Strategy & Planning
Content and knowledge management projects focused on helping organizations build processes and transform how they do business.
Internal Online Knowledge Base Refresh
As a member of the communications /knowledge management team, I led several redesign efforts to evolve the Online Resource Center through improved taxonomies, content optimized for search, and navigational structures that help targeted audiences reach the content they're searching for at the point of need. The projects I managed weredesign/redesign of aggregated content spaces based on voice of associate feedback, and aligned with current line-of-business priorities, using a repeatable project management workflow tracked centrally on SharePoint.
Service Delivery / Operational Transformation
I worked as a contractor with a large bank's newly reformed technology infrastructure team to stand up organizational routines, recommend and implement knowledge sharing and document management processes to support ITIL transformation, and provided process analysis and operational support to large staff onboarding effort.
TechWhirl.com Content Strategy & Management
I design and manage content for TechWhirl.com web properties, and provide content strategy, information/ content services, and marketing consulting to local, national, and global clients. I work with a partner to manage the overall architecture and taxonomy. I plan and manage the editorial calendar, and write, create and promote long- and short-form content that aligns with our mission and addresses user needs. This includes a set of functional templates to assist site users with their own planning and strategy​.
ACN Inc. - Call Center Wiki Knowledge Base Design
ACN operates a call center with three tiers of agents responding to different kinds of calls. The Wiki/Knowledge Base Redesign, supported ACN's Service Delivery Organization / call center. It began with analysis on legacy call center documentation, including process mapping, documentation review, facilitated interviews and contextual inquiry/observation.
Other Planning & Strategy
Over the years, I've worked with consulting clients and employers to develop and execute communications & organizational change management (OCM) initiatives, knowledge management strategies (KM), and content strategies.