One of the biggest mistakes made by web teams is thinking about the web as a project. Projects by definition have an end and the project mindset is the primary reason the overall quality of websites deteriorates over time. When web teams define their work as a series of projects, the live site is often ignored as new projects become a priority. The result is content that quickly goes out of date, spelling errors and broken links undermine the credibility of the site, branding is compromised, and there is increased exposure to legal risks. In addition, many web teams have not created the internal processes and procedures necessary to efficiently manage the ongoing support of the site. In this presentation, Mark and Doug will introduce the audience to the field of web operations management which provides a framework to efficiently manage ongoing operations to meet business objectives and maintain the operational integrity of the site. Topics will include: • The differences between project work and operational work • How the project mindset is damaging your website. • How to move from project management to operations management • How to develop a website operations plan • Demonstration of an operations management system that streamlines requests and task management, improves internal and external communications, and provides resource tracking and reporting.
One of the biggest web problems we have in higher education is the number of cooks in the kitchen. We’ve got SMEs and HIPPOs and the immeasurable plethora of “non web” people making changes to web content throughout the institution. Since there are as many ways to do things as there are people to do them, it all comes out a big mess over time. All the content strategies, web governance plans, and communications policies in the world won’t help if people in the trenches (and often their bosses) don’t understand what’s expected, why, and how exactly they can accomplish their goals. Enter training. In this presentation, I’ll talk about our content strategy journey, the redevelopment of a brand new .edu website, and how we used this process to both make the case for mandatory training and develop training beyond using the CMS. I’ll even make available lesson plans, scripts, and talk about the actual tools used for development of the on-demand delivery system and content.
After years of delegating content to campus departments, an IA overhaul caused the Marketing and Communication department at Xavier University to rethink who maintains the content for key sites. The end result meant taking back control of many websites that for years had been maintained by academic departments and support offices. After a brief review of the overall project we will look at the sites we decided were too important to delegate, how we brought them back in, and the obstacles we have faced.
The Making of a Web Team (MPD8)
A year ago our web shop went from a couple full-timers to three full-time staff, one part-timer, two interns, and a partnership with another unit. The two people whose idea of communication meant yelling across the hall at each other suddenly expanded to 6+, and with it came the inevitable requirements of management, and growing pains of organization and oversight. This session will talk about how we addressed our sudden influx of staff and met requirements for training. It will also review the technology we've adopted to help us day-to-day: Slack, Asana, and ServiceNow. And we'll discuss the effort to shut that technology off to help improve our communication and share ideas.
We all know that our institutions need web governance, yet the road to this utopia always appears fraught with zombies. But without web governance, zombie content will continue to consume our site’s usability, travellers may be mislead by outdated information, and a culture of malaise keeps our sites from moving forward. This presentation will glean insights from cult hit “The Walking Dead” -- and from SUNY Oswego’s massive web redevelopment project -- to show that the journey to web governance is not so scary after all. Disclaimer: Knowledge of “The Walking Dead” is useful but not required; graphic violence is not anticipated; no humans or animals were harmed in the making of this presentation.