Integrating Standard Operating Procedures and Website Content Governance in Academic Services

Information channels for academic services in higher education are commonly managed separately from the procedural documents that underpin them, so procedural updates are not automatically reflected in public content. This study maps the completeness and currency of standard operating procedures (SOPs) for academic services, designs a mechanism linking SOP updates to website content updates, and evaluates the resulting quality of the information channel. One action research cycle was carried out at the academic affairs directorate of a state university in Indonesia, from June to October 2026, through a documentary review of SOPs, a WebQual questionnaire administered to 74 respondents comprising graduates, active students, administrative staff, and lecturers, task-based information-retrieval testing with 30 participants, and a WCAG 2.2 accessibility audit. The review covered 32 SOPs, of which 23 (71.9%) were aligned with current regulations and 9 (28.1%) were newly developed for services previously operating without any formal procedural document, all of them services created by new policies. The designed mechanism treats the issuance of a new SOP version as a formal trigger for content review. The overall WebQual score reached 4.071 on a five-point scale; after correcting standard errors for heteroscedasticity, only information quality and service interaction quality remained significantly associated with user satisfaction. Information-retrieval testing yielded a success rate of 83.3%, with two tasks lowest on all three indicators, while the accessibility audit recorded an increase in criteria met from 78.4% to 97.4% after seven of eight findings were closed. The study’s novelty lies in binding procedural document control to content governance as a single chain: content for both problematic tasks was published, current, and sourced from the latest SOPs, yet some users still failed to find it. The study proposes a three-layer governance framework of controlled procedures, synchronised content, and findable content.