HUD's Web Management Operating Procedures

Secton 1: Roles And Responsibilities

D: Regional Web Managers

All Web Managers - both in Headquarters and the Field - have the same 7 basic roles. As Regional Web Managers, you are responsible for carrying out those roles within your region and for participating in the Department's web management organization's initiatives and activities.

What Makes You Unique?

Regional Web Managers are unique in four ways:

• You strive to provide the same level of service to citizens, partners, and employees across the country; thus, you must develop and manage content - both on the Internet and Intranet - as a team. All of your content development is dictated by templates that you help develop, along with the other Regional Web Managers and the Departmental Web Manager for Field Operations. You work across organizations within the region to develop the content for your web pages.
• In addition to managing content for the Internet and Intranet, you also manage placement and promotion of kiosks and HUD Public Computers.
• You coordinate Web Clinics in your regions.
• You are responsible for inherently local content on HUD's websites.

Managing Common Content

As a Regional Web Manager, you are part of a team of Regional Web Managers across the country. Together, and with the Departmental Web Manager for Field Operations, you determine what your audiences want and need. Together, you organize categories of information to address their needs and write common text to explain the categories. Together, you make sure that all citizens, partners, and employees get the same high quality information no matter where they live. Together, you make HUD look good by ensuring that web content is consistent across the country. Everything you do, you do with the team.

Because you are physically located all over the country, you work "virtually," relying on email, online discussions, and phone calls to work with your teammates and get general direction from the Departmental Web Manager for Field Operations.

Because your territory encompasses two or more states, you rely on Web Coordinators to help you manage web content and perform your other duties. You have to be an excellent communicator to keep your Regional Directors, Field Office Directors, Web Coordinators, and other key players up-to-date on Departmental requirements and directions. You have to be an excellent manager to ensure that all of the states and offices in your jurisdiction receive the same high quality service.

Managing Kiosks and HUD Public Computers

Kiosks and HUD-PCs are part of HUD's efforts to bridge the digital divide and reach underserved populations. The success of these efforts depends, to a large extent, on you. Kiosks must be placed in public locations where they have the greatest exposure. HUD-PCs must be up, running, and visible to drop-in customers and to those who seek them because they don't have access to the Internet.

Specific procedures for managing kiosks and HUD-PCs are explained in Sections 2-E and 2-F.

Coordinating Web Clinics

HUD's very successful Web Clinics teach our partners how to create good public websites that deliver the services we fund through our grants and other programs. You serve as the local coordinator for the Clinics that are scheduled in your region. That means you work with your Web Coordinators and the Field Office Directors to make those Clinics a success. If possible, you attend the Clinics in your area.

Specific procedures for coordinating HUD's Web Clinics are explained in Section 2-G.

Managing Inherently Local Content

By Departmental policy, generic content (content that is nationwide in scope) must be created in Headquarters; and local content (content specific to a geographic area or that only can be developed and managed locally) must be created in the Field. This is true both for the Internet and the Intranet.

Here are some of the implications of that policy:

• Any parts of the state page templates that apply to a specific program area - for example, the local CPD office information - must be coordinated with the Headquarters Web Manager, who will ensure that program managers agree with the content of the template. The local templates can be posted only after the Headquarters Web Manager signs off.
• Good stories, on the other hand, are typically "inherently local." They should be developed on state pages. You should let the appropriate Headquarters Web Managers and the Departmental Web Team know when you post good stories, so they can link to them from the national pages.
• Your state pages on the Internet are the bridge to our partners' websites; so - within the templates - you will help our audiences find that local connection that will enable them to solve their own problems and achieve their own objectives. You play an important role in delivering "seamless services for citizens."
  

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