Faced with complex multi-site, multi-language, multi-channel digital presences, many organizations struggle to provide exceptional digital customer experiences, especially those on a large, distributed digital team. With the growing number of compliance requirements and international regulations, can you successfully deliver a digital strategy with repeatability and integrity? This workshop will define policies and standards that can be leveraged throughout the enterprise for digital success – whether that is a website redesign, technology re-platform or implementation of mobile applications and social software.

1. Delivering Digital
Excellence with Global
Compliance and Integrity

2. Kristina
me@kpodnar.com | @kpodnar
Who am I?

3. Who are you?
HELLO
my name is
You

4. Today 1. Digital opportunities & risks
2. Policies, standards, procedures,
guidelines
4. Accountabilities & governing
models
3. Exercise: You are the boss
5. Back at the office

5. Digital opportunities

6. Obvious risks

7. Not-so-obvious risks

8. Children’s Online Privacy Protection
Risks: monetary fines, brand loss

9. Accessibility
Risks: monetary fines, lawsuits, brand loss

10. Spam
Risks: monetary fines, legal lawsuits, possible brand loss

11. Data collection & privacy
Risks: regulatory sanctions

12. Localization
Risks: market loss due to regulatory shut downs, brand loss

13. Identity
Risks: customer trust and loyalty

14. Developing guidance
Policies
Procedures
Standards
Guidelines

15. How they fit together
Risks
Laws &
regulations
Business
objectives
POLICIES STANDARDS PROCEDURE
S
VALIDATION &
REMEDIATION
GUIDELINES

16. A high level statement of beliefs, goals,
and objectives in order to comply with
laws, manage risk, or drive competitive
advantage.
What is…
POLICY

17. How to tell a policy
It…
 Sets direction (high level)
 Approved/signed by an official
management authority
 Few in number (15 – 30)

18. Policy range
 Accessibility (W3C)
 Cookies and Tracking Devices
 Children's Online Privacy
 Data Breach Notification
 Data Hosting/Localization (E.U. –U.S. Data
Shield)
 Digital Records Management / E-Discovery
 Donation, Advertising and Fundraising
 E-Detailing
 Email/SPAM
 Health Insurance Portability and
Accountability Act (HIPAA)
 Privacy & Personally Identifiable
Information (including The California Online
Privacy Protection Act – CalOPPA)
 Shareholder Notification
 Appropriate Linking and Links
 Appropriate/Prohibited Content
 Branding
 Content Quality
 Disaster Recovery
 Domain Names and Email Addresses
 Endorsements/Testimonials/Behavioral
Advertising
 Information Quality/Integrity
 Intellectual Property Protection
 Non-Discrimination Statement
 Payments and Currencies
 Security
 Social Media (personal and official)
 Systems Development (web/mobile)
 Technology Identification and Selection
 Use and Display of Organizations Logo

19. What is…
STANDARD
Formal specification that tells content
creators and digital workers what is to be
done in regards to an aspect of digital.

20. How to tell a standard
It is…
 The rule for a specific way to
execute an aspect of digital
 Measurable (quality/quantity)
 Created by a domain specialist
 One of many (50-200)

21. Standards range
Source: Lisa Welchman, Managing Chaos: Digital Governance by Design, Rosenfeld Media, 2015.
Design Editorial
Network &
Infrastructure
Publishing &
Development

22. Established and documented steps to on
implementing policies and standards in the
operating environment.
Not the same as…
PROCEDURE

23. How to tell a procedure
It is…
 “Workhorse” of an organization
 Purposely tight and restrictive
 A cookbook for how you who should execute
the action, what step to take, when to take it,
how to do it, and how not to get it wrong
 Numerous, mirroring standards (50-200)

24. Not the same as…
GUIDELINE
Systematically developed statement to
assist digital professionals to decide about
appropriate actions for specific
circumstances.

25. How to tell a guideline
It is…
 Subjective by nature
 Based on the best available evidence
 Essentially are “recommendations”
 Can vary in number (from few to many)

26. How they fit together
Risks
Laws &
regulations
Business
objectives
POLICIES STANDARDS PROCEDURE
S
VALIDATION &
REMEDIATION
GUIDELINES

27. Exercise
Instructions:
Discuss your individual priorities / goals
Determine group priorities (legal & regulatory,
versus digital quality) and allocate funding

28. Exercise regroup
Share your prioritized list

29. Who should be accountable in your org?
– What you should
consider
– What others are doing

30. Steward
an official appointed to supervise identification and
development, manage and look after the policy and/or
standards set.
stew·ard
/’st(y)o͞oərd/

31. Author
a subject matter expert officially charged with intake and
processing of information, to formulate the organization’s
stance on a policy or standard.
au·thor
/’ôTHər/

32. Global pharma
Digital
Governance
Council
(Executives)
CONTENT
STANDARDS
STEWARD
(Global Marketing)
CONTENT POLICY
STEWARD
(Legal)
Consumer Healthcare (Legal Rep)
Pharmaceuticals (Legal Rep)
Vaccines (Legal Rep)
APAC (Locale marketing)
AMER (Locale marketing)
LATAM (Locale marketing)
EMEA (Locale marketing)

33. Multinational tech
Business
Unit 1
DIGITAL
GOVERNANCE
(HQ MARCOM)
Legal
(policies only) IT
Business
Unit 2
Business
Unit 1
Geography B
Geography A
Geography A
Geography A
Geography B
Geography B

34. Professional association (policies)
COMPLIANCE
Chapters &
Membership
Publications
Events &
Conferences
Education
Human
Resources
IT
Finance
Marketing
Legal
Business
Systems
Digital
Team

35. Professional association (standards)
Purposefully excluded
KEY
MESSAGE
DIGITAL
TEAM
(standards)
Education
Chapters &
Membership
PublicationsEvents &
Conferences
Finance Legal
Marketing
Business
Systems
IT
Human
Resources

36. Any approach
Must be…
 Appropriately sponsored
 The organization’s prioritized response
to risk and opportunity
 Culturally tailored
 Socialized, validated, and remediated

37. Back at the office

38.  Identify
digital risks & quality goals
 Seek guidance
on legal and regulatory risks
 Collaborate
around digital integrity
When you go back…

39. Kristina
me@kpodnar.com| @kpodnar
Keep in touch

40. Thanks!