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[Workshop Part 1-1] Modernizing Your Technical Resource Center - Assessing Term: Current State with Cruce Saunders of [A]

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Part 1: Assessing the Current State: Needs Analysis and Information Gathering

Learn how to assess the current state of your technical support content by looking through the lens of content strategy and content engineering.

Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions.

Think of a technical resource center as an online, one-stop shop for information about your products and services. Over time, and done well, a technical resource center can help you grow your business by attracting prospects, while simultaneously working to support and build loyalty and trust with existing customers.

Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.

Published in: Technology
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[Workshop Part 1-1] Modernizing Your Technical Resource Center - Assessing Term: Current State with Cruce Saunders of [A]

  1. 1. @mrcrucesimplea.com Day 1: Current-State Documentation
  2. 2. @mrcrucesimplea.com Agenda ● The role of Technical Resource Center ● Value of a modern Technical Resource Center ● Principles guiding a modern Technical Resource Center ● Workshop structure ● Presenter introductions
  3. 3. @mrcrucesimplea.com THE ROLE OF TECHNICAL RESOURCE CENTER
  4. 4. @mrcrucesimplea.com The Role of a Modern Technical Resource Center “A technical resource center is an online, one- stop shop for product information — both content designed to convert prospects and content designed to serve existing customers.”
  5. 5. @mrcrucesimplea.com VALUE OF A MODERN TECHNICAL RESOURCE CENTER
  6. 6. @mrcrucesimplea.com ● Product adoption ● Customer acquisition ● Customer satisfaction ● Customer retention ● Customer evangelism ● Drive ROI on content assets The Value of a Technical Resource Center
  7. 7. @mrcrucesimplea.com It’s time for a reframe. Not ‘customer support’: Crafting just-in-time customer experiences expressing our fundamental products and operations leading to retention and wallet-share.
  8. 8. @mrcrucesimplea.com Availability
  9. 9. @mrcrucesimplea.com Videos, tutorials, explainers: understanding stimulants
  10. 10. @mrcrucesimplea.com ‘Quick Start’ Guides
  11. 11. @mrcrucesimplea.com Documentation dovetails with sales. Contact us. Buy.
  12. 12. @mrcrucesimplea.com FAQs & Search
  13. 13. @mrcrucesimplea.com PRINCIPLES GUIDING A MODERN TECHNICAL RESOURCE CENTER
  14. 14. @mrcrucesimplea.com ● Available and Findable ● Usable and Useful ● Multipurpose and Integrated ● Engaging and Adaptive ● Valuable and Drive ROI ● Quality Guiding Principles for Content Content experiences must be:
  15. 15. @mrcrucesimplea.com Guiding Principles for Content Quality Intrinsic Quality Representational Quality Contextual Quality Accessibility Quality ● Accurate ● Believable ● Objective ● Reputable ● Concise ● Consistent ● Easy to Understand ● Interpretable ● Appropriate Amount ● Complete ● Relevant ● Timely ● Valuable ● Accessible ● Secure Yoel Strimling - Intercom October 2018 So You Think You Know What Your Readers Want?
  16. 16. @mrcrucesimplea.com WORKSHOP STRUCTURE
  17. 17. @mrcrucesimplea.com Day 1, we will start by learning how to assess the current state of documentation sets through the lens of content strategy and engineering. Day 2, we will dive into how to build towards a new future state, transforming the UX and content sets toward patterns 2-Day Workshop
  18. 18. @mrcrucesimplea.com Workshop Segments Content Strategy Regina Preciado Content Engineering Kris Eberlein Content Systems Joe Gelb
  19. 19. @mrcrucesimplea.com CUSTOMER CONTENT CONTEXT The Customer Experience Trinity
  20. 20. @mrcrucesimplea.com CONTENT ENGINEERING CONTENT COMMUNITIES OF PRACTICE CONTENT OPERATING MODEL CONTENT SERVICES ORGANIZATION CONTENT STRATEGY CONTENT ORCHESTRATION PRACTICES CROSS-FUNCTIONAL CONTENT STAKEHOLDER GROUPS Content Intelligence Operating Model Overview PRODUCT OWNERS CX COUNCIL CONTENT OPERATIONS
  21. 21. @mrcrucesimplea.com PRESENTER INTRODUCTIONS
  22. 22. @mrcrucesimplea.com Cruce Saunders Founder, Author, Content Engineer [A] - simplea.com Contact: c@simplea.com Connect: linkedin.com/in/cruce Follow: @mrcruce
  23. 23. @mrcrucesimplea.com Kris Eberlein Principal Content Engineer [A] - simplea.com Contact: ke@simple.com Connect: linkedin.com/in/kristeneberlein
  24. 24. @mrcrucesimplea.com Regina Preciado Senior Consultant Content Rules Contact: reginap@contentrules.com Connect: linkedin.com/in/reginalynnpreciado
  25. 25. @mrcrucesimplea.com Joe Gelb President and Head of Business Development Zoomin Contact: joe.gelb@zoominsoftware.com Connect: linkedin.com/in/joe-gelb-9195ab3
  26. 26. @mrcrucesimplea.com Agenda | Current State Documentation ● Content Engineering | Kris Eberlein ○ What is the shape and structure of content and how is it used? ● Content Systems | Joe Gelb ○ What is the system roadmap towards structured content? ● Content Strategy | Regina Preciado ○ What are the inputs and outputs of content?

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