First published on the Digital Strategy Conference blog by Arianne Mulaire. Arianne is a co-founder of Reachology, an Ottawa-based digital marketing firm. As managing partner, she creates and manages online presences for organizations both large and small, private and public. Follow her on twitter @amulaire.
Session Presented by:
Kelly Kubrick, Partner and co-Founder, Digital Strategy Conference and President, Online Authority – @KellyKubrick
Andrea Hadley, Partner and co-Founder, Digital Strategy Conference – @AndreaHadley
“Maturity models exist to give perspective on your current state and prepare you for moving forward. You will learn how to assess your organization’s level of maturity with respect to digital, and the degree of formality and optimization of processes currently in place.
Understanding your organization’s digital maturity provides an effective approach toward improving related processes. We’ll help you recognize key signposts to help with your planning so you’ll understand where you stand today and how to anticipate the next curve in the road.”
This is to help you planning your digital strategy by first determining the digital maturity of your organization.
The maturity model is a traditional tool that has been reformatted to reflect the digital world.
This is a process where you move from milestone to milestone.
The dimensions for digital maturity are:
- human resources
- technology resources
- data strategy
- content strategy
- channel strategy
- social business strategy
These are the dimensions that should be considered and rated individually. From level 0 to level 3 (none, low, medium, and high).
Over the next three days you will be able to assess where your organization is and how to move it forward.
As you map your organizational readiness, you will see how it maps out. There are no right answers. All organizations map differently. The goal is to have a balanced maturity level through all dimensions.
Use the summary of indicators, dimensions and ratings to define where your organization is.
Level 0 – There is no presence.
Low – Very limited resources and not supported by training.
Medium – Teams are forming around digital (internal or external), limited support, some expertise by leads, management has no training. Still have to sell digital to the organization.
High – Resources are embedded in cross functional teams, digital specialists are on staff, ongoing training including industry certification, resources are supported, management has understanding or expertise.
Technologies necessary: marketing and communications, collaboration tools, customer relationship management tool, analytics to measure
Level 0 – There is no presence, no investment in technologies necessary.
Low – Little bit of everything, everyone in different directions, using different tools, it’s like “herding of cats.”
Medium – More organization, uniformity in training, can manage complex processes, some departments are looking to participate, it is a dedicate line item – budget.
High – Everything is talking to one another, you use the systems and help them talk to one another, you have the people that are part of the system, in the center of it.
Data strategy: reflects all the ways you capture, store, manage and use information. How you use data is key to your success.
Level 0 – Information is in cabinets, there is no digital data.
Low – Online and offline data, but still in silos, decision velocity is quarterly or annually, you are therefore using old data, there are data gaps and denial of the risk (lack of governance) of not having digital data.
Medium – Value the data, use the data in some strategic ways to optimize/improve, tools are implemented, decision velocity is daily or weekly, act on the data regularly, nothing is automated, governance is planned and initiated.
High – Data is an asset, decision velocity is now realtime, can take advantage of data, automated, secured, formal risk management plan.
The term is starting to come up more frequently. It’s a comprehensive process that builds a framework to create, manage, deliver, share and archive or renew content in reliable ways.
Looking at: inventory and formats, location and storage, development process, publishing process, performance measurement and evaluation as well as archiving process.
Level 0 – Developing content for single use.
Low – Digital format is now starting to appear, not consistent, silos of production within the process, awareness of repurposing through different formats, content is becoming available digitally, but not online.
Medium – Source content is now consistent, centralized production, multiple digital formats, starting to allow user generated content (e.g. comments), content is available on the network, objectives are set and evaluation is now ongoing rather than once a year.
High – Adaptive content (format free, device independent, transformable and in an automated fashion).
Three categories :
- Marketing – paid, owned
- Transaction enabling – financial/e-commerce, application forms, voting online, lead generations
- Digital distribution – OEM, direct, partner and affiliate
Level 0 – No digital communications, no use of transaction enabling or distribution.
Low – Pieces are in play, but not aligned with business objectives, vertical siloes, ad hoc.
Medium – Multichannel marketing, objectives are validated, planning and funding are in place, a need for governance is articulated.
High – Multichannel strategy, regular evaluation, governance established.
Social business strategy
“Ways social media tools and practices are being adopted within organizations to support both internal employee collaboration and external customer engagement.”
– Dion Hinchcliffe and Peter Kim, Designing a Social Business (recommended reading)
- External – YouTube, Facebook, Twitter, LinkedIn, etc.
- Reviews and ratings
- Internal applications for employees and suppliers
Level 0 – No use of any customer facing application, low awareness of social business.
Low – Silos of social activity, fragmented, ad hoc representation, an employee is becoming the defacto social media person, sporadic usage.
Medium – Awareness across the organization that social media can be used above marketing and communications, understanding of value, key performance indicators, cross usage.
High – Customers help you, social media and collaboration is both internal and external, social media is no longer only a marketing tool.