Information Management Framework Training Feedback and Analysis

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Information Management Framework Training
Feedback and Analysis
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Communication Strategy

• Effective Communication is two-way process
• Distribution of data to users
• Understanding who your users are
• Finding new users and services
• Gaining feedback
• Datas fitness for use or quality for purpose
  
• Service level provision

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Approach

• Know
• who your customers (Key stakeholders)
• How you get information and products to them
  (Channels of Distribution)
• How they get information back to you
• What you do with that information when received

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Feedback Loop
Distribution and Promotion
Dataset
User
Feedback
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Feedback

• Active maintenance requires the combination of
  ongoing feedback on the quality and relevance of
  information to its purpose.
• Maintain reputation

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Examples

• User Group
• Generic Email address
• Single point of contact (ANZLIC Metadata contact
  as well)
• Feedback/survey form
• After-sales service
• Stealth feedback via analysis of user actions
  (number of transactions, hits, types of hits)

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Capturing Feedback

• General guidelines include
• Be consistent when asking for feedbackremember
  users want to give feedback on things that are
  important to them at the time.
• Keep it simpleask for the least amount of
  information that gives meaning to the feedback,
  so as not to overburden users.
• Provide for the unexpectedleave open space for
  users to type comments or changes.
• Ask for structured inputcheck boxes, drop-downs
  and other constrained input makes sure you get
  feedback that you need, increased the consistency
  of feedback (allowing measurement), and is faster
  for the user to complete (so it feels less of an
  intrusion).
• Keep the request for feedback out of the way of
  the information, so as not to diminish the
  useability of the information itself

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Why get feedback

• adapt your dataset/product/s to satisfy the
  needs, desires, attitudes and other influences
  that motivate your users and potential users
• measure output or outcomes
• determine the viability of the data/product/s
• look for new ways of reaching customers
• highlight a need for development of
  data/product/s "subsets"

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Common evaluation methods

• Distribution statistics
• number of website hits, number of maps printed,
  number of transactions and accesses on the
  database with year-on-year comparison
• Audience analysis
• Number of inquiries and complaints
  (correspondence log)
• Focus group discussion and user groups

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• Attitude and image studies to determine the
  attitudes of different stakeholders, internal and
  external, to using the data/product/s
• Communication audits to determine what have been
  the most effective channels of communication in
  terms of reach and quality
• Formal market research

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Feedback and monitoring
Financial

• of customers
• Cost per customer
• Cost-efficiency of process
• Delivery of value per employee

Process
Customer

• Availability of systems and services
• developments of schedule and budget
• Throughput and response times
• Amount of errors and rework

• Level of service delivery
• Satisfaction of existing customers
• of new customers reached
• of new service delivery channels

INFORMATION
Learning

• Staff productivity and moral
• of staff trained in new technology/ services
• Value delivery per employee
• Increased availability of knowledge systems