Leadership is one of the essentials in scoring whether web governance is working at your organization. But how do you measure what is normally seen as such a soft skill?
For web managers and public affairs officers in charge of websites, my belief is you must look to your stewardship and communication systems as significant factors in your capacity to lead an organization. Both of these have structure and systems – proven winners – that forecast strong successful leadership. If you have these systems in place, you are ready to thrive. In their absence, you are swimming upstream.
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If your program leads change in a large organization, one of your primary challenges will be to find out where you are today and where you are going in the future. It should come as no surprise that most of the time everyone you talk to has a different take on both ends of the question. How you reconcile the different points of view will in large measure determine whether you succeed or fail. Your mission is to review your team’s current performance. So where do you begin?
My favorite trick is to pull a page from a Canadian playbook. Several years back, their government put a focus on citizen service across all their agencies. In order to jump-start the effort, everyone got a roadmap tool that walks them through the necessary steps to transform their organizations.
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When web managers are looking to get the “voice of the customer” as a metric for their sites, the issue of how to field a satisfaction survey often comes up. Satisfaction surveys — in combination with usability testing and web analytics as well as adherence in meeting your organization’s business goals – can offer some of the most valuable data out there if properly implemented.
But people often make mistakes in deploying a satisfaction surveys for the first time – and the mistakes often repeat themselves for those who manage existing satisfaction survey programs.
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