Kathy Mcshea Erville Email & Phone Number

Washington, Dc, Us

Washington D.C. Metro Area

I lead a contract team responsible for content operations for the CFPB call center knowledgebase; I oversee a tightly managed inventory of over 1000 English articles in the KB, many with Spanish versions; We leverage customer feedback, optimize search, and apply modern best practice benchmarking to make these articles more user-friendly We are passionate about making articles in our knowledgebase easy to find, understand and use; To do this work we convert technical documentation into… Show more I lead a contract team responsible for content operations for the CFPB call center knowledgebase; I oversee a tightly managed inventory of over 1000 English articles in the KB, many with Spanish versions; We leverage customer feedback, optimize search, and apply modern best practice benchmarking to make these articles more user-friendly We are passionate about making articles in our knowledgebase easy to find, understand and use; To do this work we convert technical documentation into plain language and apply UX formatting to enhance readability; By working to routinely retire redundant, old, and trivial articles, we reduced the KB volume by 58 percent since 2016. These strategies make search and appearance less cluttered, so it is easier to find what you needACCOMPLISHMENTS: The transformation of product and service design content tells our story of converting a once PDF-heavy inventory into valid HTML. In 2016 we started with 207 PDF job aids (1500 pages in Word), and retired 83 to achieve a 40 percent reduction in volume. We then created tough new standards to limit PDFs and converted 124 PDF articles into HTML format. In the end, only 13 articles still qualify for publishing as a PDF file.I built a content operations infrastructure from scratch for intake, triage, workflow, and quality control; I mapped content to SMEs and recruiting them into a new role - content steward - to assure content accuracy; I also started a chartered community of interest as a forum for improving engagement and decision-making among key stakeholders I developed regular key performance indicator reports for management to measure knowledgebase adoption, capacity management, and SEO for top task trends; The capacity management reports have been instrumental in helping us realize the benefits of agile content management to forecast our throughput and gain the necessary resources to limit our backlog Show less

Washington D.C. Metro Area

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Washington D.C. Metro Area

• Established DHS’s first formal Web governance system to establish a vision and lead a strategic communications program by building strong relationships with internal partners • Developed and executed the agency’s first public website content strategy, executing the content migration for a new design and information architecture for [DHS.gov] on a new platform with a new search engine • Led the adoption of web customer service standards and metrics, including usability scorecard and… Show more • Established DHS’s first formal Web governance system to establish a vision and lead a strategic communications program by building strong relationships with internal partners • Developed and executed the agency’s first public website content strategy, executing the content migration for a new design and information architecture for [DHS.gov] on a new platform with a new search engine • Led the adoption of web customer service standards and metrics, including usability scorecard and enterprise use of Google Analytics • Planned and executed a re-organization of staff roles and responsibilities for the Web Communications division to save the agency 1.5M in contract support fees; Responsible for all aspects of hiring, performance plans and HR liaison duties • Organized and led cross-agency stakeholder team of 39 web council members and 26 executive steering committee members; Supervised a direct staff of four, supplemented by up to three rotational details and two interns, to execute daily program activities • Transformed web publishing from centralized to decentralized across the agency with redesign of DHS.gov, and reduced the number of dot gov and dot com websites with web consolidation effort • Led launch of a multi-agency website [RestoretheGulf.gov] to communicate activities related to the BP Deepwater Horizon recovery; the first in the federal space to enable multi-agency publishing• Built the social networking capabilities, policies, procedures and audience/followings of DHS social media accounts, facilitated adoption of social media and trained relevant workforce• Represented the program and agency with outside organizations including the Federal Web Manager Council, where I was elected by my peers as the co-chair Show less

Washington D.C. Metro Area

:. Created DOE’s first generation energy.gov homepage to showcase agency web-resources in coordination with the Chief Information Officer and a cross-cutting team of web publishers; results include a new governance system to promote better access to government information, and strategies to upgrade the agency’s capacity to emulate best practices on the web, being more open, efficient and responsive :. Directed the completion of a first-of-its kind management review of the… Show more :. Created DOE’s first generation energy.gov homepage to showcase agency web-resources in coordination with the Chief Information Officer and a cross-cutting team of web publishers; results include a new governance system to promote better access to government information, and strategies to upgrade the agency’s capacity to emulate best practices on the web, being more open, efficient and responsive :. Directed the completion of a first-of-its kind management review of the effectiveness of agency clearinghouse and hotline operations, crafting a coherent long-term Department strategy to provide total solutions to customers and providing short-term relief with a gateway “One-stop Shop” telephone system using 1-800-DIAL-DOE Show less

Washington D.C. Metro Area

:. Spokesperson/federal agenda; developed, coordinated and communicated positioning and message for the nation's leading consumer organization, including new media and Web site content; trained federal advocates to speak to the media about their issues:. Strategic planning; formulated, organized and managed effective media campaigns to advance CU public policy views, including media training of advocates

Washington D.C. Metro Area

:. Led proactive development of communication strategies with 60-person personal office and Democratic side of Senate Armed Services Committee- Trained regional representatives in Media advance and outreach techniques.- Wrote press releases and op/eds.- Produced and marketed 50+ VNRs, multiple PSAs, pilot cable show.- Represented Senator in speeches and remarks to outside groups:. Launched Web site, weekly "Radio Tour", and news service reaching over 160 stations in 11… Show more :. Led proactive development of communication strategies with 60-person personal office and Democratic side of Senate Armed Services Committee- Trained regional representatives in Media advance and outreach techniques.- Wrote press releases and op/eds.- Produced and marketed 50+ VNRs, multiple PSAs, pilot cable show.- Represented Senator in speeches and remarks to outside groups:. Launched Web site, weekly "Radio Tour", and news service reaching over 160 stations in 11 media markets statewide. Show less