Users weren’t finding our help content so we built a resource that is visual, clear, accessible, and contextual.
Our onboarding process was ad hoc so I put key material into an informative package that helps new hires learn.
I used our publishing platform to create a private site for logging helpful details about support sessions.
How knowledge management works in support of client service.
I created a new option that lets users take courses at their own pace.
I periodically conduct content audits to overhaul the information that users access.
I set up simple entry forms to guide our testers through user stories, test cases, and acceptance criteria.
I played key roles in both phases of NYU IT’s change management effort
I set up a way for my team to document stuff that works or record knowledge about best practices.
Subhead Problem tk Solution tk Result tk:
WordPress at CUNY SQL at IRE HTML at CTS
Examples of engagement strategies and participatory methods
First Take UJW USC SAT prep Emmaus House