HUD's Web Management Operating Procedures

Secton 1: Roles And Responsibilities

B: Departmental Web Team

The Departmental Web Team sets the direction for, trains, and coordinates HUD's web management organization and has overall responsibility for the content of all of HUD's web products. Duties include:

• Recommend, interpret, and oversee implementation of the Department's web policies;
• Establish procedures and standards for HUD's web products;
• Provide direction, guidance, and training for organization Web Managers;
• Brief top HUD executives on HUD's web products and consult with them on how to use the web to achieve their goals;
• Research and develop long-term and annual strategies, goals, and objectives for the Department's use of its web products; and assess and report on performance;
• Develop, justify, and manage the technical support budget for the Departmental Web Team and the Regional Web Managers (program offices provide their own technical support);
• Along with other appropriate staff, represent and coordinate the Department's involvement in interagency efforts and other outside efforts that impact the content of HUD's website;
• Provide technical assistance to HUD partners in using the web to deliver the services the Department funds, through Web Clinics; and
• Coordinate the Department's web marketing and outreach efforts.

Here is a more detailed list of the Departmental Web Team's responsibilities:

• Develop, document, and communicate strategies and plans
• Monitor results and report on outcomes (for example, annual State of the Web report)
• Develop, document, and communicate policies and procedures for web operations and publication
• Establish performance criteria and monitor performance, for example develop criteria and participate in Quality Management Reviews
• Establish and manage priorities, both for long-term efforts and day-to-day web operations
• Establish management controls to ensure HUD's web products are managed efficiently and effectively, for example quarterly certifications and the Content Quality Control program
• Develop and manage budgets for tech support for Internet/intranet and public access technologies (kiosks and HUD Public Computers), including writing all supporting documentation, statements of work, and OMB reports and defending the budget requests
• Act as Government Technical Monitor (GTM) and provide routine direction and guidance to tech support contractors
• Develop and manage the annual operating budget for the web team
• Develop and implement web records retention policies and schedules
• Ensure that web management and web-related activities are incorporated into HUD's ongoing management processes, including Management Plan
• Develop and maintain liaison with key partner offices in HUD, including CIO, Public Affairs, and Field Policy and Management
• Participate in the Department's emergency planning activities and develop procedures for Continuity of Operations (COOP)
• Participate in other Departmentwide and ad hoc initiatives, as requested (for example, Customer Care/USA Services)
• Represent HUD on interagency activities and initiatives, for example, the Web Content Management Working Group

• Design HUD's website templates
• Develop web content for top level pages of www.hud.gov, hud@work, and archives.hud.gov
  • Write introductions, segues, and appropriate narrative to tie content together
  • Research and write new content.
  • Edit content provided by others
• Monitor web content developed by Headquarters and Regional Web Managers and work with Web Managers, managers, and staff throughout the Department to develop new content and improve existing content, to make content more visitor-friendly
• Coordinate Regional Web Managers to develop standard content elements for state pages and regional hud@work pages
• Manage archives.hud.gov
• Develop, market, and manage new technologies to expand the options for content, for example develop realtime chat technology
• Webcast production
• Develop and use analytical tools (for example, the American Customer Satisfaction Index, usability studies, link reports, webmap, and other tools) to assess the effectiveness of HUD's websites and analyze and use the results to improve the websites.
• Manage posting rights for HUD's websites
• Direct the Government Kiosk Project, soliciting and working with partners to add content to kiosks and managing the Kiosk Board
• Act on any noncompliance with HUD's web policies and procedures, especially noncompliance withlaws and regulations
• Establish priorities and translate content for espanol.hud.gov
• Research and develop new technologies that will increase the options for providing content in visitor-friendly ways
• Routinely review other websites, looking for new trends and ideas in web content

• Analyze HUD's web management needs and develop/propose organizational changes to the Deputy Secretary
• Direct and guide Headquarters and Regional Web Managers and Web Coordinators through routine meetings and individual interactions
• Plan and conduct Web Manager training, including counterpart meetings, conference calls, and written guidance
• Develop prototype job descriptions, performance standards, and crediting plans for Headquarters and Regional Web Managers
• Trouble-shoot staffing or organizational problems
• Seek and communicate outside training opportunities for Web Managers (courses, conferences, speakers, etc.)

• Management Consulting
  • Reach out to new political appointees as they come onboard and brief them on HUD's web products, offering suggestions for ways they could use them to their benefit
  • Routinely solicit opportunities to meet with managers at all levels to consult on ways to use the web
  • Generate opportunities to meet with managers to offer web-related suggestions for ways they can accomplish their mission. For example, offer to do web briefings at staff meetings and distribute ideas for using the web to meet Management Plan goals.
  • Respond to requests from managers for consulting
    
    
• Customer Service
  • Establish/oversee Departmentwide procedures for responding to web-related email
  • Respond to email addressed to Web Team
  • Respond to customer questions via the phone
  • Respond to customer questions via personal visits
    
    
• Marketing and Outreach
  • Develop and implement marketing strategies to inform audiences about HUD's web products
  • Conduct routine staff training on how to use the web
  • Conduct focus groups with HUD employees, partners, and citizens, to ensure that our web products remain responsive to their needs and to let them know about our products
  • Routinely communicate with HUD staff to keep them informed about what we're doing,
  • Develop and distribute promotional materials (brochures, etc.)
  • Plan and conduct Web Clinics for HUD partners, including developing and distributing the Web Clinic Wizard

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