1.3: Website Content
Ensure that website content is readily accessible, updated, accurate, and routinely improved. Other Information:
How does your Agency currently ensure that website content is readily accessible, updated, accurate, and routinely improved?
Our current process to assure content is subject to continuous improvement is based on leveraging feedback from users and
publishers as well as periodic spot checks for best practices by the Director of New Media and Web Communications. Because
our web publishing is fragmented across nearly 300 websites we struggle with harmonizing our processes to achieve the best
results. Those sites that leverage customer satisfaction surveys are able to identify top voice of the customer issues that
impact satisfaction. Our enterprise content committee is currently developing some best practice tools to aid web managers
to do content inventories that root out content that is redundant old and trivial. As we make plans to consolidate many of
our web properties on a uniform content management system we are starting to compare practices between components. The expectation
is that we will harmonize our editorial guidelines and institute more DHS-wide training for content providers and publishers
in an effort to improve content management. OAST, our office in charge of assisted technology is well financed and staffed
through both the OCIO and the Civil Rights and Civil Liberties Office. Unlike other factors that are known contributors to
high performing sites, such as usability engineering, getting clearance from OAST is now a required step in the configuration
control process managed by the OCIO. The foundation of any content improvement process is to understand your audience. At
HQ, we have recently adopted a question as part of our satisfaction survey which asks people about how frequently they visit
the site. From this data we can cull who our power users are, who our frequent users are and who are new or infrequent users
are. We learned that most of our users are new and infrequent. This knowledge has helped inform our efforts to repackage our
content to better serve their needs. Dense page content is making way for content that is packaged for a bite-snack-meal way
of layering the pages.
Indicator(s):
|
