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 - 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

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
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/
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17. Discovery
From Order Takers to Web Custodians
Image source: http://beyondthebrochurela.com/2011/10/
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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/
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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/
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25. Production
From Order Takers to Web Custodians
Image source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
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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
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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
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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

37. From Order Takers to Web Custodians

38. Production
From Order Takers to Web Custodians

39. From Order Takers to Web Custodians

40. Production
From Order Takers to Web Custodians
Image source: http://www.oracle-apps-training-online.com/oracle-work-in-process.html
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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
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Department/Team
o Change has to be top down
o SOP for effectiveness
Benefits
o Visibility
o Accountability
o Value, ROI
Challenges
oSome customers will try to
bend the rules
oSenior managers need to
follow protocol
oCommunicate 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
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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 ServicesMarketing

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.
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54. Questions
From Order Takers to Web Custodians