Content Maintenance Strategy

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Brief Overview

Content Maintenance is the work needed to ensure all content on the website is relevant, accurate, current, valuable, and up to standard. 

• A Content Maintenance strategy reduces risk of users interacting with either outdated or broken content and optimizes the likelihood that they are having an optimal experience with both the application and WalkMe in-application guidance 
• For your Center of Excellence resourcing strategy, a balance between content creation and maintenance is recommended

3 Reasons For Maintenance

Content breakage is not the only reason a user might have a non-optimal experience. A thorough Content Maintenance strategy ensures you have processes in place to monitor and optimize all three of the following:

1. Content Function: Is the content behaving as-expected? 
2. Content Relevance: Is the business objective this content was originally intended to address, still a priority for the organization? 
3. Content Precision: Is the chosen solution, the most optimized way of addressing the problem? Is it driving the most impact possible? 

Platform Release Cycle Maintenance 

Platform release cycle maintenance is the corrective and adaptive process for QA and content maintenance as the platform updates. This primarily addresses the first reason for maintenance: Content Function. 

Though the publishing of WalkMe content is not required to align with application release cycles, creating a digital adoption content maintenance strategy requires your CoE and/or Project Teams to be aware of the development and release cycles of the underlying application. 

Salesforce, for example, has three seasonal releases per year. Knowing this information is critical for your Program Manager to adjust Project Lead and Builder resource capacity so they are available for maintenance tasks 2-4 weeks prior to the seasonal release. 

Aligning with Your Application Team

1. Program Manager or Project Lead should identify a System Admin, IS, IT, or Product contact (depending on your WalkMe use-case) and address the following: 
   • What does your development and maintenance cycle currently look like on [platform]? 
   • How long does it take? 
   • What teams and roles are involved? 
2. Program Manager or Project Lead should schedule a recurring cadence (e.g. 1x/quarterly) with 1-2 of these contacts depending on the typical development, maintenance and release cycle. A sample agenda for this meeting could be as-follows:

• • System Admin reviews areas in the application with expected changes
  • Digital Adoption Project Lead comes prepared understanding scope of WalkMe in the application and assess level of possible impact
  • Digital Adoption Project Lead scopes maintenance requirement and works with Program Manager to assign Builder resources to the maintenance tasks 

Development and Maintenance Flow

Below is a typical development and maintenance flow.

Once you understand the timeline and scope of changes, deploying them to a test environment where your builders can develop the content will mitigate the amount of QA work that needs to be done. Since it’s important this information is cyclical, notifying your your dev and product teams of the updates you made will mitigate content issues in the future.

Health Scan 

A Health Scan is a point-in-time comprehensive review and assessment of your DAP solutions on a single system. This assessment includes a review and analysis of a few categories, including how impactful your solution currently is. 

The value section of the Health Scan addresses the other two reasons for maintenance: Content Relevance and Content Precision.

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Important Tools & Resources

Reduce the level of effort needed with the following maintenance and optimization tools within the WalkMe Product: