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Future Proof Writing


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Sara Feldman at STC 2018 Summit

Published in: Technology
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Future Proof Writing

  1. 1. @SaraContentWise #stc18 #EffectiveContent How to Craft User-Focused Effective Content Sara Feldman
  2. 2. I’m nervous about how AI will impact my job. The best time to be a technical writer was... I feel confident about my impact on company revenue.
  3. 3. Goals... To Do To Know
  4. 4. About Me Technical Writer for 10+ years KCSⓇ Methodology Content Experience Manager Self-Service Support #EffectiveContent
  5. 5. Future-Proof Writing Agenda
  6. 6. Self-Service is more than break-fix ⇨ “Documentation” has new power ⇨
  7. 7. tech-powered interactions = content-fueled interactions
  8. 8. HBR Augmented Reality Experience by PTC
  9. 9. New breed of consumers expect to get exactly what they want—instantly & effortlessly.
  10. 10. An intent-rich moment when a person turns to a device to act on a need I want to KNOW I want to GO I want to BUY I want to DO Micro-Moments
  11. 11. Messaging apps surpassed social networks in monthly active users In 2015
  12. 12. Customer interactions powered by chatbots By 2020 85% 30% Web browsing sessions will happen without a screen
  13. 13. Good News!
  14. 14. Effective Content = Content that accomplishes its intended purpose*
  15. 15. Effective Content = User-Focused Content
  16. 16. User-Focused Effective Content
  17. 17. 1. Intent This is their why.
  18. 18. Content experience includes more than content. 2. Usability Content Format vs.
  19. 19. 3. Findability Accessible + Relevant ● ●
  20. 20. 4. Timeliness Perfection is the enemy of good enough. ● ●
  21. 21. 5. Efficiency Customer-First Approach ● ●
  22. 22. User-Focused Effective Content
  23. 23. Optimize Delivery of ALL Content ✓ ✓ ✓ “Hide the seams”
  24. 24. Smart Microcontent Microcontent is mighty content!
  25. 25. Tips to Execute One bite at a time
  26. 26. Tech Writing Trend for 2018
  27. 27. @mrcruce @TheContentPool @joegollner @aames @aaranged @MindTouch
  28. 28. Future-Proof Writing Agenda
  29. 29. Questions & Comments
  30. 30. Keep In Touch @SaraContentWise #EffectiveContent