Best Practices for Using Technology and AI to Manage the End-to-End Medical Information Content Lifecycle

The Medical Information (MI) department plays a critical role in delivering accurate, concise, and reliable responses to healthcare professionals (HCPs), patients, and other stakeholders. In today’s multichannel environment—spanning websites, chatbots, apps, emails, and videos—ensuring high-quality, consistent information has become increasingly complex. When multilingual requirements and budget constraints are added, the challenge becomes even more significant. Fortunately, technology and artificial intelligence (AI) can optimize the entire content lifecycle, from creation to translation and distribution. Here are best practices for achieving this:

1. Optimize Content Creation at Its Core

Leverage a Component Content Management System (CCMS)

A CCMS stores and manages content at the component level, enabling efficient reuse and consistency across channels. Key benefits include:

• Content Reuse: Repurpose content, such as standard response letters (SRLs), for FAQs, chatbot responses, and more. This reduces authoring time by up to 71% and ensures consistent messaging.
• Multichannel Publishing: Publish content simultaneously in various formats, including Word documents, mobile apps, and websites. Automation reduces production cycle times by over 50%, allowing customers to access information through their preferred channels.
• Translation Efficiency: Consistent source content supports translation memory, reducing translation costs by 36% and accelerating launch times, enabling quicker delivery of critical information.

Hire Tech-Savvy Medical Writers

Medical writers familiar with AI and technology can leverage tools to improve efficiency, such as:

• AI-Driven Literature Searches: Automatically scan vast databases of medical literature to extract relevant information quickly.
• Collaborative Document Management: Use online tools to assign tasks, collect feedback, and streamline multi-stakeholder reviews, ensuring faster final drafts.

2. Automate and Streamline Translation Processes

Implement a Translation Management System (TMS)

A TMS automates translation requests, tracking, and review processes, enhancing the efficiency and consistency of multilingual content. Key advantages include:

• Content Reuse: Similar to a CCMS, a TMS reuses translated content, reducing costs and ensuring consistency.
• Accelerated Global Launches: Automating workflows shortens global deployment times by 25% or more.
• Cost Savings: For example, a pharmaceutical company saved $225,000 in the first year by switching to a streamlined TMS.

Integrate Systems for Seamless Workflows

Ensure your CCMS and TMS integrate with platforms like:

• Customer Relationship Management Systems (CRM) (e.g., Salesforce): To manage customer interactions.
• Website Content Management Systems (CMS) (e.g., Adobe): For publishing multilingual content. Automation saves time, especially when scaling to multiple languages, by eliminating manual content transfers.

3. Harness the Power of AI

AI is transforming MI workflows, reducing turnaround times, and improving content accuracy. Key applications include:

AI in Translation and Multilingual Content

• Case Intake and Triage: AI translates call details in real time, reducing errors and enabling accurate categorization of customer inquiries and safety cases.
• Voice-to-Text Integration: AI transcribes voicemails and audio messages, offering actionable insights in real time.
• Chatbot Integration: AI-powered chatbots provide instant multilingual support, enhancing customer experience.
• Automated Response Content: AI paired with human review generates accurate multilingual responses, reducing costs by 15% and accelerating delivery.

4. Enhance Collaboration and Productivity

Use Collaborative Document Management Tools

Improve team efficiency with tools that:

• Assign tasks and deadlines to multiple reviewers.
• Centralize feedback collection to minimize redundant edits.
• Provide visibility into progress, accelerating the finalization of content.

Use Metrics to Optimize Processes

Track metrics such as content reuse rates, translation cost savings, and delivery speed to identify opportunities for continuous improvement.

5. Ensure Compliance and Quality Control

Medical content must adhere to strict regulatory and quality standards. Automated workflows in CCMS and TMS systems can ensure:

• Audit Trails: Maintain compliance with medical, legal, and regulatory guidelines.
• Real-Time Updates: Synchronize content revisions across all channels to maintain consistency.

Conclusion

The evolving landscape of medical information demands a robust, technology-driven approach. By leveraging AI, CCMS, TMS, and collaboration tools, MI departments can streamline workflows, reduce costs, and deliver high-quality content across channels. These practices not only enhance operational efficiency but also provide a superior customer experience.

Adopting these best practices enables organizations to stay competitive while effectively serving healthcare professionals, patients, and other stakeholders, ensuring global success in a rapidly changing industry.

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