The Three Experiences That Count in Technical Writing

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Presented by

Steve Wiseman

About this talk

Authoring. Reviewing. Customer Experience. How do these three things fit together? And what business impact do they have? Technical writing aims to make the complex simple, accurate, and accessible. The majority of content consumers wish to solve their queries on their own. Making self-service content available to consumers requires deployment of a multi-channel, multilingual, consistently structured knowledge base loaded with useful, easy-to-access, personalized content. Well-designed knowledge bases also serve technical writers’ needs — making the creation and maintenance of technical product content simple and straightforward — an intuitive, easy-to-use interface that supports authoring, reviewing, publishing, updating, and archiving content. Creation of a best-of-breed knowledge base provides a feedback mechanism capable of ensuring that only approved information is available to the people and machines that need it. When we make the authoring process faster, time-to-market is reduced, allowing us to deliver products for sale quickly. When the documentation review process is more manageable, errors are corrected quicker, improving the customer experience. When we enable customers to accomplish tasks independently, they turn to our knowledge base in times of need. Successful technical writers must show decision-makers how all three experiences — authoring, reviewing, and customer experience — are connected. Technical writers are uniquely skilled to deliver on the process. After all - it is far more expensive to gain a new customer than to keep an existing one! Join us for this presentation from Steve Wiseman, product evangelist for the component content management system, Paligo. Attendees will learn: 1) How technical writing is deeply connected to a great Customer Experience 2) Why CX will be the department that dominates every business 3) What technical writers can do to reposition themselves with the key skills to be part of this shift
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