Creating employee communications with Content Publishing

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Creating employee communications with Content Publishing

    Content Publishing in ServiceNow provides powerful tools to create, manage, and publish various types of employee communications. It supports diverse content formats including portal content like news articles, announcements, banners, and calendar events, as well as notifications via email or SMS, mobile content, and task-based to-dos. The platform features intuitive drag-and-drop and visual interfaces that allow you to easily create, edit, preview, schedule, and target communications for specific audiences with defined start and end dates.

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    Key Features

    • Content Library: Central hub for creating and publishing employee content across multiple formats and platforms.
    • Reusable Components: Pre-configured and configurable elements such as audiences (user groups), block content (rich text), link content (URLs/videos), content destinations (pages/widgets), content categories, and reusable article templates streamline content creation and publishing.
    • Scheduling and Targeting: Each content item is associated with a schedule record to control publication timing, audience targeting, portal placement, and approval workflows.
    • Visual Preview and Workflow: Create and preview content in real-time, assign audiences, set schedules, and publish from a unified interface.
    • Additional Tools: Includes features such as an organization chart for advanced content association, task management for assigned employee to-dos, and a Demo Portal for pre-publication content visualization.

    Practical Benefits for ServiceNow Customers

    • Enable efficient, targeted employee communications that improve engagement by delivering relevant content through multiple channels including portal, mobile, and notifications.
    • Reduce content creation time using reusable components and templates, ensuring consistency and ease of management.
    • Maintain control over communication timing and audience through flexible scheduling and approval processes.
    • Preview and validate content appearance and delivery settings before publishing to ensure quality and accuracy.
    • Leverage integrated tools to assign tasks and manage communications seamlessly within the ServiceNow ecosystem.

    Content Publishing offers robust communications creation tools that enable you to create, manage, and publish a variety of content types including portal content, notifications, mobile content, and tasks.

    • Create various employee communications portal content including news articles, rich content microsites, announcements, banners, links to other content, and calendar events.
    • Leverage easy-to-use drag-and-drop, visual interfaces for creating, editing and previewing content before it's published.
    • Create notifications such as a mass email or short message service (SMS) to your employees.
    • Add urgency to your communications by creating and scheduling to-dos in the form of tasks.
    • Schedule and target your content to specific audiences with the option of making it available from specific start and end dates.
    • Deliver announcements and links to content on your employee's mobile devices.

    Content Publishing components

    Table 1. Content Publishing components
    Component Description
    Content Library Your one-stop location for creating and publishing content for your employees in various content formats and publishing platforms.
    Content classes List content items by platform.
    Reusable components You can configure the following types of records to enable you to create and publish content more efficiently:
    • Audiences: A list of users who can see content based on conditions or criteria.
    • Block Content: Reusable rich text content.
    • Link Content: URLs or video links to use when creating content.
    The following reusable components are pre-configured by the Content Admin:
    • Content destination: Defines the page and widget for publishing news articles.
    • Content Categories: Defines categories to organize news articles.
    • Reusable Articles: Lists news article templates.
      Note:
      This feature is only accessible to users with the sn_cd.content_template_owner role.
    Schedule content Each piece of content is associated with schedule content record, which contains the information necessary for delivering the content to employees, such as where on your portal it should reside, the audience your information is directed to, who should approve (if applicable), and start and end dates.

    Overview of the Content Library workflow

    Content Publishing allows you to create information from different areas:
    • Content Library
      • Create content, links, tasks, notifications, mobile, surveys, and social media messages to customize and enhance what you make available to your employees.
      • Preview the information as you create it, assign an audience, and schedule and publish it from the same page.
    • Content Categories: Use the lists and forms UI to create surveys, portal content, notifications, mobile, social media, and tasks.
    • Reusable Components: Customers can also use the lists and forms UI to create standard information that can be created once and used in different area like links, block content, SMS configuration, and audiences.
    • Schedule: After creating the information for your employees, you can determine how it will be communicated, where on your portal it should reside, the audience your information is directed to, who should approve (if applicable), and start and end dates and times the information should be available.
    • Organization Chart:
    • Advanced:
      • Existing customers can create content types to associate the category and widget you want your content to reside.
      • View a list of tasks assigned to your employees.
      • Set additional settings such as approvals, content ownership, and more.
    • Demo Portal: Use the Demo Portal to quickly view how the information you created looks before you schedule and publish it.
      Note:
      For some content, you can use the Content Library to view your information as you create and schedule it for publication when it looks the way you want it.