CONTENT MANAGER SURVEY - Old Dominion University · Worked in AEM/Adobe CQ 0% ... Web Enhancement...

CONTENT MANAGER

SURVEY

Results Report – November 2015

2

Web Communication Partners

Program

Web & Digital Communication Liaison Ratings:

Criteria Poor Fair Average Good ExcellentOverall rating 0% 5% 10% 25% 54%Availability(are they available for assistance)

3% 7% 19% 22% 46%

Responsiveness(do they respond in a timely manner)

7% 8% 17% 22% 44%

Effectiveness(are they able to resolve your issues)

2% 0% 12% 29% 57%

3


Program

Web & Digital Communication team revisiting service standards

Confirmation email within 1 business day

Routine requests processed within 3 business days

Follow-up with issues

Use issues as teachable moments for content managers

4


Program

Please indicate your preferred method(s) of getting assistance:

Please rate the effectiveness of our primary communication methods:

Preferred Will Use Do Not Like to Use1. Email2. Lync3. In-person 1:14. Phone

1. In-person group 1. Footprints

Very Ineffective Ineffective Neither Effective Very Effective

Weekly Web Update Emails

5% 2% 25% 55% 13%

AEM Users Group Meetings

2% 7% 39% 32% 15%

Web Communication Partners Program

4% 4% 38% 32% 18%

5


Program

Removing the Weekly Web Update – replacing with

communication as needed

Communication will be categorized in subject line: Notification, Best Practice, Features, Tips & Tricks

AEM Users Group will only meet twice a semester

Offer workshops in partnership with the College Communicators group

Footprints will remain the customer support system

ITS will likely be retaining Footprints as its ticketing system

ITS does not want multiple ticketing systems in use

Exploring the possibility of a public-facing queue for WebCommtickets

6


Program

Other Actionable Suggestions

Provide more online resources for content managers

Develop a module for yearly “refresher” training

Move up the build-out of the AEM manual in the priorities

Develop short “how-to” videos

Show more action and less “we’re going to” in new features

Will work with ITS Web Development to prioritize the development queue and establish some expected timeframes for development to begin

7


Program

Additional Suggestions under Consideration

Increase the availability of WebComm liaisons to help with

immediate issues

Examining WebComm workload

Exploring possible options such as WebEx and Live Chat

WebComm employee who simply handles content changes

Offer more in-person resources for content managers

Possibly develop advanced training sessions

Offer more study halls?

Challenge: Space

8


Program

Additional Suggestions not being Pursued

Stop using Footprints

Only supported tool that allows collaboration within the WebCommteam and integrates with email for both intake and sending updates

Will ensure issues and requests are addressed in a timely fashion

Require that WebComm liaisons have a standing monthly meeting

with each of their liaisons

WebComm team members have 20 to over 50 liaisons within their purview

Not possible simply based on physical time within each month

Achievable suggestions for accommodating the spirit of this

request?

9

Content Manager Responsibilities

Please indicate your previous website experience:

Do you feel you have top-level support within your college/VP area?

Level of Experience %Never worked on the back-end of websites before 30%Worked in ODUEdit and/or WordPress 35%Worked in another WCMS 15%Worked in AEM/Adobe CQ 0%Coded in HTML and/or PHP 20%

Positive Response 74%Negative Response 26%

10


Selection of Negative Commentary

Lack of support is a big problem.

Everyone is on their own.

In some cases, some [our units] will still contact Jason or ITS instead

of coming to the content manager.

No one really seems to care about it. Because the college, VP, unit

doesn't know the processs, they expect things to be simple like on

commericial websites such as GoDaddy

We never talk about the website.

11


Selection of Negative Commentary

i feel that our college rep content manager does not have the

knowledge needed

This is mainly a service role in my department. In my unit, everyone

wants the web work to be done but no one else will make the

commitment to do so other than the two existing content

managers. There is no release time for faculty to work as a content

manager, yet the work must be done. Our unit webpages were

rebuilt by myself and one other faculty member over the 2014

summer without pay or time compensation. Yet the website is really

that first impression our department has. The content manager work

is truly an unfunded mandate.

12


Potential Actions

Establish a working group that could develop an exercise that helps

units evaluate their website maintenance practices and establish

clear practices

Thoughts?

13

Content Manager Challenges

Top Challenges

1. Not allotted enough time in my duties to work on the website

2. Learning all the different features and options within AEM

3. Having to refresh memory if you don’t use AEM every day

4. The Digital Asset Manager

5. Lack of customization options

6. Expectations of other faculty and staff in my unit

14

Content Manager Challenges

Action Items

Develop more in-depth digital asset management training

Develop a “page design in AEM” training module or workshop

Increase sharing of best practices

15

Content Manager Skills

Top Identified Skills

1. Understanding of effective Web design/good design aesthetic

2. Strong writing skills/ability to write concisely

3. Basic HTML knowledge

4. Moderate computer knowledge

5. Patience

6. Strong communication skills

7. Strong organizational skills

8. Strong editing/proofreading skills

16


Top Identified Skills

9. Understanding of what your unit does and how it relates to other

units/ability to work effectively in a cross-departmental team

10. Ability to interpret requests accurately

11. Ability to read, comprehend and follow directions

12. Attention to detail

13. Knowledge of website information architecture

14. Ability to collaborate

15. Time management skills

17


Next Steps

Follow-up Qualtrics survey

Identify five primary areas of skill/expertise

Identify additional required skill/expertise

Identify optional/preferred skill/expertise

Develop position description

Vet position description through Human Resources for approximate

salary range

18

Content Manager Resources

Top Identified Resource Needs

Time!

Dedicated content manager position within each unit

Professional photography and imagery

19


Action Items

Identify Lynda training that would benefit content managers

Adobe Photoshop

Photography management, metadata, etc.

Other topics

Work with University Marketing to grow image library

Suggestions under Consideration

Make DAM self-service the default

WebComm will explore how this model would work

Exploring workflows with ITS Web Development

20


Suggestion not being Pursued

Make VPN access automatic for all content managers

There is a separate training requirement for VPN access

University Policy restricts VPN access to exempt employees

Considerations

Non-exempt employees and student workers, which comprise a

significant portion of content managers, should not be working

from home

The Monarch Virtual Environment is available to all: move.odu.edu

21

Content Manager Yearly Training

Requirement

Should content managers be required to complete yearly training?

Yes 75%No 25%

22

Social Media Integration

Action Items

Develop Facebook feed

Develop Vimeo component

Suggestions under Consideration

Ability to add Google calendars to AEM pages for scheduling purposes

Accessibility

Mobile responsiveness

Enhanced blogging capabilities with user comments

AEM social capabilities

Comment moderation and management

23

Social Media Integration

Suggestion not being Pursued

Component to surface syndicated content

Reproducing (with permission) some highly relevant content can be beneficial for your audience – this can be achieved with existing functionality

Surfacing a large quantity of syndicated content can have a negative to a substantially negative impact on the University’s overall search engine optimization

Only the first-viewed location of the content receives SEO credit

Google algorithm issues a “duplicate content penalty” for duplicated content that will lower a sites search engine results page rankings

Too many duplicated content penalties can result in the site being flagged as junk, which will tank rankings

24

Digital Asset Management

Action Items

Improve the public-facing DAM search with the following:

Better cross-browser compatibility

Show asset title by default

Option to show additional asset metadata

Ability to refine search on specific fields in addition to the general search

Improve the functionality and workflow behind asset replacement and

versioning

Suggestion under Consideration

Have AEM remember your last location in the DAM for the next time you

launch the DAM admin module

25

General AEM Feedback

AEM author is slow

AEM 6.1 servers are newer and faster – should drastically increase

author performance

Content managers find it difficult to find and access the pages for

which they are responsible

AEM 6.1 welcome screen includes a “last used pages” feature

Exploring the possibility of having a “user profile page” that would list all pages to which a user has edit rights

Content managers would prefer to only see their content in AEM

(particularly assets in the finder)

Exploring options that would only show University assets and the assets for the unit(s) that the content manager maintains

26

General AEM Feedback

More options within AEM

There is an extensive list of development projects in the queue

Cleaner look for the website

Web Enhancement Program includes a template refresh

Remove overall themes and leverage highlights in new brand palette

Old

New

CONTENT MANAGER

SURVEY

Results Report – November 2015

CONTENT MANAGER SURVEY - Old Dominion University · Worked in AEM/Adobe CQ 0% ... Web Enhancement...

Documents

Transcript of CONTENT MANAGER SURVEY - Old Dominion University · Worked in AEM/Adobe CQ 0% ... Web Enhancement...