Background
Considerations
Communication Mode Decision Matrix
Modify/Create User Helpfiles (Zendesk)
Update Foundations Training & Other Existing LearningHub Modules
Background
This article provides information on:
- Decision matrix on mode of communication
- The workflow for analysts and CISs when user readiness and communications should be considered.
Communication types available:
- Headline
- Bulletin
- Email to users, typically to POS site leads and managers
- Zendesk - internal
- User Helpfiles (external Zendesk)
- Foundations training
- LearningHub modules
- Onboarding processes (if it affects user access like roles, grants, etc.)
Reminder: if communication/user readiness is required, create a subtask for this. See Profile EMR Workflow Guide > Analysis & Design Phase section for more information.
Considerations
- Which CIS should be involved in this conversation?
- See Clinical Information Specialist (CIS) - Matrix for more details.
- Does it impact any workflows?
- Does this address common issue(s) or repeated requests?
- Who is the target audience?
Communication Mode Decision Matrix
| Headline | Bulletin | ||
| Distribution | By role | Site leads and super users | Focused/targeted |
| Content | Short in length but can be variable | Short in length, images speak 1,000 words, idea is to connect users to our Zendesk articles | Concise, try to keep short but provide all information that is needed while linking to existing Helpfiles |
| Complexity | Keep it simple, low complexity as users are glancing at content while doing their work | Can be more complex | |
| Visual Tools | Less options - text and can link to Zendesk | More options - can include images and link to Zendesk | More options - can include images and link to Zendesk |
| Urgency | Higher urgency or time-sensitive communication | Generally cannot include time-sensitive communication as issues only go out when there is enough bulletin content | Time-sensitive communication |
| Benefits/Additional Features | Users have option of indicating if they wish to receive the notification again in the future or not | Ability to read previous issues on our Zendesk | Can provide multiple links within the same email |
| Challenges | Pop-up/notification fatigue - user may click what they need to, to have the message disappear without reading it | We don't know: how many people read the bulletin; how site leads distribute the bulletin to their team members; how many people read their emails | We don't know how may people read their emails |
| Processing |
CC done by analyst, edited by CIS, distributed by analyst. Determine:
|
Content is by SME, edited by CIS, distributed by CIS (distribution list is extracted by CIS from Prod) | Content is by SME, edited by CIS as needed, distributed by PDHIS or CIS (Distribution list is extracted from Profile EMR POS Contact List but may need to be extracted from Prod if the list is longer) |
Modify/Create User Helpfiles (Zendesk)
- Lead analyst creates a draft of the change in Word document, an email, or directly into the article in draft mode (adding their initials to the title). How the draft is created is dependent on the nature of the request (e.g., a completely new article could be proposed through a Word document or an article draft, whereas a small change to an existing one would be best via email to CIS or directly into the article).
- Lead analyst ask CIS to review.
- Please refer to the Clinical Informatics Specialist (CIS) – Matrix on who to contact.
- Add the link/file to the User Readiness subtask.
- Let them know if there is a deadline required for publication.
- CIS to review the content. There may be revisions or clarification required.
- CIS to publish the article. This could be immediate or scheduled.
Update Foundations Training & Other Existing LearningHub Modules
TBD