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.