Specialist half-day training course in Perth
Governing the online customer experience
Create clearer ownership, stronger standards and a practical approach to continuously improving your online customer experience.
A good online customer experience doesn’t happen because one person keeps the website tidy. It depends on people across the organisation understanding who is responsible for what, how decisions are made and what good looks like. Without that clarity, content goes out of date, teams work in different ways and responsibility for the customer experience becomes blurred.
Learn how to build a governance approach that works in the real world, not one that just sits in a document.
Who this course is for
This course is for people with responsibility for the quality, management or direction of an organisation’s website and online customer experience.
You might work in communications, digital, customer experience, service delivery or a role responsible for managing online content, platforms or improvement. It’s particularly useful if you need to work across teams, establish clearer ownership or standards, or move from reactive website maintenance to a more structured approach.
What you’ll learn
Learn how to create a practical governance framework that gives people clarity about their roles, supports better decisions and creates an organised approach to maintaining and improving the online experience.
Understand what governance really means
Look beyond policies and publishing permissions to understand the structures, responsibilities and decision-making that sit behind a well-managed online customer experience.
Choose a governance model that works
Explore different ways responsibility can be organised and consider where central oversight, shared responsibility and specialist expertise should sit within your organisation.
Clarify roles and authority
Define the roles of communications or digital teams, business areas, technology teams, managers and organisational leaders, and distinguish responsibility for accuracy from responsibility for the customer experience.
Establish principles and standards
Develop a shared definition of what good looks like across content, accessibility, consistency, customer focus and the wider online experience.
Build continuous improvement into the model
Move beyond one-off clean-ups with practical review cycles, housekeeping and an improvement program that balances quick wins that make an immediate difference with longer-term changes that reshape the experience.
Make governance measurable
Consider how analytics, search data, customer feedback, accessibility findings and operational measures can help identify priorities and demonstrate whether the experience is improving.
Shared responsibility, clear authority
The goal isn’t more process. It’s enough structure to help people make better decisions.
Everyone has a part to play. Business areas know their services, technology teams keep platforms stable and secure, and your digital or communications team looks after how it all comes together for the customer. Governance works when each of those contributions is respected and someone still has clear authority over the customer experience.
We’ll look at how to create shared responsibility without losing that authority, how to work effectively with business areas and technology teams, and how to make customer experience a practical part of everyday decision-making.
Done well, governance keeps the experience trustworthy and keeps it improving over time.
Learn from real experience
I’m Michelle Kember-Imrie. For more than 25 years, I’ve worked on websites and online customer experience for complex organisations.
I’ve developed online customer experience governance standards and website governance plans for many organisations. They cover guiding principles, governance models, roles and decision-making, publishing standards and continuous improvement programs. They’re the frameworks that help an organisation look after its online experience for the long term, not just straight after a redevelopment.
In this course, I’ll share the approach behind those frameworks, what makes them work in practice and how to shape one that suits your organisation.
More about MichelleWhat you’ll take away
You’ll leave with a clearer picture of what effective online governance looks like, where responsibilities and decision-making should sit, how to keep your online experience accurate, consistent and improving over time, and a clear structure for writing a governance standard or plan for your own organisation.
What’s included
I want my training to feel relaxed, welcoming and genuinely enjoyable. Somewhere you can settle in, learn something useful and leave with fresh ideas, helpful resources and, of course, something delicious to eat along the way.
Governance templates
Templates based on the governance standards and plans I develop for organisations, so you can start shaping your own, along with a certificate of attendance.
A warm, welcoming experience
I put care into creating an environment where people can settle in, feel comfortable, ask questions and work through the realities of their own organisation.
And yes, there’ll be great food
I take this part seriously too. Scheduled courses include a scrumptious morning tea. In-house sessions include morning or afternoon tea to suit your timing, and I’ll happily cater for dietary requirements.
For scheduled courses, I choose welcoming Perth CBD venues with a little more character than the usual training room. For in-house courses, I bring the training and catering to you.
Training options
Join a scheduled course in Perth or arrange in-house training for your team at a time that suits your organisation.
Scheduled courses in Perth
Join a small group of up to 12 people for a half-day, face-to-face course in the Perth CBD, with time to ask questions, work through examples and learn alongside people responsible for online customer experience in other organisations.
$595 + GST per person
Next scheduled course
9.00 am to 12.30 pm
In-house training
Bring the course to your organisation for a dedicated session with your team. I can tailor the examples and discussion around your organisation, its teams and its online services.
Up to 12 people: $3,500 + GST
For larger groups, please enquire about available options and pricing.
Arrange in-house trainingMichelle was an incredibly valued consultant at the Shire of Augusta Margaret River. She guided the team through the complexities of website building and management, and structured clear, engaging workshops for the organisation to ensure ongoing high quality content. Due to her patience and support we have an award-winning website and a streamlined process of content management that forms the foundation of our communications program.