If you’re working at a city agency—or any other department that interacts with the public— you’ve probably come to realize that many of your constituents contact you throughout the week to ask the same question about a specific service or offering you provide. In many instances, your community may be calling or emailing you because the information they need to answer their questions isn’t available online, or can’t be found very easily.
When it comes to Customer Service Management, one of Cask’s guiding principles is maximizing your agency’s ability to offer self-service support as a primary method of interaction with your community. It’s not that calls and emails aren’t welcome—because they most certainly should be—but posting relevant, timely and accurate information provides another effective, and most welcome method for your constituency to consume information. You’re providing an easy way for them to answer many of their own questions.
One of the key struggles that many organizations face is the ability to create, post, manage and ultimately retire the information you share with your audience—whether this pertain to internal departments, or with the general public. The Knowledge Management process is there to make sure that the articles you post online are impactful in a positive way. We want them to become a trusted source of information that people will return to over and over again. When Cask works with our clients, we strive to build a solid level of governance around the knowledge management process to help ensure your long term success.