This is somewhat random, but there's a concept I picked up from Microsoft training a few years ago that may be useful here.
They define tiers of support using an IT infrastructure pyramid:
- Tier 1 is support for day-to-day users (help desk operations)
- Tier 2 is systems administration
- Tier 3 is systems engineering
- Tier 4 is architecture (coding)
It occurred to me that Content Editors could fit within the definition of Tier 1 and Web Managers could fit within the definition of Tier 2.
From a practical standpoint at my organization, these definitions are written into our formal Technology Plan. As IT Manager my job is to cover Tier 1 and 2 support in-house, and to write and supervise work orders for anything above that. As far as that applies to the website, I provide Tier 1 support to my co-workers training them as needed for them to manage content. I provide Tier 2 support by keeping an eye on error logs, web analytics and search logs, troubleshooting login attempts and other bugs, etc. When it comes to actual site building, I'm the project management liaison who works with our web developers on contracted improvements.
Comments
that seems like a helpful
that seems like a helpful model
the way you characterize your role covering Tier 1 and 2 is similar to my organizational role for web publishing
probably a lot of people doing Tier 2 work would like to do more work at Tier 3; but sometimes it's not feasible or cost-effective for the organization; also, even as people grow up to Tier 3, others have to grow into the Tier 1 and 2 roles