The Highlights Feature

Overview

2.1. Level

 

 

1. Goal

The Highlights feature aims to facilitate the process of creating communications by making use of a form of artificial intelligence called Natural Language Processing (NLP).

2. Contexts

2.1. Level

The Highlights feature is available at the following level :

  1. Module: Stakeholder Engagement
  2. Component: Engagements
  3. Section: Communications

More specifically the feature is used in the Description field of

  1. The Create a communication form;
  2. An existing communication, under the General information tab.

The feature provides essentially the same options in both contexts and what follows will be developed from the Create a communication form perspective, while emphasizing minor differences with the already existing communication context.

2.2. Type of communication

The type of communication affects the presentation of the Highlights feature. This is the case when the type of communication is set to Email or Letter as opposed to any other type, which will be discussed in sub-section Mail communication types further down.

3. Operation

As text is entered in the Description field of the Create a communication form, NLP is used to detect individuals and organizations, which are highlighted (see below image) once the user exits the Description text field.

Field_SE-Eng-Com_CreateACommunication.png

The color coding used is the following:

  • Individuals are highlighted in green;
  • Organizations are highlighted in purple.

The toggle switch in the lower right corner of the Description field allows the user to hide the highlighted names in case he/she finds the text easier to read that way. The switch is set by default to Hide highlights, which shows highlighted names.

The highlighted persons and organizations are made into smart interactive elements called hovercards, which can be accessed through mouse hovering as shown below.

Hovercard_SE-Eng-Com_Individual.png

4. Hovercard

4.1. Identification of the person or organization

The person or organization’s name is displayed in the upper part of the hovercard.

4.1.1. Carousel of names

If the name is already registered in the system, it appears as part of a carousel allowing the user to select the proper one, using the left < and right > arrows, in case of duplication of roles or names.

4.1.2. On-the-fly creation in the database

The last item of the carousel always provides the user with the capability to quickly create in the system another individual or organization with the same name, as shown below.

Hovercard_SE-Eng-Com_EmphasisOnCreateIndividual.png

In this case a preliminary step is launched automatically upon selecting the action to perform, which allows the user to easily create on the fly the person or organization record before proceeding further.

Note: Individuals created on the fly can currently only be stakeholders. In order to create staff members, one can go to Configuration | Staff members prior to using the Highlight feature.

When the person or organization is not registered into the system, no carousel is shown in the upper part of the hovercard and the on-the-fly creation process will be started as already explained.

4.2. Actions to perform

The hovercard’s lower part presents the various actions that can be performed on the related person or organization.

Button Action
Initiator Clicking the Initiator button adds the person or organization as the Initiator of the communication, i.e. the person or organization is automatically added to the Initiator field of the Create a communication form. This is true for both stakeholders and staff members.
Participant Clicking the Participant button adds the person or organization as a Participant in the communication, i.e. the person or organization is automatically added to the Stakeholders field of the Create a communication form if it is a stakeholder, otherwise it will be added to the Staff members field.
Mentioned This corresponds to the case where the person or organization was evoked in the communication without being directly involved. Clicking the button and then selecting Mentioned from the contextual menu, adds the person or organization as Mentioned in the communication, i.e. this person or organization is automatically added to the Stakeholders mentioned field of the Create a communication form if it is a stakeholder 1.
Ignore once This option, accessed from the ... button, causes the highlighted expression to no longer be targeted as a person or organization by the NLP engine, for the current communication only 2, 3.
Ignore always This option, accessed from the ... button, causes the highlighted expression to no longer be targeted as a person or organization by the NLP engine in all communications 3.
Remove A person or organization added to a field in the Create a communication form is identified by the absence of a border around its highlighting box. For example  Donald Ackerman had its role assigned but not Adam Paige. The associated hovercard provides in this case a button allowing the user to remove the person or organization from its field.

Notes:

  1. Currently, staff members cannot be tagged as Mentioned.
  2. This option is only available in the context of an existing communication.
  3. Ignoring Donald Ackerman will not prevent this name from being suggested in the hovercard’s carousel when e.g. Donald is written and highlighted by the NLP engine. The list of ignored expressions can be managed from the Configuration | Ignored keywords section.

4.3. Contact information

Whenever possible, the hovercard provides in the lower right corner a contact button Button_Hovercard_SE-Eng-Com_Contact.png, thus allowing for a convenient single-click way to contact that person or organisation.

4.4. Mail communication types

When the type of communication is set to Email or Letter, the hovercard’s buttons are automatically modified as detailed in the table below.

Email or Letter Other communication types
Sender (From) Initiator
Recipient (To) or Recipient (Cc) Participant
Remove from participants (From) Remove from participants (Initiator)
Remove from participants (To) Remove from participants
Remove from participants (Cc) Remove from participants

Apart from the above differences in button captions, the basic operation of the Highlights feature is the same for all communication types.

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