F1. Define and manage development standards
• Style guides and coding statements are written to meet enterprise objectives • Standards are followed in accordance with
company policies
• Relevant standards are identified and applied as appropriate
• Knowledge of style guides and coding standards
• Knowledge of company policies regarding standards
• Knowledge of server and client side capabilities and limitations • Knowledge of user characteristics
and practices
• Knowledge of company usage standards and branding
• Ability to create detailed supporting documents and write clearly and succinctly
• Ability to adhere to standards and encourage others to adopt new concepts • Ability to follow rules/policies
and procedures
• Ability to recognize ethical issues and recommend appropriate course of action
F2. Train designers and developers
• Training plan and supporting
documentation are developed for designers and developers
• Designer and developer requirements for training are correctly identified, interpreted and evaluated
• Content contains the appropriate amount of information and is consistent with learning objectives
• Training is effectively presented and clearly communicates information in a logical flow • Effectiveness of training is properly
evaluated to determine how well customer expectations were met
• Knowledge of information gathering methods and company procedures and processes
• Knowledge of instructional design principles
• Knowledge of available resources and ability to plan according to needs and constraints
• Knowledge of required technical information and ability to organize technical material for ease of learning • Knowledge of online resources
• Ability to visualize task sequentially and identify interdependencies
• Ability to create detailed supporting documents
• Ability to speak clearly and present well- organized presentations
• Ability to analyze and manipulate learning tools, and formulate and adapt learning strategies
• Ability to summarize, analyze and integrate information
• Ability to create and deliver multimedia presentations
• Ability to identify training needs and conduct task-specific training
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Critical Work Function: Manage Enterprise-wide Web Activities
F3. Evaluate web technologies and standards
• Appropriate information sources for off- the-shelf applications, tools and resources are considered
• Alternative technologies are evaluated against customer requirements • Research is conducted on emerging
technologies and standards • Make-or-buy decisions are made
in collaboration with appropriate personnel/departments
• New technologies and standards are communicated to appropriate personnel effectively in a timely manner
• Consultation with management/personnel is provided as requested and in accordance with company mission and goals
• Security issues are effectively addressed
• Knowledge of sources of information for emerging and current technologies • Knowledge of customer requirements • Knowledge of new and emerging
tools and technologies, programming languages, distributed computing and computing platforms
• Knowledge of security issues and protocols
• Ability to research additional information sources and create data gathering processes
• Ability to analyze operational problems, evaluate computer utilization and judge information accuracy
• Ability to evaluate effectiveness of solutions for customer and forecast future customer needs
• Ability to adapt principles to new applications
• Ability to stay current on cutting edge technologies and processes
F4. Provide quality customer service
• Relationships and communications are managed so that customers are satisfied with current level of service
• Internal, external and global customer expectations are met in a timely manner • Problems are correctly identified and
referred to appropriate personnel in a timely manner
• Communications are aligned with the audience, particularly when conveying technical information to nontechnical audience
• Knowledge of escalation procedures • Knowledge of support boundaries • Knowledge of operating environments,
office suite applications, networks, hardware tools and online resources • Knowledge of practices of internal, external
and global customers
• Ability to analyze customer needs and demonstrate commitment to customers • Ability to resolve conflicts to customer
satisfaction
• Ability to identify the problem,
analyze possible causes and recommend action plan
• Ability to recognize differences/biases and respect the rights of others
• Ability to accept constructive criticism and accept responsibility for own actions • Ability to communicate technical
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
Critical Work Function: Manage Enterprise-wide Web Activities
F5. Perform ROI (Return on Investment) analysis to ensure business goals are met
• Web traffic and site performance data are monitored and analyzed regularly • Site metrics are analyzed according to
business objectives and expectations • Site performance and cost data are
analyzed with regard to performance and ROI goals
• Financial model is developed and implemented
• Knowledge of website metric tools and procedures
• Ability to apply analytical processes to web performance and cost data
• Knowledge of financial models and ROI analysis
• Ability to use statistical analysis and data presentation applications and tools
• Ability to evaluate effectiveness of solutions for customer and forecast future customer needs
• Ability to follow proper procedures and work with established guidelines • Ability to organize and communicate
technical information in a logical and consistent manner
• Ability to pose critical questions while analyzing problems
F6. Design and document security plan
• Strategies are thoroughly reviewed and analyzed
• Security design and features are selected to meet client, user and business needs • Security plan is developed and documented
completely and accurately • Security plan is accessible
• Security plan addresses compatibility and interoperability issues
• Knowledge of security strategies • Ability to select security design • Knowledge of client, user and
business needs
• Knowledge of security plan documentation procedures
• Ability to relate requirements to user privileges
• Knowledge of compatibility issues
• Ability to identify and resolve conflicting data
• Ability to analyze information and formulate proposals
• Ability to write detailed supporting documents
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
F7. Implement and enforce security requirements
• Levels of access and security are clearly identified, standardized and communicated • Overall plan is considered when
implementing and enforcing security requirements
• Implementation of security measures minimizes intrusion and addresses security tradeoffs and risks
• Users are notified about security procedures and changes in access in accordance with company procedures • User accounts and critical access points are
properly audited to determine that security requirements are being met
• Security breaches are quickly identified, communicated to appropriate personnel and resolved effectively
• Knowledge of security procedures and implementation
• Ability to collect security breach details and communicate to appropriate personnel • Knowledge of networks, operating
systems and applicable security strategies and solutions
• Ability to present practical alternatives • Ability to responsibly challenge unethical
practices/decisions
• Ability to write detailed supporting documents
• Ability to analyze and respond to client/ user needs
• Ability to present security tradeoffs and risks and pose critical questions
F8. Maintain and improve security in response to industry developments and user experience
• User practices are analyzed and input gathered to document and assess security issues
• Training results in continuous improvement in security awareness and effective practice • Security needs are forecast and
incorporated in recommendations for system upgrades and/or redesign • Industry and technology trends are
continually monitored and incorporated to support system security
• Internal and external audits are periodically conducted to validate security plans and procedures
• Knowledge of business, industry and technology security trends
• Ability to use forecasting methods and tools
• Ability to gather user input and observe user practices
• Knowledge of instructional design principles
• Ability to provide technical training on security procedures
• Ability to analyze and respond to client/ user needs
• Ability to identify issues and resolve technical conflicts
• Ability to organize and present technical information to nontechnical users • Ability to monitor and interpret trends in
technology and industry
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
F9. Develop enterprise- wide legal and international privacy guidelines
• All content receives appropriate attribution, credit and clearance
• Procedures are established and followed for required legal reviews
• Country-specific copyright and privacy regulations are researched and applied as required
• Internal standards are developed with knowledge of domestic and international laws, regulations and cultural considerations
• Procedures, standards and legal requirements are documented,
communicated and periodically reviewed • Standards are researched and applied to ensure clear and appropriate development of guidelines
• Knowledge of laws pertaining to content development and dissemination • Knowledge of domestic and international
network architectures and protocols • Ability to develop appropriate standards,
practices and policies
• Ability to research and apply country- specific cultural considerations, laws and standards
• Ability to follow proper procedures and work with established guidelines • Ability to understand goals and
constraints, generate alternatives, consider risks and evaluate options • Ability to compare multiple viewpoints • Ability to demonstrate honesty and
trustworthiness
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation Abilities
G1. Develop test and acceptance plan