User notes log / communication log
Something I think might be helpful is a notes section for users. It would be cool if we could see any emails that go out to a specific user from Web Manuals and add in our own notes as well. This would be useful for us for a few reasons:
1. We track the compliance of users reviewing their documents. There are different time frames for certain users and any users who are off duty until a particular date are exempt until they return to duty. Additionally, new hires have 90 days or until their training is complete to review their documents, while existing employees have 14 days to review newly published documents. It would be useful to have a notes log as a way to see who is frequently having issues with checking out documents and why they are having that issue.
2. We often take help requests from users who are experiencing an issue with their EFB. It would be helpful to see which types users are having the most issues and in which areas. This is likely something that could be corrected through training, so that would be valuable data.
3. There are multiple people within our organization who need to contact users in regard to Web Manuals specifically. It would be useful to have a way to pull up what the last person documented for the user to see communication regarding unread documents, assistance with the app, etc.
Currently, we have work arounds for these documents. They are not perfect however and require significantly more investigative work. I feel a section to take notes on interactions with users would greatly help us in this case.
Comments
If I understood correctly, this would allow creating a support layer within the organisation. Sounds very interesting, and could potentially help offload WM's support team a bit.
Bruno Quadros Rodrigues Yes, that would definitely be part of it. Typically, the support we offer is not the kind of thing we would reach out to the support team for. We tend to deal with issues like logging in, making changes to account settings/roles, compliance issues, etc. We do use the email archive to see the automated messages that have gone out, but it would be nice to have our own log connected to the accounts. I think it could be pretty simple and added to the users menu as a new section. If we could have a drop down selection when we take notes to categorize them, that would be even better.
Understand. We also provide much internal support and troubleshooting for which we wouldn't contact WM. I'm therefore voting for your idea 😉.
Hello Alexus Shutters,
We do see the point and understand how it can be useful.
We want to build a way to have user notes on the document as well. We think it's a great feature that will improve collaboration. It will not be implemented right now but it is the direction we want to take in the future!
Regarding support layers, we will not add any extra layers as it is outside of the product scope.
Thank you both!
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