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Content Development

We are a consulting firm dedicated to helping companies provide their employees with the information , education and knowledge they need, to work smarter, faster. Content Development Development of the text, video and graphics that represent how your business operates, such as:

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Content Development

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  1. We are a consulting firm dedicated to helping companies provide their employees with the information, education and knowledge they need, to work smarter, faster.

  2. Content Development Development of the text, video and graphics that represent how your business operates, such as: • Policy and procedure manuals • Reference materials • Training or learning E-learning Leveraging technologies to enable learning anywhere, anytime. Knowledge Management Leveraging of intellectual assets through the cultivation and sharing of knowledge or expertise.

  3. Many companies now realize… • Success depends on the performance of their people–for companies to work smarter, faster, their employees must work smarter and faster. • Competitive advantages are becoming more difficult to sustain. • Traditional training and reference materials have many shortcomings. • Initial intranet implementations have led to information overload.

  4. Our approach is to help companies not just adopt, but sustain knowledge management To ensure the long-term success of KM… • Maximize the value in the knowledge. • Relevant • Up-to-date • Accurate • Consistent • Concise • Minimize the burden on the end-user. (Four Rs) • Right amount • Right information/knowledge • Right time • Right context

  5. How employees use knowledge The ongoing process of producing value-adding knowledge

  6. Service & Support Managers (SSMs)… • are a single point-of-contact for strategic accounts - each SSM supports one key customer. • provide comprehensive, effective and, as required, customized support services. • are expected to understand and even anticipate customer needs. The organization planned to rapidly hire 250 new SSMs.

  7. Information Resources Before KM • Other SSMs • Email • Discussion forums • Phone • Personal contacts • Cisco intranet • Management team Resulting Costs • Reinventing the wheel (productivity) • Improvising the wheel (consistency) • Hoarding the wheel (competitiveness)

  8. Orient New Hires • Minimize time-to-proficiency • Develop a brand image for the SSM role Help Improve Performance • Increase productivity • Move SSMs through the 4 stages of professional development faster • Increase service consistency and quality Facilitate Innovation • Foster continuous process improvement • Open channels of communication

  9. Executive Sponsor Santa Clara, CA KM Business Lead New York, NY Cisco IT Raleigh, NC Project Sponsor & KM Development Team Charlotte, NC Quick Hits Phase 1 Ongoing KM Phase 2 4/00 6/00 9/00 2/01

  10. Promotes reuse of information Facilitates multiple views tailored to individual needs Streamlines navigation for maximized user experience Supports dynamic content updates Provides reusable framework for deploying KM connections across business units OurIntegrated Knowledge ArchitectureTMis a conceptual framework used to organize knowledge portals and structure content. • Allows for implementation on any major technology platform • Maximizes the capabilities of current portal or content management systems Integrated Knowledge Architecture is a registered trademark of VisionCor, Inc.

  11. Where do I start? New Hire Checklist How do I… ? Who can help me? SSM Directory and Biographies Build a Virtual Team Best Practice

  12. How do I… ? Proactive Issue Management Best Practice How did you… ? What does it look like? Crashing Local Directors Case Study Failing Components Action Plan Example

  13. That RMA trade-in was difficult. I bet the rest of the team could use what I just learned. Content Contribution – Case Study This is great stuff. Knowledge Manager – review and approval Resolving Trade-In RMA Issues Case Study

  14. Orient New Hires • Establishes a one-stop shop for SSM organizational information. • Provides just-in-time reference information, organized around SSM business processes. Help Improve Performance • Integrates the know-how needed to perform. • Clarifies performance goals. • Supports performance evaluation process with standardized tools and templates. Facilitate Innovation • Captures and distributes expert knowledge and best practices. • Captures feedback for process improvement.

  15. Reusing our architecture across other Cisco organizations, resulted in a 50% savings in development efforts on subsequent portals.

  16. Get senior management support • Start small • Know your audience • Begin with maintenance in mind • Deploy rapidly • Test usability early and often • Be prepared to define processes • Less is more • Culture matters • Focus on business results

  17. Thank you for your time and attention. For more information, contact: John Schneble Business Development Manager jschneble@visioncor.com VisionCor 6000 Fairview Road Suite 350 Charlotte, NC 28210 www.visioncor.com 1-888-299-8267

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