Author: Malik

I do technical communications and digital content management.

Onboarding Site

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.

Users weren’t finding our help content so we built a resource that is visual, clear, accessible, and contextual.

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