Martin Fisher

Martin Fisher

I'm the Knowledge Content Manager for the new Courts & Tribunals Service Centres at HMCTS.
My team has built and manages the internal Knowledge Bank.
KM is King!

Location Birmingham

Activity

  • Martin Fisher made a comment
    What is user research and why should you do it?

    We have used focus group - type meetings.
    It can be a challenge to know how 'wide open' to leave/ allow the discussion here. Will perhaps be useful in future to concentrate on more targeted areas/ operations (need fulfillment)

  • Martin Fisher made a comment
    Welcome to Week 2!

    Like many others here, user research: how? when? how much is enough?

  • Martin Fisher made a comment
    Why mapping user journeys is useful

    These are a great idea. With my current team, we have gathered a lot of feedback (focus groups) but I don't think we have graphically mapped our users' journeys. We do map the journey of those citizens whom we advise however (our own users are all internal) .... we actually need to do this over two levels, ideally - and use one (external) map to shape the...

  • Martin Fisher replied to Lorna Orcott
    Writing your own user need

    It sounds like you need knowledge and maybe experience, but is going to school the best or only way to get it/them?

  • Martin Fisher replied to Joe Potter
    Writing your own user need

    Not great. Pretty unclear!

  • Martin Fisher made a comment
    Writing your own user need

    As someone with unfamiliar heath symptoms, I need to get medical help or advice ASAP

  • Martin Fisher made a comment
    What are and what aren't user needs?

    I think my team has a good handle on this - we have a lot of communication with our visitors (I hate the workd 'users'...) & work har dto get feedback - even so it is difficult to elicit from people what they need, outside of the very second when they need it!

  • Martin Fisher made a comment
    Types of users: example

    Yes - we are clear, luckily. Our audience is our Operational staff, chiefly 'Agents' who in turn deal with service users (citizens or thier personal representatives/ legal advisors) involved in relevant aspects of trials, tribunals or fines.

  • Martin Fisher made a comment
    Who are your users?

    Researchers, journalists, students, Government departments, members of the public, foreign governments, journalists & researchers

  • Martin Fisher made a comment
    What skills do content designers need?

    I'd say definitely #2 - Ability to build and maintain good relationships with colleagues.
    (At least that's for me as a manager, whose team members probably rank as their #1 understanding of the topic. I'll ask them!)

  • Martin Fisher made a comment
    Who does what on a multidisciplinary team?

    This is reminding me yet again that nature of the actual content that is the stuff of our job is where the least of our challenges lie.
    The difficulties and complexities mostly arise from relationships & clunky or absent communication; that's why developing a holisitic approach to knowledge management is so important.
    Roles certainly do blur and simply...

  • Martin Fisher made a comment
    What do content designers do?

    Sharing & translating complex ideas/ content/ procedures etc. is a common challenge & requirement that I think is central here - making clearly understandable and actionable content out of them.
    That's certainly what my team has to do.

  • Martin Fisher made a comment
    Welcome to the course!

    Hello, I'm Knowledge Content Manager for the Courts & Tribunals Service Centres (CTSCs) within HMCTS and my team is building & maintaining an internal Knowledge Bank for our front-line Query & Case Agents.

    I've worked in a variety of sectors & settings and written a lot for and managed various websites & content-sharing platforms, mostly internal. My main...