Hi [[ session.user.profile.firstName ]]

Planning a Path for Success

Technical Communication in high-tech is under pressure to perform—to reduce costs, to innovate, to delight, and to transform. Whatever the name of the division—whether it's Tech Docs, or Tech Pubs, or User Assistance, or Those Writers—it's a safe bet that decision makers do not understand the function or the possibilities that the function might fulfill. A quarterly focus on profit and expense means that budget assumes the most important discussion point, but is that the conversation you want to have?

Success doesn't just happen; you have to plan what you want to do and planning means you must talk to the people in your ecosystem, and listen to what they tell you, and you have to demonstrate that you have heard them and that your plans align with their overall plans. You have to plan to communicate properly—and often—and you have to plan in order to demonstrate that you know your business. Success comes in many different forms and planning is the first step to getting there.

Join Scott Abel, The Content Wrangler, and his special guest, Paul Perrotta, Senior Director of Information Experience / Solutions and Services for Juniper Networks and learn why TechComm is both vital and misunderstood. Topics in the discussion include how showing up at work isn't enough—that you must articulate a vision that aligns with the overall company or divisional goals; and learn why success does not just happen—you must plan for it to make it happen.
Recorded Dec 6 2016 61 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Paul Perrotta, Senior Director of Information Experience for Juniper Networks
Presentation preview: Planning a Path for Success

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • CCMS Foundations May 26 2020 5:00 pm UTC 60 mins
    John Baker, Jorsek Inc.
    Creating DITA content for the first time is exciting! You’ve started creating structured content with incredible potential. But, now that it’s written, you need to actually… manage it.

    In this webinar, we’ll explore the Component Content Management System.

    We'll unpack all the fundamental questions around these systems.

    * What are they?
    * How are they unique?
    * Do you really need one?
    * What criteria should you consider when selecting a system?

    Join us for this webinar and find out if a CCMS makes sense for you and your organization.
  • Escaping from Microsoft Word: Where to Start Apr 28 2020 5:00 pm UTC 60 mins
    Velizar Demirev
    MS Word is the default authoring tool for many organizations. But, what seemed like a great solution is starting to cost you because it lacks the foundational requirements for most technical documentation teams. If you are a current MS Word user looking for alternatives for creating and managing your technical documentation, this is a webinar you’ll want to join.

    In this webinar, learn how to approach a change from MS Word to structured content.

    Attendees will learn:

    ● Some reasons why MS Word can be challenging for technical documentation teams
    ● The benefits of structured content
    ● Developing requirements
    ● Preparing for a successful implementation
  • Coffee and Content: Operationalizing Content Production Apr 23 2020 3:00 pm UTC 30 mins
    Guest: Lucie Hyde; Hosts: Scott Abel and Patrick Bosek
    Join Scott Abel and Patrick Bosek for a lively discussion with PayPal Director of Content, Lucie Hyde about the need for content operations (#ContentOps) — an emerging operational model for content production that helps us reduce inefficiencies and risks, automate repeatable processes, scale up our outputs, and use what we learn to create actionable business insights. We'll ask Lucie why PayPal is moving to this model and why other companies might want to consider doing the same.
  • Supercharge Your Technical Documentation Value with Knowledge-Centered Service Apr 21 2020 5:00 pm UTC 60 mins
    Sara Feldman
    Imagine gaining new business value from the content you already have. Even better, the newly gained value can also improve internal efficiency and customer satisfaction at the same time.

    Knowledge-Centered Service (KCS®) focuses on knowledge as the key asset of an organization. Learn how to incorporate knowledge management principles to capture the collective problem-solving experience and use a double-loop process for demand-driven, continuous improvement.

    Join Paul Perrotta, The Technical Communication Wrangler, and his special guest, content experience manager Sara Feldman. They will talk about how to apply KCS methodology to technical documentation and other content interactions to achieve positive business outcomes.

    [KCS® is a service mark of the Consortium for Service Innovation™.]

    Attendees will learn:

    * Where to seek additional resources for content optimization
    * Why the KCS approach also creates better machine-readable content
    * How to leverage a double loop process to turn content interactions into organizational value

    Sara Feldman is an experienced Technical Communicator focused on customer-centric functions in the software industry. She specializes in Customer Self-Service, Knowledge Management, Knowledge-Centered Service (KCS), and cross-functional Content Experience.
  • Coffee and Content: Plain Language in a Time of Crisis Apr 9 2020 3:00 pm UTC 30 mins
    Guest: Deborah Bosley; Hosts: Scott Abel and Patrick Bosek
    Join Scott Abel and Patrick Bosek for a lively discussion with plain language expert Deborah Bosley about the need for clear, correct, and concise communication during times of crisis. You'll discover some of the common content challenges associated with the coronavirus pandemic and learn ways you can use plain language to ensure your communication doesn't miss the mark.
  • Creating a Voice and Tone Strategy that Wins with Customers Apr 8 2020 4:00 pm UTC 60 mins
    John Caldwell
    Tapping into customer emotion and desire is at the heart of any winning design and content strategy.

    Join Scott Abel, The Content Wrangler, and his special guest, author and Content Design Strategist, John Caldwell, for this free one-hour webinar. Based on his new book on voice and tone strategy, John will lay out the case for the development of strategic content that connects with customers, gains their loyalty, and wins the game against your competitors. John will show you how to do it with a simple set of building blocks, guided by a clear and achievable goal, and then adapt it to you and your customers with a system for flexing how your character talks.
    Leveraging storytelling techniques, John will work his way through some proven frameworks and end with a look at how to roll out and deliver on a new strategy.

    During this webinar you will learn:

    • The value of meaningful and strategic relationships brought to life with character and principles that have the power to connect with people
    • How to develop a strategy that’s built on an easy-to-understand set of building blocks, driven by frameworks for flexing voice and tone
    • How to get buy in from skeptical stakeholders and team leaders who have their own sets of priorities
  • Smash Your Support KPIs by Aligning Your Salesforce and Product Content Recorded: Mar 25 2020 62 mins
    Megan Gilhooly, Elena Nedelcu & Anne Waite
    It’s your job to give people the knowledge they need to use your products. The more effectively customers and employees can solve issues, the more money your organization saves by deflecting support cases and quickly resolving cases.

    Naturally, the most reliable source of product information is your official documentation. So why isn’t it in your Salesforce platform?

    When support teams don’t have access to the content they need, they end up creating their own knowledge bases. Not only does this create a new content silo, but divergent content sources tend to become inconsistent over time. Ultimately, customers suffer as they're forced to navigate multiple content silos and encounter contradictory information.

    Join Scott Abel, The Content Wrangler, along with his special guests, Megan Gilhooly (VP of Customer Experience at Zoomin), Anne Waite (Senior Manager of Knowledge Management at Ping Identity), and Elena Nedelcu (Senior Regional Manager of Technical Support at Ping Identity). They'll talk specifically about the strategy that Ping Identity is implementing to improve self-service and to support the workflow, as well as the data that's being impacted.


    1) Learn how documentation can drive support KPIs
    2) Find out how documentation can improve the customer experience
    3) Learn how documentation can power agent productivity.
  • Expanding DITA Adoption: Moving Beyond Technical Documentation Recorded: Mar 12 2020 61 mins
    Patrick Bosek
    Recently, The Content Wrangler conducted its bi-annual DITA Satisfaction Survey. In the summary report on the survey, more than half (56%) of tech doc teams that successfully use DITA reported other areas of the company who were expressing interest in gaining similar content capabilities.

    Join Scott Abel, The Content Wrangler, and his special guest, Patrick Bosek, Co-Founder and CEO of Jorsek Inc., makers of easyDITA, for a discussion about the expansion of DITA adoption outside of technical documentation teams.
  • DITA Metrics: Selling to Executives Recorded: Mar 11 2020 48 mins
    Steve O'Sullivan, Mark Lewis, Joe Gelb & Scott Abel
    Join Scott Abel, The Content Wrangler, for a discussion with intelligent content experts Mark Lewis and Steve O’Sullivan (Caliper Content Services), and Joe Gelb (Zoomin Software) about the findings from the 2020 DITA Satisfaction Survey. Mark, Steve, Joe, and Scott will propose the collection of metrics that matter — and share proven approaches used by technical communication team leaders to convince executives to support the adoption of the Darwin Information Typing Architecture.

    A copy of the DITA Satisfaction Report will be provided to all registrants.
  • DITA Benefits: Building Capabilities Recorded: Mar 11 2020 39 mins
    Patrick Bosek, Dawn Stevens & Scott Abel
    Join Scott Abel, The Content Wrangler, for a discussion with technical communication content experts, Patrick Bosek (Jorsek/easyDITA), and Dawn Stevens (Comtech Services, Inc.) about the findings from the 2020 DITA Satisfaction Survey. Patrick, Dawn, and Scott will discuss the benefits — including the development of valuable capabilities — realized by technical documentation shops that leverage the Darwin Information Typing Architecture.

    A copy of the DITA Satisfaction Report will be provided to all registrants.
  • DITA Satisfaction: Preparing for Success Recorded: Mar 11 2020 49 mins
    Rob Hanna, Val Swisher & Scott Abel
    Join Scott Abel, The Content Wrangler, for a discussion with content strategy gurus Rob Hanna (Precision Content) and Val Swisher (Content Rules) about the findings from the 2020 DITA Satisfaction Survey. Rob and Val will explore several of the trends uncovered in the report and their impact on satisfaction in technical documentation shops that leverage the Darwin Information Typing Architecture to create technical documentation content.

    A copy of the DITA Satisfaction Report will be provided to all registrants.
  • Create a Simple, Effective Animated GIF in Minutes Recorded: Mar 10 2020 57 mins
    Patricia D'Ambrosio, Pearson Education
    Delivering and updating content can be time-consuming and expensive. According to recent research, users increasingly rely on animation for information. And, the demand for animation is miring many companies in a video swamp.

    But there's a fast, free, and effective alternative that improves ROI and delivers within minutes instead of hours or weeks.

    Join Scott Abel, The Content Wrangler, and his special guest, Pat D'Ambrosio of Pearson Education, for this free, one-hour webinar. Learn why users are demanding animated GIFs. Pat will show you how you can create custom GIFs fairly easily. You will also learn how to develop a template, and Pat will show you a few time-saving tips.


    1) Learn about the research
    2) Learn about a new and free program, and
    3) Pick up tips that will dramatically reduce the costs of providing animation in your content.
  • How to Become a Data-Driven Documentation Team Recorded: Feb 12 2020 62 mins
    Joe Gelb and Lawrence Orin
    In the world of technical communications, there's a lot of talk about content strategy. But what about the data you need to guide the decisions that drive that strategy? Documentation teams continue to deliver high volumes of content, but without meaningful data to gauge their productivity and measure success.

    Armed with the right data, forward-thinking companies are discovering the tremendous impact technical content has on customer enablement, self-service, support, marketing, and sales enablement.

    Join Scott Abel, The Content Wrangler, and Joe Gelb and Lawrence Orin of Zoomin, for this one-hour webinar and Q&A session.

    You'll see innovative examples of how to put data into action, and find out:

    – How to distinguish between useless analytics and actionable insights
    – How to supercharge your documentation team’s efficiency
    – How to demonstrate your impact on the organization and the trickle-down benefits for every other department, from product to marketing to support
  • [Quickinar] What is Structured Content? Recorded: Jan 21 2020 5 mins
    easyDITA and The Content Wrangler
    We demystify structured content — briefly explain what it is, why it's needed, and how it works.
  • [Quickinar] What is DITA XML? Recorded: Jan 20 2020 7 mins
    easyDITA and The Content Wrangler
    Learn what DITA is and why you need it in less than ten minutes.
  • [Quickinar] What is a Single Source of Truth? Recorded: Jan 19 2020 6 mins
    easyDITA and The Content Wrangler
    Learn why it's important to warehouse all of your content assets in a single, shared content repository.
  • [Quickinar] What is a Component Content Management System? Recorded: Jan 18 2020 6 mins
    easyDITA and The Content Wrangler
    We'll teach you what a component content management system is, why you might need one, who uses them, and for what purposes.
  • [Quickinar] What is Content Reuse? Recorded: Jan 16 2020 8 mins
    easyDITA & The Content Wrangler
    How should you reuse content? Copy and paste? Before doing that, consider the long-term health of your documentation. Structured content offers some incredible forms of content reuse that are fast, powerful, and sustainable.
  • [Quickinar] What is Multi-channel Publishing? Recorded: Jan 15 2020 5 mins
    easyDITA and The Content Wrangler
    Learn what multichannel publishing is and how it can help you serve up content on the web, in print, and beyond.
  • [Quickinar] What is Conditional Processing? Recorded: Jan 15 2020 6 mins
    easyDITA & The Content Wrangler
    Conditional processing is a powerful way to hyper-personalize your reader’s content experience. With structured content in a CCMS, content strategists can create reusable components and tag them for multiple audiences.
Content is a business asset worthy of being managed efficiently.
The Content Wrangler Channel covers the people, methods, tools and technologies designed to help you deliver the right information, to the right people, at the right time, on the right device, in the right format and language. Your content is your most valuable business asset. Let us show you how to manage it efficiently and effectively.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Planning a Path for Success
  • Live at: Dec 6 2016 11:00 pm
  • Presented by: Paul Perrotta, Senior Director of Information Experience for Juniper Networks
  • From:
Your email has been sent.
or close