So much waste, so little strategy: The reality of enterprise customer content
- Presentation
- Content Strategy & Information Architecture
- 06. November
- 10:00 - 10:45 AM (CET)
- Plenum 2
- finished
-
Sarah S. O'Keefe
- Scriptorium Publishing Services, Inc.
Contents
For your customers to effectively use your products and services, it’s critical that technical, learning, and support content are fully integrated across content types. This "enabling" content helps your customers get their work done. Inside your organization, you almost certainly have three (or more!) organizations that are producing this content. Most likely, they each use a content authoring system that is optimized for their specific use case. And those content authoring systems work in isolation.
This is unacceptable.
We need to build out unified content operations so that we can single-source content components in a repository. Content objects such as instructions, definitions, and assessments can then be assembled from this single source of truth. Additionally, we must create shared infrastructure to deliver a unified customer experience; for example, enterprise taxonomy, localization, and design systems.
Unfortunately, we currently don't have a solution for unified content. Instead, we must combine incompatible software systems. This presentation is a call to action to start working on an enterprise content operations approach.
Takeaways
- The current state of software for enterprise customer content
- The challenges of integration across incompatible systems
- A vision of the unified content future
Prior knowledge
General tech comm expertise