Technical Resource Centers - Enduring Consistency Across the Entire Customer Experience with Val Swisher of Content Rules, Inc.
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To serve and satisfy information-hungry consumers, we need to make changes to the way we organize and deliver technical content to those who need it. A technical resource center is a one-stop shop for product information designed to serve today’s savvy content consumers. Think of it as a modern version of online help, but designed to be useful to both prospects and existing customers alike. Creating a unified product content portal isn’t a new idea, but few organizations have done it right. It’s about time that changed. In this presentation, Val Swisher discusses the characteristics of a modern online technical resource center. She talks about some of the challenges involved in re-thinking how you create, manage, localize, organize, and deliver product content to those who need it. And, she provides a preview of the lessons you’ll need to learn in order to be an agent of change for your organization. Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
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Learn how to assess the current state of your technical support content by looking through the lens of content strategy and content engineering.
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Think of a technical resource center as an online, one-stop shop for information about your products and services. Over time, and done well, a technical resource center can help you grow your business by attracting prospects, while simultaneously working to support and build loyalty and trust with existing customers.
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Learn how to assess the current state of your technical support content by looking through the lens of content strategy and content engineering.
Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions.
Think of a technical resource center as an online, one-stop shop for information about your products and services. Over time, and done well, a technical resource center can help you grow your business by attracting prospects, while simultaneously working to support and build loyalty and trust with existing customers.
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Learn how to assess the current state of your technical support content by looking through the lens of content strategy and content engineering.
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It can be difficult to onboard users to new and complex interfaces and workflows. New research shows that images and video enhance understanding and retention of complex information and tasks and can even increase productivity, but software often changes quickly and requires regular updates and localization.
How can we leverage the power of visual communication without having to constantly localize new visual content? Simplified User Interface (SUI) helps you create powerful and useful images to help your users better understand your content while extending its shelf life and often eliminating the need for localization.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.The Value of Visual Content and the Simplified User Interface with Daniel Fos...
The Value of Visual Content and the Simplified User Interface with Daniel Fos...Information Development World
Getting voice right means understanding the essentials before you get started. This session aims to equip you with a foundational knowledge of conversational design, including the basics of the core technology behind conversational interfaces.
With Lauren Golembiewski, you’ll learn the importance of applying user experience principles to conversational interfaces, gain insight into the value user experience patterns can provide, and you’ll discover how to avoid making the mistakes made by those who came before you. You’ll leave understanding some of the many ways you can use conversational interfaces, and the considerations you’ll need to make before you start designing content. November 29, 2017Introduction to the Elements of Conversational Design with Lauren Golembiewski
Introduction to the Elements of Conversational Design with Lauren GolembiewskiInformation Development World
Mayo Clinic First Aid is a skill developed for Amazon’s Alexa voice service that provides self-care instructions for dozens of everyday mishaps and other illnesses or injuries, such as spider bites, sunburn or stroke. A small team at Mayo Clinic partnered with a voice-first technology developer to adapt existing digital content for a voice interface. With Lee Engfer, you’ll get a start-to-finish overview of the process, including a demo of the skill.
You will learn how the team created the skill using voice-first technology. And you’ll discover how the content is structured and tagged to support conversation. Challenges and lessons learned will also be discussed. November 29, 2017Mayo Clinic First Aid - A New Alexa Skill for Health Guidance with Lee Engfer
Mayo Clinic First Aid - A New Alexa Skill for Health Guidance with Lee EngferInformation Development World
Section 508 of the U.S. Rehabilitation Act of 1973. Section 508 mandates that digital content be accessible to all people, even those with disabilities. Digital content is deemed to be accessible if it can be used as effectively by people with disabilities as by those without. Section 508 lays out guidelines for making content accessible to all. Many of the changes you can make to your content in order to enhance its utility for people with disabilities can provide value elsewhere. For example, making your content more accessible to the vision-impaired can also make your content more accessible and consumable for voice interfaces and chatbots. Attend this session to explore with Joe Gelb how making content accessible to everyone can provide your organization with hidden benefits and aid in the adoption of emerging content delivery channels. Discover how bringing your company's accessibility team into the mix can help you move intelligent assistant projects forward and ascribe greater monetary value to your content. November 29, 2017
Making Content Accessible for Chatbots and Voice Interfaces with Joe Gelb
Making Content Accessible for Chatbots and Voice Interfaces with Joe GelbInformation Development World
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- 2. Technical Resource Centers Ensuring consistency across the entire customer experience
- 3. Content for the Customer Lifecyle DISCOVER EXPLORE BUY USE ASK ENGAGE
- 8. Buy
- 10. Discover Explore
- 13. Buy
- 17. Use Ask
- 21. Ask Engage
- 24. Use Ask
- 37. Ask
- 43. Deliver the Right Content at the Right Time DISCOVER EXPLORE BUY USE ASK ENGAGE
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