Reporting Issues and Submitting Requests/Projects

Tier 1

Issues and Requests that can be easily addressed with further explanation and/or additional training, where the tools necessary already exist in the CMS.

These issues should be reported directly to the Web team via www.mica.edu/reportissues or websupport@mica.edu. A member of the Web team will respond with an acknowledgement of receipt of the submission within 0-2 business days.

Actions

The Web team member will take one of the following actions:

• Respond via the websupport@mica.edu email with simple instructions
• Share the relevant resource to help the end user
• Schedule a date and time to review and resolve the issue in person
• Schedule refresher or specific-area training, if warranted

The Director of Web Communications will:

• Create a Knowledge Base entry for the issue, if warranted
• Communicate tips and tricks to the CMS User Community, if warranted

Tier 2

Issues that need more technical intervention than can be provided by in-house web staff.

These issues should be reported directly to the Web team via www.mica.edu/reportissues or websupport@mica.edu. A member of the Web team will respond with an acknowledgement of receipt of the submission within 2-3 business days.

Actions

The Web team member will:

• Record the issue in the website issues tracking system
• When necessary, request more information from the end user
• Resolve the issue and communicate the resolution
• Escalate to the director of web & electronic communications, if necessary

Tier 3

Concerns that need to be discussed further to determine the scope of the issues/requests and how best to find a solution within the current IA.

These issues/requests should be reported directly to the Web team via www.mica.edu/reportissues or websupport@mica.edu. A member of the Web team will respond with an acknowledgement of receipt of the submission within 0-3 business days.

Actions

The Web team member will:

• Record the issue/request in the website issues tracking system
• Share the issue/request with the director of web communications and any relevant content manager in strategic communication
• Communicate with the end user an estimated timeline for internal conversation/decision
• Work directly with the end user, when appropriate, to implement the change/solution
• Independently implement the solution/change in the CMS for the end user
• Escalate any issues, as necessary, to the director of web communications
• Communicate the resolution to the end user

The Director of Web Communications will:

• Liaise with TSS, when necessary

Tier 4

Components that will need external/vendor expertise that might need more time and funding.

These issues/requests should be reported directly to the Web team via www.mica.edu/reportissues or websupport@mica.edu. A member of the Web team will respond with an acknowledgement of receipt of the submission within 0-3 business days.

Actions

The Web team member will:

• Escalate the issue to the director of web communications
• Communicate timelines and expectations to the end user
• Communicate updates to the end user
• Communicate a resolution to the end user

The Director of Web Communications will:

• Communicate the issue to the VP of Communications
• Engage with other systems owners (e.g. TSS, HR, etc.), when necessary
• Liaise with the vendor(s)
• Communicate timelines, expectations, updates, and resolutions to the Web team member
• Communicate with the CMS User Community, faculty, staff, students, the WAC, when necessary
• Add the issue/request to the Known Issues log, when appropriate

The VP of Communications will:

• Communicate the issue with members of the President’s Council, when necessary
• Procure funding, when necessary
• Intervene with vendors, when necessary

Tier 5

Larger, more complex program components that need more discussion, time and funding.

These issues/requests should be reported directly to the Web team via www.mica.edu/reportissues or websupport@mica.edu. A member of the Web team will respond with an acknowledgement of receipt of the submission within 0-3 business days.

Actions

The Web team member will:

• Escalate the issue to the director of web communications
• Communicate timelines and expectations to the end user
• Communicate updates to the end user
• Communicate a resolution to the end user

The Director of Web Communications will:

• Communicate the issue to the VP of Communications
• Engage with other systems owners (e.g. TSS, HR, etc.), when necessary
• Liaise with the vendor(s)
• Communicate timelines, expectations, updates, and resolutions to the Web team member
• Manage any internal research and discovery activities, as necessary
• Gather and manage business requirements, as necessary
• Work with the vendor on a day-to-day basis
• Add the project to the Change Orders log

The VP of Communications will:

• Communicate the issue to members of the President’s Council, when necessary
• Procure funding, when necessary
• Intervene with vendors, when necessary
• Sponsor the project, when necessary
• Engage President’s Council-level stakeholders