Web Management Essentials

Malinda FrybargerAugust, 2003

May I introduce myself?

• Former IT Web Service Lead – Pharmacia• Managing Editor – IT portion of PHA intranet• Primary resource for web based

communications from the Chief Information Officer

• Project manager for design and maintenance of primary IT sites

• Coordinated efforts of over 175 individual site editors

• All web sites are behind company firewall & inaccessible for me to give you a tour

Presentation Agenda

• Content Management• Web Usability• Quality Review of web sites• Information Architecture

Main focus of my three years as IT Web Service Lead

Why Content Management?

• “Making More with Less”• Few developers serving many

constituents• Information owners need to

publish content without having to seek out a web developer

CM Tool(s) Development(Analyzing content owner needs)

• Publish without delay• Simplify – no HTML skills required

My role:• Developed user interface specifications for

original in-house content mgmt tool• Trained users – classroom, one-on-one, CBT• Designed user interface and all graphics for

Products & Services site – self publishing

2nd Gen. CM Tool• Using generation 1 tool as prototype, build

an enterprise level tool• Add workflow

My role:• Test modules and document bugs during

development • Led design team for training site including

creating multimedia demonstration videos

Helping others use CM

• Three annual IT Kickoff events (off site event for ~ 150 senior IT managers)

• Trained content authors on CM tool• Designed information architecture and

workflow processes • Custom graphics• Provided near “live” coverage for the

700 IT employees who could not attend in person

Now we have lots of content?

Are we serving our users’ needs?

Web Usability

• Broad topic … ranging from use of graphics & white space, to usable tables, to print considerations …

• Focus on knowing your audiences / needs

• People come to a web site with a variety of needs … determine which are paramount

Web Usability

• Procedural information– Aim to help the user move through

the task quickly and effectively– Purpose statements help a user know

if they’ve found the right procedure– Show how the small tasks go together

to create the whole– Field definitions for online forms

Web Usability

• Understand a concept– Tell users only what they need to know– Abstracts to explain context and purpose– Provide enough information for users at all

stages of understanding– Help them understand the why– Definition of terms– Assist the reader in reaching a decision– Case studies / examples– Information about author and publication

date as appropriate

Web Usability

• Reference information– Information that is used repeatedly

(contact information, definitions, current statistics)

– Information used rarely(needed at initialization only, not each use)

– Discrete pieces of information(how many, cost, % …)

Web Usability

• Instructional information– Can accompany step-by-step

procedures, functional descriptions– Helps users “read to learn to do”

(Redish, 1988)– Use relevant, easily understood

examples– Simulated exercises allow practice– Demonstrations are helpful

Reality: a mix of information types

• Profile your users• Analyze other information sources

available … how can the web serve them best?

• Online information is not intended to be a 1 for 1 replacement of paper

Web Usability

• Browsing – came without purpose … attract them to want to know more!– This is perhaps the most subtle

audience … hardest to define … but very important to the growth of the community

– What is it about Kalamazoo College that you want the casual browser to take away from a brief stop at your web site?

But is your content accurate?

How do you know if the content contributors are

keeping their pages current?

Quality Review of Web Sites

• Challenges: – Web sites were not being regularly

updated & reviewed – No accountability for editorship

• Responses: – Semi-annual IT Web Review Process – Governance model – connection to senior

management– Steering committee – pushing for accountability

Information Architecture

From Jakob Nielsen:

• A web site must grow from a carefully planned information architecture for users to be successful in finding pages and accomplishing tasks.

• Confused users, lost users, and dissatisfied users can quickly turn into no users.

Information Architecture

• The best information architecture is the least visible

• Users should not have to learn YOUR schema in order to quickly get the information they seek

 

Information Architecture

• Web publishing is often TOO EASY!

• A good web site has a distinct MISSION and VISION

• What is your overall objective?

Information Architecture

• Who is the audience?• What are their needs? • Types of information• Language(s)• Access Devices• Jargon• Categorization

Information Architecture

• What is the content of the site?• What functionality is required to

meet your users’ needs? (consider all audiences)

• How will the site accommodate change and growth?

Help us make it “user-friendly”(Usability Info Arch)

Challenge: • Review & comment on Enterprise

Content Management training PowerPoint from user perspective

Discoveries: • a) Novice would not know the

sequence of events • b) Not efficient for experienced user

User Friendly (cont’d)

• Responses:• a) Enlist PowerPoint author and

other project team members to examine user needs with me

• b) Training web site created – Role / Training Path– Specific Tasks

Questions?

Thank you!

References

• Hackos, J., Standards for Online Communication. 1997.

• Krug, S. Don’t Make Me Think. 2000.• Nakano, R. Web Content Management,

2002.• Nielsen, J., Designing Web Usability, 2000• Rosenfield, L., Information Architecture

for the World Wide Web, 1998.• Tannenbaum, A. MetaData Solutions,

2002.