siloed environment How to ﬁnd our bearings in unfamiliar surroundings

38. Our varied, siloed environment To discover how content decisions are made and how they could be improved, we need to ﬁgure out who best to talk to Mandy ? ?? ? ?

39. Let’s map our environment Digital

40. Services Chief

41. Executive's Corporate

43. Resources Children

44. and

45. Young

46. People Adults

49. Communities Environment

51. and

53. Transport Community

55. Planning We’ll begin by marking out each of the seven departments

56. LargeSmall Fast Slow Let’s devise our coordinate system Digital

57. Services Chief

61. and

62. Young

63. People Adults

68. and

72. Planning

73. LargeSmall Fast Slow We’re on the move! What can we see? Digital

74. Services Chief

78. and

79. Young

80. People Adults

85. and

89. Planning

90. LargeSmall Fast Slow Digital

91. Services Chief

92. Executive's Children

93. and

94. Young

95. People Community

97. Planning Adults

100. Communities Corporate

102. Resources Let’s map those pathways Environment

104. and

106. Transport

108. Services Chief

110. and

111. Young

114. Planning Adults

119. Resources What can our marked pathways tell us? Environment

121. and

123. Transport FASTER SLOWER

125. Services Chief

127. and

128. Young

136. Resources Where are the opportunities for improvement? Environment

138. and

140. Transport

142. Services Chief

144. and

145. Young

153. Resources Our map: Simple, but effective Environment

155. and

157. Transport

158. MAPPING OUT A PROCESS The unfamiliar environment

159. Requirements for an effective CMS workﬂow Meet the needs of the organisation and

160. Conducting internal user interviews Ask them to walk you through several different content creation and publishing scenarios Digital

161. Services Mandy Content Ofﬁcer

162. The ensuing conversation Mandy talks us through the typical process for publishing a press release on the council website On

163. Monday

164. I

165. received

166. a

167. request

168. from

169. John,

170. Highways

171. Manager

172. at

173. the

174. Environment

175. and

176. Transport

177. department,

178. to

179. publish

180. a

181. press

182. release

183. to

184. inform

185. the

186. community

187. of

188. the

189. start

190. of

191. major

192. road

193. improvement

194. work.

195. I

196. first

197. called

198. Helen,

199. Technical

200. Services

201. Manager

202. at

203. the

204. Environment

205. and

206. Transport

207. department,

208. who

209. emailed

210. through

211. the

212. source

213. material

214. and

215. directed

216. me

217. on

218. the

219. technical

220. details

221. that

222. needed

223. to

224. be

225. included.

226. The ensuing conversation cont. Mandy talks us through the typical process for publishing a press release on the council website After

227. completing

228. the

229. draft

230. in

231. the

232. CMS

233. environment,

234. I

235. marked

236. the

237. press

238. release

239. as

240. 'ready

241. for

242. review'

243. and

244. emailed

245. Rachael,

246. a

247. Content

248. Manager

249. and

250. colleague

251. in

252. the

253. Digital

254. Services

255. team,

256. and

257. Helen

258. again

259. for

260. their

261. feedback.

263. After

264. one

265. or

266. two

267. line

268. edits,

269. I

270. was

271. ready

272. to

273. mark

274. the

275. press

276. release

277. as

278. 'ready

279. for

280. publishing',

281. so

282. I

283. emailed

284. David,

285. a

286. Digital

287. Media

288. Officer

289. to

290. prepare

291. and

292. publish

293. the

294. press

295. release

296. to

297. the

298. test

299. server.

300. The ensuing conversation cont. Mandy is still talking us through the typical process for publishing a press release on the council website John,

301. Helen

302. and

303. Rachael

304. were

305. all

306. emailed

307. to

308. help

309. me

310. perform

311. a

312. second

313. review

314. of

315. the

316. content,

317. where

318. they

319. duly

320. approved

321. its

322. publishing

323. to

324. the

325. public

326. website.

328. David

329. then

330. got

331. all

332. the

333. glory

334. as

335. usual

336. by

337. hitting

338. the

339. button

340. marked

341. 'publish'. I’m

342. completely

343. lost!

344. Let’s

345. make

346. a

347. map.

348. Who are the characters in our story? Mandy

349. Content

350. Officer John

351. Highways

352. Manager Helen

353. Technical

354. Services

355. Manager Rachael

356. Content

357. Manager David

358. Digital

359. Media

360. Officer

361. Mandy

362. Content

364. Officer John

365. Highways

367. Manager Helen

368. Technical

370. Services

373. Content

375. Manager David

376. Digital

378. Media

380. Officer Environment

381. and

382. TransportDigital

383. Services MAKE

384. REQUEST SOURCE

385. MATERIAL PROVIDE

386. MATERIAL CREATE

387. DRAFT REVIEW

388. DRAFT REVIEW

389. DRAFT REVIEW

390. DRAFT EDIT

391. DRAFT PUBLISH

392. TO

393. TEST

394. SERVER REVIEW

396. APPROVE REVIEW

398. APPROVE REVIEW

400. APPROVE REVIEW PUBLISH

401. TO

402. WEB

403. Mandy

404. Content

406. Officer John

407. Highways

409. Manager Helen

410. Technical

412. Services

415. Content

417. Manager David

418. Digital

420. Media

423. and

425. Services MAKE

426. REQUEST SOURCE

429. DRAFT REVIEW

430. DRAFT REVIEW

431. DRAFT REVIEW

432. DRAFT EDIT

433. DRAFT PUBLISH

434. TO

435. TEST

436. SERVER REVIEW

438. APPROVE REVIEW

440. APPROVE REVIEW

443. TO

444. WEB

445. Mandy

446. Content

448. Officer John

449. Highways

451. Manager Helen

452. Technical

454. Services

457. Content

459. Manager David

460. Digital

462. Media

465. and

467. Services MAKE

468. REQUEST SOURCE

471. DRAFT REVIEW

472. DRAFT REVIEW

473. DRAFT REVIEW

474. DRAFT EDIT

475. DRAFT PUBLISH

476. TO

477. TEST

478. SERVER REVIEW

480. APPROVE REVIEW

482. APPROVE REVIEW

485. TO

486. WEB

487. Mandy

488. Content

490. Officer John

491. Highways

493. Manager Helen

494. Technical

496. Services

499. Content

501. Manager David

502. Digital

504. Media

507. and

509. Services MAKE

510. REQUEST SOURCE

513. DRAFT REVIEW

514. DRAFT REVIEW

515. DRAFT REVIEW

516. DRAFT EDIT

517. DRAFT PUBLISH

518. TO

519. TEST

520. SERVER REVIEW

522. APPROVE REVIEW

524. APPROVE REVIEW

527. TO

528. WEB WHY

529. THE

530. DELAYS?

531. Mandy

532. Content

534. Officer John

535. Highways

537. Manager Helen

538. Technical

540. Services

543. Content

545. Manager David

546. Digital

548. Media

551. and

553. Services MAKE

554. REQUEST SOURCE

556. MATERIAL REVIEW

557. DRAFT REVIEW

559. APPROVE CREATE

560. DRAFT REVIEW

561. DRAFT REVIEW

562. DRAFT EDIT

563. DRAFT PUBLISH

564. TO

565. TEST

566. SERVER REVIEW

568. APPROVE REVIEW

571. TO

572. WEB CMS

573. INTERACTIONS

575. Services Chief

577. and

578. Young

586. Resources Breaking down the department Environment

588. and

590. Transport Transportation Environment Highways Helen

591. Technical

593. Services

595. Manager

597. Services Chief

599. and

600. Young

608. Resources Why is John’s sub-department failing? Environment

610. and

613. Technical

615. Services

617. Manager John

618. Highways

620. Manager I

621. have

622. no

623. access

624. to

625. the

626. central

627. CMS!

629. Services Chief

631. and

632. Young

640. Resources CMS workarounds adding unnecessary time and cost Environment

642. and

645. Technical

647. Services

649. Manager John

650. Highways

652. Manager I

653. have

654. no

655. access

656. to

657. the

658. central

659. CMS!

661. Services Chief

663. and

664. Young

672. Resources Where else could improvements be made? Environment

674. and

678. Planning Chief

680. and

681. Young

682. People Corporate

684. Resources Environment

686. and

688. Transport Adults

691. Communities SPEED

692. UP

693. PROCESSES =

694. POTENTIAL

695. SAVINGS

696. MAPPING THE WAY FORWARD The power of drawing

697. Remember: We are not completely bound by what has happened before Content ProcessesPeople Balancing that complex trinity

698. Suggestion: let’s not always rely on the old established categories, we can always invent new ones New ideas won’t always ﬁt neatly

703. ?!?

708. Aha!

709. Suggestion: let’s all step away from our screens and draw together. Encourage those innate inventive qualities

710. Easier Harder Slower Faster Recruitment Salaries DBS Checks Funding agreements Individual health checks Data protection Information assurance Responsibilities – Who – What – When – Clients – Staff Asking new staff to sign confidentiality agreement Shredding documents Record archiving Record storage Training volunteers / staff Holding conversations in sound proof rooms Process for breaching confidentiality Child protection safety Sound proofing Double login to CRM Vulnerable adult disclosure Data interrogation and Reporting Confidentiality between staff Conflict of interest Third parties Dealing with mistakes Pension-wise info with externals Client case notes Safeguarding Permission to share Data security Breach process reporting Deciding how the policy applies to a particular situation Whistleblowing Complaints Grievances Future proofing Staffing matters Disciplinary process Reviewing the policy Getting permission to breach Deciding what is / isn’t confidential Explaining the policy to new staffers Making sure everyone in the bureau understands the policy How the policy applies when referring clients to other organisations Policy boundaries with third parties What are the different tasks associated with confidentiality?

711. Make use of basic shapes, arrows, and faces. Find your axis. Above all: Embrace your mistakes. Mapmaking is a basic human instinct

712. Richard Ingram @richardjingram IA Summit, Minneapolis, 25th April 2015 #ias2015 THANK YOU, MINNEAPOLIS!

713. Communicating Design: Developing Web Site Documentation for Design and Planning by Dan M. Brown (@brownorama) You Are Here: Personal Geographies and Other Maps of the Imagination by Katharine Harmon Blah Blah Blah: What To Do When Words Don't Work by Dan Roam (@dan_roam) The Back of the Napkin: Solving Problems and Selling Ideas with Pictures by Dan Roam Maps of the Imagination: The Writer as Cartographer by PeterTurchi Recommended reading

714. You have been watching... David Helen John Mandy Me Mr

715. Ed Rachael

Mapping the Way Forward IA Summit 2015

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