Name: Growing a Customer Support Site Into a ContentOps Pipeline
Start: 2022-10-12T15:00:00Z
End: 2022-10-12T15:00:43.000Z
Location: BrightTALK
Rating: 4.7

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.

Boost your project's success by transforming your most resistant team member into your biggest supporter. During this episode of Let's Talk Technical Documentation, hosted by Dawn Stevens, Amber Swope from DITA Strategies and Dan Schumer from Intuitive Stack will explore the surprising benefits of having a "workplace curmudgeon" and reveal what drives them. You'll walk away with practical strategies to engage these team members and turn their resistance into valuable contributions.

Amber and Dan will explain how these unlikely team members can be crucial in making any project succeed. They'll discuss how challenges can be turned into wins by fostering collaboration and understanding. You'll gain a new perspective on leveraging the unique strengths of every team member, even those who initially seem like obstacles, fostering a sense of empathy and inclusivity.

This session equips you with the knowledge and tools to create an environment where everyone expresses their ideas and feels valued, driving exceptional project results.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Love Your Curmudgeon: Embracing Your Least Likely Partner In Transformation

Rescheduled from October 24, 2024 — Discover the latest trends in technical documentation management and delivery that are setting new standards for customer support experiences. Kevin Nichols, Executive Director of Experience at AvenueCX, brings to light groundbreaking insights from the 2024 B2B Self-Service Technical Documentation Experience survey, conducted in collaboration with The Content Wrangler.

In this engaging one-hour session, you'll learn how leading-edge technical documentation teams are revolutionizing the way product information is managed and delivered. Discover the software platforms making waves, future aspirations driving innovation, and strategies aligning with evolving customer needs. Whether it's exploring cutting-edge content management technologies or delving into effective community engagement tactics, this presentation has something for everyone looking to elevate their technical documentation game.

Kevin will also shed light on the importance of performance tracking mechanisms and analytics businesses use to measure content success and identify growth opportunities. Plus, gain valuable insights into the role of community platforms, user-generated content, and collaboration in enhancing self-service technical documentation.

Coffee and Content is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

How Tech Docs Teams Manage  And Deliver Support Content

Coffee and Content

What happened with personalization in 2024, and what should you be aware of for 2025? We will examine current trends and assess the impact of AI and other technological advances on personalization now and in the future. 

In this session of The Personalization Wrangler, Kevin P. Nichols will provide an overview of:

* The developments in personalization during 2024 and their impact
* Insights into personalization advances and what to expect in 2025
* Analyst predictions

Kevin began his career in user experience, driven by his passion for creating exceptional customer content experiences. He thrives when brand and business experiences align with customer needs. Kevin views content as essential to business initiatives like personalization and omnichannel strategies. His work with large brands has given him insight into effective and ineffective methods. At AvenueCX, Kevin channels his passion for content, working with global brands to enhance their content and customer experiences. He authored "Enterprise Content Strategy: A Project Guide" and co-authored "UX for Dummies." Kevin also chairs the Content Strategy Alliance Best Practices Initiative.

“Let’s Talk Personalization” is brought to you by The Content Wrangler and AvenueCX and sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers. 

Can’t make it? Register, and we’ll send you a link to watch a recording when it’s convenient for you.

Content Personalization: 2024 and Beyond

Unlock the secrets to building and engaging a loyal audience with SubStack, the platform transforming how thought leaders and niche experts share their insights. Join us for a presentation from Sarah Fay, a digital transformation expert and former CEO, who has successfully used SubStack to amplify personal brands and monetize content.

In this interactive online event, Sarah will guide you through SubStack’s features, from blogs and podcasts to email newsletters. Learn essential strategies for launching and growing your presence on the platform, with insider tips that have driven success in the creator economy. Whether you're curious about SubStack’s revenue model or want to streamline your content publishing, this session is designed for you.

We'll also explore resources available to SubStack creators at every stage, from starting out to maintaining a successful publication. Expect actionable insights and inspiration to help you leverage SubStack’s full potential.

Sarah Fay, a leader in digital transformation and AI, has a proven track record of business innovation. As former CEO of Aegis Media North America, she expanded the company’s digital marketing presence and led major acquisitions. She currently chairs the board at Ziff Davis and has held various tech board roles. A former partner at Glasswing Ventures, she’s helped AI startups grow and is a frequent speaker on AI topics. Sarah has been recognized with numerous awards, including “Influential Board Director of 2019” by Women’s Inc.

Can’t attend live? Register to receive a link to the recording for on-demand viewing.

This event is presented by The Content Wrangler and sponsored by Heretto, a powerful CCMS platform for delivering help and API docs in a single customer-friendly portal.

How To Build And Serve An Audience Using Substack

Rescheduled from September 12, 2024. 

Join us for Coffee and Content with Rachel Lee Nabors, a seasoned Fractional Developer Experience Leader, as they unravel the intricacies of the Docs-as-Code approach to software documentation. 

During this episode, you'll discover the advantages and challenges of treating documentation like code. 

Nabors will explain why considering documents as an integral part of the product — Docs-as-Product — is crucial for success in today's fast-paced tech environments. They'll share insights on how adopting a systems thinking perspective can significantly enhance your content production capabilities, making your documentation process more efficient and effective. 

Expect to walk away with a deeper understanding of the Docs-as-Code methodology, equipped with knowledge about its benefits and drawbacks. Whether you're looking to streamline your technical documentation processes or curious about innovative approaches to content creation, this presentation will provide valuable takeaways to help you build better documentation systems.

Can't make it? Register, and we'll send you a link to watch a recording when convenient.

Coffee and Content is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and API documentation in a single portal designed to delight your customers.

The Pros and Cons of Adopting Docs-as-Code

In an era where customer experience reigns supreme, personalizing technical documentation has emerged as a critical strategy for driving sales, enhancing customer satisfaction, and fostering loyalty. Join us for a conversation between Kevin Nichols, The Personalization Wrangler, and Patrick Bosek, CEO and co-founder of Heretto, about the transformative power of individualized technical documentation experiences.

Bosek and Nichols will discuss how organizations are leveraging componentized, semantically rich, intelligent content to power content personalization. This discussion will cover typical approaches to content personalization, including role-based access control, preference-based personalization, and permission-based strategies, providing you with actionable takeaways to implement in your own projects.

Whether you're looking to refine your organization's technical documentation strategy or seeking innovative ways to engage your audience, this session promises to equip you with the knowledge and tools necessary to make a tangible impact. Don't miss out on this opportunity to transform your technical documentation into a powerful asset for your business.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

“Let’s Talk Personalization” is brought to you by The Content Wrangler and AvenueCX and sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and API documentation in a single portal designed to delight your customers.

Personalizing Technical Documentation Experiences

Explore the evolving landscape of technical documentation in the wake of groundbreaking right-to-repair legislation with Kyle Wiens, CEO of iFixit. As 20% of the US population gains legal access to repair their electronics, the implications for tech writers are profound and far-reaching. This pivotal shift not only empowers consumers and independent repair shops but also sets new precedents for manufacturers' documentation practices.

In this insightful one-hour presentation, Wiens will unravel how recent legislative victories are reshaping the way technical documentation is crafted and accessed. Discover the criteria that determine whether a company must make its service manuals public, explore the efforts by manufacturers to comply (or not) with these regulations, and understand the terminology challenges that need addressing to maximize the utility of these laws for consumers.

Moreover, learn about the ongoing battle to extend these rights across the United States and globally. Whether you're a technical writer, content strategist, or simply intrigued by the intersection of technology, law, and sustainability, this session promises valuable insights into making technical information more accessible and useful than ever before.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Impact Of The Right-To-Repair Revolution On Tech Writers

Uncover the transformative power of AI in customer support with Smriti Banijwadkar, Director - Product Documentation at Druva. In this free, 60-minute case study presentation, you'll learn how integrating an AI chatbot can drastically improve customer service response times and overall experience.

Smriti will discuss how data sets fuel effective AI interactions and highlight essential considerations during the proof of concept (POC) phase to ensure a comprehensive AI tool evaluation. She’ll also outline practical steps for successful AI chatbot integration, drawing on real-life insights from Druva’s experiences.

Throughout this webinar, discover how leveraging AI-driven data can provide actionable insights to enhance your support strategies continually. You'll leave equipped with a clear roadmap to launch your AI chatbot, ready to transform customer interactions in your business.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Can’t make it? Register, and we’ll send you a link to watch a recording when it’s convenient for you.

Case Study: Building Our First AI-Powered Support Chatbot

Does "irregardless" drive you up the wall? Do you fret over how people use (or misuse) apostrophes? If so, this lively session is just what you need. 

Join us for a presentation by Anne Curzan, a historian of the English language, linguist, and seasoned English professor. Curzan will discuss the shifts happening in spoken and written English—and whether there's any need to worry. Drawing on her experience as a former member of the American Heritage Dictionary Usage Panel, a writing instructor, and a copy editor, Curzan tackles common usage debates like “who vs. whom,” “less vs. fewer,” “based on vs. based off,” and the classic dilemma “between you and I.” 

You'll walk away with a sharper awareness of how English is evolving and practical tips to become an even more skilled speaker and writer.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and API documentation in a single portal designed to delight your customers.

Terminology Matters: Choosing and Using Your Words Wisely

In our next Let’s Talk ContentOps! webinar, Scriptorium CEO Sarah O’Keefe interviews special guest Alyssa Fox, Senior VP of Marketing at The CapStreet Group. Discover critical enterprise content strategy insights that Alyssa has gathered throughout her journey from technical writer to marketing executive. 

In this webinar, attendees will learn:

* The broader picture of enterprise content operations
* Strategies for integrating technical and marketing content 
* Best practices for using technical content as a marketing asset

Let's Talk ContentOps is brought to you by The Content Wrangler, Scriptorium Publishing, and sponsored by Heretto, a powerful component content management (CCMS) platform for deploying help and API docs in a single portal designed to delight your customers.

Bridging Technical And Marketing Content

During this episode of Coffee and Content, we chat with Jenny Magic, a top-rated speaker and author of "Change Fatigue," about how you can overcome resistance and conquer change fatigue. 

Known for helping leaders earn back employee discretionary effort, Jenny brings her expertise in improving internal projects and boosting employee engagement. 

Learn how to stay resilient, maintain productivity, and foster a positive work environment amidst constant change. Whether you're leading a team or adapting to new processes, Jenny's insights will help you thrive in an ever-evolving landscape. "She really is ✨ magic✨."

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

Coffee and Content is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Overcoming Resistance and Conquering Change Fatigue

Unlock the future of soft skills training with generative artificial intelligence (AI) and discover how it's transforming professional development. Dominik Wever, CEO and Co-founder of Promptitude, will guide you through the innovative world where technology meets human skill enhancement.

In this engaging one-hour session, learn about the cutting-edge technology required to create genAI solutions that elevate learning experiences to new heights. Discover how these advancements make soft skills training not just interactive but fully immersive, using web-based conversational video avatars that mimic real-life interactions.

Dominik will also explore practical steps for customizing life-like avatars with your own content, ensuring a personalized training experience. Moreover, explore how organizations are leveraging virtual reality (VR) to provide immersive environments for practicing soft skills, making learning more effective and memorable.

Join us to find out how you can advance your career by integrating these innovative technologies into your training programs. 

This educational event is brought to you by The Content Wrangler and Promptitude and is sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and API documentation in a single portal designed to delight your customers. 

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

How Artificial Intelligence Drives Soft Skills Training Experiences

In an era where customer experience is king, storytelling has become crucial in creating engaging and effective product information. Join us for a presentation by Alan J Porter, founder and chief content officer at The Content Pool. Porter will cover the role and importance of storytelling within customer experiences powered by product information, such as self-service technical documentation portals.

Porter will share real-world examples and use cases highlighting why storytelling matters more than ever, especially in self-service customer support experiences. You'll learn about the three Cs of storytelling and how to apply them across various functions and purposes to enhance your content strategy. This presentation will equip you with the knowledge to examine content needs from a customer's perspective and identify opportunities for incorporating storytelling techniques in customer-facing self-service content.

Whether you're a content creator, marketer, or product manager, this session promises valuable insights into leveraging storytelling to elevate your customer support experiences. Don't miss out on discovering how to make your product information informative but also compelling and memorable through storytelling.

Can’t make it? Register, and we’ll send you a link to watch a recording when it’s convenient for you.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform for deploying help and API docs in a single portal designed to delight your customers.

Customer-Focused Storytelling For Product Information Developers

Gain insights into the future of knowledge management and customer support during this groundbreaking session on graph-driven retrieval-augmented generation (Graph RAG) powered by the Darwin Information Typing Architecture (DITA). This approach introduces a new and novel model to the industry called DOM Graph RAG, short for Document Object Model Graph RAG.

Join Michael Iantosca, Senior Director of Knowledge Platforms and Engineering at Avalara, and Helmut Nagy, Chief Product Officer at Semantic Web Company, as they unravel the complexities of DITA-powered Graph RAG and demonstrate this innovative solution.

Attendees will explore how structured content is revolutionizing generative AI's capabilities, particularly in delivering accurate answers to self-service customer support queries without falling prey to AI hallucinations. Discover the pivotal role that knowledge graphs play in enhancing information delivery and how DITA can power the creation and upkeep of scalable knowledge graphs. This isn't just theory; you'll gain practical, actionable insights that your team can implement to leverage generative AI applications effectively.

Expect an in-depth review of model construction, solution building, and the theoretical underpinnings that make it all work. Learn how DITA, considered outdated by some, has emerged as a cornerstone technology for neuro-symbolic generative AI, enabling advanced inferencing and reasoning through a state-of-the-art chatbot. This session promises to equip attendees with the knowledge to replicate these cutting-edge approaches within their organizations.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform designed to delight your customers with help and API docs in a single portal.

DITA-Driven Graph RAG For Customer Self-Service Support

Join Eeshita Grover, an experienced content strategy leader, for a free 90-minute online course titled "Key Performance Indicators in ContentOps Management."  This workshop can help you to integrate your content strategy seamlessly with your product strategy to boost the impact and effectiveness of enterprise content.

"Key Performance Indicators in ContentOps Management" will help you zero-in on the metrics that define the success of content strategies. This workshop is designed to empower you to measure, analyze, and interpret key performance indicators (KPIs) that directly impact product adoption and customer engagement.

You will gain an understanding of essential content success KPIs, including but not limited to:

Impact on Product Adoption: Learn to track user actions, such as clicks and purchases, to evaluate the influence of content on buying behavior.

Engaged Time/Dwell Time: Discover the significance of measuring how long visitors stay engaged with your content, indicating content relevance and effectiveness.

Audience Segmentation: Learn to segment audiences for targeted content delivery and improved user experiences.

Visitor Metrics: Analyze data on new and returning visitors to gauge content reach and retention.

Trend Comparisons: Discover how to connect disparate data points and observe emerging trends that inform strategic decisions.

Recirculation Rate: Explore how to monitor users’ content journeys to optimize pathways and enhance content recirculation.

Case Deflection/Self-Service: Learn to measure the effectiveness of your content in enabling self-service capabilities, reducing support overhead, and improving user satisfaction.

Can’t make it? Register, and we’ll send you a link to watch a recording.

Brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

[Workshop] Key Performance Indicators In ContentOps Management

While ContentOps is not yet a top-down corporate strategy, technical communicators can use ambition and opportunities to organically grow a product help site into a corporate ContentOps pipeline. This benefits content creators who can manage content more efficiently and reliably, and it benefits the corporation by helping them leverage content as an asset. 

Join Rahel Anne Bailie, the ContentOps Wrangler, and her special guest, Kai Weber, Lead Technical Writer for Financial and Banking Software at SimCorp GmbH. Kai will draw on his experiences and talk about developing technical communications teams and the value they deliver to match different business strategies, from customer journey leadership to providing content as services. But the focus is always on harnessing structured content into seamless deliveries, based on the content ops paradigm.

"Let's Talk Content Operations" is brought to you by Content, Seriously, and The Content Wrangler.

Growing a Customer Support Site Into a ContentOps Pipeline

Content Operations

Lets Talk ContentOps

Let's Talk ContentOps

#LTCO

#TCOW

Customer Support

Pipeline

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Social Media Marketing

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Marketing Operations and Automation

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Growing a Customer Support Site Into a ContentOps Pipeline

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