Author: Robert Norris

Robert Norris is an accomplished content wrangler who helps organizations improve their knowledge sharing operations by boosting the ROI from their online help websites. A grey-haired technologist, author and content troubleshooter with 20+ years experience in digital library technologies, knowledge management and instructional design, Robert has served corporate, government and academic clients worldwide. After documenting the lessons learned from his impressive career, he is eager to share them with our community.

Managing Counterproductive Organizational Expectations

Editor’s Note: The Content Wrangler is presenting a weekly series of twelve articles that provide useful insights and practical advice for those who produce customer and staff support websites. Columnist Robert Norris shares practical guidance on how to overcome the operational challenges related to harvesting, publishing and maintaining online knowledge bases. His twelfth installment examines the strategic impact and operational repercussions of creating relentless demand for ever better content to feed multiple, knowledge-sharing websites. He discusses the proverbial tiger of organizational expectations. And how these expectations, if not managed carefully, can lead to a counterproductive culture of misguided corporate pressure and control. A Successful Enterprise Content Strategy...

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Developing a Unified Content Strategy: Learning from the Masters

Editor’s Note: The Content Wrangler is presenting a weekly series of twelve articles that provide useful insights and practical guidance for those who produce customer support websites. Columnist Robert Norris shares how to overcome operational challenges related to harvesting, publishing and maintaining online help knowledge bases. His eleventh installment examines why and how we should leverage the content expertise concentrated in the marketing team to help us develop a unified content strategy. A Unified Content Strategy In boardrooms across the globe, dashboard metrics and C-level briefs critically examine the performance of every marketing initiative, because marketing drives growth. Yet, even though our MBA’s will attest that knowledge...

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Building A Robust Content Quality System

Editor’s Note: The Content Wrangler is presenting a weekly series of twelve articles that provide useful insights and practical guidance for those who produce customer support websites. Columnist Robert Norris shares how to overcome operational challenges related to harvesting, publishing and maintaining online knowledge bases. His tenth installment examines the framework for a consolidated quality control program based on explicit content ownership. In a previous article, we examined how content wranglers can improve the quality of life for our colleagues in support roles and leverage insights (including customer support metrics) to our mutual benefit. This article offers insights into leveraging this...

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A Swing and a Miss: Faulty Customer Support Metrics

Editor’s Note: The Content Wrangler is presenting a weekly series of twelve articles that provide useful insights and practical guidance for those who produce customer support websites. Columnist Robert Norris shares how to overcome operational challenges related to harvesting, publishing and maintaining online help knowledge bases. His ninth installment examines how content wranglers can improve the quality of life for our colleagues in support roles and leverage insights (including customer support metrics) to our mutual benefit. Customer Support Metrics Organizational leaders love their dashboard metrics, and when it comes to their support teams, those metrics come by the boatload: response & resolution, escalation, abandonment, average talk time,...

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Best Practices for Fostering Support from Stakeholders

Editor’s Note: The Content Wrangler is presenting a weekly series of twelve articles that provide useful insights and practical guidance for those who produce customer support websites. Columnist Robert Norris shares how to overcome operational challenges related to harvesting, publishing and maintaining online help knowledge bases. His eighth installment shares insights into how we can gain the support of key stakeholders in middle and upper management. Fostering Support from Stakeholders Ever been in a long-anticipated meeting to green-light an initiative only to hear your project’s spokesperson sell a bold concept you support by making promises that make you cringe? That sinking feeling is the gnawing...

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