A tiny, unknown team at ADP had a mission: help our clients get better, faster, more consistent answers to their questions. To achieve this goal, they had to face a stifling backlog of content requests, severe resource limitations, and a change-resistant environment. So how did we improve our ability to deliver answers and improve our customer service? Come hear how we reimagined traditional content development processes and tried a new approach with online communities to meet our audience’s needs.
Wednesday, April 3
12:00 – 1:00 pm CST
STC Chapter Members – FREE
STC Members – $5.00
Non-Members – $10.00
About the Speaker: Laura Lerner
Laura Lerner has been a knowledge management practitioner for over 15 years. During her career, she has delivered enterprise knowledge, content, and collaboration solutions for organizations of all shapes and sizes in the US and abroad and is currently leading the global knowledge management program for the Amazon Web Services public sector sales team. Previously, as Vice President, Knowledge Management at ADP, Laura led the development, execution, and evolution of a global, award-winning knowledge and collaboration program. She’s also an adjunct professor of knowledge management for University of Maryland University College. Laura earned her MS in Information and Knowledge Management from Columbia University.