Queen’s University Belfast - Digital Governance Framework Overview of the Digital Governance Framework and Change Management framework a - the basis of our distributed content & centralised support model Framework developed on themes by Lisa Welchman @lwelchman Kristina Podnar ‏@kpodnar presented at Digital Governance Masterclass: Digital Governance by Design presented by ActiveStandards, London - Tuesday, April 28, 2015 at GRAND CONNAUGHT ROOMS, London, UK

1. Digital Governance Implementation
Framework Overview
Wednesday, 22 June 2016

2. Digital
governance...

3. What is digital
governance...?

4. What is digital governance...?
It enables responsiveness by clarifying
roles, responsibilities and connections
for a collaborative team.
Lisa Welchman
Managing Chaos
Digital Governance by Design

5. What is digital governance...?
Digital governance is the basis of our
distributed content & centralised
support model.

6. CMS
User
Core
Digital
Team
Faculty
Digital
Officer
CMS
User
CMS
User
CMS
User
CMS
User
Lead
User
CMS
Approval
Cycle
CMS
Publishing
Faculty /
Business Unit
Management
Auditing &
Management
Reports
Change
Initiation
Change
Manageme
nt Process
Request
For
Change
Directorate
Change
Initiators
Change
Initiation
CMS
Dev
Team
Change
Initiation
Change
Initiation
Centralised support
Distributed content

7. What is digital governance...?
It is NOT about creating a digital silo
or having the core digital team
decide everything and run
everything!

8. Why is digital
governance so
important...?

9. Digital Transformation – Core Principles
Effective
Communication
& Engagement
Strong
Programme
Framework
Good
Governance
Digital governance is a core principle of
an effective digital channel
The University Digital Board has provided clear direction that
digital governance is one of the core principles of an effective
Queen’s digital channel.

10. 2 key reasons why digital governance is
so important...
1. Current poor digital governance
exposes the University to risk and
liability.
2. Good digital governance will make us
more effective in achieving our
business objectives.

11. Identify & prioritise
requirements
Set policies
based on
requirements
Create controls to administer,
enforce and remediate
standards and procedures
Digital governance framework…DigitalGovernance
Risks
Business Objectives Policy
Standards &
Guidelines
Procedures
Implementation &
Remediation
Legal & Regulatory
Magus Research Ltd and ActiveStandards Inc

12. Why is digital governance so
important...?

13. What is the scope
of our digital
governance...?

14. What is the scope of our digital
governance...?
The scope is defined in the Digital
Governance Policy & Code of Practice

15. What is the scope of our digital
governance...?
“Core digital channels that support
the University’s Global Vision and
Strategic Priorities”

16. What is the scope of our digital
governance...?
“The University Digital Policy is deemed to include all web
pages whose addresses (URLs) contain a domain (e.g. qub.ac.uk)
associated with the University or one of its organisational units,
or are hosted on a server at the University.
The Policy includes all social media accounts maintained by
staff or students which could reasonably be deemed as having
a relationship with the University.
The policy relates to all aspects of the University’s digital
channels, including design, content, development, network and
infrastructure.”

17. What is the scope of our digital
governance...?
“In addition, any organisations which are
employed by the University to carry out work
on its behalf (e.g. consultants, agencies, suppliers), must
also be made aware of and follow this policy
and its supporting standards and guidelines”

18. What is the scope of our digital
governance...?
“Courseware, including scholarly work, student
work and learning and teaching materials are
NOT covered in this policy.”

19. Digital
Governance
Structure

20. Identify & prioritise
requirements
Set policies
based on
requirements
Create controls to administer,
enforce and remediate
standards and procedures
Digital governance framework…DigitalGovernance
Risks
Business Objectives Policy
Standards &
Guidelines
Procedures
Implementation &
Remediation
Legal & Regulatory
Magus Research Ltd and ActiveStandards Inc

21. Digital governance structure...
Through the Digital Transformation Project the
University has developed a digital governance
framework that clearly set out well defined
roles, responsibilities and accountability of
stakeholders in the overall Queen’s Digital
Presence.

22. Digital governance structure...
The digital governance framework includes
digital management structures and a Digital
Governance Policy to promote consistency
across the University’s core digital channels and
to provide guidance to staff in the
management of our digital content.

23. Digital governance structure...
University Digital
Board
Digital Technical
Project Board
(Evolvement of TSWG)
Digital Operations
Group
(Change Advisory)
Service Desk
Digital Management
Group
News & Content
Editorial Group
Leadership and Strategy
People, Process and
Technology
Digital Governance
Groups

24. Digital governance structure...
University Digital
Board
Digital Technical
Project Board
(Evolvement of TSWG)
Digital Operations
Group
(Change Advisory)
Service Desk
Digital Management
Group
News & Content
Editorial Group
Leadership and Strategy
People, Process and
Technology
Digital Governance
Groups

25. Digital governance structure...
University Digital
Board
Digital Technical
Project Board
(Evolvement of TSWG)
Digital Operations
Group
(Change Advisory)
Service Desk
Digital Management
Group
News & Content
Editorial Group
Leadership and Strategy

26. Digital governance structure...
University Digital
Board
Digital Technical
Project Board
(Evolvement of TSWG)
Digital Operations
Group
(Change Advisory)
Service Desk
Digital Management
Group
News & Content
Editorial Group
People, Process and
Technology

27. Digital governance structure...
University Digital
Board
Digital Technical
Project Board
(Evolvement of TSWG)
Digital Operations
Group
(Change Advisory)
Service Desk
Digital Management
Group
News & Content
Editorial Group
People, Process and
Technology

28. Digital governance structure...
University Digital
Board
Digital Technical
Project Board
(Evolvement of TSWG)
Digital Operations
Group
(Change Advisory)
Service Desk
Digital Management
Group
News & Content
Editorial Group
People, Process and
Technology

29. Steering Groups Core Team
UniversityDigital
Board
DigitalManagement
Group
DigitalTechnical
Group
DigitalOperations
Group
News&Content
EditorialGroup
ASAG
DigitalLearning
Group
MRCIManagement
Group
Marketing&
Communications
Information
Services(IS)
Digital
Transformation
ProjectBoard
Digital Governance Sponsorship & Advocacy
Queen's University Digital Governance A R R C C I I I R R R
Digital Strategy
Digital Strategy A R C I C C I I
Digital Policy
Policy Authoring I I I I I I I I R R A
Digital Standards
Design Standards A C R
Editorial Standards A R R
Network & Infrastructure A I R
Applications, Publishing & Development C A R
Digital governance structure
responsibility matrix (RACI)…
Magus Research Ltd and ActiveStandards Inc

30. Request for
Change Process

31. Provide structure…
Our site needs a major redesign
We need a site for a research project – where do
we go?
Where do I get help for SEO?
We need our video to be available in China
We need a video for the School web pages
We have a site but we would like it within the CMS
We want to promote something through
Facebook – what is the best way to do this?
What web address should I use?
Our School needs a unique look and feel

32. Make it easier for business owners to get meaningful
responses through consistent workflow…
Agree candidates to be put forward as Request for
Change / Support and ensure that only relevant
and appropriate requests are raised
Submit Request for Change / Support
Test & approve changes
Business owners
Change Advisory Assess change risk
Assess change impact
Escalate change request as required
Prioritise change request
Approve or reject change request

33. CMS
User
Core
Digital
Team
Faculty
Digital
Officer
CMS
User
CMS
User
CMS
User
CMS
User
Lead
User
CMS
Approval
Cycle
CMS
Publishing
Faculty /
Business Unit
Management
Auditing &
Management
Reports
Change
Initiation
Change
Manageme
nt Process
Request
For
Change
Directorate
Change
Initiators
Change
Initiation
CMS
Dev
Team
Change
Initiation
Change
Initiation
Centralised support
Distributed content

34. Change Sponsor
(Business Unit Manager /
BDO)
Change Initiator
(Only approved Change
Initiators can initiate a
change)
Request a
New Site
1
Develop
Existing Site
or Request
for Support
2
Through clarifying roles, responsibilities
and processes…
*Non Business as
Usual
Standard
Content
Approval
Cycle
Business as Usual
/ Standard
Change
Standard change
Minor, significant or major change

35. Change Sponsor
(Business Unit Manager /
BDO)
Change Initiator
(Only approved Change
Initiators can initiate a
change)
Request a
New Site
1
Develop
Existing Site
or Request
for Support
2
Change
Category
Request logged,
analysed &
assessed
(Minor, Significant,
Major)
Approved
/
Rejected
Minor
Provide
more detail:
Proposal for
development
of major
redesigns
and/or new
sites
3
Change Advisory
(Escalated to senior
level as required)
Major
Significant
Approved
/
Rejected
High Risk &
High Impact
University Digital
Board
RFC workflow
overview

36. What might be a typical change
request…
1. Change to an existing core site or request for digital support services.
2. New Core Site - A site built using the standard core University design with a
qub.ac.uk URL - e.g. http://www.qub.ac.uk/folder
3. Major redesign - A Queen's-branded website with a qub.ac.uk URL -
e.g. http://www.qub.ac.uk/folder
4. A new non-core Queen's website (incorporating your own logo) with a qub.ac.uk
URL
5. A website for an joint initiative involving external partners where Queen's is
the lead partner - this type of website must be Queen's-branded and use a
qub.ac.uk URL (e.g. www.qub.ac.uk/folder) or sub-domain (e.g.
www.subdomain.qub.ac.uk).

37. 6. A website for a joint initiative involving external partners where all
partners are equal - this type of website can be non-Queen's branded and
use a non-Queen's domain (URL).
7. Hosting for a website using technology other than the centrally-managed
TerminalFour Site Manager CMS.
8. To migrate an existing website to the centrally-managed TerminalFour Site
Manager CMS.
9. Non-core / satellite sites. Note: Business units must work on custom
design solutions only as a last option and where a clear business need has
been established.
What might be a typical change
request…

38. Change roles & responsibilities…
Change
Sponsor
Change
Initiator
Change
Manager
Change
Builder(s)
Change
Approver
Change
Tester
Change
Advisory

39. Change sponsor…
Change
Sponsor

40. Change initiators…
Change
Initiator

41. Change manager…
Change
Manager

42. Change advisory…
Change
Advisory

43. Change builder(s)…
Change
Builder(s)

44. Change tester…
Change
Tester

45. Change approver…
Change
Approver

46. Change priority matrix…
Emergency
Needs actioned immediately (emergency change process). Critical business
reason for immediate action or issue causing loss of service or severe usability
problems to a larger number of Users, a mission-critical system, or some equally
serious problem. Immediate action required. Urgent Digital Operations Group
Emergency Change Advisory meeting may need to be convened. Resources may
need to be allocated immediately to build such authorised changes.
„
High
Needs actioned within one working week. High priority / strategic business need
or issue severely affecting some users, or impacting upon a large number of
users. To be given highest priority for change building, testing and
implementation resources. (other than emergency).
„
Medium
Needs actioned within four working weeks. No severe impact or immediate
business requirement, but request . To be allocated medium priority for resources.
Low
Needs actioned by the indicated date. A change is justified and necessary, but can
wait until the next scheduled release or upgrade. To be allocated resources
accordingly

47. Change category matrix…
Change Impact
High Medium Low
Change
Risk
High Major Major Major
Medium Major Significant Significant
Low Major Significant Minor

48. Change Sponsor
(Business Unit Manager /
BDO)
Change Initiator
(Only approved Change
Initiators can initiate a
change)
Request a
New Site
1
Develop
Existing Site
or Request
for Support
2
Through clarifying roles, responsibilities
and processes…
*Non Business as
Usual
Standard
Content
Approval
Cycle
Business as Usual
/ Standard
Change
Standard change
Minor, significant or major change

49. Change escalation…
User Self Help
Standard changes which represent
day-to-day business as usual
www.qub.ac.uk/sites/Guidance
Change Initiator
Relevant and
appropriate changes
Change Manager
Digital Technical Project
Board / Digital
Management Group
University Digital Board
Change Advisory

50. Change escalation…
User Self Help
Standard changes which represent
day-to-day business as usual
www.qub.ac.uk/sites/Guidance
Change Initiator
Relevant and
appropriate changes
Change Manager
Digital Technical Project
Board / Digital
Management Group
University Digital Board
Change Advisory
Level 0 Level 1
Level 2 Level 3
Level 4 Level 5

51. Change escalation…
User Self Help
Standard changes which represent
day-to-day business as usual
www.qub.ac.uk/sites/Guidance
Change Initiator
Relevant and
appropriate changes
Minor change
authorised
by Change Manager
Major change
considered by Change Advisory
with escalation to senior level
Major change
Where assessed as high risk AND
high impact referred to the
University Digital Board.
Significant change
authorised
by Change Advisory

52. More information at:
Level 0
User self help
Comprehensive suite
online of standards and
guidelines…
www.qub.ac.uk/sites/Guidance

53. Digital Content
Quick User Guide
SEO Images Video Accessibility Security
Editorial Guide
Guidelines based around logical themes
and topics…
Designed to provide a quick and
easy-to-use procedure guide
covering the majority of day-to-
day digital content activities
Designed to provide a
handy reference to help
users to ensure their digital
copy is consistent with
Queen’s spelling and
grammar convention, etc.
Designed to complement the Digital Content
Quick User Guide- the topic guides will provide an
in-depth guide to best practices and procedures
for a particular aspect of digital governance
Designed to break
guidelines down into
logical themes and topics…
More information at:

54. More information at:
Level 1
User support
Local co-ordination of
support…
www.qub.ac.uk/sites/Guidance
Faculty hubs
CMS Support
Team
CMS Training
Team
Core Digital
Content Team

55. SEO & PPC UI/UX Content Graphics CRM Social Analytics Audio-visual
Deep discipline
expertise
(Core Digital Content Team)
Faculty digital officers will be able to draw upon deep
discipline expertise support from the Core Digital Team to
fulfil digital business objectives
Cross-discipline competence
(Faculty Digital Officer)
Request for support…

56. Digital
Governance Policy
&
Code of Practice

57. Digital governance policy & code of
practice…
▫ Core digital channels that support the
University’s Global Vision and Strategic
Priorities
▫ Digital Governance Policy & Code of
Practice approved by University Digital
Board (15 March 2016) and University Operating
Board (18 April 2016)

58. Digital governance policy & code of
practice…
▫ The policy sits at the core of the new
University Digital Governance Framework
▫ It is supported by a comprehensive suite
of standards, guidelines and procedure
documents, developed through
consultation with key digital stakeholders
and subject matter experts.

59. Identify & prioritise
requirements
Set policies
based on
requirements
Create controls to administer,
enforce and remediate
standards and procedures
Digital governance framework…DigitalGovernance
Risks
Business Objectives Policy
Standards &
Guidelines
Procedures
Implementation &
Remediation
Legal & Regulatory
Magus Research Ltd and ActiveStandards Inc

60. Digital policy, standards & guidelines…
Digital
Governance
Policy
Digital Governance
Standards /
Guidelines
Digital Governance
Procedures
Policy Traits...
Sets direction
Approved / Signed by an official
University management level /
authority
Few in number
Standards / Guidelines Traits...
Supports structure for policy
Spans functional to technical
Created by SMEs / tactical
specialists. Exist in large numbers
Procedures Traits...
Deliberately tight and restrictive
Tells you what step to take, when to
take it, how to do it, and how not to
get it wrong.

61. Digital Governance Policies
Digital Governance
Standards / Guidelines
Digital Governance
Procedures
Standards / Guidelines Traits...
Objective is for end users to
follow standards and
procedures because they can
see and understand the value
in them
Just one Digital
Governance Policy
Digital Governance Policy

62. Digital Content
Quick User Guide
SEO Images Video Accessibility Security
Editorial Guide
Guidelines based around logical themes
and topics…
Designed to provide a quick and
easy-to-use procedure guide
covering the majority of day-to-
day digital content activities
Designed to provide a
handy reference to help
users to ensure their digital
copy is consistent with
Queen’s spelling and
grammar convention, etc.
Designed to complement the Digital Content
Quick User Guide- the topic guides will provide an
in-depth guide to best practices and procedures
for a particular aspect of digital governance
Designed to break
guidelines down into
logical themes and topics…
More information at:

63. Standards and Guidelines will be modular in format, use clear
language and clearly refer to other related documents.
Designed to break
guidelines down
into logical themes
and topics… Standards /
Guidelines
Introduction
Support
Related
Policies &
Standards
Standards /
Guidelines
Introduction
Support
Related
Policies
&
Standard
s
More information at:
Comprehensive suite of standards and
guidelines…

64. Digital governance policy & code of
practice…
The University will provide new and existing
Web Editors and Managers with training in the
Digital Governance Policy and its supporting
standards and guidelines.
Support online

65. Changes from current position…
While the policy essentially brings together and
formalises much existing process and
procedure, the following are the major
changes from current practice…

66. Scope of the policy…
The University Digital Policy is deemed to
include all web pages whose addresses (URLs)
contain a domain (e.g. qub.ac.uk) associated with
the University or one of its organisational units,
or are hosted on a server at the University.

67. Rationale…
It is important that the scope of the Policy is as
broad as possible. There will be the requirement
for exceptions – these will be managed through a
formal exceptions procedure.
It is the broadness of the Policy that will help
ensure it provides as much contingency potential
as possible to cover unforeseen eventualities.

68. Content life cycle…
The University reserves the right to remove,
archive and/or deny access to content that
does not meet the criteria outlined in this
policy document.

69. Rationale…
It is important that business units do not
proliferate content to a point beyond which
they do not have sufficient resources to
maintain it

70. Core Page 10 2:30 1 30:00 300:00 42.9
Level 2 Page 20 1:30 4 4:30 90:00 12.9
Level 3 Page 20 1:30 6 3:00 60:00 8.6
Level 4 Page - 1:00 12 1:00 0:00 -
50 38:30 450:00 64.3
How much resource does it take to maintain
/ curate digital content?
Even a small site of around 50 pages can take a
surprising amount of resource to curate content
which engages today’s digital audiences!
Understanding resource implications…

71. Non-core sites…
All non-core/satellite systems must be
registered with, and approved by, Information
Services.

72. Rationale…
It is important that the requirement to register
these sites is included as they may not
otherwise be included within any monitoring
processes introduced.

73. New websites site initiation…
Proposals to create new websites must be
approved in advance of site publishing. This
also applies to major redesigns of existing
websites.

74. Rationale…
It is important that there is control of what is
being implemented going forward.
Any new website or significant redesign must
be subject to a formal Request for Change
(RFC) process.

75. New websites site initiation…
In particular, in cases where the development is
being provided by external third parties, the
RFC process will ensure that suppliers are made
aware of, and follow, the digital policy and its
supporting standards and guidelines.

76. 1. Digital governance establishes clear accountability for digital strategy policy
and standards
2. Good digital governance will make us more effective in achieving our
business objectives - poor digital governance exposes the University to risk
and liability.
3. Digital Governance Policy & Code of Practice has been approved by the
University Digital Board and University Operating Board
4. Digital Governance Policy & Code of Practice applies to all core digital
channels that support the University’s Global Vision and Strategic Priorities
5. We need to know who our Change Sponsors & Change Initiators should
be…
6. We need to communicate the digital governance framework across the
University
Takeaway points…

77. Thank you &
questions...

78. Presented at:
Thank you & questions
Tuesday, 31 May 2016