Martine Booth [HREF1], Manager Web Services [HREF2] , University of Melbourne [HREF3], Victoria, 3800. m.booth@unimelb.edu.au
Any University web manager is faced with the challenge of creating consistency within a decentralised web environment. At the University of Melbourne the challenge appeared insurmountable: over 500,000 webpages, more than 400 web servers, and an unknown number of web publishers. The approach taken by the central web unit was based on a comprehensive strategy that addressed the complex issues relating to web management at the University.
Gaining cooperation from web publishers within the University and creating consistency across 500,000 webpages presented the Web Centre at the University of Melbourne with a significant challenge. Faced with a substantial change management requirements, the team responded with a well-considered strategy that addressed the key factors that had contributed to the problem: people, tools and quality standards.
A focus on people involved the identification of staff with responsibility for website management and development, developing an understanding of their issues and needs, and the establishment of a web community of practice.
Specific actions included:
• development of a comprehensive communication strategy that incorporates multiple channels including an email list, presentations, meetings and a monthly email newsletter with details of web activity during the previous month.
• support for the web community of practice via an email list, called ‘web forum’, that currently has around 200 subscribers.
• establishment of the Web Liaison Network (WLN), a committee with representation from each faculty and central administration unit, that meets regularly to discuss web-related topics and projects, and to share experiences and lessons learned at the coal face.
• informal fortnightly coffee meetings, known as ‘web cuppas’, where staff meet others working in the web environment, and discuss anything ‘webby’.
• monthly lunchtime ‘brown bag’ presentations on topics such as web redevelopment projects, the web publishing templates, or effectiveness of the search engine. Presentation slides are published via the website for those who couldn’t attend and as a record of collective knowledge and experience.
• a commitment to knowledge sharing supported by a comprehensive website with tools, resources, web performance and research reports, templates, project information, committee information, a how-to section and FAQs.
The focus on tools led to the development of frameworks, templates and others resources that would support staff in managing and developing their websites in a consistent manner while also meeting the required quality standards.
Specific tools include:
• a suite of eight web publishing templates, supporting the branding, navigation, information architecture and accessibility requirements of the University’s web publishing policy, that are accompanied by a Templates User Guide and Style Guide.
• the four-stage Web Redevelopment Framework (define, develop, document and devolve) that is a step-by-step guide to assist staff in redeveloping websites within the University’s web environment
• proformas such as the content mapping, content analysis and content inventory templates to help staff identify, analyse and manage the content on their websites, plus develop site maps to document the structure of their websites.
• a set of user profiles for key website user groups to support user-centred development, and assist staff to develop profiles for their own user groups.
A focus on quality web management and development was evident in the review and upgrade of web publishing policy and standards, and the development of training courses that educated staff on the importance of these web standards.
Specific actions included:
• the review and update of web publishing policy and guidelines, documentation of a publishing process, and identification of typical web roles and responsibilities.
• the development and delivery of a one-day formal course on principles of web management that has been delivered via the University’s staff development program several times each year for the last four years.
• delivery of a comprehensive web training program, comprising 10 short courses on aspects of web management such as web redevelopment strategies, content mapping and auditing, developing an information architecture, writing for the web, metadata, using the web templates and user testing.
• providing consultation and advice on various aspects of web management, ranging from individual training to participating in faculty working groups for web redevelopment projects.
By adopting this strategy the unit has been successful in developing an active community of practice, documenting and gaining agreement on appropriate web standards, and developing tools and resources to support consistent, quality web publishing across the University. The values of the unit, communication, collaboration and knowledge sharing, have been instrumental in developing collegial working relationships with web staff within faculties and administrative departments.
This strategy, and the specific actions detailed, are applicable in any higher education or decentralised web environment with a large website and a multitude of staff with differing skills and expertise in web management.