The business environment is continually changing and it is essential for organisations to provide their customers and employees with access to up to date, clear, concise and accurate information. I researched innovative and cost effective ways to improve the usability and delivery of this valuable information. This included capturing the knowledge employees had gained over many years, which may not be accurately passed on or shared with others in the organisation. If this information is readily available and in a form usable by employees and customers, the organisation has a flexible workforce more capable of covering peak periods and absences.

Using a modular or topic based approach reduced the costs of keeping the information up to date and relevant. It also allowed the information to be accessed through the most appropriate methods, including smartphones and tablets. The information was presented using combinations of text, images, graphics, video and audio depending on the type of information and the needs of customers and employees.