Part 1: Assessing the Current State: Needs Analysis and Information Gathering Learn how to assess the current state of your technical support content by looking through the lens of content strategy and content engineering. Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions. Think of a technical resource center as an online, one-stop shop for information about your products and services. Over time, and done well, a technical resource center can help you grow your business by attracting prospects, while simultaneously working to support and build loyalty and trust with existing customers. Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.

1. @SimpleATeamsimplea.com
Assessing the current
state of our content
Day one:

2. @SimpleATeamsimplea.com
Kristen James Eberlein
Lead Content Engineer at [A] - simplea.com
[A] helps make smart organizations even smarter
through the application of content intelligence.
Kris has 20+ years working with structured content
and technical documentation. Experience as an
information developer, project lead, information
architect, tools specialist, and consultant.
She is Chair of the OASIS DITA Technical Committee.
She is committed to developing practical and
innovative content solutions, where complexity is
balanced by concrete business value.

3. @SimpleATeamsimplea.com
SO WHERE ARE
WE TODAY?

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Omnichannel Publishing
PRODUCT ASSETS
VARIANT
S
LANGUAGES PERSONALIZATION CHANNELS
EXPLOSION
DEVICES

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What is the shape and structure of the content? How is the content used?
There are many sources of content in an enterprise company …
Our first challenge
• Product documentation
• Tutorials
• Embedded help
• Product videos
• Product data sheets
• Support Knowledgebase
• Customer forums
• Sales databases
• Training materials
• Class workbooks
• Corporate Website
• Marketing email campaigns

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● Who authors the content?
● What authoring tools are used?
● Where is the content stored?
● Who controls or owns the content?
● Who are the audiences for the content?
IDENTIFY the content

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● Is it structured?
XML?
DITA?
Word with styles?
Markdown?
● What formats can it take?
ANALYZE the content structure

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● Is there embedded metadata?
● Is there external metadata associated
with the content?
● Are there taxonomies? Are they shared?
● Is metadata added to the content after
authoring?
ASSESS metadata associated with the content

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● Where do user go to access the
content?
● Can users read the content in the
format of their choice?
● Do the users have a personalized
experience with the content?
DETERMINE how the content is delivered

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What does the content in your
environment look like?
Consider:
● People
● Tools
● Processes
Discussion

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What has your organization done already
to identify, analyze, and assess content,
and how it is delivered?
Consider:
● People
● Tools
● Processes
Discussion

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Client profile
Client segments
Many content types
Many authors
Many channels
[A] MAKES SMART ORGANIZATIONS EVEN SMARTER
Federal and state
governments
Association
and nonprofit
Healthcare
Financial
services
Publishing and
Education
Large
enterprises
- Content Intelligence Architecture
- Omnichannel Publishing
- Content Systems Integration
- Artificial Intelligence
- Chatbots & Voice
- Personalization
- Automation
- Measure & Value
- Change
- Consulting & Training
Focus Engineering Content Intelligence
Self-Aware Coherent Quantum
Thrive in an
intelligent
world.