Company » Processes

Insight Content Guidelines

Table of Contents

  1. Our Goals
  2. Who these guidelines are for
  3. Roles and Responsibilities
  4. Guidelines and Policies
    1. Login procedure
    2. System of record
    3. Style guide
    4. Keeping content fresh
    5. Promotion of content to Insight
    6. Insight vs. file system - Which do I use?
    7. Audience
    8. Suggested pages for all departments
  5. Support and Feedback

Our Goals

  • Quality user experience
  • Consistent processes
  • Aligned message and identity
  • Distributed workload
  • Empower communication

Successful content avoids confusion and empowers the reader.

Who these guidelines are for

These guidelines assume you are comfortable logging in and adding/editing pages, documents, and images in the visionCMS. Feel free to request CMS training from your manager or sit in on a training session from one of our trainers if you do not feel comfortable updating Insight.

Roles and Responsibilities

Each department should have a primary content owner. This role can rotate, and tasks can be distributed among others, but there should always be a clear owner for others to communicate with about that department's content.

Current department content owners:

  • Design: Natalia Cudlip
  • Finance & HR: Mike Truex
  • Legal: Katrina Bondoc
  • Marketing: Nina Vuong
  • Network Administration: Rick Parker
  • Production: Kenneth Carlo Santos
  • Products: Denise Petrulis
  • Project Management: David Rodriguez
    • User Experience: Uriz Goldman
    • Quality Assurance: Liam McAloon
  • Sales: David Luong
    • Client Success: Robert Schnelle
  • Software Development: Yuliang Ding
  • Technical Support: Lyman Benton
  • Training: Joe Capucini

Some pages are owned by multiple groups but will still have a primary contact, similar to departments:

  • Homepage, Header & Footer: XXXXXX
  • Company Goals: XXXXXX
  • Project Gallery: XXXXXX
  • Components and Features: XXXXXX
  • Company Events: XXXXXX
  • Fun: David Luong
  • Geographic Customer Map: XXXXXX
  • Who Does What: XXXXXX

Some components will be leveraged by multiple departments. For these, ownership falls to the department that created the item in question:

  • Documents
  • Images
  • News
  • Events
  • FAQ
  • Staff Directory
  • Forms
  • Photo Albums

Guidelines and Policies

At Vision we rely on each other. Let's uphold the same standard of responsiveness and quality for Insight as we would for a client.

Login procedure

When you are editing website content of any kind, use your Active Directory account. These are the same credentials you login to your computer with, though be sure to type NETVIP\ in front of your username.

Admin login: https://insight.visioninternet.com/admin

Example username: NETVIP\LBenton

NOTE: Login using your account, not "webmaster" or "sysadmin," so activity is tied to the proper person and workflow.

System of record

Where possible, Insight should be the system of record for content found on it. When updates are made to content such as department processes and client-facing documents, Insight should be the first source.

When sending documentation or process changes to colleagues, instead of attaching or emailing the full text, link to the item on Insight. This ensures those who save your email will be directed to the latest version.

Notable exceptions:

  • Active Client List (system of record: Salesforce)
  • Company Goals (system of record: file system)

Style guide

When adding or updating content, please follow the Insight Style Guide to ensure quality and consistent experience for Insight users.

Keeping content fresh

Insight should not become a dumping ground for any and all content, but neither should it become stale and disused. The war against obsolete content requires a multi-faceted approach:

1. Future-proof wording

If your page would reference a data point that can change, such as a person's name in a role, it is safer to refer to the role rather than the name. For example, prefer writing "Production content owner" instead of "Kenneth," or "Canada Regional Sales Manager" rather than the name of an RSM.

If your page would reference an existing process, prefer linking to the official process rather than quoting it. This ensures any process changes only need to be updated in one location.

2. Scheduled content review

All content should be reviewed periodically. Whether that period is a matter of weeks or years depends on the content. Utilize the Scheduled Content Review option to send a reminder when it is time to revisit or update information.

Guidelines - Content Review

Promotion of content to Insight

Content posted to Insight should be useful to one or more departments.

On one hand, we don't want Insight to become a dumping ground for everything we write down. There will always be other content repositories than Insight, such as scratch pads, for that.

However we also want to harvest people's and departments' "information silos" for as much useful content as could benefit others.

If your content matches one of these criteria, it may be a perfect candidate to be promoted into Insight:

  • information that has been referenced by you or others more than 3 times
  • how-to and setup guides that don't already exist

Insight vs. file system - Which do I use?

While Insight is the system of record for nearly all processes, knowledge, and resources, the examples below should go on Vision's file system rather than Insight:

  • Files with ephemeral information that are updated multiple times per week (e.g. client mailing lists)
  • Sensitive or confidential information (e.g. VPN or FTP credentials, financial records)
  • Contracts and proposals
  • Invoices

Audience

When writing, consider who is in your intended audience:

  • Your own department
  • Departments you work with frequently
  • Departments you don't work with often
  • Clients (e.g. sharable documents)

If it does not compromise the effectiveness of the content, be inclusive to others where you can and try to make your content understandable for as many users as possible.

Suggested pages for all departments

  • Knowledge Base - How-to, Known issues, FAQ
  • Processes - Standard operating procedures
  • Resources - Quick links, tools, etc.
  • Metrics - How does your group measure performance?
  • SLA - Expected response time for other departments or for clients

Support and feedback

As with other live visionCMS sites, if you notice any issues with Insight, please create a ticket by sending the details and URL of the related page to support@visioninternet.com.

If you have other feedback to share about Insight, please email the homepage content owner listed under Roles and Responsibilities above.