redesigning lclark.edu

help

LiveWhale News and Tips

News and helpful tips are available online at this address:

http://www.lclark.edu/new_media/faq

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June 8… Our Internal Soft Launch

While we’re applying the finishing touches to our new website, we invited our internal community in to take a look around and try out the new site. We’re more than 90 percent finished, but you will see a few things that are not final. The top items are:

  1. We’re saving the release of the first Uncommon Journey and the new-look versions of the Newsroom and The Source for the official launch.
  2. Image columns are still being created and certain design details are being fine-tuned.
  3. There are a few navigation details yet to be resolved.
  4. Events will not become functional until we complete the integration of our content management system (CMS) with the new EMS calendaring software.
  5. Finally, all the while we’ll continue moving websites from the old Trillium CMS into LiveWhale.

Please bear in mind that the new lclark.edu, like any new website, goes live with imperfections. (In reality, a website is never perfect — you can always do more — and we will.) So, if you are involved in our preview, you might very well encounter some as you explore the site. We ask for your understanding and, more important, that you let us know about any glitches, hiccups, and breakdowns that you might encounter.

During the preview, we’ve added a feedback tab to the left of each page. (We’ll remove it at launch for more subtle feedback methods.) Please click it to send us a note if you spot something broken and please be as specific as you can. And, we know that we’re going to get a lot of feedback on issues all across the site, so please bear in mind that we will not be able to respond to each request individually, but that everything goes into our New Media zendesk project management system and we’ll be tackling them all one-by-one.

We’d also love to hear what you like and general comments as well. What do you think of the new lclark.edu?

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New Media’s New Help Site

In a number of my recent posts, you may have noted an “Also published” link at the end of the post. All these links go to our new help site, which we host through a service called Zendesk.

https://media.zendesk.com/

Zendesk gives us the easy ability to offer you forums, so you can get quick self-help for issues from us or the Lewis & Clark community, or submit a ticket to get specific help on an issue or project.One of the coolest things about Zendesk is that you can interact with issues merely by sending or replying to email. So if you have a question, just email:

support@media.zendesk.com

And then, as we respond to your question, issue, concern, project, you’ll get updates cia email and can simply reply to them to send additional thoughts, concerns and questions back. (You can login if you want, but you don’t have to.)

So when the content I’ve posted here also serves as help text in our forums, I’ve been putting these links in to help you locate and explore Zendesk. And by the way — Morgan be posting lots of help videos in Zendesk too over the coming weeks — look for a post on those in the coming days.

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Who will help us?

So, when Boot asked about training, it brought up another great change that we’ve been working on for the next generation of our web site. To understand, you might need a little history in case you haven’t personally experienced this.

From it’s inception, Trillium has been and still is managed by New Media, but depends upon the access accounts managed by IT. This has always created a disconnect. There were some things that IT couldn’t do, and some things that New Media couldn’t do. This meant that the average person never knew who to call, and while we became good at referring people back and forth, it always ended up in a more circuitous route to get a simple thing done for the end-user.

So, starting with LiveWhale (LW), New Media and IT Client Services will jointly manage LW — essentially, all ten of us are admins in our new system and will be able to help you with most any request you have. While there are a few things (see below) that New Media will still have to help with, almost all general questions and help will be handled by whomever you ask.

New Media is really appreciative that IT Client Services is joining us on this adventure and we’re looking forward to working together.

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Things that require New Media:

  1. If you want to create a brand new site never before in existence, talk to anyone in New Media.
  2. If you want something to exist at the root of the web server, e.g.: www.lclark.edu/something or law.lclark.edu/something, you need to get the the Director of New Media’s consent.
  3. If you want a custom template, you will most likely require New Media’s help to build it.

Everything else, including user/group management and permissions, help using the system and working with your content, can be handled by any of us. If we find things down the road to add to this list, or means by which we find that we can allocate out more responsibility, we’ll update you.

Also published: https://media.zendesk.com/forums/22045/entries/31078

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