Please refer to the Campus Facing Support Content Service Catalog Entry for customer-facing information regarding this service offering. DAC professional and student staff should respond to Campus Facing Support Content PSU Help Center Requests for new or updated ITKB content as follows:
...
Table of Contents
...
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
| Note |
|---|
If repeated issue/concern…aaaaah, refer to Escalated Content Concerns below. |
Requests for New
...
Content
Step | Details |
|---|---|
Process Incoming Ticket |
|
Manage Backend Content |
|
Consult as Needed |
|
Revise and Draft in Confluence |
|
Resolve Ticket |
|
...
Escalated Content
...
Step
...
Details
...
Process Incoming Ticket
...
Add a “Content” label to ensure it appears in the “Content and Communications” filter.
Delegate and assign to professional or student staff.
Change ticket status to “In Progress.”
Look at metadata and confirm the requester is the assigned Content Owner or SME for the article.
Reach out to the customer to assess needs.
...
Consult as Needed
...
The requester may require support in applying their content updates from an accessibility, usability, technical writing, or content management perspective.
Review the updates with them, as needed, to ensure adherence to the OIT Style Guide and accessibility guidelines.
Run usability testing on any additional steps outlined in the updates in order to ensure that the article remains as accessible and user-friendly as possible to all users.
...
Revise Confluence article and Google Document
...
Apply changes in the accompanying Google Doc into the Confluence wiki article.
Re-publish the Confluence article and review updates with the requester to ensure accuracy.
...
Resolve Ticket
...
Respond to the requester thanking them for reaching out to us and requesting that they take a final look at the re-published article before we resolve the ticket.
...
Concerns
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:
You…First step, hey…remember the guidelines. Do better. (inc. expandable email template)
Next step, escalate to me…and I remind people of the training we have and offer to help. (inc. expandable email template)
Final…Eleanor and offer to lock pages and handle edits internally. (inc. expandable email template)