The Master Content Model at Mayo Clinic: Aligning Omnichannel Content Workflows
By collaborating to unify schemas across many content repositories serving multiple print and digital endpoints, Mayo Clinic and [A] are establishing a content operating model to empower the market-leading creator and distributor of trusted health guidance and information with orchestrated, sustainable, future-ready, omnichannel content flows. We will dive into how [A] and content developers at Mayo Clinic are leveraging the Master Content Model to build a longer-term solution for the development and management of intelligent content, optimized for delivery to Mayo Clinic’s print and digital channels.
Join Paul Perrotta, sitting in for Scott Abel, The Content Wrangler and his special guests, Jay Maxwell, Senior Director of Health Information at Mayo Clinic, [A]'s founder Cruce Saunders, and Master Architect, Joe Gollner as they demonstrate how content engineering and the application of a Master Content Model can be harnessed to address many of the content challenges faced by larger enterprises:
• Single-channel vs. omnichannel content lifecycle
• Multiple management & authoring tools that are redundant, ineffective, or not harmonized to work well with the other tools in the stack
• Inconsistent content structure resulting in management headaches and disconnected user experiences
• Duplicate content that creates risk of errors
• Author and end-user content findability problems
• Costly conversions between different parts of the workflow, different channels, and different systems
• Content collaboration hampered by organizational silos
• An overview of practical applications of the Model, including optimizing shared resources across authoring groups via a standard structure for all content assets, enabling movement of assets between business units, applications, and published products, eventually, assembling new information products from existing content assets, and positioning content as an organization asset
RecordedAug 22 201861 mins
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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
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.
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.
In a world exploding with content, readers are overwhelmed. Learn how to maximize the impact of your writing by decluttering.
Join Scott Abel, The Content Wrangler, and his special guest, Pat D'Ambrosio of Pearson Education, for this free. one-hour webinar. Pat will guide you on your way to helping your readers clearly understand what you are saying and keep them coming back. Learn to follow the guidelines and learn the art of friendly, minimalist writing that increases accessibility and minimizes cognitive load.
About Pat D'Ambrosio
During her years in search and text analytics, Pat tackled the issues of information overload. Today she is proud to work for Pearson Education, tackling information from the accessibility perspective because it's the right thing to do. Since coming to Pearson, Pat has been able to put her teaching experience and knowledge of learning challenges to work. In writing to a minimalist standard, her team supports the learning challenges of many, which benefits us all.
Your company has invested in purchasing a Customer Relationship Management (CRM) platform, and your colleagues are expecting to add documentation to its knowledge base. But knowledge bases were built for standalone support articles, not complex publications and hierarchical task-based content. So how can you use a CRM to publish your product documentation?
Join Scott Abel, The Content Wrangler, and Lawrence Orin, Product Evangelist & Customer Implementation Expert at Zoomin, to learn how these two types of content can work well together.
Whether you’re a documentation manager, support professional, or CRM user or administrator, here are some key takeaways you’ll gain from this one-hour webinar:
1) Understand the problems of housing product documentation in a typical knowledge base.
2) Help others in your organization understand the differences between support content and product content.
3) Learn how you can have the best of both worlds: a complete docs experience in knowledge bases like Salesforce or ServiceNow.
Wouter Maagdenberg started TXTOmedia to help global organizations to be able to capture the momentum and transform their vast amount of procedures and support content into how-to videos in a professional way based on their existing content and systems. It's single-sourcing taken to the next level.
Join Scott Abel, The Content Wrangler, and his special guest, Wouter Maagdenberg, Founder and CEO of TXTOmedia. Wouter will share do’s and don’ts based on his own experience when creating these videos, and more importantly, Wouter will tell you why you should do this.
About Wouter Maagdenberg
Wouter Maagdenberg is the Founder and CEO of TXTOmedia, software that automates the creation of video and other rich media, based on your existing structured content files, such as DITA and XML. TXTOmedia technology works as an add-on to your existing creation and publishing environment. 'Publish to video' becomes as simple as 'save to PDF.'
This webinar introduces the basics of structured authoring. We will discuss what structured authoring is, how it differs from unstructured writing, the tools you need to support it, and more. If you don’t know what structured authoring is, or if you have lingering questions about the topic, this webinar is for you.
What you will learn:
* The differences between unstructured writing and structured writing
* How to organize structured content
* What a taxonomy is and how to use it
* How structured content separates text from format
* How translation works in a structured environment
Users' minds take shortcuts to get through the day. Usually, they’re harmless. Even helpful. But what happens when they’re not?
Join Scott Abel, The Content Wrangler, and his special guest, David Dylan Thomas, for this free, one-hour webinar. In this talk, David will use real-world examples to identify some particularly nasty biases that frequently lead users to make bad decisions. He will also talk about some content strategy and design choices we can use in our apps, designs, and platforms to redirect or eliminate the impact of those biases. Finally, David will explore our own biases as designers and some methods to prevent our own blind spots from hurting users.
1) Common cognitive biases that influence users’ decision-making in ways that can harm them
2) Content strategy tips and tricks to help users avoid bad decisions based on those biases
3) Ways to avoid having our own biases result in negative outcomes for users
The days of "dumb" content are over. Intelligent (structured) content enables automation and excitement where there was previously manual effort and drudgery. But, have our publishing pipelines adapted to this evolution?
Join Scott Abel, The Content Wrangler, and his special guest, Mike Rice, Customer Success Manager at Jorsek LLC, for this free, one-hour webinar. Mike will take the abstract to the trenches and talk about how to build a publishing pipeline that's appropriate for intelligent content. He will talk about strategy and best practices. Whether you have already implemented structured content or you're still evaluating, you'll find this webinar helpful in learning how to bring your publishing to the next level.
• Reframe your understanding of publishing (it’s more than just a final stage of the content development process)
• Learn what activities to prioritize, how to integrate them in the proper order throughout the publishing process
• Determine if you can expand your content deployment to new audiences and outputs
As we drive towards the future with the content of today, content teams must become familiar with the customer experience factors that drive traffic and loyalty, provide meaningful content performance insights, and lay the foundation for future innovations. Creating an Intelligent Customer Experience also hinges on delivering new structured content along with unstructured legacy content.
Join Scott Abel, The Content Wrangler, and his special guests, Megan Gilhooly, VP Customer Experience at Zoomin, and Cruce Saunders, Founder and Principal at [A], for this free, one-hour webinar. Megan and Cruce will share how to bridge the gaps between structured and unstructured content, using real-world examples and steps that organizations are taking to improve scalability, personalization, productivity, and deliver next-generation customer experiences.
• 5 steps for building an Intelligent Customer Experience
• Content technology and how it impacts operations
• Making content scalable, repeatable, and agile
• How to secure content operations budgets in an enterprise
Organizing data, for most of us, means Excel spreadsheets and folders upon folders. Knowledge graph technology, however, organizes data in ways similar to the brain – through context and relations. By connecting your data, you (and also machines) are able to gain context within your knowledge, helping you to make informed decisions based on all of the information you already have.
So, how can enterprises benefit from this and scale?
Join Scott Abel, The Content Wrangler, and his special guests, PwC Sr. Research Fellow for Emerging Tech, Alan Morrison, and Sebastian Gabler, Head of Sales of Semantic Web Company. Alan and Sebastian will tackle the importance of Enterprise Knowledge Graphs and how these technologies scale business efficiency.
• Application-centric development to data-centric approaches
• How enterprise architects learn how to benefit from knowledge graphs: use cases
• Learn which use cases fit well to which type of graph, and which technologies are involved
• Undersand how RDF helps with data integration.
• What is AI-assisted entity linking?
• Understand data virtualization vs. materialization
The collaboration and review process can often slow your documentation process down to a crawl. Emailing PDF documents to SMEs pressed for time, following up with them multiple times to get feedback, reconciling comments, and getting approvals is time-consuming. Learn how to speed up this process by using online collaboration and review within your tech doc platform.
Join Scott Abel, The Content Wrangler, and his special guest, Stephani Clark, Director of Customer Success at Jorsek LLC, makers of easyDITA for this free one-hour webinar.
A fast Collaboration and Review process:
1) has a workflow that works the way you work
2) allows you to work on content when you can (regardless of how many others are in the file)
3) saves you time by identifying the specific content that needs your feedback
Mark Lewis and Steve O'Sullivan of Caliper Content Services
The idea for DITA Metrics was born over a decade ago. Simple. Use metrics to prove the savings possible using DITA to justify the purchase of a new content solution. But surveys and discussions are saying that content departments are STILL struggling to convince executives to open the purse strings and buy DITA. Why?
Join Scott Abel, The Content Wrangler, and his special guests, Mark Lewis and Steve O'Sullivan, both of Caliper Content Services, for this free one-hour webinar. Mark and Steve will offer an answer and guidance that is based on years of in-the-trenches experience designing and selling content solutions for a variety of industries.
• Learn the basics of content metrics
• Learn about content problems that can be solved using DITA
• Learn how to make executives love DITA
About Mark Lewis
Mark Lewis is a content strategist, content engineer, speaker, author and STC Fellow. He is Co-founder of Caliper Content Services, an intelligent content consultancy. He is recognized throughout the industry for his ability to prove the business case for moving static content to XML and intelligent content. Through design metrics, his approach can prove alignment across content strategy and corporate strategy.
About Steve O'Sullivan
Steve O’Sullivan is the Co-founder of Caliper Content Services, an intelligent content consultancy. As a solutions architect and technical project manager, he designs authoring experiences and solutions that meets the needs of both internal and external audiences. With over 14 years experience, he has tackled complex business environments, needs, and conversations to improve efficiency across content teams. Steven has solved content problems across a variety of industries, from government to oil & gas, with a focus on translation and change management.
Laverne Henderson, Senior Technical Writer for FogHorn Systems
The Documentation Team at FogHorn Systems moved from manual content creation and delivery processes using Markdown and WordPress to an automated process using Lightweight DITA (LwDITA) to author content, GitHub to store content, and Zendesk to publish content.
Join Scott Abel, The Content Wrangler, and his special guest, Laverne Henderson, Senior Technical Writer for FogHorn Systems, for this free one-hour webinar. Laverne will discuss how their team did this and what benefits you can derive from this process.
Attendees will learn:
• Why make the move away from Markdown and toward markup
• How to prepare teams to move to LwDITA
• How FogHorn uses LWDITA, GitHub, and Zendesk to produce documentation
About Laverne Henderson
Laverne Henderson is Senior Technical Writer for FogHorn Systems. From leading, managing, and motivating a global team of writers, where he proposed and implemented a tier 1 CMS and content publishing solution, to being a single person army in a startup, that required out-of-box thinking on a shoestring budget for content authoring and publishing, Laverne Henderson is always looking for the best solution that fits for his team.
Microcontent supports emerging technologies including chatbots and conversational user interfaces. One of the keys to intelligent microcontent is the ability to model content for the intended reader response. DITA goes a long way to modeling for intent, but finer-grained semantics are needed to take us the rest of the way.
Join Scott Abel, The Content Wrangler, and his special guest, Rob Hanna, Chief Information Architect with Precision Content Authoring Services for this free one-hour webinar. This technical session explores the key semantic structures developed by Precision Content to create, manage, and publish with microcontent to both traditional and emerging channels for delivery.
Participants will learn how to architect:
• typed blocks from DITA sections
• process- and principle-type structures, and
• sub-structures for modeling specific intents.
About Rob Hanna
Rob Hanna co-founded Precision Content in 2013 to change the way writers approach structured authoring. Having spent more than a decade helping organizations move to component content management he realized that most organizations need to take a step beyond technology and expert consultants. Without fostering the necessary standards and skills to work in this new media, organizations would continue to stall in their attempt to move to advanced information creation and management techniques, like structured authoring. With this knowledge, he developed the Precision Content® methods, tools, and training. Today, Rob and his team of experts help Precision Content clients make the move to structured authoring as seamless as possible.
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.