Issued November 18, 2002
Introduction
"The web" is a term that means different things to different people.
When some people think of "the web," they are referring to websites.
Others think of "the web" as the broader Internet - a complex network
operated through computers. Some view "the web" as a communications
vehicle - a publication. Others see it as the infrastructure through
which automated systems and work processes are available. In fact,
the web is all of these things and more. No matter what your perspective,
at HUD the web is integral to the management of the Department and
its programs.
This document defines the management structure and the policies
for managing "the web" at HUD.
HUD's Web Products
HUD's web products are designed to empower citizens, our business
partners, and our employees by giving them what they want - information,
work processes, services, and opportunities to be involved in their
government - when they want it, in ways that make sense to them,
so they can improve their lives, solve their problems, and accomplish
their objectives.
- HUD's Homes and Communities Page: HUD's Internet website serves
both our internal and external audiences, but it is the primary
point of access for people outside of HUD: citizens at all economic
levels with an interest in HUD's programs, HUD's current and potential
business partners (including state and local governments, the
private sector housing industry, public and tribal housing agencies,
non-profits, community- and faith-based organizations, academic
institutions, and many others), and national and local news media.
It is a clearinghouse, providing content (information, services,
work processes, interactive opportunities) from HUD and from other
websites. HUD's website doubles as a repository of information
for HUD staff, helping them find answers to help HUD's customers.
HUD's website exists to facilitate and promote accomplishment
of the Department's mission and management goals.
- "hud@work:" hud@work is the Department's intranet - an internal
website available only to HUD employees. It is designed to foster
communications between and among management and employees, to
provide access to important policies and procedures, to provide
access to employee services and employment information, and to
offer a central point for accessing work processes that employees
need to do their jobs.
- HUD Kiosks: HUD's web-based electronic kiosks offer citizens
basic information about government programs and services in their
communities. Their aim is to reach citizens who do not have ready
access to information about, and services from, HUD. Kiosks take
HUD to the people. They are placed in locations that citizens
use in their everyday lives: shopping malls, grocery stores, public
libraries, and other public places.
- HUD Answer Machines: HUD Answer Machines are computers that
provide free access to HUD's website in every HUD office across
the country. This is one way that HUD is helping bridge the digital
divide.
- Web Clinics for HUD Partners: HUD's Web Clinics teach HUD partner
organizations how to construct websites that deliver the services
HUD funds. HUD's Departmental Web Managers teach the clinics,
using their experiences in managing HUD's website. Clinics are
designed to demystify the process of establishing and managing
a website and to demonstrate the importance of good content development.
Clinic participants receive free "Web Clinic Wizard" software,
which they can use to create their sites.
Web Management
Web management at HUD is a responsibility of HUD's Deputy Secretary,
who is the Chief Operating Official of the Department. The Deputy
Secretary issues the Department's web policies and strategic plans.
The Departmental Web Team, which is part of the Office of Departmental
Operations and Coordination (ODOC), is responsible for managing
and marketing HUD's web products, and - along with other appropriate
HUD staff - representing and coordinating the Department's involvement
in interagency efforts and other outside efforts that impact the
content of HUD's website.
The Chief Information Officer (CIO) is responsible for determining
technical requirements for the web infrastructure; managing technical
equipment, support, and funding for the web; establishing technical
standards; and representing the Department at interagency efforts
involving web-based technology.
The Assistant Secretary for Public Affairs is responsible for establishing
Departmentwide public affairs policies, strategies, and guidelines,
which may affect the web.
These three organizations work in concert to ensure that HUD uses
the web efficiently and effectively.
HUD's Web Management Structure
Web Managers, throughout the Department, are the front-line in
web management at HUD. At the helm is the Departmental Web Team,
which is led by two Departmental Web Managers - one for Headquarters
Operations and one for Field Operations. Each Headquarters office
has a Headquarters Web Manager; and each Region has a Field Web
Manager. These organization Web Managers are responsible for implementing
the Department's web strategies, policies, and procedures within
their organizations, with the overall guidance and direction of
the Departmental Web Team. The Headquarters and Field Web Managers
work with their respective organization heads to develop and implement
procedures within the organization to create and approve content,
manage web-generated email, and carry out other web management responsibilities.
Web Managers at HUD have six primary roles:
- Consultant: Consult with managers to help them use the web
to improve the way HUD does business and serves citizens;
- Editor: Develop and organize the content of HUD's web products,
ensuring that content reflects well on the Department;
- Advocate: Reach out to audience groups (citizens, business
partners, and HUD employees) to determine their needs, and act
as an advocate to ensure that HUD addresses those needs through
the web products;
- Promoter: Market HUD's web products among the intended audiences;
- Trainer: Train HUD staff to use the web products in appropriate
ways; and
- Visionary: Anticipate and look toward the future, analyzing
and proposing new ways the Department might use the web to carry
out its mission more efficiently and effectively.
Departmental Web Team
The specific responsibilities of the Departmental Web Team include:
- Recommend, interpret, and oversee implementation of the Department's
web policies, which are issued by the Deputy Secretary;
- Establish procedures and standards for HUD's web products;
- Provide direction, guidance, and training for organization
Web Managers;
- Brief top HUD executives on HUD's web products and consult
with them on how to use the web to achieve their goals;
- Research and develop long-term and annual strategies, goals,
and objectives for the Department's use of its web products; and
assess and report on performance;
- Develop, justify, and manage the technical support budget for
the Departmental Web Team and the Field Web Managers (program
offices provide their own technical support);
- Along with other appropriate staff, represent and coordinate
the Department's involvement in interagency efforts and other
outside efforts that impact the content of HUD's website;
- Provide technical assistance to HUD partners in using the web
to deliver the services the Department funds, through Web Clinics;
and
- Manage the Department's web marketing and outreach efforts.
Headquarters Web Managers
Each Assistant Secretary is responsible for developing and maintaining
relevant, current, and accurate content - program information, work
processes, and services - on HUD's websites. Content provided by
Headquarters organizations should be generic or nationwide in scope.
Each Assistant Secretary selects or designates a Web Manager who
manages content development and carries out other web management
functions in that organization. Headquarters Web Managers work closely
with their Assistant Secretaries and key staff to ensure that web
materials reflect the directions and objectives of the Secretary,
Deputy Secretary, and Assistant Secretary and that they abide by
guidance on Departmental communications issued by the Assistant
Secretary for Public Affairs. In major organizations, the Web Managers
should be assigned to these duties full-time. Assistant Secretaries
must ensure that their Web Managers have the support and cooperation
within the organization to be successful and that they carry out
their duties in accordance with Departmental directions and objectives
for the web.
Assistant Secretaries and Regional Directors ensure that local
program managers comply with Departmental standards and directions.
The Departmental Web Manager for Headquarters Operations establishes
procedures and provides guidance and training for the Headquarters
Web Managers.
Field Web Managers
Each Regional Director is responsible for the development and maintenance
of relevant, current, and accurate content - local information and
services - for HUD's web products. Web content provided by HUD's
Field Offices should be local in nature.
To manage this effort, each Regional Director has a full-time Field
Web Manager to coordinate the web activities for the Region. Field
Web Managers work closely with their Regional Directors and key
managers throughout the Region to ensure that web materials reflect
the directions and objectives of the Secretary, Deputy Secretary,
and Regional Director and that they abide by guidance on Departmental
communications, issued by the Assistant Secretary for Public Affairs.
Regional Directors ensure that the Field Web Managers have the support
and cooperation within the Region to be successful and that they
carry out their duties in accordance with Departmental directions
and objectives for the web.
The Departmental Web Manager for Field Operations establishes procedures
and provides guidance and training for the Field Web Managers.
Web Policies
General
1. HUD has one official Internet site, located at www.hud.gov.
It has one intranet site, located at hudatwork.hud.gov. All local
office and program office content - including content that resides
on outside servers - must emanate from the Department's official
sites and must follow the publication standards, templates, and
design guidelines established by the Departmental Web Team. HUD
Kiosks follow a single format and design, as do the HUD Answer Machines.
HUD's web products are designed to communicate - both by the information
they contain and by the presentation - that we are "one HUD."
2. HUD's web-based products are management tools; therefore, they
are to be used only for official, mission-related HUD business.
HUD's web products are supported by appropriated (taxpayer) funds;
therefore, HUD will not host web pages for private organizations,
including employee organizations. If appropriate, HUD may link to
websites developed by related organizations.
3. HUD may create or host websites for official Federal interagency
mission-related efforts in which the Department is participating,
with the approval of both the Departmental Web Team and the CIO.
4. All web-based applications (interactive processes, databases,
and other online services) must follow basic design standards established
by the Departmental Web Team and must adhere to all laws, regulations,
and Departmental policies related to privacy and security. In addition,
applications developed or significantly revised after July 2001
must meet all laws, regulations, and policies related to accessibility.
5. Any participation in interagency websites (i.e., "portals")
must be coordinated through the Departmental Web Team.
Coordination and Approvals
6. It is the responsibility of each Assistant Secretary and Regional
Director to ensure that the content of all of HUD's web products
(Internet, intranet, and kiosks) for which their organizations are
responsible is both current and accurate. Assistant Secretaries
and Regional Directors are responsible for establishing and communicating
procedures within their organizations to ensure that all content
submitted to the Web Manager has been properly coordinated and approved.
7. All website content of a political or policy nature must be
coordinated through the Office of Public Affairs before it is posted.
It is the responsibility of the appropriate Principal Staff member
or Regional Director to ensure that this occurs.
8. Beginning January 1, 2002, and the first day of each quarter
thereafter, each Assistant Secretary and each Regional Director
must submit certification, in writing, that the content of HUD's
public website and kiosks for which his/her organization is responsible
is current and accurate. The memoranda documenting the certification
must be addressed to the Deputy Secretary, to the attention of the
Director of ODOC. ODOC will coordinate the certification process
for the Deputy Secretary.
9. Web-based or -enabled applications must be developed in compliance
with the technical standards and platforms developed by the CIO,
as well as the Departmental web policies and publication standards.
Web-based applications - both those developed within HUD and those
developed by contractors working for HUD - must be coordinated with
the CIO. Any new web-enabled applications must be coordinated with
the Departmental Web Team throughout the process, to ensure that
they comply with Departmental policies and standards and that they
are designed to fit seamlessly into HUD's web products. All web-based
applications must be submitted to the HUD Test Center, managed by
the CIO, prior to posting to production.
10. Generic web technologies (technologies that can be used by
any HUD office) such as discussions/chats, mailing lists, and webcasts,
will be proposed and sponsored by the Departmental Web Team (ODOC).
Technologies developed by the Departmental Web Team, with the concurrence
of the CIO, will be the Departmental standard. Headquarters and
Field Offices must not develop these technologies independently
or use non-standard generic technologies.
11. Information/services should not be duplicated within HUD's
websites. It is the responsibility of each Web Manager to ensure
that new content does not duplicate existing content, anywhere on
the website. If an organization wants to add to or expand content
developed by another organization, the two organizations should
work together to develop a single source for that information.
- Headquarters offices, exclusively, should create content that
is generic in nature - that is, content that applies across the
Department. For example, program descriptions must be created
by Headquarters offices.
- Field offices should create content that is "inherently local"
in nature - that is, content that is known/collected/maintained
only at the local level. Field office content should add value
to generic content by contributing specific local resources, examples,
and contacts.
- Content that can be drawn from national databases and systems
(e.g., listings of Section 8 apartments) should be developed and
maintained by the Headquarters offices.
File Creation, Posting, and Retention
12. All materials on any of HUD's web-based products must reside
on HUD's own servers. In rare cases, the CIO may approve - in writing
- an exception to this policy, if it is in the best interest of
the Department. Exceptions must be granted prior to entering into
any new or extended contractual relationships for web server services.
A copy of the CIO's written permission must be sent to the Departmental
Web Team. All official HUD web pages - including those that reside
on outside servers - must adhere to all HUD
web policies and publication standards and all policies and
standards defined by the CIO.
13. Any manager or staff member desiring to post information on
HUD's website must provide that information to the appropriate Web
Manager in an electronic file. Any reports, documents, applications,
or other products developed by contractors for HUD must follow all
HUD policies and design standards and must be provided in PC-compatible
electronic format (including graphics and photos). These specifications
should be noted in the contracts. Specific requirements are outlined
in the Department's Web Publication Standards.
14. All files used in any of HUD's web products must be owned and
controlled by the Department.
15. Individual HUD staff may not create websites depicted as "HUD"
pages on personal accounts with private Internet Service Providers,
nor will the Department link to any "HUD" pages owned and/or controlled
by individual HUD staff.
16. The Departmental Web Managers grant rights to post files to
HUD's websites, based on guidelines developed with the CIO. Rights
are limited to protect the integrity and security of HUD's websites.
People who are granted posting rights may post information only
with the approval of the Web Manager for that organization.
- Headquarters Web Managers may request posting rights for no
more than two individuals in their organizations.
- Posting for Field portions of HUD's Internet website is done
by the technical support contractor of the Departmental Web Team.
- Field Web Managers may request posting rights for no more than
two individuals per Field Office, for Field hud@work pages. In
the future, all posting for Field content may be done by the Web
Team's contractor.
17. Information posted on HUD's Internet home page and kiosks must
be retained in a manner consistent with the Freedom of Information
Act and the Federal Records Act. Documents related to particular
administrations (i.e., documents that could be viewed as "political"
in nature, such as speeches, testimony, news releases, accomplishments
reports, management plans, etc.) must be moved to the designated
"archive" section in the Internet "library," at the end of the administration,
where they can be used for research purposes.
Emergency Procedures
18. In the case of a major emergency, information related to the
emergency can be posted to HUD's website remotely. The procedure
for posting emergency information is as follows:
- Information to be posted should be submitted by telephone,
in person, or in the most expeditious way possible to the Secretary,
the Deputy Secretary, or the Chief of Staff, for approval, with
a concurrent alert to the Assistant Secretary for Public Affairs.
The person submitting the information should obtain confirmation
that the information was received.
- If the emergency affects one or more field offices, information
should be coordinated with the Assistant Deputy Secretary for
Field Policy and Management or his/her designee before it is submitted
to the Secretary, Deputy Secretary, or Chief of Staff and the
Assistant Secretary for Public Affairs.
- Once approved by the Secretary, Deputy Secretary, or Chief
of Staff, the information will be submitted to the Office of Public
Affairs for clearance. The Assistant Secretary for Public Affairs
will designate - in advance - specific staff that may authorize
this clearance.
- The Assistant Secretary for Public Affairs or designee may
post the information him/herself or telephone one of the two Departmental
Web Managers to alert him/her that information is being sent for
posting. The Assistant Secretary or designee will email the information
to be posted to that Departmental Web Manager, and the Departmental
Web Manager will post the information immediately.
19. Only the Assistant Secretary for Public Affairs and/or designee
and the two Departmental Web Managers have the authority to post
these emergency updates. Information will be posted only with the
authorization of the Assistant Secretary for Public Affairs (or
designee) or, if the Public Affairs staff is not available, with
the personal approval of the Secretary, Deputy Secretary, or Chief
of Staff. The Departmental Web Managers will not post information
provided through third parties (including other Assistant Secretaries,
special assistants, and other political aides).
20. The Assistant Secretary for Public Affairs and/or designee
and the Departmental Web Managers can post from anywhere in the
country, as long as they have access to a computer with Internet
access and as long as HUD's web servers are operational at the primary
or secondary locations.
21. The Departmental Web Managers will provide all appropriate
phone numbers (including home phone and cell phone) and home email
addresses to the Secretary, Deputy Secretary, Chief of Staff, Assistant
Secretary for Public Affairs, and Director, ODOC.
22. These procedures should be used only in the case of national
emergencies or emergencies that force the closing of the HUD Headquarters
Building. In all other cases, regular web posting procedures should
be followed.
23. These procedures will be incorporated in the Continuity of
Operations Plan (COOP) and the HUD Emergency Operations Center procedures.
Links
24. Links to other websites may be created as long as the link
adds value and does not duplicate other information on the website.
It is not necessary to seek approval of the owner of another website
to link to that site.
25. As a rule, links may not promote specific for-profit products
or services. It is permissible to link to the home pages and/or
email addresses of a category of private for-profit HUD partners
(e.g., HUD approved lenders, HUD approved real estate brokers, etc.)
when it will promote HUD's program and customer service objectives,
with the following provisions:
- A complete list of the vendors in that category must be posted
(both those with and those without websites/ email);
- All vendors in that category must be notified that HUD will
be creating links to the websites/ email addresses of those that
have them, before any links are posted; and
- Links must include the interceptor page with HUD's disclaimer.
26. Links must be reviewed carefully and regularly to ensure that
they continue to add value, that they do not exist solely to promote
specific products or services, and that they are in good taste.
27. When using a link to a website outside of HUD, an "interceptor"
page containing the standard HUD disclaimer must be used.
28. Because HUD's Internet website is in the public domain, anyone
can link to it without permission.
Privacy
29. Protecting the privacy of individuals who use HUD's web products
is very important. The Office of Management and Budget (OMB) has
directed all Federal agencies to post their policies on protecting
the privacy of web page users on all main points of entry to the
website. At HUD, each standard web page must contain a link to HUD's
privacy statement. The link to the privacy statement is built into
the standard template and must not be moved, disabled, or modified
in any way.
30. Every automated application that collects any data must have
a link to the privacy statement on the first page of the application.
Program managers who develop applications must ensure that their
applications adhere to the conditions contained in the privacy policy
or, if they don't, then they must confer with the Departmental Web
Managers and the General Counsel to amend the privacy statement
for that application.
31. All email forms must be preceded by the intercepting page,
with the standard language describing HUD's policy for protecting
email privacy.
32. Comments, guest book entries, and other mail received through
the web may be archived only for content purposes. HUD will not
capture email addresses for the purpose of creating mailing lists
or to identify specific people with specific comments. Furthermore,
wherever opportunities exist for users of HUD's web products to
provide online comments or suggestions, to request materials, to
register for conferences or meetings, or to take any other action
that allows HUD staff to identify them by their email addresses,
then HUD's standard privacy caution must be used.
33. The use of "cookies" - software that collects personal information
for the purpose of providing customized information/systems to individuals
- should be used with caution and forethought.
- As a rule, "session cookies" - cookies that do not retain personal
information beyond a single session - are permissible.
- "Continuous cookies" that collect identifying information for
the purpose of recognizing an individual user from one session
to another may be used only if there is a compelling reason. Before
implementing continuous cookies, the primary manager (Assistant
Secretary or Regional Director) in charge of that application
or section of the website must submit a request, in writing, to
the Deputy Secretary documenting the compelling need to gather
the data on the site and requesting written permission to proceed.
If the Deputy Secretary approves the request, that management
official must ensure that a notice is posted in a conspicuous
place on each page that uses continuous cookies. That notice must
explain how the information will be used and how it will be safeguarded.
Approval from the Deputy Secretary must be granted AND a copy
of the approval must be sent to the Departmental Web Managers
and the CIO, before the technology is implemented.
34. Any interactive applications provided via the web must address
all applicable requirements of the Privacy Act.
Accessibility
35. HUD's website - including all online applications/work processes
- must comply with Section 508 of the Rehabilitation Act of 1973.
Some of the requirements include the following:
- There must be a text equivalent for every non-text element.
Graphics, photos, and other images must be described by text boxes.
Audio and video must include synchronized captioning. Maps, charts,
and graphs must have text descriptions.
- If color is used for navigation, to give text emphasis, or
to convey meaning, there must be a text alternative for those
who cannot recognize the color.
- Use only layouts and technologies that are recognized by all
web browsers or make sure to provide an alternative way to convey
the information/services to people whose web browsers do not accommodate
the layouts/technologies.
- Do not use flashing or blinking text, objects, or other elements.
- If a web page requires the use of a specific piece of free
software (a "plug-in"), a link to an accessible plug-in must be
provided. If an accessible plug-in does not exist, that format
may not be used.
- Electronic forms must be accessible to people using adaptive/assistive
technologies.
36. A complete list of requirements and procedures for making web
pages accessible is available in HUD's Web
Publications Standards and on the official government website
at: www.section508.gov.
37. HUD also is committed to making its website accessible to people
with low-end computer capabilities and slow modems. Graphics must
contribute real content value to the information being presented
- not just visual appeal - since they add considerably to downloading
time. Large documents must be split into smaller sections and/or
posted in "PDF" format. Specific guidance on graphics can be found
in HUD's Web Publication Standards.
38. Where they exist, TTY alternatives must be provided when phone
numbers are listed.
Web-Generated Email
39. Email generated by HUD's web products must be answered promptly,
using email whenever possible. Normally, web-generated email should
be answered within two business days. If a reply requires more research,
the Web Manager or his/her designee should send an interim reply
to the requester within two business days. Final responses should
be sent in no more than two weeks. In rare cases, if the response
requires more than two weeks to prepare, the Web Manager should
notify the requester and offer a date by which the final response
will be sent.
40. If a Web Manager or designee receives an email which could
be answered more effectively by another organization (e.g., the
Region III Web Manager receives a message requesting information
about housing programs in Texas or the CPD Web Manager receives
an email looking for information about public housing programs),
he/she should forward the email to the appropriate Web Manager immediately,
either copying the requester or sending an interim reply to the
requester notifying him/her that the message has been forwarded.
41. Employees should be held accountable for prompt, courteous,
and appropriate responses to web-generated email, via performance
standards. Responses must reflect HUD's strong commitment to good
customer service.
42. People who use HUD's website may report potential inaccuracies
in data that is presented on the website, via the web mail system.
In these cases, Web Managers or their designees must forward the
message to the designated email box maintained by the Office of
Administration, for processing under the requirements of Section
515 of the Treasury and General Government Appropriations Act for
Fiscal Year 2001 and commensurate guidance from OMB "to ensure and
maximize the quality, objectivity, utility, and integrity of information
disseminated by Federal agencies." If inaccurate data is found on
the website, the Web Manager should work with the appropriate office
to correct the data as soon as possible.
Photos and Graphics
43. Photos taken at official HUD events or official photos of HUD
officials may be published on HUD's web products without concern.
Photos taken at events other than official HUD events require the
written permission of the individuals in the photos, before publication.
Photos taken from other sources (newspapers, books, non-governmental
organizations, etc.) require written permission of the organization,
before publication.
44. Graphics must conform to the specifications contained in HUD's
Web Publication Standards.
45. If graphics are obtained from a non-HUD source, other than
public domain sites, written permission from the owner of the graphics
must be requested and maintained.
46. HUD's official seal is to be used only by HUD, for official
purposes. HUD partners who would like to use a HUD icon to link
to the HUD website may use the graphic provided on Bookshelf 15
of the web "library."
Discussions ("Chats")
47. Managers can request online discussions ("chats") on both the
Internet and the intranet, for official purposes. Discussions on
the Internet must be targeted to HUD's partners and/or citizens;
and discussions on the intranet must be targeted to HUD's employees.
Discussions may be password-protected to restrict participation,
when appropriate.
48. Discussions must be monitored by a designated HUD employee,
who is responsible for ensuring that they stay focused and appropriate.
It is the moderator's responsibility to notify the Web Manager and
Departmental Web Team when the discussion has concluded and should
be removed from the website.
49. Requests for discussions must be approved by the Assistant
Secretary or his/her designee, in Headquarters, and by the Regional
Director, Deputy Regional Director, Field Office Director or their
designees, in the field, before they are submitted to the Web Manager.
Procedures for requesting discussions are defined in the Web Publication
Standards.
Webcasts
50. Webcasts - live or taped video offered through the website
- offer an excellent means for providing training and consumer information
and for conducting online meetings. Webcasts may be used only for
official mission-related purposes. Webcasts must be coordinated
with the appropriate Web Manager (Headquarters or Field), HUD's
Broadcast Studio, and the Departmental Web Team. Webcasts must include
captioning for the hearing-impaired. Procedures for requesting webcasts
are defined in the Web Publication Standards.
Mailing Lists
51. HUD offers automated emailing lists to managers who wish to
use them for official purposes. Mailing lists can be used in two
ways: they can be open (website visitors can subscribe to the mailing
list on their own) or "closed" (only the list owner can decide who
goes on the list). Requests for mailing lists must be approved by
the Assistant Secretary or his/her designee, in Headquarters, and
by the Regional Director, Deputy Regional Director, Field Office
Director or their designees, in the field, before they are submitted
to the Web Manager. Procedures for requesting mailing lists are
defined in the Web Publication Standards.
52. Email addresses for people who want to be on a HUD mailing
list will be maintained only for the purpose of that mailing list.
They will not be used for any other purpose within the Department
nor will they be provided to anyone outside the Department.
Other Laws and Requirements
53. Guest books, surveys, forms, and any other materials that request
information from the public must comply with the intent of the Government
Paperwork Elimination Act (GPEA).
54. Public information presented on the Internet and kiosks must
be made available to anyone who does not have access to the web,
upon request. A printed version of the web document is suitable.
55. Endorsements, acknowledgments, or references to specific products
or services may not appear on any HUD website available to the public,
including sites that are established for HUD by private contractors.
Kiosks
56. The purpose of HUD's kiosks is to bring HUD to people who might
not think about using the Department's information and services.
It is key, then, that they be placed in locations that are open
to the public as much as possible: shopping malls, 24-hour grocery
stores, public libraries, transportation centers, and other public
places that are open beyond normal working hours. Kiosks will not
be placed in Federal buildings, City Halls, County buildings, or
other places where access is limited on evenings and weekends.
57. Regional Directors and Field Web Managers must monitor the
use of HUD kiosks. Performance standards for the kiosks are these:
- Kiosk statistics must indicate that at least 100 people used
each kiosk, each month; and
- Kiosk statistics must indicate that at least 100 pages were
printed each month.
If a kiosk fails to meet these standards for three consecutive
months, the Regional Director and the Field Web Manager must take
action either to identify and correct the problem that is limiting
the use of the kiosk (e.g., insufficient publicity, unreported maintenance
problems) or initiate action to move the kiosk to a location where
it can be successful.
HUD Answer Machines
58. The purpose of the HUD Answer Machines is to provide access
to the information on HUD's website to those who may not have Internet
access and to assist HUD staff in answering questions from citizens
who visit HUD offices.
59. The Answer Machines must be positioned in a well-lighted area
of the office, easily accessible to HUD guests and close to HUD
staff who greet visitors.
60. The Regional Directors and Field Web Managers are responsible
for ensuring that the Answer Machines are maintained and promoted
so that citizens are aware of this resource.
Web Clinics
61. Web Clinics are conducted only by members of HUD's Departmental
Web Team, which represents the Department in web content efforts
outside the Department.
62. The Departmental Web Team provides all training materials.
Clinic materials - including the Web Clinic Wizard software - are
provided only to those who participate in a Web Clinic.
63. Clinics are scheduled around the country, normally in HUD field
offices. The Departmental Web Team coordinates logistics with the
appropriate Field Web Manager and the local HUD Field Office Director.
64. Program offices may request Web Clinics for specific customer
groups (e.g., FHIP/FHAP grantees) by contacting the Departmental
Web Managers.
Publication Standards
65. HUD's official Web Publication Standards, which supplements
these policies, lays out specific design rules and requirements
governing HUD's web products. The Web Publication Standards can
be found online.