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2015 LAVACON CALL FOR SPEAKERS

Online Customer Service Marketing:

A Content Strategy

Love Affair

2 © Copyright 2015 EMC Corporation. All rights reserved.

Discover how a passion for helping customers can bring together two unlikely partners (Marketing and Technical Writers) and break all the rules of silo-d content creation in the process.

AGENDA • Content collaboration efforts between technical (post-sales) and

marketing (pre-sales) departments

• How marketing strategies can help solve challenges with technical content curation, content distribution, and UX research

• A social media case study with results and metrics to inspire others

• Insight into social customer service as a new content platform

Lecture session – Planning Track

ONLINE CUSTOMER SERVICE MARKETING A CONTENT STRATEGY LOVE AFFAIR

3 © Copyright 2015 EMC Corporation. All rights reserved.

IN THIS SESSION YOU WILL LEARN:

How re-distributing technical content through new communication channels can help drive new successes

How diverse teams with different objectives can work together to drive a positive user experience (UX)

What infrastructure and tools you need to drive a successful collaborative environment

4 © Copyright 2015 EMC Corporation. All rights reserved.

Nikoletta Vecsei

Niki is a Community Manager at EMC Isilon with a wealth of digital and content marketing experience for start-ups and Fortune 500 companies alike. Originally from Europe, her experience spans across 2 continents.

ABOUT THE SPEAKERS

Kirsten Gantenbein

Kirsten is a Technical Content Strategist at EMC Isilon. She is a microbiologist turned technical writer/editor who loves content strategy and UX research. She has experience in usability testing and technical marketing, and has worked for a variety of technology companies and the University of Washington, Seattle.