SDL Proprietary and Confidential

Global Collaboration with Technical Publications

Information Development WorldOctober 23, 2014

Chip Gettinger | VP Solutions | cgettinger@sdl.com | @cgettinger

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Steps Toward Engaged Customer Information Experience

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Engaging Customer Self-

Service

Dynamic Documentation

Delivery

Knowledge Sharing &

Collaboration

Deliver high quality, multichannel and multilingual help

Publish personalized documentation to any

format

Empower content contributors with easy creation and review

SDL Documentation

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Delivering quality product content and user assistance anywhere in the world, in any language, on any device.

Versioning, Link and Variation Management, Creation, Approval

Easy Web-based XML Editor

Structured Wiki for Review Dynamic Contextual Customer

Delivery

SDL LiveContent

Meet The Team

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walt@robot-x.com

Got a tablet month ago

Subscribed to our mailing list

ADAPTIVE TO MY CONTEXTUNDERSTANDING YOUR CUSTOMER IS ABOUT UNDERSTANDING HIS CONTEXT.

52 years old

Field Engineer

Supports a few large customers

Location: New York

Prefers content in English

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Walt engages with lots of different peopleTyler, the senior

writerJulie, Product

Marketing

Derrick, Support Engineer

Mary, Training Department

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Tyler

○ Understands structured content, DITA, and the value of technical communication

○ Tasked with informing customers how to accomplish goals with the product

○ Part of the team that successfully deployed SDL LiveContent

○ Works closely with engineering and field teams

Publications• User Guide• Quick Start• Troubleshooting

Guide

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Derrick

○ Responsible for maintaining the company’s support knowledgebase

○ Tasked with helping customers solve problems

○ Current technology is part of a larger support system

○ Wants an easy way to share content with Tyler’s team

Publications• Disassembly• Self-Service

Knowledgebase• Troubleshooting

Guide

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Julie

○ Understands that the customer buying journey is cyclic

○ Tasked with converting new customers into repeat buyers

○ Ensures the needs of her customers are met with post-sale content

○ Wants to improve process for sharing content for product datasheets

Publication• Product Brief• Whitepaper• Product

Datasheet

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Mary

○ Primarily focused on training tutorials and video content

○ Tasked with helping customers learn about the product

○ Interested in leveraging benefits that Tyler’s team has had with structured content

○ Wants to integrate and blend training content with other publications

Publication• Video

Walkthroughs• Training Tutorials• Certification

Program

9AM: Create

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Demo

○ New product update October 31

○ Tyler coordinating content updates– Identify topics for reuse

○ Review and collaboration with field

10 AM: Distribute

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Demo

○ Tyler publishes update– SDL LiveContent Review and Collaboration

– Kicks off internal review

11 AM: Collaborate

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Pain Points• Is engaging with lots of different people in the organization• Never hears back from the feedback he gave• Never knows when a new version of the documentation is released to the field

Goal #1

Spend as little time as possible providing the same information over and over again

Goal #3

Pain Points

Spend as little time as possible on finding the right information, because he is also using documentation for other components for which he isn’t the expert

• Needs targeted and relevant information on a mobile device• Content searches are not effective• There are too many content platforms to interact with

Goal #2

He wants his insights to spread throughout the organization

• Loses a lot of time giving the same information over and over again.

• Rather wants to fix issues in the documentation himself rather than sending emails

Pain Points

What does Walt care about?

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Walt only wants to give feedback once

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Walt adds a comment

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Everyone can see the comment

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The Tech Pubs Team is notified

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Tyler accepts comment

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Demo

○ Collaboration between Tyler and Walt

○ Resolve missing and erroneous information in content updates

12:30 PM: Revise

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Demo

○ Walt reviews new content, finds a mistake

○ Since he is an SME, he fixes and lets Tyler know

○ He spots other mistakes, but someone needs to research a fix, so he adds a comment

12:40 PM: Datasheet

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Demo

○ Julie reviews new content, finds a mistake

○ Since she is an SME, he fixes and lets Tyler know

12:55 PMKnowledgebase

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Demo

○ Derrick updates a knowledgebase topic with new content

○ Adds a comment for review by Tyler

1:30 PM Review

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Demo

○ Derrick reviews additional comments, makes final corrections and updates

2:00 PM Analytics

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Demo

○ Manager wants Derrick to check status on all comments

○ Readiness to release the product

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Global Customer Experience Management