ICS Websites

Achieving Our Goals

• Three independent sites:
  • Marketing
  • Community documentation
  • Internal documentation
• Community building and User support
• Other teams have a similar model:
  • RIS
  • REDCap
  • MDClone

Marketing Site

• Primary Purpose: Acquiring new customers
• Marketing focused
• Changeless core, less change, more "customer experience"
• Examples
  • https://ris.wustl.edu
  • https://pm.jh.edu/

Community Documentation Site

• Primary Purpose: Empowering our customers
• More change, more technical details
• Self-service support
• Examples
  • https://docs.ris.wustl.edu
  • https://washu.atlassian.net/wiki/spaces/RDCPPub/overview

Internal Documentation Site

• Primary Purpose: Empowering our teams
• Most change, most technical details
• Workers spend up to 8 hours per week looking for info
  

Community Building

• Slack & Teams
• REDCap community, Teams channel, open-office, and user training

User Support

• Primary Purpose: Facilitate support requests
• User-friendly way to submit support requests
• Examples
  • RIS uses JIRA
  • ICS uses REDCap

What do you think?

• What has been helpful when using RIS, REDCap, etc.?
• What ideas do you have for ICS customers?