Roles and responsibilities

Roles and responsibilities in detail

University leadership

• Who: Associate Vice Provost & University Registrar to refer to Vice chancellor(s) as needed

• What:

  • Articulate business goals

  • Approve resourcing and budget needs

  • Provide resolutions for challenges and/or disagreements over possible solutions

  • Abide by the content strategy and governance structure

• When: Anytime there’s something that affects the “what” of their role

• Hierarchy: Highest level of approval, ultimate decision-makers

Product manager

• Who: ASR Drupal website product manager (Sara Cokl)

• What:

  • Lead the One Stop Website Council

  • Lead the content working group

  • Manage and prioritize the backlog and site user feedback

  • Uphold and abide by the content strategy, style guide, and governance structure

  • Refers items to University Leadership as needed

  • Updates University Leadership as needed

  • Manages site design and content improvement and maintenance plan processes

• When: Primary lead and contact on all things related to the website

• Hierarchy: Coordinate UX and Content Strategy team, collaborate and coordinate with the technical team, coordinate with admin/business units as the product manager, lead working groups, report to University leadership

ASR UX and Content Strategy team

• Who: ASR team members with expertise in UX research, data analysis, writing, content design, graphic design, communications strategy

• What:

  • Decision-makers on site design and content changes

  • Conducts and analyzes ongoing user research

  • Develops and maintains the content strategy, style guide, and governance documents

  • Trains and provides guidance to campus content writers and backups

  • Collaborates and communicates with admin/business units (stakeholders) and subject matter experts

  • Collaborates with the technical team to maintain and improve site

  • Has expertise with content design and writing

  • Manages user access to Drupal environments

• When: Primary team for maintaining and improving site design and content

• Hierarchy: Accountable to the product manager/content manager, trains and provides guidance to campus content writers, participates in One Stop Website Council, supports product manager/content manager in content working group

ASR technical owner

• Who: ASR Custom Solutions team

• What:

  • Creates and maintains data integrations (dates and deadlines, course fees, etc.) for all campus’ sites

  • Creates and maintains content management system instances for all campus’ sites

  • Test and maintain Drupal platform updates and Folwell design system updates pushed by Office of Information Technology

  • Collaborates with product manager to work through the backlog (feature requests, upgrades, site functionality, etc.) for all campus’ sites

  • Collaborates with Office of Information Technology as needed to support and maintain site functionality

  • Provides updates/joins the content working group as needed

  • Service Level Agreement

• When: Primary group/individual for technical site support in collaboration with Office of Information Technology

• Hierarchy: Works collaboratively with the product manager, UX and Content Strategy team, and campus content writers, coordinates with central Office of Information Technology, reports to University leadership

University technical support

• Who: Office of Information Technology, University Relations, any local campus’ IT support

• What:

  • University of Minnesota Drupal product owner (OIT)

  • Folwell Design System product owner (University Relations)

  • First line of support and maintenance of Drupal platform (OIT) sites

  • Responsible for pushing maintenance upgrades and bug fixes for Drupal and Folwell Design System

  • Provides user support and guidance

  • Communicate with ASR technical owner and ASR product manager/content manager as needed

  • Publishes Drupal roadmap including features, upgrades, migrations, etc.

• When: Primary contact for Drupal platform for IT questions and support

• Hierarchy: Reports to and/or part of University leadership, works collaboratively with ASR technical owner, any local campus’ IT support, ASR product manager/content manager, and users

Content writers

• Who: Assigned individuals (including backups) on each UMN campus with experience writing for the web

• What:

  • Write new content and maintain content for their campus’ website

  • Uphold and abide by the content strategy, style guide, and governance structure

  • Communicate needs, questions, and concerns to the product manager/content manager and the content writers working group

  • Collaborate and communicate with their campus’ admin/business units (stakeholders) and subject matter experts regarding information on the website and related business needs and processes

  • Collaborate with technical support to maintain site

• When: Primary person for maintaining site content

• Hierarchy: Accountable to the product manager/content manager and UX and Content Strategy team, participates in content working group, participates in One Stop Website Council

Admin leadership/system councils (stakeholders)

• Who: Individuals, teams, system councils, committees, or other groups who are part of University administrative or business units, make operational decisions about business processes, procedures, and/or policies, and whose work is affected by website content

• What:

  • Communicates with their campus content writer about business processes, procedures, and/or policies that affect web content

  • Participates in the One Stop Website Council as needed

  • Abide by the content strategy, style guide, and governance structure

• When: Primary source of information about business processes, procedures, and/or policies

• Hierarchy: Accountable to the product manager/content manager, participates in One Stop Website Council as needed, communicates with UX and Content Strategy team and campus content writers as needed

Subject matter experts (stakeholders)

• Who: Individuals with subject matter expertise in student services, University business areas, and other student processes whose work is affected by website content

• What:

  • Provides factual information for content to content writers

  • Reviews content for factual accuracy

  • Notifies their campus’ content writer of changes to business processes, procedures, and/or policies

  • Notifies their campus’ content writer of known site issues or user experience pain points

  • Participates in the One Stop Website Council as needed

  • Abide by the content strategy, style guide, and governance structure

• When: Ongoing source of factual information for website content

• Hierarchy: Accountable to business area managers and/or system council groups, participates in One Stop Website Council as needed, communicates with campus content writers as needed

One Stop Website Council board member

• Who: An appointed campus-level representative with historical knowledge, interest in, and expertise in One Stop website issues, operations, and governance processes

• What:

  • Ensures campus staff follow the site maintenance plan

  • Contributes to the agenda for One Stop Website Council meetings in collaboration with the ASR product manager

  • Serves as their campus’ liaison and knowledge source regarding the One Stop website

  • Collaborates across their campus to disseminate One Stop website related information and gathers feedback to bring back to the ASR product manager

  • May serve on future One Stop website project committees as needed

• When: Ongoing liaison and point of contact for the One Stop website on a campus level

• Hierarchy: Accountable to the ASR product manager/content manager, collaborates closely with their campus’ content writer, contributes to and participates in the One Stop Website Council meetings

Working groups

One Stop Website Council

• Who: ASR product manager/content manager, One Stop Website Council board members, UX and Content Strategy team, content writers, stakeholders

• What:

  • Share product roadmap, site feature updates, technical upgrades, user experience research, and discuss any other business related to website functionality

  • Receive feedback and answer questions from stakeholders

• When: Meets quarterly (suggested)

• Hierarchy: Led by the product manager/content manager, attended by One Stop Website Council board members, UX and Content Strategy team, content writers, stakeholders

Content working group

• Who: Product manager/content manager, content writers, UX and Content Strategy team members as needed

• What:

  • Product manager shares product roadmap, technical upgrades, site feature updates, user experience research

  • Discuss any content changes, needs, and/or best practices that content writers have concerns or questions about

  • Share feedback/concerns from stakeholders

• When: Monthly (suggested)

• Hierarchy: Led by the product manager/content manager, supported by UX and Content Strategy team, attended by all campus content writers

References

Content Governance for the One Stop Website