Leading Content Strategy Across an Enterprise with Anna N Schlegel
Join us for Coffee & Content with award-winning author Anna N Schlegel, Vice President, Global Portfolio Lifecycle Management at NetApp. We'll discuss what leadership looks like and how it can impact enterprise content strategy initiatives. You'll learn why NetApp has decided to create the role of Customer Experience Czar to help the firm reach its goal of providing frictionless content experiences. And, you'll discover why creating a customer experience model can help you ensure that other departments and functional areas understand what customer experience excellence looks like.
Coffee & Content is brought to you by The Content Wrangler — and by Jorsek, the makers of easyDITA.
RecordedDec 17 202037 mins
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Join us for a chat with Sarah Winters (née Sarah Richards) about the emerging discipline of content design. You'll learn what it is, what content designers do, and how the role differs from other information development jobs.
The Content Advantage is brought to you by Zoomin Software. Leading brands use Zoomin to help customers and employees find the answers they need, when and where they need them. Zoomin unifies all your product content and makes it available in full fidelity in your doc portal, Salesforce, ServiceNow, and even your product itself. And with actionable analytics into your content, you can continually optimize the knowledge experience.
Guest: Rebecca Schneider; Hosts: Patrick Bosek and Scott Abel
Join us on March 25, 2021, for Coffee and Content with enterprise content strategy maven, Rebecca Schneider. We'll discuss with Rebecca the role of empathy in providing contextually-relevant content experiences and we'll ponder whether it's possible to tag content for empathy, especially at scale. You'll be able to ask questions and share your views on the subject during the show.
Coffee & Content is brought to you by The Content Wrangler and Jorsek, the makers of easyDITA.
Guest: Regina Preciado; Hosts: Patrick Bosek and Scott Abel
Join us on March 11, 2021, for Coffee and Content with content strategy maven, Regina Preciado. We'll discuss the need to invest in the creation of consistently structured images. You'll learn the benefits of creating consistently structured images and discover which expensive content challenges can be overcome by handling images in a more strategic way.
Coffee & Content is brought to you by The Content Wrangler and Jorsek, the makers of easyDITA.
Guest: Val Swisher; Hosts: Megan Gilhooly and Scott Abel
Join us for The Content Advantage talk show for a chat with global content strategy guru, Val Swisher, as we discuss why companies fail at personalization. You’ll discover the role of standardization in the creation of personalized content experiences at scale and you will learn how to avoid the most common personalization pitfalls. We’ll chat with Swisher about some of the lessons she’s sharing in her forthcoming book, "The Personalization Paradox: How Standardized Content Leads to Personalized Experiences.”
The Content Advantage talk show is brought to you by Zoomin Software.
Join us for a chat with Mignon Fogarty, founder of the Quick and Dirty Tips network and creator of Grammar Girl, as we discuss the evolution of grammar rules and word choice guidelines that can confound even the best writers.
Coffee & Content is brought to you by The Content Wrangler and Jorsek, the makers of easyDITA.
When customers search for answers in your service portal or documentation site, they simply expect to find the information they’re looking for. But search isn’t magic – it depends on your site’s ability to recognize relevant content and provide personalized results.
Many companies use Google Analytics to gather basic data like what users are searching for, to what degree, and how long they spend on each page. More zealous teams may rely on a scrappy combination of tools to obtain data that can help them understand how people are using their content.
The problem is that Google Analytics is built for websites – not content portals. Since Google doesn’t actually host your content, and since your content may even live in multiple places, it’s practically impossible to gain the granular insights you need to drive our content strategy.
Join Peggy Sanchez, Senior Technical Publications Manager at Cray (a Hewlett Packard Enterprise company), Shimon Shoval, Senior Product Manager and analytics guru at Zoomin, and Megan Gilhooly, VP Customer Experience at Zoomin.
In this webinar, you’ll learn:
• How Cray uses search insights to validate or disprove assumptions, gauge content success and guide future efforts
• What data you should use to optimize self-service and help users find answers faster
• 5 steps to increasing case deflection by using content analytics

The authors at Eli Lilly’s Global Medical Information team have transformed from traditional authoring to authoring adaptive components of content. The transformation was approached in a pragmatic way starting from changing writing behaviors, streamlining processes, and implementing a new component authoring technology.
Join us for a case study presentation by Cecil Lee, Content Strategy Advisor at Eli Lilly and Company. You’ll learn how the Global Medical Information team worked together to overcome challenges in transformation. You'll also discover how the team's focus on information architecture helped ensure the changes they introduced served the needs of the users, while also providing a positive return on investment to the organization.
This presentation includes:
• A success story of implementing adaptive content creation with an organization and across organizations inside an enterprise
• The role of information architecture in delivering adaptive content which achieved significant results in usability and reusability of content across geographies, channels, and organizations
• Strategies for communicating the value of an intelligent content project to others in your organization
Cecil Lee joined Eli Lilly Medical Information to manage a global team of medical authors in the diabetes business unit and to implement several global technologies on customer relationships and content management. Previously, Cecil's work focused on driving innovation by implementing an adaptive content strategy across products, channels, and geographies at Lilly Medical. This effort kickstarted an enterprise content management movement that expanded to other disciplines, including the clinical and marketing organizations. He is currently leading the Content Intelligence strategy for the marketing organization at Lilly.
This webinar is brought to you by Precision Content Authoring Services.
Guest: Race Bannon; Hosts: Megan Gilhooly and Scott Abel
Join us for a chat with Race Bannon, Senior Director of Applications Information Development at Oracle PeopleSoft, about the impact of bringing together all product content into an online knowledge center. You'll learn what changes the company made to its information delivery strategy and how those changes impacted customers and the company. We'll discuss the beneficial effects Oracle PeopleSoft experienced after providing video documentation alongside traditional text-based user assistance deliverables.
The Content Advantage is brought to you by Zoomin Software. Leading brands use Zoomin to help customers and employees find the answers they need, when and where they need them.
Guest: Carrie Hane; Hosts: Patrick Bosek and Scott Abel
Join us for Coffee & Content with enterprise content strategist, Carrie Hane, for a discussion about the need to systematize and operationalize content production, connecting content to the people, communities, devices, and systems that require it. You'll learn why taking a critical look at how you produce content today is essential to identifying the transformations necessary to provide exceptional personalized omnichannel content experiences at scale.
Coffee & Content is brought to you by The Content Wrangler and Jorsek, the makers of easyDITA.
Guest: John Kearney; Hosts: Megan Gilhooly and Scott Abel
Join us Tuesday, February 2, 2021, to chat with John Kearney about cybersecurity and technical writing. Kearney will share lessons he learned teaching cybersecurity practitioners how to make their communication accessible to others. He'll discuss tactics technical writers can use to create error messages useful to consumers but not to hackers. You'll leave with access to helpful cybersecurity learning aids, and you'll have an opportunity to ask John questions during the show.
Three lucky viewers will win a free copy of the book, "The Language of Cybersecurity," from XML Press and The Content Wrangler.
Guest: Dawn Stevens; Hosts: Scott Abel, Patrick Bosek
Join us for Coffee and Content for a discussion with information development expert, Dawn Stevens of the Center for Information Development Management. In this chat, you'll discover how borrowing concepts from the minimalist movement can help us provide the content of most value to consumers while working to remove any content that distracts consumers or diminishes the value of our content. We'll discuss how to apply minimalism principles to our content development efforts with the aim of creating clutter-free technical content experiences. We'll cover the characteristics of minimalist content, and Dawn will share tips and techniques for assessing what content you should provide (and what content you shouldn't). You'll leave asking not “Does our content spark joy?” but “Does our content spark capability?”
Coffee & Content is brought to you by The Content Wrangler and Jorsek, the makers of easyDITA.
Guest: Cruce Saunders; Hosts: Megan Gilhooly and Scott Abel
Join us for a chat with content engineering expert, Cruce Saunders, as we dive into how the shared semantics in tags, taxonomies, and controlled lists can be used to drive better customer experiences. Mapping content to semantics opens up a whole world of personalization capabilities, and alleviates many internal content management pains. Learn how companies are meeting customers with relevant content, using a shared semantic model. Bring together content and contextual data across multiple platforms in a much more coherent way using in-house semantic standards.
The Content Advantage is brought to you by Zoomin Software. Leading brands use Zoomin to help customers and employees find the answers they need, when and where they need them.
Guest: Lee LeFever; Hosts: Patrick Bosek and Scott Abel
Join us for our twice-monthly talk show, Coffee and Content, Tuesday, January 14, 2021, when we chat with explainer-in-chief, Lee LeFever, founder of Common Craft. We'll discuss how using tools like the "explanation scale" can help us identify and diagnose explanation problems. LeFever will introduce an explanation framework featured in his book, "The Art of Explanation," and share some ideas designed to help us avoid the common explanation challenges, including the "curse of knowledge" and the "gap of understanding." You'll leave with concrete ideas to improve the explanations you create.
Coffee & Content is brought to you by The Content Wrangler and Jorsek, the makers of easyDITA.
For writers who work in Agile software companies, it can be tough to carve out a place in the overall process. How do companies share writers as specialists across several development teams? How do technical writers function as members of Scrum or Kanban teams? Does it work?
Shannon McCue, Manager of Technical Communications at Aristocrat, gives you the top 4 pros and cons of working as embedded writers on multiple development teams, and explains the top 4 pros and cons of removing those writers from development teams to form a more efficient Agile technical writing team.
A technical writing veteran of 25 years, Shannon McCue is a manager, editor, and leader with a strong track record in creating thorough, usable documentation. At her current company, Aristocrat Technologies, Inc., she manages a technical writing team that writes casino video gaming documentation while immersed in the Agile framework. Over the last eight years, she has become more focused on process improvements, especially Scrum and Kanban methods, and how they can work for or against technical writers.
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.
Leading Content Strategy Across an Enterprise with Anna N SchlegelAnna N Schlegel, Patrick Bosek and Scott Abel[[ webcastStartDate * 1000 | amDateFormat: 'MMM D YYYY h:mm a' ]]37 mins