On Wednesday, I saw a presentation by Rosie Hatton, the Strategy Delivery Lead for Parliament’s Digital Service (PDS), at the House of Parliament. Her presentation was called “Why Parliament’s Digital Strategy is like a Cottage Pie”. “Through its 2016-2021 digital strategy, Parliament is changing how it works to improve how it engages with citizens. Our goal… Read more »
From the Cherryleaf podcast: The UK Parliament is one of the oldest organisations in the world. So how do you deliver a strategy to a body that has over 700 years of content? Cherryleaf’s Ellis Pratt interviewed Rosie Hatton, Strategy Digital Lead at the Parliamentary Digital Service, to find out. Topics covered: What is Parliament? 1’56”… Read more »
It seems likely Artificial Intelligence (AI) and chatbots will play a key role in helping users, in the future. Amazon, Facebook, Google, IBM and Microsoft, as well as smaller technology companies, are all developing platforms for simulating an intelligent conversation with human users. This raises a question: Will chatbots mean we’ll write a how-to task in… Read more »
Bri Hillmer has written two articles on Just-In-Time documentation (https://www.knowledgeowl.com/home/just-in-time-documentation-a-practical-guide and https://www.knowledgeowl.com/home/just-in-time-documentation). This is an alternative to what she called Just-In-Case documentation. The idea is you write topics that answer real world queries users ask the Support team. This rather than writing a comprehensive user guide, just in case someone wants to know about topic… Read more »
We’ve just uploaded a free video guide on Getting Customers to Answer Their Own Support Questions. The guide is free. You just need to register and log into our elearning platform. See: Getting Customers to Answer Their Own Support Questions.