The education group at PointClickCare implemented a new content management system (CCMS) called Paligo to improve their content creation and publishing processes. Over the course of 9 months, they identified issues with their previous wiki-based system, got management approval to evaluate new solutions, selected and imported over 6,000 documents into Paligo, created new workflows and trained staff, and launched the new help system. Key challenges included completing a full content inventory, retagging documents, validating the organization structure, and providing ongoing training support to transition staff to the new system.

1. PointClickCare.com
From Broken to
Bold
Using a CCMS to drive results

2. In 9 months, we identified how we were broken, got management buy-in,
evaluated and selected a CCMS, imported over 6,000 legacy topics, created
all new processes, trained 15+ staff, and released the new help system and
other documents.
And (almost) no one cried.

3. PointClickCare
• Electronic Health Records space
o Senior care
o Skilled Nursing
• I’m in the Education group
o We create all customer-facing post-sales content
o Including online help, quick starts, and all on-line
learning content

4. Education Group
• 15 financial and clinical experts
o Accountants, medical billers, nurses, and so on
• Not content development experts
o Highly skilled specialized domain experts
o Valuable and important knowledge
• Required expertise in this space
• Most of the Education team works remotely

5. And we continue to grow
• Help has over 3 million+ page views a year
o Google Analytics
• Looking at non-English speaking markets in the near
future

6. Step 1: Identify the problem

7. It’s a process
• 15 educators wrote in a wiki system
• Created a Netsuite case
o Or tagged the intern in the wiki
o Or sent an email
o Or a skype text
• 1 intern copied and pasted the Wiki content into a
Robohelp 9 file
o Reformatted the content

8. It’s a process
• Intern sent the new/changed topics to the Technical
Writer
• Technical writer integrated the topic(s) into the main RH
project
• Published the help 3 to 5 times a week
o Educators QA-ed live content
• Rinse, repeat for changes/updates/corrections

9. Problems with the process
• Multiple roles in our products
• 4,000+ topics
o In RH and in Wiki
• Manually copying content
o RH 9 didn’t like the Wiki content
o Copy to Notepad then to RH
• No review process until live content
• Constant help updates in production

10. Customer experience
• Help navigation didn’t exist
o No TOC
o No index
o No hyperlinks
• Search found everything, regardless of the role
o Nurses don’t care about invoicing
• Our content was constantly changing
• We were not the one source of truth

11. The process didn’t scale
• OK when there were 5 educators
o Errors in the content
o Incomplete content
o Missed content
• Rumors of localization

12. Step 2: Quantify the problem

13. Money, it’s always the money
• Over 50 ways to say “Click OK.”
• Quantified time and effort
• Upper Management stakeholders
o We showed the wasted time/money
o And suggested investigating solutions

14. Our problems
• Improve our content creation processes
• Improve the workflow
• Reduce wasted time
• Increase our possibilities in the future
o Localization
• Improve the customer experience
• Do more with the same or similar head count
• Reduce customers abandoning the help

15. Step 3: Identify the solution
Flickr: miranda

16. Our problems
• We didn’t worry about tools
• Worried about what we needed to fix
• Prioritized the issues
o 1 – urgent
o 5 – be good to fix
• Identified 5 vendors
o Got custom demos

17. We made a decision
• Paligo
o Cloud-based CCMS
o Responsive to our questions and concerns during the
investigation
o Workflow and content reuse
• Nothing solved all our problems

18. And then we tripped over stuff
• Security is a huge concern
• Internal Security people
o Paligo is a cloud-based product
o Extra security layers
• Took almost 2 months
o A lot of meetings

19. We needed a project manager
• PointClickCare has internal PMs for internal projects
o He didn’t know about content
o He knew code development
• We had to educate him
o What our problems were
o Why these were problems
o Why Paligo
o The unique differences between code and content

20. Release team flipped out
• New system = new validation
• Dark process
• Delayed the release
• Much confusion on all sides

21. Step 4: Implement
Flickr: Jerry Gammon

22. Pay the vendor
• We paid Paligo to import our legacy content
• Far cheaper than doing it ourselves
• But that created some issues…

23. Content inventory
• We knew about the Robohelp content
o We knew there was more
o But we didn’t know where
o Or what the latest versions were
• All had to be identified and relocated to a common
location
• It all had to be imported into Paligo

24. Word content
• Over 450 word documents
• Inconsistently tagged in Word
• Manually retagged every single document
• Interns helped a lot

25. Validating the organization
• All publications (TOCs) manually validated in Paligo
o A lot of content was not organized correctly in
RoboHelp
o A lot of duplicate content
• Decisions about cleaning this up

26. Step 5: Set up for Success
Flickr: Rachael Hope

27. Coaching and then more coaching
• Almost 40 job aids
• Many decisions for how we do things
o Easy-ish
• 2 days of training
o Sandbox area in Paligo
• 2 months of drop-in informal training/support 3 times a
week

28. New staff
• Read the Job Aids
• Attend Lunch and Learns
o Review the previous recordings
• Sandbox area in Paligo where they can’t hurt anything
• One on one coaching
o Swim buddies

29. Ongoing support
• Our job for 9 months
o Several educators had reduced tasks in other areas
o Mostly my full time job
• We still do Lunch and Learn 2x a month
• Create and update the process docs as needed
o Does this process scale?
• Living project

30. Your take-aways
Flickr: Nikon-King

31. Things that saved us
• In general, our culture is very open to improvement
• Everyone hated the old process
• Upper management (to the VP level) fully supported us
• One of the strike force members loves schedules
• One of the members has done this before
o Identified expert to help all educators
• We trusted each other as a team

32. Things we would have done differently
• Better communication with our project manager
• Security involved earlier
• Release team earlier
• Content inventory earlier
• More time to verify content as present and correctly in
place
• Created more experts in Paligo sooner
o Several naturally rose to the top

33. Questions? Thoughts?
Comments?
Sharon.burton@pointclickcare.com