Response Text

$
A comprehensive digital strategy and presence.
A crappy content management system imposed on the organization
A poor understanding of the content users really want to see when they come
to our site.
A university website that has grown organically since its establishment in the
90s, with very little central control (until my team was created in 2008). It's
grown to more than 500,000 web pages.
Act on studies, feedback and data instead of opinions. Getting everyone to
work together instead of each for his own.
Adapt and align organisations for better online presence/ services while we are
working in systems that derive from the industrial age (former century).
Adequate funding for development of new top task-based website.
Adequate tools and instrumentation
Agency has no effective web strategy/management - multiple senior managers
send ad hoc requests to web team, who is responsible to someone else again
Agility and innovation accross the digital maketing landscape from content
creation, to publishing and rendering.
Agility in a fast-moving world. Joining up disparate data sources to distil
actionable insights. Navigating a cumbersome corporate with legacy systems
to bring about change.
Aging technology infrastructure with no budget to improve or replace.
Aligning customer demand with corporate rules and possibilities
An absence of a content strategy that is backed by web governance.
Analyzing and understanding the volumes of data available to us.
Antiquated technology that has led to fear of changing anything on the site
Approval processes, (lack of stakeholder buy in for time and effort involved, low
priority) and no central control of dept wide web strategy.
As webmaster, to be considered as the authority of what has (may) be done on
the web (and not execute changes requested by the hierarchy and not
specialised colleagues.
Assets, processes that are started but then stopped.
Attaining coherence in the Web presence while supporting decentralized
content creation and management.
Attracting the attention of a small universe of C level decision makers
Authority to say no and to create a truly user-centered experience. Large,
distributed, underfunded unsustainable web presence.
Bad management
Balancing between centralized versus federated; scarce resources
Balancing business requirements against user requirements
Balancing internal customers' online publishing needs and their perceptions of
what our organization's website should be with what our external customers
need from the website and find valuable
Balancing 'must ship' vs 'must be perfect'.
Balancing needs of current students with prospective students in an
environment of limited resources.

Bandwidth to do all the work that needs to get done.

Being able to change legacy applications -- the backend limitations and cost to
start over force us to use poorly designed and hard to use interfaces.
Being able to take the time to gather real customer feedback rather than the
business view on what customers want
Being able to update content quickly enough to meet demand.
Best channel to share our message
Big organization with a big website. The big website needs to be trimmed down
A LOT and employees need to understand that not everything belongs on the
web. Too many people working on too many parts of one big website, so not
everything is consistent and not everything is customer/user-friendly. Also,
many people don't know how to write/create/edit content for the web so web
pages are not always organized in a way that is easy to read or skim through.
Many people also ignore ADA and accessibility standards, guidelines and best
practices.
Brand awareness, leads
Branding (designed by marketing teams with too much power) trumping
innovation and stifling progression in website design (where they are not
educated)
Bridging generational gaps in the organization and targeting different website
user demographics
Bringing organization & technology together and make decisions that best fits
all parties and particularly for the web user.
Budget
Budget
Budget cuts / enough time
Budget cuttings while organisation expects huge improvements.
Budget for research and compliance and numberous stakeholders in a large
organisation
Budget funds for web
Budget to improve websites
Budget, qualified people. Management committment.
Building and maintaining sites that are easy for the customers to complete their
tasks. It seems that, the easier we want things to be for our customers to
complete their tasks (check-out, pay bills, etc.), the more complex the code and
technology is behind the scenes.
Bulk of content not aligned with customer needs.
Bureaucracy! All development happens through project takes too long, very
frustrating
Buy-in from senior management to invest in a task focused website rather than
a website that tries to serve everyone.
Changing behaviour in the organisation - moving from a website thats a filing
cabinet to a website that is task and customer focused.
Changing internal culture to be customer-driven rather than self-promotion
Changing policy
Changing to a net centric culture
Channel proliferation
Chasing up pages and files that were sent to owners for review.

CIf only there was just one! Complex and changing landscape of channels to
connect with the customer and maintaining a focus on customer tasks not just
information
Clearly articulating and communicating the purpose of our web site. If our
administration would recognize the goals then they would understand the need
for resource allocation in terms of staff, time, money, expertise.
Clueless management, unaware of the power of the Web to communicate the
agency's priorities, provide customer service.
CMS functionallity
Collaboration and identifying key knowledge experts
Colleagues not literate in customer-centered design and content. Decision
makers who do not care about more than the very basic analytics.
Coming up with a sustainable solution for customer simulations, to minimise
the need for specialists as part of the ongoing solution development.
Communicating the importance of top task management to corporate goal
success.
Communicating to management
Communication between all the silos
Competing priorities for staff time and budget (I manage all internal and
external communications, not just web)
Competing with Facebook
Completely redesign/rethink the website
Consistancy - of design, processes, infrastructure, governance, focus,
approach...
Consistency across all the web sites. Doesn't always work because the
customer set is different for each.
Consistency across the site.
Consistent UX, UI value through 9 different products in a suite of applications.
Constantly trying to get the most relevant and personal proposition to the
individual customer.
Constraints of software to maximise the message
Content authors are very committed to their old content. They have a hard time
archiving or removing outdated and irrelevent content from the live site.
Content creep
Content development
Content management
Content management system implementation going on for a year has kept us
from revamping and refreshing our content/images
Content overflow
Content owners who don't review their pages or keep them up-to-date
Content ownership
Continually creating new and relevant content.
Convince management
Convincing authors that customers don't need the volumes of old content on
the website
Convincing clients to focus on the customer, not themselves.

Convincing corporate managers that their customers are right - and they are all
very similar in their thinking - and that revenue comes from taking action on this
concept.
Convincing delivery partners and stakeholders of the absolute strategic
importance of identifying our / their customers' top tasks; supporting &
streamlining these tasks online (if suitable); measuring task performance; and
most important of all, acting on hard evidence gleaned from that task
performance reporting to continually improve our customer offering.
Convincing management that user testing is crucial to the success of the
website.
Convincing management to listen to the facts and figures and not what they
want to hear.
Convincing others of the obvious.
Convincing people that more is not better.
Convincing people that smaller is better ie less info more focused on top tasks.
Convincing people that their opinions have no bearing on how the solution is
being managed (believe it or not)
Convincing stakeholders of the best way forward
Convincing the management that it's not about ego's but about tasks ...
Convincing the management to focus on customers
Convincing the organisation to fund the resourcing levels required to maintain
& improve the web site.
Convincing the people who hold the purse strings that our website has to be
about our customers, not about us.
Convinving people to let go of their masses of unimportant, never visited pages
and to have the courage to focus on top tasks.
Coordinating on content across a large, decentralized organization.
Cost cuttings
Cost/benefits tradeoff
Creating a unified experience
Creating and delivering quality content that meets legal, geopolitical, and
accessibility requirements within severe time constraints.
Creating detailed content that is easily scannable to meet user's needs quickly.
Creation of new content.
Cross-channel metrics and measuring engagement
Cross-organizational understanding of what is required to create a thriving web
environment for consumers
Culling our website, top tasks
Current political environment making it difficult for people to understand what's
expected of them, let alone know what to look for on our intranet.
Customer engagement processes
Customers have trouble finding appropriate content on our many sites.
Deal with the volume of information to store and then retreive as needed
Decentralised publishing model with too many staff lacking web writing skills.
Decentralization of web teams creates an inconsistent and messy set of sites
because no one group has full accountability.

Decentralized approach forces people who don't have the time, interest or skills
to own their own web content, and there is little support or guidelines from the
central marketing office who DOES have the skills (they favor decentralization
due to lack of budget/resources.)
Decentralized decision making.
Decentralized management and content creation causing issues with overall
quality.
Decentralized management of website througout the agency and lack of
understanding about the Web by those in charge of the agency.
Decentralized Web governance
Decentralized Web staff and academic departmental "ownership."
Decentralized website with too many authors and no concise plan/strategy for
the website.
Deciding on the customer tasks
Decision makers lagging behind
Decisions are made without the input of expert teams like user experience.
Decreasing budgets and staff to maintain the site as we have in past years.
Defining clear, measurable objectives for our websites
Deliver insights and consult my internal customer on a series of competitive
offerings.
Design by committee, everyone has a say in everything, lack of authority (sorry
can't limit it to just one)
Designers and developers that don't look at the overall picture and design for
staff rather than clients and the tasks they are attempting to complete.
Designing for mobility, and staff cutbacks.
Despite of organizational politics, short term thinking, lack of budget, keep the
focus on facilitating en creating GOOD content (for as well the org as the
customer)
Determining top customer tasks and making it easy for customers to solve
those tasks.
Determining top users tasks for a B2B site which serves a diverse base.
Developing an organisation-wide content strategy, making all the parts of our
web presence/channels work together, and making time to focus on review and
evaluation...sorry, I know that's more than one single challenge!
Development support for our website
Difference in skill levels among end-users
Difficulty in finding evidence to define top tasks. Measuring success. At
present, success is only measured by the number of visits to our website.
Dinosaurs
Directors of high-level think a lot about the menu structure and frontage. It has
little expertise in web and little interest in the rest of the content. Adds entries.
Disconnect between content providers, web developers and stakeholders
Disorganization and poor communication
Doing more online activity with less money
Doing more with less
Domain structure which put obstacles for analysis, SEO and usability
Don't know who customers are, what they want, and how we are viewed as
providers to customers

Duplicate pages, difficult navigation, system for ensuring content is up to date

eBusiness priority over business as usual
Educate customers to engage.
Educating content owners to do the right thing...not adding all of their content
to the web for the sake of having content.
Educating managers about the 'top task' philosophy when it comes to web
content.
Educating stakeholders and content providers
Enabling customers to self-serve and transcending the image of the
organisation as overly-bureaucratic, insufficiently transparent and disorganised.
Enacting change and improvements in a big organization with many
stakeholders and decision-makers
Engaging the business on the importance of the web
Ensure that the content is available in the right way in the right place at the
right time
Ensuring accuracy and consistency of content that is also easily understood by
a diverse customer group.
Ensuring all content has an owner and is continually updated
Ensuring clients localise their web presence for export markets
Ensuring our intranet content is up-to-date and the required information is easy
to find. Training authors and content owners to manage their content and their
sites.
Ensuring simplicity and accessibilty without dumbing down
Ensuring that as an organisation we are equipped and capable of making
digital an integral part of all our work.
Ensuring that content that is posted works for our users and that we are not
giving them too many confusing variations on the same theme.
Ensuring we have the resources (time, expertise, technology) to be effective in
our work
Establish an organization of online work that works in a large organization with
delegated responsibility to provide information.
Establishing a web content strategy to address workflow and governance
Everybody (internal staff) thinks they are an expert
Executive buy-in on the value of our electronic/digital presence. So that means
that they don't adequately fund our work nor the tools we really need to do
things effectively and efficiently
Executive management staying out of the way of web implementation. They
are not users of technology, however try to dictate (ignoring customers) what
the company technology should be.
Expectations
Fending off content that is not relevant to top tasks.
Fighting of the other departments to keep focused on the (paying) customers.
Figuring out how to enable third-party developers to build/deliver help that gets
pulled into a contiguous user experience across a platform of inter-related apps
Figuring out what is the most important thing to do next
Figuring out what to do next
File management, and WYSIWYG vs. wordprocessing.

Filtering the fire hose of potentially useful content to a consumable stream of

actually useful content
Financial resources cannot support user expectations for mobile access.
Find ways to deal with the new Content Management System chosen for the
organisation I work for and which has room for improvement I hope...
Finding and keeping dedicated resources
Finding or developing or educating, results-focused champions in the
business/operational units.
Finding qualified people to employ
Finding resources (time, budget, expertise) to do usability.
Finding the right balance between meeting the needs of the customer and
meeting the needs of the organisation.
Finding the right KPI's in Analytics to measure conversion for non-e-commerce
websites.
Finding the right opportunities to apply my expertise to genuinely change
things, not just enter content that is already decided.
Finding the time to do everything well - customer service, training, website
maintenance and improvement, data analytics...
Finding time to do things properly
Focused executive support for managing and resourcing multiple large public
web sites.
Funding
Funding - we're under relentless pressure to make savings
Funding and a resistance to Information architecture
Funding the positions needed to keep content current.
Funding_x000D_
_x000D_
Gaining executive buy-in; the absence of a technology advocate (who has
power) within the agency.
Gaining management understanding of the importance of what we do on the
web, how w influence and impact our audience, how they rely on us and how
what we do on the web needs to be enhanced to serve them.
Gaps in senior management
Gathering valid input on customer expectation and behaviour
Get a website that gives users the reason to visit us.
Get control over the content (currently large amount), ensuring that what is
there is current and useful.
Get employees to follow actively the website (internal communication).
Get enough time
Get IT resources to create solutions for web services
Get Management to understand.
Get people to understand that they need to highlight their top tasks to build the
website around them, not the other way around!
Get professionals in org. to deliver relevant content
Get the organization to share the same goals and get a Shared language
Get the resources to develop new designs and page templates. Get others in
the organization to contribute content.
Get with management
Getting $ to fund continuous improvement of existing top features.

Getting a clear brief from the client.

Getting accurate and timely content from departments
Getting accurate information on time
Getting all my work completed within the time limits through enhanced
efficiency, notably via improved IT systems (including web technology).
Getting an adequate amount of staff and resources to manage the demand for
web services.
Getting and sustaining executive level support for user experience work. My
area has good support, but not the company as a whole.
Getting budget to improve our web presence
Getting businesses to take content seriously. They often start with design
ideas.
Getting buy in on strategy/campaign as a wholesome approach
Getting buy-in for adherence to policies. Existing policies, however, are
fractured and haphazardly enforced. We need a content management system.
We need a firm (consistent) hand on enforcement and maintenance of good
web design principles, and not just be web-putter-uppers.
Getting buy-in from management (communications office) regarding top tasks.
Getting citizens to use online sevices rather than contacting us by phone or in
person.
Getting clients to review and refresh content frequently enough to engage their
audiences.
Getting colleagues to understand that you need to be flexible when it comes to
web projects. We need to take an iterative approach and constantly test and
improve our website.
Getting commitment from senior management to define and resource our
online strategy, vision and presence
Getting content experts to realize that they "own" the content
Getting content owners to review and update their content
Getting content owners to understand the vision and find the time to continually
improve their content
Getting content that is readable and meets the needs of our customers
Getting control over our content
Getting co-operation from partners
Getting customers to be courageous to act differently - prioritising the customer
rather than prioritising themselves.
Getting departments to update and delete old content.
Getting employees to use and read their intranet
Getting enough good people. IT skills are needed, but so is ability to accept
change AND to edit materials provided by people in substantive bureaus who
can't write their way out of a paper bag.
Getting enough time to do a proper job of creating/maintaining websites
Getting feedback from users on which parts of the site support task completion,
and which do not.

Getting great customer data to help us make the right decisions about what
content to invest in and what to leave behind. Our audience is complex
(partners and end users, plus developers and system administrators) and the
audience spans a wide range of industries. The information that's important for
some is not at all important for others. Including the right information to help
the majority of customers be successful while not breaking the information
experience for any particular audience is a big challenge.
Getting internal stakeholders to understand that print content cannot simply be
published online to be useful and task oriented; it must be re-written, edited,
condensed and links must be clear and concise.
Getting local authority senior and middle managers buy in on Digital by Default
Getting management to see the importance of user experience from the
Internet all the way down to the "brick and mortar".
Getting my director to follow the evidence of what people want and not her
opinion or what she "likes"
Getting my manager to understand that the website is a customer service
channel, not a marketing one or a place to provide useless information, and
that my job is not just about content creation/editing.
Getting organisations to keep their content accessible for all customers with all
abilities on all devices.
Getting organisations to not use the web as a repository for all their content
Getting organizational buy in.
Getting out of organizational silo thinking and focus on the total user
experience
Getting ownership of the content and the need for regular administration and
monitoring of our online presence
Getting participation in projects from the individuals who want the
improvements
Getting people across the company to work together toward common goals to
provide a consistent digital experience that meets business needs. Oh, and no
ownership of content (way too much of it that doesn't get reviewed or deleted
when it should).
Getting people in my organisation to forget their org charts and silos and focus
on users' tasks
Getting people interested in sharing their experiences and expertise.
Getting people to focus on their content rather than only on web design and
structure.
Getting people to take ownership of their section.
Getting people to think customer focused.
Getting people to understand that a website revolves around 3-5 top tasks.
This may seem not enough at first.
Getting people to understand that content matters ... as much as navigation
Getting people to understand that it is NOT about the technology it is about the
content and how you share it. It is all about sharing the right (in context)
information with the right person at the right time, for a positive effect.
Getting people to understand the importance of their content on their website.
Getting people to understand user journey and web usability

Getting people who manage web content to learn and apply current best
practices.
Getting recognition for time and resources it takes to operate and run a website
Getting resources and support from our information systems/technology staff
Getting resources to do a good job.
Getting resources to support a website well.
Getting senior leadership to understand the importance of the web
Getting senior management to accept governance and compliance and to view
web etc as a tool to provide customer service.
Getting senior management to spend money on content.
Getting stakeholder buy-in to go with a task-based philosophy. Continually
fighting the "my boss wants.. it needs to be sexier/cooler/different..." battle.
Getting stakeholders to focus on purpose rather than bells & whistles or today's
fashionable buzzwords
Getting stakeholders to understand websites should be user task focused.
Getting subject matter experts to review existing content periodically in a timely
manner and getting timely feedback from them when trying to develop new
content (competing demands for their time)
Getting support from senior management.
Getting teams to understand how to set realistic goals for success that align
with the customer's needs, and accomplish those goals.
Getting technical groups to relate to user profiles beyond those who look
exactly like themselves in order to leverage their product and possible impact.
Getting the 125+ content providers to listen and understand when being a
content provider is olny a secondary job. Also, everyone in the organization
thinking that their project/program is important and needs to be on the website
or have several pages, etc.
Getting the CEO to understand what customers need our website to do for
them.
Getting the large enterprise to pivot from funding legacy information processes
to funding web and mobile
Getting the message out to the rest of the organisation about focusing on tasks
rather than bunging content onto the website.
Getting the organisation fully engaged in a user centric online strategy that
manages customer interation and satisfaction, and not content
Getting the organisation to think of web visitors as real customers, real people.
Getting the organization to not just measure customer performance on tasks
but to make changes to our products that would enhance that performance.
Getting the organization to understand the true value of content.
Getting the resources internally to make the changes we need to make to our
online presence fast enough to respond to changes in the market or customer
imporvements
Getting the right governance structure
Getting the right team together
Getting to know the top tasks of our users.
Getting top management to understand that if they focus on great customer
service, everything else will follow.

Getting upper management to understand the value of usability testing and to

fund usability testing.
Getting webmasters in our county teams to follow up their sites online.
Give the information in real time
Google, Facebook, LinkedIn and other rankings.
Governance
Governance
Governance - too many chiefs with no accountability making content decisions,
often in conflict with other stakeholders. She with the biggest pay packet or ego
usually wins the day.
Governance -- we've reached the point where our lack of governance (for both
intranet and internet sites) is a hindrance to conducting business.
Governance structure for steady state after go-live of enterprise portal
Government Digital Services hiring very good web writers and designers but
who dont understand the subjects they write about and dont want to consult
with people who do understand. Thus creating content on GOV.UK that doesnt
give users enough information to make informed decisions and is at times
factually incorrect
Handling information overload and ensuring users can find what they are
looking for
Having a useable content management system.
Having adequate and properly skilled resources.
Having departments invest in backend systems that support a web interface for
customers
Having direct contact with our customers.
Having enough resources to keep our content updated AND adding new
developments.
Having management control of web operations and content and sufficient
resources.
Having people correctly understand their roles in a project.
Having the resources to revise the site for the user.
Having to explain why cutting out information is important to make it easier for
the customer to use our site.
Hear the consumer and be able to identify its needs and top tasks
Helping clients understand the fundamentals of successful websites - and how
to run successful web & tech projects
Helping management understand that our website is a constant customer
touchpoint that should do more than "look pretty"!
Helping my colleagues realize that we have to focus on our customers and the
tasks they are trying to accomplish, not on our processes or our internal
organization.
Helping other in my organisation understand the benefits of digital marketing.
Helping people find the information they need
Helping people understand that their websites are not fit for purpose, and that
simplicity and ease of use should be at the core of what they do.
Helping the organisation to understand how to think and work in a digital and
customer centric way. And understanding that this needs business change

Helping the web professionals that I work with get understanding from their
superiors in regard to importance of spending money on the web (more so in
the public sector than the privat).
Homepage and downsizing # of pages
Horrible top-down ignorant management focused on...well, I'm not sure
what...except they don't want us making any decisions
How do we get more people working with the intranet
How to deal with all different departments within a large organisation to
convince them to focus on top tasks
How to develop a web portfolio that embraces all of our local websites. web
government with decentralised responsibility and central establishment of the
framwork for the websites.
How to implement ongoing page/site/task testing with core users.
I am a one-person operation and that's not likely to change soon.
I am lucky: I work for a group that is small enough to be nimble while having
sufficient resources to undertake the projects necessary. Also, it is a worldwide
organization, so all understand the necessity of the website.
I want my webselfcare channel to be the prefered channel of customers.
I work at an educational institution which prides itself on academic freedom.
Therefore, our web presence is not consistent across our faculties. Templates
are altered at will; there is not a consistent customer experience. And because
of the educational climate, our faculty/staff do not consider student's
needs/task completion as a priority. It is what THEY want to convey to students
that is the priority.
I work in an organization that has great difficulty in changing quickly to embrace
a changing web. Thus, I have to limit my new ideas to only those that are
practical and easy to digest.
Identifying and targeting customers who bring in the most ROI in a noncommercial environment (top challenge in my own field)
Identifying customer's top tasks. Customer is Office 365 Developer.
Identifying the top tasks that our customers use our web site for
Ignorance about the web
Implement the changes quickly enough
Implementing customer care as a shared view of all organisation employees
Implementing massive infrastructure changes required by larger organization
Implementing our content management system without a lot of support so I'm
figuring it out as I go along.
Improve the performance of our digital channel
Improve webprofessionality within organizations
In larger companies, gettng the authority to say no. In smaller companies,
convincing people they need to get help rather than do it themselves.
Inadequate organizational development resources
Incompetent decision-makers are the biggest challenge I face as a web
professional. The myth that anybody who can type can make an excellent web
presence is still pervasive.
Incompetent management
Increase sales of digital channels
Information overload.
Institutionalizing best practices

Insufficient resources to do the work

Insufficient staff resources
Integrated user experience
Integrating and adapting large systems at top speed of change
Integrating content strategy within communications dept
Internal clients thinking they know better than their web professionals,
especially senior management making decisions that are not in line with web
best practice and consistent user experience.
Internal competition
Internal competition between different agencies in the organisation
Internal expertise
Internal organization of web work.
Internal organizational structure. The various area directors don't collaborate,
so we get conflicting direction, none of which we feel is appropriate for their
online presence.
Internal silos and turf battles, lack of outward (customer) focus, intense
competition for funding and control.
Internet not being understood and resourced properly. Lack of knowledge and
respect for usability
Interpreting results from usability testing; people on our team have personal
opinions and tend to use usability to their advantage (for example, the
questions they ask would contain the answer they want).
Intranet that serves the customer not the departments.
IT is outsourced and no work strategically with steady development. I have a
book-role. IT is a supplier, not a partner.
IT resources to handle platform growth
Juggling hundreds of demands despite many constraints, including time and
size of team.
Keep everyone involved in maintaining all that is started.
Keep up to date with online innovation
Keeping content current on a site with approximately 3,000 documents, with
only two staff assigned to maintain it (among other duties).
Keeping content fresh and deleting outdated material.
Keeping content fresh and relevant
Keeping content up-to-date
Keeping content up-to-date and relevant
Keeping online content up to date
Keeping pace with new technology.
Keeping pace with technological advances and making the customer
experience easier.
Keeping site technically up to date and cost effective to enhance
keeping skills current
Keeping the focus on the public, facts and evidence.
Keeping the focus on the tasks of our colleagues in our field offices (in the
developing world) rather than on serving as a message platform for senior
management.
Keeping the web site current
Keeping the website concise and relevant

Keeping the website professional. Making it customer centered and not

organisation centered. There is a lot of pushing content by colleagues. They
want to 'inform'/educate the public regardless of the question if it is the topic
our public is interested in.
Keeping the website up to date and user friendly on our minimal not for profit
resources
Keeping up with and implementing member feedback.
Keeping up with changing technology and the costs involved in this.
Keeping up with changing technology, ie mobile and understanding CSS3,
HTML5 impact on future web content
Keeping up with consumer expectations. They expect a strong, valuable
experience on the device they bought today.
Keeping up with demand
Keeping up with new technology, old applications that don't work properly
Keeping up with the changing customer and organisation
Keeping up with the latest technology AND meeting customer's need for
updated content and capabilities.
Keeping up with the needs of our customers.
Keeping up with the rapid technological advances that are determining how
end-users are consuming information. Mobile is a new frontier.
Keeping up with updating content that exists already.
Keeping website information up to date and easily accessible to consumers,
while maintaining uniformity of branding/consistent look throughout our many
diverse pages
Knowing how to define success on the site and then how to best track it
Knowledge gaps and silos.
Lack of acknowledgement of the importance of the web to the organization's
goals and strategies, resulting in a lack of funding to provide adequate staffing
and training.
Lack of awareness of user needs, and user experience principles and
methodologies
Lack of budget.
Lack of business commitment to what we do and how important UX is to our
success.
Lack of capacity
Lack of cohesive web team all working towards the same goal.
Lack of commitment/ownership, understanding and resource to our online
presence.
Lack of communication from management
Lack of consistency across disparate teams in terms of technology, taxonomy
and process.
Lack of defined standards, roles, and architecture
Lack of empowerment from senior management who don't have real digital
understanding and don't accept that our team does.
Lack of funding-departmental strong arming when they have no clue on our
agency focus. They view themselves as a a priority and gets and wants all the
new toys. While we wither away.
Lack of governance and support from senior management

Lack of governance diffuses our efforts, forces us to fight the same battles over
and over.
Lack of human resources to get the job done.
Lack of in-house resources - access to content experts, IT resources.
Lack of innovation and change-leadership amongst in-house IT teams.
Lack of internal agility
Lack of knowledge, leadership and vision regarding web at Executive level.
Lack of management support for online maintenance and development. We
know to put the customer tasks first, but we're not given the time or budget to
implement what we know.
Lack of research
Lack of resource and unreasonable demands. OK, that's two.
Lack of resources
Lack of resources
Lack of resources and understanding by top management.
Lack of resources leading to standardisation
Lack of resources to develop our site to meet users' needs (not for profit)
Lack of resources to do all the necessary tasks from planning through
assessment.
Lack of resources to furnish the web site with up to date software and content;
bureaucratic delays in adapting to mobile technology
Lack of resources worldwide to support global online initiatives; complicated by
high turnover in certain regions
Lack of resources, both financial and people
Lack of resources, resulting in no time or money to focus on top customer
tasks.
Lack of resources.
Lack of resources/time for providing content up to date
Lack of resourcing.
Lack of time
Lack of understanding from management - blocking change or insisting on
getting their way (eg putting up photos of "VIP"s)
Lack of understanding of digital marketing by the larger marketing organization
Lack of understanding that technology will not solve organizational issues,
crappy content, or a poorly-designed business process. Everyone thinks buying
a solution will fix the problem, when in fact applying technology to certain
problems will only make them better stronger faster problems!
Lack of user testing
Lack of web governance. Relationship with other departments mimics a client
relationship, so choices that are best for organization are ignored to please our
supposed clients.
Lack staffing.
Large Scale Globalization
Lead the traffic to brand website,brand official SNS account
Legacy digital systems (content publishing and e-commerce) that were not built
to agile / flexible.
Legacy mindset + outdated technology
Leveraging organizational change to improve focus on customers tasks

Limited resources in terms of staffing.

Maintain SEO Ranking
Maintaining sales and entering new export markets
Maintaining the website - its too large!
Maitaining content with limited resources
Make companies change old/bad habits, when you don't have direct
responsibility or impact on their organisation, people, processes.
Make our website mobile
Make the organisation understand that they have to understand their
customers and their behavior before they can understand themselves
Make time to be updated and developing the website.
Making changes. Even if evidence has shown change needs to take place,
internal politics make it difficult to get the proposed changed implemented.
Making changes/additions to please an internal audience rather than external
website visitors
Making complex information consumable
Making content simple.
Making decisions based on documentation and data, not the whims and
opinions of government program staff.
Making management understand that intranet management requires similar
resources and disciplines to public facing website management
Making meaningful changes for our customers in a timely manner
Making our content easier to understand for the customer.
Making our website easy to use for multiple audiences
Making people realise that most of their content serves no purpose, and
persuading then to discard it.
Making sure all of the content on the website is up to date, has clear ownership
and is presented in a logical structure
Making sure our website-Company will cooperate to achieve a toptask website
Making sure the public facing content is for the public. We have internal
departments that insist they need a public facing website when all they offer
are services to our other departments.
Making the best use of limited resources.
Making the case for content prioritisation.
Making the web work for the customer not simply reflecting the ego's and
empires of service and senior managers - just getting heard within the
organisation.
Making those who control budgets aware of the importance of funding
improvemnets to the intranet. They are yet to realise the benefits that can be
obtained from having an intranet that is used.
Making visitors find what they are looking for on the intranet and the web fast
and easy
Manage both old and new world
Manage time and point the major priorities
Management
Management believes anyone can update their own pages using the CMS so
now we not only maintain and create content, but train others and fix and
troubleshoot everything that everyone else does. Content is not valued!!

Management buy-in on the business value of digital marketing. Everything

flows from that.
Management buy-in.
Management did not seem to have understood the critical importance of the
services provided to users, and yet users could not do without them and
showed their appreciations with personal/group appreciation gifts to staff.
Management does not see value in website, nor understands how websites
work -- this leads to under-resourcing, lack of respect for the team's
contribution to the organization, poor decision-making by upper management
regarding content/direction of site (ie. manage by feeling, rather than fact)
Management is most interested in moving to a content management solution,
though they don't have the money for it. They're less interested in ongoing
training and other small changes that would have a larger impact in the long
run. I guess they'd rather invest in technology than people.
Management not investing - in updating staff skills, hiring sufficient & motivated
staff; allowing staff time to do UX focus groups.
Management not understading/caring that website users are task-centric
Management of the web - managers want to 'control' with serious lack of focus
(customer) and lack of creativity.
Management resistance to the resources needed to transforn the website to be
more task oriented.
Management support to maintain a user-intuitive site
Managers and subject matter experts who don't understand that website
visitors are task-centric and who don't support the direction we need to take the
website (example: We've recently received direction from our manager to
translate our entire website based on comments from one internal staff
member, rather than put our efforts into building a site for people who visit us
on a mobile device, the number of which continues to increase).
Managing colleagues expectations about what the purpose of our webpages
are
Managing competing priorities.
Managing content in two different areas within organization - one for intranet
and one for web
Managing content where the ownership of the website is shared (between
comms, marketing and IT) and where content creation/management is
decentralised.
Managing customer/stakeholder expectations
Managing expectations of business units who want more content on the
external website than what is needed and convincing them that our website
should focus on task completion and transactions rather than providing
information about what we do.
Managing expectations of what should be part of the online presense given
financial constraints.
Managing multiple, sometimes conflicting, requests to ensure the best
outcomes for employees using our intranet.
Managing the balance of internal business needs versus user needs -- making
sure that we serve internal customers *in the context* of providing exceptional
customer service to our website users.
Managing the volume of work. To avoid being undermined

Many cooks in the kitchen.

Marketers who want their own product-specific sites and pages, instead of
being part of a logical corporate-wide web architecture. It's an ego thing.
Marketing people wanting to design websites.
Marketing use of the website and getting constructive feedback
Meeting customer needs on mobile devices
Meeting increasing demographic demand with reducing budgets.
Meeting the high demand for research with users
Micromanagemement
Migrating from one CMS to another CMS
Mobile web and multi devices
Monetizing top tasks.
Money
More focus on web and intranet from the top management in our member's
organisations
Move from "yeah we need a website" to how can the website support our
business objectives
Moving organizations from output-based decision making to outcome-focused
prioritization and management.
Moving our website towards something that is more customer centric
Moving the organization to multi channel, cross channel mindset
Moving the organization towards task based website where the top tasks are
giving priority over all others.
Moving to providing web-based content from a DITA based environment
My organisation is obsessed with developing and releasing new features (in
two-week agile sprints). Anything that's already out there rarely gets a second
look and we usually develop what's quickest easiest to build, and not what's
best.
My site is one where other agencies contribute content. So my biggest
challenge is finding time to work with them - to make the content engaging,
plain language.
Myopic, siloed view of web presences across the organization, resulting in
fractured customer experience. Funding by 'hippo' (highest paid opinion in
room.
Need for senior management support to review publishing structure, keep
improving things and not just be ignored now new site has launched
Need to constantly learn new technology and/or hire competition web
companies
New back office software - not ready, full of bugs
New technology is still seen as more important than ongoing content
management
No budget specific for web development planning...
No budgets. Very little top-level buy-in.
No clear lines of responsibility for a big collection of websites.
No one says no and bad ideas reign.
Not being close enough to the customer to understand the kind of content that
would be most useful to them.

Not enough customer focus within my organization - a strong internal

perspective combined with a very decentralised way of working and a
decentralised mandate makes it almost impossible to create an effective web
presence as a whole.
Not enough people to keep the intranet up to date and do the required
maintenance tasks. Management don't see this as a priority.
Not enough resources to complete tasks
Not enough staff and not enough good writers
Not enough staff time dedicated to website.
Not enough staff time to do an adequate job.
Not enough staff to efficiently handle the work
Not investing the technology required.
Not overloading the website with more and more information.
Obtaining relevant content
Offering concise search results when the insurance, historical document
availability requires 10,000 web pages.
Old and out of date content and fluff.
Old CMS whitout any possibility for social interaction, collaboration and
knowledge sharing. The intranet is not a priority and therefor we cannot make a
new, modern intranet who satisfies the employees needs.
Old content that no one wants to take responsibility for and the original content
provider has moved on or retired.
Old outdated content. Lack of content ownership
Optimising a web estate spanning 60+ countries for so many different devices
Organisation of website content across multiple silo's
Organisation understanding that customers (not internal teams) are the 'client'
and that a centralised web team is best place to serve this need.
Organization, as we go from one to four websites ..
Organizational involvement
Organizational structures slowing down or in fact preventing improvement of
the intranet.
Organizing information that represents our many diverse activities so that the
public can easily find what they need
OTHER Web editors who don't come to me for review.
Our current Web Team structure and content maintenance processes are set
so that we are in a position of being "order takers" as opposed to leading
content development, applying our expertise.
Our organizational structure - decentralized silos with marketing and web
teams scattered across 9 separate divisions.
Our sponsors are distributed across many divisions and it is often difficult to get
priority consensus and funding from the majority; thus fracturing our attention
and delaying our goals.
Outdated (by far) CMS
Outdated content, confusing information architecture
Outsourced development half way around the world
Overflow of outdated content that content owners want to keep - both on the
Internet and the Intranet sites
Overload

Overload of information
Overwhelming number of technology changes, keeping myself and my team
abreast of changes and motivating them to pursue self-study.
Ownership of the online presences (external and internal) and governance
based a better concept of ownership.
People disinterested in usability or changing the way things are done.
People, including leaders, are unable to empathize with customers.
Accordingly, they're unable to question their assumptions about
communication.
Persuading CEOs and senior managers of why self-service is critical and waht
needs to be done to make it 100% successful
Persuading colleagues (content owners / senior managers) to give the website
their attention, their time and money
Persuading companies what they should leave out; what it is that their
customers really need, which will actually make them money!
Persuading people that user experience is more important than technology
Persuading senior managers to pass on relevant information so that we can
keep customers informed.
Persuading software developers to be open to non-developers helping design
the look and feel of software.
Platforms that doesn't work according to requirements
Political in-fighting
Poor CMS which makes it difficult to make simple and bargains processes for
customers.
Poor management
Poor organisation/governance which doesn't focus on the user
Poor ownership of CMS and supporting technology
Preparing for constant change and knowing what the right decision is now
Priorities
Priorities ...
Prioritising content
Prioritising the Digital Needs for our customers vs what the company thinks the
customer need is.
Prioritization in an under-budgeted world.
Prioritization of projects
Prioritizing with limited resources and budget
Proliferation of tools and difficulty of evaluating them all. Leaves me feeling
there are some tools I could really use that I don't have time to try.
Provide a state of the art user experience
Providing quality service to customers.
Quality of content including its meta data
Quality of content with a decentralized organisation.
Rapid change in many areas--legislative, technological, competitive, market.
Rapidly developing technology and customer expectations vs. how agile the
government can be
Reach customer as soon as possible
Reach management
Redesign of our Internet site, including implementation of new governmental
look and feel.

Reduce the amount of sprawling content, trying to make it simpler and more
concise.
Reducing the complexity of the website
Reengineering internal processes so that customer observation is prioritized
highly enough.
Relating to online presence it will be the level of ongoing resource at my
organisation.
Remaining bugs in new content management system
Resource to keep technology up to date
Resources
Resources
Resources
Resources
Resources
Resources - having enough money, staff and time to maintain and improve the
website.
Resources - people and money
Resources and budget
Resources for developing and editing content
Resources for development
Resources! The website is still seen as an add-on to the day job.
Resources, budget, lack of decisions
Resources, money to upgrade and maintain web site (IT hurdles) and staff to
manage content and social media presence (which is "free" yet utilizes
resources)
Resources, training
Resourcing
Resourcing and technology restraints
Responsible for managing too much content, which means less time to do it
well.
Responsive design yes or no
Restricted and reducing operational budgets
Retaining staff skilled in administration of site and in web content
Reviewing budget
Rigid intranet structure that I can't alter, even if customer tasks were better
served by another design or flexiability within the rules.
Saying no to content that doesn't enhance the customer experience with the
tasks they come to our website to complete.
Searching documents
Security concerns = red tape
Senior management buy-in
Senior management haven't got a clue to make the necessary changes to deal
with radically changed behaviour from the customers. Old school, analog
people trying to handle new problems with old tools. And the keep the web
savvy out out the decision making loop.
Senior management perceptions of how a website should be as this does not
benefit the customer
Senior management support e.g. staff resources, funding, importance of the
web

Senior management who don't understand the web and rely on external
consultants rather than valuing the expertise within the organisation
Serve customers in 22 different languages
Serving users on multiple devices.
Setting realistic expectations.
Setting up a structure to ensure that we keep focused on the customer needs.
Sharepoint and its inherent 'design ethos' which is at odds with many best
practices.
Sharing what I learn about content strategy in a way that gets buy in from
others in the organization.
Show organization managers the importance of objectives and analytics.
Shrinking resources
Silos
Simplicity, customer centric content and functionalities.
Simplification, to fit the new mobile devices approach
Simplifying content to make it appealing on the web.
Site content development and maintenance vis-a-vis the staff size to manage
that.
Site with no way of tracking any kind of activity - we are blind to what happens
on our site
Skinny down website
Sluggish bureaucratic internal IT dept
Small resources / time
Speed of change, and bringing the rest of the organisation along with us
Splitting time between communications work and the time needed to properly
support our website.
Staff and management with the right mix of skills and experience (true web
professionals)
Staff expertise and costs
Staffing - getting organization to understand that a strong web impacts so
many aspects of the university and that to make it strong requires staff - no
different than providing appropriate number of faculty for a given academic
program
Staffing cuts and not being permitted to hire.
Staffing losses
Staffing. Salaries in a public university mitigate against hiring really good talent.
Stakeholder participation.
Stakeholder support of usability
Stakeholders who want something because they think they know best and it
would work.
Stale intranet content
Standardising presentation/content.
Standardizing and costs
Standards and work flow
State government sometimes gets caught up iin the politics and forgets about
the customer. It's very frustrating for our team.
Staying current with web design and content management trends.

Staying relevant to our newest, youngest members.

Still too many "old fashioned" marketeers active who don't get it ..
Stopping people putting too much information on the site
Strategy and content alignment across a large global company
Streamlining content for scalable design.
Stressing to the client the importance of good content
Sufficient time to handle many responsibilities
Supporting CMS users with comparatively low web literacy: poor editing skills,
poor title-writing skills, unrealistic ideas about what people want to see on
homepages, desire to put everything in bold and all caps and different colors
and fonts
Take one step at a time. Many opportunities and challenges, but can not do
anything with it all at once.
Taking vague business objectives (make the interface intuitive) and convert
that into measurable tests, then dealing with all the constrains of recruiting,
testing and short timelines.
Technology governance, budgets, and resource allocation.
That digital is a Channel that is preferred by some of our customers.
That one has 'locked' in a solution that is not appropriate. That it is too
expensive and costly to redo everything although I think it's technology that
could make the product much easier to use
The ability to engage management of staff in improving the website.
The biggest challenge is getting more resources to meet the demand for
customer research (usability testing).
The biggest challenge is to provide the integration of people and technology
companies to the world as well, favoring the inclusion of education in the world
mediated through technology.
The CMS is unintuitive and unreliable
The editorial staff is outsourced.
The focus on social media and mobile has evolved at such a pace, it is difficult
to keep up, manage stakeholder expectations and make the right decisions.
Just because everyone else has a mobile app does not mean your organization
needs one.
The lack of budgets
The lack of customer understanding of the importance of setting goals based
on their strategy and follow up the result based on facts. To much happens
because management feels a need for something.
The most obvious challenge is a lack of resources. We're making good
progress on questions of organisation-wide culture and process, but it's still
hard to get things done in a small organisation with few resources.
The need to improve discoverability across all of our content, beyond simple
TOC/index issues.
The organization and the culture, too many silos and decentralized
(non)decisions, too much internal focus instead of focusing on the user and the
user needs.
The organization's web being taken over by external marketing firms on
contract who talk about latest IT trends and can make things look pretty but
dont understand what customers want to achieve

The overwhelming amount of content that we have. The existing content

weighs us down.
The people side of things - getting stakeholders to think about the customer /
getting governance processes right
The time it takes to make changes.
The time it takes to preview my work and for it to appear live on the website.
Things change so fast on the web. CMS - which I hate. not flexible but now
everyone wants one
Thousands of stupid pages with old, old, old, old, old content.
Time
Time
Time
Time
Time management
Time management--getting a mammoth organization to move fast enough to
meet the demands of our customers
Time to do it all
Time to influence change across the institution - competing priorities.
TIME to measure and take action on results.
Time.
Time. Our website and social media are only part of my job, but they're
consuming more and more of my day.
To actually get approval to use the part of my job is reserved for web work just
that. If required a lot of other odd tasks.
To anchor the ownership of the contents of management and organization
To be able to work with development (of functions and content) on a continous
basis
To carry out major development projects on the web alone.
To continually have to deal with that absolutely all 450 of my colleagues have
strong opinions about how websites and publishing should be.
To create awareness among the leadership about the benefits of a consistent
and pleasant online experience for our customers and... to make that
experience happen.
To create user-friendly websites that help users to perform their important tasks
online. They shall, to the greatest extent possible, be self-reliant with simpler
tasks. And this is a challenge.
To do as best as we can with little means (money, time)
To get internal employees and management to look at facts and not make
assumptions about what our customers wants and needs.
To get management to care for the Web, and understand the value of the web.
To get the approval from our board of management to start the project "New
Intranet (including Social and Collaborative Intranet)"
To get the organization to put the user first, to see their needs and not the
needs of the organization. We want to show everyone how good we are and all
the things we do. The way to show this to put it on the web and preferably as a
news story. Also everyone think they have to be on facebook.
To get your organization ready to prioritize the development of the intranet as a
collaboration tool.

To have a holistic approach and experience on web solution, both internally

and externally
To keep customer focus top of mind in developing a new website
To make all major stakeholders of the intranet aligned and have the same
direction.
To make my organization distinguish between "need to have" and "nice to
have" with regards to web design and web services.
To much information.
To plan your work and follow plans. If too many tasks thrown at Management.
Today it's being subject to the whims of social media platforms and not being
able to control how our clients are interacting with our content on those
platforms
Too few human resources in relation to ambition. The latter is designed for a
different time when the organization was much larger.
Too many content contributors; not enough authority to stop them from posting
bad content
Too many customers/users with different needs and expectations
Too many people are busy putting up content without reflection, instead of
asking themselves "why".
Too much central control, too many processes to make simple changes - and a
5 day (yes, 5 day!) SLA to make simple changes. People aren't interested in
stuff that's that far out of date.
Too much content (that cannot be discarded), making it difficult to us to
organize and for customers to find. We have made good progress in this
regard, but still a long way to go.
Too much content competing for the customers attention
Too much content on the web site. More every day. Site has become difficult to
use.
Too much to do - not enough time; too many stakeholders to engage before
decision making is possible
Too much to do, no resources to outsource, responsive design is requiring
much focus to do it right
Too much to do. Soon there will be no limits to what an editor should spend
their time on.
Top tasks rather than what marketing is pushing
Tracing the development of the use of the various platforms
Tracking and disseminating real-time analytics.
Transactional integration between website and back office systems.
Trying to challenge the 'launch and leave' mentality.
Trying to engage a widely diverse age group of members (20 year olds to
centurions) about pension/retirement issues which many don't think or care
about until they are close to retirement age.
Trying to get staff in the organisation to realise that the web content they write
is for busy, impatient people - just like them!
Trying to get upper administration to understand that the primary goal of our
homepage is to enable visitors to complete the tasks they came to site for, as
opposed to bombarding them with information the institution wants them to
have.

Trying to improve content usability across 150 websites with 300 potential
editors!
Trying to use disjointed and substandard technology to deliver digital services
that meet the increasingly demanding expectations of our customers and
management.
Under resourcing of the web team
Under-resourcing for responsibilities and expectations
Understaffing
Understanding customers needs
Understanding of management
Understanding the possibilities and potential impact of new technologies and
platforms.
Unending demand for website to be everything for everyone
Unified Communications
Up-and-coming organisational merger, site scope has increased.
Updating content
Updating outdated content
Upgrading to the new version of Joomla!
Upper management buy in
Upper management not understanding what technology is or means.
User adoption
Value recognition
Very little understanding of the web amongst senior management and staff,
meaning that there is a lack of focus on the web, and therefore extremely limitd
resource. The lack of real understanding about the web frequently leads to
very bad decisions regarding investment and priority - for instance, often the
most valuable sections of the website are neglected, yet thousands are
directed towards parts of the site that no one uses or want to use.
Volume of content
Wcag 2.0 and attachment to bad content
We are using SharePoint - our biggest challenge is developing knowledge inhouse.
We are very understaffed making it impossible to do everything that needs to
be done. Too many high priority projects for the available resources.
We are working on a re-design and need to satisfy directors within the
organization while creating a useful site for the public.
Web Governance
Web is not seen as a business priority, so it is not given adequate resources. It
is typically assigned to people as "other duties as required" or seen only as a
project.
Web is run mostly by marketers, web leadership team has little web
experience,
With our website redevelopment project, to make sure that all relevant contents
are well updated and relevant for our readers.
Working across silos to overcome resistance to technology changes.
Working with a diverse range of colleagues with different visions for the web
and no guiding principles to bind us all together.
Working within a structure imposed from above including an IA employees
don't understand and a search engine that produces unusable results

Writing and publishing for the 'customer' rather than managers and colleagues

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Resources
Resources
Management
Resources
Resources
Resources
Content

Senior management

Out of date

Resources
Management

Senior Management

Management
Management
Customer
Management

Senior management
Senior management

Content
Management
Resources
Resources
Management
Top Tasks
Content
Management
Resources
Management
Resources

Research
Marketing
Quality
Marketing

Senior management

Quality
Change management

Senior management

Management
Content
Content

Quality
Quality

Resources
Resources
Management
Resources
Content
Management

Senior management

Quality
Strategy

Technology

Governance

Top Tasks
Management

Marketing

Content

Management

Change management

Management
Management
Content

Strategy
Governance

Content
Content
Content
Management
Customer
Content
Management

Out of date
Quality
Quality
Out of date
Governance
Customer focus
Out of date
Marketing

Resources
Resources
Customer

Research

Metrics

Customer

Quality

Management

Quality

Research

Metrics

Change management

Management

Senior Management

Management

Change Management Senior management

Management

Senior Management

Management

Change Management Senior management

Content
Content
Management

Quality
Change management

Customer

Change Management Org centric

Management

Governance

Management

Governance

Content

Out of date

Change management

Management
Management
Content
Management
Customer
Top Tasks
Content

Content
Content
Customer

Change management
Change management
Quality
Change management

Quality

Change management

Quality
Quality
Change Management Change management

Content

Quality

Change management

Resources
Resources
Resources
Resources
Management

Senior Management

Management
Management

Senior Management
Senior Management

Top Tasks

Change management

Management
Customer

Governance

Content
Management

Change management

Out of date
Senior Management

Customer

Customer focus

Management

Content

Change management

Quality

Customer

Governance
Change Management Senior Management

Management
Content

Change management
Quality

Customer

Change Management Strategy

Customer
Top Tasks
Content

Resources
Management
Management
Top Tasks
Management

Metrics
Quality

Governance
Research
Senior management

Management
Content
Content
Management
Management
Management

Senior Management
Out of date
Quality
Marketing
Governance
Governance

Management

Governance

Management
Management

Governance
Governance

Content

Quality

Content
Technology
Resources

Volume

Technology
Customer
Content
Management
Management
Resources
Customer
Customer

Research
Out of date
Governance
Governance
Quality
Volume

Customer focus
Research

Management

Change management

Customer

Change management

Management
Management
Technology

Change management Change Management

Change management

Customer

Simplicity

Management

Change management Change Management

Management
Content

Senior Management
Volume

Management
Management

Senior management
Marketing

Top Tasks

Change management

Content
Customer
Resources

Decentralized

Management
Customer

Strategy
Marketing

Management

Consistency

Org centric

Technology
Management
Top Tasks
Top Tasks
Management
Management
Customer
Technology

Marketing

Change management
Change management

Technology
Management
Management

Metrics
Change management

Management
Resources

Change management

Management
Management
Management
Content
Management

Org centric
Senior management
Marketing
Volume
Change management

Resources
Resources
Customer
Technology
Management

Consistency
Strategy

Strategy

Management
Management
Management
Resources
Management

Senior management
Org centric

Management

Org centric

Management

Org centric

Management

Metrics

Change management

Customer
Customer

Research
Customer focus

Management
Resources
Resources
Content
Technology
Content
Content
Content
Content
Content
Content
Technology

Governance

Out of date

Volume
Out of date
Quality
Out of date
Out of date
Out of date

Technology
Technology
Technology
Customer

Management
Content
Content

Change management

Customer focus

Senior management
Out of date
Volume

Customer

Quality

Customer focus

Customer
Customer
Technology

Out of date

Customer focus
Research

Org centric

Technology
Customer
Resources
Technology
Customer

Customer focus

Research

Technology
Customer
Technology
Content

Content
Management
Management

Customer focus

Out of date

Out of date
Metrics
Org centric

Resources
Customer
Resources

Research

Customer
Resources
Management

Customer focus

Management
Management

Governance
Senior Management

Management
Management

Governance

Management

Senior Management

Management
Management

Org centric
Governance

Management
Resources
Resources
Management
Management
Management

Governance

Governance
Senior Management

Management
Customer
Resources
Resources
Resources
Resources
Resources
Resources

Senior Management
Research

Senior management

Resources
Resources
Resources
Resources
Resources
Resources
Content
Resources
Resources

Out of date

Management

Senior Management

Management

Technology
Customer

Management
Resources
Management
Management
Technology
Technology
Management

Quality
Research

Governance
Strategy
Marketing

Change management

Resources
Management
Management
Content
Content

Marketing
Volume
Quality

Management
Management
Customer
Resources

Change management
Strategy
Change management
Out of date

Management
Management
Content
Content

Change management
Org centric

Management
Resources
Customer
Content
Customer

Metrics
Senior Management
Customer focus
Quality
Simplicity

Content

Volume

Content

Out of date

Top Tasks

Content
Resources
Content

Org centric

Quality
Quality

Governance

Quality
Quality

Management

Org Centric

Management

Senior management

Content
Technology
Management
Management

Quality

Management

Decentralized

Strategy
Senior management

Senior management

Management
Management

Senior management
Senior management

Management

Senior management

Management

Senior management

Technology
Resources
Management

Senior management

Management

Senior management

Top Tasks
Management

Senior management

Top Tasks

Senior management

Management
Management

Change management
Strategy

Content

Decentralized

Content
Management

Decentralized

Content

Volume

Change management Governance

Resources
Management

Management
Resources

Governance

Customer focus

Change management

Management

Governance

Management
Management
Management
Technology
Resources
Customer
Management
Technology
Technology
Top Tasks
Resources

Org centric
Org centric
Marketing

Research
Governance

Management

Senior Management

Management

Change management

Management
Customer
Technology

Change management
Customer focus

Top Tasks
Technology

Management

Content

Governance

Quality

Management

Org centric

Management

Senior management
Senior management

Technology
Technology
Content
Resources
Resources
Management
Management

Quality

Customer

Quality

Volume

Governance
Governance
Research

Content

Decentralized

Content
Resources
Resources
Resources
Resources
Resources
Resources
Content
Content

Out of date

Content
Content

Volume
Out of date

Org centric

Volume
Quality

Technology
Management
Content
Management
Management
Management
Management
Management

Out of date
Out of date

Governance

Strategy
Org centric

Decentralized

Decentralized

Change management Org centric

Governance
Change management

Management

Governance

Customer
Management

Quality

Management

Quality

Governance

Management

Decentralized

Governance

Content
Technology
Content
Management

Decentralized

Content
Resources

Customer focus
Governance

Out of date
Governance

Content

Volume

Technology
Management
Customer

Org centric

Governance
Change management

Management

Org centric

Senior management

Management

Senior Management

Management

Change management

Content
Customer

Quality
Change management

Management

Senior Management

Management
Technology
Management

Org centric

Technology
Management
Management
Technology
Technology
Management
Management
Content

Org Centric

Senior management
Governance
Governance
Change management
Change management
Volume

Customer
Resources
Management
Resources
Resources
Customer
Customer
Content
Content
Technology
Technology
Customer
Management
Management

Customer focus
Governance

Customer focus
Customer focus
Quality
Quality

Customer focus
Senior Management
Strategy

Content
Customer

Volume
Simplicity

Customer

Change management Change management

Resources
Technology
Resources
Resources
Resources
Resources
Resources
Resources
Resources
Resources
Resources
Resources
Resources
Resources
Resources

Governance

Resources
Resources
Resources
Resources
Content
Technology
Resources
Resources
Resources

Volume

Management
Content
Technology
Management
Management

Customer

Org centric
Quality

Senior Management

Org centric

Senior Management

Management

Senior Management

Management

Senior Management

Management
Content
Customer
Management

Senior Management
Consistency
Consistency

Customer

Customer focus

Change management

Technology
Content
Management
Resources
Management
Customer
Technology
Content

Strategy

Change management
Senior Management
Org centric

Quality

Simplicity

Quality

Management
Management
Content
Management
Resources
Management

Governance
Metrics
Volume
Governance
Change management

Resources
Management
Management

Governance
Change management

Management
Resources
Resources

Change management

Resources
Management
Management
Management
Content
Content
Resources
Management
Customer
Technology

Governance
Governance
Governance
Out of date

Governance
Org centric

Customer
Management
Content
Management
Content
Content
Resources

Content

Customer focus
Org centric
Volume
Strategy
Quality

Quality

Management

Change management

Management
Technology
Customer

Metrics
Governance
Customer focus

Technology
Management

Senior management

Resources

Metrics

Management
Technology
Management

Change management
Governance

Technology
Resources

Customer

Org centric

Resources
Technology

Management

Customer

Decentralized

Org centric

Org centric

Org centric

Content

Volume

Management
Management
Technology
Technology
Content
Resources
Resources
Resources
Resources
Resources
Customer
Resources
Management
Management
Resources

Change management
Change management

Volume

Change management
Change management
Metrics

Resources
Resources
Management

Governance

Management
Management

Governance
Strategy

Management

Governance

Management

Change management Change management

Top Tasks
Resources
Customer

Research

Metrics

Management

Senior management

Management

Senior management

Customer
Management

Customer focus
Change management

Management
Customer

Change management
Customer focus

Management

Governance

Management
Content
Resources

Change management
Volume

Technology
Resources
Management
Customer

Quality

Content

Volume

Governance
Customer focus

Management

Governance

Content
Content

Volume
Volume

Content

Volume

Resources
Resources

Org centric

Resources
Top Tasks
Technology
Management
Technology
Management

Metrics
Metrics

Management

Marketing

Customer

Top Tasks

Change management

Quality

Change management

Senior management

Content

Quality

Technology
Resources
Resources
Resources
Customer
Management
Technology
Customer
Management
Management
Content
Content
Technology
Management
Management
Management
Management

Management
Content
Content

Research
Senior management

Org centric
Governance
Change management
Out of date
Out of date
Senior management
Senior management
Marketing
Strategy

Senior management
Volume
Quality

Technology
Resources
Management
Management

Senior management
Governance

Management
Management
Content
Management

Governance
Out of date
Change management

Management

Governance

Management

Senior management

Customer

Customer focus

Resources Technology Top Tasks

Funding
Out of date

Complexity
Funding
Funding

Funding

Funding

Funding

Complexity

Funding
Staff

Staff

Staff
Complexity

Funding
Funding
Cuts
Cuts

Funding
Funding
Staff

Customer focus

Customer focus
Customer focus

Change management

Funding

Complexity

Change management

Staff

Change management

Change management

Change management

Customer focus

Funding

Cuts

Staff

Change management

Findability

Staff

Customer focus

Cuts

Cuts

Mobile

Customer focus
Research

Staff

Cuts
Cuts
Complexity

Change Management

Funding

Funding

Customer focus

Complexity

Funding

Mobile
Change management

Staff

Funding
Funding

Staff
Staff

Funding
Cuts
Staff
Funding

Staff
Funding

Funding

Customer focus

Funding
Funding

Funding

Staff
Staff

Funding

Funding
Change management

Staff
Staff

Change management

Staff
Funding
Funding
Funding

Funding

Change management

Change Management

Customer focus

Staff

Research

Findability
Complexity
Staff
Funding

Staff
Staff
Staff

Research

Change Management
Findability

Funding

Change management

Staff

Research
Research

Funding

Funding

Funding

Funding
Staff
Change Management

Staff

Funding

Funding

Change Management
Funding

Staff

Staff

Customer focus

Staff

Trends

Staff

Mobile

Staff

Funding

Staff
Staff

Funding

Staff
Staff
Change management

Funding
Funding
Funding
Funding
Funding
Funding
Staff
Staff
Funding

Mobile

Staff
Funding
Staff
Funding
Staff
Staff
Staff

Silver bullet

Staff

Out of date
Funding
Change management

Staff
Findability
Staff
Staff

Mobile

Staff

Funding

Customer focus

Staff

Funding

Funding

Silver bullet
Staff
Customer focus

Funding

Customer focus

Change management
Cuts

Staff

Cuts

Change management
Research
Funding

Change management
Change management

Funding
Funding

Staff
Staff
Staff
Staff
Staff
Funding

Funding

Findability

Out of date

Findability

Out of date

Staff

Silver Bullet

Complexity

Complexity

Change management

Cuts
Funding
Staff

Change management

Funding
Funding
Funding
Funding
Funding
Funding
Funding

Complexity
Funding

Staff
Staff
Funding
Staff
Staff
Staff

Funding
Staff
Staff
Funding

Funding

Funding

Trends
Cuts
Staff
Funding
Change management

Findability

Complexity

Complexity

Cuts

Mobile

Staff

Staff

Staff

Staff

Cuts
Cuts
Staff

Funding

Trends

Staff

Funding

Complexity

Funding

Complexity

Mobile
Funding

Funding
Findability

Silver bullet

Complexity
Complexity
Staff
Staff
Staff
Staff

Staff

Staff
Staff
Staff

Customer focus
Staff

Staff

Trends
Staff

Staff
Staff
Staff
Customer focus
Complexity
Complexity

Customer focus

Out of date
Staff
Staff
Staff

Trends

Change management
Silver bullet

Staff

Complexity

Staff

Staff

Findability

Overall
Management
Resources
Content
Customer
Technology
Top Tasks
Total

Content
Quality
Volume
Out of date
Descentralized
Strategy

Customer
Customer focus
Change Management
Research
Org centric
Consistency
Simplicity

Management
Senior management
Governance
Change management
Strategy
Org centric
Metrics
Marketing

Resources
Staff
Funding
Cuts

Technology

331
170
161
109
72
43
886

37%
19%
18%
12%
8%
5%

Overall Challenges
Top Tasks; 5%
Technology; 8%
Customer; 12%

Management; 37%

Content; 18%

61
37
35
23
5
161

38%
23%
22%
14%
3%

35
28
17
15
9
5
109

32%
26%
16%
14%
8%
5%

80
78
77
31
26
23
16
331

24%
24%
23%
9%
8%
7%
5%

91
64
15
170

54%
38%
9%

Resources; 19%

Customer Challenges
Simplicity; 5%
Consistency; 8% Customer focus; 32%
Org centric; 14%
Research ; 16%
Change Management; 26%

Resources Challenges
Cuts ; 9%
Funding; 38%

Staff; 54%

Funding; 38%

Complexity
Funding
Change management
Findability
Mobile
Out of date
Silver bullet
Trends

Top tasks
Change management
Customer focus
Research
Funding

Overall Total

19
12
10
9
7
5
5
5
72

26%
17%
14%
13%
10%
7%
7%
7%

16
16
6
5
43

37%
37%
14%
12%

Top Tasks Challenges

Funding; 12%
Research; 14%

Change management; 37%

886
Customer focus; 37%

Challenges

Top Tasks; 5%
Management; 37%

sources; 19%

Content Challenges
Strategy; 3%
Descentralized; 14%

hallenges

Quality; 38%

Out of date; 22%

Volume; 23%

mplicity; 5%
ustomer focus; 32%

nagement; 26%

Management Challenges

hallenges

Marketing; 5%
Metrics; 7%
Senior management; 24%
Org centric; 8%
Governance; 24%
Strategy; 9%
Change management; 23%

Staff; 54%

Technology Challenges
Trends; 7%
Silver bullet; 7%
Out of date; 7%
Mobile; 10%

Complexity; 26%

Technology Challenges
Trends; 7%
Silver bullet; 7%
Complexity; 26%
Out of date; 7%
Mobile; 10%
Funding; 17%
Findability; 13%
Change management; 14%

hallenges

management; 37%