Implementing a CCMS with a small information design team

California Casualty decided to move from a document management application, TheBrain, to a reusable content DITA based application, SDL. The reason for the move was to help the 3-person team with maintenance. With TheBrain, when content changed, the team would spend considerable time searching for all the documents that were affected by the change.

To help with the Change Management for both the Knowledge Management (KM) team and CalCas employees, I used William Bridges, Managing Transitions, Making the Most of Change resources. The KM team attended the Managing Transitions (manager version) training. This gave us a common language to use when discussing transition. It also helped them understand that not everyone moves through a transition at the same pace. We often discussed the Three Phase model of transition. We also used the 4 P’s tool to help us focus on the:

• Purpose:

Why are we doing this?

Why did we have to leave old ways behind?

What is the problem?

What are we trying to accomplish with all this?

Key Business Drivers – ROI

• Picture/Vision:

What is the outcome going to be like?

How is it going to work and what is it going to feel like?

What is the vision, short term and long term?

What will it look like?

What people first encounter with the new way of doing thinking, what impression will it make on them?

• Plan/Implementation:

What is the cost is we don’t change?

Describe the path and steps that lead there, to build confidence.

What can the audience expect to learn?

According to Knoco survey (2015), the average size Knowledge Management team is between 4 and 10 members. For an organization the size of CalCas (700 employees) the suggested Knowledge Management team size should be 6 or 7. With a team of 3, CalCas successfully implemented a CCMS that has shown to reduce the time employees search for information by more than half.

Meet the presenters

Karen Geldhof is the Learning Technologies Manager at California Casualty. Karen has managed the Knowledge Management team for the past 12 years. She has a B.A. Human Resources and a M.S. Instructional Design. As part of her career, her team earned First Runner up for the CUBIC Award in 2010.


Tracy Taylor
is a Senior Information Designer for California Casualty where her knowledge of the processes and procedures is a great asset.

She began her career in Customer Service and moved to Information Designer in 2009. Overall, she has over 25 years in customer service experience. Tracy has a BS degree in Human Resource Management from Northern Arizona University.

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