Content Management & Portal Management

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Once a set of strategies, policies and frameworks are in place that can adequately guide the development of national and local e-governance portals and websites, and their content, these following key steps are necessary.4

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Supporting the project manager are the project team members who are directly involved in the management of activities. The team members may be hired specifically for the project or selected from various government units. Project team members must have the special skills needed to make the project a success.10 / / /

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( ) / ( ) / ( ) ( ) ()/ Some people on the team may have more than one role. For example, a Web manager (who acts as the editorinchief for the website) may conduct some usability testing. And a Web editor may produce some Web analytics reports.

Moreover, some of the roles described above may be a unit (e.g. IT unit or Web design unit) rather than an individual.19 /

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So far, a macro view has been provided on how the different elements fit together to create a national e-governance portal system. For the rest of the day we will take a micro perspective and looks at the actual content and content structure of a portal/website, and the way the content can be managed by following an information architecture and a content strategy.30 :

: The information architecture and content strategy are closely linked and need to be developed to provide national guidelines and standards for the design, development and management of content that provide a unified and consistent user experience and promote the uptake of e-governance.33

Information architecture defines the structure of the content, essentially it is the foundation for the house that is to be built. It's the blueprint of the house, outlining where the kitchen is and where the light switch is placed. It organizes the house into rooms and sections and areas.34

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On the other hand, a content strategy defines the approach to the "furniture" of the house, the items that populate the structure. While furniture can come in different shapes and sizes, essentially it is all threaded together by the design and feel of the house, the overarching "theme." A content strategy aims to create this overarching theme and guiding principles by which content producers can quickly create and disseminate meaningful and relevant content to users.

While information architecture focuses more on the organization of the information and their location, content strategy focuses on the production of content, the tone and the creation of content and aims for consistent and useful content.35

These tools can be used for designing a new website, revamping a website, or evaluating a website37 .

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Remember that there are also internal users of content, e.g. for government to government interactions41 : : / Particular interaction needs that relate to certain audience groups can be represented in a matrix.42 : : / Particular interaction needs that relate to certain audience groups can be represented in a matrix.43 ( ) ( ) ( ) ( )The list of individual interactions gathered in a profiling exercise can be grouped into a number of interaction categories and the type of functionality or service that could be offered. This process helps to match the functionality with the activities that users require.44 / ( ) () ( ) ( ) ( )

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http://www.avermedia.com/AboutUs/AboutUs.aspx?Id=2547

http://www.jonkolko.com/writingInfoArchDesignStrategy.php48 /

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Adapted from: Joseph A. Busch and Lisa Butcher, "Getting Started with Business Taxonomy Design," presentation of Taxonomy Strategies LLC and Project Performance Corporation, undated.59

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Joseph A. Busch and Lisa Butcher, "Getting Started with Business Taxonomy Design," presentation of Taxonomy Strategies LLC and Project Performance Corporation, undated.62

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()Taking into consideration users needs, and with the help of metadata and taxonomy, it looks at how content can be organized in such a way that it will be easier to manage, find and use.74

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/ http://australia.gov.au http://www.bahrain.bh http://www.servicecanada.gc.ca http://dubai.ae http://www.gov.hk http://india.gov.in - http://www.oman.om http://portal.www.gov.qa http://www.saudi.gov.sa http://www.ecitizen.gov.sg http://www.government.ae https://www.gov.uk http://www.usa.gov

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Source: National Informatics Centre, National Portal of India: Content Framework Version 1.1, Delhi: Government of India, 2007, http://www.india.gov.in/cfw/npicontent_framework.pdf.103

A portal may be looking to provide as one of its services, information about all the hospitals and clinics in a locality. This example looks at the content model for the Web and for the mobile device.

106 This example looks at the content model for displaying the latest news about various hospitals on a webpage and in an e-mail newsletter.

The webpage content for the last three components (in yellow) is the same as related components in the hospital profile (in example 1).107

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CSP/CRS = Content Service Provider/Contract Staff, NCNP = National Informatics Centres Coordinator for National Portal, NPC-C = National Portal Coordinator (Central)(Source: National Informatics Centre, National Portal of India: Content Framework Version 1.1, Delhi: Government of India, 2007, http://www.india.gov.in/cfw/npicontent_framework.pdf)

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Qatari e-Government Portal in 2009 (Source: Courtney Clark, "Valuable Usability Testing: A Case Study of the Qatari Government Portal, 5 December 2011, http://forumone.com/blogs/post/valuable-usability-testing-case-study-qatari-government-portal)137

Source: Courtney Clark, "Valuable Usability Testing: A Case Study of the Qatari Government Portal, 5 December 2011, http://forumone.com/blogs/post/valuable-usability-testing-case-study-qatari-government-portal.138 10

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Qatari e-Government Portal in September 2012 (http://portal.www.gov.qa)142 / /

Continuing with the house metaphor, planned and governed maintenance is the stage when you have built the house and moved in.In the new house you want to keep things in order, put things away, clean up the house, handle the day-to-day maintenance, and gradually make it more comfortable (continuous improvement). Maintenance can be assigned to different members of the household, and some maintenance may be outsourced. There are rules and requirements, and there are spot checks to determine if things are being done correctly.144

Governance is the set of policies, procedures, guidelines, rules and compliance metrics that helps maintain the new household. 145 () ()

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Change types: Changes can be classified as either minor fixes (fixing an identified issue), minor changes (changes that have a low impact and do not require usability testing), moderate changes (changes that may have a medium impact and might require usability testing) or major changes (changes that may have a high impact, and will require usability testing).150 / /

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80% 158 With the adoption of a citizen-centric approach to e-governance, it is important to understand the users and assess the extent to which the e-governance portal meets users ever changing needs.159

User satisfaction is a core measure of website quality. An online survey is most often used to capture a representative sample of users and to gauge opinions.

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