Answering a question

Here's an example of when I had a series of specific questions regarding the requirements of employees to include specific items in their summary plan descriptions as required by the Employee Retirement.... I'll spare you the details. Suffice it to say that, after an in-depth discussion with my client, we had clarified the project to answering a series of questions. Based on the answers, my client was going to make a strategic recommendation regarding employee benefits.

Since we both knew exactly what issues he needed clarified, I built the deliverable around each question. I provided a short answer, then a longer explanation behind the answer, followed by the full text of the material I had gathered.

Some info pros balk at the idea of "providing answers"; in this case, it was exactly what was called for.

Here's what the table of contents and a sample question look like.

 

 

Comments

[Genie Tyburski]

Great post, Mary Ellen! In my workplace (a law firm), the patrons aren't interested unless you can provide an answer. Sure, we still get requests for copies of things. But if the patron asks a question, s/he expects an answer, not a data dump.

Building a deliverable that can be re-used or re-purposed is just plain smart. But, then, we know that about you! :)

[Mary Ellen]

Thanks, Genie! One of the unexpected benefits of collecting examples of ways to add value is that I now have more insights to offer my clients. When I'm talking with them, I can go through my mental file drawer and think "Ah-ha! That format I did for the PR firm would be perfect for this!"

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