At Information Development World 2018
, attendees can expect an engaging two-part workshop led by Cruce Saunders and Kris Eberlein
, Regina Preciado of Content Rules
, and Joe Gelb of Zoomin Software
. The workshop, “Modernizing Your Technical Resource Center,”
will help participants build an understanding of the underlying patterns that help create exceptional content experiences for customers within a modern technical resource center.
Technical resources can include a range of materials like instructional documents, owner’s manuals, handbooks, troubleshooting guides, and technical specifications, to name a few. These valuable documents come in all shapes and forms, from PDFs and videos to hardcopy booklets and brochures. Traditionally, these materials have only been available to consumers after they purchase a product or service. Today’s consumers, however, frequently seek out technical content prior to making a purchasing decision.
A technical resource center is a centralized place where customers and prospects alike can go online to find information about our products and services. By unlocking this previously inaccessible content, we can both support existing customers and attract new ones.
A successful implementation of a technical resource center requires collaboration from many focus areas within an organization. This workshop will walk participants through the first two key phases for preparing a content ecosystem for a technical resource center implementation — assessing the current state and creating the future state — through the lens of:
Content strategy, presented by Regina Preciado
Content engineering, presented by Kris Eberlein
Content systems, presented by Joe Gelb
Part 1: Assessing the Current State
In Part 1 of this interactive workshop, participants will learn how to assess the current state of their content ecosystem in addition to the people, processes, and tools needed to begin this transformation.
- What is a technical resource center?
- What are some of the common problems with technical resource centers?
- How do I assess the current state of my technical support content?
Part 2: Creating the Future State
In Part 2, participants will learn how to plan and implement the future state of enterprise content creation, structure, management, and delivery for a modern technical resource center.
- What are the necessary steps for preparing for an improved future state of the enterprise content ecosystem?
- What are high-level strategies and recommendations for constructing a technical resource center?
- How do we leverage a technical resource center and intelligent content systems?
To attend this engaging workshop and many more excellent sessions at Information Development World 2018, register today and save your seat. See you there!