1. User engagement: walking the
tightrope
James Andrews
Knowledge and Information Manager
Stroke Association
November 2013

2. Setting the scene
Project vision
Core deliverables
User engagement
Product development
Active use

3. The balancing act…
Organisational
priorities
Local
priorities
Legal
Process
improvement
Collaboration
Mobility
Cost
Reporting

4. Principles for successful
user engagement

5. Relationships and trust
Stakeholder
mapping
• Stakeholder map
• Power/influence matrix
Requirement
gathering
• Interviews: info used/generated? Processes? Legal compliance? Current issues? What works? What doesn’t?
• Analysis of existing structures and processes
Prototype
Revisit, revise,
finalise
Content
migration
• Map findings against core deliverables
• Translate requirements into practical design
• Sense-check design with key stakeholders
• Tweak as appropriate
• Stakeholders identify current working documentation
• Content migrated to new system
• Face to face training; Online via WebEx; Quick cards
User training
Go live
• Stakeholders start working in new system; old system made read only
• Project team and local advocates support users during initial adoption

6. Introduce the project and ask the right
questions
Introduce core aims of the project
Content and process questions
Legal and security questions
What works well and what doesn’t?
Frustrations and issues with current ways of
working?

7. Beware the “IT Project” fallacy
IT Project

8. One size DOESN’T fit all
• Wide variety of requirements from different
teams
• Variations within departments
• Regional variations
• Differing team and individual preferences

10. Flexible, negotiable boundaries within
agreed project goals
Local needs
Space to use
available tools to
solve problems
Project
boundaries:
broad enough

11. User engagement: who
should do it?

12. Library and information professionals
Inquisitive
Reference
interview
People
skills
Tech savvy

13. In conclusion
• Balance between organisational and group/individual
needs…
• … essential to ensure user adoption and embed change
• Strong relationships are vital
• Ask the right questions… [What’s in it for me?!]
• Beware the “IT project” fallacy
• One size doesn’t fit all
• Flexible boundaries = better solutions
• LIS professionals have ideal skills for user engagement

14. Questions