This May, Express Writers has been through some serious stages of change and growth, in the realm of personnel and internal standards. Overall, it’s been a valuable time of discovering and implementing quality enhancements—which will improve and boost our content creation process long-term!
What Happened in May, and How We’ve Significantly Improved Our Process
I greatly appreciate each and every one of our clientele and writers who had patience with us during a difficult week of transition, May 5-10th, when we had to let our two staff managers go, and pick up the pieces behind them. We discovered on May 6th that they were not only embezzling company funds but also dropping the ball throughout our content quality, and writer treatment, and terminated them that day. I know there are no excuses: I’m absolutely holding myself accountable for wrong staffing decisions. I can tell you that I’ve learned my lesson! No more complacency.
I’m proud to say that even though it was one of the most difficult weeks of our lives, it was one of the most productive weeks in terms of growing Express Writers’ content delivery process. Over 70 hours of work that week was devoted from each of us in the management front: me in writing new training, staffing and hours of Skype training, up to 6 hours at a time, with new staff; auditing everything we do, our content process, and implementing how to make it better; Katria in managing our content assignments and learning how to fill the shoes as a content manager; Josh, CTO, for picking up new client inquiries; and Sarah, our content specialist, in handling every phone call and client inquiry via chat and email. It’s a week that will go down in history!
But, I’ve been genuinely delighted at the fruits of our hard labor. Within that week after we terminated our staff managers, we’ve implemented some serious changes to Express Writers’ content process, which means that better processes are starting to happen now in our team. Great customer service is our #1 priority, and we are working overtime still to ensure all of our orders stay fulfilled right now, and fix everything. We want to make Express Writers the most effective and efficient writing service in the industry—and I know we can!
Two Major Changes to Express Writers’ Internal Content Process Structure
Here’s a lowdown on what we’ve built and added inside the past week and a half.
Change #1: Content Turnaround Time Expectations Chart
You can’t have a good writing team without a good writing environment. We discovered that our former managers were pushing writers to the grounds with deadlines: a reason why writer retention was low!
In the past week, I’ve developed a Content Turnaround Time Expectations Chart, after rounds of meetings and planning with our content management and writers. Writers can now know what to expect in terms of turnarounds for everything; our content manager can direct the writers in a way that gives them time to produce talent; and our clients can know what to expect when they place orders!
It’s also built in our policy page now.
Change #2: We’ve Developed a New Quality Review Role
We’ve implemented a new quality review checking system for our staff editors. After an audit of our staff roles, I found out that many times, our editors were inserting more errors than fixing errors from our writers. We hire really strong writers; the tests I’ve written in fact rule out 90% of our new applicants. So, with strong writers, editors can in fact be a case of too many cooks in the kitchen. To replace the disorganization of editing, I’ve created a focused role of reviewing and hired brand new Senior Editors, trained in my new review process.
Our new editors have been trained one-on-one by me to review the content for five-six main checks, including client specifications, correct wording, fact-checking, a Copyscape search for any duplicate hits, and more; and, vitally important, on how to grade our writers constructively to help them grow their skills.
We’ve hired two Senior Editors for this process: and we’ve already seen this system work!
I’m also continuing to refine the role and guidelines based on client feedback. I believe we’ll see a much higher success rate in this targeted quality check system as opposed to a very general, non-directed editing review.
We’ve also hired four new staff persons in the course of the past two weeks, all of which are highly qualified to handle both our clients and our content orders. We’re confident in their skills and dedication to helping our content deliverables stay within high quality standards, and professional, fast responses for our clientele and writer base.
A Message to Our Clients
If you see anything that’s wrong with your content, in terms of grammar, poor optimization, or lack of matching your specifications, we can’t improve unless we know! We would greatly appreciate you dropping us a line: send a note with your order ID along to our company content manager, Katria (email: [email protected]) and we’ll all put our heads together to ensure better quality success for you and further content deliverables.
We want to strive to make Express Writers THE best one-stop solution for every content need.
You can bet we’re working our hardest everyday to make that a continued reality.
For great content for your blogs, web pages and more, visit the Content Shop.