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Focus on the customer
Content is based on information needs of our customers (users). We provide content on services and information that are relevant to the target audience. The extent to which content is relevant to the customer is researched beforehand, demonstrated and measured after publication. Besides being of value to our target audience(s), content is of value to Radboud University by directly contributing to the achievement of organisational goals.
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Answering instead of sending
Content consists of answers to the questions our target groups have and information demonstrated to be important to the customer. We communicate primarily from the needs of the customer rather than needs of the (organisational units of the) Radboud University. We move from "from whom" to "for whom".
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Governance is needed
To make the shift from supply- to demand-oriented, governance on content is needed. And governance first requires the deployment of skilled people and resources. To this end, sufficient capacity must be allocated to the business asset 'content'.
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Organising in topics
Storage of content and structuring of the site is done on thematic and operational topics based on customer requests. We also create content on topics identified as key points in the strategy. When organising in topics, metadata are crucial. To this end, metadata will be centrally and strictly managed and we will start harmonising metadata between channels.
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Open unless
All information is open, accessible, findable and secure. We therefore use quality guidelines that ensure content is easy to find, read and understand.
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Content is up-to-date
When content is no longer relevant, we don't offer it (anymore) and it is modified or de-published and deleted.
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Reuse is sustainable
Sustainability takes on an important role in education, research and operation. Sustainable content is content we produce once and store in a structured way without form, making it possible to serve out content to multiple channels. We produce sparsely and reuse where possible.
Principles of 'Klantgericht Online'
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