Workshop Part 2: Creating the Future State: Enterprise Content Creation, Structure and Distribution
Learn how to plan and implement a future state of enterprise content creation, structure, management, and delivery for a modern technical resource center.
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 27-28, 2018, at Quadrus Conference Center for Information Development World 2018.
Updating content types for marketing and omnichannelMichael Priestley
Presented at OmnichannelX 2019
Faced with 250+ content types and no consistency in use across a dozen key marketing systems, marketing teams could not get meaningful data on which types and formats performed well and which didn’t and could not easily identify existing content that might be reusable or in competition with new content creation.
So IBM assembled a team to focus on refactoring the way that we categorised content based on two much shorter lists: type, and format. The new values were rapidly rolled out in 3 key systems that allowed a simple but complete lifecycle from planning to measurement, and we began identifying problems and iteratively improving the list. We also began incrementally increasing the scope of the effort, with new areas of content, new tools, and new taxonomies, each success forming the basis for the next effort.
This case study describes our development process, our governance model, and our use of AI and ontology tooling to drive improvements in authoring and customer experience.
Community cloud use cases: Calgary User GroupMeighan Brodkey
Learn about how Community Cloud is used by Partners, Customers, Guests, Field technicians, Employees, and more. Includes examples of Salesforce communities for each use case and links.
Enterprise information architecture: a case study in progressMichael Priestley
Presented at World IA Day Toronto, February 22nd, 2020
https://www.worldiaday.org/events/toronto/2020
When you've got tens of millions of pages, stored in dozens of CMSs, managed by hundreds of organizations with no single oversight board, and you know the experience is broken...
How do you fix it? Where do you even begin? How do you reconcile the conflicting goals of multiple business units, of multiple kinds, with multiple disciplines and departments supporting different stages of the customer journey? How can they all act as a single company in service to the customer's needs, instead of a patchwork of competing org charts?
I'm happy to share my ludicrously ambitious work in progress - a topic-oriented information architecture based on data, managed with metadata, and scaled with AI to reorganize ibm.com around customer interests.
December 11 saw the release of Kentico 11, jam packed with new features such as a Data Protection app, helping you with your General Data Protection Regulation (GDPR) compliance, an all-new Email Marketing solution, and a host of E-commerce features and third-party integrations. In this product launch webinar, Karol Jarkovsky, VP Product, and the rest of the Product Management team give an in-depth look at all the features of Kentico 11 .
The webinar is a introduction to D365 Portals. We will walk through the setup of the Portals on a D365 instance. With that, we will take a look at 4 types of Portals – Custom, Customer Self Service, Partner and Community Portal. We will also take a look at how users can access portal using Contacts in D365.
Updating content types for marketing and omnichannelMichael Priestley
Presented at OmnichannelX 2019
Faced with 250+ content types and no consistency in use across a dozen key marketing systems, marketing teams could not get meaningful data on which types and formats performed well and which didn’t and could not easily identify existing content that might be reusable or in competition with new content creation.
So IBM assembled a team to focus on refactoring the way that we categorised content based on two much shorter lists: type, and format. The new values were rapidly rolled out in 3 key systems that allowed a simple but complete lifecycle from planning to measurement, and we began identifying problems and iteratively improving the list. We also began incrementally increasing the scope of the effort, with new areas of content, new tools, and new taxonomies, each success forming the basis for the next effort.
This case study describes our development process, our governance model, and our use of AI and ontology tooling to drive improvements in authoring and customer experience.
Community cloud use cases: Calgary User GroupMeighan Brodkey
Learn about how Community Cloud is used by Partners, Customers, Guests, Field technicians, Employees, and more. Includes examples of Salesforce communities for each use case and links.
Enterprise information architecture: a case study in progressMichael Priestley
Presented at World IA Day Toronto, February 22nd, 2020
https://www.worldiaday.org/events/toronto/2020
When you've got tens of millions of pages, stored in dozens of CMSs, managed by hundreds of organizations with no single oversight board, and you know the experience is broken...
How do you fix it? Where do you even begin? How do you reconcile the conflicting goals of multiple business units, of multiple kinds, with multiple disciplines and departments supporting different stages of the customer journey? How can they all act as a single company in service to the customer's needs, instead of a patchwork of competing org charts?
I'm happy to share my ludicrously ambitious work in progress - a topic-oriented information architecture based on data, managed with metadata, and scaled with AI to reorganize ibm.com around customer interests.
December 11 saw the release of Kentico 11, jam packed with new features such as a Data Protection app, helping you with your General Data Protection Regulation (GDPR) compliance, an all-new Email Marketing solution, and a host of E-commerce features and third-party integrations. In this product launch webinar, Karol Jarkovsky, VP Product, and the rest of the Product Management team give an in-depth look at all the features of Kentico 11 .
The webinar is a introduction to D365 Portals. We will walk through the setup of the Portals on a D365 instance. With that, we will take a look at 4 types of Portals – Custom, Customer Self Service, Partner and Community Portal. We will also take a look at how users can access portal using Contacts in D365.
Web Designing Training In Ambala! BATRA COMPUTER CENTREjatin batra
Are you looking for Web Designing Training in Ambala Cantt?
Batra Computer Centre in Ambala provides the best training in Web Designing. We also offer you training in Basics of Computer, C, C++, HTML, PHP, Web Designing, Web Development, SEO, SMO and training in so many other courses provided here.
SharePoint expert Agnes Molnar will summarise the outcomes of projects, workshops and webinars that she has undertaken in 2013 to provide an assessment of the lessons learnt from organisations starting to make substantial use of the search capabilities of SharePoint 2013.
Using Salesforce Communities to Drive Efficiencies and Reduce Costs Through I...Perficient, Inc.
There are very few companies that aren’t looking to lower their costs, enhance their operational efficiency and improve revenue performance. Connecting the dots in your ecosystem ─people and processes─ is vital to accomplishing these objectives.
Learn how one of our clients is engaging and supporting their clients with the power of Salesforce Communities.
You’ll learn how to:
Create an interactive community home page.
Use Chatter and collaboration with customers in a community.
Connect customers to the product management & development cycle.
Support complex case access and sharing controls.
Develop engaging UX/UI with CSS and Visualforce.
In this slideshare, our client, MedAssets, will tell the story of how they have improved the quality and effectiveness in healthcare with Salesforce Communities.
5 Critical Keys to Success with Sitecore DMSNavigationArts
Are you putting your analytics to work with your data management system? Collecting data is the easy part, but using it to create real value takes skills, planning, and the proper tools. Sitecore’s integrated analytics platform provides the tools, but what else do you need to reap the benefits?
This webinar is presented by Sitecore and Navigationarts. We highlight what you need to get started and what you need to get the most out of DMS. Case study examples ranging from B to B, B to C, and somewhere in between highlight best practices in custom reporting, audience segmentation, real time personalization, and more.
The webinar covers:
How to plan for DMS including audience analysis and content tagging strategies
The ideal project approach
Best practices in B to B and B to C marketing tactics
Using real time personalization
Understanding engagement tiers; out-of-the-box vs customized
Putting Content in Context: Getting Information into SharePoint for Content M...Kofax
SharePoint is more than just a repository of shared documents...it is a robust platform for information management. Kofax and Gimmal provide best practices for leveraging SharePoint to manage incoming information and turning documents into actionable, meaninful content.
In this presentation, Perficient leverages its extensive SharePoint user experience design, customization, and implementation expertise to guide you in understanding the criticality of SharePoint user experience (UX) in driving user adoption, and to provide you with user experience best practices in the areas of information architecture and visual design, technical configuration and customization, and user experience server deployments.
Presenter: Dirk Arend, Senior IT Manager, Aperto
Providing visitors with a tailored experience is important and crucial for the success of many types of B2C and B2B sites. In this presentation, Dirk will show how Magnolia's personalization tools can be extended to dynamically deliver content to different visitor segments. Furthermore, he will showcase an integration of external data sources for rendering user specific variations of components. Using this method, Dirk will show it is not necessary to create variations of pages, thus streamlining content editing and management.
Need to know more about getting the best value from the investment in your website?
A Web Strategy is a vision that clearly articulates how you use the web to help achieve or exceed your organisation’s online objectives. It provides a measurable plan of attack that is specifically tuned to your needs. In this briefing we will outline the core components of a Web Strategy, what the difference having one makes and how you can get one.
Need to know how to leverage the Microsoft SharePoint platform for your website?
Microsoft’s SharePoint is leading the way for internal employee collaboration and communication. However it is also a great platform for your website. Also in this briefing you will hear more about and see examples of Microsoft SharePoint being used for websites.
Composite Applications Speaking Tour - KeynoteMike Walker
The European Composite Application Road Show is a series of pilot Microsoft conferences that bring together System Integrators, ISV’s and customers of all industries. With the help of the Microsoft field Architects the destinations included: Finland, Ireland, and Spain.
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.
Critical Success Factors: Separating Fact from FantasyScott Abel
Presented by Rahel Bailie at Documentation and Training West, May 6-9, 2008 in Vancouver,BC
There are many ways to skin a content management project, and the skeletons of CM projects gone awry, or even abandoned before conception, line the ditches to prove it. Of all the critical factors on a content management project, why is all the talk about technology? Separate fact from fantasy, marketing from mayhem, and figure out where to focus your energies to make your content management process a success.
Web Designing Training In Ambala! BATRA COMPUTER CENTREjatin batra
Are you looking for Web Designing Training in Ambala Cantt?
Batra Computer Centre in Ambala provides the best training in Web Designing. We also offer you training in Basics of Computer, C, C++, HTML, PHP, Web Designing, Web Development, SEO, SMO and training in so many other courses provided here.
SharePoint expert Agnes Molnar will summarise the outcomes of projects, workshops and webinars that she has undertaken in 2013 to provide an assessment of the lessons learnt from organisations starting to make substantial use of the search capabilities of SharePoint 2013.
Using Salesforce Communities to Drive Efficiencies and Reduce Costs Through I...Perficient, Inc.
There are very few companies that aren’t looking to lower their costs, enhance their operational efficiency and improve revenue performance. Connecting the dots in your ecosystem ─people and processes─ is vital to accomplishing these objectives.
Learn how one of our clients is engaging and supporting their clients with the power of Salesforce Communities.
You’ll learn how to:
Create an interactive community home page.
Use Chatter and collaboration with customers in a community.
Connect customers to the product management & development cycle.
Support complex case access and sharing controls.
Develop engaging UX/UI with CSS and Visualforce.
In this slideshare, our client, MedAssets, will tell the story of how they have improved the quality and effectiveness in healthcare with Salesforce Communities.
5 Critical Keys to Success with Sitecore DMSNavigationArts
Are you putting your analytics to work with your data management system? Collecting data is the easy part, but using it to create real value takes skills, planning, and the proper tools. Sitecore’s integrated analytics platform provides the tools, but what else do you need to reap the benefits?
This webinar is presented by Sitecore and Navigationarts. We highlight what you need to get started and what you need to get the most out of DMS. Case study examples ranging from B to B, B to C, and somewhere in between highlight best practices in custom reporting, audience segmentation, real time personalization, and more.
The webinar covers:
How to plan for DMS including audience analysis and content tagging strategies
The ideal project approach
Best practices in B to B and B to C marketing tactics
Using real time personalization
Understanding engagement tiers; out-of-the-box vs customized
Putting Content in Context: Getting Information into SharePoint for Content M...Kofax
SharePoint is more than just a repository of shared documents...it is a robust platform for information management. Kofax and Gimmal provide best practices for leveraging SharePoint to manage incoming information and turning documents into actionable, meaninful content.
In this presentation, Perficient leverages its extensive SharePoint user experience design, customization, and implementation expertise to guide you in understanding the criticality of SharePoint user experience (UX) in driving user adoption, and to provide you with user experience best practices in the areas of information architecture and visual design, technical configuration and customization, and user experience server deployments.
Presenter: Dirk Arend, Senior IT Manager, Aperto
Providing visitors with a tailored experience is important and crucial for the success of many types of B2C and B2B sites. In this presentation, Dirk will show how Magnolia's personalization tools can be extended to dynamically deliver content to different visitor segments. Furthermore, he will showcase an integration of external data sources for rendering user specific variations of components. Using this method, Dirk will show it is not necessary to create variations of pages, thus streamlining content editing and management.
Need to know more about getting the best value from the investment in your website?
A Web Strategy is a vision that clearly articulates how you use the web to help achieve or exceed your organisation’s online objectives. It provides a measurable plan of attack that is specifically tuned to your needs. In this briefing we will outline the core components of a Web Strategy, what the difference having one makes and how you can get one.
Need to know how to leverage the Microsoft SharePoint platform for your website?
Microsoft’s SharePoint is leading the way for internal employee collaboration and communication. However it is also a great platform for your website. Also in this briefing you will hear more about and see examples of Microsoft SharePoint being used for websites.
Composite Applications Speaking Tour - KeynoteMike Walker
The European Composite Application Road Show is a series of pilot Microsoft conferences that bring together System Integrators, ISV’s and customers of all industries. With the help of the Microsoft field Architects the destinations included: Finland, Ireland, and Spain.
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.
Critical Success Factors: Separating Fact from FantasyScott Abel
Presented by Rahel Bailie at Documentation and Training West, May 6-9, 2008 in Vancouver,BC
There are many ways to skin a content management project, and the skeletons of CM projects gone awry, or even abandoned before conception, line the ditches to prove it. Of all the critical factors on a content management project, why is all the talk about technology? Separate fact from fantasy, marketing from mayhem, and figure out where to focus your energies to make your content management process a success.
Enhancing E Business In The High Net Worth ClientJohn Haley
A primer on best practices in eBusiness in general and with specific consideration to the High Net Worth client segment. Two examples of potentially differentiating products are profiled as well.
For more ecommerce webinars visit us at http://www.elasticpath.com/webinars/archive
A successful ecommerce project is a beautiful thing. It can raise revenue, reduce cost, and strengthen a brand. Unfortunately, the visibility of ecommerce and the breadth of stakeholders can amplify the usual project risks-availability of IT skills, understanding of business needs, scope control, accurate estimating, and so on. We sifted through the results (and in some cases, debris) of ecommerce projects over the last 10 years to bring you this "on the ground" view of what to do to turn the odds in your favor.
Featuring: Gord Janzen, Chief Operating Officer, Elastic Path Software and Atul Jain, Associate General Manager, HCL Technologies
How TELUS beats the competition to market by replatforming on Content Infrast...Andrew Kumar
TELUS digital—the in-house digital product agency for Canadian telecommunications company TELUS—serves 12 million Canadians with a team of ~325. As TELUS built its digital channel, it accumulated a portfolio of homegrown and off-the-shelf technologies. Eventually, this led to a breaking point, which paved the way for the next evolution of the company’s platform and delivery methods.
In an effort to deliver one-on-one marketing to customers, TELUS digital started from scratch, creating a new content platform: set of centralized tools and services that enables team members to easily add, update, and deliver content (marketing, product, and pricing), including personalization and analytics, across all their digital properties. A cornerstone of this platform is the content infrastructure, which replaced seven preexisting CMSs and content repositories.
Rouven Wessling & Andrew Kumar offer an overview of the platform and explains why TELUS digital chose a content infrastructure over traditional CMS options.
Enabling Digital Transformation Amidst a Global Pandemic | Low-Code, Cloud, A...Nuxeo
In today’s world, where many businesses are struggling to simply survive COVID-19, some companies are thriving in this environment and accelerating their digital strategies, not by necessity, but as an opportunity to seize competitive advantage.
In this webinar, we will explore how modern content platforms play a key role in enabling digital transformation and how new trends and capabilities — like Cloud, Low-Code and Artificial Intelligence — are enabling some of today’s largest enterprises to accelerate their transformation initiatives. Our webinar will feature two different case studies where leading enterprises are leveraging these technologies as the digital foundation for their future businesses.
In this webinar, you will learn:
- How modern content platforms are tearing down information silos to deliver data and content when, where, and how it is needed
- How modern content platforms take unique advantage of cloud infrastructures
- Why low-code application development is critical to business agility
- What AI capabilities are available today that are completely transforming how customers work with data and content
- How a large US insurer is using Nuxeo, Guidewire, and Smart Communications, all on AWS, to modernize their claims architecture
- And, how a $13B global apparel company is using Nuxeo and its Insight service (AI/ML) to institute a wholly digital supply chain
Disclaimer: No attempt to copy or plagiarism of the original content. This is just to share the learnings. It varies from the original slides made by the original presenter at the 14th STC India Conference, Bangalore.
- Demystifying Search: Making your help content search friendly
- Mobile Documentation: Create ePubs and other mobile device outputs
- How to Develop Mobile Help
- Alfresco: An open source CMS
- Plagiarism & Technical Writing
Community Platform: Choosing the Right One Satya S
How will you go about selecting the best platform out there in the market? Are you selecting a product that has features which can really be utilized? Do you really require the host of features offered by the social networking tools? Get answers to all these questions and much more.
Structured authoring for business-critical contentJason Aiken
For decades, XML has armed technical documentation professionals with a component-based approach to content that overcomes the many challenges caused by standalone, static documents created in silos. The problem, however, is that there is so much other business-critical content out there that could benefit from a structured approach to authoring for content automation.
Learn why it is critical for technical documentation experts to translate their best practices into solutions that non-technical content creators can apply to business-critical content. Business-critical content is content you sell, content that helps you sell, or content that helps you run your business.
Building An XML Publishing System With DITAScott Abel
Presented at DocTrain East 2007 Conference by Brian Buehling, Dakota Systems -- Since its inception, DITA has rapidly gained acceptance as a standard document structure used in many XML-based content management and publishing systems. DITA is an XML schema developed primarily to support technical documentation for a wide array of applications. This session will cover the commonly used element, attribute and entity constructs that are defined in the schema. More importantly, recommendations concerning how best to implement DITA solutions will be given. Special attention is given to developing practical DITA applications since, in many cases, some DITA elements will have to be extended through a mechanism called specialization to produce a robust XML-based publishing system.
LavaCon 2017 - Building an Enterprisewide Content Platform—and Why DITA will ...Jack Molisani
Breaking down content silos requires an enterprise-wide strategy that serves a number of distinct departments, creators, reviewers, and consumers. However, an enterprise-wide strategy that requires an enterprise-wide deployment of DITA will very likely fail. DITA simply is not made for ALL the content types and workflows within an organization, which usually span support, marketing, product documentation, legal, and more. In this session, we’ll focus on why an enterprise-wide content strategy is important, alternatives to DITA, and how to get started.
Ridgehead Software PPT overview, covering our experience and scar tissue in developing custom KM/Self-Service solutions for some of the worlds largest, most complex organizations.
We aim to create high-quality content. We really do. But, more-often-than-not, we fail. We understand that high-quality content must be clear, concise, and consistent in voice, tone, and terminology. We also know that it’s supposed to be easily findable, accessible, retrievable, and relevant those who need it—delivered when, where, and how they prefer it.
Crafting content that follows the rules (grammar, punctuation, linguistics) isn’t good enough. Our content also has to be helpful.
In this fast-paced talk, Scott Abel describes what it means to be helpful. You’ll discover how understanding the power of explanation
Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
Reimagining and reinventing customer support is expensive and hard. We hear that all the time. But it doesn’t have to be. In fact, if you do it “right” it can be fairly cheap and fun. In this session, we will look at using a Design Thinking approach to imagine new realities, create prototypes quickly and cheaply, and iterate on this to create a roadmap to your transformation.
Perhaps most important is that we will discuss some of the freely available tools that will help and guide you through the Design Thinking landscape. Unlike most speeches, we will give you specific, tangible baby steps to take once you get back to your own work lives.
Three Takeaways
1) Understand the power of Design Thinking
2) Imagine what Design Thinking can do for you
3) Know what tools are available and where to find them
Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
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.
Moderated by Paul Perrotta with Panelists: Michael Rosinski of Astoria Software, Julie Newcome of Ultimate Software, Joe Gelb of Zoomin Software, Ray Gallon of The Transformation Society, Alex Masycheff of Intuillion, Ltd., and Anna N. Schlegel of Net App.
Budgets are tight. Times are lean. But you know you need to improve your Technical Resource Center. You could just hope it happens. Or, you could learn from the lessons of those who have gone before you. In this fast-paced panel discussion, Paul Perrotta will ask a panel of seasoned professionals for advice on how to pitch your ideas and secure funding. The panelists discuss the pitfalls to avoid, and they’ll share approaches, pro-tips, and advice to help you get what you need.
Ryan MacCarrigan’s keynote covers the growing role of Agile Development and Lean in the context of content development and delivery—where complex content is the “product” and the end goal is to shorten cycle times, eliminate waste, or improve measured business outcomes without sacrificing quality or accuracy.
The audience will learn:
How to structure strategic content development in a similar fashion to the Agile product development lifecycle
How the “Build-Measure-Learn” framework of Lean Startup fame can be applied to rapid content testing and delivery
How developing a Lean mindset can help content-driven organizations break down silos and “Fail Fast,” improving overall institutional knowledge.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
My colleague and I managed a team of 5 to 7 writers, using Agile processes to successfully overhaul a Help system for complex genetic sequencing software in just over six months. The approach uses 3 weekly sprints that gets each writer 1) analyzing and identifying gaps in existing content 2) writing and updating content, and then 3) peer editing and revising content. The sprints overlap so that every week each writer is actively writing, peer reviewing and editing content.
Facing deadlines for frequent quarterly releases, we used Excel spreadsheets and OneNote notebooks to record meeting notes, topic TOCs and assignments, rather than a more administrative intensive ticket-based system (such as JIRA). Writers, whose skill levels ranged from junior to senior, learned how to use the software through hour-long question-and-answer group sessions with SMEs.
Attend this session to learn how an agile writing process can help boost collaboration and increase comradeship amongst information developers; decrease the time spent with subject matter experts, and optimize content development.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Designing the content experience revolves around the quality and the quantity of content. Answering questions like what kind of content, how much of it, and where should it be located are prime in a content professional’s mind. In her talk, Eeshita will discuss and share the pillars of content user experience — both quality and quantity. The attendees will learn techniques and processes to enable quality and monitor quantity of valuable content.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Effective page design is often overlooked in the development of technical information. Studies have shown that the visual design of information has an immediate and lasting visceral impact on both credibility and usability. Good page design ensures that information is easy to find, read, understand, and remember. The science of human visual perception and attention provides a foundation for understanding traditional design elements and principles, and how they can be combined to ensure high-quality, effective information development.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Before you’re ready to answer your customers’ questions, you need to ask some of your own: Where is the information leaking out of my content? How can I capture the human intelligence that went into writing the information in the first place? Where does my information development process have too much friction?
Find out how asking and answering these questions can help support your information developers as they create understandable information and actionable intelligence for both humans and bots. Identify your information leaks and learn how to stop them. Learn how to remove friction to stop wasting people’s time and to transform your information development and delivery process. Create the future by leveraging your intellectual property.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Translation Commons is a nonprofit aiming to be an online one-stop community for all information relating to translation and localization. How do you organize content for an entire industry? How do you create a website structure that allows users to find the information they need, even when it’s a needle in a haystack?
Content planning or Information Architecture determines how information is displayed or accessed. For Translation Commons, planning took much longer than development and it was worth every second of it.
The audience will learn of various techniques and methodologies which will help them organize large sets of information.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
The NetApp content strategy team is driving a wide-reaching effort to simplify content creation, sharing, delivery, and content management systems reduction. Anna Schlegel will share how her team is leading an enterprise-wide effort to build a more connected content experience at NetApp with sponsorship at the CEO and SVP level across the entire organization.
In this presentation, attendees learn how to design a corporate content strategy, streamline the content ecosystem, obsolete unnecessary content, and formalize content governance. The key to this effort is selling the value proposition such as reduced cost, reduced complexity, and a better customer experience.
Anna will help you understand how to identify key players, navigate internal politics, and set the stage for content strategy success company-wide. You’ll leave knowing how to set the right goals, create teams, develop leaders, and utilize tracking methodologies.
Takeaways:
1) Setting the stage across the whole company for success
2) Identifying key players and navigating internal politics
3) Identifying the right goals, teams, leaders and tracking methodologies
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
More and more we’re seeing data that indicates we need increased focus on improving our clients’ experience with technical content. But, how do you know what to focus on and where to target first? Introducing a content analytics toolbox that we rolled out to our IBM Cloud content contributors. The toolbox includes a variety of tools that authors can use to identify what content to work on and how to measure content improvements.
This case study shows how we gained adoption of the use of the toolbox, as well as some concrete examples of the tooling and data.
Takeaways:
1) How do I know what to prioritize?
2) How can I prove my content is impacting the business?
3) What are others doing?
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Your customers demand reliable customer service and don’t have time to waste with poor self-serve support portals that contain less helpful content than they should. Many customer service agents suffer from a lack of good warrantied product information and spend a lot of time copying and pasting information from PDFs, emails, and websites. The technology they use seems to be in constant flux yet access to the information they need doesn’t seem to get that much better. There has got to be a better way.
What if there was a better medium for finding, using, and exchanging the highest value content in your organization? Microcontent is a basic building block of good product documentation. When it can be broken out of that content, it can be used in many ways to feed other documents, FAQs, emails, knowledge bases, and even chatbots. Microcontent is also an ideal level of granularity to contribute and curate new source information to be used across the enterprise. So what is it and how does it work to provide a better customer service experience? Attend this session to gain more insight into microcontent and how it can help.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Mayo Clinic’s mobile app serves as both a resource for patients who depend on it for tasks like viewing lab results and making appointments and as a health engagement tool to keep the brand top-of-mind for anyone who might need Mayo Clinic services someday.
In this case study, find out how a Mayo Clinic team converted a huge library of health information to an engaging, mobile-friendly content experience. Learn how core content has been enhanced with hundreds of original visual and editorial pieces – built using a repeatable process geared for high-volume production. Explore how new features like mobile notifications and content search have addressed user needs while driving to new app downloads, now 1 million+ and counting.
Three Takeaways
1) How content can serve as an engagement tool while facilitating transactional tasks and resources
2) Simple curation and metadata strategies for delivering a seamless experience using multiple content sources
3) Tips on creating mobile-first content for short attention spans
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Do you see a problem that is so obvious that everyone should see it, but they don’t? Do you have great data about a pain point for your customers, but don’t know where to go with it? In this session, we’ll talk about project briefs — what they are, and how they can be an invaluable tool for building consensus and getting your stakeholders and teams on board.
In this session, you will learn:
1) How to pull together various data points into a cohesive project brief; 2) How to use a project brief to effectively present the problem/issue; 3) And, most importantly, why a project brief isn’t the right platform for solutioning.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Building a conversational interface that people actually want to use can be tough a process. From understanding what users enter to providing logical responses, there’s a lot to create a successful experience. This presentation provides tips for designing conversational interfaces and the content that powers them. If you’re considering adding chatbots or voice-activated devices to your content delivery strategy, this session is right for you.
Takeaways
1) Tips for designing conversational interface
2) Tips for writing conversational content
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Most chatbots are rule-based. A rule defines that if certain keywords occur in the user’s question, a certain piece of content should be displayed. For example, “if the question includes words ‘replace’ and ‘battery,’ show the topic about replacing a battery.”
While this method is easy and relatively cheap to implement, it covers only simple use cases. It may work perfectly well if the amount of content is small and it’s not frequently updated. But what about a case when the procedure of replacing a battery is different for different product models? Or what if it’s different depending on the user’s role, and there are multiple possible roles and their combinations? You’d have to explicitly add rules for each variation and instruct the chatbot about the questions the user should be asked when information required for a precise and relevant answer is missing in the user’s question.
On top of that, every time you add new content, you have to manually add new rules. In the long run, rule-based chatbots are expensive and difficult to maintain, if the amount of content is significant and it’s frequently updated.
Another approach is to build a knowledge map of the subject domain which would automatically guide the chatbot about the questions the user should be asked, automatically identify semantic metadata of the content, and map the metadata to the knowledge map. This approach would make the chatbot smarter while reducing the maintenance efforts and costs.
In this session, Alex talks about both approaches and sees which approach works better in different use cases.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
It can be difficult to onboard users to new and complex interfaces and workflows. New research shows that images and video enhance understanding and retention of complex information and tasks and can even increase productivity, but software often changes quickly and requires regular updates and localization.
How can we leverage the power of visual communication without having to constantly localize new visual content? Simplified User Interface (SUI) helps you create powerful and useful images to help your users better understand your content while extending its shelf life and often eliminating the need for localization.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Artificial intelligence (AI) is getting lots of attention but one key aspect is often overlooked, understated, or underestimated: the training of the AI through the behind-the-scenes preparation of the data. Getting an AI application to actually do something useful does not happen by magic. Algorithms are in place today, but until the system is taught, it will not produce the results you are hoping for. The more research you do, the more you realize that AI only works when it has the data it needs to spot trends, identify patterns, and provide functionality. No data? No AI. And it can't use just any unstructured data. The data needs to be high-quality data. Yes, it can be messy, but it can’t be poor quality. And depending on the application, the data will require structure and curation. Attend this keynote presentation from Seth Earley, CEO of Earley Information Sciences, to learn how to train your AI, the kinds of data that are needed to make it work, and why intelligent content is vital for artificial intelligence. November 30, 2017
Using your voice to control your world used to be the topic of science fiction, but with recent improvements in speech recognition technology, it’s now become a reality. More and more businesses are introducing voice applications to help their prospects, customers, and employees complete complex tasks more quickly and easily than ever by leveraging the power of the most natural form of human communication: speech. In this session with Carol Valdez, you’ll discover how to identify content challenges that are excellent candidates for voice solutions. November 29, 2017
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
4. Personalization is Key to Digital Experience
“I am a Network Engineer. How do I upgrade
the VM Storage Device in my HCI Platform
and connect it to the Device Manager?
USER INFORMATION:
CRM/SSO profile
Explicit preferences
Prior behavior
Geolocation
CLUSTERING
FILTERING
CLASSIFICATION
ENTITY EXTRACTION
PERSONALIZED RESPONSE
Entitlements and preferences
Search behavior and boosting
Content types
Content recommendations
Personal aggregation of
content
Announcements
Other call-to-actions (surveys,
knowledge contribution…)
NLU
NLP
5. Version
Control
Partners
Portal
Documentation
Portal
Developers
Portal
Support Portal
Knowledgebase
CRM / Case
management
Authoring
Tools
TechDocs
API Docs
Learning &
Training
Community
Posts
KB Articles
Dev Tools
Content Type Content flow Touchpoint
Translation
Management
.com siteWCM/DXM
Typical
Content
Ecosystem:
Current
State
CCMS
Version Control
Support KB
Static PDF
HTML
In-Product
help
Application
Community
UniversityLMS
Community
Platform
User
assistance
platforms
What Comes Next?
6. Support Portal /
Knowledgebase
CRM / Case
management
Authoring ToolsTechnical
documentation
API
documentation
Knowledge
articles
Authoring Tools
Content
type
Translation –
Localization
management
system
.com siteWCM/CXM/DXM
CCMS
Version Control
ECM
Support
Knowledge Base
CMS
UniversityLMS
Community
Community
Platform
Application
User assistance
platforms
Chat bot
Training &
Learning
Community
discussions
In-application
help
Support
tickets
Content
Ecosystem:
Future
State
Product content
orchestration and
personalization
platform
API
Content flow Touchpoint
[Orchestration]
Technical
Documentation
Portal
22. Summary of key requirements:
Content Ingestion
Support Structured
Topic-based
Content
Support localized
content
Support for video
and multi-media
content
Low migration effort
and costs
Support multiple
formats with
consistent
presentation
23. Dynamic Site
Navigation
Cloud-based online
and offline content
Search clustering and
personalization
Ease of configuration
without requiring IT
resources
In-product help
Summary of key requirements:
User Experience
24. Access to content
based on
entitlements and
SSO
Personalized
content
collections
On-demand PDF
generation
Allow for multiple
paths to arrive at the
desired content
Summary of key requirements:
Personalization
25. User ratings and
feedback
Analytics and
Reports
SME content
collaboration
Link to support and
case-management
systems
Branded UX
design
Summary of key requirements:
Engagement and Monetization
26. Integrated Technical Resource Center: The Results
Increased
Self-Service
Improved
Engagement
Increased
Productivity
→ 30% increase in case
deflection and
reduction in support
costs
→ 15% increase in
Customer Effort
Score (CES)
→ 37% increase in
organic search traffic
Available
Covers all functionality
Where you will be!
→ 5x content updates
→ 90% reduction in
content turnaround
Useful
Targeted to match
customer needs
→ 17% increase in
returning users
→ 10x more user
feedback
→ 23% increase in
average session
duration
More
Business
Engaging
Interactive and
personalized
experience
Findable
Search works, finds
what you need
Drives Business
BusinessValue
→ 4% increase in NPS
→ 15% increase CTA
conversion for organic
content promotion
→ 10x more impressions
Few companies cross this point
27. Pinpoint KPIs that decision
makers care about
Building your business case
Return on investments -
How to measure “success”
Outline the priorities of
your organization
Identify the decision makers in
your organization and “path to
success”
How do technical content
delivery platforms impact your
organization
Building a case and making a
compelling presentation
1. 2.
3.4.
5. 6.
Zoomin sees personalization as a key value to customers and a key differentiating part of our technology. Even when we don’t notice it, we’re all used to getting personalized experiences when we go to Google, Amazon, and any other modern web site. However, for some reason, when consuming support and product documentation, we tolerate with the fact that although the company knows a lot about us – it’s not trying to make our life easier by providing targeted experiences based on who I am and what interests me. If you and I will go to the Cisco support site and try to find information – we’ll see the same thing, regardless of what’s our role, which product we own, and what are the actions we have taken before.
So, when an end-user has a question, for example when they’re trying to configure a dashboard, Zoomin can leverage information known about this user to improve his experience. Based on whether the user is anonymous or logged in, we take information from the company’s single-sign-on, customer or employee catalog, the user’s own stated preferences, and past behavior. This information is funneled into a set of algorithms, which filter information the user is not supposed to see or that doesn’t interest him, and attempts to determine which profile the user best falls under and which other users are most like him.
Then, Zoomin provides that user an experience that is best suited for him: the user interface are different between users, the search results returned to you are different, content recommendations such as “Other people liked you also liked this..” or “Here are things we think you will find helpful”, personalized banners and marketing campaigns, and more.
The result – each user gets an experience which best suits them, increasing the chances of engagement and monetization.
Robust content ingestion
Consistency, personalization, and content re-use
Findable content delivered through an innovative user experience
Robust content ingestion
Consistency, personalization, and content re-use
Findable content delivered through an innovative user experience
The result is a significant utilization of the enterprise product content investment – Zoomin helps companies turn their content from useful – to findable, engaging and ultimately one that drives business.
Throughout that journey, Zoomin adds value to the different stakeholders, so that they are motivated to use it:
- USEFUL: Zoomin provides a highly available cloud platform which support continuous deployment of content, allowing the people who write and manage the content to easily publish content with little overhead and reducing content turnaround time.
FINDABLE: by ensuring customers have powerful search and SEO optimized experience, Zoomin helps companies improve self-service, reduce number of support cases and increase customer effort score.
ENGAGING: By providing customers with interactive features such as content recommendations, ability to contribute content and curate personalized content collections, Zoomin helps companies increase retention, promote user feedback and increase average session time.
And once all of that is done – the door to monetization is wide open..