Most important - why are we doing this? what's the vision? what's in it for me?
BRAIN DUMP:
Online, not paper (unless it makes sense - ie, classroom training, quick reference card, etc.) - leverage new IT help desk tools (to be acquired soon)
Content- think about audience, purpose, organization
At least two audiences
1) Existing staff, schooled in the "old ways"
2) New staff - blank slate
At least two purposes
1) training/orientation
- Ideally the website should be intuitive enough not to require extensive documentation
- Nevertheless, CE (and other departments), will need some reference material -
- Glossary of terms
- Translate old concepts to new concepts (with pictures, step by step workflows - old screens next to new screens?) There will not be a 1:1 correlation between old and new.
2) ongoing reference, job aids
Not just how to use the web screens, but any residual reference material CE still requires (e.g. distributors' routing guides) - goal: get rid of paper binders; have the reference material updated in real time, easily accessed and searched.
Promote consistent handling of common situations.
Best practices - techniques for using the web, or not tool-related, ie, "when can I override a price?"; "how should I steer the conversation when this topic comes up?"
Organization - outline sections, fit it to software
Also: Think about ongoing ease of maintenance. Who can make updates? How easy will it be? Keep it simple.