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 |
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Process Incoming Ticket |
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Manage Backend Content |
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Consult as Needed |
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Revise and Draft in Confluence |
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Resolve Ticket |
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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)