km chicago ymca of the usa's extranet - march 2014
DESCRIPTION
Lisa Tallman, YMCA of the USA's Senior Director, Knowledge Management discussed the evolution of the Y's extranet that supports Y staff and volunteers across the U.S. In particular, she focused on the process used with subject matter specialists to create sites from defining goals through maintenance and measurement.TRANSCRIPT
Agenda Introductions The Evolution
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Who AM I?
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My Career
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About The YMCA
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More than 2,600 YMCAs branches collected into~900 associations
20,000 full-time staff 200,000 part-time staff 500,000 volunteers Serving 9 million youth and 12 million
adults in 10,000 communities
YMCA of the USA
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National RESOURCE CENTER, not a headquarters
~350 staff Chicago Small Washington, DC office Many telecommuters and field professionals
Y-USA supports (just about) anything a Y does
The Evolution
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KM at Y-USA
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Hired in March 2011 Officially a department of 1, but with one
person assigned to me Decentralized structure Subject matter experts and publishers
dispersed throughout departments Influence but no authority
Steering Committee with cross-departmental representation
2010-2013 Strategic Plan
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Develop and implement a robust knowledge sharing and collaboration site to enhance collaboration within the Y Movement.
Exchange should be the Movement’s online resource for knowledge sharing and collaboration to strengthen communities. • By the end of 2013, 75% of surveyed
individuals who use the collaboration pages on Exchange will report high levels of satisfaction with their experience
Year 1 – 2011 Focus
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Content migration Technology build Learn the Y and build relationships
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Content Migration
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20 working sessions with ~100 SMEs Working session agenda: Project overview Wireframe review Bucketing exercise Site landing page drawing exercise Content analysis and migration process
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Lessons Learned
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First impressions mean a lot Relationships are key Know the important players Y-USA culture Welcomed knowledge management Decided shift from print to online Tendency to over-complicate
Technology – level of customization is relative to your starting point
The New Exchange
Learn. Share. Connect.
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Learn •The best practices, latest thought leadership and research to maximize the Y’s effectiveness in strengthening community
Share •Our experiences and stories help us all realize we are part of one, larger Movement
Connect •Unlock the incredible talent and knowledge in the Y – enabling us to create and innovative, effective and timely responses that advance our cause
Site Review
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2012 Focus
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February Launch Finish content migration Internal training Transition to Exchange maintenance Communication to the Movement
2012 Lessons Learned
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Needed more communication and training for the Movement, what we did was not enough: Direct emails Promoted in other communication vehicles,
such as newsletters Emailed monthly digest of select content Y conference presentations Tutorial
3 month survey results Looks great, but I still can’t find anything
2013 Focus – Strategic Plan
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Articulate a long-term vision Awareness and adoption Improve the interaction with online
communities Compelling and actionable content Integration with other systems for a “one-
stop shop” user experience
Long-Term Vision
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What We Launched With
What We Create Today
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Where we Are Today
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A Dream Deferred – Mobile
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PLAN YOUR EXCHANGE SITE An 8-Step Thinking Exercise
1 • What are Y staff looking
for when they come to your site?
• What are Y-USA’s goals for the site?
• What actions do you want visitors to your site to take?
Put Goals First 2 • What content will
visitors consider most important?
• What content is necessary to meet the site’s goals?
• This content may or may not exist already.
• Try to limit to maximum of 3 pieces.
Identify Vital Content 3 • How can you grab
visitor’s attention? • How can you encourage
visitors to take desired actions?
• How can you use visuals to make important content more interesting?
Examples: calls to action, submit story/tool/template, diagrams, webinars
Plan Engagement 4 • List all content that
needs to be present, whether or not it exists now
• Are edits/branding needed?
• Can content be simplified? Is it appropriate for online use?
• Is there related content elsewhere on Exchange? How does it fit in?
Take Inventory
5 • What pages do you
need? • What should be on each
page? • Sketch pages starting
with simple boxes, then refine
• Consider where content would be static vs. dynamic
• After capturing ideas, refine them into a mockup reflecting visuals and real content.
Choose Layout 6 Take time to review quality and usability before you publish and at regular intervals thereafter.
• Is featured content timely or out of date?
• Is text effective for online reading (e.g., simple vocabulary, short sentences and paragraphs, use of visual indicators like headings, bullets, and bolding.
• Do images look sharp? Do they complement the content?
• Do all links work? • Does anything take a long
time to open?
Review Usability 7 • How can you help Y staff
find vital content? • Where does crosslinking
make sense? • How can you
communicate about the site?
• How can you leverage alerts?
Raise Visibility 8 • Get a baseline and set
measurement targets, then measure regularly.
• Experiment to see what works.
• Plan your content to keep it timely. Think ahead to what content you want to feature in a certain month or season.
• How can you repurpose existing content or highlight user-generated content?
Manage and Maintain
2013 Lessons Learned
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Overly ambitious communication plan resulted in poor execution
Experimenting with design team was great, but
Must maintain goal of consistency Less tech-savvy staff must be able to maintain
Simpler process works Usability testing is invaluable
2014 Focus
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Communication, communication, communication
Major revamps with sponsorship by senior leadership
Internal training and consistent reusable design elements
Integrate online, editorial, and marketing communication processes
Mobile is back
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2014 Communication Plan
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A Dream Resurrected
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