tekom - conferences

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

Speaker

Sarah S. O'Keefe

  • Scriptorium Publishing Services, Inc.
Biography

Sarah founded Scriptorium in 1997 to answer a simple question: “How can we use technology to improve content and publishing?” Driven by learning and exploration, she takes pride in providing a meaningful contribution to the world of customer-facing content and beyond. As a pioneer in the content industry, she’s authored several books, and is the driving force behind Scriptorium.