One of the things that, at CrownPeak, we provide to our customers is the ongoing services and support that rarely comes with an installed solution. I'm not talking about tech support. Many of our customers have fantastic internal Information Technology to depend upon. No, rather what I'm talking about is specific content management expertise (developing workflows, working with approval processes, translation workflow management etc..) that our customers simply don't (and arguably shouldn't) have the bandwidth to provide.
A simple example, is when an end-user accidentally puts content live that they didn't mean to - but then were never trained on how to "undo". Or, when somebody accidentally publishes a 5 meg image to the home page - when they're using the Admin's account because they're the only one who's allowed to publish and they're out sick. Who is available to fix those mistakes - and to help the end-users out.
Perhaps nothing illustrated this concept better than yesterday's accidental re-publishing of a six year old article at The Sun Sentinel. about United Airlines. Someone accidentally republished the article, which detailed the 2002 bankrupcy - and when Google's spider "found" it - it was displayed as a "new" article on Google News. This, of course, put Wall Street into a panic, and the stock dropped by 76% - taking about $500 million of value with it.
Oops...
From Wired's Blog:
...the article in the Sun Sentinel's archive had no date on it. But when Google (NSDQ: GOOG)'s spider grabbed it, it assigned a current date to the piece, which then resulted in the article being placed in the top results of Google News. When the employee from Income Securities Advisor ran a Google search on "2008 bankruptcies," the old United Airlines story appeared as the top link in the results, with a September 6, 2008 date on it.
The lesson learned here is of course that good workflow with checks and balances before content goes live is a good best practice to start from. And, perhaps, an underlying lesson here is that no matter what kind of content management system you employ - make sure that you have excellent support services (as opposed to tech support) so that you can "undo" quickly any mistake that might happen.
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Posted by: ugg.com | August 18, 2011 at 07:51 PM