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CHI-WEB  November 2002, Week 2

CHI-WEB November 2002, Week 2

Subject:

Summary (Seriously overdue): Role of Web Coordinators in Intranet (or web) Publishing

From:

William Hudson <[log in to unmask]>

Reply-To:

[log in to unmask]

Date:

Fri, 8 Nov 2002 06:41:37 -0000

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (178 lines)

Re-posted on behalf of [log in to unmask] (due to some technical problems).

Dear CHI-WEBsters,

Firstly, please accept my apologies for the delay summarising this posting.  There were four responses.   Because each of the answers is based on experience within organisations with very different business and technical environments, I felt it would be insufficient to simply summarise them, so I have provided a short summary below followed by fuller (though slightly summaried) responses at the bottom.  

SUMMARY OF RESPONSES

* Response #1
For my money, Sarah gets the gold star.  She clearly has a commitment to user-centred design and, from the sounds of it, was able to translate this into a successful Intranet publishing model.  To summarise her main points:
1. Decentralised web 'editors' (formerly called 'gatekeepers') need enthusiasm and special skills in online useability, not in HTML or other technical aspects of site management.  Hence the choice of the term 'editor' to convery this skillset.  They also need strong management support for their role.
2. Decentralised web 'editors' were essential in the UK Environment Agency's publishing model to enable the central team to service the whole organisation.  The centralised team focussed its efforts on training editors who, in turn, did most of the work with publishers.
3. At the time Sarah left the UK Environment Agency, the proportion of editors to staff was set to rise from 150 for 12000 staff (1:80) to 300 for 12000 staff (1:40).  Sarah claims Microsoft has double that number (1:20).

Sarah also referred to a paper she gave at the Online Information 2001 conference, the short transcript of which I found worthwhile reading.
See:  Moving towards a 'grown up' intranet
http://www.online-information.co.uk/proceedings/online/2001/agarwal_s.asp

* Response #2
A clear example of a failed intranet publishing model, or 'How not to empower your web publishers'.  

* Response #3
Decentralised 'web liaisons'.  Focus on training and awareness in web useability, with emerging standards, checklists and other tools for liaisons.  A 'web working group' meets biweekly.  Ratio of liasons to staff varies from 1:12 to 1:700.

* Response #4
Decentralised 'webmaster/web development specialist'.  Includes some technical site management functions.  Ratio of liasons to staff 1:25/30.

EDITOR'S COMMENT

In my organisation, we began with a very strong focus on user-centred design, even to the extent of making training in the Information Mapping methodology (R) a prerequisite for intranet authoring.  While we are ever thankful that we set such a high quality standard on day 1, we have since found that expecting the average Joe or Mary to become web authors on top of their existing workloads is simply unrealistic.  We are currently consulting with areas across the organisation to develop a full set of web publishing roles and responsibilities and I feel certain that we will make a distinction between subject matter experts and specialist web editors.  I like Sarah's model and can see us adopting something similar.  

If anyone has alternative opinions or suggestions, I would be very grateful to hear them.

Cheers,

john 

John Castley
Web Services Section 
Department of Immigration and Multicultural and Indigenous Affairs
Ph:  02 6264 1183
Fax: 02 6264 2437
e:   [log in to unmask]

****************Role of Web Coordinators Response #1****************

Contributor:  Sarah Agarwal, ex-Intranet Manager of the UK Environment Agency (12000 employees)

[Ed's note:  The following is a paraphrased description of the intranet in question:]
* home grown CMS ('cheap and very effective') implemented for a number of reasons including:
- cost effectiveness,
- removes need for contributors to be technically skilled,
- greater consistency in look and feel, and
- reduced reliance on centralised team, thereby freeing them to train 'gatekeepers' and improve quality of content.
* centralised intranet team of 8 people
* strong commitment to useability and user-centred design
* intranet publishing roles within the agency very successful in achieving high quality content for users ('raising awareness about quality issues is essential and improving quality is a slow process. our intranet was a long way from perfect, but it was the most useful of the intranets I'd seen in action in the UK, apart from Microsoft's. It was also one of the cheapest.')

1. What do you call your web coordinators?
gatekeepers. however, we had decided just before I left to change it to 'editors'. we found that those people who described themselves as editors saw their role as being about quality more than just the administrative uploading of documents.

2.  At what level within the organisational heirarchy do you believe web coordinators offer the most value, ie at a higher level to provide distance from subject matter experts, at a lower level where information is 'owned', or somewhere in between?
I think it's different for each department in the organisation. What's important is that the  gatekeeper is trained, understands the issues and wants to do the work, and that their manager supports their work and makes time for them to do it. We did a study comparing the effectiveness of individual gatekeepers with the amount of support they get from their managers. We found that, with few exceptions, the two went hand-in-hand.

3. Have you identified an ideal ratio of staff to coordinators in your organisation?
No. The amount of editors needed depends on the amount of information that needs publishing, rather than the amount of staff. We had about 150 for 12,000 staff. We predicted this would rise to about 300, based on the amount of potentially useful content that was missing from the intranet. However, Microsoft had a similar amount of editors for less than half the staff count (in Uk).

4. What roles do coordinators play in your publishing model?
There were two roles, although not formally so. Most of the gatekeepers pretty much processed documents and other stuff for sending through to us for formatting and publishing. The other type did more editorially, doing much of the formatting themselves, being more selective. Some of them also did their own publishing (see above). By introducing the cms, we were pushing for more of the second type and less of the first. And it was beginning to happen before I left.

5. What skills do you consider are most critical for web coordinators to perform their role successfully?
- they need to personally interested and enthusiastic
- they need to be given the time and senior support within their own departments
- they need to have training from central team in order to understand quality issues and basic usability
- they need to be able to feel part of a wider group of editors (online discussion groups, local meetings, etc)
- they need NOT to be on a personal hobby horse, by this I mean that they want to produce their own mini-intranet, with their own look and feel, rather than contributing to the wider intranet. the usability ramifications of this behaviour are awful.

6. How does your intranet (or web) team engage with web coordinators to ensure skills development and support?
- training
- each gatekeeper is assigned an individual within the intranet team who they deal with. they form personal and collaborative relationships - honestly, i'm not just doing management wishful thinking. having said that, my team were a very friendly, personable bunch who were good at the people stuff.
- we also did a bi-montly newsletter which highlighted good practice.
- we kept it really informal and chatty with lots of talking on the phone and not too much emailing.

7. How does your intranet (or web) team engage with authors in the publishing process?
the gatekeepers did all the talking with the authors. however, we made ourselves available to give advice to anyone - gatekeepers or authors.

8. Finally [phew!], are there any other critical success factors that I have not covered above?
i think that a usable intranet needs to have consistency, and in order to ensure that, you sometimes need to crack a whip!! as you can see from above, this wasn't my style and was a very last resort - i only did it once or twice to stop people publishing complete nonsense. in this case you need to have senior support for your approach. document it and be ready and able to prove to people, particularly gatekeepers, that your approach means that users will use their stuff more, eg, do usability testing and publish the results.

be aware that an intranet is about change management. make sure that those who need the skills to deal with this have them. I did a presentatin for the Online Information 2001 conference about this - it might still be available online.
[Ed's Note:  Yes, it can be found at: 
http://www.online-information.co.uk/proceedings/online/2001/agarwal_s.asp ]

Sarah Agarwal
Project Manager
Institute for Learning and Research Technology
University of Bristol
0117 928 7192
www.ilrt.bris.ac.uk/id

****************Role of Web Coordinators Response #2****************

[Ed's note:  In contrast to the above example, the following advice is from the manager of the user experience group in an organisation that clearly does not have a 'strong organisational commitment to producing high quality intranet (or web) content based on useability and user-centred design' (as specified in the question).]

Contributor:  Name withheld

LOCK DOWN YOUR PAGE TEMPLATES. 

We have 250 publishers throughout a home office of roughly 4,000, publishing to an intranet with an audience of approx. 15,000 (home office and nationwide branches). These publishers use Dreamweaver to build pages that are published/managed via Teamsite. Colors, fonts, spacing, etc are all WIDE OPEN and these publishers create some of the gnarliest, non-user-friendly pages you can imagine. Aside from a few required fields (like page name, department contact, etc), our template is an open box into which the publisher can plop any HTML they can dream up. As a result, a group in my dept (Internet Services --- on the business side, not I.T.) spends a LOT of time policing and correcting pages and assisting publishers in their efforts. (And users in the field spend a lot of time asking coworkers or calling the home office, asking "where can I find....?") 

. . .  Good luck to you! 

****************Role of Web Coordinators Response #3****************

Contributor:  Fran Goldberg, Director of Web, Publishing, and Distribution Services for the Nuclear Regulatory Commission. External site is www.nrc.gov.

1. What do you call your web coordinators?
Web liaisons

2. At what level within the organisational heirarchy do you believe web coordinators offer the most value, ie at a higher level to provide distance from subject matter experts, at a lower level where information is 'owned', or somewhere in between?
Most of them report to the program support divisions of each of our major offices.  In the private sector these would be like the adminstrative support organizations.  These organizations typically coordinate budget, travel , training, HR, etc. for their office.  They are a staff rather than line function.  The liaisons coordinate and approve content coming from the content sponsors in their office who own the information.  They do the first level of review against our standards.  RIght now we are using them primarily to review external content, but we would like to expand their role to review the internal content for our intranet as well.

3. Have you identified an ideal ratio of staff to coordinators in your organisation?
Not really.  We just have one per office regardless of the size of the office.  An office could range from a dozen people for a small office to 700 people for one of our largest offices.

4. What roles do coordinators play in your publishing model?
They must approve content and ensure it meets certain requirements before sending it to us for posting to the external site.  If it is a new subsite they also coordinate  meetings between the content owner and our editor who reviews the content for usability before it is ever sent for posting.  We are working on a usability checklist that will be published to better communicate what we are looking for in these reviews.  Right now they have no role in the internal site, but we hope to put in place a similar model, but probably with more flexibility and decentralized posting.

5. What skills do you consider are most critical for web coordinators to perform
their role successfully?
People skills and an understanding of the site standards (and the reasons for them) are the most critical.

6. How does your intranet (or web) team engage with web coordinators to ensure
skills development and support?
We are working on an in-house training course for them  Also, we have a Web working group that they belong to that meets biweekly.

7. How does your intranet (or web) team engage with authors in the publishing
process?
Our editor works with them on the usability of their material.  Also, the authors will be asked to take an overview course on our procedures and standards that is currently in preparation.


****************Role of Web Coordinators Response #4****************

Contributor:  Name withheld

1. What do you call your web coordinators?
We are using "webmaster/web development specialist".  This person is not just updating a CMS but responsible for using LinkCheck, formatting the content that comes in and generally has to make sure everything works.

2. At what level within the organisational heirarchy do you believe web coordinators offer the most value, ie at a higher level to provide distance from subject matter experts, at a lower level where information is 'owned', or somewhere in between?
Our person will collect information from SME's and once it has been vetted, will enter this information into a database, making sure any links contained work.

3. Have you identified an ideal ratio of staff to coordinators in your organisation?
We'll have one person doing this job for about 25-30 content providers

4. What roles do coordinators play in your publishing model?
All our stuff goes in a database and at this time is for internal use only. Their roles is just to get it into the database and make sure it's working. May change.

5. What skills do you consider are most critical for web coordinators to perform their role successfully?
Organized, proficient with the software, able to track multiple projects, able to work with the DBA's if there is a problem, able to fix minor html/javascript stuff

6. How does your intranet (or web) team engage with web coordinators to ensure skills development and support?
Don't know yet

7. How does your intranet (or web) team engage with authors in the publishing process?
Our webmaster will usually receive content for inclusion in the sytem only AFTER it has been cleared by the proper authority.  However, they may be involved in version control for those authorities, still evolving.

8. Finally [phew!], are there any other critical success factors that I have not covered above?
We decided to go with multiple skills and not seek too narrowly-focused a person since we suspect the job will evolve.

****************END Summary - Role of Web Coordinators****************

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