Web content management: a centralized service in a

decentralized environmentKyla Hoffman, Technical Lead

Simone Knapp, Business AnalystEarl Fogel, System Administrator

Overview Introduction Overview of Successes Service Description Service Process Challenges and Responses Measuring Success Conclusions Questions

Introduction Distributed/Federated IT model• 17 colleges and schools, many administrative units

160,000 public webpages on main webserver• Other units/colleges manage local webservers

Web Content Management System • ~35,000 pages • ~230+ sites• ~1,000 user accounts• 1.7 FTE

Overview of Successes Six-month pilot (Feb-Aug 2008)

• ~ 30 sites started; 22 published Within 12 months units began moving from

local systems In the last year have seen a shift towards

insourcing

Overview of Successes Clients of service include:

• 12/17 colleges and schools• 3 affiliated colleges

• Senior Leadership • Main U of S site (www.usask.ca)• University Library • Huskies (Athletic Teams)• 11 Administrative units• 10 Centres• Research groups/labs

Overview of Successes Publishing to our portal

• 10 channels Managing events for 12 calendars in our Dates

& Events calendar Managing Course Catalogue

Sites Published and in Development

Service Description Website advising U of S-branded templates

• Desktop and mobile Training and support

• Technical and non-technical

Service Description System administration

• Coordinating WCMS and central webserver• Maintenance and configuration

Support data coordination and integration• Portal channels• Dates & Events calendar• Course Catalogue (in progress)

ServiceProcess

Challenges Categorized as:

• Political• Technical• Resource based

Usually presented as a combination Philosophy

• Partnerships = success

Challenges - Political Federated IT model

• Several units involved in product selection• Free and opt-in• Central support and maintenance• Local site and webserver management• Developer training

Lack official web policy• Free service uses the “official” U of S templates

Focus on partnerships• We are successful only if we all succeed

Challenges - Technical Varied skills and physical distribution

• Group meetings (treats included!)• Code sharing and standards

• Official website framework• Code repository

• Developers wiki and mailing list• Escalation of issues

Challenges - Technical Limitations of the system

• Provisioning sites• Developed a copy script

• Web design vs. technology

Challenges - Technical Resource restrictions and limitations

• Balance ease of use with resource implications• Dynamic banner images• Events publishing • Navigation management

Challenges – Resource Based Training and support volume (~1,000+ accounts)

• Central and local support• Online documentation• Moving to Training Services unit

Development for institutional services • Course Catalogue (in progress)• Dates & Events calendar• Website frameworks

– out of the box and a base site

Challenges – Resource/Technical Non U of S branding

• Fee for service• Support and training

New branding – demand and transition• Change in layout• Added complexity• Retraining • Retroactive application• Support doubles for each site

Challenges - Resource/Technical System Administration

• Site management• Local “config” page

• Accounts and permissions• Local user and group management• Developed script for CAS authentication

Challenges - Resource/Technical System Administration – continued

• Publishing• Local webserver admins

• Developed script for “housekeeping”• Expiration of accounts• Resource audits

• Support team wiki

Challenges – Resource/Technical Mobile

• Mobile position created• Lack of awareness and resources• Implementation – official templates

• Included with official framework (standardization)• No backward compatibility• Local management of desktop vs. mobile content• Auto redirect managed centrally

Challenges - Combined Managing expectations

• Clarify roles and responsibilities• Clearly scoping the service• In-person consultations• Explicit online documentation

Measuring Success Definition of a “site” No institutional standard for “unit”

• Use total count not percentage Developing system for maintaining stats Survey

Conclusion Flexibility is key

• Manage diversity of user skills and priorities• Relationships with campus web community

Cohesion of our team• All vested in the success of the service• Celebrate successes AND deal with setbacks as a

team• Trust

Questions?