Five Minute Friday: SEARCH
One of the my first tasks when I began freelancing at SmartBrief involved searching for stories for various topics. Some subjects required more creativity than others to find things that other people would be likely to want to read.
My responsibilities now are different from what they were then, and searching for stories to share isn’t the main thing I do, but …
… it is easier to help other people learn how to search, having done it myself.
This principle, of course, applies to many things we have to teach others to do in life. To take a small aside, I worked for Healthy Kids for a very long time. At first, the program was only in one county in Florida (Volusia), and our call center was in a different county. Over time, the program became a model for the federally funded State Child Health Insurance Program, and was available to families statewide.
***end of five minutes ***
For a few years, our contact center was in Illinois. Eventually, the contract was changed to stipulate that the contact center had to be in Florida.
Why does that matter to this story?
It matters because I was sitting there in the Florida contact center one day, observing a representative. She was talking to a family and demonstrating exceptional empathy. When she hung up, she said, “my kids were on this program, so I understand exactly what types of questions the callers have.”
I realize that’s a little bit of a leap from “it’s easier to teach someone to look for stories about crop insurance because I did it too” to “it’s better for someone at a contact center to have personal experience with the many challenges underinsured parents in Florida have en route to getting their child affordable health care.”
It is, though, a bit similar. If you’ve been there yourself, the search to have it all make sense is a bit less daunting.
Welcome to this week’s Five Minute Friday. Our instructions, via creator Kate Motaung: “Write for five minutes on the word of the week. This is meant to be a free write, which means: no editing, no over-thinking, no worrying about perfect grammar or punctuation.” (But I can’t resist spell checking, as you can imagine.)