Intelligent content in context and effectiveness in the digital workplace
The digital workplace is interpreted in various ways – analysts are still changing their minds on what it actually is, how to get there, and what it is supposed to accomplish. Many commentaries have blown up the digital workplace, to encompass everything from the chair you sit on, to bringing in your pets, to being supplied with ping pong tables at work. Not the real problem. I think we would all agree that one component of the digital workplace is effectiveness, where targeted problems are solved and objectives are achieved. According to research from Dell and Intel, half of employees identified administrative tasks, and slow or glitchy software and devices, as the biggest time wasters. How does wasting time influence an organization? Loss of productivity, loss of sales, and poor customer support, to name but a few – impacts that translate to real dollars.
Part of the problem is communication. Ask your knowledge workers what their bottlenecks are – and fix them if you can. Do they spin their wheels searching for information they know exists but they can’t find? The reason may not be an overabundance of content but a lack of quality content. A customer care specialist, who has an irate customer but can’t find a product specialist to confer with. Or a sales rep, who must simultaneously process unexpected notifications, where the client may be called by different names or is in the database several times with different phone numbers. And where multiple project codes and emails must be sent to specific colleagues, based on the content of the notification. Again, we are dealing with low-level content, with the addition of overload and stress.
There are probably many processes that are no longer relevant in your business environment, but are still in use because they were a better way to perform a task several years ago. Change is painful. But if your CEO realized the amount of money you are losing, they might sit up and take notice. Solving the issues of surplus information and of content quality can reap many benefits, and is essentially transparent to staff. At least our solution is.
Intelligent content in context, delivered at the point of need, is a core component within the digital workplace.
Concept Searching automatically generates multi-term metadata and auto-classifies content against business-aligned taxonomies. This rich, contextual metadata is then inserted into the search engine index, enabling concept-based searching and effectively eliminating the low level or erroneous data that is typically returned. Users can also be provided with navigational aids to more rapidly find the information they need. The metadata framework, coupled with the conceptTaxonomyWorkflow product, enables subject-matter experts to easily develop rules to process content and take action on it, as it is created, changed, or ingested. This removes many of the hands-on processes currently in use. No training is required for end users, and the software can be installed in mere minutes. The taxonomy component is interactive and easily managed, providing as much granularity and precision that is needed. Professional services are available if needed. Effective? Yes. If you are facing any challenge in managing or leveraging content, we do have a proven solution.