"Words have power."

Audience: Prospective students within the Minnesota State system 

Software: Oracle Service Cloud CX

Reflection: I incorporated decision points in an outreach campaign, so recipients would get customized content (via email) based on their information request.  This Process map was created with the intention to provide simple, actionable content with links back to the Minnesota State website. a more complete document containing the text for each letter was also created, focusing on consistency in tone, structure, as well as links to dynamic content webserved. The most important piece of this proposal was the enhanced request form which would drive more focused, customized mailings. Securing the understanding and approval of stakeholders was the goal of the proposal.

Audience: Student Services and Marketing staff throughout the Minnesota State system

Software: Powerpoint, Snagit, Adobe Acrobat Pro, Oracle Service Cloud CX

Reflection: This powerpoint presentation was designed to introduce the concept of a "Customer relationship management" CRM Software to staff and open the training session with real-world examples. The challenge was to introduce users incrementally and give them "hope" of what they could do locally with investment of time with out-of-the-box functionality.

Using familiar tools such as powerpoint, I could easily add notes and animation to the presentation and adapt for new audiences. I was also able to share print-outs with those in attendance in order to take notes.

Audience: Generated for a public agency for general use as a volunteer project 

Software: Adobe Illustrator

Reflection: I used Adobe Illustrator for the first time, but after using several other tools in the Adobe Creative Cloud suite, it came together easily. The document was for a graduate course with online resources. If this project were completed "for real", there would be additional collaboration and feedback requested in meetings with county staff.

• Audience: Students, Veterans, and Workers

Collaborators: Minnesota State system, Veterans & Minnesota Department of Veterans Affairs, 

Software: Word/Office365, Snagit, Oracle Service Cloud CX

Reflection: Knowledge articles require frequent content reviews, as well as attention to links, accessibility, & formatting.  

• The document below shows my research & internal dialog with administrators.
• I am promoting the use of out-of-the-box CRM functionality - which allow "hot topics" to change based on user demand, versus hard-coding specific FAQs to have static display static. 
• I am an advocate for dynamic, user-driven content. 
• Internal documentation is always professional and presents "best practice" to an audience that is not as familiar with the product.