Supercharge Your Technical Documentation Value with Knowledge-Centered Service
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 insight for content optimization
* Why the KCS approach helps prioritize your effort around customer needs
* How KCS fulfills Gartner’s recommendations to improve customer experience
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.
RecordedApr 21 202058 mins
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Remote team working has gone mainstream following the Covid-19 outbreak and may be here to stay. Join us for a chat with CJ Walker, founder of Firehead, a digital communication recruitment and training agency based in France, as she outlines why soft skills are so important to make virtual teamwork a success.
Join us for a chat with intelligent content solution designer, Mark Lewis, about the role that technical documentation plays in closing deals and making sales. You'll learn why technical product content should play a supporting role in both marketing and sales and how recognizing the value — and untapped potential — of that content can help you improve the bottom line.
We chat with content strategy consultant, Regina Preciado, about the need to standardize content in order to personalize it. As co-author of the forthcoming book, "The Personalization Paradox: How Standardized Content Leads to Personalized Experiences", Preciado has a lot to say about personalizing content. We'll chat with her about how we can accomplish personalization of our content and provide the content experiences our prospective and existing customers deserve and desire.
We chat with Rob Gillespie about his thoughts on the future of technical communication, the potential death of traditional (and more recent) approaches to content production, and his thoughts about the impact that other changes may have on the world of content production, delivery, and consumption.
Join us for a chat with Don DePalma, founder and Chief Research Officer, CSA Research, about the findings from his firm's 29-country survey of 8,700 B2B consumers. You'll learn why purchasers are less inclined to buy products that lack instructions — or that fail to provide post-sales customer support content — in their preferred language. You'll discover why local-language content leads to a greater likelihood of purchase and stickier post-sales loyalty.
A chat with digital transformation guru, Ray Gallon, about the challenges facing information developers today. Gallon, president of the Information 4.0 Consortium, and co-founder of the Transformation Society, will discuss why he believes the opportunities awaiting information developers are "our time to shine".
We chat with Michael Haggerty-Villa about design systems — what they are, why they are needed, and why information developers should contribute to them. Haggerty-Villa will demystify design systems and help you understand how having a single-source-of-truth and a universal design language can help you create consistent content experiences across all of your information distribution channels.
Multi-product companies have many choices when it comes to selecting a customization framework. The one you choose will allow you to scale content for your product and services offerings easily or face changing your approach at some point in the future.
How do you choose a Customization Framework that makes sense for your company? This webinar will describe 3 common DITA customization frameworks, the advantages and disadvantages of each, and when to consider combining approaches.
Attendees will learn:
1) 3 DITA customization frameworks
2) When to use one approach over another
3) Pitfalls to avoid when implementing your framework
Before e-commerce was mainstream, shoppers could only learn about products hands-on in shops or in catalogs. The physical shelves and catalogs were finite and didn’t change too often. The products and their information were manageable.
Today, businesses are faced with the opportunity and challenges of unlimited space to sell products on the internet. As brands compete for shoppers in crowded marketplaces and the open web, product information and content is strategic. The brands that manage it best will have an edge.
Join Scott Abel, The Content Wrangler, and his special guest, Nate Holmes, product marketing manager at Widen, for a webinar about product information management (PIM).
* Why product information is so important to selling products online
* The challenges of managing data and content about products
* A basic understanding of PIM and it’s business benefits
Join us for a chat with Stuart Culshaw, co-founder of Tech Writers Without Borders (TWWB). Stuart will outline TWWB's mission, share some examples of how technical communicators are coming together to help support the communication needs of nonprofits around the globe, and explain ways that you can get involved.
Content personalization - delivering the right content, to the right person, on the right device, at the right time, in the right language - has become a corporate imperative for companies large and small. According to Infosys, 86% of consumers surveyed indicated that personalized content has some impact on what they purchase and 25% said that personalization plays a large role in their purchases.
And yet, looking at the data, two things stand out: 1) Most companies say that personalizing the customer experience is a critical “must have,” and they have the statistics to back it up. 2) Very few companies believe they are delivering enough personalized content, or deliver it well.
Join Val Swisher, CEO of Content Rules, to learn about The Personalization Paradox. What’s holding these companies back from their personalization goals? And how can you avoid the pitfalls and make your personalization possible with your own enterprise content?
In this webinar, you will learn:
• Why personalized content is imperative to the enterprise
• Why so many companies fail to deliver
• The five dimensions of creating personalizable content
We talk with information development guru, Rob Hanna, about why content creators should focus their efforts on the creation of micro—moments. Hanna will help us understand the role of microcontent — self-contained, atomic pieces of content — in the construction and management of exceptional content experiences.
Technical content is often the most valuable content we have at our disposal, and the most under-utilized. It gets relegated to FAQ sections of our websites and off-site help documentation wikis. In this webinar, technical communication expert, Guiseppe Getto, will share how to leverage your existing technical content and turn it into a robust content funnel that can help you attract, land, and retain consumers who are hungry for this type of information. You'll also receive a ton of resources, including exclusive access to free information from Getto's new book, "Content Strategy in Technical Communication."
We chat with Rahel Anne Bailie, Director of Content at Babylon Health, about the dirty little secrets seldom discussed amongst content industry professionals. A world-renowned content strategy expert, and co-author of the book, "Content Strategy: Connecting the Dots Between Business, Brand, and Benefits", Bailie argues that in order to be prepared for success, we must have a practical and realistic vision of what's possible.
Join award-winning messaging strategist, Brendan Dell, founder of B2H Agency and The Daily Creative, for a one hour webinar covering how and why you should consider adopting a story-driven go-to-market messaging strategy. Dell will share with you the eight elements of a positioning story and will provide tips on how to craft your own. You'll also learn the six questions to ask that reveal if you have a positioning problem.
Brendan Dell is an author of "The 12 Immutable Laws of High-Impact Messaging" and has been called “one of the finest minds working in marketing today.” He and his team at B2H create unignorable tech brands—including Cvent, Expedia Group, UserTesting, Radar First, and other market-leading companies. At the Daily Creative, he shares advice and resources to help creatives level up their life, earnings, and work.
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.
Join Paul Perrotta, The Technical Communication Wrangler, and his special guest, John Baker, Professional Explainer & Content Strategist at Jorsek Inc., makers of easyDITA, for this free one-hour webinar. In this webinar, we’ll explore the Component Content Management System, and we will unpack all the fundamental questions around these systems such as:
1) What is a component content management system?
2) How are they unique?
3) Do you really need one?
4) What criteria should you consider when selecting a system?
We chat with globally recognized content strategist, Noz Urbina, about the roles, relationships, and differences, of content designers, UX writers, and content strategists. Urbina will discuss ways we can improve our work by learning from others in related disciplines and by working to operationalize content production.
Noz Urbina is a globally recognised leader in the field of content strategy and customer experience consultancy. He’s well known as a pioneer in customer journey mapping and adaptive content modelling for delivering personalised, contextually relevant content experiences in an omnichannel environment. He is also co-author of the book “Content Strategy: Connecting the dots between business, brand, and benefits” and lecturer in the Masters Programme in content strategy at the University of Applied Sciences, Graz. In 2013 Noz founded his own consultancy Urbina Consulting and in 2018, co-founded the omnichannel events organisation OmnichannelX.
Join Patrick Bosek, Founder and CEO of Jorsek, Inc., and Scott Abel, The Content Wrangler, for a chat with Ann Rockley, known as the "mother of content strategy." Ann will talk about the capabilities organizations gain by creating structured content. As one of the world's most respected and experienced experts in the field, Rockley will help you understand the business reasons that drive companies to invest in the creation of structured content. If you're looking to convince your organization to move to structured content, you'll want to listen in to this episode of Coffee and Content.
Guest: Kristina Halvorson — Hosts: Scott Abel and Megan Gilhooly
A chat about the role product information with content strategy maven, Kristina Halvorson. Join Scott Abel, The Content Wrangler, and Megan Gilhooly, Vice President of Customer Experience for Zoomin Software, for a discussion about the value of product content and the role it plays in helping us provide exceptional customer experiences.
The single weakest part of any system is the people who use it. People are vulnerable to a wide range of exploits, including social engineering attacks such as phishing, which attempt to fool people into revealing passwords or other sensitive information, to insider threats, where employees take advantage of their position to breach security.
Join me, Scott Abel, The Content Wrangler, and Patrick Bosek, CEO of Jorsek, Inc., for Coffee and Content, a talk show for content professionals. In this episode, we chat with cybersecurity expert, MK Palmore, about cybersecurity risks we may encounter while working from home and how to best protect ourselves.
Palmore is Vice President, Field Chief Security Officer at Palo Alto Networks and has previously served as the leader of the US Federal Bureau of Investigation cybersecurity branch in San Francisco.
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.