Organizing Your Web Services Division?

Anml4ixoye asks: "I currently work for a county government as their senior webmaster. Before that, I oversaw the internet development for a large credit union. In both places I ran into the same issues. What should compose a web services team, and where does it belong within an organization? I notice that larger companies such as IBM have separate departments for their web sites (VP of Web Site Operations). So my question is, should the team that handles the organization's web site be its own entity, being solely responsible for the hardware, programming and implementation of the web site, or can those tasks be effectively split between several sections and still work? Can anyone give some insight into how it works within your organization?"

"For example, at the credit union, the position I was hired into was brand new. They wanted to bring their web site in house. Their solution was to hire a Manager of Internet Development (me) who was responsible for determining the needs of the credit union, setting up the servers, doing the development and programming, and maintaining the site. No staff, and they wanted the site up as quickly as possible. I spent most of my time reporting back and forth between the VP of marketing and the Director of IT. When they finally figured that wasn't going to work and tried to have me report to one department, they couldn't figure out which one it should be so they eliminated the position and outsourced the web site again.

I am running into the same thing at the county. I came on about a year ago to a web site in shambles. The previous 'web team' consisted of an Internet Administrator, a team leader, a webmaster, a web data specialist, and a web temp. The team leader wanted them to be their own section, but unfortunately, he did it by power-playing and burning bridges. The Director of IT came through and broke the team apart, firing the team leader and the web data specialist, releasing the temp, and splitting the remaining team between the Distributed Processing Management (DPM) and the Network Administration sections. The other webmaster left about two months after I came on, leaving me as the sole webmaster for 3 sites of around 80-100 thousand webpages. We are finally back up to staff (another webmaster and a web-data specialist). The challenge we are running into is that in order for items to get on the site, they are designed by the departments, approved through our communications department, then passed on to us to integrate into the site. If we have a server problem, we have to contact Network Administration, even if it is something like having a Data Source Name set up.

To further challenge matters, the manager we report to has 28 people who directly report to him, including us.

With the size of the sites being what they are, it wouldn't take much for the whole thing to fall apart, and I am trying desperately to prevent that from happening. I envision an Information Architecture being put into place which would allow us to work on content management, instead of building these pages by hand. But I seem to run into obstacles every where I turn."

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