Label Usage for Products and Services
OfflineHi everyone!
Looking for feedback and any experience on label usage as a product and service identification tool. We are a credit union with over 100 identifiable products and services, where content related to each product and service can be provided by a variety of departments. For example, we might have communication from our marketing team, a procedure provided by operations, and supplemental training material provided by our training team, all for the same product. After reviewing the label strategy information, pursing labels makes sense since it spans group boundaries, would be specific (no room for interpretation), and would provide the end user with any and all associated content to that product or service.
The potential downside is the number of labels that would be available. Though our content creators can search within labels for the specific label (again, no room for interpretation because it is titled to the specific product or service), it would mean over 100 labels are still in view. Has anyone taken this approach or have an experience of introducing 100+ labels?
PS: I am also considering the Search by Label Enhancement for additional end user ease.
Thanks for any feedback!
6 Replies
Hi Sara Ellington. I manage the intranet for a credit union as well and we use labels for our product and services. We found it works really well. We're currently using the old enhancement, but I'm looking into switching to the new enhancement.
I'm curious though as you mentioned you'd need 100+ labels for that many products and services. Are you able to categorize your products and services into groups to cut down on the number of labels needed? Or do they really need to be specific to cut down on confusion for other departments? What channel are you putting the content in?
We have over 100 wiki articles for our products and services and use 18 labels to put them in groups. We also have products that cross different categories so many wiki articles have multiple labels.
Hi John Vasquez. Thanks for reviewing and responding! Happy to hear you are already using this concept and it is working for your users. I considered grouping labels where possible, but realistically it would only reduce the number of labels by 15-20 options. I believe the benefit to our users accessing specific labels outweigh the adjustment of more labels for our content contributors to review.
Ideally these labels will be used for all published content (wikis for policy, procedures, ongoing marketing campaigns, blogs for announcements, etc.) referencing any product or service. As a side note, all CU employees are required to attend our Products and Services training which provides the basics of all our offerings. This will remove the guesswork of knowing which label to assign since we are all familiar with each product and service.
After hearing experiences from Igloo communities, I also plan to take this idea to an internal focus group for feedback before implementing.
Briana Perez , Annie Rucker , Cristina Herrera - any thoughts here?
Sara Ellington We do not have our products & services within our digital workplace, so we have not had this need for our labels. We do have close to 100 labels that we use that we have sectioned such as - Branches, Departments, Committees, Alerts, Communication, and our Core Competencies. We do have content creators that create communications for us, but they have not used labels and instead our Internal Communications team will add them when scheduling a post. Currently, only our contact center that utilizes their own set of labels. If you are able to section them like John mentioned, then maybe a resource article could be a tool to list all of the labels available so that it can referenced by content creators.
Thanks, Briana Perez for sharing you are working with close to 100 labels too! Curious if you have label usage required for the contact center since they have their own set of labels, and if there were any hurdles with enabling that feature.
Sara Ellington We do not have it required currently. They have 14 labels specific to their team, but they have not been using them in their internal team page.