Audit and edit IRIS Q&As

bethpottsVADEPO commented 4 years ago

Product Outline

Learning Center

High Level User Story/ies

As a Veteran I want to find answers to my questions so I don't have to call or email VA or go to a regional office in person for help.
As a contact center author, I want to ensure that the still valid customer facing IRIS FAQs can still be accessed by customers after IRIS is retired.

What is the business goal?

To help Veterans find answers to their questions without calling, emailing, visiting in person.

Resources

Main IRIS page, for context: https://iris.custhelp.va.gov/

Q&As for this project: https://iris.custhelp.va.gov/app/answers/list/session/L3RpbWUvMTU5MjUwMzQyMi9nZW4vMTU5MjUwMzQyMi9zaWQvZlVHOXBodlBUcVBva2dZU1NPcE9zSGV0VTRjTGJfUDdpeE9fbzQlN0UwRkVxXzhoUF8zdVQ3aUx1dU15TFkxTlVjQUhtREd5OHhUdkJ5Ql9uNzllZ05wZ1ZJNHRJanUySkNqcEJsOHgwYnIxZGRQX2RuZmwlN0VpbF9FQSUyMSUyMQ%3D%3D

Call center source articles: https://github.com/department-of-veterans-affairs/va.gov-team/tree/master/products/content/tier-2-content-IA-and-design/learning-center-mvp/call-center-source-articles

Learning Center templates, including single Q&A and multiple Q&As: https://app.mural.co/t/departmentofveteransaffairs9999/m/departmentofveteransaffairs9999/1588167553516/2773c854e8ff3a725a5e3ee03272b78e8519f78b

Subtickets to create:

Audit and categorize IRIS Q&As: Are there dups? Establish initial categorization: VA account and profile, benefits (and the subcategories within benefits), general, other categories that become obvious as a need. What problems need to be solved that we don't know about yet?
Edit and fact check IRIS Q&As for sense, plain language, grammar, style, and accuracy. For that last item: are phone numbers and links accurate? Do we link to a legacy page and can now change that to link to a modern page?
Migrate content to LC templates
Copyedit/content QA after content is in drupal

bethpottsVADEPO commented 4 years ago

@lwalsh617 @RLHecht I want to capture a detail of the editing work and since I don't think there's a ticket yet for that, I'm putting a note here for now. Please don't edit the questions, just the answers. We can reassess if you're seeing a strong need to edit them (like they're worded in a confusing way or have misspellings), but in order to map them back to the originals in IRIS, we need to keep them the same. This way we can easily ask the team that already migrated the Q&As to a new system can retire them as we get Q&As up in Learning Center. It'll be similar to what we're still in the process of doing with legacy content. Once we have a newly rewritten life insurance page live, for instance, we redirect the legacy page to our modern page. We'll do the same for these IRIS Q&As. I can explain more about this next time we talk.

lwalsh617 commented 4 years ago

@bethpotts @RLHecht -- How should we handle the ones that are not phrased as questions? For example, row 16. The summary and question are the same, "Dependents and Medical Care Overseas."

FranECross commented 8 months ago

@RLHecht @DanielleThierryUSDSVA I'm backlog grooming, and wonder if the still-open tickets in this old epic are valid? Is it okay to close them and this epic, or should this / they go to a different team? Thanks in advance!

DanielleThierryUSDSVA commented 8 months ago

Hi @FranECross. Feel free to reassign this to CAIA and we can assess from there. thanks!

strelichl commented 7 months ago

Noting that Beth is reviewing this one to identify next steps.

bethpottsVADEPO commented 7 months ago

@strelichl This is for OCTO leads to assess. Nothing for the team to do.

department-of-veterans-affairs / va.gov-team