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August 2nd
Handling Customer Complaints without Taking Things Personally
Handling Customer Complaints without Taking Things Personally
Co-Sponsored by the Cincinnati Chapter of the Special Libraries Association
Wednesday, November 12th, 2008
2:00 p.m. - 3:30 p.m.
SWON Libraries Office
K. Matthew Dames is a Partner at Seso Group, LLC a strategy and advisory firm that organizations create, archive, deliver, share and protect digital information assets.
PLEASE NOTE: THIS PROGRAM IS DELIVERED THROUGH WEB CONFERENCING TO THE SWON LIBRARIES OFFICE.
In a digital environment that produces endless amounts of structured and unstructured content, an organization must develop or refine a process that manages that content, and leverages it to the benefit of the organization's mission. Selecting a content management system (CMS) is an important part of this process, but there is much more that needs to be done beforehand to ensure the implementations is successful. Most importantly, any CMS consideration or implementation must first address the organization's people and processes. This pair of presentations presents a planned approach to deploying a CMS, focusing on the frequently overlooked issues of process and personnel.
Part II of the program builds on Part I, and focuses on implementing a content management system into your organization, including involving key personnel; managing attitudes and expectations; workflow; and technology.
Critical Learning Questions: The pair of presentations will answer, or help participants answer, the following questions:
What is "content" and why does it need to be managed?
How does one define content management (CM)?
What is the CM process?
To what extent does CM integrate with the organization's personnel and organizational processes?
What challenges do I need to address to successfully implement a CM project?
How do I secure contributions and "buy in" to successfully implement a CM project?
These two sessions are beginning to intermediate level sessions, and are geared toward information managers who are planning their first content management system deployment; interviewing prospective vendors to guide a content management deployment; or are becoming involved in an existing content management process for the first time.