Sara Feldman at STC 2018 Summit

1. @SaraContentWise #stc18 #EffectiveContent
How to Craft User-Focused Effective Content
Sara Feldman

2. I’m nervous about how AI will impact my job.
The best time to be a technical writer was...
I feel confident about my impact on company revenue.

4. Goals...
To Do
To Know

5. About Me
Technical Writer
for 10+ years
KCSⓇ
Methodology Content Experience
Manager
Self-Service Support #EffectiveContent

6. Future-Proof Writing Agenda

7. Self-Service is more than break-fix
⇨
“Documentation” has new power
⇨

8. tech-powered interactions
=
content-fueled interactions

11. HBR Augmented Reality Experience by PTC

14. New breed of consumers expect to get exactly what
they want—instantly & effortlessly.

15. An intent-rich moment when a person turns to a device to act on a need
I want to
KNOW
I want to
GO
I want to
BUY
I want to
DO
Micro-Moments

16. Messaging apps
surpassed social
networks in monthly
active users
In 2015

17. Customer interactions
powered by chatbots
By 2020
85%
30%
Web browsing sessions will
happen without a screen

18. Good News!

19. Effective Content
=
Content that accomplishes its intended purpose*

20. Effective Content
=
User-Focused Content

21. User-Focused Effective Content

22. 1. Intent
This is their why.

23. Content experience includes more than content.
2. Usability
Content Format
vs.

24. 3. Findability
Accessible + Relevant
●
●

25. 4. Timeliness
Perfection is the enemy of good enough.
●
●

26. 5. Efficiency
Customer-First Approach
●
●

27. User-Focused Effective Content

28. Optimize Delivery of ALL Content
✓
✓
✓
“Hide the
seams”

29. Smart Microcontent Microcontent
is mighty
content!

30. Tips to Execute One bite at
a time

31. Tech Writing Trend for 2018

32. @mrcruce
@TheContentPool
@joegollner
@aames
@aaranged
@MindTouch

33. Future-Proof Writing Agenda

34. Questions & Comments

35. linkedin.com/in/sarafeldman
Keep In Touch
@SaraContentWise
sarafeldman.com
#EffectiveContent