September29
By: Andrew Male
UPDATE: The surfing page was deleted on 30/10/2009
There are a vast number of pages on our website, but we are starting to get a handle on pages that have been abandoned or are no longer necessary. The surfing page is a good example of this. It was created a long time ago when people didn’t have much experience of the web, obviously a lot has changed since then. We ran a test to see what the page was being used for and the resulting ‘heatmap’ shows you which parts of the page are clicked on most frequently.

As you can see the two most active spots are links to Google and Yahoo plus a small amount of activity for Google Scholar. The rest of the page receives almost no clicks. This data from our test shows that the link to Google receives over 85% of all clicks on this page:

We will be using this kind of information to help us decide how to develop and maintain the website. In this case it’s clear that the page can be removed although in this case we will update the page for a short time before it’s deleted for good.
Posted in: communication, newweb
The other day we received an email notifying us that statistics for web-support are available. These give a helpful insight into how quickly we respond to and resolve support issues.
For instance, monthly ticket information shows that the number of queries resolved in a month is close to and sometimes exceeds the number of queries raised.

Most tickets are resolved within a day, with the average time to resolution being less than 5 days. We get more than 50 support requests per week, and 40% of these are resolved within the day.
Those that are not resolved as quickly are usually due to the complexity of the issue raised.
We manage support by splitting it across the team. Members take it in turns to be supporter of the day, and are notified of new tickets by Instant Messenger. If they cannot deal with a query themselves, they will assign it to colleagues within the team; but for most queries, any team member can deal with them. We also have a list of solutions to common problems to which the supporter of the day can refer.
It’s worth reading our short tutorial, How to submit a support query, to ensure that you have included all the information we need to help you quickly.
We would also like to hear from colleagues about how we could make support more effective.
Posted in: communication
September23
By: Alison Kerwin
Update: Due to a number of complexities the wiki upgrade has been postponed to Tuesday 29 September between 8am and 9am. Web Services apologise for any convenience this may cause.
Original message below:
The University wiki is due to be upgraded on Friday 25 September 2009. The upgrade will take us to Confluence 3.0 the latest version of the software which has substantially improved performance and a range of new features.
For more information watch the Confluence 3.0 overview video or read the release notes.
Please note the wiki will be unavailable between 8am and 9am on Friday to allow for this upgrade.
Posted in: development
Get Creative is an annual activity where we work in a different way from our usual style to produce something that is a little bit different, but still useful to the University community. Last year we produced Flat Out, a Facebook application for students; this year we have produced In Pictures, a way for people to share their photos of University life. Because we have tried out new ways of working, we thought it would be good to ask everyone in the team what they had learnt about either the way we work together as a team, the way we do Get Creative, or about building applications.
Yvonne
- Last year’s Get Creative project was done over one week; this year’s was done on four consecutive Fridays. This spreads the experience out for longer, and means we come back fresh to our other projects. So this seems like a better way of doing it.
- We have got even better at integrating third-party tools (JQuery, PhotoSmash, WordPress) into our applications to make a seamless user experience.
- We have found out that we really are creative.
- We have got better at wireframing.
- We have worked on giving our new application a consistent personality and look-and-feel.
- We have gone out and asked students what they would want from a photo uploading application
- It was good that we brainstormed the ground rules for Get Creative and then voted on them

Henri de Toulouse-Lautrec (a creative person with a hat)
Liam
- has found out that he likes telling people what to do and wants a “bossy hat”
- enjoyed breaking out of the day-to-day routine and having a recharge
- enjoyed working more closely with the developers
Alison
- It’s OK to make snap decisions on what we can’t do
- The team was more enthusiastic and motivated
Anil
- learnt to use Balsamiq (wireframing software)
- enjoyed working with others and had fun
Andy M
- It was quite a challenge just building the application on the live site without using a test development environment
- We didn’t do any documentation as we went along (due to time constraints) so we might have to “reinvent the wheel” on subsequent projects
Tom N
- It’s important to have a decent development environment
- Talking to users is not too time-consuming and it’s valuable
- It’s fun and flexible to build stuff as we go long
Tom T
- learnt more about using WordPress and Wordpress plugins
- thinks that it’s been good working one day per week on the project because we can focus on getting a lot done during that day
- but also thinks that the downside of this is having to spend time remembering where we had got to the previous week
Andy S
- We need to be a bit clearer on what we want to achieve from the outset
- The Product Owner needs to be present at the start of the project
- Doing things differently is fun
- Selecting our own project was good for motivation
So it seems that everyone enjoyed the project and learnt something about the tools we use or our team process. We also stretched ourselves and got involved in activities that we might not normally do.
Posted in: Get Creative, communication