giving stakeholders what they want (when they don't know what they want)

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

ahaines@indiana.edu

(I’m really really bad at LinkedIn)

Further reading :https

://iu.box.com/v/stakeholders