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[Workshop Part 1-2] Modernizing Your Technical Resource Center - Assessing the Current State with Kris Eberlein 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 1-2] Modernizing Your Technical Resource Center - Assessing the Current State with Kris Eberlein of [A]

  1. 1. Assessing the current state of our content Day one:
  2. 2. Kristen James Eberlein Lead Content Engineer at [A] - [A] helps make smart organizations even smarter through the application of content intelligence. Kris has 20+ years working with structured content and technical documentation. Experience as an information developer, project lead, information architect, tools specialist, and consultant. She is Chair of the OASIS DITA Technical Committee. She is committed to developing practical and innovative content solutions, where complexity is balanced by concrete business value.
  5. 5. What is the shape and structure of the content? How is the content used? There are many sources of content in an enterprise company … Our first challenge • Product documentation • Tutorials • Embedded help • Product videos • Product data sheets • Support Knowledgebase • Customer forums • Sales databases • Training materials • Class workbooks • Corporate Website • Marketing email campaigns
  6. 6. ● Who authors the content? ● What authoring tools are used? ● Where is the content stored? ● Who controls or owns the content? ● Who are the audiences for the content? IDENTIFY the content
  7. 7. ● Is it structured? XML? DITA? Word with styles? Markdown? ● What formats can it take? ANALYZE the content structure
  8. 8. ● Is there embedded metadata? ● Is there external metadata associated with the content? ● Are there taxonomies? Are they shared? ● Is metadata added to the content after authoring? ASSESS metadata associated with the content
  9. 9. ● Where do user go to access the content? ● Can users read the content in the format of their choice? ● Do the users have a personalized experience with the content? DETERMINE how the content is delivered
  10. 10. What does the content in your environment look like? Consider: ● People ● Tools ● Processes Discussion
  11. 11. What has your organization done already to identify, analyze, and assess content, and how it is delivered? Consider: ● People ● Tools ● Processes Discussion
  12. 12. Client profile Client segments Many content types Many authors Many channels [A] MAKES SMART ORGANIZATIONS EVEN SMARTER Federal and state governments Association and nonprofit Healthcare Financial services Publishing and Education Large enterprises - Content Intelligence Architecture - Omnichannel Publishing - Content Systems Integration - Artificial Intelligence - Chatbots & Voice - Personalization - Automation - Measure & Value - Change - Consulting & Training Focus Engineering Content Intelligence Self-Aware Coherent Quantum Thrive in an intelligent world.