Radboud University distinguishes itself from all other higher education institutions by providing customer-friendly services to its target groups. To provide optimal digital services, we adhere to these main principles.
For now, the focus of this document is on 'user-focused online' (Klantgericht Online). That means developing, managing and publicising the content in the new Content Management System and its connection to other systems or expressions.

1. All content must have value:
   • value for the target audience;
   • (or) value to Radboud University / contribute directly to achieving our own goals;
   • (or) arise from a legal obligation.
     Otherwise, it will not be distributed through our channels and ideally not even produced.
     
     
2. We research, test and measurethe value of all the content we provide. 
   • Decisions we make are based on data.
     
     
3.  Our content leads our customer to the intended result as quickly and directly as possible.
   • Information should - after being read - lead to something such as a contact opportunity, an answered question, help in performing a task, a registration, etc.
     
     
4. The customer determines the language and channel on which we provide the service and information.
   • We follow the customer's behaviour and preferences and not the other way around.
   • Information is offered through the channel(s) the customer uses. If the customer chooses another channel, we follow the customer on that new channel without aborting the process and starting over.
   • The language used matches the visitor's preferences as much as possible.
     
     
5.  Information is always optimally accessible, readable, understandable, findable and secure.
   • Content should be accessible to systems and channels that need to use it and to customers with disabilities.
   • Content is written comprehensibly and easy to read. 
   • Our content is easily findable through search engines.
   • Privacy-sensitive information is protected and we use as little privacy-sensitive information as possible to carry out our process. 
     
     
6.  Every channel has an owner. And every information item has an owner who is responsible for its quality. 
   • Information has a life cycle: from creation to archiving or destruction. Whoever creates information has responsibility for that information and must (continue to) actively pay attention to it until the end of that lifecycle. This does not stop after the information is published. 
     
     
7. Information is reusable and is only stored once somewhere.
   1. Per channel, information is offered in one central location as much as possible. Instead of duplicating information to other locations on that channel, information is either referred to (linked) to the central location where the information is stored or the information is extracted from the original source and displayed at that location.

Deze uitgangspunten zijn voor iedereen toegankelijk en iedereen kan er vragen over stellen.
Deze uitgangspunten voor de digitale dienstverlening van de Radboud Universiteit zijn voor iedereen binnen de kolom marketing & communicatie digitaal toegankelijk. We hebben ons best gedaan om het zo duidelijk mogelijk te maken.

Voor vragen of opmerkingen over deze uitgangspunten digitale dienstverlening kun je terecht bij:

Divisie Marketing & Communications
Pim van Zanen

april 2019

These principles are accessible to everyone and anyone can ask questions about them.
These principles for Radboud University's digital services are accessible digitally to everyone within the Marketing & Communications column. We have done our best to make it as clear as possible.

For questions or comments on these digital service principles, please contact:

Division Marketing & Communications
Pim van Zanen

April 2019