Inspired by July’s Chicago Roundtable: Three Revelations

ChicagoI am a terrible traveler.  I get anxious in airports, I have a tendency to pack for the wrong weather and I always always forget my toothbrush.*  At the same time, I love to have opportunities to meet face to face with our policyIQ clients.  In mid-July, I got past my traveling anxiety and headed out to Chicago for a half-day policyIQ Roundtable event with our Chicago-area users.  (I also got to visit with three other clients who weren’t able to make the meeting.)  I’m so glad that I did.

Three Revelations

These events are as much of a learning experience for me as they are intended to be for our policyIQ users, and this was no exception.  I took a million notes, but boiled down the notes into three themes:

 1.) policyIQ can be a lot to take in. Even the most active and innovative policyIQ users can miss out on features that add value or save time.

2.) We’re community people. Our policyIQ users are inclined to form a strong community; when brought together, the collective energy and idea generation is inspiring.

3.) We don’t have a “typical” policyIQ user. You aren’t “typical”. You are all unique – in the jobs that you do, the way that you use policyIQ and the approach that you take. And because of that, there is a lot that we can learn from each other.

Revelation 1: policyIQ can be a lot to take in

policyIQ can be a lot to take in.  We are constantly adding new functionality and updating features to better serve the needs of our users.  If we aren’t adding functionality, we’re redefining new and improved ways of using existing features.  Even those policyIQ “power users” who have utilized the functionality in powerful ways might struggle to “keep up” with all of the new features.

So what can we, as a policyIQ team, do to help you take it all in?

1. Encourage the creation of a policyIQ community to share ideas regularly. More on that later.

2. Launch even more, simpler tools that help you to take advantage of features or implement solutions.

We’ve already started with last month’s Implementing Account Reconciliations checklist. This month we continued that trend with our Tip Sheet: Implementing WhistleBlower for Free in 5 Easy Steps!

3. Keep sharing via our policyIQ blog, so that the information is available to you when you’re ready to use it.

Revelation 2: We’re community people

We are completely sincere when we say that we have the best group of clients any software company could ask for.  Our policyIQ users are intelligent, innovative and looking for ways to connect with each other.  We love that about you – and we want to help!

1. Stay tuned for more Roundtable opportunities in a city near you. We’re not going to be able to come out to every location, but we’ll work with our local Resources Global offices to get in front of more of you in the coming year.

2. Join us in training sessions! We strive to make our training sessions highly interactive, by utilizing the chat feature throughout the live session. If you can join us during a live session, join in on the interactive chat and share your questions and experiences. Our best training sessions are those with a rich conversation between the attendees.

3. Let us know if you’d like to connect. We have reached out to many of you over the years and asked if you would be willing to speak to another one of our clients when they are facing similar challenges. If you want to connect with other policyIQ users, let us know!

4. Tell us where you are. When we have in-person events, we want to be sure that we are inviting all of the local policyIQ users – not just those whose organization is headquartered in that city. If you work in another location, let us know where in the world you are – and we’ll be sure that you are invited appropriately. (We’re working on the best way to reach out to all of our users to gather this information, but feel free to drop us an email if you’d like us to be sure we have your physical location correctly recorded!)

Revelation 3: We don’t have a “typical” policyIQ user

Product development and marketing experts will tell you that you should define your “typical” user.  You should have a profile, traits, characteristics and job responsibilities that define the individual that is your target user.  On the policyIQ team, we’ve always struggled with that advice.  How do we define a typical user when our user community is so diverse?  (I hope you aren’t expecting an answer to that question.  I’ve never come up with one!)

You are Vice Presidents.  You are interns.  You work in finance.  You are manufacturing plant managers.  You are in Cleveland and Singapore.  You use policyIQ a few times a year to update critical policies.  You are logged into policyIQ all day recording audit testing.  You love new technology.  You struggle with change.

It’s challenging to create a product that consistently exceeds the expectations of such a diverse group of users, but we love a challenge.  We think that policyIQ has something great to offer to all of you, and we’ll continue to serve our big, crazy, diverse and wonderful user base.

I came back from Chicago energized and excited to continue building our community, and I’m looking forward to meeting more of you over the coming year.  (And next time I will try to remember to pack my toothbrush!)

* My colleagues were “grossed out” when reading my blog post, so let me clarify. I had to buy a new toothbrush!! I promise I didn’t go three days without brushing my teeth.

This entry was posted in Customer Relations by Chris Burd. Bookmark the permalink.

About Chris Burd

Chris is the Vice President of the policyIQ group at RGP. She gets geeky about compliance and technology, and gets to spend every day working at the crossroads of the two. With policyIQ since 2005, Chris has worked with hundreds of policyIQ clients to implement technology and enhance their internal compliance environment. In past lives, Chris worked as a system implementation consultant, a e-commerce specialist, a customer service call center manager, and - for one short but memorable summer during high school - a machine operator on midnight shift in a plastics factory. In her free time, she spoils her nieces, reads too many books, and spends more time than she should taking photos of her cats. She's on a mission to visit the hometown of every US President - so far managing to get to 14. She would like to be a rock star when she grows up.

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