Page Comparison

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Notification of Content Edits

• Compliance issue…aaah!

• Kinda sloppy and just not good…hey, people.

• New article draft…hey, we see you. Remember the process.

Hey, lkasjdlksajdlkasjd

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• Easy Edit: A content creator has implemented a change within an article that has already been approved and is currently live on within the KB. When the Content Specialist reviews the content they notice a small change (e.g. accessibility issue, not following style guide adherence, phrasing). The Content Specialist then corrects the issue without review, creates a comment of the change for the said team’s content manager so they may review.

• Involved Edit: A content creator has published a substantial changes to a public-facing article and said changes have considerable issues. The Content Specialist would then either:

  • A) Revert the article to a previous state and submit a ticket about the changes that were implemented. Recommend a drafting session/remediation of article.

  • B) Implement changes to article in order to have the edits in question meet style guide/accessibility adherence. Submit a ticket for the edit(s) involved for the content manager to the review change(s).

• New Article: A content creator has created a new article and wants to have the article published within one OIT’s pubic-facing knowledge bases. The content creator then creates a ticket for new content, which is then submitted to DAC. The Content Specialist then reviews the content and provides any edits if needed. Content is then published and added to the Content Inventory within its respected tab.

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Escalated Content Concerns

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Cool changes? Great, moving on. Scary changes?

• Scary changes would be ones that affect accessibility, inclusivity, or usability. Those you go in and use your admin. powers and fix right away but then reach out.

• Non-scary changes that still should be repaired, you reach out and they fix.

Escalation points:

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You…First step, hey…remember the guidelines. Do better. (inc. expandable email template)

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Next step, escalate to me…and I remind people of the training we have and offer to help. (inc. expandable email template)

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Escalation Level 1 (There have been some minor issues, mostly small style guide concerns. They happen infrequently)	An email is sent to the Content Manager noting that issues have happened and that we encourage anyone writing content materials to review our training materials and/or our KB’s.
Escalation Level 2 (Issues are persisting and there is a consistent pattern.)	The issues are noted and brought to the Content Manager through an informal sit-down. The conversation topic is that the there has been a lack of adherence to whatever the issue may be that we’d like to encourage more thorough editing of documents.
Escalation Level 2 (Issues are persisting despite initial conversation with Content Manager and there is a consistent pattern.)	The issues are noted and brought to the Content Manager through an email and meeting between relevant parties. Edits can still be applied but not published. The Content Specialist will now need to review changes before ultimately publishing the article.