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Multi-Channel Publishing

Keith Anderson

Keith Anderson

on
Multi-Channel Publishing
Photo by Sajad Nori / Unsplash

I wrote paper-based and online help system for a call center with 400% turnover for a completely new system.

Content

I wrote paper-based and online help system for a call center with 400% turnover for a completely new system.

Design

The call center was moving from green screen to a Windows-based system. Considering the turnover, I distilled the information only needed for the employees to perform their tasks.

Dissemination

This was context-sensitive help embedded within the new system. Because the green screen system was scripted and the new system was not, I created a script within the online help. The printed documentation was in the form of job aids and instructional materials.

Example online help

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