My roles: HTML + CSS Trainer
Web Content Managers in the Health and Human Services Office of the Assistant Secretary for Public Affairs Digital Communications Division lack of skills with HTML and CSS made them dependent on a contractor-based team for even the most basic updates to HHS owned websites. This slowed response time for internal customers creating a reputation that the division was unresponsive.
I approached our group’s Director with a plan: create and deliver basic HTML and CSS training specifically tailored to tasks Content Managers faced daily.
I assessed the CMS looking for tools to structure documents and apply styles. Once I had a scope of this tool set, I surveyed content managers to learn:
- what caused them the most difficulties when interacting with the system
- how often they needed to trouble shooting documents created by their internal clients
I created two sets of introductory training materials (pdf):
- basics of HTML
- basics of Cascading Style Sheets (CSS) and how CSS relates to HTML
I also created homework assignments – structure a page and style that page using CSS – designed to help them practice their new skills on a low-pressure task.
Armed with basic HTML and CSS skills, content managers were able to perform without fear basic updates to sites leaving the ticketing team free to work on more complex tasks.
This cut DCD’s response time for basic content changes by more than 50% increasing internal customer satisfaction and trust.