You have the technology and the people, but do you have the best content? This session will highlight four collaborative content strategies that you can implement across your organization to create high-quality content at a more efficient and cost-effective rate. You’ll learn what it takes to implement these strategies and gain insight into how real companies have improved customer satisfaction and increased revenue through a collaborative content strategy.

1. 4 Collaborative Content Strategies
to Transform Your Organization

2. 4 Collaborative
Content Strategies
to Transform
Your Organization

3. Hello!
I am Bonnie Chase
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LinkedIn: bonnie-chase
Twitter: @bonniedchase

4. Agenda
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5. “ Customer service
shouldn’t just be a
department, it should be
the entire company.
Tony Hsieh, Founder and CEO of Zappos
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6. Collaboration
is a natural
part of
technical
writing
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Technical
Writer

7. Streamline
documentation
with engineers
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8. Agile Doc Sprint
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●
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9. 30 Contributors in >12 Countries
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300 Docs in 3 Days

10. 3 days
11 New
12 Updated
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11. Involve support
agents in content
improvement
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12. Knowledge Centered Service
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The KCSTM
methodology is service marked by the
Consortium for Service Innovation.

13. Of all self-service channels,
customers make the most frequent
use of knowledge bases.
- FORRESTER
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14. Make super users
part of content
development
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15. Content Swarming
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16. Make super users
part of content
development
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17. Content Ambassadors
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18. “
When customers share their
story, they’re not just sharing
pain points. They’re actually
teaching you how to make
your product, service, and
business better.
Kristin Smaby, “Being Human is Good Business”
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19. TIPS FOR SUCCESS
GET BUY-IN
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PROMOTE ADOPTION
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FAIL SUCCESSFULLY LEARN

20. Plan a pilot
program
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1
Identify
KPIs
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Scope
&
D
eliverIncrem
entally
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Experim
ent

21. Additional Resources
Knowledge Centered ServiceDoc Sprints:
https://ffeathers.wordpress.com
/2012/09/07/how-to-plan-a-doc
-sprint/
https://developer.mozilla.org/en-
US/docs/MDN/Community/Doc_
sprints
https://confluence.atlassian.co
m/display/DOCSPRINT/Doc+Sprin
t+Home
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Thanks!
Any questions?
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