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Systems Alliance Blog

Opinion, advice and commentary on IT and business issues from SAI

This week we had the pleasure of sponsoring HighEdWeb’s 2016 Annual Conference in Memphis, Tennessee. We shared SAI Digital’s Web Strategy for Gen Z white paper, gave out a fleet of paper airplanes, and awarded a lucky winner an iPad mini. We heard some killer blues music and soaked in the rich culture and delicious food of Memphis. I even had my picture taken with Elvis. But the best part of the conference for us, was getting to meet over 600 talented and dedicated web professionals across the U.S., Canada and beyond. (Okay, we didn’t meet every single person, but we sure tried!)

Jeanne & Elvis HighEdWeb

As a UX professional who has worked in and for higher educational institutions over the past 20 years, it was an enriching opportunity to listen to lessons learned and inspirational ideas for the future of higher education websites, recruiting and marketing. While I didn’t get to attend every session (there were close to 100) I did see a few major themes emerge that many higher education institutions are currently facing.

Understanding Your Audience

Quite a few sessions focused on understanding the post-Millennial audience that will reach college campuses in the next year or so. Doug Tschopp from Augustana College provided thought-provoking research on generational theory, while we pondered how technology shaped the next generation of college students. Gen Z’s have not known a world without the Internet and may have first connected with technology before they could walk (or in the case of Doug’s example, during potty training). It’s no surprise that there were multiple sessions about how and when to start texting and Snapchatting with prospective students.

Doug Tschopp

There were several presentations on providing personalized experiences to site visitors. At SAI Digital, we know that many of our Higher Ed clients would like to provide an Amazon-like experience for interested students. The CMS vendor, Terminal Four, walked through possibilities for personalized experiences based on geographic location, email campaign click-throughs, and website behavior depending on which academic program was viewed. The opportunities are exciting, but we must be careful because far worse than not providing a personalized experience, is making incorrect assumptions about our visitors or providing an experience that feels intrusive.

The presentation that sparked my imagination the most was from Melissa Dix and Bill Mortimer at Beloit College. Beloit shared their bold and unapologetic approach to marketing and recruiting which centers on the idea that hefty viewbooks are a thing of the past and the future is less permanent, student-authored content. Beloit formed a collective of students and invited them to collaborate and even drive the content authoring process. (And when I say drive, I mean literally drive. Check out their In a Van series on YouTube.) As a result, Beloit is able to provide fresh, fun and authentic videos and messaging that prospective students are overwhelmingly connecting with through email and social media, especially YouTube and Snapchat.

Beloit College

Managing Websites and Redesign Projects

Several presentations focused on how to build and manage a web team, especially when departments are understaffed or resources are decentralized across the college or university. Jennifer McFarland of NC State University provided an insightful (and hilarious) view into NC State’s move from two web team members to an expanded team of more than six web professionals and interns—all while moving their CMS from Drupal to WordPress.

Lisa Catto of Western Oregon University (WOU) emphasized the need for a more thoughtful and strategic process when undergoing a major website redesign. A poor vendor relationship and lack of campus buy-in led to a painful redesign of the WOU website. Some of the key takeaways for improving the redesign process in the future were agreeing on the primary audience, investing in usability testing, avoiding “death by committee” for key decisions and centralizing content creation. As a company, SAI Digital prides itself on thorough audience research, iterative usability testing and long-term collaborative partnerships with our clients. It was great validation to hear that the work we do can go a long way toward avoiding those pitfalls.

Data, Accessibility and Security

Another hot topic during the conference was collecting, analyzing and reporting on email, website and social media traffic data. As the Digital Analytics Lead for Harvard University’s Public Affairs and Communications, Aaron Baker had plenty of insightful experiences to share. For many of our clients, the job of data capture and analysis falls by the wayside behind too many other responsibilities. Aaron’s advice on selecting the right key performance indicators (KPIs) to track and leveraging analytics and social media listening tools is a first step toward building more comprehensive insight.

The theme of accessibility was addressed not only in several thoughtful presentations, but also by attendees I spoke with in conversations throughout the conference. A growing list of higher education institutions are currently facing liability for inaccessible websites. Colleges are becoming more aware of accessibility guidelines and putting plans into place for evaluating and improving their websites, reflecting a commitment to meet the needs of all students. This is a topic that will continue to be in the foreground of web development in the near future. (We recently wrote a blog on this very topic. Check out  Website Accessibility Tips for College Admissions.)

It is telling that the session selected as best presentation for the four-day conference was by Paul Gilzow from University of Missouri about securing higher education websites against hackers and malware. With more colleges moving to open source CMS solutions, like WordPress, security is an ever increasing concern.

Content and Storytelling

Aside from attracting audiences and tracking data, the real heart of the matter at HighEdWeb 2016 was content. Whether it was developing a clear content strategy, producing fresh and authentic content, or writing findable content, it was clear that many institutions are working on ways to improve the content they deliver. 

It was so fitting that the conference ended with a Keynote by LeVar Burton. (THE LeVar Burton from Roots, Star Trek the Next Generation and Reading Rainbow.) Mr. Burton, who has dedicated the past 30+ years to literacy, talked about how storytelling is the foundation of education. Stories spark our imagination and it is our imagination that allows us to form ideas. When I thought about Mr. Burton’s message and how it related to higher education marketing, one quote he said really stood out to me. “A story is only as good as the storyteller’s ability to communicate that to a listener.” It reminding me of a recent experience where we developed what we and our client thought was a very compelling story about the University, only to find out during usability testing that prospective students didn’t really understand the message we were trying to convey. Not only do we need authentic and compelling stories to tell, but we have to continually learn how to tell them in ways that resonate with our audiences, whether that is through an interactive website or a 10-second Snapchat.

LeVar Burton

For our team at SAI Digital, the conference was a great experience. Not only did we get to meet fantastic people and hear the difficulties facing a wide range of colleges and universities, we left inspired to continue to develop innovative solutions for our higher education clients and their audiences.

We’ve been busy collecting feedback over the past several months, and it’s always interesting to see the parallels between various industry verticals.  From our manufacturing clients like Anheuser Busch and Mohawk, to healthcare clients such as Sheppard Pratt Health System, we’ve heard loud and clear how valuable it is to easily report on the data contained within Acadia so more robust reporting has been the focus with our newest release, Acadia 5.7.0.  Below is a list of the improvements which will be ready to use when you log in on Friday, October 14.

Improved Feedback Report

We’ve updated the Recent Feedback report to provide access to user feedback for all active documents on the system, all in one place. In addition to accessing a specific document’s feedback via its document report, the Recent Feedback report now has a “view all” option. Advanced filtering and sorting allow you to quickly access the feedback you need to improve your critical policy and procedure documentation. Keep an eye out for even more improvements in our document feedback reports in future releases.

 

Acadia Feedback Report

 

Document Task Report

Task management has proven to be a game changer for our clients. Managing the execution of “one best way” procedures by converting procedure documents to task lists has caught on, particularly with our manufacturing clients. With our 5.7.0 release, we’ve added the ability to view a report of all task lists generated from a specific procedure document. Simply browse to any procedure document and access the document report to see the status of all task lists associated with that procedure.

 

Acadia Task Report

 

Redesigned Document Report Screen

While on the topic of document reports, they’ve been completely redesigned to provide better filtering and a more cohesive experience. The addition of tabs allows you to quickly and easily switch between Acknowledgement, Quiz, Feedback, and Task reports without leaving the document report screen. Behind the scenes, an all-new reports framework improves performance while allowing more ways to sort and filter your data.

 

Acadia Document Report Screen

 

Manual and Routine Rollup Report

Manuals and routines are an effective way to combine related content into larger bodies of work. With Acadia 5.7.0, you’ll now be able to see combined document reports for every document in a manual or routine. We’ve even added the new task report to manuals and routines containing procedure documents. In addition to increasing the usefulness of manuals and routines, this rollup report lays the groundwork for things to come in future releases.

 

Acadia Rollup Report

 

Better Search Term Indication

When it comes to usability, sometimes a very minor change can make a big difference.  By increasing the contrast of search term matches, we help ensure that there is no doubt as to why a document returns in your search results. You’ll notice this difference the first time you search for a document in Acadia.

 

Acadia Document Search

 

Improved Mobile Experience & Bug Fixes

We strive to make our product much more usable with every release, and this release is no exception. In addition to robust reporting enhancements, we’ve made numerous changes to improve the mobile experience in Acadia. Finally, we found some bugs along the way and squashed them in short order.

We hope you’re as excited about these new features as we are and we look forward to announcing the improvements in next month’s release. As always, keep the feedback coming!

Imagine a high school student who is blind or has a physical disability, who was planning a campus visit. You would expect the college or university to accommodate any challenge or limitation that student might face, and work to make sure they had the support they needed. There would be accessible parking spaces in the lots. Buildings would include wheelchair ramps and elevators. Tour guides would be quick to offer additional assistance to meet the individual’s unique needs.

Now imagine that same student’s experience with the school’s admissions website. If the website was designed using best practices for web accessibility, people who are blind or have low vision could use a screen reader to “view” the content and easily navigate across the site. People who are deaf or hard of hearing could read on-screen captions for videos. People with physical disabilities could use keyboard navigation or mouse alternatives to interact with the content.

First impressions are everything. Research indicates that today’s Gen Z prospective students make judgments about college websites in eight seconds or less. When prospective students begin looking at colleges, they start the evaluation process with the school’s website—the virtual tour is the new campus tour. For students and their parents, the first impression of a school is through its website.  And for students with disabilities, that first impression is going to be poor if the site is not accessible. Having a website that is not accessible to all prospective students means that some people will not be able to view all of the content. As a result, they will miss important information and find it difficult or impossible to navigate the site.

Online Accessibility Graphic

What is accessibility?

When people talk about website accessibility, they are likely referring to a set of standards and best practices that ensure that people with disabilities can use a website. You can learn about accessibility by reading about Section 508, which is the US federal guidelines requiring certain websites to meet a small set of requirements for accessibility, and WCAG or WCAG (Web Content Accessibility Guidelines), which is the widely accepted set of standards for website accessibility.

While accessibility is important for all websites, colleges and universities have even more compelling reasons to make sure their websites are accessible.

Why is accessibility so important for college admissions?

  • An accessible website will benefit your admissions department. Statistically speaking, you will have people visiting your site who will benefit from accessibility. As an example, the National Eye Institute estimates as many as 8 percent of men and 0.5 percent of women with Northern European ancestry have the common form of red-green color blindness. If your website follows color contrast guidelines, you will be more effectively reaching a large segment of prospective students and their parents.
  • Accessibility represents fundamental values of higher education. Higher education is defined by inclusivity, diversity and learning. It’s about expanding education and opportunities. That mission falls flat if college admissions websites put thousands of people at a disadvantage every year.
  • It’s good business. Every higher education institution—whether public or private—shares the goal of making sure every incoming class reaches its capacity with smart, talented students. With trends in applications showing a national dip, it’s more important than ever to attract students who will excel at your school. The fact that some students rely on website accessibility does not in any way preclude them from being successful in college.
  • You can stand out as a leader. Fewer people are applying to college, and competition is a challenge for everyone. There is only so much you can do to differentiate your institution from others. But while you may not be able to expand your campus or offer a new program, you can start to make your website accessible. This is one way you can differentiate yourself from your competitors.

Tips for Making College Admissions Websites Accessible

Accessibility Best Practices

Making your website accessible may seem like a daunting, time-consuming, expensive task. The good news is that changes don’t have to be made all at once. Instead of struggling to implement a site-wide overhaul, start with these easy wins.

Make your text size large

When it comes to font size, go big or go home. Forget 12px as the standard. Go for 16px for your base body copy. Reserve 12-14px for special cases or literal fine print. There are a lot of people who have minor visual impairment, including older users and people who forgot their glasses. Even people who have perfect vision will thank you if they are viewing your website on a screen with wonky resolution. Large text size is also a design trend, so you’ll be helping people view your content and you’ll look good at the same time.

Choose a color palette that meets contrast standards

Meeting color contrast standards is the best way to make sure people who are visually impaired or colorblind can view your website. Unfortunately, many designers are not in the habit of planning for color contrast when they are determining the brand colors and typographic styles for a website. If you check contrast before you finalize the basic color palette, you won’t have to worry about checking every single element on the site.

Use descriptive text for links

Avoid generic link text like “Click Here.” People using screen readers often “scan” the page by jumping from link to link, and they rely on link text to describe where that link will take them. For instance, say “View the events calendar” instead of “To view the events calendar, click here.” Not only is this an important accessibility feature, it is also a best practice for SEO and user experience.

Use consistent heading hierarchy

People who use screen readers also rely on headings to scan the page – just like sighted users. Make sure you use a logical heading structure to make the page easier to follow. Reserve the heading 1 tag <h1> for the page title. For the main content area, use the heading 2 tag <h2> through heading 4 tag <h4>. You can keep going, but most people won’t require additional levels. Make sure your typographic styles for headings make it clear—at a glance—what the hierarchy is.

Don’t rely on color alone

Color is a great way to communicate information, but it shouldn’t be the only way. This will be helpful for people who are colorblind or anyone dealing with a monitor that has poor color resolution. The most important place to apply this best practice is with interactive elements, such as button, links and form fields to indicate status or state changes. Instead of or in addition to color, you can use icons, typographic styles and language as a redundant way to convey information.

Strategies for Prioritizing Accessibility Efforts

Unfortunately, accessibility is often a great idea that never sees the light of day. Many people still don’t know what accessibility refers to, let alone how to plan for it in their websites. Even strong advocates may lack the time and resources to put their beliefs into practice. It’s often unrealistic for colleges and universities to do a complete accessibility overhaul on their existing sites all at once. Fortunately, that’s not necessary.

Here are a few strategies to start moving towards a more accessible website:

  • Start small. You don’t have to do everything. Concentrate on easy fixes. Continuously make your site more accessible over time. This is more manageable, and you will see results begin to gain momentum as you go.  
  • Take ownership. Whether you work on in the admissions office, on the IT team, or with Marketing—you can start taking responsibility for including accessibility as part of the discussion. Make sure people know about it, even if you can’t take action right away.
  • Join forces. You may not be alone at your institution. Find your advocates and allies. Reach out to other parties who might be interested in or benefit directly from making your site more accessible. Talk to the ADA compliance officer. See if there are student or faculty groups devoted to advocacy and equal opportunity.
  • Plan for it. Accessibility is rarely a line item on a budget or a milestone in a timeline. But it won’t just happen on its own. Even if you are not able to do much now, start planning for opportunities to improve by setting aside resources and including accessibility into the next website redesigns or upgrade.   

In Closing

If this is the first time you are thinking about your website’s accessibility, we hope we have illustrated how important it is to prioritize making your college website more accessible.

If you have been advocating making your college website more accessible, we hope this gives you some good ideas for how to proceed. Check back soon for more articles and resources about accessibility. 

 

 

Memphis, TN: home of the blues, BBQ and the HighEdWeb Conference 2016. We're packing our bags for the Bluff City and can't wait to experience a little bit of southern hospitality as we sponsor this innovative conference for the first time.

The four-day conference boasts a schedule filled with notable keynote speakers and actionable and inspiring workshops. The sessions are designed for a variety of web professionals—topics range from the technical to the analytical to the creative.

Sessions on our must-see list include: Hello from the Other Side: Painful Lessons Learned from a Website Redesign; One Size Fits None: Remaking a College Site for a Content Hungry Generation; Accounting for Website Security in Higher Education; and Application Development: Why UX Matters. Check out the full schedule on the conference website!

We’re excited to experience this event and believe that it offers significant value to Higher Ed digital communications professionals. Planning to attend? We would love to meet you and hear about your website goals and challenges, so be sure to stop by booth 13 and say hello! We’ll have plenty of giveaways and goodies, plus information about how a partnership with SAI Digital can help your web presence.

 

Imagine you are an end user for a complicated application. You find yourself stuck - unable to finish your work because you’re unfamiliar with the operation you’re trying to perform. What resource would you turn to for help?

For most users today the next step involves a search bar – whether it’s a purpose built in house tool or the ubiquitous Google. They grab only the information they need to complete their work and move on.

Now put yourself on the other side of the table as the vendor.  Is the knowledge you just gave the end user a product of just in time training or is it application support?   If the content and the means of delivery are exactly the same, does it really matter what you call it?

Training

Two Sides of the Same Coin 

The only clear way to draw contrast between these two processes is the delivery timing.

Training is effectively Support that’s being delivered before users know they need it. It is the proactive introduction of information to end users before they understand enough to know what to ask. This needs to be delivered when users are learning for the first time or when there have been substantial changes in the way they utilize your products or services.

Support, delivered well, becomes both problem resolution and just in time training that happens to reinforce or refresh the user’s knowledge. It is the reactive delivery of information provided when users request it. With shrinking attention spans, it can often be difficult to recall every component of training after it’s been delivered.  Reinforcing previously learned material to apply knowledge, understand a change, or resolve an issue (self-help) would fall under support.

Three Things to Consider

In the emerging world of “Customer Success”, distinctions between training and support are subsumed into the greater objective of satisfying your customer’s requirements at the right time (right now) and making it as easy as possible.

With traditional training and support models being disrupted as they crash into one another, it’s important to start thinking about how your organization delivers content to end users. Here are three things to consider:

1.       Do you have the right tools?  Let’s jump back to our search savvy end users. Their expectations are high when it comes to tools.  If your tools aren’t as easy to use and as fast as the Google Search bar, they’re going to look elsewhere. If they’re not using your tool, is the information they get going to be accurate? Will that hurt your relationship with the customer?

At the same time, as your customer base grows, scalable and asynchronous delivery is generally cheaper to provide than a one on one interaction with the customer success team.  This doesn’t mean you can skimp on content or launch a poorly thought out self-help tool.  Substantial investments are still required to plan and execute or you’ll end up spending on both as users give up on using your self-help tools and call for help.

2.       Is your content structured correctly?  Boring, lengthy, and dated content that requires a substantial investment of users’ time is out. Short, informative, and search indexed content that is built for “microlearning” is in.  Give your users what they want and nothing more.

3.       Does your “training” inform your “support” and vice versa?  Your model has to be flexible enough to allow a continuous feedback loop. Input directly from end users as well as reviewing trending data from your ticketing system can drive improvements and help you determine what is the most important content to add, highlight, or refresh over time.  Failing to adopt an agile approach will decrease the value of the content over time.

Interested in learning more?

Ready to jump in and figure out how to better serve your end users?  Check out our website at SystemsAlliance.com to find more IT Strategy and Operations insights or visit Acadia-Software.com to learn how the Acadia Performance Platform is providing critical content to drive effectiveness at organizations like Mohawk Industries and Anheuser Busch InBev.​

 
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