Who to call when
Oh no! Something is wrong with your website! What do you do? Who do you call?
Let me help you get help from the correct person for the issue.
WHEN SOMEONE SAYS “IT IS BROKEN”
The terms “broken”, “wrong” and “error” are 90% of the time subjective, so I have created some answers for you to use to help guide the person into telling you what you need to know in order to update the site.
The best and most helpful thing to find out is what browser are they using to view the site.
Chrome, Firefox, Internet Explorer, Safari are browsers. Each of them have a version that you can locate usually in a settings area. You can always use Google to find instructions on how to locate the version of the browser. Why is this helpful? Well, if it is an old browser, the user needs to update. We did not build this new site to be backwards compatible. If it is a current browser, that will help the Web Admin start to sleuth out the issue.
Another very helpful thing to ask for is a screenshot of what they are seeing. The Web Admin can learn a lot from elements and the error message on the screenshot.
| If they say…. | You can respond. |
| The site is down. | Check to make sure you have an internet connection. Try re-opening your browser to clear the cache. Ask what error they are seeing. Error messages are important and helpful. |
| The link is broken. | Find out which page they were on and clicked the link. Are they getting a missing page error message or are they on a page they weren’t expecting by clicking that link. |
| The image is missing. | Find out which page they are on and if they can share the file name of the missing image. You can right click – view image in a new tab to locate the file name. This will save time for the Web Admin team. |
| The content is wrong. | This is an issue for Elizabeth to confirm if the content is indeed wrong. Or is it just different than what the user expected to see.
If it is something that needs correcting, then be sure to get the updated content. |
| The page looks weird. | Ask the user for a screenshot if you can. And the URL of the page they are looking at. |
| The fonts or text looks strange. | Again a screenshot is most helpful here and the URL. It might be the case that some content was copy/pasted into the site and the original formatting was not removed causing a conflict with the CSS. If you are an Admin, you can log in to the page, View Source and remove the unwanted formatting code. |
WHO TO CALL WHEN
| ISSUE | WHO TO CONTACT |
| Domain name renewal: | Who purchased your DNS and where? If it is your IT folks, contact them. If it is someone on your team, get in touch. Don’t let your name expire! You can search for your domain in WhoIs to see when and where it was set up. |
| >Hosting | Who manages your website hosting? Where does it live? If it is your IT folks, contact them. If it is someone on your team, get in touch. If you know your hosting provider, contact them with your question or issue. |
| Site is down (does not display, shows error message) | Who manages your website hosting? Where does it live? If it is your IT folks, contact them. If it is someone on your team, get in touch. If you know your hosting provider, contact them with your question or issue. |
| Site is down | Who manages your website hosting? Where does it live? If it is your IT folks, contact them. If it is someone on your team, get in touch. If you know your hosting provider, contact them with your question or issue. |
| Site appears to be hacked | Who manages your website hosting? Where does it live? If it is your IT folks, contact them. If it is someone on your team, get in touch. If you know your hosting provider, contact them with your question or issue. |
| Site has a content error (grammar, spelling, missing image in content block etc) | Contact your web content editor. This is sometimes a team member or one of the web developers. |
| Site has a functionality error (link is broken, menu is not working, pages are not showing up in correct format etc) | Contact your web content editor. This is sometimes a team member or one of the web developers. |
| Need assistance with site permissions | Contact your web content editor. This is sometimes a team member or one of the web developers. |
| Need assistance with site editor/admin activities | Contact your web content editor. This is sometimes a team member or one of the web developers. |
| Need assistance with security or other Drupal core updates | This is sometimes a team member (IT folks?) or one of the web developers. |
| Interested in new functionality options | Contact your web designer to discuss and get a quick estimate. |
| Online marketing or social network questions | Contact your web content editor. This is sometimes a team member or one of the web developers. |
And if you are REALLY stuck…. send us a note or call to see how we can help!