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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:

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Table of Contents

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Notification of Content Edits

  • 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.

Note

If a content creator/team has repeated issue/concerns refer to Escalated Content Concerns below.

Requests for New 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.”

  • Reach out to the customer to assess needs.

Manage Backend Content

Consult as Needed

  • The requester may require support in planning and crafting their content from an accessibility, usability, technical writing, or content management perspective.

    • Review the article with them to ensure adherence to the OIT Style Guide and accessibility guidelines.

  • Run usability testing on all steps outlined in the article in order to ensure that the article is as accessible and user-friendly as possible to all users.

Revise and Draft in Confluence

  • Create and publish a Confluence version of the article in the ITKB.

  • Review with the requester for any additions or revisions they would like made to the article.

Resolve Ticket

  • Add a “Ivy.ai” label to ensure that the ticket appears in the “Ivy.ai Chatbot Input” filter.

  • Respond to the requester thanking them for reaching out to us and requesting that they take a final look at the published article before we resolve the ticket.

  • Once the requester approves and internal comments confirm Ivy.ai input, resolve the ticket with a message containing methods for requesting updates in the future.

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Escalated Content

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Concerns

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.

    • Once the requester has approved the updates, resolve the ticket with a message containing methods for requesting updates in the future

    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.