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What are we going to talk about?

There’s No Crying in Content Management: How to Empower Your Website Authors Amy Filardo, Director, Web Communications Kim Hall, Assistant Director/Web Content Manager April Arnold, Web Editor Join the conversation #eduweb14 @ LoyolaMaryland. What are we going to talk about?.

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What are we going to talk about?

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  1. There’s No Crying in Content Management:How to Empower Your Website AuthorsAmy Filardo, Director, Web CommunicationsKim Hall, Assistant Director/Web Content ManagerApril Arnold, Web EditorJoin the conversation #eduweb14@LoyolaMaryland

  2. What are we going to talk about? You will leave this session with our top five tips for how to empower your content authors to maintain their websites

  3. A Content Crisis • Content was inconsistent, outdated, and inaccurate • Major overhaul of the website and web program helped us look at the issue in a new way • We developed a program to support the community and help solve our content issues

  4. A bit of background… • Web communications team was created in 2006 • Loyola website was managed by Technology Services • Decentralized model with little structure or templates • 2009 name change led to full rebranding effort • Significant resources were invested including a full website redesign and CMS • Spotlight on inconsistencies • Poor content was leading to bad user experiences

  5. Identifying the problems Visitors • Dated and non-branded Web pages • Inconsistent look and feel • Sites were not mobile friendly Content Owners • Disengaged users • Outdated training program • CMS had a bad brand on campus

  6. The results…

  7. Migration Over the course of 18 months we migrated over 150 sitesand learned a few things about empowering content authors.

  8. Tip # 1Use a “Reboot” to Create Content Cohesion

  9. Tip #1: Use a “Reboot” to Create Content Cohesion Start with a Clean Slate Rally all of your users for a common cause, such as: • Annual CMS upgrade • Rolling out a new or revised template • Migrating to a new CMS Anything that will make them take notice of you!

  10. Tip #1: Use a “Reboot” to Create Content Cohesion Get Management Buy-In • It gets everyone on the same page • This also gives you the approval you need if users push back

  11. Tip #1: Use a “Reboot” to Create Content Cohesion Define YOUR Goals We all have ulterior motives. What are yours? Our goals were to: • Bring all sites in-brand • Create a uniform template so we had more control • Remove outdated sites/content • Make users aware of the University’s larger marketing initiative • Improve Loyola’s overall online credibility

  12. Tip #1: Use a “Reboot” to Create Content Cohesion Sell It To Your Users The users don’t care about your goals. Note what they are struggling with and “sell” it to them. How are the changes going to make their life easier? We touted the new CMS, modern-looking and mobile-friendly design, enhanced features, and robust training program.

  13. Tip #1: Use a “Reboot” to Create Content Cohesion Sell It To Your Users Some examples: • CMS upgrade – bug fixes or new features • Updated template – mobile friendly, modern-looking • University-wide content audit – opportunity for one-on-one consultations and support they need Get them excited about the changes and they’ll refocus their attention on the site.

  14. Tip #1: Use a “Reboot” to Create Content Cohesion In Summary: Lay the groundwork! • Start with a clean slate • Get management buy-in • Define YOUR goals • Sell it to your users

  15. Tip #2Get Your Hands Dirty

  16. Tip #2: Get Your Hands Dirty Perform a Full Content Audit Allow plenty of time for this! This gives you an opportunity to: • Sort and prioritize sites • Put your thumb on the pulse of your site’s overall health • Identify some common pain points • Identify which users may be struggling the most

  17. Tip #2: Get Your Hands Dirty Get To Know All Of The Users Keep a list of your content owners and know which category they fall into: • Afraid of the CMS/technology • Not afraid, but not following best web practices • All-stars who know exactly what they’re doing Listen to their complaints; users need to be comfortable with their support team (YOU!)

  18. Tip #2: Get Your Hands Dirty Communicate, Communicate, Communicate! If you’re making drastic changes, keep the users informed. Make them feel like they are owning the changes (even if you have to turn down their requests). Be firm about deadlines and feedback (this is where management buy-in becomes crucial!) This often spurs them into action!

  19. Tip #2: Get Your Hands Dirty In Summary: Dig in to your CMS and get to know your users • Perform a content audit • Get to know all of your users • Communicate!

  20. Tip # 3Create Simple, User-Centered Policies

  21. Tip # 3: Create Simple, User-Centered Policies Establish Clear Lines of Responsibility Make sure users understand what they can do in the CMS versus what they need to go to you for. This empowers them to “own” the site, but still gives you control over larger changes and makes you the authority.

  22. Tip # 3: Create Simple, User-Centered Policies Have An Easy Way for Users to Contact You Always be available via email, phone, and IM for distraught users who are really struggling. For standard requests, create a web form or other structured process for users to request help. • Make it simple • Try to respond within 24 hours

  23. Tip # 3: Create Simple, User-Centered Policies Require All Users to Attend CMS Training Be strict about training requirements. Provide a thorough take-home document for them to refer back to after training. Provide additional resources (perhaps on a website) that outline additional policies related to accessibility, best web practices, university style, and SEO.

  24. Tip # 3: Create Simple, User-Centered Policies In Summary: Make your users less fearful of the system and have a structured process for them to follow. • Establish clear lines of responsibility • Have an easy way for users to contact you • Require all users to attend CMS training

  25. Next Up April Arnold will discuss the next two tips.

  26. Tip #4Train, Train, Train

  27. Tip #4: Train, Train, Train Set Up A Training Site Actual Site: Training Site:

  28. Tip #4: Train, Train, Train Cover the Basics Activity GuideCMS Basics: • What is CMS? • How is your website set up? • What responsibilities does a content author have? • How can you log in and what does it look like after you log in?

  29. Tip #4: Train, Train, Train Cover the Basics Activity Guide Activities include how to: • Log in and navigate CMS to make edits • Preview and publish a page • Insert a new page and images

  30. Tip #4: Train, Train, Train Cover the Basics Activity Guide After training: • Web team contact information • Web request form • Web standards

  31. Tip #4: Train, Train, Train Take it Home Quick Tips Sheet Includes step-by-step instructions: • Where to log in • How to navigate to the CMS • How to preview and publish a page

  32. Tip #4: Train, Train, Train Take it Home Quick Tips Sheet Troubleshooting: • Why is my image not displaying? • Why can’t I get to my document? • Why is my link not working?

  33. Tip #4: Train, Train, Train Take it Home Image Resizing • Reasons why you should resize images • Step-by-step guide to resizing images • What size files images should be in the CMS

  34. Tip #4: Train, Train, Train First Point of Contact

  35. Tip #4: Train, Train, Train In Summary: • Set up a training site • Cover critical basics in your training program • Send users home with step-by-step instructions • Be the first point of contact for your users

  36. Tip #5Create a Community

  37. Tip #5: Create a Community Content Owners Network What is it? • Over 200 employees and students across campus • Users are automatically added to the network • We communicate to CMS content authors through our website, emails, and events • Website includes all our training documents, web standards, and marketing guidelines • Periodic emails let content authors know about CMS upgrades, browser issues, and upcoming network events

  38. Tip #5: Create a Community One-on-One Sessions Helps content authors struggling with CMS Incentive for technically challenged Consultations For content authors already comfortable in CMS Educate them on tools available in CMS Events: • Lectures • Formulate an agenda • Pick a date and send an RSVP • Get a discussion going • Send a survey • Open Computer Labs • Encourages content updates • Easy set up

  39. Tip #5: Create a Community In Summary: Connect your users through: • A website with resources, policies, and guidelines • Emails that update users on browser issues and upgrades • Events that provide additional resources and forums for discussion

  40. Adapting Our Process Learn how we help our users feel: • comfortable in the CMS • empowered to create compelling content

  41. Classics Department Before: Navigation not effective; no universal academic experience for Loyola programs Better way to highlight faculty accomplishments and student opportunities

  42. Classics Department After: Navigation highlights key academic program information Students know what to expect in an academic website Content is broken up into portlets www.loyola.edu/classics

  43. Center for Community Service and Justice Before: Highly customized content not within current Loyola brand; student workers managing the majority of content Content authors apprehensive about going into a “template”

  44. Center for Community Service and Justice After: Site now within the current Loyola brand; maintain personalized content on site Student workers trained in new CMS and now maintain customized portlets www.loyola.edu/ccsj

  45. Office of International Programs Before: Highly customized content that content authors couldn’t update Navigation didn’t clearly walk students and parents through study abroad application process

  46. Office of International Programs After: Used special feature portlets to better chunk information Content authors have control over updating information Navigation walks students and parents through the study abroad process www.loyola.edu/studyabroad

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