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IWMW BirminghamJuly 2004
Measuring the Impact of a CMS ImplementationIs the Web Guru dead?
Grant Malcolm,The University ofWestern Australia
IWMW BirminghamJuly 2004
About UWA● 16,000 students ● 3,500 staff● research intensive● “high tech, high touch”● member of Australian Group of Eight ● a “sandstone university”
IWMW BirminghamJuly 2004
Web @ UWA - pre CMS
● responsibility highly devolved ● infrastructure highly decentralised ● no web guidelines ● no SOE ● significant duplication of content/effort● poor ROI in web development ● Feb 2002 snapshot* courtesy of
http://www.archive.org/
IWMW BirminghamJuly 2004
Implementation – the sum of its parts● academic restructure ● faculty sub-branding ● web guidelines ● site management plans ● CMS
IWMW BirminghamJuly 2004
Web @ UWA - post CMS● still no SOE ● still devolved responsibility for content● infrastructure largely centralised● content reused and repurposed● limited guidelines supported by CMS ● better ROI in web development ● Two years later - Feb 2004 snapshot*
IWMW BirminghamJuly 2004
CMS Impact - High● consistent "look" ● consistent navigation styles ● improved accessibility● guideline & standards compliance ● easier to develop/maintain● “a University website”● shift focus of web development
IWMW BirminghamJuly 2004
Web @ UWA – pre CMS
Decentralised
●layout●branding●design●navigation●structure●accessibility●standards ●content●infrastructure
Centralised
IWMW BirminghamJuly 2004
Web @ UWA – post CMS
Shared●design●layout●navigation●accessibility
Centralised● branding● standards● infrastructure
Decentralised●structure●content
IWMW BirminghamJuly 2004
CMS Impact - Moderate● currency of content ● improved structure ● better information management ● better ROI ● fewer outlaws
IWMW BirminghamJuly 2004
Expectations for website (and CMS)● consistent● usable● accurate● alignment● available● compliant● current● affordable... suggestions?
IWMW BirminghamJuly 2004
Consistent● portion of site in CMS (37k pages or ~10%)*● lies, damned lies and Google page counts● intranet and applications?● organisational units in CMS (132 or 93%)● content weighting?● design, navigation and behaviour● flexible templates – the balancing act*
IWMW BirminghamJuly 2004
Number of Pages in CMS
Currently ~37,000 pages
0
5000
10000
15000
20000
25000
30000
35000
40000
IWMW BirminghamJuly 2004
Usable● navigation● structure● usability studies● client surveys and feedback
IWMW BirminghamJuly 2004
Accurate● sourcing from the source● repurposing and re-using content
– Static and/or unstructured e.g. pull or nest content, minimal document management*
– Dynamic and/or structured e.g. contact, event or handbook details*
IWMW BirminghamJuly 2004
Alignment● Supports policy and strategic initiatives● Integrates with enterprise architecture
– VLEs, LMSs and CMSs– Personnel and Financial Systems– Student information systems– Portals– Library Systems– SSO
IWMW BirminghamJuly 2004
Available● Client expectations ● SLA's
IWMW BirminghamJuly 2004
CMS Reliability & Stability 2003 - 2004
2003
2004
Excellent Good Average Fair
0
2
4
6
8
10
12
Excellent Good Average Fair Poor0
5
10
15
20
25
30
35
40
45
IWMW BirminghamJuly 2004
Compliant● validate against (which?) standards
– <table> not <div>– HTML not XHTML
● accessibility– currently minimum WCAG A rating
● site management plans– required for all official sites– currently checklist– monitor CMS (93%) vs non-CMS (76%)*
IWMW BirminghamJuly 2004
Site Compliance with Web Guidelines
Inside CMS Outside CMS0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
IWMW BirminghamJuly 2004
Current● frictionless publishing “many hands”
– staff maintaining content in CMS (623 or ~20%)*– editor accesses (20-250 logins/working hour)*– development rates (0-150 pages/working hour)*– updating rates (20-150 pages/working hour)*– demand for support/training (11 requests/day)*– 30k pages/480 working days = 62 pages per day– CMS user surveys and feedback*
● expiry and review notification
IWMW BirminghamJuly 2004
Number of Staff Publishing in CMS
Currently 623 staff
0
100
200
300
400
500
600
700
IWMW BirminghamJuly 2004
Staff Using CMS by Role 2003 - 2004
AcademicAdministrativeManagerial ExecutiveTechnical
2003
2004
IWMW BirminghamJuly 2004
CMS Specific Training 2003 - 2004
No trainingLess than one hour1-3 hoursMore than 3 hours
2003
2004
IWMW BirminghamJuly 2004
CMS Ease of Use 2003 - 2004
Excellent Good Average Fair
0
2
4
6
8
10
12
14
16
18
20
1
19
54
Excellent Good Average Fair Poor0
5
10
15
20
25
30
35
40
45
50
10
45
15
12 12
2003
2004
IWMW BirminghamJuly 2004
Affordable● resourcing levels: staffing, hardware &
software infrastructure– Staff up to 3.5 FTE = A$150k– Six Intel boxes = A$50k– OpenSource software = A$0– Organisational unit costs not included
● two year implementation/rollout cost – A$200k/30k pages = A$6.67 per page
IWMW BirminghamJuly 2004
Overall Benefit of Using CMS 2003
Huge benefit Significant benefit Marginal benefit Neutral Marginal set back Significant set back0
5
10
15
20
25
30
IWMW BirminghamJuly 2004
Overall Benefit of Using CMS 2004
Huge benefit Significant benefit Marginal benefit Neutral Marginal set back Significant set back Huge setback0
5
10
15
20
25
30
35
IWMW BirminghamJuly 2004
Amount & Effectiveness of Effort - 2004
Decreased hugely Decreased significantly Decreased marginally About the same Increased marginally Increased significantly Increased hugely0
2
4
6
8
10
12
14
16
18
Amount of effort
Much more Marginally more About the same Marginally less Much less0
5
10
15
20
25
Effectiveness of Effort
IWMW BirminghamJuly 2004
Web @ UWA - what hasn't changed?● poor management predominates ● fragmented, siloed architecture ● disparity between sites depending on
resourcing levels ● web gurus?
IWMW BirminghamJuly 2004
Web Gurus?
Shared●design●layout●navigation●accessibility
Centralised● branding● standards● infrastructure
Decentralised●structure●content...from informationand navigation totransactional,strategic web use? ?
??
?
?
IWMW BirminghamJuly 2004
Questions/feedback?● Thank you