Order takers-web-custodians-pruned

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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. Source: Liz Snow, Director, Web Services & Learning Management, Embry-Riddle Aeronautical University. Link: http://fl.highedweb.org/conference-schedule-and-venue/from-order-takers-to-web-custodians-within-2-years

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  • Benny works for Embry-Riddle Aeronautical University as a Web Producer where he is responsible for managing web projects. Benny has earned Search Engine Marketing certifications with Search Engine Marketing Professional Organization (SEMPO) and WebCEO. Benny is a graduate of the University of Florida and earned an MBA with emphasis in entrepreneurism and is passionate about technology, marketing, and wellness strategies.
  • Tammaye works for Embry-Riddle Aeronautical University as an Information Architect where she oversees the organization, navigation and labeling of thousands of pages across the university’s web presence, and she brings a passion for both findability and usability to her role. Tammaye holds undergraduate degrees in journalism and graphic design, and earned a master’s degree in Interactive Communication from Florida State University in 1998.
  • 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.
  • You have all heard this before and it starts with can you make this change to this or that… Or can I have another navigation link label etc… Order taking is developing, correcting, and modifying web sites/assets without regard to your organization’s policies, business processes, industry best practices, or user data. In addition, order taking is often not documented and often received verbally or via phone and email, and not input into any support application system. Image: www.bottomlineperformance.com%2Flearning-solutions-or-fast-food-order
  • No visibility: The intake wasn’t input into a IT support application Value: If no one knows what you’re doing it can lower your value within the organization/enterprise Traceability/Accountability: Again, without being able to reference the intake in the system there’s no traceability or more important accountability. For example, if someone calls you and you’re out of the office or if a customer sends you an email and you miss it and don’t respond for days/weeks – your reputation could be damaged. Redundancy/Mastermind: When work intake is input into a IT support app where all team members can view all work, you can see redundancies or trends to either remove dupes or create solutions through brain-storm/master-mind Capacity: If you’re receiving all your work through phone and email how can managers determine/forecast capacity (ie: how much support/maintenance and project capacity). Without data from IT support app, it’s extremely hard for managers to communicate to customers/leadership without [capacity] metrics to show work volume to justify pushback /OT/FTE. Image: www.bottomlineperformance.com%2Flearning-solutions-or-fast-food-orders
  • Order taking often begets silos: pockets of information that 1 individual has that could be used to improve csr for the entire team. In addition, order taking causes inefficiencies with work capacity and project sizing and often times you can’t justify the pushback/OT/FTE with no metrics. Image: http://beyondthebrochurela.com/2011/10/ /
  • Shadow: How is work received and tracked Liz shadowed each web producer observing our work methods and asking questions. Order taking often begets silos: pockets of information that 1 individual has that could be used to improve csr for the entire team. In addition, order taking causes inefficiencies with work capacity and project sizing and often times you can’t justify the pushback/OT/FTE with no metrics. Image: http://cathyberggren.com/tag/shadow/ Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause How are projects managed and communicated Excel, Quickbase, Web committee meetings ** The team was inconsistent from producer to producer in how web projects were managed and communicated - Issues MSP best practice PMP best practice ** Team didn’t follow PM best practices: MSP as project tool, kickoff meetings, sponsor, steering committee, weekly team meetings, weekly project status email Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause How are projects managed and communicated Excel, Quickbase, Web committee meetings ** The team was inconsistent from producer to producer in how web projects were managed and communicated - Issues MSP best practice PMP best practice ** Team didn’t follow PM best practices: MSP as project tool, kickoff meetings, sponsor, steering committee, weekly team meetings, weekly project status email Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause How are projects managed and communicated Excel, Quickbase, Web committee meetings ** The team was inconsistent from producer to producer in how web projects were managed and communicated - Issues MSP best practice PMP best practice ** Team didn’t follow PM best practices: MSP as project tool, kickoff meetings, sponsor, steering committee, weekly team meetings, weekly project status email Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause How are projects managed and communicated Excel, Quickbase, Web committee meetings ** The team was inconsistent from producer to producer in how web projects were managed and communicated - Issues MSP best practice PMP best practice ** Team didn’t follow PM best practices: MSP as project tool, kickoff meetings, sponsor, steering committee, weekly team meetings, weekly project status email Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause - Who knows what Skills matrix - Issues/Opportunities Discover skills gaps Development opportunities Assign service request What needs to be outsourced Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause - Who knows what Skills matrix - Issues/Opportunities Discover skills gaps Development opportunities Assign service request What needs to be outsourced Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause - How much time do spent on support/projects Time matrix - Issues/Opportunities Track time spent on support, projects, other Can determine project capacity ** By estimating time spent on support and projects you can start to determine work capacity Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause - How much time do spent on support/projects Time matrix - Issues/Opportunities Track time spent on support, projects, other Can determine project capacity ** By estimating time spent on support and projects you can start to determine work capacity Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause How much time spent on support/projects (resource allocation) 40hr work week = 32hrs 8hr/day – 6.5 work hrs 1.6hr slack: bio, water cooler, other For projects resources aren’t allocated above 40% (32*.40=12hrs) ** By estimating time spent on support and projects you can start to determine work capacity Image: http://beyondthebrochurela.com/2011/10/
  • Discover root cause Support vs Projects work capacity in hours per year B1: 6 team members B2: Each team member has 2080 hours available B3: 6 X 2080 = 12480 hours available B4: Adjusted B3 for administrative tasks .8 B5: 9984 hours available for projects/support B7: 47% allotted for support (9984 - 5252=4732) B8: 53% allotted for projects (9984 – 4732=5252) B9: 2.5 FTE (What ?) B11: Project time per team member per week X 52 weeks/yr X 6 team members = 5252 ** By estimating time spent on support and projects you can start to determine work capacity Image: http://beyondthebrochurela.com/2011/10/
  • ** By estimating time spent on support and projects you can start to determine work capacity and develop a simple project sizing methodology to take to senior leadership.
  • ** By estimating time spent on support and projects you can start to determine work capacity and project size and complexity
  • Discover root cause - How much time do spent on support/projects Time matrix - Issues/Opportunities Track time spent on support, projects, other Can determine project capacity ** By estimating time spent on support and projects you can start to determine work capacity Image: http://beyondthebrochurela.com/2011/10/
  • Image: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
  • Image: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
  • Image: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
  • Image: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
  • Image: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
  • Image: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
  • Work intake metrics
  • Best Practice – Process – Standards Project methodology Charter, Sponsor Stakeholder committee Steering committee MS Project template Kickoff meeting Project status meetings Project communication Project documentation Image: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
  • Committees
  • Project status agenda
  • Project status email
  • Project repository
  • Review - Production Best Practices Process Standards **BPS gets the team to a point where visibility, metrics, and capacity can show value and roi to senior leadership. Can also use data to advocate for overtime/fte etc - Challenges Pushback about SNOW Pushback about time estimates Lack of formal training about PM methodology **Team wasn’t happy about having to enter every request because it’s time consuming, in addition, to the time estimate tracking that proceeded this phase ** No one on the team had any formal project management training. Image: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
  • Department/Team Change has to be top down SOP for effectiveness ** Must be SOP for every team in the department to be effective; otherwise you will confuse and frustrate customers with inconsistency Benefits Visibility Accountability Value, ROI ** Continue to communicate the benefits to team and customers Challenges Some customers will try to bend the rules Snr mgrs need to follow protocol Communicate process ** Some customers will try to bend the rules and you have to stay firm. Moreover, some snr mgrs will think they are above the law and you need to handle on case by case (probably going to have to submit their requests on their behalf). Image: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
  • - What is a web custodian
  • - What is a web custodian
  • Content Production Strategy * After reading the book Content Strategy by Kristina Halvorson, we added this methodology as a part of our web production process and it’s baked into our web project template. Each CS component is evaluated for feasibility and maybe removed depending on the project size, needs, and goals.
  • Addendum to the Web Policy Style Guide * The Web Style Policy, this Addendum, and Embry-Riddle’s Brand Identity Graphic Standards Guidelines govern the use of the colors, fonts, logos, graphics, etc. that define the Embry-Riddle brand.
  • Web Custodian methods WUG & CMS training * Self Explanatory
  • Metrics & Reporting
  • Strategy should be co-managed by Marketing and Web Services currently Web Services drives the strategy
  • Strong web project and content production methodology but our distributed content management approach is a gap in our content marketing (editorial strategy)
  • Order takers-web-custodians-pruned

    1. 1. From Order Takers to Web CustodiansHow 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 - Floridahttp://fl.highedweb.org/conference-schedule-and-venue/from-order-takers-to-web-custodians-within-2-years/
    2. 2. May I take your order?DiscoveryProductionCulture ShockRise of the CustodianChallengesResourcesQuestions & AnswersAgendaPrepared by Benny Jones, Tammaye Murray, April 2013From Order Takers to Web Custodians
    3. 3. Benny Jones Jr.From Order Takers to Web CustodiansWeb ProducerCurrent Projects- Ernie Redesign (Intranet)Past Projects-Faculty Experts Site (C&M)-Admissions Blogs (Word Press)
    4. 4. Tammaye MurrayFrom Order Takers to Web CustodiansInformation ArchitectCurrent Projects-New Intranet Architecture-Digital Catalog-WebTrends UpgradePast Projects-Campus Website Architecture-Site Improve setup
    5. 5. About Embry-RiddleFrom Order Takers to Web CustodiansFor more information, visit http://www.embryriddle.eduEmbry-Riddle Aeronautical University isthe worlds oldest, largest, and mostprestigious university specializing inaviation and aerospace. It is the onlyfully accredited, aviation-orienteduniversity in the world. Embry-Riddleeducates students at residentialcampuses in Daytona Beach, Fla., andPrescott, Ariz., and through theWorldwide Campus with more than 150locations in the United States, Europe,Asia, and the Middle East.
    6. 6. Web Services TeamFrom Order Takers to Web CustodiansWeb ProducerWork collaboratively withdesigners, developers, andbusiness to facilitate designmeetings, solution proposalsessions, identify project scope,objectives and requirements.Web Producer may utilize webpublishing tools to implementrequirements and requests madeby the business.Information ArchitectResearch and plan web interfaces,usability, and information on webuser-facing systems andinformation. Collaborate with webdesigner and web producers toensure web projects andinformation architecture aredelivered with a high level of qualityin accordance with web, marketingand brand standards.Web DesignerCreate design interfacesfor new and existing sitesand other interactivemediums; Work closelywith IA and WP to bothimplement and suggestwith new ways to use webtechnologies whileadhering to andmaintaining web,marketing and brandstandards.Web WriterPartner with web teammembers, and business tocreate and edit content.Ensure editorial content iswritten and presented in aformat that meets webusability standards and isconsistent with designguidelines, web, marketingand brand standards.
    7. 7. ERAU Web PresenceFrom Order Takers to Web Custodians
    8. 8. May I take your order?From Order Takers to Web CustodiansWhat is order takingand what challenges does it cause?Image source: www.bottomlineperformance.com/learning-solutions-or-fast-food-orders
    9. 9. Order taking challengesFrom Order Takers to Web Custodians- No visibility- Lowers value of content- No traceability oraccountability- May diminish reputation- Service redundancy andmaster mind- Work capacity inaccurateImage source: www.bottomlineperformance.com/learning-solutions-or-fast-food-orders
    10. 10. DiscoveryFrom Order Takers to Web CustodiansHow is work receivedand tracked?How are projectsmanaged?Who knows what?Image source: http://beyondthebrochurela.com/2011/10//
    11. 11. DiscoveryFrom Order Takers to Web CustodiansHow is work received and tracked?o Phone, email, IT supportsoftware, paper, face-to-faceIssues/Opportunitieso No transparencyo Reworko Inconsistent metricso Work capacityo Project estimatingImage source: http://beyondthebrochurela.com/2011/10//
    12. 12. DiscoveryFrom Order Takers to Web CustodiansHow are projects managedand communicated?o Excel, Quickbase, Webcommittee meetingsIssues/Opportunitieso Standardso Microsoft Project bestpracticeo Project Managementbest practice*Review 2009 project plan nextslideImage source: http://beyondthebrochurela.com/2011/10//
    13. 13. DiscoveryFrom Order Takers to Web Custodians
    14. 14. From Order Takers to Web Custodians
    15. 15. DiscoveryFrom Order Takers to Web Custodians
    16. 16. DiscoveryFrom Order Takers to Web CustodiansWho knows what?o Skills matrixIssues/Opportunitieso Discover skills gapso Developmentopportunitieso Assign service requesto What needs to beoutsourced*Review skills matrix next slideImage source: http://beyondthebrochurela.com/2011/10//
    17. 17. DiscoveryFrom Order Takers to Web CustodiansImage source: http://beyondthebrochurela.com/2011/10//
    18. 18. DiscoveryFrom Order Takers to Web CustodiansHow much time spent onsupport/projects?o Time matrixIssues/Opportunitieso Track time spent onsupport, projects, othero Can determine projectcapacity*Review time matrix next slideImage source: http://beyondthebrochurela.com/2011/10//
    19. 19. DiscoveryFrom Order Takers to Web Custodians
    20. 20. DiscoveryFrom Order Takers to Web CustodiansHow much time spent onsupport/projects?o 40hr work week = 32hrso 8hr/day – 6.5 work hrso 1.6hr slack: bio, watercooler, othero For projects resourcesaren’t allocated above40% (32*.40=12hrs)Image source: http://beyondthebrochurela.com/2011/10//
    21. 21. From Order Takers to Web CustodiansProduction Support vs Projects
    22. 22. From Order Takers to Web CustodiansProject Size Campus Impacts EffortResourceRequirementsDurationfor DeliverySimple 1 campus 5-10 days work 1-2 resources 1-2 monthsModerate 1 or more campuses 11-25 days work 2-3 resources 2-4 monthsComplex 1 or more campuses 25+ days work 4 + resources 4+ monthsProject Size & Complexity
    23. 23. From Order Takers to Web CustodiansProject CapacityOption Complex Moderate SimpleA 2 1B 1 2C 3D 2 2
    24. 24. DiscoveryFrom Order Takers to Web CustodiansReview:-Discoveryo Root causeo Skills matrixo Time matrixo Work capacityo Project sizing-Challengeso Backlog or projectrequestso Work intake siloso Non-standard PMpracticesImage source: http://beyondthebrochurela.com/2011/10//
    25. 25. ProductionFrom Order Takers to Web CustodiansImage source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html//Best Practice – Process – StandardsWork intake processo Must use IT-SupportSoftware for all work intakeProject methodologyo MS Projecto Chartero Kickoff meetingo Project status
    26. 26. ProductionFrom Order Takers to Web CustodiansImage source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html//Best Practice – Process – StandardsWork intake processo Must use IT Support softwarefor all work intakeIssues/Opportunitieso Accountability, tracking, metricso Visibility, decrease in reworko Value, ROIo Monitoring requests (Issue)*SNOW shown on next slide
    27. 27. From Order Takers to Web CustodiansEllucian: Software and Services for Higher Educationwww.ellucian.comIT Service Management - SNOW
    28. 28. From Order Takers to Web CustodiansIT Service Management - SNOW
    29. 29. From Order Takers to Web CustodiansIT Service Management - SNOW
    30. 30. From Order Takers to Web CustodiansIT Service Management - SNOWTerm DescriptionIncident Task type used for reporting problems, errors,failures, etcRequests Task type used for reporting requests forenhancements.Task General term that refers to either an Incidentor a Request.Triage Initial review of tasks submitted to the team inSNOW. This involves first review to ensurefields updated correctly and assignment toteam member.
    31. 31. From Order Takers to Web CustodiansIT Service Management - SNOWTeam Priority Complexity Effort SLA Notifications /Escalations /Escalation ReportsIncidents (Failures)Web Services All 50% within 1 day80% within 2 daysAs per usual IncidentSLAsRequests (Enhancements)Web Services Urgent / Simple <=1 d 70% within 1 day ReportsModerate <=3 d 60% within 3 days ReportsComplex >10d As per projectschedulesReports
    32. 32. ProductionFrom Order Takers to Web CustodiansImage source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html//Best Practice – Process – StandardsProject methodologyo Chartero Sponsoro Stakeholder committeeo Steering committeeo MS Project templateo Kickoff meetingo Project status meetingso Project communicationo Project documentation*Illustrations shown next slides
    33. 33. ProductionFrom Order Takers to Web Custodians
    34. 34. ProductionFrom Order Takers to Web Custodians
    35. 35. ProductionFrom Order Takers to Web Custodians
    36. 36. ProductionFrom Order Takers to Web Custodians
    37. 37. From Order Takers to Web Custodians
    38. 38. ProductionFrom Order Takers to Web Custodians
    39. 39. From Order Takers to Web Custodians
    40. 40. ProductionFrom Order Takers to Web CustodiansImage source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html//Review:Productiono Best Practiceso Processo StandardsChallengeso Team pushbacko Customer pushbacko Lack of formal training aboutPM methodology
    41. 41. Culture ShockFrom Order Takers to Web CustodiansImage source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html//Department/Teamo Change has to be top downo SOP for effectivenessBenefitso Visibilityo Accountabilityo Value, ROIChallengesoSome customers will try tobend the rulesoSenior managers need tofollow protocoloCommunicate process
    42. 42. Web CustodianFrom Order Takers to Web CustodiansWhat is a web custodian?- Sets standards, trains, audits,shares knowledge- Evaluates all web content requestswith regard to best practices in webdesign, information architecture andSEO while adhering to Universityweb, marketing and brandstandards.
    43. 43. Web CustodianFrom Order Takers to Web CustodiansContent StrategyPlanning forcontent creation,delivery, andgovernance.Web CustodianEvaluate all webcontent requests withregard to best practicesin web design,information architectureand SEO whileadhering to Universityweb, marketing andbrand standards.Information ArchitectureDetermine navigation andnavigation labels based onresearch, best practices,and peer review of othereducation institutions.
    44. 44. Web CustodianFrom Order Takers to Web CustodiansImage source: link goes here//
    45. 45. Web CustodianFrom Order Takers to Web Custodians
    46. 46. Web CustodianFrom Order Takers to Web CustodiansWUG – Web Users GroupParticipants:- Content OwnersPurpose:- Share info about webpages-Share tips and tricks-Discuss layout methods inCMS-ID problematic content types-Special topics: web design,web writing, SEO, Social Media-Recommend enhancementsFrequency-Once a month every 2ndWedCMS TrainingParticipants:- Content OwnersPurpose:- The course will providea brief introduction to theuse of CMS for managingwebsite content in theUniversity.Frequency-Once a month every 4thWedSEO & Social MediaParticipants:- Web Services/MarketingPurpose:- Review, discuss andrecommend SEO/SMOchanges.Frequency-Once a month every Tue
    47. 47. Metrics & Website UsageFrom Order Takers to Web CustodiansIT 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. 48. ChallengesFrom Order Takers to Web CustodiansWeb StrategyWeb ServicesMarketing
    49. 49. ChallengesFrom Order Takers to Web Custodians
    50. 50. Success FactorsFrom Order Takers to Web Custodians• Brandingo Review branding position and strategy• Web Analyst (SEO, Analytics, Usability) – additional resource• Marketingo Campus resource with direct or dotted line to M&C• Content Editorso Web Team as custodians – set standards, train, audit, share knowledgeand expertiseo Clarify roles and expectations of customer content editorso Fewer content editors that are web and tech savvy• Policies, Standards, Guidelineso Definedo Communicated and enforced• Planningo Regular meetings Deans, COA, Marketing , IT (Admissions, Mktg), IT• Functionalityo Super users
    51. 51. Best PracticesFrom Order Takers to Web CustodiansUser SurveyContent InventoryCard SortSite MapContent Creation/Migration ScheduleWireframesGraphical MockupsUsability Study (early and often)Prototype
    52. 52. ResourcesFrom Order Takers to Web CustodiansSites/BlogsHigher Ed Expertswww.higheredexperts.com- EDUniversehttp://www.eduniverse.org-Higher Ed Expertswww.higheredexperts.com- Gerry McGovernwww.gerrymcgovern.com-Steve Krugwww.sensible.com- Jacob Nielsenwww.useit.com- A List Apartwww.alistapart.comWhite PapersNoel Levitz HigherEducation Consultants-The Online expectations ofProspective CollegeStudents and Their Parents-2012 E-ExpectationsReport: Students andParents- 2012 Marketing andStudent RecruitmentPractices ReportBooksContent Strategy Web ContentWeb Redesign Web Usability
    53. 53. ToolsFrom Order Takers to Web CustodiansAll images sources are copyrighted respective to the owner.//
    54. 54. QuestionsFrom Order Takers to Web Custodians

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