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Communications Audit

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Presentation to library schools in Tallinn and Stuttgart

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Demystifying the communications audit Barbie E. Keiser US Consulate – Stuttgart November 17, 2008
Because the world changes so quickly, sooner or later we all need to rebuild or refine … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What worked well last year may no longer be ideal ,[object Object],[object Object],[object Object]
"Audit" is not a scary word ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Audit is supplemented by ongoing monitoring: ,[object Object],[object Object],[object Object],[object Object]
The methods we choose to employ in conducting the Audit depend on: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Key consideration ,[object Object],[object Object]
Tell-it-to-me … or Easter Eggs? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
All efforts are designed to help us: ,[object Object],[object Object],[object Object]
Focus for today ,[object Object],[object Object],[object Object]
Case example 1 ,[object Object],[object Object]
We know some challenges, based on symptoms ,[object Object],[object Object],[object Object],[object Object],[object Object]
But we need to dig deeper ,[object Object]
What are the elements to be examined? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Audit design preamble ,[object Object],[object Object],[object Object],[object Object]
Typical process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
A note on communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tell me … or may I watch? ,[object Object],[object Object],[object Object]
"Easter Eggs" ,[object Object],[object Object],[object Object],[object Object]
At-the-elbow "Process Deconstruction" ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Benefits of observation ,[object Object],[object Object],[object Object]
Case example 2 ,[object Object],[object Object],[object Object]
Project design ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Survey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Focus groups ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
"Usability-lite" test of the Website ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Audit and benchmarking: Objective website review ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The result: User- and usage-centered design
Before…
After…
Tips for interviews and focus groups ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tips for surveys ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tips for the direct-observation portion of a web usability test ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What do we have in hand when it's all done? ,[object Object],[object Object],[object Object]
Audit Report sets out ( in one place )… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Some of what we uncovered may be similar to your own experiences ,[object Object],[object Object],[object Object],[object Object]
Some of what we uncovered may be similar to your own experiences (con’t) ,[object Object],[object Object],[object Object],[object Object]
Access to technology ,[object Object],[object Object],[object Object]
Moving from findings and conclusions to recommended action ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What have we learned today? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions?
Thank You … feel free to be in touch! ,[object Object],[object Object]

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Communications Audit

Notes de l'éditeur

  1. Are we hearing them? Responding to their concerns in a timely fashion? First presented at Internet Librarian International in 2006