“website management model” and “website maintenance” symone, lily, alona, and han
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“Website Management Model” and “Website Maintenance”SYMONE, LILY, ALONA, AND HAN
The Website Management Model
Definition
Framework for organizing all the activities of site administration
It identifies the people, processes, technology and other resources needed to support a web venture
The Elements of Website Management
Website Maintenance Website Development
Website Governance Website Infrastructure
Website Management
The Elements of Website Management Cont‘d.
Website Maintenance activities needed to ensure that the website operates properly
Website Development activities needed to create and review a website: planning content design construction testing hosting publicity review
The Elements of Website Management Cont‘d.
Website Governance
activities needed to ensure control of the site management- from planning and design through the maintenance and infrastructure of the site
Website Infrastructure
provides a secure foundation for technical operations
includes activities and resources needed to build an internal hosting solution ( hardware, software, staff skills)
Website Maintenance
Activities:
Website Publishing: keeping content up-to-date Website Quality Assurance: spotting errors on the site Website Feedback Monitoring: managing communication
with website visitors Website Performance Monitoring: measuring site success Website Infrastructure Monitoring: supervising website
hosting Change Control: managing technical and other changes in a
coordinated way
Website Maintenance Team
Team Leader
Publishing Representative
(Editor)
Change Control
Representative
Infrastructure Monitoring
Representative
Website Performance
Representative
Feedback Monitoring
Representative
Quality Assurance
Representative
Website Maintenance Team cont'd
The Team Leader
accountable for the operational integrity of the site
must ensure that each activity is one of high quality and it is expedited in time
Maintenance Review Meeting
a report presented by each team member regarding their responsibilities
a discussion of operational issues
plan for forthcoming changes
Website scale ( helps estimate the
number of people required on a web team)
Level of activity
Size
Complexity
Website Size
To calculate a website size is needed to estimate the total man-hours required to produce and maintain all of its content.
Small Website
Content Man Hours per Annum: 1,500-4,000
Staffing Levels for Content Publishing and Quality Assurance: about 1-2 people
Medium Website
Content Man Hours per Annum: 4,000-10,000
Staffing Levels for Content Publishing and Quality Assurance: about 2-3 people
Large Website
Content Man Hours per Annum:10,000+
Staffing Levels for Content Publishing and Quality Assurance: from 2-3 people upwards
Website Complexity Basic Website (Brochureware)
Content: plain content with just a few supporting images
Staffing level for infrastructure monitoring and change control: 1 person with low-level skills for small or medium site
Dynamic Website
Content: dynamically generated from database and published according to the requirements of site visitors
Staffing level for infrastructure monitoring and change control: 1 or 2 people with good technical skills( or more on a very large site)
Transactional Website
Content: fully transactional content (e.g. eCommerce)
Staffing level for infrastructure monitoring and change control: from 1 or 2 people upwards
Transactional Website - eCommerce
The purchase of goods and services over the World Wide Web by means of a secure connection
Activities are divided into different segments, based on the type of consumer being targeted:
B2C (Business to Consumer): e.g. Amazon.com
B2B (Business to Business): e.g. Forrester.com
B2G (Business to Government): e.g. www.dell.com
Website Activity Page impression
Count of the number of pages accessed by website visitors Quiet Website
Page impressions: 0-100,000 a month
Total team staffing: between 1 and 3 people Intermediate Website
Page impressions:100,000- 1,000,000 a month
Total team staffing: between 2 and 3 people Busy Website
Page impressions: more than 1,000,000 a month
Total team staffing: from 3 people upwards
Leanne Lily Coelho
Systems and procedures by which content may be developed effectively.
A well resourced team Orderly process Tools
A well resourced team.
What is a publishing team?
A Publishing Team is the group of people responsible for managing the lifecycle of online content. Such a team is typically composed of an Editor and representatives from each major area of activity, including:
Editor
Content Contributor
Designer
Developer
Moderator
Legal Reviewer
Roles
What is the role of the editor?
Reviewing and editing work-in-progress - As the individual responsible for the quality of web content, the Editor must review and edit all items submitted for publication. This includes checking for spelling, presentation and tone.
Maintaining existing content The Editor must also keep a watchful eye on existing content, for example, by setting a rule that all pages be reviewed at least annually.
Responding to user comments about existing content - Such comments are normally sourced via email from website visitors. Feedback of this type can even be used as content itself. A dedicated feedback co-coordinator may be needed for a significant number of comments.
Planning and commissioning new content The Editor must expedite updates based on an agreed schedule. This schedule is decided during a Website Publishing Meeting. Production is then allocated among various Content Contributors.
Publishing Schedule: Allotting tasks, identifying publishing content and assigning deadlines.
Publishing Calendar is an extension of the Publishing Schedule that allows recurring content to be identified in advance. Keeping a calendar like this up-to-date is the responsibility of the Editor
What is the role of a content contributor?
Content Contributor - This person creates and maintains site content. These people are commissioned to produce new features or update existing content based on the requirements of a Publishing Schedule.
What is the role of a designer?
Designer - The role of Designer is to build the visual templates required for effective communication.
Information Architecture. This involves the structuring of information.
Interaction Design. This is concerned with the creation of elements such as online forms.
Visual Design. This is the most commonly understood notion of design. Visual Design applies color and imagery to a website.
Developer - The Developer’s job is to merge content and design into a physical web page by the use of various coding languages.
However developers have been unable to cope with the volumes of material submitted. Resulting in the rise of Web Content Managers (WCM)
What is the function of a web content manager?
The Function of a WCM is that it allows Content Contributors to publish directly to a website without having to ask a Developer to do anything. For example, a writer can simply type the information they want directly into a WCM program, click ‘submit’ and it will publish immediately.
Types of WCM based on their functions:
Enterprise tier Upper tier Mid tier Bottom tier Open source
Enterprise Tier - The Enterprise Tier comprises products that cater for very large organizations for whom stringent document management is an urgent priority, e.g. pharmaceutical or law firms.
Upper Tier - Products in the Upper Tier are aimed at firms for whom the creation of content is a key business activity, but do not face the same regulatory constraints as the Enterprise Tier. This typically includes businesses for whom publishing is a core activity, e.g. newspapers, magazines.
Mid Tier - The Mid Tier encompasses systems aimed at companies for whom content creation is not a core activity, but who have a strong interest in knowledge/content management. This includes most mid-sized firms.
Bottom Tier - Bottom Tier products cannot truly be considered WCM. This is because they only provide quite poor functionality and do not support many of the features considered necessary for WCM, e.g. workflow.
Open Source - Open Source is software in which the underlying code of a program can be viewed and modified by anyone. The key advantage of Open Source is that it can be downloaded from the internet and put to use for free. On the other hand, it doesn’t come with any support services. This means skilled Developers must be hired for maintenance.
What is the role of a moderator?
Moderator - This person is required to supervise the behavior of site visitors where facilities like Online Chat or Bulletin Boards are used.
Guidelines for online content: Respect other users Do not launch personal attack Do not stray from the topic being discussed Do not post advertisements Report suspicious or anti-social behavior
What is the role of a legal reviewer?
Legal Reviewer - The Legal Reviewer is responsible for ensuring all content adheres to the law, industry regulations and company policies.
Data protection and the privacy of customers. Is anything that may compromise customers’ integrity being published?
Freedom of Expression. Is any content unlawful, e.g. inciting racial or religious hatred?
Criminal Damage. Is anything that has the potential to harm a visitor’s computer being published, e.g. a virus that is hosted unknowingly?
Libel. Are any unsubstantiated rumors being published, that may be libelous to a person’s character?
Copyright Protection. Is any content being reproduced without the consent of the owner?
Consumer Protection. Are adequate measures in place to protect consumers’ rights?
The process of publishing
Purpose of the process - The objective of a Website Publishing Process is to ensure content is created, reviewed and approved in a controlled manner, before being made available to visitors.
The tools
A publishing pack for each member is an essential tool to help produce quality work.
The Editor’s Publishing Pack contains all the resources required to ensure rules for language, style and design can be properly adhered to.
The Content Contributor’s Pack generally contains all of the same elements as the Editor's Pack.
Legal Reviewer’s Publishing Pack consists of extracts from legislation and regulations, as well as a collection of company policies against which content can be compared.
Designer’s Publishing Pack contains the same resources as found in the Editor’s Pack, with the exception of the dictionary, thesaurus and grammar guide. However, other specialist items are substituted—in particular a Design Library and Design Software.
The elements of a Developer’s Pack are generally the same as those of the Designer, though a different assortment of specialist resources are required. This typically encompasses the software required for creating and editing website code.
Website FeedbackALONA GAIEK
Website Feedback Procedure
Collect the feedback
Acknowledge receipt of the query
Investigate (if appropriate)
Make a full response and manage any follow-up correspondence
Archive
What are the channels a web-site receives feedback through?
Bulletin Board
Chat
Instant Messaging
Satisfaction Ratings
Telephone
Post
Website Feedback Archive
The nature of feedback received
The channel by which it was received
The date it was received
The action taken
The date the query was resolved
Website Performance Monitoring
What does the KPIs stand for? Provide examples
Key Performance Indicators
Website Activity (Visits, visitors, page impressions)
Visitor Feedback
Subscriber/Sponsor Feedback
Financial return of the website
Acquisition: The cost and value of attracting visitors.
Conversion: The cost and value of making a sale.
Retention: The cost and value of customer loyalty.
The tools of Website analytics
Standalone Solution: Where software is installed directly on the computer that hosts the website
a) Sane Solutions®
b) Visual Sciences
c) WebTrends®
Visitors Characteristics:
User Agent Type
Time of Visits
Sources of Internet Traffic
Geographic Location
The tools of Website analytics
Application Service Provider Solution: Where measurements are gathered remotely
a) Omniture
b) Coremetrics™
c) WebSideStory™
d) Google Analytics™ (now available for free)
Subscriber/Sponsor Opinion
Explain the difference between Subscriber and Sponsor
Website Infrastructure Performance MonitoringHANNIEL PARK
Technical Support Team:
Server software management
Server hardware management
Information systems security
Data Maintenance
What is team leader’s role?
What is Server Level Agreement?
Measures within SLA:
Website availability
Website reliability
Website responsiveness
Infrastructure review meeting:
“As a further step towards monitoring SLA compliance, an Infrastructure Review Meeting may be convened at which technical problems are analyzed. Such a session can also consider planned technology changes that have the potential to impact site operations”
(Diffily, 2006, p.78)
What is a change control of the website?
The Change control process:
Identify the nature of the change
Identify the scale of the change
Identify any possible impact
Proceed or re-evaluate
Nature of the change:
Changes arising as a result of software maintenance
Changes arising as a result of hardware maintenance
Changes arising as a result of the initial release of content using a new technology
Changes arising as a result of marketing activity