Web Program Roles and Responsibilities

Web Services works collaboratively with agency coordinators and content contributors in maintaining and improving Baltimore County Internet and intranet websites and web applications. Listed below are the three key roles and responsibilities involved in keeping Baltimore County's active web presence.

WEB COORDINATORS

Most agency directors appoint a web coordinator to work with Web Services to ensure the agency’s websites and pages further the County and agency’s core business. A Web Coordinator should have at least several years of experience and knowledge of the agency’s business and ideally have a formal communication background or exhibit strong written communication skills and maintain a leadership role in their agency.

If desired, larger agencies with multiple bureaus may assign a Web Coordinator for each bureau. (E.g. Department of Public Works, Department of Health)

Responsibilities

  • Ensure that the agency’s websites and pages comply with the County’s standards for websites and content
  • Ensure that its web content complies with all applicable confidentiality, privacy and security-related laws and policies, including but not limited to the Health Insurance Portability and Privacy Act, Sarbanes-Oxley and Baltimore County's Electronic Communications Policy
  • Identifies the primary audience(s) for websites and pages
  • Identifies the primary goals and objectives for websites and pages
  • Identifies the primary tasks that the agency would like its audience(s) or customers to complete online. Reviews web content at least every six months to ensure that it serves the agency’s primary audiences, meets goals and objectives and is effective in helping customers complete primary tasks online
  • Authorizes all updates to agency’s web pages
  • Designates qualified Content Contributors within the agency who can access and update agency web pages through the County’s web content management system

Minimum Qualifications

  • Must have access to a computer and the internet during work hours
  • Proficient in Microsoft Word
  • Proficient in working with various web browsers including Chrome, Internet Explorer and Firefox
  • Must review web content at a minimum of every six months for accuracy and task a Content Contributor to make any necessary updates
  • Must understand basic web editing concepts including current best practices, such as chunking, bulleting and writing for scannability
  • Must be adaptable to change and stay current with constantly changing web styles, standards and accessibility requirements

Preferred Qualifications

  • Basic understanding of Web Accessibility including Section 508 Compliance and WCAG 2.0
  • A year or more of previous web writing experience

CONTENT CONTRIBUTORS

Content Contributors work under the direction of each agency's Web Coordinator and with Web Services to assist in the maintenance of web content for Baltimore County’s various external and internal websites.  An agency Web Coordinator must justify the request for a new contributor, confirm they’ve reviewed the responsibilities with the requested contributor and also ensure they meet the following minimum qualifications. 

The number of Contributors will be evaluated against the size of the agency's web presence. One Contributor can maintain an average of 20 webpages at any given time, depending on their other job responsibilities. Agencies with a smaller web presence may not need any Contributors and may submit any requested updates to Web Services.

Responsibilities

  • Ensure that agency content published on Baltimore County government and Baltimore County Public Library websites is current, clear, concise and actionable for all users, regardless of their education or experience level
  • Write and edit web content via Drupal for updates, grammar, punctuation, clarity and readability
  • Follow style standards and content governance according to County policy and industry best practices

Minimum Qualifications

  • Must have access to a computer and the internet during work hours
  • Proficient in Microsoft Word and Excel
  • Proficient in working with various web browsers including Chrome, Internet Explorer and Firefox
  • Must review and update web pages at a minimum of once per month; several times per month is preferred but not required
  • Must exhibit professional writing skills and understand basic web editing concepts, including current best practices, such as chunking, bulleting and writing for scannability
  • Must present consistent attention to detail
  • Must have completed The Office of Human Resources, Professional Development course, Business Writing – Level 1 prior to attending Web Services Drupal and Web Writing Training. Business Writing – Level 2 is preferred, but not required. A certificate of completion or confirmation from the Office of Human Resources is required.
  • Must successfully* complete or have completed the Web Services Drupal and Web Writing training within the past year
  • Must be adaptable to change and stay current** with constantly changing web styles, standards and accessibility requirements

If the contributor does not request their temporary password within five business days of completing their training, their account will be deactivated and they will be required to attend training again.

*Successful completion of the Web Services Drupal training includes in-person attendance and passing the skills assessment at the end of the training. This assessment involves updating an assigned webpage in Drupal using skills learned in Business Writing – Level 1 and technical skills learned in Drupal training. The contributor will be evaluated on basic editing qualities, the thought process for content organization and resourcefulness.

**Once approved and given rights to update web pages, the Content Contributor is required to attend any required retraining, stay current with Web Services communications and update frequently. Not complying can result in rights being removed temporarily until training is complete or the permanent removal of rights.

Preferred Qualifications

  • Basic understanding of HTML and CSS
  • Basic understanding of web accessibility including Section 508 Compliance and WCAG 2.0
  • A year or more of previous web writing experience

SUBJECT MATTER EXPERTS

Subject Matter Experts (SME) know a particular area of their agency's business in detail, but don't update the County's websites and are not coordinators. A SME can be approved by the Agency Director, Agency Web Coordinator or an Office of Information Technology Customer Relationship Manager (CRM). These individuals are approved and often send tickets to Web Services asking for content updates. Even though they don't hold any responsibilities as a coordinator or contributor, they can benefit from understanding how to submit requests and how Web Services manages the County's websites.

PDF LIAISONS

PDF Liaisons are responsible for confirming the online appropriateness of PDF content for their agency and making PDFs accessible. PDF Liaisons are selected by the Agency Director or Agency Web Coordinator, but do not have to be existing Content Contributors. It is recommended that each agency have at least two PDF Liaisons and that these individuals often work with Content Contributors for an easier transition for posting online. Learn more about the required software, liaison training and details of the PDF policy.

OFFICE OF INFORMATION TECHNOLOGY WEB SERVICES

The Web Services team administers all of the County's internal and external websites and upholds and enforces the County's standards for websites and content. The team researches and ensures the consistent implementation of web industry best practices and accessibility. 

Responsibilities

  • Administers the County’s website(s) and web content management systems
  • Maintains and enforces the County’s standards for websites and content
  • Reviews and approves all content prior to publication to the web
  • Reviews and approves the rights to update web pages for Content Contributors based on the above qualifications
  • Provides support and training for Web Coordinators and Content Contributors
  • Reviews the effectiveness of the agency’s web content in reaching its target audience(s), fulfilling its goals and objectives and getting customers to complete key tasks online
  • Analyzes data and conducts user testing for the continuous improvement of the overall online experience

Web Services reserves the right to deny rights to update web pages if Content Contributors do not meet the minimum qualifications and display an understanding of basic web editing. Web Services also reserves the right to remove editorial rights of a Content Contributor at any time for not continuously complying with the minimum requirements, including staying current with changing web styles, standards and accessibility requirements.