Gathering user insights for better APNIC services
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The document discusses APNIC's efforts to gather user insights and community feedback to improve its services. It describes APNIC's policy development process, which relies on input from community members, consensus decisions, and secretariat implementation. It also outlines APNIC's biennial member survey conducted by independent consultants to understand challenges, evaluate APNIC's performance, and inform strategic planning. Additional methods for obtaining community input mentioned include attending events, discussions, questions, publishing roadmaps for feedback, and new tools for collecting feedback like surveys and focus groups. The document encourages community members to provide input through various channels to help APNIC better serve the community.
Gathering user insights for better APNIC services
- 1. 2018#apricot2018 45 Gathering user insights for better APNIC services Adam Gosling Product Manager - Information Services APNIC
- 2. 2018#apricot2018 45 2 You might have seen me in the Policy SIG
- 3. 2018#apricot2018 45 Supporting the APNIC PDP 3
- 4. 2018#apricot2018 45 The PDP starts when an community member proposes a change 4
- 5. 2018#apricot2018 45 5 To the Policy SIG Chairs
- 6. 2018#apricot2018 45 Who then discuss it with the community 6
- 7. 2018#apricot2018 45 7 If they reach consensus
- 8. 2018#apricot2018 45 8 We check that we understand what you want
- 9. 2018#apricot2018 45 … then implement the new policy 9
- 10. 2018#apricot2018 45 … and report back to you 10
- 11. 2018#apricot2018 45 APNIC Policy relies on • Community telling us what it wants – Authors proposing policy – Community members participating • On the mailing list • On chat during the SIG meeting • On the microphone at the SIG meeting – Consensus decisions • By the Community • By the Chairs • By the Executive Council • Secretariat implementation 11
- 12. 2018#apricot2018 45 12 What’s the point?
- 13. 2018#apricot2018 45 Policy implementation relies on • The Secretariat accurately understanding what the community wants • Then turning that into action • If the Secretariat doesn’t understand. Then things get complicated really quickly • We are a Member organization, but we need to serve a very wide range of community stakeholders • So we can’t run a PDP for every action we need to take • We need to get input in other ways 13
- 14. 2018#apricot2018 45 The Internet Ecosystem and APNIC stakeholders 14
- 15. 2018#apricot2018 45 Biennial Member & Stakeholder Survey 15
- 16. 2018#apricot2018 45 Member & Stakeholder Survey • Independent consultants • Mixed methodology – Focus Groups – Online Survey • How is the Secretariat doing – What challenges the community faces – How well we are responding to those challenges – How could we do better 16
- 17. 2018#apricot2018 45 The consultants report back to you 17
- 18. 2018#apricot2018 45 and we say what actions we will take 18
- 19. 2018#apricot2018 45 And then we report back to you 19
- 20. 2018#apricot2018 45 Member & Stakeholder Survey • Informs the planning – Four year Strategic Plan – The annual budget – The annual activity plan • It relies on community input 20 APNIC Community APNIC reports back Community input Strategy Budget Activity Plan Reports Trackers Updates APNIC executes
- 21. 2018#apricot2018 45 21 How else do we learn about the community?
- 22. 2018#apricot2018 45 22 We come to your events
- 23. 2018#apricot2018 45 23 We discuss things with you…
- 24. 2018#apricot2018 45 24 We ask you questions…
- 25. 2018#apricot2018 45 25 you tell us what you think
- 26. 2018#apricot2018 45 26 and we listen to your answers
- 27. 2018#apricot2018 45 and publish a roadmap 27
- 28. 2018#apricot2018 45 It has a big button for feedback 28
- 29. 2018#apricot2018 45 Hopefully, you love it 29
- 30. 2018#apricot2018 45 30 We’ve been trying to get better at this
- 32. 2018#apricot2018 45 APNIC is already close to the community 32 • APNIC & APRICOT Conferences • Attend partner events (RIRs, NIRs, ICANN, ISOC, etc.) • Development, Training, and Capacity Building activities • Engagement with Government and intergovernmental agencies • Participate in NOG, CERTs, CSIRTs, & LEA events • Technical engagements with the IETF and others
- 33. 2018#apricot2018 45 Carefully managed internally 33
- 34. 2018#apricot2018 45 Now we are extending this level of detail • Improving collection and use of – Community consultation – Feedback mechanisms • Using best practice methodology – Improve user experience – Improve functionality – Improve web site and portal usability 34
- 35. 2018#apricot2018 45 35 New Product Development team
- 36. 2018#apricot2018 45 New internal tools 36
- 37. 2018#apricot2018 45 37 More ways to collect feedback
- 38. 2018#apricot2018 45 38 What does this mean for YOU?
- 39. 2018#apricot2018 45 39 More surveys
- 40. 2018#apricot2018 45 More focus groups 40
- 41. 2018#apricot2018 45 41 More BoF sessions
- 42. 2018#apricot2018 45 More prototypes and betas 42
- 44. 2018#apricot2018 45 44 We want your input!
- 45. 2018#apricot2018 45 How can you provide feedback? • Talk to us face-to-face • Email feedback@apnic.net • Contact Helpdesk (www.apinc.net/helpdesk) • Use Services Roadmap web page • Take part in surveys • Join the pre-release program (adam@apnic.net) 45
- 46. #apricot2018 19 – 28 February 2018KATHMANDU, NEPAL 2018 45 What can you do in Nepal?
- 47. 2018#apricot2018 45 Speak at the microphone
- 48. 2018#apricot2018 45 Talk to staff at the Services Lounge 48
- 49. 2018#apricot2018 45 They are doing a survey on whois 49
- 50. 2018#apricot2018 45 50 Talk to George He is doing a survey too
- 51. 2018#apricot2018 45 51 This could be YOU! ?
- 52. 2018#apricot2018 45 52 we’re here to help Basically…
- 53. 2018#apricot2018 45 53 The more you put in…
- 54. 2018#apricot2018 45 54 The more you get back
- 55. #apricot2018 19 – 28 February 2018KATHMANDU, NEPAL 2018 45