Module $4$ Playbook $-$ Email Communication

As the project manager for the Moodies customer service portal project, you$$re responsible for putting together the project plan. This includes breaking down the work into smaller, more understandable tasks, and estimating how long they will take. This generally requires reaching out to stakeholders for more information. After reaching out to several stakeholders, you receive the following email responses. Use these responses to construct a project plan to the best of your ability.

Email for Milestone $1$

Subject: Portal project: Identifying and writing new content

Excited to jump into updating our support portal! Here's a quick rundown of what we need to do for the first big step $-$ getting our content sorted:

Content analysis: We'll skim through our current FAQs and support articles to determine what's outdated. It should take about a week.$$

$*$ Content research and gathering: We'll dive into recent customer chats and feedback to spot frequent issues and missing info. This is a team effort and might take around $1\mathrm{.}5$ weeks.$$

$*$ Content writing and review: Our customer service reps will start crafting the new pieces. We're looking at $3$ weeks here.$$

We're aiming for about $5-6$ weeks to get this milestone wrapped up$.$ We're flexible but will try to stick to this as much as we can.

Can't wait to make our support portal something really special for our customers!

Cheers,

Melinda

Head of Customer Service, Moodies

Email for Milestone $2$

Subject: Portal project: Designing pages for new content

Hope you're doing well! Regarding your question about breaking down the milestone for designing the new content pages, here$$s what I$$m thinking.

$*$ Page Design Planning: First, we'll sketch out the page layouts. Our aim is to keep them user$-$friendly and aligned with our brand. Let$$s say about $1$ week for this.$$

$*$ Page Layout and Graphic Design: We'll need some eye$-$catching graphics and images to make the pages pop. Our design team will collaborate with marketing to get this right. Should take around $2$ weeks.$$

$*$ Content Integration into Page: Once the designs are ready, we'll build prototypes of the new pages. This will give us a real feel of how things will look. We're looking at about $1\mathrm{.}5$ weeks for this step.$$

$*$ So$,$ we're aiming for around $4-5$ weeks in total for this milestone. We're super excited to bring these designs to life and can't wait to see how they enhance our customer experience.

Looking forward to your thoughts and collaboration as we move forward with this exciting phase!

Best,

Hans

Product Designer, Moodies

Email for Milestone $3$

Subject: Portal project: implementing content on the website

Hope you're doing great! It's time for us in IT to take the baton and get the new content live on our support portal. Here's our action plan:

$*$ Technical Integration Planning: We'll start by evaluating and making any adjustments to our backend systems to account for the new portal. This includes setting up links, categories, and search functionality. Planning for about a week here.$$

$*$ Content Implementation on Website: After the system is set up$,$ we$$ll implement all the new pages with the content. We$$ll$,$ of course, need all the content and page designs ready before we do this. This could take us up to $2,$ maybe $2\mathrm{.}5$ weeks.$$

In total, we're aiming for about $3-4$ weeks to get this milestone wrapped up$.$ We're all set to ensure a smooth and secure rollout of the new content.

Eager to see this in action and make our support portal even better!

Best,

Diana

Engineer, Moodies

Email for Milestones $4$ and $5$

Subject: Portal project: testing and enablement

We're on the home stretch with our support portal revamp, and it's a big one for the Customer Support team! Here$$s our game plan for the Testing & QA phase, plus getting our reps all geared up:

$*$ QA Test Planning & Test Case Creation: First off, we're going to plan our testing strategy and create detailed test cases. This is to make sure we cover all bases. We'll need about $1\mathrm{.}5$ weeks for this prep work.$$

$*$ QA Testing and Issue Reporting: Next up$,$ we dive into the actual testing. We$$ll be on the lookout for any bugs or issues and report them promptly. This is crucial and will take us about $1-2$ weeks.$$

$*$ User Acceptance Testing: We$$ll then have a select group of users try out the portal to ensure it meets their needs. Their feedback is key to our success. Let's allocate $2$ weeks for this.$$

$*$ Customer Service Rep Training: Our reps need to be experts on the new portal. We'll spend $1-2$ weeks training them on all the new features and content, ensuring they$$re ready to assist our customers.$$

$*$ Enablement and Integration Planning: We'll also use this time $($about $1$ week$)$ to plan the integration of the portal with our existing systems and ensure everything works seamlessly together.$$

$*$ Rollout: Finally, the big day! We$$ll roll out the updated portal. We$$ll use a phased roll$-$out over the course of $2$ weeks, including final checks and communications.

In total, we $8-9$ wk