Kick me

While I was in Texas I stopped to visit the folks who staff our North America service center. They seemed pleasantly surprised to have me visit, and they were more than open to sharing some of their experiences related to employee self-service. All the while, I’m wondering, why on earth we haven’t managed to connect before now? We’ve agreed to have a monthly review of user issues, some of which we probably wont be able to manage away but with others we can surely improve the experience so these folks don’t have to call in their problems.

Another discusstion we had was about the segregation of the knowledge tools they use from the learning materials provided by the application teams and the content that goes on-screen at the interface level. These are three distinct stovepipes and I need to make them come together. Authoria has been orbiting around us on this subject for some time, but I need more languages than they provide and I’m not convinced that there’s a next choice.

Anyway, I have to rank the service center teams with the same status I assigned to the data warehouse folks in my rant below – we’d be dead without them, and they don’t get the respect they deserve.