Really interesting post and another gold star for GDS: "The tricky topic of governance."

The hard-to-balance 3-legged stool of satisfying users, satisfying staff & satisfying management seems well supported. 

However, one thing to ponder is what would happen if - in order to satisfy users - you had to dissatisfy staff or management?

• For example, what if staff had to work long weekends or postpone holidays to get a project done? 
• Or what if you had to ask management to invest far more than planned in order to ensure delivery? 

This is not easy to answer. (Plus, it looks like the current process at GDS is flexible enough to cope.)

The basic question is how far to push things in pursuit of user satisfaction, whilst balancing staff & management concerns? 

For instance, I have experience of teams that deliver amazing user experience, but from caustic work environments & over-demanding senior management.

Read some more thoughts about the 3-legged stool in my article "The new analytics of web governance."

People are the most important part of any system of Web Governance. Hire good people and they will generally find clever and innovative ways to get maximum bang for your buck.

However, Roles and Responsibilities have not kept pace with changes in online activity. This has led to dangerous gaps in operations, as well as tension among staff due to competing claims over “who does what”.

In this new blog post (published by the good folks at Siteimprove) we’ll explore how to restore ‘industrial peace’ by delivering the clear job descriptions your people need.

Read "Roles & responsibilities on digital teams" hosted by Siteimprove.