implementing web content management in a multicampus, geographically dispersed environment rick...
TRANSCRIPT
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Implementing Web Content Management in a Multicampus,
Geographically Dispersed Environment
Rick CoonsIT Manager
Commonwealth Campuses
Dan MrozDirector, IT
Penn State Mont Alto
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Introduction
• Background/Planning
• Implementation
• Lessons Learned
• Current State
• The Road Ahead
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Background/Planning
• Penn State’s Commonwealth College– 12 Undergraduate campuses located
throughout the state
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Background/Planning
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Background/Planning
The Problem:– Inconsistency– High quality variance– Spotty compliance with policies & standards– Responsibility for content generally resides
with one person on campus– Designs lacked appeal
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Background/Planning
Vision:– “One University Geographically Dispersed”– Provide a unifying theme while bolstering
quality of content and appealing to prospective students
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Background/Planning
Goals:– Appeal to target market– Establish common navigation elements– Make experts responsible for content– Provide unifying theme– Allow flexibility to retain local flavor– The usual CMS goals:
• Ease of Editing• Standard Templates• Version Control
• Backup/Archive• Workflow Mgmt• Metadata Mgmt
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Background/Planning
Fringe Benefits for Techies:– Consolidation of resources– IT staff freed up to do other things
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Existing Infrastructure
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Planned Infrastructure
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Existing Organization
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Unified Web Team (UWT)
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Background/Planning
• Campus Perspective– Top > Down Approach
• Chancellor – Campus Project Manager– Introduction to campus community (buy-in)– Why we needed this: Congruency, Disability Laws,
Human Resources, Economies of Scale, Marketing, Greater Autonomy, Decentralized Control.
– Developing a Local Team• Mixture of talent and perspectives
– Marketing, Academic Affairs, Admission, Technical
• Charged by the Chancellor
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Implementation
• Design– Focus Groups– Usability Studies– Site Maps
• Identification and Review of Content– Existing– Desired– Storyboards
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Implementation
• Campus Perspective– Campus Web Team
• Training of local web team– Technical Caveats of RedDot CMS
» Web Team» ITS Support Team
– Organizational Requirements» Formatting» Policy» AD Requirements (ALT Tags)
• Development of Initial Procedures– K.I.S.S. Rule– Flow Charts / Storyboard Presentations– Naming Conventions– Team Assignments
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Site Map / Breakdown
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Content Areas / Tools
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Implementation
• RedDot Content Management System (CMS)– Why RedDot?
• Fit our timeline• Relative ease of use
– Ag - Partnership
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Presentation Prior to Implementation
• Why not train prior to rollout!• Background on the project (reinforcement / buy-
in)• Site Map / Storyboards• Project Contact (Team Member)• Support Sources
– ITS Helpdesk, Email Support
• We will train you later! – What you can expect!
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Presentation After Implementation
• Background on the project– (reinforcement / buy-in)
• Site Map(s) / Storyboards• Project Contact (Team Member)• Support Sources
– ITS Helpdesk, Email Support
• Training – Let’s take a closer look…
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Training• Tiered Training Approach
– Group Training (Hands On - Lab)
– Reinforced with Video Presentations
– Online Q&A Sessions
– Paper Documentation (.pdf / .doc)
– Website – Offering• Additional Recorded Video• Written “How-To” guides
– Email / Telephone Support
– Campus Web Team Contact
– One-on-One
– You may need to quit!
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Frankly, Sometimes It Drove Us All Nuts!
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The Technologies We Used to Be Successful
• PowerPoint/Visio– Provide it visually!– Explain it with examples!
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Centra / Breeze (Adobe Connect)
• Break – The Visual Communication Barriers• Recordings• Geographical Barriers• Remote Control
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Teaching with Technology
• Camtasia– Visual and Voice
Instruction– Can be used by the
community– Accessible and convenient
• Written Instructions– Offered by many– Illustrations were key– Helpful with new versions– Initial RedDot Manual
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More Tools – Web AppsWebsite
• Also integrated into SharePoint
• An attempted to share training documents
• Provide updates on new software revisions
• Contact information
FootPrints• Helpdesk ticket
system• Tracking
• Time to resolve• Issue per campus• Need for Increased
Training• Problem areas• Knowledgebase
Microsoft
SharePoint• Facilitated Online
Collaboration
• Document Sharing
• Centralized Storage for Administrative and Training Documents
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Administrative Tools
• Urchin
• Access Logs
• MarketingInformation
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Campus – Lessons Learned
• Buy-in / Trust / Top-Down Support was imperative!• Tiered Training Works• Learning Curve – Overall Acceptance• Some just weren’t comfortable• Continued Support
– Technologies• New Versions• Web Technologies
– People• Need a reminder to update now and then• Refresher course on RedDot• Network of users that collaborate and assist others
– Project Managers & Web Team• Continue to meet and improve
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Global – Lessons Learned
• Simultaneous re-design/CMS implementation– Tech Team: Significant Challenges– Campus: Smart Move
• Culture Change– Common Look / Feel – Still Individualism– Resistance to decentralized control– Learning Curve– Over time / accepted / enjoyed
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Current State
• Re-organization– New Leadership– Loss of Marketing Director– Gained 7 Campuses
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2005 Campus Reorganization
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Reorganization
X
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Reorganized Web Team
Central Technical
Team
Web Standardsand Design
Team
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The Road Ahead
• Shared Governance– Continued Support– Central Investment in Continued Development
• Shared Infrastructure
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Summary• Dan’s Thoughts
– Initially well planned and thought out– Buy-in, understanding of need – essential– Well presented & Supported = Success– Collaboration and culture was an added bonus!– Rick and I get to have a beer together every now and
then!
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Summary• Rick’s Thoughts
– Created illusion of being well planned and thought out– 3Cs– Tools can make a difference, but …– … it’s still the people that make it happen– Dan and I get to have a beer together every now and
then!