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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:

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

If repeated issue/concern…aaaaah, 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.

Escalated Content 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)

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