Drupal GovCon 2018 presentation — Scaling our voice: Supporting 600 authors to create a consistent Mass.gov

You can’t build trust if your customers don’t feel listened to. For us, understanding the needs and wants of content authors is essential to create a consistent, constituent-focused voice on Mass.gov. Take a look at our Drupal GovCon 2018 presentation. Adam Cogbill, a Content Strategist with Digital Services, and I share lessons about supporting 600 Mass.gov authors and how we’re shifting from a reactionary customer support model to a proactive customer success model.

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