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If I Only Had a Frame(work): 2016 NTC
- 1. If I Only Had a Frame(work): Crafting Experiences Across 3rd-Party Systems 2016 Nonprofit Technology Conference: San Jose March 24, 2016 #16NTCcohesiveUX Collaboration Notes: http://po.st/cohesiveUX-16NTC
- 2. Lara Koch SENIOR MANAGER, WEB STRATEGY, THE HUMANE SOCIETY OF THE UNITED STATES @larakoch IF I ONLY HAD A FRAME(WORK) Melissa Barber PROJECT MANAGER, NORTH PEAK SOLUTIONS @melissa_barber Brett Meyer CHIEF STRATEGY OFFICER, THINKSHOUT @brett_meyer #16NTCCOHESIVEUX
- 3. IF I ONLY HAD A FRAME(WORK) The Problem #16NTCCOHESIVEUX
- 4. The top reasons customers leave a brand are poor quality and rude customer service..
- 5. 68% of customers leave because they are upset with the treatment they've received. – U S C H A M B E R O F C O M M E R C E
- 6. A dissatisfied customer will tell between 9-15 people about their experience. – W H I T E H O U S E O F F I C E O F C O N S U M E R A F F A I R S
- 7. 39% of respondents said they avoid vendors for two or more years after a bad experience. – Z E N D E S K S U R V E Y O F 1 0 0 0 C U S T O M E R S
- 8. IF I ONLY HAD A FRAME(WORK) One Bad Experience #16NTCCOHESIVEUX
- 9. IF I ONLY HAD A FRAME(WORK) One Bad Experience #16NTCCOHESIVEUX
- 10. IF I ONLY HAD A FRAME(WORK) What’s This Got to Do With Me? #16NTCCOHESIVEUX
- 11. So, what’s the solution?
- 12. MINI-TITLEIF I ONLY HAD A FRAME(WORK) Case Study: The HSUS
- 13. HSUS We Contain Multitudes (Because We Have To)
- 16. HSUS None whatsoever! Everything works beautifully and we mostly spend our days rubbing dog bellies and taking long, luxurious lunches. #16NTCCOHESIVEUX
- 18. HSUS No Content Strategy or Governance #16NTCCOHESIVEUX
- 19. HSUS No Focus On Data or Users #16NTCCOHESIVEUX
- 20. HSUS What Do We Do? #16NTCCOHESIVEUX
- 21. HSUS Branding, Templates, Data, Analysis, Sacrifice
- 24. HSUS: Cohesive Branding IF I ONLY HAD A FRAME(WORK) #16NTCcohesiveUX
- 25. HSUS: Cohesive Branding IF I ONLY HAD A FRAME(WORK) #16NTCcohesiveUX
- 26. HSUS: Cohesive Branding IF I ONLY HAD A FRAME(WORK) #16NTCcohesiveUX
- 27. HSUS: Cohesive Branding IF I ONLY HAD A FRAME(WORK) #16NTCcohesiveUX
- 29. HSUS: Templates IF I ONLY HAD A FRAME(WORK) #16NTCcohesiveUX
- 30. HSUS: Templates IF I ONLY HAD A FRAME(WORK) #16NTCcohesiveUX
- 31. #16NTCcohesiveUX
- 36. HSUS One CRM to Rule Them All #16NTCCOHESIVEUX
- 38. HSUS Being Truly Data Driven #16NTCCOHESIVEUX
- 40. MINI-TITLEIF I ONLY HAD A FRAME(WORK) Case Study: ICRW
- 41. IF I ONLY HAD A FRAME(WORK) Technical Solutions #16NTCCOHESIVEUX
- 42. IF I ONLY HAD A FRAME(WORK) International Center for Research on Women • ICRW annual budget around $10M • 100 staff members • Primarily funded by grants • Current team using Salesforce is team of 2 people • Annual operating budget of $325K
- 44. #16NTCcohesiveUX
- 45. #16NTCcohesiveUX
- 47. • Seamless user experience • Integration happens on the platform • Maximum flexibility IF I ONLY HAD A FRAME(WORK) APIs #16NTCCOHESIVEUX
- 49. #16NTCcohesiveUX
- 50. #16NTCcohesiveUX
- 55. IF I ONLY HAD A FRAME(WORK) Embeds #16NTCCOHESIVEUX
- 58. #DrupalConFrame
- 59. IF I ONLY HAD A FRAME(WORK) Clear Branding & Messaging #16NTCCOHESIVEUX
- 64. MINI-TITLEIF I ONLY HAD A FRAME(WORK) Understand Your Systems
- 65. IF I ONLY HAD A FRAME(WORK) Requirements Gathering #16NTCCOHESIVEUX
- 66. IF I ONLY HAD A FRAME(WORK) Requirements: Databases #16NTCCOHESIVEUX
- 67. IF I ONLY HAD A FRAME(WORK) Requirements: Data Sources #16NTCCOHESIVEUX
- 68. IF I ONLY HAD A FRAME(WORK) Requirements: Processes #16NTCCOHESIVEUX
- 69. IF I ONLY HAD A FRAME(WORK) Map the Current Set-up #16NTCCOHESIVEUX
- 70. IF I ONLY HAD A FRAME(WORK) Map the New Set-up #16NTCCOHESIVEUX
- 71. IF I ONLY HAD A FRAME(WORK) You Know the Pieces #16NTCCOHESIVEUX
- 72. IF I ONLY HAD A FRAME(WORK) How Do They Fit Together? #16NTCCOHESIVEUX
- 73. MINI-TITLEIF I ONLY HAD A FRAME(WORK) Human Systems
- 74. IF I ONLY HAD A FRAME(WORK) Compromise #16NTCCOHESIVEUX
- 75. IF I ONLY HAD A FRAME(WORK) #DrupalConFrame Don’t Recreate Everything
- 76. IF I ONLY HAD A FRAME(WORK) #DrupalConFrame Don’t Recreate Everything
- 77. IF I ONLY HAD A FRAME(WORK) #DrupalConFrame Don’t Recreate Everything
- 82. IF I ONLY HAD A FRAME(WORK) Technical Limitations #16NTCCOHESIVEUX
- 83. IF I ONLY HAD A FRAME(WORK) Design #16NTCCOHESIVEUX
- 84. IF I ONLY HAD A FRAME(WORK) Design #16NTCCOHESIVEUX
- 85. IF I ONLY HAD A FRAME(WORK) Component Design #16NTCCOHESIVEUX
- 86. IF I ONLY HAD A FRAME(WORK) Style Guide #16NTCCOHESIVEUX
- 87. IF I ONLY HAD A FRAME(WORK) Governance #16NTCCOHESIVEUX
- 88. IF I ONLY HAD A FRAME(WORK) Basically, Write it Down #16NTCCOHESIVEUX
- 89. IF I ONLY HAD A FRAME(WORK) Change Management #16NTCCOHESIVEUX
- 90. – M A Y A A N G E L O U “If you don't like something, change it. If you can't change it, change your attitude. .”
- 91. IF I ONLY HAD A FRAME(WORK) Habits #16NTCCOHESIVEUX
- 92. IF I ONLY HAD A FRAME(WORK) Habits #16NTCCOHESIVEUX
- 93. – M A R K T W A I N “Nothing so needs reforming as other people's habits.” .”
- 94. #DrupalConFrame IF I ONLY HAD A FRAME(WORK) Win the Day with Data #16NTCCOHESIVEUX
- 95. MINI-TITLEIF I ONLY HAD A FRAME(WORK) Infrastructure
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- 102. IF I ONLY HAD A FRAME(WORK) Infrastructure Can Help #16NTCCOHESIVEUX
- 103. IF I ONLY HAD A FRAME(WORK) It’s Not Infallible #16NTCCOHESIVEUX
- 104. IF I ONLY HAD A FRAME(WORK) Humans Are Resilient #16NTCCOHESIVEUX
- 105. IF I ONLY HAD A FRAME(WORK) Questions? #16NTCCOHESIVEUX
- 106. Brett Meyer @brett_meyer Lara Koch @larakoch Melissa Barber @melissa_barber Evaluation Link: http://po.st/dRuScn
Editor's Notes
- Presenter: Brett [Personal Story] Photo Credit: https://www.flickr.com/photos/chrisharley/3684559056/
- Presenter: Brett In the world of physical sales, the top reasons customers leave a brand are poor quality and rude customer service. Source: http://www.superoffice.com/blog/customer-complaints-good-for-business/
- Presenter: Brett Source: http://www.retentionscience.com/the-top-4-reasons-customers-churn-and-how-to-prevent-it
- Presenter: Brett Source: https://www.linkedin.com/pulse/20130604134550-284615-15-statistics-that-should-change-the-business-world-but-haven-t
- Presenter: Brett From a ZenDesk survey: – 39% of respondents said they avoid vendors for two or more years after a bad experience. – More than 40% recommended others not buy products or services after having a bad customer service experience. I guess the lesson there is that I hold grudges a lot longer than most people. https://www.linkedin.com/pulse/20140928001923-8938492-2-years-is-how-long-a-customer-will-avoid-your-brand-after-a-bad-experience
- Presenter: Brett One bad experience can negate dozens of good experiences — because we expect things to turn out the way we want them to. Photo Credit: https://www.flickr.com/photos/keoni101/5530280949/
- Presenter: Brett One bad experience can negate dozens of good experiences — because we expect things to turn out the way we want them to. Photo Credit: https://www.flickr.com/photos/keoni101/5530280949/
- Presenter: Brett How does this relate to the nonprofit space? We sell altruism, compassion, and good deeds. Essentially, people expect things to work. Every point of contact we have with our constituents is a chance to lose them forever — and nonprofits typically don’t have the luxury of using a single system. Your points of contact are spread across your website, your CRM, your email platform, your multitude of social media platforms, your print outreach, your events, and on and on… We have to take into account the wider space a brand occupies. We can’t just limited ourselves to thinking about how people are going to interact with a single system. We owe it to the people we’re doing the work for to think about the broader context — and to help them do the same. Photo Credit: https://www.flickr.com/photos/pagedooley/14555354976/
- Presenter: Brett Well, the snarky response is: why don’t you just do that in Drupal? Drupal can handle all of those things. We’ve got Commerce, Blogs, email — everything a reasonable company could want. But we’re not always talking about being reasonable. In our space, we have the particular issue of nonprofits running on Convio or Blackbaud. They’re not going to give those up just because we tell them we can build them a better experience. Often, in our work, we have to accept the realities our clients or organizations are working in and figure out how to solve the problems in front of us without being able to use what we think is the best solution. So, to do that, we need to get a sense of what systems are at play. And Lara’s going to talk to you about how that works at the HSUS.
- Presenter: Lara
- Presenter: Lara We have multiple systems just to meet people where they are, and also because our technical limitations have required creative solutions and alternative methods to produce modern, effective, actionable content and opportunities for our audiences. Photo Credit: https://www.flickr.com/photos/scyrene/8269721699
- Presenter: Lara Databases: Convio, TeamApproach, Raisers Edge replaced by Stratus Live, Engaging Networks, Saturn Convio (CMS, Donations, Advocacy, Surveys, Events, Email, Pagebuilder) Moovweb (mobilization of site for iOS and Android) Mobile Commons (SMS; also technically another database) Social media (Facebook, Twitter, Instagram, YouTube, Pinterest, LinkedIn, Tumblr, Google+...) Blog (Wordpress) Other affiliate and single-service sites (whoattackshsus.org, changeforanimals.humanesociety.org…) RegOnline ...and more! Photo Credit: https://www.flickr.com/photos/oneilsh/14601920735
- Presenter: Lara Photo Credit: https://www.flickr.com/photos/aturkus/2072159061/
- Presenter: Lara Photo Credit: https://www.flickr.com/photos/bevanandjen/146695225
- Presenter: Lara Not built for our modern needs. Without even considering third party systems, how about modules inside ONE PLATFORM who were not built to effectively communicate with one another (Convio CMS and COM!) Brief dip into our mobile stats, why mobile is important, and the workarounds we’ve had to put in place to get mobile to work for us. Photo Credit: https://www.flickr.com/photos/7687126@N06/7585336412
- Presenter: Lara Not built for our modern needs. Without even considering third party systems, how about modules inside ONE PLATFORM who were not built to effectively communicate with one another (Convio CMS and COM!) Brief dip into our mobile stats, why mobile is important, and the workarounds we’ve had to put in place to get mobile to work for us. Photo Credit: https://www.flickr.com/photos/7687126@N06/7585336412
- Presenter: Lara Endless navel-gazing. (“See how you can help The HSUS”) When I came in there was no real tracking or use of data, most distressingly on how our various platforms were converting people! Photo Credit: https://www.flickr.com/photos/rh2ox/9990016123
- Presenter: Lara Other than vacillate between weeping and complaining. Photo Credit: https://www.flickr.com/photos/25340190@N05/2853167288/
- Presenter: Lara Sacrifices: We know it isn’t going to be perfect. It can’t be. But we control what we can, because there is so much about our work we can’t control. And we’re finally figuring that out, and using these other items to help manage the manageable, and prepare for the inevitable chaos. Photo Credit: https://www.flickr.com/photos/lucianozanardo/5262315751/
- Presenter: Lara is essential, and a battle we (mysteriously) fight every single day. Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms? Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
- Presenter: Lara is essential, and a battle we (mysteriously) fight every single day. Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms? Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
- Presenter: Lara is essential, and a battle we (mysteriously) fight every single day. Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms? Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
- Presenter: Lara is essential, and a battle we (mysteriously) fight every single day. Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms? Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
- Presenter: Lara is essential, and a battle we (mysteriously) fight every single day. Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms? Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
- Presenter: Lara is essential, and a battle we (mysteriously) fight every single day. Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms? Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
- Photo Credit: https://www.flickr.com/photos/splorp/8288768889/
- Photo Credit: https://www.flickr.com/photos/splorp/8288768889/
- Photo Credit: https://www.flickr.com/photos/splorp/8288768889/
- Photo Credit: https://www.flickr.com/photos/splorp/8288768889/
- Presenter: Lara We hack everything to bits to make it talk to one another. With an outdated infrastructure and multiple systems, we have to rely on data to know where to spend our resources and what truly performs. So getting every platform we use to provide data we need on performance is a huge goal Sourcing. In 2011, when I arrived, no one sourced anything. Now, we have a sourcing convention, and have built programs that allow us to get our systems and platforms to talk to one another. We’ve been able to automate some of it, but much of it still relies on manual insertion and inclusion of sources at the end of links. (Which happens perfectly every time with no errors so no worries there.) Photo Credit: https://www.flickr.com/photos/jdhancock/8031897271
- Presenter: Lara USING, ANALYZING, TRUSTING, AND MAKING DECISIONS BASED ON THAT DATA. We’ve become quite data-driven inside the digital marketing team after years of work, but what happens when data is ignored by executives? The A. Ugh. Photo Credit: https://www.flickr.com/photos/mompl/5289524029/
- Presenter: Lara Photo Credit: https://www.flickr.com/photos/duncan/14115684065/
- Presenter: Lara That will allow us to concentrate more on strategy and innovation to meet our goals using modern code -- not popsicle sticks and duct tape. Photo Credit: https://www.flickr.com/photos/jurvetson/6219463656/
- Presenter: Lara for us to pour the data into and get a complete picture of our constituents and their behavior. Photo Credit: https://www.flickr.com/photos/brickreplicas/6533018463/
- Presenter: Lara Photo Credit: https://www.flickr.com/photos/anupamsrivastava/9315800953/
- Presenter: Lara Photo Credit: https://www.flickr.com/photos/mompl/5290127154/
- Presenter: Lara Photo Credit: https://www.flickr.com/photos/deegephotos/4511606351/
- Presenter: Melissa
- Presenter: Melissa Luckily we have technology on our side. Photo Credit: https://www.flickr.com/photos/deanj/2398424227/
- Presenter: Melissa Small group within large organization Runs individual donor relations and fundraising events. This team manages: Individual donations, on and offline Event registrations Event fees Broadcast email communications Photo credit: http://www.icrw.org/
- Presenter: Melissa Website: Drupal Photo Credit: http://www.icrw.org/
- Presenter: Melissa Embeded MailChimp email signup form Photo Credit: http://www.icrw.org/
- Presenter: Melissa Events & donations: Soapbox Engage Photo Credit: http://www.icrw.org/
- Presenter: Melissa All these move information over to Salesforce
- Presenter: Melissa Behind the curtains Because you control the data processing, you have total control over how it’s presented to the end user. They’ll hopefully not even know that other systems were involved in completing their transaction, from signing up for an email list to donating to signing up for an event. Photo Credit: https://www.flickr.com/photos/cybaea/54679441/
- Presenter: Melissa Journey of signing up for an email Photo credit: http://www.icrw.org/
- Presenter: Melissa Journey of signing up for an email Photo credit: http://www.icrw.org/
- Presenter: Melissa Journey of signing up for an email Photo credit: http://www.icrw.org/
- Presenter: Melissa Backend: MailChimp syncs through 3rd party app called Cazoomi
- Presenter: Melissa Backend: MailChimp syncs through 3rd party app called Cazoomi
- Presenter: Melissa Backend: MailChimp syncs through 3rd party app called Cazoomi
- Presenter: Melissa Backend: My contact is now a member of different contact interest lists Potential next step: set up a welcome series drip campaign
- Presenter: Lev Javascript widget, iframe, or direct forms Examples: Donation forms: PayPay, Stripe (Charity Water - screen shot) Job applications: Tales Photo Credit: https://www.flickr.com/photos/j_benson/9913779966/
- Presenter: Melissa ICRW’s email sign up form embedded in their Drupal site Photo credit: http://www.icrw.org/
- Presenter: Lev Charity Water Embedded Stripe form
- Presenter: Lev Charity Water Embedded Stripe form
- Presenter: Melissa No surprises Users should understand what’s happening Example: National Park Service Photo Credit: https://www.flickr.com/photos/travelwayoflife/7465843862/
- Presenter: Melissa Branding is consistent. Form doesn’t look like a PayPal form
- Presenter: Melissa
- Presenter: Melissa Using a different tool for “sharing stories”
- Presenter: Melissa The user gets a clear explanation of what’s about to happen “We’re no longer responsible for your experience.”
- Presenter: Brett
- Presenter: Brett We start by gathering requirements AKA, “The hunt for people's secret spreadsheets.” All discovery exercises should involve sticky notes Photo Credit: Josh Riggs
- Presenter: Brett Ask everyone to write down five places that important data is kept in the organization on different sticky notes. Gather them on a wall, grouping repeated items (Raiser's Edge) and similar items (Spreadsheets, someone's email account). Cajole, joke, poke, hint, remind, and otherwise encourage additions. Say the words "spreadsheet", "Excel", "Email Inbox", "Old System", "Desktop", etc, to make sure that people consider these things. When someone says, "Jane's brain" you are on the right track. After this, you should have a central area of the wall showing 5-10 data storage locations (or location types) in little bubbles of grouped sticky notes. Photo Credit: https://www.flickr.com/photos/jdhancock/3737950123
- Presenter: Brett Where does data come from? Five types of data you want to track. This can be harder for people to focus on, so filter the answers. "Emails" is not valid data: ask the person what information the email would be conveying that they might need to track. "Donations" is a better answer, as is "Re-tweets", "Contact information", "Event Attendance", "Personal connections", etc. "Interactions with your organization" is a good phrase to key in to many of these. Form these Data/Interaction types into bubbles around the outside of your Data Repositories. Photo Credit: https://www.flickr.com/photos/sampitech/1346409923/
- Presenter: Brett How does data move from sources to stores? This is the place where you really learn how the organization operates. Color coded sticky notes labels and arrows to indicate how data moves from sources to repositories. Coding will indicate if the data flow is automatic, constituent driven, or manual "Email" is a valid answer here. So is "Webform", "Manual Import", "Manual entry", "Phone Call", "Interns", "Hope", etc. Photo Credit: https://www.flickr.com/photos/enerva/8526301073
- Presenter: Brett How do you move data from one point to another? Photo Credit: https://www.flickr.com/photos/enerva/8526301073
- Presenter: Brett How do you move data from one point to another? Photo Credit: https://www.flickr.com/photos/enerva/8526301073
- Presenter: Brett Now we know all the component parts. Where the data comes from Where it’s kept How it moves around Photo Credit: https://www.flickr.com/photos/builtbydave/4584358158
- Presenter: Brett How do all these random parts fit together to make a steam punk airship? Photo Credit: https://www.flickr.com/photos/pmiaki/5152260360
- Presenter: Brett Once you understand what the technical requirements and limitations are, you need to address the human elements at play. And that might be the trickier part.
- Presenter: Brett You have to start by helping your clients or organizations understand that making the user experience as smooth as possible across systems is going to require some compromise. Photo Credit: https://www.flickr.com/photos/adactio/8836457/
- Presenter: Brett Remember when I said LiveStrong was doing a pretty good job? They’ve done it by making sensible compromises.
- Presenter: Brett Remember when I said LiveStrong was doing a pretty good job? They’ve done it by making sensible compromises.
- Presenter: Brett The information architecture on their main site features dropdown menus. Say what you will about that as a UX element, it’s what they decided to do.
- Presenter: Brett For the blog, they have the same top level navigation — but they’ve done away with the drop down. It changes the user experience, but lessens the amount of maintenance they need to do. If those items fell out of sync, it may be a worse UX than simply limiting the options they have at this point.
- Presenter: Brett For the blog, they have the same top level navigation — but they’ve done away with the drop down. It changes the user experience, but lessens the amount of maintenance they need to do. If those items fell out of sync, it may be a worse UX than simply limiting the options they have at this point.
- Presenter: Brett For the store, the navigation has changed entirely. This makes sense. Why give the user the same experience on the store site as on the main site, when the focus is on helping them buy products at this point? The important part is to retain the sense of brand, and the feeling that the properties are connected.
- Presenter: Brett The donation page is even more stripped down. Again, once they’ve gotten a user into the donation channel, they don’t want to provide easy ways to do something else. Keep the experience clean, then return them to the main site after the action has been completed. By focusing on the capabilities and use cases of their various properties, Livestrong has compromised on some elements of the user experience to focus on what’s important given the use case. A more cynical person might draw a comparison to how Lance won the Tour, but let’s move past that, shall we.
- Presenter: Brett So again, we can’t emphasize this enough: you need to understand all of the systems at play to be able to make the right choices for the user experience. You can only design for what you understand. Photo Credit: https://www.flickr.com/photos/chrishunkeler/14429533560/
- Presenter: Brett And design will play a huge role in that. While Lev and I have both played the designer before, it’s not really our strong suit, so these are going to be high-level recommendations. Photo Credit: https://www.flickr.com/photos/julienbelli/14487075742/
- Presenter: Brett And design will play a huge role in that. While Lev and I have both played the designer before, it’s not really our strong suit, so these are going to be high-level recommendations. But there are some things you can do to create a more cohesive brand experience. Photo Credit: https://www.flickr.com/photos/julienbelli/14487075742/
- Presenter: Brett So maybe, instead of doing full page designs for each of the systems you’re building, design the components that can be put in place across all of them. Again, you want to help the site administrators avoid having to maintain content in multiple places, so you’ll have to be disciplined to pull this off. Photo Credit: https://www.flickr.com/photos/poppy-project/16664722038/
- Presenter: Brett Finally, you need a style guide – that’s applicable across all of the systems. What’s the typography? What are the heading styles? Consistency across systems comes from having patterns people can apply. Photo Credit: https://www.flickr.com/photos/wikidave/7118464049/
- Presenter: Brett Which brings us to the biggie: governance. A style guide is just part of a broader governance plan. Human systems will run amok and ruin your most carefully planned designs if they don’t understand the intent you had in building them in the first place. Photo Credit: https://www.flickr.com/photos/josephgruber/16533486144/
- Presenter: Brett So, what I’m essentially saying is: write it down. Don’t let people make assumptions about how something might work. That’s how sites — and user experiences — get ruined. Make the processes clear, highlight the underlying assumptions, and give them a plan to continue to improve. Flickr: https://www.flickr.com/photos/kalexanderson/5337994571/
- Presenter: Brett Because when you build a new website or other application, you’re introducing change. And not just change, but revolutionary change. Entirely new systems force people to do things in new ways, and that’s often scary for them, which leads them to resist whatever plan you’re putting in place. You need to help them understand that the changes are going to be for the best. Photo Credit: https://www.flickr.com/photos/joshua/1154118/
- Presenter: Brett And you can help yourself help others by remembering that you’re smart – each and every one of you is a smart person — but that doesn’t mean you’re always right. Sometimes, you have to be willing to change yourself. Photo Credit: https://www.flickr.com/photos/joshua/1154118/
- Presenter: Brett A lot of it comes down to habit. People go about their work, by and large, by performing certain actions over and over again. When you introduce them to revolutionary change, they need to learn new habits. Again, that’s hard. But that’s why we’ve created those governance structures in the first place: to give them a guide toward creating useful new habits. We’re creating a starting point for new habits, so we want to ensure that when they form, they’re good ones. Photo Credit: https://www.flickr.com/photos/jamiejohn/1581135389/
- Presenter: Brett Photo Credit: https://www.flickr.com/photos/jamiejohn/1581135389/
- Presenter: Brett And if anyone gives you guff, refer them back to the metrics and evaluation plan. Often times, if you can analytically show people the improvements that come from the changes in process we’re introducing, you’ll win them over to your way of thinking. Photo credit: https://www.flickr.com/photos/clevercupcakes/4461953159/
- Photo Credit: https://www.flickr.com/photos/biwook/390088839/
- If it was, we would have got to meet Jon Stewart. You can’t pin your hopes on technology solving all of your problems. Photo Credit: https://www.flickr.com/photos/wsdot/8807161879/
- You can do incredible things with what you already have if you: Understand what they can do Understand what they can’t do Formulate a plan to make the best of it Photo Credit: Brett & Melissa
- Photo Credit: https://www.flickr.com/photos/lwr/13442542235/