consolidating content
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Responding to public queries for health care information –
Consolidating Program Content
APHA RoundtableDecember 13, 2005
2
The Problem:
• Consumers are confused where to find answers
• Difficult to locate a definitive answer
• Content is not always appropriately presented within the audience context
• Content is often out of date
3
Why Are We Experiencing This?
• Organizations distribute information using a wide variety of channels
– Phone
– Fax
– Websites
– publications
• These channels often deliver conflicting messages or at the very least are duplicative and different in tone
4
How Have Agencies Responded?• Consolidated channels
– 1 800 Number
– 1 Website
• Centralized publishing control
– Office of Communications
– Organizational Style Guides
• Application of Information technology
– Enterprise Content Management infrastructures
– Search engines
– Standardized content taxonomies
5
Challenges Consolidating Content
• No clear lines of ownership
• Not consistently written (tone, reading level, terminology) with audience in mind
• Confusion between organizing for consumer usefulness and internal chargeback
• How do you provide feedback to content sources?
• How do you measure ROI?
• Scale has it’s own impact
• Formatting, coding for new uses can result in invalid content
6
Critical Issues Delivering Content
• Ability to locate relevant content
• Fastest, lowest cost means of delivery of content
• Measuring utility of content provided
7
Technologies That Can Help
• Search engines
• Enterprise Content Management
8
Techniques That Can Help
• Corporate style guides
• Standardized data dictionaries, terms
• Uniform content taxonomy
• Implementing content quality program
• Tracking how content is used and valued – EVA/ROI
• Mystery Shoppers
9
Questions
Rick VerrillConstella Group301-562-1014rverrill@constellagroup.com
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