Chapter 4 Website Governance

Group 5

The Purposes of Website Governance ?

They typically exhibit wide disparities in design

They display a lack of focus in content

They use ‘bleeding-edge’ technologies

The Purposes of Website Governance

By directing strategic development

By organizing and resourcing all teams

By creating and policing adherence to standards

Website Management Team(WMT)

A Chairperson Delegate from Marketing/Communications Delegates from other business lines/divisions Delegate from Website Maintenance Team Delegate from Website Development Team Delegate from Website Technical Support

Team

The Composition of a WMT

Website Management Team

Overall website reporting structure.

The principal concerns of a WMT are:

Setting corporate web strategy

Agreeing site Goals

Monitoring overall performance

Responsibilities of WMT

How often they need meeting for a website?

Meeting

Once a month for a busy Transactional website

Quarterly or semi-annually for a brochureware site

Meeting

What are they talking about in the meeting?

Meeting

Purpose: Review ongoing management and address any high-level issues that have arisen in Development, Maintenance or Infrastructure.

Meeting

Meeting

Development review

Governance review

Resourcing review

Hosting review

General website review

A standard list of agenda items for such a meeting may include:

Website Development Review:New Content Proposals

• Website Hosting Review ：Is the website available when customers

want it? Is it fast enough? Is it reliable, i.e. what is the mean-time

between failures?

Meeting

Website Resourcing Review ：Size Complexity Levels of activity

Meeting

Website Maintenan

ce

Salary Costs

Editor

Content Contributors

Feedback Coordinators

Cost of Technology

Web quality assurance tools

Website content management

Other Costs Hiring specialist authors

Meeting

Website Development

Salary Costs

Team Leader

Designers

Developers

Cost of Technology

Graphic design tools

Site authoring tools

Website testing lab

Hosting charges Software licenses

Other Costs Hiring accessibility consultants

Meeting

Website Governanc

e

Salary Costs(Governance

team)

Cost of Technology

Other Costs(Hiring business consultants

Website Infrastructure

Salary Costs (Server management, database management, Security)

Cost of Technology (Computer hardware (servers), software)

Other Costs (Hiring specialists on an as-

needed basis)

Meeting

Meeting

Website Governance Review

Publishing Process

(Maintenance)

Feedback Procedure

(Maintenance)

Construction Parameters

(Development)

Testing Process

(Development)

Infrastructure Maintenance

(Infrastructure)

Design Process

(Development)

Rules:

The coding languages to be used

The security systems that must be implemented

The file formats that can be used

Preferred usability testing methods

The screen dimensions the website must be designed for

Website Standard

Sufficient detail :

The frame rate at which the file must be streamed.

Whether sound is permitted.

Whether it must be web accessible.

Website Standard

It must state in unambiguous terms exactly how a site must be managed with respect to the environmental and operational constraints of the business.

The first step for creating a successful Website Standard is to explore all such constraints in full.

Creating a Website Standard

The Environment

Established and Emerging Industry Practice

Organizational Values

Organizational Policies

Organizational Goals and Resources

Organizational Practice

Website Infrastructure

The Constraints of Website Management

The Law

Politics

Economy

Society and Culture

Technology

The Environment

Privacy and Data Protection Criminal Damage Freedom of Expression Copyright Electronic Commerce Disability Official Languages

The Environment: Law

Privacy and Data Protection Legislation

Criminal Damage Legislation

Legislation Limiting Freedom of Expression

Copyright Legislation

Digital Rights Management (DRM)

Peer-to-Peer (P2P)

Electronic Commerce Legislation

Business to Consumer (B2C)

Business to Business (B2B)

The Environment: Law

Copyright Legislation

Involves a system of voluntary licensing that allows authors to indicate whether they consent to their work being reproduced.

Agreements made via the internet are legally binding.

Electronic signatures have the same standing as written signatures.

Web transactions are liable for tax (in compliance with international agreements).

Consumer rights are protected when purchasing goods online.

Electronic Commerce Legislation

Stipulates that all US government

agencies must make electronic

information accessible to everyone,

regardless of disability. It has served

as a model for similar laws in many

other countries.

Disability Legislation ： Section 508

The environment: Politics

Q: What is Digital Divide?

Digital divide is a euphemism for the difficulty many marginalised

socio-economic groups have when trying to access the web. These groups often lack the finance,

training or other resources needed to go online. As such, they are in

danger of being left behind.

Answer

Rent laptops to students Training adult to learn about the web the encouragement of broadband take-up in

poorer areas Free internet access into libraries and

schools Free wireless internet in public place Low-cost laptop for poor people

Ways to solve this problem:

The environment: Economy

World Wide Web is growing. Online retailing continues to boom.Higher cost for site development.

A website which relies on old techniques is in danger of going out of date.

Mobile devices is becoming popular.

The environment: Technology

Society in general has adapted well to the new technology.

Innovative methods: linking website content with other media, e.g. TV.

The environment: Society and Culture

Gartner Hype Cycle

What role does it play in a design process?

Some examples?

Organisational Values

Security Privacy Corporate Identity Ethics Customer Care Safety Equal Opportunity

Organisational Policies

MarkUp Testing File naming

Organisational Practice

Organisational Website Infrastructure

Introduction Section 1. Website Governance Section 2. Website Maintenance Section 3. Website Development Section 4. Website Infrastructure

Writing a Website Standard

Wording the Standard

What is IEFT?

Must Must Not Should Should Not May

Terms

The homepage A standard content page A featured content page A competition page A search results page

Design Templates

An online quiz Unsubscribing from a newsletter Logging into an application

Design Patterns

LOGO

Chapter 5 Website

Infrastructure

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Hot Tip

What is the purpose on website infrastructure?

Can you give me an example?

Hot Tip

The purpose of Website Infrastructure is to ensure all the hardware, software and other systems needed for hosting are in place.

Example: An organisation that promises 24-hour customer service via the internet must have a high performance infrastructure in place to support it.

External versus Internal Hosting

External hosting is used by many organisations simply because they do not have the time, skills or money to build an infrastructure by themselves.

Is this type of solution suitable for everybody?

Website Technical Support Team

A Website Technical Support Team is the group of people responsible for creating and managing an organisation’s web infrastructure.

Progress Diagram

Basic Website Dynamic Website Transactional Website

Content: Plain content (HTML/XHTML).

Staffing: 1 person

Content: Dynamically generated from a database.

Staffing: 1 or 2 people (or more on a very large or busy site).

Content: Fully transactional content.

Staffing: From 1 or 2 people upwards (many more on a large or busy site).

The Skills Represented

Server Software Management

Server Hardware Management

Information Systems Security

Website Management Team

(1)monitoring operational

activity

(2)hosting function at

meetings for site Maintenance and Development.

(3)advise Website Management

about the effects of infrastructure

on business goals.

Website Architecture

What is website architecture?

Distinct Type of Architecture

• Two Tier Architecture

• Three Tier Architecture

• N-Tier/Multi-Tier Architecture

Two Tier Architecture

Two Tier Architecture is the most basic type of site infrastructure137. It simply consists of a Webserver connected (via a Firewall138) to an internet user agent.

Example?

Three Tier Architecture

A Three Tier Architecture is an infrastructure design used for Dynamic and Transactional websites.

This type are built to handle vast quantities of information and complex applications.

Additional Tiers

The third tier

(Data Layer)

The first tier

(Presentation Layer)

The second tier

(Application Layer)

t

e.g. JSP, PHP

e.g. browser,

PDA

Database

N-Tier Architecture

Conceptually similar to a Three-Tier Architecture.

The N-Tier (or Multi-Tier) design is used by sites that contain very large numbers of applications, or that require many servers to power their operations.

For example, websites like Yahoo! or Google operate on the basis of an N-Tier architecture.

Qs: The key difference between a Three-Tier and an N-Tier architecture?

Application Server

A program used to execute complex interactions on a Dynamic or Transactional website.

Similar to a Webserver.

Intended to handle dynamic features.

Selecting a Website Architecture

A Website Technical Support Team is the group of people responsible for creating and managing an organisation’s web infrastructure.

The challenge for the Team Leader : balance all of problems and still recommend a solution that allows Goals to be achieved.

The factors that have most influence on the form of Website Architecture are few in number.

What are they?

FactorsVolumes of data transferred across the internet

The nature of website content

Security & IS Policies

Volumes of website content

The required levels of website performance

Financial constraints&

skill of technical stuff

The Nature of Website Content

The most important constraint on the selection of website architecture is that of the content to be hosted.

• Two-tier = Basic HTML content and images.

• Three-tier = Dynamic content with some minor interactivity

• N-tier = Transactional content o a busy eCommerce website.

There are several factors that must be reviewed before a final selection to ensure a good fit between the chosen product and the needs of the organisation.

• Organisational Policies. Will policies such as security affect the choice of Webserver?

• The Skills of Staff. What range of technologies is staff familiar with, e.g. Open Source versus Licensed?

• Extensibility. Are there additional components that can be added-on to the Webserver to create extra functionality?

• Scalability. Can extra capacity be added to cope with any increase in traffic?

• Performance. How good is each Webserver in comparison with its rival for availability, reliability and responsiveness?

• Price. Which products are most cost effective?

Webserver

The principle workhorse of site hosting. It is amongst the most established of all infrastructure components.

How to Choose a Product?

Some other models of Webserver include: • Microsoft Windows Server® (IIS) (Licensed Product) • Zeus® Webserver (Open Source) • IBM Lotus® Domino (Licensed Product)

Volumes of Data Transferred across the Internet

The ‘backbone’ is the term used to describe the central spine that connects all the main parts of the internet together.

As with hardware and software, a standby link to in case something happens to the main connection.

e.g: a cable being severed by roadworks.

Budget Submission

Ancillary services

Software licensing Hardware procurement

Staff costs

common items

Additional Elements of Architecture

Search

eCommerce

Website Content Management

Search

A good quality search is essential to the prosperity of any site.

Many organizations find it necessary to invest in a more effective resource. This is particularly notable in large organizations that manage vast quantities of information.

Most solutions offer two means of operation: Standalone and Application Service Provider (ASP) models.

Standalone Model of Search

The Standalone Model requires:

• Install a Search Engine directly onto the infrastructure of a site.

• Configure to catalogue all information and create an index of content.

When a query is initiated, it is actually the index that is searched—not the website.

Application Service Provider (ASP) Model of Search

What is an Application Service Provider ?

•An Application Service Provider (ASP) is a firm that provides information or communication services over the internet. e.g. Hotmail

•ASP model does not require the installation of any software.

Cost of Website Search

The actual cost of search—whether Standalone or ASP—can vary widely.

e.g. The list price of a good quality Search Engine is about $5,000 for 25,000 pages.

Costs rise steeply as scope and functionality increase.

Indeed, some Enterprise Search Tools cost hundreds of thousands of dollars.

How to Select a Search Engine

Recall

Precision Ranking

‘Best Bet’

www.peoples.com

eCommerce

What is eCommerce?

• eCommerce is defined as the purchase of goods and services over the World Wide Web by means of a secure connection.

Based on the type of consumers being targeted, the most prominent segments of eCommerce are:

•B2C (Business to Consumer). e.g. Amazon.com

•B2B (Business to Business). e.g. Forrester.com

•B2G (Business to Government). e.g. dell.com

Many of the same firms that engage in B2B also engage in B2G.

eCommerce

Standard Tasks of eCommerce

Collecting orders

Processing orders

Fulfilling orders

Shopping Carts

Factors of selecting shopping carts:

•Organizational Policies

• The Skills of Staff

• Extensibility

• Scalability

• Performance

• Price

•Security

•Functionality

•Design and Usability

Security of a Shopping Cart

Most online transactions have to pass through at least three electronic transfers before completion:

•Collection of payment details • Processing of payment • Expediting of orders

Shopping Cart Functionality

Features for the promotion of online sales:

• Reward Points

• Hot Deals Listing

• Wish Lists

• Popularity chart

• Out of stock Supplier alerts

• Basic and advanced Search Engine

• Currency Conversion

Payment Processor

A good Shopping Cart should provide some form of integration with online payment processors.

What is a payment processor?

•A payment processor is an organization that offers a secure means for sending and receiving payments over the internet.

Website Content Management(WCM)

An interesting feature of the way WCM works is that it is often capable of hosting multiple versions of a site on just one Webserver. In this way, useful ‘Preproduction’ sites can be easily created.

Preproduction

What is preproduction?

•Preproduction is a term used to describe an infrastructure where content and design changes can be prepared and evaluated, before being put live.

Preproduction is not located in a DMZ but on the internal network.

Standard Preproduction Architecture

Website Infrastructure Maintenance

Hardware Maintenance

Software Maintenance

Security Maintenance

Data Maintenance

Operational Level Agreement(OLA)

OLA stipulate targets for Availability, Reliability and Responsiveness.

One of the most important sections of an OLA is that which determines the procedures to be followed in the event that things go wrong.

When Bad Things Happen

Errors on a website can occur in an almost endless variety of ways. For example:

• An Application Server could become infected with a virus

• The fan on a server could jam and cause it to overheat

• A Shopping Cart could crash as a result of a sharp increase in traffic

• A Webserver could be defaced by a Hacker

When Bad Things Happen

Several means can be made aware of such issues:

• Feedback

• Website Monitoring Service

• Website Quality Assurance Review

How to Respond

Priority

Three

Priority Two

Priority One

Priority Zero

Indication A bug requires fixing

Certain applications stop working

Totally unavailable

Unavailable

Impact Little or no Affect conduct business

Solution Set with the agreement of affected parties

Fast response

Switch to a standby infrastructure

Disconnect until every branch fixed

Time Within an hour or two

Immediate Extremely urgent

Hours of Service

The greater the requirement—the greater the cost.

e.g. •A small Basic site might only require assistance during standard business hours, i.e. 9am to 5pm.

•A global Transactional site almost certainly needs comprehensive 24 hour service.