January 2024 Meetups

January 25: Improving Editorial Workflows and Regulatory Compliance with ResMed

Summary: 

As a global leader in a regulated healthcare market, ResMed is mission-driven to help patients breathe easier and live better. Clint Rodenfels, Senior Technical Writer, and Hannah Vincent, Knowledge Associate, share how establishing robust editorial workflows for subject matter experts, with a focus on content accuracy and compliance, has empowered customer service agents with trusted information to improve customer experiences.

Register here. 

Presenters:

Clint Rodenfels, Senior Technical Writer

Hannah Vincent, Knowledge Associate

Highlights:

• Clint from ResMed presented on their editorial workflow process for managing content in a highly regulated medical device industry. They use an external workflow in Smartsheet along with Expert to handle content requests, approvals, drafting, reviewing, revisions and publishing. This allows them to maintain thorough records for regulatory compliance.
• Clint demonstrated how they extract a clean PDF from Expert to use for review proofs in Smartsheet. This avoids having to purchase licenses for their many subject matter experts just to provide occasional review feedback.
• Carol from Netsmart discussed how review manager in Expert has been invaluable for managing their workflow with over 100 contributors now submitting drafts. It provides efficiency while still allowing them to control publishing rights.
• Mike from Circular Materials shared how he is hitting bottlenecks as the sole publisher of their growing knowledge base. He asked for advice on using review manager to allow others to submit drafts to help scale content production.
• The group bonded over the common pains of getting users to adopt new systems and workflows. Culture change and change management were noted as big challenges.
• There was discussion around the difficulty of migrating sources from Word docs to Expert for many contributors. Tricks like pasting into Notepad first to remove formatting were shared.
• Sharon previewed a new meetup summary she is creating in the Success Center to allow people to learn from past meetups they may have missed. 

January 18: Customer Recognition Awards Announcement

Summary: 

The time has come to celebrate all the hard work you’ve done this past year! Save the date for our 2023 Customer Recognition Awards, April 18, 2024 at 8am PST/11am EST.

​​​​Attend this January’s meetup to hear more about the awards, how to nominate your fellow community members, and prizes for the winners! Sign up for the meetup on January 18, 2024 at 8am PT/11am ET. See you there!

Highlights:

• The team discussed upcoming CXone Mpower Expert customer recognition awards for 2024. The nomination period is open for 3 weeks starting today.
• The awards categories include Community Leader, Global Presence, KCS (Knowledge Centered Service), Innovation, Metamorphosis, and Expert.
• An example video submission from Alarm.com for the 2023 awards was shown, demonstrating a well-made nomination.
• Prizes include a trophy, banners/graphics for social media, featured on the awards website, and swag for team members.
• Previous winners shared their experiences participating. The awards helped showcase their work and boosted team morale by recognizing unsung contributors like localization teams.
• Tips were given for submissions - they do not have to be elaborate videos like the Alarm.com one. Slides or charts highlighting innovations are options too. The focus should be showcasing how you used CXone Expert.
• The team wants this year's awards to be even better than last time. Customers were encouraged to nominate themselves or others and get creative with submissions.
• Link to the Nomination Form

January 4: Coffee Hour with Sharon

Summary: 

Looking for a space that flows as smoothly as your coffee? Coffee hour with Sharon will be a time where we can casually meet up and chat about anything and everything, whether it’s about Expert, our careers in knowledge management, or the industry. If you want to hear what your peers are thinking about, join me at 8am PT/11am ET, for a stimulating blend of engaging conversations and creative exchange.

Topic: Measuring the Value of Content

Customers Present: Liaison, ResMed, Hudson Valley Credit Union, Sylogist, Waters, Zeiders

Highlights: 

• Jessica shared a challenge she is facing with customers getting confused about last updated dates on pages due to content reuse. This sparked a discussion on how to handle outdated last updated dates.
• The group discussed goals and skills to develop in 2024, including improving team management skills as some of their teams grow, and learning basic coding/CSS skills.
• There was interest in learning how others track metrics and prove value/ROI of their knowledge base and workflows.
• Libby offered to share how her team tracks work to goals in Jira. Danielle shared an example tracking document of content changes at her company.
• The group plans to arrange a more formal discussion focused on tracking value/ROI of knowledge management work. People are interested in presenting and learning from each other.
• Jessica and Danielle noted it can be difficult to prove direct revenue impact as internal teams. Libby offered advice on starting simple by tying to existing goals/metrics first.
• Overall, the discussion focused on challenges with outdated metadata, goals for 2024, tracking value of knowledge management work, and managing growing teams.