X. Management of Government Homepages
(A) Composition of the Working Group
110. Well-organised management of a homepage is one important factor contributing to its success. A working group can be set up within a bureau/department to contribute ideas on the content and to monitor the updating of the homepage. The following composition is suggested -
- a directorate officer to chair the group;
- representatives from various divisions of a bureau/department to put forward ideas on what should be posted on the homepages and to keep track of the need to upload the latest information from their respective divisions;
- a designated webmaster to collect information from various divisions for uploading onto the Internet, and to remind relevant officers of the need to regularly update the information. The webmaster should take follow up actions on updated information periodically sent by the CIG Support Team via emails about system upgrade, maintenance, enhancement and other Internet related activities. The webmaster should also act as the liaison officer with the IRC; and
- a support team to upload the information. Uploading can be handled by contractors or staff members. It would be useful for bureaux/departments to train at least two staff members to handle basic uploading work so they can take care of simple but urgent jobs. Bureaux/departments may wish to consider keeping the project management, content quality management and authoring roles in-house with the remaining roles such as creative design and application of information technology outsourced.
(B) Duties of the Working Group
111. The working group should meet regularly to deal with the following -
- identifying the target users;
- assessing the overall effectiveness of the homepages;
- considering new interactive service and information;
- collecting and analyzing users・ feedback;
- ensuring timely updating; and
- developing an overall identity and specific themes and topics.
112. The development and management of a website does not follow the traditional sequential process with a defined project start and end point. Rather, due to the dynamic nature of the medium, once the contents are posted on a site, direct users・ feedback combined with traffic statistics profiles can provide valuable insights that influence the choice and presentation of future content. In response, enhancements in the form of new, updated or modified content may be adopted and the cycle continues.
(C) Responding to Users・ Feedback and Analysing Traffic Information
113. Users・ feedback and traffic information provide site management with the information required for maintaining user relationship, ensuring that the site remains client-centric and technically efficient, and can support management decisions. This process involves three stages -
- data are captured in the form of direct email feedback, survey results (e.g. online questionnaire) or traffic reports;
- data are analysed to reveal trends and to determine the appropriate response; and
- direct response sent to users and, where appropriate, adjustments to the website content, presentation and management are made.
114. A dedicated officer should be appointed to co-ordinate response to users・ queries. Frequently asked questions (FAQ) and their answers should also be posted to minimise repeated enquiries on similar issues.
115. Capturing traffic statistics is essential for maintaining an up-to-date site that continually meets the needs of the users. The collection and analysis of these statistics would, among others, help -
- identify the most frequently accessed files and/or pages for consideration of additional information on the subject(s); and
- update users・ profiles for drawing up more client-centric content.
116. For Government sites residing in the CIG server, a variety of statistics compiled on a monthly basis are available at http://gicstat.info.gov.hk. Bureaux/departments may find valuable information there for improvements to their homepages.
(D) Training
117. The Civil Service Training and Development Institute of the Civil Service Bureau arranges training courses for officers, especially webmasters, to acquaint themselves with the Internet and basic skills in updating homepages. The Internet Technology User-Managers Groups also arrange informative seminars.
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