Online Marketing Services

The Haas Marketing and Communications Online Team Service Level Agreement for Haas School Faculty Members

Services provided by the Haas online marketing team
Haas online marketing team service goals
Haas online marketing team responsibilities
Haas web page editors' responsibilities
How to request help from the Haas online marketing team

Service Level Agreement for Haas School Staff Members
Service Level Agreement for Haas School Students

Note: Basic computer proficiency is required before the Haas online marketing team can provide software consulting. Users must be proficient in basic Windows or Macintosh operations as well as basic office programs and email software. Haas Computing Services (HCS) offers classes and hands-on support to help you come up to speed. If the Haas online marketing team determines that you need basic computer training, we will direct you to the HCS training specialist.

The Haas Marketing and Communications online marketing team provides consulting for departmental, faculty, and staff web sites hosted on Haas servers. The online marketing team provides advice and recommendations to Haas web page editors and, as resources permit, other staff and faculty members.

Prior appointment is required for consultation, advice, and recommendations. Once a request has been logged with helpdesk and assigned to the online marketing team, consultation is also available by phone or email. Drop-in advice is not available. Same-day resolution of problems is not guaranteed. See How to request help from the Haas online marketing team to contact Haas online marketing team members.

Services Provided by the Haas Online Marketing Team

Haas corporate web site maintenance and authoring
The Haas online marketing team hosts, maintains, and provides content for the Haas corporate web site.

Haas corporate web special projects
The Haas online marketing team executes demonstration projects highlighting the school's unique programmatic strengths and technological capabilities.

Web information services
The Haas online marketing team provides system and end-user consulting support for web-based information utilities such as the Haas Events Calendar.

Web consulting
The Haas online marketing team provides limited consulting for web authoring and hosting for individual faculty, staff, and students. Support for faculty includes:

Consultation on site planning. As a "first step" resource center, we can help you think through the development of your site. The Haas online marketing team can help you plan how your site can best address your audience, your needs, and the future maintenance of the site. We can help you find resources (designers, training, etc.) and understand the development process. We can help with:

Suggestions on navigation, links, and layout.
Technology tips, page specifications, and graphics development suggestions.
General suggestions for good site design.
Resources through which you can learn more about site design and editing.
Information on existing Haas web sites.

Guidelines, templates, tool kits, clip art, and other resources. The Haas online marketing team can provide templates, style sheets, and guidelines that faculty members can use for laying out and designing Haas web pages.

Reviewing new pages and web sites. The Haas online marketing team is available to review, edit, and consult on newly developed Haas web pages.

Keeping the many Haas page sites working well together. The Haas online marketing team will help add links from one Haas site to another, serve as a content clearinghouse to reduce duplication of content and duplication of effort, and establish a system through which site managers can share ideas and resources.

Academic and departmental projects
Staff and departmental projects are supported, based on available resources and staff time. Management pre-approval is required. With the exception of the Marketing and top-level web sites, the Haas online marketing team does not produce web content or maintain Haas web sites.

Scripting and programming services
The Haas online marketing team does not currently offer scripting or programming services, but is available to recommend approved scripts and programs for official Haas web pages.

Development tools and support
The Haas Computing Services Computing Lab and its array of web editing and multimedia hardware and software are available to all Haas faculty members. Haas faculty members can also purchase development tools through HCS. Installation, configuration, and navigation assistance for HCS-supported web development tools is provided by HCS by request via the helpdesk.

Advice and training
On-demand training is not provided. However, we can provide you with book recommendations and helpful web site links. Training is provided by Haas Computing Services.

The Haas online marketing team currently offers advice on the following software programs:

FrontPage 98 and FrontPage 2000
Netscape Composer
Adobe GoLive
Photoshop
WS_FTP
Fetch
F-Secure
Several Windows text editors for HTML authoring

Web hosting, server, and data services
All Intranet content (i.e., for internal use only) is hosted on the NT domain, using Internet Information Server. All corporate content (i.e., content pertaining to the marketing or external image of the school) is hosted on the UNIX server, using Apache Server.

Haas Computing Services handles all matters concerning network, security infrastructure, and server availability as well as data storage and backup services. For information on these matters, contact HCS at helpdesk.

Site migration and passwords
The Haas online marketing team can move your Haas-sponsored group web site from UNIX to NT on request and can help if you experience permissions problems.

Problem solving
The Haas online marketing team is available to answer questions about the Haas web site. Consult the "How do I...?" web page for quick answers to questions about specific problems.

Haas Online Marketing Team Service Goals

The service goals of the Haas online marketing team are:

To maintain a web site and internet presence that promotes the Haas School of Business, that is functional, attractive, intuitive, and easy to use by all audiences, regardless of their level of web experience or experience using the Haas site.
To make the best use of the web site as a marketing tool, communications medium, and platform for providing online services and serving the needs of internal and external audiences by:
- providing information.
- building brand image and marketing the Haas School.
- supporting the academic mission.
- providing online services efficiently and cost-effectively.
- building community and advancing networking opportunities.
- addressing the information needs of all primary users of the Haas site, including current and prospective students, faculty members, school administrators, alumni, and staff members; UC Berkeley students, faculty, and staff; and researchers, businesses, and recruiters.
To make use of the latest web technologies while meeting the demands of requirements of the Americans with Disabilities Act and lower-level modems and browsers.
To support students, faculty members, and staff members with their web pages to the extent possible.
To ensure that all Haas web pages are functioning properly and remain up to date.

Haas Online Marketing Team Responsibilities

The Haas online marketing team develops and manages the top-level web pages and consults with page editors on the development, redesign, and management of lower-level official Haas sites.

An official Haas web page is any page that belongs to or is supported by a Haas School department, is hosted on Haas property, and is endorsed by the dean's office (or the online marketing team by extension). A few official Haas web pages not hosted on Haas property are the only exceptions to this definition. The Haas online marketing team provides limited support to non-official personal web pages developed by faculty members and students and served on a Haas web server.

Responsibilities include the following.

Maintaining top-level pages. This includes:
- Setting the organization's direction for the web.
- Updating, maintaining, and developing new content for top-level pages.
- Updating, expanding, and improving the Haas interactive tour and other high-end or special functions.
Increasing site usage and functionality. This includes:
- Upgrading and maintaining back-end functionality and infrastructure.
- Improving the search engine, databases, directory services, and other back-end functions.
- Adding web innovations as appropriate to convey more and richer information about Haas and to help to build the school's image as a technological innovator.
- Promoting usage of the site internally and externally.
- Tracking usage and user comments; responding to user comments.
- Supporting course page development.
Maintaining overall consistency throughout all levels of the Haas web site. This includes evaluating and recommending hardware and software for use by page editors and setting content and technology standards and navigation and development guidelines.
Helping page editors develop and maintain their sites by serving as a web development resource center, offering training in developing and maintaining pages, publishing procedures to make site publishing easier and faster, and preparing a guide with suggested resources, budget, outlines and planning tips.
Maintaining official Haas faculty biography pages. The Haas online marketing team maintains official biography pages for all Haas faculty members as well as a Working Papers Archive and a Books by Faculty page. (See http://www.haas.berkeley.edu/faculty/.) The online marketing team will create a bio page within two weeks of arrival of a new faculty member and will update any faculty bio within two weeks of receipt of clear instructions. At least once a year, the online marketing team will review all bio pages and proactively request review and update by all Haas School faculty members.

Haas Web Editors' Responsibilities

Haas faculty, staff members, page editors, and everyone who develops a page that resides on a Haas server have the following responsibilities.

Maintain and update the web site.
Supervise the work of all outside designers to ensure adherence to Haas web policy guidelines.
Communicate any web-related concerns to Haas online marketing team members.
Take responsibility for remaining educated about web development

How to Request Help from the Haas Online Marketing Team

The Haas online marketing team can be contacted through the Haas Computing Services helpdesk via phone, by email, through the web site, or in person.

Phone: 510-642-0434
Email: helpdesk@haas.berkeley.edu
Helpdesk web site: http://helpdesk.haas.berkeley.edu
Office location: Room S300D

The helpdesk will require identifying information (who, what, where, when, and how) to log and track service calls and will begin the problem resolution process upon receipt of the call. Helpdesk personnel will prioritize the requests and assign them to the Haas online marketing team as appropriate. The assigned online marketing team member will contact the requester, set appointments, and keep the requester and helpdesk informed of progress.

More information on the Helpdesk and its services can be found within the HCS service level agreement.

Getting help with a new project
Faculty members requesting help with a new project should submit a detailed Project Request form to the helpdesk. Contact the helpdesk for a copy of the form. The Haas online marketing team is happy to provide guidance about how to complete the Project Request. Content must be provided by the client at the start of a project. It is important to accurately define the scope of your project. The following information is required in advance:

Project title
Request date
Description
Budget/funding source
Deliverables and due dates
Points of contact

Any changes to an approved Project Request will necessitate a new project deadline or greater resource allocation approved by the Dean's office or budget controller.

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