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Data Quality Framework

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					Information Management Framework Training

Feedback and Analysis

30 Jan 2003

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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

Data’s ‘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 it’s 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 feedback—remember users want to give feedback on things that are important to them at the time.  Keep it simple—ask for the least amount of information that gives meaning to the feedback, so as not to overburden users.  Provide for the unexpected—leave open space for users to type comments or changes.  Ask for structured input—check 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

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

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

INFORMATION

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

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