Overcoming the Challenges of Navigating Content

by Simon Wieczner

Many enterprise employees have the responsibility of handling documents, images, data and social media content as a part of their job. This is particularly true for employees working in industries such as finance, healthcare and insurance, who handle a variety of document types on a daily basis. Because these employees are responsible for a sea of information, everything from customer record management to creating policies, it is fair to call them ‘content navigators.’

These employees are evaluated on metrics such as customer satisfaction, efficiency in opening and closing projects over a period of time, and the time it takes to complete a project. With this in mind, enterprise employees must be as efficient as possible when navigating the vast amounts of content they encounter daily. Regardless of industry or job responsibilities, these workers must maximize efficiency when creating and handling content to achieve high marks on success metrics and desired productivity within an organization.

To illustrate, let’s look at an example of a case manager at a healthcare organization. A major job responsibility for this individual would include handling patient records, profile information, medical records, x-rays, and prescription history, among other things. In short, the case manager receives a constant flow of content on his or her plate, which then must be reviewed and quickly updated to ensure maximum efficiency. With the high volume of daily patient activity and an ever growing amount of content, the case manager must be equipped with the right tools to handle the work load.

Roadblocks in content navigation
According to an AIIM Survey on Leading Adoption Trends in Case Management, the biggest drivers for improving case management capabilities were improved process productivity, more effective internal collaboration and faster case resolution. However, handling massive amounts of content is not the only challenge that case managers must navigate in order to maximize productivity.

One challenge is using a variety of applications to open and handle many different types of documents. When managing a variety of document types, use of multiple applications at the same time can become frustrating and slow productivity. This is true for both the case managers themselves and the organization’s IT staff. For the latter, additional applications require installations and continual updates. For the case manager, having to toggle back and forth between multiple applications (Microsoft Word, PowerPoint, Adobe Acrobat Reader, etc.) is a drain on efficiency.

As these content navigators are trying to access and manage information that is being housed in multiple back-end applications, complications can arise with multiple users updating and saving different versions of the same document. In the example of a healthcare case manager, having the correct version of a patient record and the most up-to-date data is imperative for doing his or her job successfully. Working with outdated or incorrect information for patient records can result in serious malpractice violations and even put patient lives at risk.

Conquering the content mountain
Each day content navigators struggle to find a way to overcome the above challenges associated with handling content. As content management is all about being prepared for the ad-hoc and unpredictable activities that are bound to arise each day, leveraging a powerful document viewer is one such way these challenges can be overcome.

A powerful, HTML5 document viewer equips case managers with a solution to view any document type from any device with a web browser, meaning the information can be viewed on-the-go in a doctor’s office from a tablet, or on an administrator’s desktop. This is critical in the example of the case manager, as x-rays, medical charts and other electronic health records are often stored as different file types. It is also critical when overcoming challenges such as version control (different types of documents can be viewed and edited in real time). User activity can also be tracked, creating a definitive record of the lifecycle of each document. Thus, if the case manager needs to know when a patient record was last updated and who updated it, he or she will have a timeline of that activity.

As today’s content navigators are no longer glued to their desks, being able to access and view documents anywhere from a single window is pivotal to maintaining a high level of efficiency. And specifically for the healthcare case manager, an HTML5 viewer provides 24/7 access to electronic health records, which continue to become more and more prevalent with Meaningful Use regulations.

A small piece of the puzzle
At the end of the day, when content navigators have the right tools to succeed, they make better decisions and can achieve desired productivity levels. Although just one piece of the puzzle, a powerful document viewer can maximize efficiency for content navigators who wish to achieve high marks on success metrics within an organization.

Simon Wieczner is the president and CEO of Snowbound Software.


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