Trends in Best Practices That Are Driving Improvements in Customer Experience
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1 Trends in Best Practices That Are Driving Improvements in Customer Experience
2 Our Presenters Laura Bellamy Information architect at VMware, Inc. Co-author DITA Best Practices: A Roadmap for Writing, Editing, and Architecting in DITA Focus on content strategy and information architecture for enterprise products DITA XML conversion expert Define DITA XML standard at VMware Explore ways to improve total information experience
3 Our Presenters Chip Gettinger SDL - Vice President, XML Solutions Working with clients to improve customer experiences Adoption of DITA, Component Content Management (CCM) and dynamic delivery Adoption of product content maturity modeling
4 Agenda Understand customer expectations Modern information access Changing role of technical writers Strategic deliverables Creating strategic content
5 Evolving Customer Expectations February 8, 1999
6 Evolving Customer Expectations Satisfaction is relative to what you expect. VS
7 The Reign of PDF is Over Portability Availability Readability Consumability
8 Information with Legs
9 Converging Trends
10 Converging Trends
11 Customer Experience Impacts Aberdeen s research indicates that companies creating documentation that is automatically customizable to various use-cases achieve a 39% increase in customer satisfaction scores and a 16% decrease in inquiries made to customer support organizations. In both cases, this represents over twice the impact achieved by companies without this capability. David Houlihan, Senior Research Associate, Product Content Management
12 Seamless Information Experience
13 Strategic Delivery Formats Portable content Tablet ereaders Mobile devices Engaging content Video Communities and forums Facebook, Twitter, blogs
14 Role of a Technical Writer
15 Role of a Technical Writer
16 Designing Strategic Content
17 Designing Strategic Content DITA source + Stylesheets = Cohesive output
18 Authoring Portable Content Consider format during information planning Just because you could, doesn t mean you should Plan for multiple output formats
19 Authoring Portable Content Consider format during information planning Just because you could, doesn t mean you should Plan for multiple output formats Be aware that format can shape content
20 Device Standards and Functionality VS
21 What Customers Experience Today
22 Interactive Product Content
23 Video: Flash or Substance
24 Hands in the Pot
25 Hands in the Pot Writers Editors Training Support Engineering
26 Paradigm of Topics and Dynamic Publishing Product Variations Variations Of Deliverables Market Segments Variations in Customer Profiles
27 Interactive Customer Experience
28 Tips for Stakeholder Contribution Use the workflow in your CCM system to route content and control quality Investigate SME contribution tools Establish reuse guidelines Use DITA 1.2 constraints and templates Establish a conditional processing strategy Nominate a project manager to coordinate releases
29 Questions?
30 Thank You for Joining Us Coming Attractions: DITA Webinars Oct 13: What s Next for DITA & Tech Docs Nov 1: Powerful Content Creation and Management for XML and DITA: Adobe FrameMaker 10 and SDL Trisoft Registration: DITA Fest and Trisoft User Day Oct 25 & 26 in Santa Clara, CA Details and Registration: View recordings of all webinars in the DITA & the Global Customer Experience webinar series
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