Task Management: A new model
of management for websites

2010 Masterclass series by Gerry McGovern

Program

8:30	Registration and continental breakfast
9:00	Session 1: The Customer-Centric revolution
	Customers are not kings anymore—they are dictators! Learn how to satisfy the highly impatient web customer. Customers are task-obsessed. Learn why you need to manage the tasks, not the technology, graphics, or content. The old metrics of "HITS", visitors, and page impressions are dead. The new metrics involve completion rates for top tasks.
10:30	Morning break and refreshments
10:50	Session 2: Identifying customer top tasks
	Why it is so important to continuously improve customer top tasks. No more launch and leave. Top task identification methodology: A step-by-step guide to help you identify top tasks. Used by BBC, Tetra Pak, IKEA, Microsoft, Cisco, US Internal Revenue Service, etc. Customer Centric Index: how to evaluate on an ongoing basis what needs to be improved on your website.
12:30	Networking lunch
13:30	Session 3: Measuring performance of top tasks
	Senior management prefer task performance metrics much more than traditional web metrics such as visitors and "HITS". How to develop top task test questions; how to run select test participants; how to run a task measurement test. Analyzing and communicating results. Developing a continuous improvement program for your top tasks.
15:00	Afternoon break and refreshments
15:30	Session 4: Managing search
	Learn how Microsoft and Cisco are taking a much more task-focused approach to the management of search. The Search Performance Indicator measures how easy it is for customers to find what they need on your website. Learn how search engines are changing and how you can adapt. Learn about the 3 secrets of search optimization success—plus lots of bonus tips for improving your search rankings.
16:30	Closing remarks - End of Masterclass

Note to previous Masterclass attendees: The 2010 Masterclass brings together brand new content, new techniques and new case studies from the likes of Microsoft and Cisco, to provide you with the very latest tools for delivering a great user experience on your website and intranet.

For a custom webinar or workshop for your organization, or to discuss how Customer Carewords can improve your own user experience, email us or call us at 1-866-322-8522.

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