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Digital
Work
Digital Toolkit
for Arts and Culture
Contents Section 01
Introduction 04
Overview 06
How to use this toolkit 08
Digital Product Lifecycle 12
Section 02
The Concept 14
2:1 Why make something
digital? 18
2:2 What is it and why
are we doing it? 32
Section 03
The Audience 58
3:1 Audience research 62
3:2 Defining your user 76
3:3 Articulating the vision 82
Section 04
The Resources 86
4:1 Preparing a brief 90
4:2 Collaborating across
boundaries 96
4:3 Bringing stakeholders
on board 98
2
Section 05
The Product 104
5:1 Preparing a product roadmap 108
5:2 Prototyping and testing 118
5:3 Content development, strategy
and lifecycle 120
Section 06
The Launch 124
6:1 Engagement channels 128
6:2 Digital marketing dashboard 130
Section 07
The Evaluation 134
7:1 Data collection and analysis 138
7:2 Telling stories with data 140
7:3 Continuous improvement 142
Section 08
The Appendix 146
Further reading and useful links 148
Section 01. Introduction.
01
Section 01
Introduction
4
Overview
How to Use
This Toolkit
Section 01. Introduction.
Overview
6
Welcome to the Digital Toolkit
for Arts & Culture
Digital practice is now common The toolkit will take you through the
practice in many organisations. It why, who, what and how of digital
is however still new, still “R&D” for product development. We have not
arts and culture organisations who, delved deeply into the exciting realm
through the Digital R&D Fund for the of content as we assume this is what
Arts, have been collaborating with YOU and the people you are working
technology and design specialists with really know about…
to explore new digital opportunities,
share learning and engage with The content of this document is
audiences in new ways. built on the shoulders of giants and
there are several resources which
Taking its inspiration from the we have adapted slightly (e.g.
project case studies, this toolkit is a Alex Osterwalder’s Business Model
suite of resources, tips and articles Generation provides the spine for
aimed at a collective of practitioners our Business Model Canvas). The
wishing to improve existing digital framework for this has been created
products and services or to develop by a collective or practitioners drawn
new ones. from the arts and media sectors
and from the R&D Fund funded
projects. It’s not exhaustive and we
have endeavoured to keep it simple
so that some of the principle pieces
are relevant to the widest possible
number of organisations.
Section 01. Introduction.
How to
use this
toolkit
8
We invite you to follow
your own path through
this document and have
provided signposts to
help you along the way.
How to
use this
toolkit
10
Why? Concept: Identify new
opportunities or just
solve a problem?
Business Planning
Learn Evaluate
Share
Section 01. Introduction.
12
Section 02. The Concept.
02
Section 02
The Concept
14
02.1
Why Make
Something Digital?
02.2
What Is It and
Why Are We
Doing It?
Section 02. The Concept.
02
The Concept
16
Introduction
The arts sector is fizzing with ideas The pace of digital change is so
and creative ambition. Large and fast that new opportunities seem
small organisations are using digital to open every week and it is easy
technologies to deliver dazzling to be beguiled by promising new
online experiences linked to live software and gadgets which are in
events, useful services for learners, the headlines but which may not be
interactive displays in physical right for your business.
spaces and so much more.
When developing your concept
All of these activities can loosely into a product it is good to bear
be described as digital “products” in mind that the best digital
and the ideas for these products products (search engines, shopping
can come from all sorts of sources environments, location services,
- from internal brainstorms and social networks) harness new
commissioning groups, from artists, technology to solve old problems
from external sources, partners and in new ways in order to delight and
from audiences. engage users.
Section 02. The Concept.
02.1
Why Make
Something
Digital?
18
The Concept:
Create something new, fix
or improve what you have?
Your product is a digital expression Either way you will need a clear
of your organisation’s mission and concise written statement of:
and its values so it follows that,
whether your product is highly
creative, innovative and ambitious
or small and commercially What you are trying to
focused, the rationale for doing achieve, change or improve
it must be that it helps your
organisation reach its mission and Who will benefit from
creates value for your audience.
it inside and beyond
Some organisations have a
your organisation
clearly defined set of digital aims,
others may have a more abstract When this might happen
expression of their mission or
public purpose.
02.1
Why Make
Something
Digital?
20
Motivation:
Solve a problem
Fulfil a need
Fill a gap in the market
Open up a new revenue stream
Increase existing revenue streams
Reduce the cost of delivering an existing service
Support a one-off event
Increase membership
Sell something
Create loyalty and return visits in existing audiences
Reach new audiences
Experiment with new forms
Section 02. The Concept.
02.1
Why Make
Something
Digital?
22
Is the Concept
Right? Improve What You Have:
Evidence Planning
Evidence Modelling Canvas
Worksheet
Key Takeaways
Why?
Ticket sales are lower
than expected
Why?
People look but
don’t book
Why?
Price options are
complicated
Why?
Page doesn’t work on
mobile so hard to read
Why?
Site not responsive
Section 02. The Concept.
02.1
Why Make
Something
Digital?
24
Improve What Exists:
Evidence Planning Tool
The Evidence Planning tool is a quick By making you think more broadly
way to take a snapshot of where you about your work’s effect on target
are with an existing site, application audiences this helps you shape what
or product. It gives you an easy the purpose of further development
way to define and share what the is and what changes it might bring.
original concept or purpose was The Evidence Planning tool provides
(at the centre of the grid) and then a structured way to project your
you can place your assumptions and activities onto the future. You can
evidence in the appropriate boxes. also use this tool to help highlight,
at an early stage, any potential
problems with an evolving product.
Section 02. The Concept.
02.1
Why Make
Something
Digital?
26
Understand And Shape
New Ideas:
Six Hats Technique
Popularised by Edward De Bono in
his book Six Thinking Hats (1985) Two ways of using the
this is a technique which creates a
Thinking Hats:
structured way to explore a concept
from different perspectives and it
can be applied in all sorts of ways. 1.
You will need up to five colleagues to
Everyone ‘wears’ the same hat at
take part with you and each of them
the same time. Choose one hat and
will have to take on a clear function
ask everyone to contribute to the
and role which they should maintain
discussion from that hat’s point of
through an otherwise free flowing
view, then work through each of the
debate around your concept.
other six hats. You don’t need six
people to run this technique.
Both of the approaches described
opposite help teams to engage in
critical discussions. The use of these 2.
hats may seem artificial at first, but Everyone ‘wears’ a different hat
once you go through the exercise a and the topic is discussed from
few times it becomes more useful multiple points of view. ALL hats
and understood by your team. You need to contribute sufficiently to the
don’t need hats - you can use badges discussion. Hats can be switched
or cards. around during the discussion which
will encourage people to look at the
issue differently. You do need six
people - and possibly a facilitator
- to try this technique.
Section 02. The Concept.
02.1
Why Make
Something
Digital?
Why?
Ticket sales are lower
than expected
Why?
People look but
don’t book
Why?
Price
options
are
complicated
28
Fix Something That
Appears Broken:
5 Whys Technique
5 Whys is a simple technique which don’t necessarily have to ask this
you can use to explore the cause and five times) you can define the causes
effect of a particular or recurring of the problem, get to its root and
problem. You can also use it to propose a solution or plan of action.
interrogate an idea or assumption This technique works well if you ask
that needs boiling down before you someone who is not across the detail
make a decision. Each question forms to ask “why” as it forces you to clarify
the basis for the next question and each point carefully.
by repeatedly asking why (and you
Why?
Page doesn’t work on
mobile so hard to read
Why?
Site not responsive
Section 02. The Concept.
What is a
Digital
Product?
30
It can be This website enables me
functional to access a performance
02.2
What Is It
and Why
Are We
Doing It?
32
Section 02. The Concept.
02.2
What Is It
and Why
Are We
Doing It?
34
How to Develop and
Share a Clear Plan
When planning any sort of digital The business planning process will
activity, whether it is an ambitious help you define and understand
live experience, a small functional what your product (or project) is
change to a website or a long term and what the benefits will be to the
commercial product, you should be business. Here we suggest three
clear from the outset what it is that different options each of which gives
you are developing and why it helps a one page overview where you can
your organisation achieve its mission. lay out what you want to achieve,
what you will need to do it and how
you can go about it.
02.2
What Is It
and Why
Are We
Doing It?
36
Developing Your
Digital Concept, Ambitious or complex idea?
Business Model Canvas
Product or Project Title: Strategic Mission:
Start-up or project?
Lean Canvas
What is the Problem? What is the Proposed Solution? What is the Value Proposition?
Worksheet
What are the Costs? What is the Benefit for your organisation?
02.2
What Is It
and Why
Are We
Doing It?
38
Developing Your Digital Concept,
Product or Project
Cost structure
What will be the internal costs to your business in terms of money and people?
How much funding is coming from elsewhere and does it have conditions?
What other resources will be required and for how long?
Will materials and content be paid for by marketing departments or borne by this project?
How much money do you REALLY need?
40
4. How will people engage? 5. Who is it for?
9. Business Value
02.2
What Is It
and Why
Are We
Doing It?
42
Developing Your Digital Concept,
Product or Project
Lean Canvas
44
What is the Value Proposition?
What will be the benefits to your users?
02.2
What Is It
and Why
Are We
Doing It?
46
Developing Your Digital Concept,
Product or Project
Business Plan
Executive Summary
What is the value proposition?
How does it help your organisation realise its mission?
Will it have impact beyond your organisation eg. on
the local economy?
What will be lost if you don’t do it?
48
Business Overview Sales and Marketing
Where is the value in Communications plan
doing this? Customer acquisition plan
Anticipated cost savings (eg. SEO, SEM, social or
or affiliate marketing,
return on investment advertising etc)
or
increase audience reach
(depending on your
business model)
Planning Finances
Product Roadmap Detailed breakdown of
Critical path to delivery what it will cost to produce
and sustain
Detailed projections of return
on investment
Section 02. The Concept.
Tips on
writing a
Business
Plan
50
Writing a business plan is an iterative
process. The best way to start is to
write a quick draft, share it and then
keep rewriting it as your thoughts
become concrete and feedback from
your colleagues can be incorporated.
Leave writing the Executive Summary This is where you describe the main
until the end, by which time you idea, the need for it and your
will have tested out some of audience or market.
your assumptions and refined
your proposition. This should be a collaborative
process - Involve key colleagues as
you write to test your assumptions
particularly when it comes to costs
or market size.
02.2
What Is It
and Why
Are We
Doing It?
52
Setting Objectives
and Evaluation
You may have very clear and specific Standard business practice is to set a
objectives which have been set by the high level set of objectives, a sub-set
wider business, or you may be diving of goals that support those objectives
into the unknown with a new project. and then Key Performance Indicators
Either way you should build a picture, to measure performance in pursuit
from the start of your project, of how of those goals so a performance
you will evaluate the success or failure dashboard for your area within a
of the project. wider organisaion might look like this:
Section 02. The Concept.
My Organisation’s
Objectives
and Why
Are We Increase revenues
Doing It?
Encourage giving
Increase loyalty
Be more efficient
etc
54
Performance Dashboard
Sell more tickets via box office Increase the number of tickets sold
and online through online box office from x-y
Test audience appetite for Pilot low-cost user journeys for giving
mobile giving for three months
etc etc
Section 02. The Concept.
02.2
What Is It
and Why
Are We
Doing It?
56
Performance
Dashboard Tips
This framework then enables you to test Good KPis are often described
and iterate against objectives and also as being SMART:
to create regular reports on progress for
your team and for stakeholders. Specific
Measurable
On top of this framework you can layer
Achievable
other indicators which will help show
Relevant
whether your product is successful or not
e.g. Quality Acceptance Testing (QAT) Timebound
criteria, User Acceptance Testing (UAT)
criteria, Local Impact Assessment (LIA You should be able to provide regular
where you might be tasked with building data to monitor progress through
links with local organisations) social analytics or feedback.
impact or Accessibility metrics to show
key audiences are able to engage with Don’t overload digital projects with
your product easily. too many objectives.
03
Section 03
The Audience
58
3:1
Audience Research:
Tips and Techniques
3:2
Defining Your User and
Building Personas
3:3
Articulating the Vision:
Value Proposition Canvas
Section 03. The Audience.
03
The
Audience
60
Introduction
03.1
Audience
Research
Tips and
Techniques
62
Understanding Your Audience
03.1
Audience
Research
Tips and
Techniques
64
Web Analytics Tip
03.1
Audience
Research
Tips and
Techniques
66
Surveys Tip
03.1
Audience
Research
Tips and
Techniques
68
Focus Groups Tip
Focus groups are a simple and effective It’s wise to record the session on
way of garnering data straight from video - with your participants
real people. You can do this through an permission - so that you can fully
agency or do it yourself by gathering capture the responses without
together 5-10 willing participants who frenzied note-taking during the focus
represent your target audience for group. Having two people running
an hour, providing them with some the group - one to record and the
visual stimulus, plying them with other to facilitate - ensures that you
refreshments and then capturing their can capture everything.
feedback on your core questions.
03.1
Audience
Research
Tips and
Techniques
70
One-to-One Tip
Interviews
03.1
Audience
Research
Tips and
Techniques
72
Usability Testing
Tip
03.1
Audience
Research
Tips and
Techniques
74
Through these and other sources you Other free online tools include the
can build up a picture of who your Audience Finder - the national
audience is (through demographic audience data and development
information such as age, gender, programme, enabling cultural
income, marital status, job status, organisations to share, compare and
ethnic background, education) and apply insight. It is developed and
why they will engage with you (through managed by The Audience Agency
psychographic information such as for and with the cultural sector,
taste, values, lifestyle choices). You can and is funded by the National Lottery
also develop a picture of where they through Arts Council England.
are and the digital touchpoints they
are using to access your content.
Effectively planning for the potential Audience Finder provides tools for
size of your market is harder and it is collecting and analysing data in
easy to be optimistic. Thankfully there a standardised way which builds a
are many online databases (such as clear picture of audiences locally
the Office of National Statistics and and nationally. The results help
other government sources) and free organisations to find new audience
tools available. So, for example, if your opportunities. Organisations have
intended geographic range covers two access to a range of support,
cities, you can easily look up the total such as user-friendly reports,
population and the audience segments online tools, live workshops,
within it. Official data can be very and working in collaborative,
dense and may be more than you need data-sharing clusters.
so sometimes a simple Google search
can help.
Section 03. The Audience.
03.2
Defining
Your User
& Building
Personas
76
Create a Clear and Concise
Profile of Your End User
03.2
Defining
Your User
& Building
Personas
78
Building Personas
Picture Who am I? Why I want to engage with you? Why I might not engage with you?
product.
Name
Worksheet
Segment
03.2
Defining
Your User
& Building
Personas
80
Empathy Mapper
Say and Do
Worksheet
Are they talkative and social?
What are they saying to others?
Do they care about how others
see them?
Section 03. The Audience.
03.3
Shaping
The Value
Proposition
82
The Vision for Your Product:
Value Proposition Canvas
03.3
Shaping
The Value
Proposition
84
The Product:
Features Wants
Short descriptions of the functional The emotional drivers of
elements of your product. decision making eg. I want to hear
some music.
Benefits
What your product does for the user Needs
eg. provides free access to content The rational drivers that the user
or a simple way to buy a ticket. needs to get done eg. where is the
These are only benefits if the user’s nearest station?
life is enhanced by use of your product
Substitutes
Experience These might be obvious competitors -
More than look and feel, this describes other organisations seeking to
how your product experience will attract users or audiences - or
engage people with your brand at an competitors for time (television,
emotional level. cinema, holidays) or for money.
If there are existing solutions out
there that you can use or improve
upon then you must and if there is
something you can learn from them
then you should.
Section 04. The Resources.
04
Section 04
The Resources
86
4:1
Preparing a Brief
4:2
Collaborating Across
Boundaries
4:3
Bringing Stakeholders
on Board
Section 04. The Resources.
04
The
Resources
88
Introduction
It’s rare for a cultural organisation It’s likely, once you have decided on
to have the capacity to deliver your product and how it fits into
on its digital ambition by itself so your organisational vision, that it
collaboration is the order of the day. will be delivered through a series
The great thing is that collaboration of projects which will need to be
across boundaries and with defined in terms of nature, scope
audiences is baked in to the culture and delivery and these elements will
of arts organisations and this is be delivered by different agencies at
where exciting things can happen. different points in the process.
The digital agency landscape, You may also have external funders
however, is complex and fast on board so you’ll need to be clear
changing and your partners can and consistent with all the project
range from freelance designers and funding partners throughout
to full service agencies who can the product lifecycle - the more
provide everything from strategic consistent you are about your
consultancy to full service design, purpose and your user the easier it
engineering, design, technical is for everyone to be aligned.
maintenance, content marketing
and everything in between.
This section provides some tips on
pulling together a suitable brief and
on how to work across boundaries.
Section 04. The Resources.
4.1
Preparing
a Brief
90
Standard Items for a brief
4.1
Preparing
a Brief
Standard
Items
92
Introduction to the challenge Project aims and targets
A straightforward description of our A list of aims are a way of clearly
organisation, its mission and what breaking down the creative
you are trying to achieve or create, challenge into discrete components.
why and for whom. This should focus Aims are used to evaluate the
on the questions the project seeks to success of the project at different
address rather than solutions. stages. Sometimes but not always
The description should describe it is useful to associate targets with
where you are now and where you aims. For example, an aim might be
hope to be. to encourage creative participation
from your audience, a target would
User insight define how much participation or
A description of your understanding the nature of that participation.
of your existing and potential
users and your understanding of Identified requirements
their needs. (if they exist)
A creative brief should not be a
Creative approach shopping list of requirements,
A description of your appetite for but often there are some specific
creative development approaches requirements around functionality
such as co-creation, agile and content that are essential for
development, prototyping and so on. business reasons.
It can be useful to share examples
of design and user experience that Project risks, constraints
you like and possibly a few examples and assumptions
of things you don’t like and why. It can be useful to convey the risks
You should also identify any design and constraints that you may have
and brand guidelines that your already identified as part of the
organisation has in place. business planning process. Smart
agencies will see these as part of
the creative challenge. It can also
be useful to make clear where your
organisation has made assumptions
and invite these to be challenged.
Section 04. The Resources.
4.1
Preparing
a Brief
Standard
Items
94
Budget range Submission, selection process
It is helpful to disclose as much as and evaluation criteria
possible about your possible budget A good brief will make it very
even if you are inviting a competitive clear what is being expected of
tender. Agencies need to know how the agencies responding. It could
to make a realistic proposal that can identify how many pages the
suit your timeframe and resources. proposal should be, what they will
Preferably, you should give a budget be expected to present if successful,
range which still allows for market what you are specifically looking for
testing and competition but gives in an agency and any evaluation
the agency a focus for their thinking. criteria you have agreed. You should
provide a timeline of events so that
Timelines and proposed schedule agencies can plan ahead.
The schedule is usually a matter
for negotiation but it is very useful
to outline how the project should
align to your own processes and
organisational availability. It is a
good idea to map out the project
phases roughly over time but not to
get too prescriptive on specific dates
except where an output needs to be
in place for a business critical reason.
Section 04. The Resources.
4.2
Collaborating
Across
Boundaries
96
Tips on collaborating with agencies
4.3
Bringing
Stakeholders
on Board
98
Keeping Stakeholders
Informed and Happy
4.3
Bringing
Stakeholders
on Board
100
Stakeholder Mapping Process
Stage 1
Worksheet
Assess their level of commitment
Keep Informed Show Consideration
Stage 2
You will need a big version of the
Determine suitable methods of
matrix and two colours of stickies
communication - email, personal
which can be moved around.
meetings, presentations?
4.3
Bringing
Stakeholders
on Board
102
Stakeholder Planner
05
Section 05
The Product
104
5:1
Preparing a
Product Roadmap
5:2
Prototyping and
User Testing
5:3
Content Development,
Strategy & Lifecycle
Section 05. The Product.
05
The Product
106
Introduction
So now your mission is clear and You might agree with your partners
you have a timeframe for delivery. to take an iterative Agile approach.
You understand the value your You might be really clear about all
product will unlock for users and your requirements up front (or have
for your business - even if it is an no funding for future iteration)
experimental project - and you have and therefore adopt Waterfall
the funding and team in place to methodologies. Your approach
deliver. It’s possible that this can all to user experience (UX) might
be tied up into a single project plan follow the Design Council’s Double
and one spreadsheet of activity Diamond approach or perhaps CUBI
but it is more likely that you will UX. You also need to communicate
now have a set of complementary with each other using Basecamp,
projects and a distributed team Slack, Yammer or a wiki. Other tools
of people to juggle as you move and methodologies are, of course,
through production to launch. available - the important thing is
to choose what is right for you and
Putting robust design and then you must stick to it.
development methodologies in place
will help define and allocate tasks,
smooth communications, ensure
quality and allow sufficient flexibility
to make changes based on user
insight as you move towards delivery.
Section 05. The Product.
05.1
Product
Roadmap
108
Preparing a Product Roadmap
Product Vision
2015
Q3
Goals
Projects
Content/Marketing
Operational Issues/Constraints
110
2016
Q4 Q1 Q2
Section 05. The Product.
05.1
Product
Roadmap
112
Standard Components
Goals
The features of your product and the
user benefits derived from these.
05.1
Product
Roadmap
114
Preparing the Roadmap
Tip
place you will drill down into the
themes, experience, user journeys,
design patterns, features and
functionality of what you want to Be clear about who it is for -
build and you will start to develop just your team? Or a wider group
a long and detailed list which will of stakeholders?
probably sit on a backlog behind your Keep it simple - focus on
main product roadmap. Obviously, what matters
if your digital product is simply a Be realistic - don’t oversell
video that you are going to release on the benefits
youtube then a product roadmap is Say no to feature creep -
not required, but you may find that if somebody wants to introduce
thinking this way helps... a feature with no clear business
or user benefit then you should
The best way to ensure agreement is politely park it
to involve key stakeholders in creating Keep updates regular - monthly
the roadmap. This allows you to might be too much, quarterly
include their ideas and knowledge is good
and make sure the roadmap is
realistic and actionable. A roadmap
workshop could work involve you (as
the product owner), members of
the development team, marketing
colleagues and any key stakeholders
you believe are important.
Section 05. The Product.
05.1
Product
Roadmap
116
Minimum Viable Product
(MVP) Exercise
Features & Content to Delight Clear User Need? The More the Better!
Delighted Users
Duplicative? Luxurious? Vanity? No Clear User Need? What Must be Included to be Viable?
Worksheet
Unsatisfied Users
05.2
Prototyping
& Testing
118
Creative Prototyping and User Testing
05.3
Content
Development,
Strategy
& Lifecycle
120
Thinking About the Content Lifecycle
and the Value of Assets Over Time
experimental mash-up of types Release & Reuse Strategy Metadata Strategy Policy & Regulatory (Risks)
Your creative vision, the unique content The process for creating, acquiring, editing,
that supports it and how this meets your packaging, publishing and updating your
audience desires content. This can include formal Editorial
Guidelines, Calendar, Contributors,
Production Partners and must include the
simplest possible process for approving,
updating and publishing contributions from
a variety of sources. The tone and style of
your content should always be appropriate
for your target audience.
122
Content Management Strategy Channel Strategy
The technologies needed to capture, store, The touchpoints where the content will
deliver, and preserve your content assets be accessed. Websites. Email. Social
and the data that goes with them. This Networks. Kiosks. Audioguides. Apps etc
should also cover publishing infrastructure,
content life cycles and workflow issues such
as desktop software and user permissions.
The “data about data” enabling you and The legal, policy and regulatory
users to find content through search. issues that might affect your content
Well-structured metadata helps to create strategy ranging from moderating user
a better user experience and enables your generated content through to data
content creators to identify, organise, protection and EU procurement
use, and reuse content in meaningful and
valuable ways. Do you have an agreed
information architecture or controlled
vocabulary in place?
Section 06. The Launch.
06
Section 06
The Launch
124
6:1
Engagement Channels
6:2
Digital Marketing Dashboard
Section 06. The Launch.
06
The Launch
126
Introduction
When your product goes live you If you’ve had success with email,
want to strike just the right note with search marketing or social media
content and marketing to engage campaigns already then you know
and grow your audience successfully. what works and can build on it,
keeping your communications
To achieve this need to know where consistent, congruent and focused.
your audience is, online and offline, If not you need to consider from the
their preferred digital touchpoints outset what your key messages are
and the ways they want to engage. (as part of your content strategy),
Is their first encounter with you how you will create the relevant
through advertising, print, TV content and also what you can
or through a search engine? Is it realistically support and for how
through word of mouth or through long. If you set up a branded
social media? Will it be through a Facebook page, for example, you
physical space and into a digital must ensure there is the resource
one? Wherever your audience begins to provide regular updates and
their journey you need to have your responses to feedback.
signposts, your brand identity and
the value you offer clearly aligned to
draw people in.
Section 06. The Launch.
06.1
Engagement
Channels
128
Using the Right Channels to
Engage the Audience
06.2
Digital
Marketing
Dashboard
130
A Simple Tip
Dashboard
For digital marketing to be effective Test, tweak, test again eg. try
you need to create content which multiple small campaigns at once
advances your objectives in within one target audience niche,
measurable ways allowing you to tweak what works and dump
build loyalty and community. A what doesn’t.
working dashboard for a campaign
might look something like this: Be personable on social media. Users
can sniff out an automated post.
Simple Digital Marketing Dashboard
Creator
Approver
Keywords
Respond to user feedback within a
Targets
reasonable timeframe.
Message
Content
Channels
Frequency
Creator
Approver
Keywords
Targets
132
y Thursday Friday Saturday
Section 07. The Evaluation.
07
Section 07
The Evaluation
134
7:1
Data Collection & Analysis
7:2
Telling Stories with Data
7:3
Continuous Improvement
Section 07. The Evaluation.
07
The
Evaluation
136
Introduction
It’s not always possible to know what If your launch goes well you will need
success will look like, particularly to plan for sustainable growth, think
when you are undertaking risky or about how your audiences will evolve
innovative new projects. Objectives and how your business can continue
can be fuzzy and failure can even to realise a return on investment.
be good if it happens fast and if If your project is deemed to have
the learning is reinvested back into failed in some way it’s important
the product or the wider business. to understand why, to share key
Success can also feel like failure if learnings from the experience and
your site gets so much traffic that it then give it a dignified burial.
falls over and you need to scale
up quickly.
Section 07. The Evaluation.
07.1
Data
Collection
& Analysis
138
Collecting, Analysing and
Interpreting Data
From the minute you start work on a Many of the R&D projects grappled
digital product or project you will be with these issues and a set of
gathering and interpreting data…. benchmarks,, processes and research
Lots of data. Hopefully you will have tools are emerging e.g. Audience Finder
defined what success might look like which include Hitwise reports in their
from the start and will have baked in dashboards which provide cultural
appropriate analytics, monitoring and organisations with benchmarks of online
research methodologies using Google, audience engagement against which
Hitwise, Omniture, Net Promoter you can track progress over time. By
Scores, User satisfaction surveys or asking the artist, a group of peers, and
any of the many free and paid-for the public to assess an event, Culture
tools available. Counts is developing a set of consistent
standards for measuring quality.
Understanding the value and quality
of your content is harder - you can
measure the number of people who
read or listen to a story but how do you
know if they learnt, enjoyed or were
inspired by it? Is your online audience
the same as your real-world audience?
How do you describe return on
investment in cultural terms?
Section 07. The Evaluation.
07.2
Telling
Stories
with Data
140
Digital Analysis is
About Telling a Story
07.3
Continuous
Improvement
142
Using the
Learning Loop How to
The Learning Loop is a tool that Place each of the four headings
helps you to define how what you on a whiteboard or large sheet of
are currently doing informs what paper and populate each area with
you do next. It provides a high-level real data (statistics, verbatims,
perspective on the performance trends) that provides evidence
of your product, what is working, of what is working, what needs
what can be improved and it will improvement and what new
help you articulate what to improve features or projects are planned.
or prioritise. You can also use this It helps you check whether your
framework to unpick something that organisation actually learns from
is deemed to have failed - is perhaps its experiences (both success
broken, or users did not engage. and failure) and is improving
This worksheet was inspired by the continuously. While working through
Learning Plan from IDEO (2011). this it helps to bear in mind where
you see your product or project in
two years time to make sure that
your product, your organisation and
your audience are all travelling in
the same direction.
144
Prioritise feedback & solutions
08
Section 08
The Appendix
146
Section 08. The Appendix.
The
Appendix
148
Further Reading & Useful Links
artsdigitalrnd.org.uk/toolkit