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giving stakeholders what they want
[when they don't know what they want]
Anne HainesWeb Content SpecialistIndiana University Bloomington Libraries@annehaines
Photo by Kingston Information & Library Service - Creative Commons Attribution-NonCommercial License https://www.flickr.com/photos/47879667@N08 Created with Haiku Deck
my context• content strategy• UX generally• project management• who are "stakeholders"?
stakeholder interview• clarify project goals• gather requirements• gain rapport with the team• identify potential threats to
the work
[adapted from Meyer & Wachter-Boettcher]
truth: we're not psychiccc: ancient history - https://www.flickr.com/photos/7745843@N03
oranges and peaches?cc: julochka - https://www.flickr.com/photos/24209378@N03
interviewcc: Duke University Archives - https://www.flickr.com/photos/19219926@N04
structurecc: james j8246 - https://www.flickr.com/photos/127437870@N08
Four levels of information need
cc: valkyrieh116 - https://www.flickr.com/photos/54357435@N00
flickr.com/wocintechchat CC BY 2.0
The problem is, um, so many THINGS! On the website!
cc: JD Hancock - https://www.flickr.com/photos/83346641@N00
somebody get us a content strategy!cc: juhansonin - https://www.flickr.com/photos/38869431@N00
RFP for FAQ ASAP!cc: andertoons - https://www.flickr.com/photos/75545090@N00
Bruce Ryan, 4 Syllables www.4syllables.com.au/resources/cartoons/
I'm in ur library
guess I should ask for a book thencc: paul goyette - https://www.flickr.com/photos/65414509@N00
Robert S. Taylor, Question Negotiation
1. the visceral need2. the conscious need3. the formalized need4. the compromised need
WHAT
I didn't know we could do that! cc: Greencolander - https://www.flickr.com/photos/37539977@N00
interview as negotiation
cc: Sachmanns.dk - https://www.flickr.com/photos/35974633@N00
Photo by Manchester Library - Creative Commons Attribution-ShareAlike License https://www.flickr.com/photos/14802104@N07 Created with Haiku Deck
Photo by Jordi@photos - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/65107251@N00 Created with Haiku Deck
the gaps
cc: hey mr glen - https://www.flickr.com/photos/17106526@N00
the uses
cc: familymwr - https://www.flickr.com/photos/36196762@N04
"Inquirers frequently cannot defineWHAT they want,but they can discussWHY
they need it."
faster horses?
cc: Toronto Public Library Special Collections - https://www.flickr.com/photos/43021516@N06
[Ford never actually said that]cc: born1945 - https://www.flickr.com/photos/12567713@N00
Photo by Scott McLeod - Creative Commons Attribution License https://www.flickr.com/photos/93393982@N00 Created with Haiku Deck
closed questions
cc: theunquietlibrarian - https://www.flickr.com/photos/10557450@N04
flyer.viralnova.com/funny-flyer/
open questions
cc: theunquietlibrarian - https://www.flickr.com/photos/10557450@N04
cc: Si Jobling - https://www.flickr.com/photos/59372110@N00
sense-making questions(also called neutral questions)
cc: theunquietlibrarian - https://www.flickr.com/photos/10557450@N04
sense-making questions
• how much info do you need (scope of project)?
• what's your deadline?• what are your top priorities?
sense-making questions• what have you done so far, or
where have you looked for answers?
• what do you plan to do with the information?
• what would a perfect solution look like?
• what data do you wish users were providing?
• where do you tend to get messy or unreliable data?
• how do you use this piece of info to drive other processes?
unboxing questions
cc: hehaden - https://www.flickr.com/photos/30972961@N04
active listeningcc: niclindh - https://www.flickr.com/photos/40257616@N00
encouragers
cc: Rob Swystun - https://www.flickr.com/photos/88781579@N05
resist premature diagnosiscc: jeffeaton - https://www.flickr.com/photos/70315202@N00
we don't always knowcc: simpleinsomnia - https://www.flickr.com/photos/95329455@N02
(they probably do)
treat everyone as though they have a broken heart
cc: Will Cyr - https://www.flickr.com/photos/31812896@N06
some other tricks
cc: kennymatic - https://www.flickr.com/photos/99472898@N00
Photo by llauren - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/96715224@N00 Created with Haiku Deck
Photo by wonderferret - Creative Commons Attribution License https://www.flickr.com/photos/65555826@N00 Created with Haiku Deck
content strategy as problem solving
cc: dullhunk - https://www.flickr.com/photos/14829735@N00
context is everything
cc: c@rljones - https://www.flickr.com/photos/17149966@N00
UX is people
cc: Great Beyond - https://www.flickr.com/photos/26104563@N00
"the best way to placate a difficult man is to ask him to teach you something"
[Ta-Nehisi Coates]
questions?cc: hazzeltoz - https://www.flickr.com/photos/28865063@N07
Thanks!
Anne Haines@ahaines
(I’m really really bad at LinkedIn)
Further reading :https
://iu.box.com/v/stakeholders