Make information and knowledge more accessible with a Workplace Bot

Make information and knowledge more accessible with a Workplace Bot

Abbreviations, acronyms, and jargon are widely used in many organisations, where shorter forms of longer definitions are used in communications and work processes. Tan Tock Seng Hospital (TTSH) uses them for both medical and non-medical purposes. The TTSH staff tries to memorise them, and rarely refer to the document that contains the definitions. When they cannot recall, they will ask their colleagues.

TTSH worked with Formative, a Workplace partner, to develop and launch Short Form Bot: a knowledge digital assistant that provides TTSH staff with definitions to abbreviations and jargon via Work Chat, and via Workplace through posts or comments.

The key features of the Short Form Bot include:

  • Search: Search for definitions to acronyms, abbreviations, and jargon by chatting with the bot on Work Chat, or via a post or comment on Workplace
  • Add to knowledge base using documents: Feed the bot with documents containing the abbreviations and their accompanying definitions e.g. spreadsheets, and the bot automatically makes the content searchable on the bot via Work Chat and Workplace.
  • User-submissions: Where knowledge sharing is encouraged, users can submit new information through the bot via Work Chat
  • Admin control and Analytics: Gain insights with bot analytics e.g. what users are searching for, most commonly searched acronyms, and also what users are adding to the bot’s knowledge base, etc. Admins can also add, modify, and approve user-submissions

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Benefits

While working with Formative on Short Form Bot, TTSH uncovered other ways to use this knowledge base bot for easy information retrieval within their organisation. The benefits of this user-friendly bot includes:

  • A central, and easily maintainable knowledge base that grows over time
  • Better user experience for employees 
  • Less time spent asking fellow colleagues for answers

How to do it in your organisation in three simple steps:

  • Determine if the use of Workplace bots as a knowledge base tool will work for for your organisation by identifying different workflow(s) of information retrieval and crowd sourcing using Workplace bots.
  • Align technical resources (who have experience in working with APIs) either in-house or from a third party like formativeai.com, create a time bound launch plan, and program manage it to launch [Technical documentation on bots here
  • Create an exciting communication plan to announce the launch of bots and share bot user guides on how to interact with them.

About Tan Tock Seng Hospital (TTSH):

TTSH is one of Singapore’s largest multi-disciplinary hospitals with 45 clinical and allied health departments, 16 specialist centres. It has over 8,000 healthcare staff and has three institutes that are spearheading care, research and innovations in geriatric medicine, infectious diseases and ophthalmology.

For Tan Tock Seng Hospital in Singapore, internal communications becomes more complex when taking into account that 10% of the workforce is based outside of the hospital, in patients’ homes or elsewhere. It may take multiple roll calls to get a single message out to all 3,600 nurses, inside and outside of the hospital and on different shifts.

Key Metrics 

It is the first hospital in the world to use Workplace and now has over 75% of its workforce on the platform, with over 100 active groups and 300 posts in a week (as of Dec 2017).

 

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