Good luck getting departments to heed your advice. Maybe you could offer to help ;-) Then offer to cut it in half again. Academics love their words!

I like your second challenge a lot. We do the same thing with clients, particularly when we're doing content strategy and IA at a more micro-level with a department or functional area. In fact, we'll sometimes have front-line staff keep a log of phone calls/emails/walk-ins to record the nature of the inquiries. Then, as you said, make sure those tasks and questions are easily answered on their site (and not hidden in a catch-all FAQ section either).

Thanks for your input, Holly!

Wow, that's really awesome! I haven't seen High Fidelity, but sounds like my kind of movie. See... content strategy is everywhere. You just have to look ;-)

Thanks for the great comment!

Thanks for your comments, Clinton and Jeri!

It's interesting that you both noted client limitations/capacity as a key point here. It's so true, but a tough line to walk. On the one hand, you sell a grand vision to get the job. Lowered expectations don't win a lot of sales pitches. But helping them really understand what it will take to reach that grand vision (in time, people and money) should be one of our major charges. We can lead them down that path, but only biting off as much as they can chew.

I appreciate your input!

Thanks for your kind words, Luke & Phil. Much appreciated!

Ed, you're right-- having an effective online resource DOES make their daily jobs easier. If only we could get leaders to understand that running these online operations is a new kind of job-- not just an add-on to someone's other job. A full-time professional handing web content could mean they need fewer front-line people in the office.