I'm looking for feedback about methods and technologies others may have tried for use cases similar to the ones outlined below. Feel free to brainstorm. I'd love to hear your ideas!
I'm currently involved in the development of a new workflow for our Content Publishing team. Content Publishing creates all of the documents for our various insurance business units: this could include what's mailed or electronically delivered to insureds and agents: the policy forms; claims documents; billing documents; and correspondence such as agency letters.
In the last eight months we've revamped the workflow for Content Publishing so that all requests come through the Service Now request management system. The Service Now workflow will be in production in January.
Before this workflow was developed, those requesting content creation did so by email, phone calls, IM's, SharePoint pages, hallway conversations, drive-by's and other request management systems. The hope is that by having one point of entry for requests, Content Publishing will gain better metrics for staffing and performance; and that business users will be able to status their requests more easily and become less dependent on other communications channels such as emails and phone calls.
Even though I believe that business users will grow more comfortable with this new workflow, I want to find ways to facilitate discussion between our team and the business community. My group's strengths are its personality and the relationships it's developed with business users over the years. We have team members who have been with us for over 30 years. They know what our customers want and do a great job. I want to create a forum where these connections can be maintained, but where others can chime in and offer ideas.
Here are some ideas that I've explored:
Has anyone tried using Jive as an FAQ with a link to their request management system? How has that worked for you? Have you found that the community interaction prevents known issues from being submitted again?
2. Catalog Approach
I was thinking of an "Amazon-ian" approach where customers could read about certain types of offerings, then "order" or request action. The behind-the-scenes processing would require a service be authored from Jive to Service Now, using the Service Now API. Has anyone tried something like this?
3. User Manual and Video Instructions
This is something I definitely plan on doing. I want to have a Word or PDF manual, but I also want to supplement it with video instructions and allow users to comment and rate my instructions. Feedback from anyone who's tried this?
This is all I've come up with so far. If you have other use cases and/or ideas, I'd love to hear about them.
Thanks in advance for your help!