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PointClickCare.com
From Broken to Bold
Using a CCMS to drive results
In 9 months, we identified how we were broken, got management buy-in,
evaluated and selected a CCMS, imported over 6,000 legacy topics, created
all new processes, trained 15+ staff, and released the new help system and
other documents.
And (almost) no one cried.
PointClickCare
• Electronic Health Records space
o Senior care
o Skilled Nursing
• I’m in the Education group
o We create all customer-facing post-sales content
o Including online help, quick starts, and all on-line learning content
Education Group
• 15 financial and clinical experts
o Accountants, medical billers, nurses, and so on
• Not content development experts
o Highly skilled specialized domain experts
o Valuable and important knowledge
• Required expertise in this space
• Most of the Education team works remotely
And we continue to grow
• Help has over 3 million+ page views a year
o Google Analytics
• Looking at non-English speaking markets in the near
future
Step 1: Identify the problem
It’s a process
• 15 educators wrote in a wiki system
• Created a Netsuite case
o Or tagged the intern in the wiki
o Or sent an email
o Or a skype text
• 1 intern copied and pasted the Wiki content into a
Robohelp 9 file
o Reformatted the content
It’s a process
• Intern sent the new/changed topics to the Technical
Writer
• Technical writer integrated the topic(s) into the main RH
project
• Published the help 3 to 5 times a week
o Educators QA-ed live content
• Rinse, repeat for changes/updates/corrections
Problems with the process
• Multiple roles in our products
• 4,000+ topics
o In RH and in Wiki
• Manually copying content
o RH 9 didn’t like the Wiki content
o Copy to Notepad then to RH
• No review process until live content
• Constant help updates in production
Customer experience
• Help navigation didn’t exist
o No TOC
o No index
o No hyperlinks
• Search found everything, regardless of the role
o Nurses don’t care about invoicing
• Our content was constantly changing
• We were not the one source of truth
The process didn’t scale
• OK when there were 5 educators
o Errors in the content
o Incomplete content
o Missed content
• Rumors of localization
Step 2: Quantify the problem
Money, it’s always the money
• Over 50 ways to say “Click OK.”
• Quantified time and effort
• Upper Management stakeholders
o We showed the wasted time/money
o And suggested investigating solutions
Our problems
• Improve our content creation processes
• Improve the workflow
• Reduce wasted time
• Increase our possibilities in the future
o Localization
• Improve the customer experience
• Do more with the same or similar head count
• Reduce customers abandoning the help
Step 3: Identify the solution
Flickr: miranda
Our problems
• We didn’t worry about tools
• Worried about what we needed to fix
• Prioritized the issues
o 1 – urgent
o 5 – be good to fix
• Identified 5 vendors
o Got custom demos
We made a decision
• Paligo
o Cloud-based CCMS
o Responsive to our questions and concerns during the investigation
o Workflow and content reuse
• Nothing solved all our problems
And then we tripped over stuff
• Security is a huge concern
• Internal Security people
o Paligo is a cloud-based product
o Extra security layers
• Took almost 2 months
o A lot of meetings
We needed a project manager
• PointClickCare has internal PMs for internal projects
o He didn’t know about content
o He knew code development
• We had to educate him
o What our problems were
o Why these were problems
o Why Paligo
o The unique differences between code and content
Release team flipped out
• New system = new validation
• Dark process
• Delayed the release
• Much confusion on all sides
Step 4: Implement
Flickr: Jerry Gammon
Pay the vendor
• We paid Paligo to import our legacy content
• Far cheaper than doing it ourselves
• But that created some issues…
Content inventory
• We knew about the Robohelp content
o We knew there was more
o But we didn’t know where
o Or what the latest versions were
• All had to be identified and relocated to a common
location
• It all had to be imported into Paligo
Word content
• Over 450 word documents
• Inconsistently tagged in Word
• Manually retagged every single document
• Interns helped a lot
Validating the organization
• All publications (TOCs) manually validated in Paligo
o A lot of content was not organized correctly in RoboHelp
o A lot of duplicate content
• Decisions about cleaning this up
Step 5: Set up for Success
Flickr: Rachael Hope
Coaching and then more coaching
• Almost 40 job aids
• Many decisions for how we do things
o Easy-ish
• 2 days of training
o Sandbox area in Paligo
• 2 months of drop-in informal training/support 3 times a
week
New staff
• Read the Job Aids
• Attend Lunch and Learns
o Review the previous recordings
• Sandbox area in Paligo where they can’t hurt anything
• One on one coaching
o Swim buddies
Ongoing support
• Our job for 9 months
o Several educators had reduced tasks in other areas
o Mostly my full time job
• We still do Lunch and Learn 2x a month
• Create and update the process docs as needed
o Does this process scale?
• Living project
Your take-aways
Flickr: Nikon-King
Things that saved us
• In general, our culture is very open to improvement
• Everyone hated the old process
• Upper management (to the VP level) fully supported us
• One of the strike force members loves schedules
• One of the members has done this before
o Identified expert to help all educators
• We trusted each other as a team
Things we would have done differently
• Better communication with our project manager
• Security involved earlier
• Release team earlier
• Content inventory earlier
• More time to verify content as present and correctly in
place
• Created more experts in Paligo sooner
o Several naturally rose to the top
