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SDL Proprietary and Confidential
Global Collaboration with Technical Publications
Information Development WorldOctober 23, 2014
Chip Gettinger | VP Solutions | [email protected] | @cgettinger
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2
Steps Toward Engaged Customer Information Experience
Aw
are
Str
uctu
red
Colla
bo
rative
Tra
nsfo
rmative
Enga
gin
g
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3
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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4
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
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Meet The Team
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6
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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7
Walt engages with lots of different people
Tyler, the senior
writer
Julie, Product
Marketing
Derrick, Support
EngineerMary, Training
Department
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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
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10 AM: Distribute
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15
Demo
○ Tyler publishes update
– SDL LiveContent Review and Collaboration
– Kicks off internal review
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11 AM: Collaborate
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What does Walt care about?
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18
Walt only wants to give feedback once
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Demo
○ Collaboration between Tyler and Walt
○ Resolve missing and erroneous information in content
updates
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12:30 PM: Revise
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25
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
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12:40 PM: Datasheet
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27
Demo
○ Julie reviews new content, finds a mistake
○ Since she is an SME, he fixes and lets Tyler know
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12:55 PMKnowledgebase
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29
Demo
○ Derrick updates a knowledgebase topic with new content
○ Adds a comment for review by Tyler
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1:30 PM Review
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Demo
○ Derrick reviews additional comments, makes final
corrections and updates
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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