1 | Monthly Web Coordinators Meetingeere.energy.gov Public Service of Colorado Ponnequin Wind Farm TECHNOLOGY ADVANCEMENT AND OUTREACH Web Coordinators Meeting Hosted by: Sarah Kirchen Drew Bittner Helen Hanssen February 18, 2010 Room 5E-081 Call In (866) Passcode

2 | Monthly Web Coordinators Meetingeere.energy.gov Around the Room – Drew Bittner, DOE (15 min) Technology Basics – Elizabeth Spencer, NREL (10 min) ITP Redesign Update: Interviews with the Information Center – Sharon Kirk and Myra Sinnott, Energetics (15 min) EERE FAQ Database – Pallavi Gupta, EES (15 min) Redesign Update – Chris Stewart, NREL (10 min) Wrap Up – Drew Bittner, DOE (5 min) Agenda – February 18, 2010 EERE Web Coordinators Meeting

3 | Monthly Web Coordinators Meetingeere.energy.gov Technology Basics will be a new EERE corporate-level Web site: Designed for a specific audience –For example, Energy Savers is tailored for consumers Technology Basics is targeted to people NOT looking for program information but basic “What is this technology?” information Technology Basics

4 | Monthly Web Coordinators Meetingeere.energy.gov Technology Basics will be designed for: Members of the general public who know very little about the technologies People who want to answer “What IS this technology?” “How does it work?” Technology Basics

5 | Monthly Web Coordinators Meetingeere.energy.gov Instead, this content will live on a corporate-level site –TAO will fund its maintenance and hosting We’ll work with programs to update this information, probably once a year Currently there is duplication of some “basics” information across EERE The new Technology Basics site will create one place for this information The initial site will link heavily to program sites and will contain only overview information. Technology Basics

6 | Monthly Web Coordinators Meetingeere.energy.gov From next Fiscal Year onwards, we’ll be working with programs to identify “basics” content and see what’s appropriate to host on Technology Basics! Any questions? Technology Basics

7 | Monthly Web Coordinators Meetingeere.energy.gov Background Interview Process Customer Profile Customer Use of the Website Frequently Requested Information EERE Information Center Comments on the Website ITP Redesign Update: Interviews with the Information Center Agenda

8 | Monthly Web Coordinators Meetingeere.energy.gov EERE/ITP Website Project Collaboration to test usability of the ITP website and showcase results to other programs Goal: Improve site user’s experience and ability to use the site to achieve top tasks Currently in the initial user research phase reviewing several sources of website statistics and feedback EERE Information Center Responds to inquiries on products and services for ITP and 9 other subprograms Nine staff provide service to ITP: –Customer Service Representatives provide general information on ITP resources and services –Technical Experts provide more in- depth technical assistance to reduce industrial energy use –Supervisory Expert serves as a troubleshooter and takes higher- level calls from corporate offices ITP Redesign Update: Interviews with the Information Center Background

9 | Monthly Web Coordinators Meetingeere.energy.gov Conducted five telephone interviews with Information Center staff the week of Feb. 2 nd Total of14 questions –Customer characteristics –Website usage –Frequently requested information/resources –IC staff rated the site for content and user friendliness ITP Redesign Update: Interviews with the Information Center Interview Process Sample Interview Questions Our customers 1.Can you tell me about the types of people who call the Center? 2.What type of information are the people who call typically looking for? 3. What are the most common questions that ITP callers ask and who asks them? Our web site 1.How often do callers contact the Center because they can’t find information on the web site? 2.What are caller impressions of the web site in terms of user-friendliness and content? 3. What are the top 3-5 items that ITP callers have difficulty accessing on the web site?

10 | Monthly Web Coordinators Meetingeere.energy.gov Types of Customers Wide variety of calls from manufacturers, academia, business, consultants, utilities, state governments Most frequent callers are manufacturers and consulting firms Roles/job titles of frequent callers –MANUFACTURERS: Plant managers, energy managers, engineers, and corporate employees in Marketing, Purchasing, Legal, and Government Relations Departments –CONSULTANTS: Technical and sales personnel Other Characteristics Lack knowledge about ITP programs, resources, and the website Contact the IC because they cannot find information on the website Want to access information in a few clicks Busy and impatient ITP Redesign Update: Interviews with the Information Center Customer Profile

11 | Monthly Web Coordinators Meetingeere.energy.gov ITP Redesign Update: Interviews with the Information Center Notable Quotes “Customers are professional people who want an answer right away. They do not want to wade through a lot of information.” “Some customers are so busy that they do not want to know about the ITP program.” “Customers do not have high expectations from a government hotline. They are pleased with the assistance and resources from ITP.” --- Statements by EERE Information Center staff “Customers are professional people who want an answer right away. They do not want to wade through a lot of information.” “Some customers are so busy that they do not want to know about the ITP program.” “Customers do not have high expectations from a government hotline. They are pleased with the assistance and resources from ITP.” --- Statements by EERE Information Center staff

12 | Monthly Web Coordinators Meetingeere.energy.gov Overwhelmed by the large amount of content Have trouble locating information they need Pleased with the content Given a tour of the website from the IC staff ITP Redesign Update: Interviews with the Information Center Customer Use of the Website Most Difficult Resources to Find Software Tools Energy Saving Assessments Save Energy Now LEADER Grant/Funding Opportunities Qualified Specialist Sourcebooks

13 | Monthly Web Coordinators Meetingeere.energy.gov ITP Redesign Update: Interviews with the Information Center Frequently Requested Information ITP ResourceMost Requested Software Tools * ESAs * Publications * Save Energy Now LEADER and ALLY * Training * IACs Recognition Qualified Specialists Industrial Equipment and Processes State Partnerships BestPractices Resources Data Center Calendar Distributed Energy Energy Efficiency Projects at Plants Industry Contract Information Case Study Publication Regulations

14 | Monthly Web Coordinators Meetingeere.energy.gov Content Rating Characterized as “thorough, rich, and expansive” Recommendations –Add new information on industrial buildings –Develop new tip sheets –Provide a clear path for users to identify current R&D projects –Address out-of-date information –Explain reasons for missing information User Friendliness Rating Difficult to navigate the home page –Too many links –Often use Google or site search engine to locate items for customers Recommendations –Develop links that are intuitive –Place key ITP resources in prominent locations –Add LEADER and ALLY links to the home page –Improve the site’s search engine –Organize links by subject area ITP Redesign Update: Interviews with the Information Center EERE Information Center Review of the Website

15 | Monthly Web Coordinators Meetingeere.energy.gov ITP Redesign Update: Interviews with the Information Center Questions?

16 | Monthly Web Coordinators Meetingeere.energy.gov EERE FAQ Database EERE FAQ database is currently in production on the WIP EECBG web site. Public side: Add to any Program or Sub- Program site Fully indexed text search of FAQs Search by keyword, phrase and/or category User feedback invited for each FAQ

17 | Monthly Web Coordinators Meetingeere.energy.gov EERE FAQ Database Administrative section: FAQs for individual programs/sub-programs Easy access to questions & answers Provide documents or links to additional resources Add and remove categories View user feedback

18 | Monthly Web Coordinators Meetingeere.energy.gov Redesign Update New EERE home pageEERE home page New landing pageslanding pages -Purpose -Process New program template Usability testing Audience analysis

19 | Monthly Web Coordinators Meetingeere.energy.gov Next Meeting Thursday March18, :30 – 3 p.m. Room 5E-081 Wrap Up