Customer Spotlight

Rebekah Kilzer

Rebekah Kilzer is the Director of Member Education at OCLC. She brought her background as an academic librarian to an organization that strives to support libraries better than anyone in the world.

Rebekah and her team develop and deliver training, documentation, and reference services to libraries worldwide. She’s been leading the effort to completely overhaul the OCLC support site with a renewed customer focus, and to build infrastructure to support future successes, such as KCS implementation.

As part of the teams responsible for an exceptional customer experience, the OCLC support organization is dedicated to maintaining personal customer relationships while offering technological solutions to enable librarians to get their questions answered quickly and correctly.

The efforts of the last year have been to shift the OCLC support site content to answering the librarian’s question—without requiring that they know what type of information they want. By consolidating knowledge from various stores, including customer support, training, documentation, implementation and others, Rebekah’s team has made the experience of getting answers on the website more straightforward and consistent.

The initial documentation migration effort resulted in 65% of content across three separate knowledge stores being reviewed, revised, and updated for libraries without service interruptions.

Fun fact: In addition to working at OCLC, Rebekah also loves music, concerts, reading, being outside, and puns. As a lover of words, she enjoys the art of crafting AOEL (Acronyms Out of Everyday Language).

The Problem OCLC Faced

  • Inconsistent and fragmented content – the help content and documentation was being created and surfaced in two separate systems: Adobe AEM and MadCap Flare
  • Poor information architecture and usability – User navigation through the site has to be a manual process which makes it very difficult to update and maintain
  • Lack of workflow/manual approvals – The authorship/review processes was siloed, resulting in many reviewing processes taking place in email threads and difficult to track
  • No machine learning – Inability to promote self-help by suggesting results, optimizing search results, etc. (this could not be done without manual efforts)

What OCLC Achieved

  • Over 150K pageviews/month for updated support materials within the first year
  • 18% increase of training video usage after integrating content with documentation for ease of use
  • Averaging nearly 10,000 searches each month on the new support site
  • Creation of nearly 200 troubleshooting articles during the first wave of KCS
  • Over 1.6 million words of content, and growing!