Business process obstacles to get content posted breakout session

Notes from the business process obstacles breakout session.

Questions and answers

What is the best way to clear the cache?

Our recommendation is the question mark trick: placing a question mark, "?", at the end of the URL. This allows you to view the changes and clear the cache. Additionally, there is an article on the KB that contains instructions on how clear your browser cache.

How do you make your content broad enough for constituents? How do you get subject matter experts to make the content more accessible?

A good place to start is considering these questions: What do your constituents really need to know? What do you legally have to post? How are your constituents accessing your content?

Is there any talk of doing away with Service Detail pages?

It's been kicked around. The Information Details page gives you everything plus more. Everything would be migrated over from the Service Detail page to the Info Detail so if you are worried about losing things, there's no stress there.

Is there a way to filter out low-effort feedback that impacts the score of a page?

We are currently looking at different ways to set a threshold for feedback in the Analytics Dashboards (Beta).

Is there a way to filter feedback from a user that didn't read the page fully, and because of that couldn't find the information they were looking for?

We are currently looking for ways to filter inaccurate feedback.

How do you recommend organizing and presenting lots of documents, such as reports and recommendations? For example, how do you present a Service Detail page for every year going back multiple years?

We recommend Curated Lists and Binders, depending on the content. You may also attend office hours, which can be done by phone, Webex, or in person.

What are some tips for improving the writing score?

Some content, like laws and regulations, can't be lowered. For other types of content, we recommend shorter sentences and simpler words. Using bullet points is also a good idea. The Hemingway application is a good resource to check the grade level of the writing.

I am running into issues when trying to size images correctly in a mosaic. How should we address this?

Featured Item Mosaics are tricky on Organization pages. If none of the photos are usable, you may consider submitting a ServiceNow request to us for Shutterstock images, and we can get the pictures for you.

Is it possible to make the feedback response not be able to submit unless you specify what you were looking for? A "no" for feedback is not very useful.

We have thought about ways to get more actionable feedback. The fear is that we may get less overall feedback because we're asking more. We could do some research into the rate of feedback where the responses are either "no" with a comment versus "no" without a comment.

For Mac users with VPN is there a process for Junos Pulse to be updated with new Mac OS X operating system?

The current solution is not updating to the new operating system and continuing to use the older version.

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