The New Analytics of Web Governance

Organisational Indicators

Online Indicators

Operational Indicators

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1. Labour saving

2. Decision support

1. Define Web Governance

2. Using Web Governance analytics

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Web Governance First article

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Release “The Website

Manager’s Handbook”

Second article

published on A List Part

About Web Governance

What is it?

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

Promotion

Social

Networks

Strategy

Resoucring

Planning

Content Design

Hosting

Performance

Review

Publishing Feedback

Technical

monitoring

Data & security mgt

Change

control

Governance rules

Architecture

Testing

Approve activity

Promotion

Social

Networks

Strategy

Resoucring

Planning

Content Design

Hosting

Performance

Review

Publishing Feedback

Technical

monitoring

Data & security mgt

Change

control

Governance rules

Architecture

Testing

Approve activity

Systems

Budget

Tools Procedures

Documentation

Skills

Manpower

Technology

At its most basic, Web Governance can be described in terms of just 3 components

as summarised in the following illustration.

ACTIVITIES

RESOURCES

Based on a measure of Scale,

assess the granularity of your Governance Activities.

Find out how Big, Busy &

Complex your site is - & how it will change over time.

Based on the granularity of the

Activities, plan the sophistication of your Governance Resources.

The Activities of Web Governance

are simple & occur infrequently 2

Little content

Low traffic Basic technology

Resources are unsophisticated, cheap

& require little management. 3

Activities are highly complex,

highly granular & occur frequently 2

Lots of content

Heavy traffic V. complex technology

Resources are sophisticated, expensive

& require lots of management. 3

ReOrganise

Optimise 3

Organise 2

Discover 1

Web Governance Analytics

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

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

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

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

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

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

5. Based on a budget that matches expectations for online strategy & online quality.

The level of stability can be tracked by by measuring a series of indicators…

Online Indicators

Quantitative

Functionality

Usability

Accessibility

Qualitative

User feedback

& satisfaction

Operational Indicators

Quantitative

Functionality

Usability

Accessibility

Qualitative

User feedback

& satisfaction

Quantitative

Quality

Qualitative

Customer feedback

& satisfaction

Quantitative

Functionality

Usability

Accessibility

Qualitative

User feedback

& satisfaction

Organisational Indicators

Quantitative

Quality

Qualitative

Customer feedback

& satisfaction

Quantitative

Functionality

Usability

Accessibility

Qualitative

User feedback

& satisfaction

Quantitative

Business risk

Staff retention

Qualitative

Staff feedback

& satisfaction

Quantitative

Quality

Qualitative

Customer feedback

& satisfaction

Quantitative

Functionality

Usability

Accessibility

Qualitative

User feedback

& satisfaction

Quantitative

100% error free

High readability

Good SEO

Quantitative

On time

Consistent quality

Affordable

Qualitative

“Clear info about a

difficult topic.Thanks!

Qualitative

“Very responsive team

& great comms.”

Quantitative

Happy staff

Low risk

Good RoI

Qualitative

“A great place

to work”

The indictors are being bolstered by many new sources of Web Governance Analytics…

QA & error checking

Bug tracking

Content readability

Site availability

Project mgt

Social media tracking

Web analytics

softwareqatest.com

websitetestingtools.com

The Analytics & Indicators act as an early warning system for when things go “bad” in Web Governance

Quantitative

Lots of errors

Poor readability

Missing metadata

Quantitative

Late delivery

Shoddy work

Expensive

Qualitative

“Hello!? Please reply

to my emails!”

Qualitative

“A thoroughly difficult

team to work with”

Quantitative

High staff turnover

Very costly team

Dodgy practices

Qualitative

“An awful place

to work :(”

(Example)

Content

Follow the audit trail to find out if Web Governance has gone wrong

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?

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?

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?

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?

3. Identify how each task is done, how rigorous the process is & how well it is followed.

Perhaps the staff member does not have the right tool for the job or is using the tool in the wrong way?

4. Identify what tools are used (if any) & whether they are suitable to the job.

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?

5. Finally, check what budget is available & whether it is appropriate to the task.

Diagnosis is not always simple.

Web Team delivers

a good quality web

experience.

Web Team works

well with internal

customers.

But high turnover of staff due to

too excessive pressure/demands. Poor leadership?

Inadequate budget/time? Misdesigned processes?

Data can also be used to optimize Web Governance

What to do now…

Organise Optimise Discover

We want a dashboard, so more APIs please!

Wanna free book? Of course you do!

"very clear & well written...a lot of practical depth...I'm sure that someone managing, particularly a large website,

would find it genuinely useful". Gerry McGovern

Email me: shane@diffily.com Web: www.diffily.com

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