Archives for Joe Gelb

Posted by
November 3, 2016

knowing that consistency is a big (if not the biggest) key for customer delight is one thing. Actually embracing this truth and bringing it to life is a much harder challenge, because despite their hard work and substantial investments in everything from training to technology, most companies have been struggling for years to achieve consistency with respect to a massive piece of their customer communication puzzle: product documentation. While each company is unique, generally speaking here are the biggest 5 obstacles they face on the road to consistent product documentation

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July 11, 2016

While much has changed on the business landscape over the last several years, McKinsey & Company has confirmed a customer service truism that is as valid today, as it was long before the web was born: consistency is vital for making customers happy. However, despite investing significantly in training, technology and techpubs collateral, many companies are discovering that their efforts to deliver a consistent customer experience are being undermined in the last place they expect: their very own documentation portal.

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June 6, 2016

Let’s face it: the advice that companies should lean forward and engage their customers isn’t groundbreaking. However, what is new, is the advice that companies should look beyond conventional departments and teams — typically sales, marketing and customer service – and close the gap with customers through an asset that has not been viewed as a major piece of the customer engagement puzzle: product documentation.

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May 2, 2016

Online social communities are far more than a group of people with common interests. They’re a valuable target audience that is primed and eager to interact, collaborate, and share information about your organization – but only if they have the means and material to do so. And that’s where your product documentation enters the picture and makes all the difference.

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February 28, 2016

For companies with numerous product lines, multiple target markets, and overall complex product documentation needs, the shift towards intelligent content is clearly a step in the right direction – regardless of whether they are using DITA, HTML or proprietary solutions (e.g. Framemaker, Flare, etc.). Not only does it dramatically reduce development, review, translation and maintenance costs, but it is a major win for technical writers who can invest their time adding value – and less time rewriting content.

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