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Customer-Focused Content

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Client Communications and Customer-Focused Content

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Customer-Focused Content

  1. 1. Client Communications ! STC-PMC Chapter Meeting Drexel University November 12, 2014 ! Todd DeLuca
  2. 2. What is Customer Content? Information that a client: • wants to know • needs to know ! Typically, the information is for a specialized or distinct audience - not the general public or an end-user. ! Each deliverable can serve a different purpose (inform, instruct, or persuade).
  3. 3. It’s Still Communication • Relays a message - what they need to know • Fills in Detail - where, what, how, why • Instructs - what to do • Alerts or Warns - important information
  4. 4. What are some examples? Customer Communications ! • Release Notes - summarizes changes • Installation Notes - provides instructions • Administrator Notes - provides configuration • Alerts and Advisories - important news
  5. 5. Tips and Suggestions Gather Feedback ! • Collect comments and suggestions (interviews, surveys) ! Build Relationships - Reach out to customer-facing people (support, sales, or marketing) - Connect with customers (client boards, user conferences)
  6. 6. About the Speaker • Master’s Degree in Tech Comm • Technical Communicator for 15 Years (Software Development) • Manage team of Tech Writers • Active STC Volunteer - Presenter & Speaker - Past Chapter President (Philadelphia Metro) Contact Info ! @TechCommTodd TechCommTodd@gmail.com

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