3 steps to better web governance
DESCRIPTION
The concept of Web Governance is currently attracting a lot of attention. It seems as if its moment has finally arrived - which is encouraging because until recently few industry commentators or senior managers were interested in the details of managing a website. The reason is that there were just too many other problems that needed fixing first – like getting the basics of usability right, implementing accessibility or improving content. And while we must admit that work remains to be done in these areas, many of the fundamentals have been put to bed. As a consequence attention is now switching to how such tasks – and the resources needed to support them – are managed. The shift to Web Governance highlights a realization that if the trajectory of online experience is to be maintained, a more professional approach to operations is needed. Indeed, disciplines like design and content are now so widely understood that they are being gradually exhausted as differentiators . This means that the way in which they are managed is becoming progressively more important to creating & maintaining value.TRANSCRIPT
In conjunction with A presentation by
with Shane Diffily
Web Governance 3 steps to better
Shane Diffily www.diffily.com
Shane Diffily @diffily
London, Nov. 25th
Web Governance Masterclass
www.diffily.com
In collaboration with
www.diffily.com/events
Content Accessibility Usability
Content Accessibility Usability Governance
Promotion
Social
Networks
Strategy
Planning
Content Design
Build
Hosting
Performance
Review
Publishing Feedback
Technical
monitoring
QA
Data & security mgt
Change control
Governance policies
KPIs
Architecture
mgt
Testing
Approve
activity
Systems
Teams
Budget
Roles
Tools
Procedures
Documentation
Skills
Manpower
Technology
Performance
monitoring
Web Governance … is how we make decisions.
Web Governance … is how we make decisions.
Web Governance … is about operations.
Web Governance … is about strategy.
Web Governance … is how we do stuff!
Web Design … is graphic design.
Web Design … is graphic design.
Web Design … is user experience.
Web Design … is a process!
Web Governance is a system for managing an online presence in a controlled & orderly way.
It delivers the certainty & stability you need to focus on online goals.
• Huge content volumes
• New sites & social networks
• Massive user engagement
• High user expectations
• High internal expectations
Recent years have seen a
MASSIVE growth in organisations’
• Unclear Roles & Responsibilities
• Unclear processes & procedures
• Issues with distributed publishing
• Unclear web ownership/leadership
• Lack of tools, budget & skills
But this growth has often
not been matched by changes in
Online Ambition Web Governance
Huge demands & no authority lead to
fractious relations & high staff turnover.
Dissatisfied staff Governance issues lead to delays,
errors, uncertainty & poorer web quality.
Unhappy users
Errors & delays put the reputation of your
organization at risk … & the public is watching.
Anxious executives
This has led to And
And
The journey to better Web Governance has 3 steps.
“We have lots of quality issues
& my Web Team is in revolt!
“My management team is ready
to invest in web operations.
“My budget is now in place, so it is
time to get serious.
Step 3. Optimize Step 2. Organize Step 1. Discover
Promotion
Social
Networks
Strategy
Planning
Content Design
Build
Hosting
Performance
Review
Publishing Feedback
Technical
monitoring
QA
Data & security mgt
Change
control
Governance policies
KPIs
Architecture
mgt
Testing
Approve
activity
Systems
Teams
Budget
Roles
Tools
Procedures
Documentation
Skills
Manpower
Technology Performance
monitoring
First, restructure how you think about your web operations. Use this model to categorize everything into 2 key groups.
1. Discover
First, restructure how you think about your web operations. Use this model to categorize everything into 2 key groups.
1. Discover
Learn about this model of Web Management
at www.diffily.com/articles/model.htm
First, restructure how you think about your web operations. Use this model to categorize everything into 2 key groups.
These Activities describe
everything you must do to manage
an online presence effectively.
Roles
1. Discover
Learn about this model of Web Management
at www.diffily.com/articles/model.htm
First, restructure how you think about your web operations. Use this model to categorize everything into 2 key groups.
These Activities describe
everything you must do to manage
an online presence effectively.
These Resources describe
everything you must have to make
the above Activities happen.
Roles
1. Discover
Learn about this model of Web Management
at www.diffily.com/articles/model.htm
Promotion
Social
Networks
Content Design
Build
Hosting
Performance
Review
Publishing Feedback
Technical
monitoring
QA
Data & security mgt
KPIs
Testing
Systems
Teams
Budget
Roles
Tools
Procedures
Documentation
Skills
Manpower
Technology
Planning Change control
Architecture
mgt
Set strategy & KPIs
Set policy & standards
Acquire resource & budget
Police online activity
The Activities of Leadership
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1. Discover
Promotion
Social
Networks
Hosting
Performance
Publishing Feedback
Technical
monitoring
QA
Data & security mgt
KPIs
Testing
Systems
Teams
Budget
Roles
Tools
Procedures
Documentation
Skills
Manpower
Technology
Architecture
mgt
Change control
Planning
Content
Design
Build
Testing
Hosting
Review
Publicity
The Activities of Development
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1. Discover
Hosting
Technical
monitoring
Data & security mgt
Testing
Systems
Teams
Budget
Roles
Tools
Procedures
Documentation
Skills
Manpower
Technology
Architecture
mgt
Publishing
Quality assurance
Engagement monitoring
Performance monitoring
Infrastructure monitoring
Change control
The Activities of Maintenance
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1. Discover
Promotion
Testing
Systems
Teams
Budget
Roles
Tools
Procedures
Documentation
Skills
Manpower
Technology
Architecture selection
Architecture management
Performance management
Data & security management
The Activities of Infrastructure
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1. Discover
Promotion
Testing
Systems
Budget
Roles
Tools
Procedures
Documentation
Technology
Manpower
Skills
Roles & responsibilities
Teams & authority
The Resources of People
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1. Discover
Systems
Budget
Tools
Technology
Testing
Roles
Standards
Procedures
Policies
Documentation
The Resources of Processes
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1. Discover
Budget
Testing
Roles
Technology
Systems
Software
The Resources of Tools
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1. Discover
Salaries
Software
Other, e.g. contractors
The Resources of Budget
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1. Discover
Now, you can start to get “Organized”. To begin, audit your operations to fill-in any critical gaps.
Are you missing essential
software or tools?
Are there unresolved issues
of ownership or authority?
Does your team have out-of-
date roles & responsibilities?
Are important activities being
ignored or left incomplete?
2. Organize
2. Organize
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You can also evaluate the quality of delivery. Are minimum standards being met?
2. Organize
You can also evaluate the quality of delivery. Are minimum standards being met?
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2. Organize
You can also evaluate the quality of delivery. Are minimum standards being met?
Learn
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Now, to clarify how to do things better measure the ‘Scale’ of your management burden.
2. Organize
Learn how to calculate your own Web Management
burden at www.diffily.com/articles/websitescale.htm
Management Burden
2. Organize
Scale measures the Complexity, Size,
Engagement of your online presence.
• Complexity measures the management
impact of technology, especially hosting.
• Size measures the management impact
of the production of web content/services.
• Engagement measures the management
impact of traffic, comments & feedback.
Now, to clarify how to do things better measure the ‘Scale’ of your management burden.
2. Organize
Highly complex
Large volumes
Lots of engagement
Now, to clarify how to do things better measure the ‘Scale’ of your management burden.
Learn how to calculate your own Web Management
burden at www.diffily.com/articles/websitescale.htm
2. Organize
Highly complex
Large volumes
Lots of engagement
This means operational Activities
will occur very frequently.
Now, to clarify how to do things better measure the ‘Scale’ of your management burden.
Learn how to calculate your own Web Management
burden at www.diffily.com/articles/websitescale.htm
2. Organize
Highly complex
Large volumes
Lots of engagement
This means operational Activities
will occur very frequently.
This means lots of investment will be
needed to acquire all Resources.
Now, to clarify how to do things better measure the ‘Scale’ of your management burden.
Learn how to calculate your own Web Management
burden at www.diffily.com/articles/websitescale.htm
Finally, design a web management system that can cope. This includes roles, responsibilities, staffing, tools, etc.
Common skills include:
- Code
- Design
- Content
Leadership & team structures
systems are often as shown.
Ownership often resides with IT,
Communications or Corp. Affairs.
Manpower/staffing can be
upwards of 12+ FTEs.*
Common tools include CMS,
QA, Analytics, Monitoring & more.
- Marketing
- Analytics
- Technical
*6 FTEs (Full Time Equivalents) is an
estimate for a Mid-Large Scale operation.
3. Optimize
Learn how to configure your own Web Team
at www.diffily.com/articles/webteamroles.htm
Central
Digital
Unit
The clearest trend in Web Governance in Large-Scale operations is towards Centralised Digital Units.
IT
HR
Comms
Roads
Library
Housing
Waste
Water
http://www.capgemini-consulting.com/digital-transformation-review-4
Older silo based operations centred on
organizational units are coming
under increasing pressure to change.
Didier Bonnet, Cap Gemini. “Accelerating Digital Transformation”
3. Optimize
UK central government has shown how successful balanced Web Governance with clear authority can be.
3. Optimize
Staff with the right tools & support will
produce consistently better content.
Improved quality A web team with the right budget, authority &
leadership will get more done at less cost.
More productivity
Clear roles, teams & processes reduce
the chances of embarrassing errors.
Reduced risk
London, Nov. 25th
Web Governance Masterclass
www.diffily.com
In collaboration with
“Gold” London, Nov. 25th
Web Governance Masterclass
www.diffily.com
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