Curate training examples

Owners and managers can create training examples from authorized communication evidence. Recruiters see published examples. Review the content and intended audience before publication.

1. Choose an appropriate source

In Conversations, inspect the original call, voicemail, email, or SMS. Confirm that the agency permits its use for training. Select Add to training on the evidence card.

2. Create the draft

Enter a clear training title and select Save. This entry form creates an anonymized, unpublished item. Review the resulting draft in the training library before deciding whether it is suitable to publish.

3. Review the training library

Open the training library through Coaching & Learning. Inspect the example's title and available description, its learning purpose, and any candidate information before making it available. Do not assume that anonymization removes every identifying detail from free text.

4. Publish after agency approval

An owner or manager selects Publish to recruiters after review, or Return to draft to withdraw an example. Review free text for identifying details before publication. Recruiter responses omit the candidate identity and contact fields and present published learning items; the manager still needs to review the content itself.

If the example is missing

Check whether the item is still unpublished and whether you are using the intended account. A recruiter cannot see an unpublished draft. Ask a manager to check it instead of duplicating or copying the source into an unapproved channel.

Choose an example with a specific learning purpose

Identify what a recruiter should learn from the communication before adding it to training. An example might show how to clarify an uncertain start date or summarize an agreed next step. Choose a source that supports that lesson without requiring the reader to infer facts absent from the interaction.

Check the agency's permission to use the source and consider its intended audience. A communication that is appropriate for an account manager to review may still be inappropriate for a wider training library. Follow the agency's approval process before preparing it for publication.

Give the draft a useful title

Use a title that describes the learning task, such as clarifying a conditional availability statement. Avoid putting a candidate's identity or unnecessary client details into the title. Do not turn an example into praise or criticism of a named recruiter when the lesson can be explained through the communication itself.

The Add to training entry form accepts the title and creates an anonymized, unpublished draft. Review the resulting library item before publishing. Its creation does not establish that every detail is suitable for the audience, even when candidate identity fields are omitted from recruiter responses.

Review free text as well as structured identity

Read the available source content, description, and title for identifying details. A person's name may appear inside a message, or an unusual combination of facility, specialty, and dates may reveal more than intended. Apply the agency's privacy and training policy to the whole example, not just the visible identity fields.

If the item needs changes that the current screen cannot make, keep it unpublished and ask the responsible manager to use the approved review process. Do not work around missing editing controls by copying the source into an unapproved channel. Choose a different example when the original cannot be shared appropriately.

Check publication and later relevance

After approval, an owner or manager can select Publish to recruiters. Confirm the saved state in the training library. Recruiters see published examples, so a missing item may simply remain in draft. Use Return to draft when an example needs further review or should no longer be available.

Revisit the example when its guidance or referenced workflow changes. A once-useful communication can teach the wrong step if the product or agency process has changed. Keep a private record of the learning purpose and review decision under agency policy. Use coaching for assigned feedback about a specific action, and training for approved examples intended to support broader practice.