Empower for the PeopleNon-Invasive Governance: Meeting Users Where They Are

#psuweb 2015

@shelleykeith tl;dr: 10 yrs higher ed, 20 yrs mktg/tech, BBA, MSIQ

Director of Digital CommunicationsUniversity of Mary Washington

Manager of Web Communications & MarketingSouthern Arkansas University

Prior: web hosting, project management, ecommerce

MS Information QualityCollege of Engineering & Information TechnologyUniversity of Arkansas at Little Rock

Information Quality (IQ)DEFINITION

The quality of information/data is measured by the fitness for use for its intended purpose.

RATIONALES

Data of high quality…

1. …is a valuable asset

2. …can increase customer satisfaction

3. …can improve revenues and profits

4. …can be a strategic competitive advantage

FACTORS INCLUDE…

…accuracy, completeness, consistency, timeliness, believability, interpretability, etc.

Data begins to decay as soon as the database is created, because the real world objects associated with that data are always in flux.

• Customer data

• Courses• People• Buildings• Degrees• Kodak

Core Principle

My Precioussss

…and a partridge in a pear tree

Digital governance

Data governance

Web governance

Content governance

Shared governance

ResourcesHow many of you have all the people, funding, time, and buy-in you need to do your job?

Viva la Revolution!

Governance has layers.

Digital Governance Framework for establishing accountability, roles, and decision-making authority for an organization’s digital presence.

WelchmanPierpoint

Content Governance A process of managing content roles, responsibilities, processes, documentation, tools and training.

Web Governancemaking sure the website is working FOR the institution and effectively stewarding the resource

Lori Packer

Your website is not a project. Projects have an end.

Univers i ty of Rochester@lor ipa

“ “

Non Invasive Governance Flexible system for continuous improvement.

Evolution, not revolution.

What will work in our culture?What will work given our resources?What small steps can we take?

Evolution, not revolution.

et tu @halvorson?

Mission Statement

Mission Statement

Create an effective web presence.

I am Groot.

20% On Board

60% meh.

Haters Gonna Hate

Hate

Hate

Hate

Hate

Fraud Police

Always be improving.

Collaborative. Supportive. Transparent.

Collaborative

Supportive

Transparent

©2014 @natedogreimer

Tell your story. Be the expert.

HiPPO

Non-Invasive GovernanceAsks1. What will work in our

culture?2. What will work given

our resources?3. What small steps can

we take to begin building a successful system of governance inside existing processes?

Justifications

1. What could we do if the site were better organized and managed?

2. What can we NOT do because our site isn’t better governed?

Non-Invasive governance• is collaborative, supportive, and transparent• requires focus toward a long-term goal• is accomplished by maximizing use of resources,

documenting goals and results, building buy in, and training best practices.

Wash. Rinse. Repeat....is about people, not process.

Governance Bill of RightsStewards• Help with and training

on tools and best practices

• Clear interpretation and supported implementation of regulatory requirements

• Assistance establishing goals and success metrics

• Access to data and analysis

Site Users• Accessible content and

navigation• Current information

supporting their ability to perform necessary tasks

• Usable interfaces• Access to support they

should never need

Web Process Framework

Quality

Fit for use

Accurate

Currency

Information

Tools & Technolo

gy

Compliance

Usability &

Accessibility

Style & Identity

User

Admin

You are not doing this wrong.

Kristina Halvorson Confab Higher Ed, 2013

Every step in the right direction is a step in the right direction.

Shelley Keith Every anxiety attack for the last 2 years.

Let’s Review1. Decide where you’re going.

2. Find and cultivate your biggest supporters.

3. Be collaborative, supportive, and transparent.

4. Tell your story. Be the expert.

5. Support yourself.

Recommended Reading Managing Chaos Lisa Welchman

Non-Invasive Data Governance Robert Seiner