Presenter: Terri Vaughan, Web Customer Support Specialist, Clemson University
Are you one of the lucky individuals who provide support for your organization’s Web content providers who have little, if any, Web experience? Does your organization think typing and word processing skills are all that are needed to be a Web content expert? Is the “Webmaster” role part of a job description’s “other duties as necessary,” If you answer yes to these questions, this presentation is for you. You can transform your Web content providers into Web content experts by teaching a few simple skills. Reveal the “magic” of the internet and how it differs from “the Web.” Show how their Word skills can help them create interesting and informative Web content. Explain writing for print and writing for Web and why it’s important to know the difference. Inspire your content providers to learn these skills and more to transform them into Web content experts and you into a Web support genius!
Notes from presentation …
Many content providers given the job without volunteering and without specific skillset (they can type).
What they want:
- Someone else to do it for them.
- Want their web files and folders to be organized like on their desktop.
- To never learn markup.
- Drag and drop.
- Word like interface
What they get:
- Unfamiliar file structure.
- Inadequate graphics tools – training.
- Unclear or hard instructions.
What they do:
- Put off content.
- Insert improperly formatted graphics.
- Create unfriendly urls.
- Upload documents instead of web pages. (Don’t make users download.)
Clemson is on cascade, good because feels like word processing. Content providers are happy. Don’t have the other skills
What do they need:
- Adequate technical experience.
- Learn web best practices.
- Easy to use img editting tools.
- Ability to adapt print to web.
What we should do:
- Select staff w the right skills.
- Develop training program.
- Require attending training.
- Provide positive reinforcement.
- Periodically check on their web and offer positive as well as support.
- Basic computer skills
- How the web works
- Web best practices
- Multimedia formatting and best practices
- Simple tips for writing for web
- Site specific hands on training w tools
- Basic html
How to teach Content Providers:
- Show them confidence
- Avoid tech speak
- Explain why skills are necessary
- Analogies that they can relate to
- Entertain and engage during and after
- Follow up w reminders, cool tricks and compliments
- If you can compare it to ms word, they will get it.
- Stress the increase in their marketability.
Content Providers Love:
- Copy paste from word
- Activate previous version of updated page
- Restore accidental deletions
- Seeing their content live right away
- Clemson has 460 content providers. Manual monitoring process. Run report to see what’s been touched. Go out and look at their sites – this is what my job should be.
- Clemson redesign had 4 templates – full, left, left + spotlight, right, in multiple looks.
- Decision makers don’t understand web any better than admin
- Training infinitely better when one on one
- With workflows, someone needs to be in charge.