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.
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
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
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
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/
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