The People
Tickets submitted to Web & Digital Services (WDS) go to multiple individuals on the WDS team. These get funneled to the correct assignee depending on the topic of the request. Typical requests that are submitted include:
- Revisions to webpages on emerson.edu, including updated documents, links, screenshots, and contact information
- New pages and restructuring of pages on a given department site
- Revisions to Online Profile Directory Profiles (Web Bios)
- Webform data exports for online forms hosted on emerson.edu
- Accessibility remediation for documents
- New WordPress blog sites (academic/non-academic)
- WordPress blog support
- Flagging design bugs, broken links or other "incidents" on emerson.edu
- Reported downtime/Page not loading errors on the site
If a ticket falls outside the purview of WDS, we will reassign the ticket or forward the request along accordingly.
The Process
Submitting a ticket to WDS can happen in a number of ways:
- Emailing (or forwarding) a message to web_request@emerson.edu will generate a ticket in the WDS queue. You will generate a ticket in Zendesk, the same system IT and HR uses for tracking requests.
- Completing our Contact Form (opens in new tab) will generate a ticket as well.
Logging In
To get changes started, please
- Email web_request@emerson.edu and include a link to a Google Document with your changes (we'll detail what we're looking for shortly).
- The Google Document must be shared to iris.oconnor@emerson.edu and eddie_maisonet@emerson.edu, providing Edit Access (instead of Viewer Access).
- This is important because if you've made changes to your document through Track Changes/Suggestions, we will not be able to see your edits, resulting in delays.
For Your Google Document
We strongly recommend including the following to ensure a speedy turnaround for your request:
- URLs to the pages to be edited. If multiple webpages are being revised, separate sections with inserted page breaks. If your request is for new pages that did not previously exist, please note that instead of the URL of an existing page.
- Clean, fresh copy to paste into the page (i.e., no copied text with annotations/suggestions/strikeouts). If pasting from Word, enter ctrl+shift+V or command+shift+V to remove Microsoft formatting and reformat accordingly in Google Docs (bullets, bolding, etc.)
- If possible, label headings starting at H2. This will give a clearer sense of the hierarchy of your content, especially if it's a lengthy revision.
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If you are inserting images into your content: Please place images in Google Drive folder and share that folder with iris.oconnor@emerson.edu and eddie_maisonet@emerson.edu. Do not paste images into the Google Doc, as we cannot extract them from there.
- Note: Images should be 1MB or smaller, 150dpi (just make sure they're not fuzzy!).
- Please provide alternative text for all images. This is also the case when it comes to topic rows, or sections of a webpage that "tease" subsequent ("child") pages.
- See emerson.edu/sample for guidance (DUO login required for access).
- A timeline for completion. If we need to re-prioritize our task queue, we must know the urgency level of you request. Conversely: If the edits can be staggered, flag which changes are most important to be published first.
A Special Note re: Submitting Tickets
In your email to WDS, please do NOT CC individuals from WDS staff. WDS members are notified of any request that is sent to web_request@emerson.edu; this ensures the generated ticket is seen by the whole team. CC'ing a staff member turns off that notification, automatically assigning the ticket to the person CC'd.
Additionally, do not email WDS staff members directly if a ticket can be generated instead. Because we work with a large queue of requests, emails tend to get lost. Send your request to web_request@emerson.edu.
For Your Use: Google Document Templates
Not sure how to structure your Google Doc for web revisions? No problem! Feel free to access and duplicate a working copy of our web request template for ease of use.
If you have an event you would like to publish, please see our event template for your use.
Questions/Feedback
If you have any questions or feedback regarding this process, our template, or any other concerns, feel free to contact Iris Amelia O'Connor, Manager, Digital Services at iris.oconnor@emerson.edu.