Digital Manager Antony Theobald on how improving our internal support processes will ultimately benefit users of our website.
Here at the University of Bristol, we operate a devolved publishing model for web content.
‘Devolved’ publishing for us means we have nearly 2,000 web publishers creating and updating content across hundreds of sub-sites and pages under bristol.ac.uk.
For us as a digital team, this has some pros and many cons.
Without going into all of those here, we’ve recently started addressing one of the major cons: one small team supporting a vast community of publishers.
Let’s start with a quote:
“Most web teams I’ve met are being nibbled to death by tiny tasks. They don’t have time to focus on what really matters – the top tasks* – because the org is so vanity-prone, inward-looking and organisation-centric.” Gerry McGovern – Transform: A rebel’s guide for digital transformation, Pg158
I’ll wager most higher education digital teams can relate to this. We’re no different at Bristol. This is exactly the challenge we face. There are so many demands on our time it’s very hard to make the time and space to focus on the important things. But when us digital folk try to kick back, we’re told that each project is utterly crucial, has an unmissable deadline, and has some seriously senior backing.
Many of us will secretly face-palm when we get these responses, but it’s a natural way to think and act. We should be more surprised if our colleagues didn’t respond this way. But the fact remains – we are all too often stymied by ourselves.
So how to change things? How to help refocus our efforts onto what really matters to our users/audience/students? (more…)