From Order Takers to Web Custodians

How a team of 7 web professionals managed to transitionfrom taking phone calls to developing a processto ensure quality, support, accountability, and visibility. Prepared by Benny Jones Jr., Tammaye Murray, April 2013High Ed Web - Florida. Source: Liz Snow, Director, Web Services & Learning Management Technologies

Transcript

1. From Order Takers to Web Custodians How a team of 7 web professionals managed to transition from taking phone calls to developing a process to ensure quality, support, accountability, and visibility. Prepared by Benny Jones Jr., Tammaye Murray, April 2013 High Ed Web - Florida http://fl.highedweb.org/conference-schedule-and-venue/from-order-takers-to-web-custodians-within-2-years/
2. May I take your order? Discovery Production Culture Shock Rise of the Custodian Challenges Resources Questions & Answers Agenda Prepared by Benny Jones, Tammaye Murray, April 2013 From Order Takers to Web Custodians
3. Benny Jones Jr. From Order Takers to Web Custodians Web Producer Current Projects - Ernie Redesign (Intranet) Past Projects - Faculty Experts Site (C&M) - Admissions Blogs (Word Press)
4. Tammaye Murray From Order Takers to Web Custodians Information Architect Current Projects -New Intranet Architecture -Digital Catalog -WebTrends Upgrade Past Projects -Campus Website Architecture -Site Improve setup
5. About Embry-Riddle From Order Takers to Web Custodians For more information, visit http://www.embryriddle.edu Embry-Riddle Aeronautical University is the world's oldest, largest, and most prestigious university specializing in aviation and aerospace. It is the only fully accredited, aviation-oriented university in the world. Embry-Riddle educates students at residential campuses in Daytona Beach, Fla., and Prescott, Ariz., and through the Worldwide Campus with more than 150 locations in the United States, Europe, Asia, and the Middle East.
6. Web Services Team From Order Takers to Web Custodians Liz Snow Director Web Services Learning Mgt. Svcs. 1 Web Designer 1 Information Architect 4 Web Producer 1 Web Writer 1 CMS Admin Web Producer Work collaboratively with designers, developers, and business to facilitate design meetings, solution proposal sessions, identify project scope, objectives and requirements. Web Producer may utilize web publishing tools to implement requirements and requests made by the business. Information Architect Research and plan web interfaces, usability, and information on web user-facing systems and information. Collaborate with web designer and web producers to ensure web projects and information architecture are delivered with a high level of quality in accordance with web, marketing and brand standards. Web Designer Create design interfaces for new and existing sites and other interactive mediums; Work closely with IA and WP to both implement and suggest with new ways to use web technologies while adhering to and maintaining web, marketing and brand standards. Web Writer Partner with web team members, and business to create and edit content. Ensure editorial content is written and presented in a format that meets web usability standards and is consistent with design guidelines, web, marketing and brand standards.
7. ERAU Web Presence From Order Takers to Web Custodians
8. May I take your order? From Order Takers to Web Custodians What is order taking and what challenges does it cause? Image source: www.bottomlineperformance.com/learning-solutions-or-fast-food-orders
9. Order taking challenges From Order Takers to Web Custodians - No visibility - Lowers value of content - No traceability or accountability - May diminish reputation - Service redundancy and master mind - Work capacity inaccurate Image source: www.bottomlineperformance.com/learning-solutions-or-fast-food-orders
10. Discovery From Order Takers to Web Custodians How is work received and tracked? How are projects managed? Who knows what? Image source: http://beyondthebrochurela.com/2011/10//
11. Discovery From Order Takers to Web Custodians How is work received and tracked? o Phone, email, IT support software, paper, face-to-face Issues/Opportunities o No transparency o Rework o Inconsistent metrics o Work capacity o Project estimating Image source: http://beyondthebrochurela.com/2011/10//
12. Discovery From Order Takers to Web Custodians How are projects managed and communicated? o Excel, Quickbase, Web committee meetings Issues/Opportunities o Standards o Microsoft Project best practice o Project Management best practice *Review 2009 project plan next slide Image source: http://beyondthebrochurela.com/2011/10/ /
13. Discovery From Order Takers to Web Custodians
14. From Order Takers to Web Custodians
15. Discovery From Order Takers to Web Custodians
16. Discovery From Order Takers to Web Custodians Who knows what? o Skills matrix Issues/Opportunities o Discover skills gaps o Development opportunities o Assign service request o What needs to be outsourced *Review skills matrix next slide Image source: http://beyondthebrochurela.com/2011/10/ /
17. Discovery From Order Takers to Web Custodians Image source: http://beyondthebrochurela.com/2011/10/ /
18. Discovery From Order Takers to Web Custodians How much time spent on support/projects? o Time matrix Issues/Opportunities o Track time spent on support, projects, other o Can determine project capacity *Review time matrix next slide Image source: http://beyondthebrochurela.com/2011/10/ /
19. Discovery From Order Takers to Web Custodians
20. Discovery From Order Takers to Web Custodians How much time spent on support/projects? o 40hr work week = 32hrs o 8hr/day – 6.5 work hrs o 1.6hr slack: bio, water cooler, other o For projects resources aren’t allocated above 40% (32*.40=12hrs) Image source: http://beyondthebrochurela.com/2011/10/ /
21. From Order Takers to Web Custodians Production Support vs Projects
22. From Order Takers to Web Custodians Project Size Campus Impacts Effort Resource Requirements Duration for Delivery Simple 1 campus 5-10 days work 1-2 resources 1-2 months Moderate 1 or more campuses 11-25 days work 2-3 resources 2-4 months Complex 1 or more campuses 25+ days work 4 + resources 4+ months Project Size & Complexity
23. From Order Takers to Web Custodians Project Capacity Option Complex Moderate Simple A 2 1 B 1 2 C 3 D 2 2
24. Discovery From Order Takers to Web Custodians Review: - Discovery o Root cause o Skills matrix o Time matrix o Work capacity o Project sizing - Challenges o Backlog or project requests o Work intake silos o Non-standard PM practices Image source: http://beyondthebrochurela.com/2011/10/ /
25. Production From Order Takers to Web Custodians Image source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html / / Best Practice – Process – Standards Work intake process o Must use IT-Support Software for all work intake Project methodology o MS Project o Charter o Kickoff meeting o Project status
26. Production From Order Takers to Web Custodians Image source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html / / Best Practice – Process – Standards Work intake process o Must use IT Support software for all work intake Issues/Opportunities o Accountability, tracking, metrics o Visibility, decrease in rework o Value, ROI o Monitoring requests (Issue) *SNOW shown on next slide
27. From Order Takers to Web Custodians Ellucian: Software and Services for Higher Education www.ellucian.com IT Service Management - SNOW
28. From Order Takers to Web Custodians IT Service Management - SNOW
29. From Order Takers to Web Custodians IT Service Management - SNOW
30. From Order Takers to Web Custodians IT Service Management - SNOW Term Description Incident Task type used for reporting problems, errors, failures, etc Requests Task type used for reporting requests for enhancements. Task General term that refers to either an Incident or a Request. Triage Initial review of tasks submitted to the team in SNOW. This involves first review to ensure fields updated correctly and assignment to team member.
31. From Order Takers to Web Custodians IT Service Management - SNOW Team Priority Complexity Effort SLA Notifications / Escalations / Escalation Reports Incidents (Failures) Web Services All 50% within 1 day 80% within 2 days As per usual Incident SLAs Requests (Enhancements) Web Services Urgent / Simple <=1 d 70% within 1 day Reports Moderate <=3 d 60% within 3 days Reports Complex >10d As per project schedules Reports
32. Production From Order Takers to Web Custodians Image source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html / / Best Practice – Process – Standards Project methodology o Charter o Sponsor o Stakeholder committee o Steering committee o MS Project template o Kickoff meeting o Project status meetings o Project communication o Project documentation *Illustrations shown next slides
33. Production From Order Takers to Web Custodians
34. Production From Order Takers to Web Custodians
35. Production From Order Takers to Web Custodians
36. Production From Order Takers to Web Custodians
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38. Production From Order Takers to Web Custodians
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40. Production From Order Takers to Web Custodians Image source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html / / Review: Production o Best Practices o Process o Standards Challenges o Team pushback o Customer pushback o Lack of formal training about PM methodology
41. Culture Shock From Order Takers to Web Custodians Image source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html / / Department/Team o Change has to be top down o SOP for effectiveness Benefits o Visibility o Accountability o Value, ROI Challenges o Some customers will try to bend the rules o Senior managers need to follow protocol o Communicate process
42. Web Custodian From Order Takers to Web Custodians What is a web custodian? - Sets standards, trains, audits, shares knowledge - Evaluates all web content requests with regard to best practices in web design, information architecture and SEO while adhering to University web, marketing and brand standards.
43. Web Custodian From Order Takers to Web Custodians Content Strategy Planning for content creation, delivery, and governance. Web Custodian Evaluate all web content requests with regard to best practices in web design, information architecture and SEO while adhering to University web, marketing and brand standards. Information Architecture Determine navigation and navigation labels based on research, best practices, and peer review of other education institutions.
44. Web Custodian From Order Takers to Web Custodians Image source: link goes here / /
45. Web Custodian From Order Takers to Web Custodians
46. Web Custodian From Order Takers to Web Custodians WUG – Web Users Group Participants: - Content Owners Purpose: - Share info about webpages - Share tips and tricks - Discuss layout methods in CMS - ID problematic content types - Special topics: web design, web writing, SEO, Social Media - Recommend enhancements Frequency - Once a month every 2nd Wed CMS Training Participants: - Content Owners Purpose: - The course will provide a brief introduction to the use of CMS for managing website content in the University. Frequency - Once a month every 4th Wed SEO & Social Media Participants: - Web Services/Marketing Purpose: - Review, discuss and recommend SEO/SMO changes. Frequency - Once a month every Tue
47. Metrics & Website Usage From Order Takers to Web Custodians IT Web Team  25 sites, #pages, 7 resources • 381,000 visits January 2013 • 14% of these visits are from a mobile device • 43% increase in mobile last 3 months • 55,410 mobile device visits January 2013 • 31,243 mobile device visits November 2012 • 31% of these visits are from organic search • 73% organic search visits are from Google
48. Challenges From Order Takers to Web Custodians Web Strategy Web Services Marketing
49. Challenges From Order Takers to Web Custodians
50. Success Factors From Order Takers to Web Custodians • Branding o Review branding position and strategy • Web Analyst (SEO, Analytics, Usability) – additional resource • Marketing o Campus resource with direct or dotted line to M&C • Content Editors o Web Team as custodians – set standards, train, audit, share knowledge and expertise o Clarify roles and expectations of customer content editors o Fewer content editors that are web and tech savvy • Policies, Standards, Guidelines o Defined o Communicated and enforced • Planning o Regular meetings  Deans, COA, Marketing , IT  (Admissions, Mktg), IT • Functionality o Super users
51. Best Practices From Order Takers to Web Custodians User Survey Content Inventory Card Sort Site Map Content Creation/Migration Schedule Wireframes Graphical Mockups Usability Study (early and often) Prototype
52. Resources From Order Takers to Web Custodians Sites/Blogs Higher Ed Experts www.higheredexperts.com - EDUniverse http://www.eduniverse.org -Higher Ed Experts www.higheredexperts.com - Gerry McGovern www.gerrymcgovern.com -Steve Krug www.sensible.com - Jacob Nielsen www.useit.com - A List Apart www.alistapart.com White Papers Noel Levitz Higher Education Consultants -The Online expectations of Prospective College Students and Their Parents -2012 E-Expectations Report: Students and Parents - 2012 Marketing and Student Recruitment Practices Report Books Content Strategy Web Content Web Redesign Web Usability
53. Tools From Order Takers to Web Custodians All images sources are copyrighted respective to the owner. / /
54. Questions From Order Takers to Web Custodians