Identify and define product knowledge requirements within Business Solutions commercial communication services, and develop documentation that effectively addresses those requirements.
I was sole writer and content manager for implementation of national corporate commercial services knowledge management system servicing business customer service agents.
I developed content, information architecture, and supporting graphics and charts, using Adobe Framemaker for content development and Adobe InDesign for document layout. I developed and presented on-line training programs (Using Camtasia Studio) to support agent adoption of the knowledge management system.
The completed system went on-line two months early, and received high praise for it’s depth, and ease-of-use.
