FEATURED POSTS

Today, the documentation is so much more than “something that comes with the product”. It is an independent entity, available to users through different channels. It is also the means of communicating with the customers. Here are 5 Ways Zoomin Docs enables you to control the documentation.

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Today, technology pushes the boundaries faster and better than before. In the context of product documentation, it constantly reshapes the way information are delivered. To keep up with and stay ahead of changes, here are ways to make your product documentation updated and useful to users.

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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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June 1, 2016

Now that Tech Comm and Tech Support often manage their own independent knowledge bases, the overlap illuminates questions of ownership. Who owns knowledge? Who owns the knowledge platform(s)? Who owns search methodologies? Who owns the information experience?

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May 17, 2016

Let’s start off with some long overdue myth-busting: the stereotypes that some technical writers have about marketing content – and the people who create it — are flat out wrong. Just as good technical writing is informative and interesting, good content marketing is stylish and substantial. Here are 5 elements of great marketing content that technical writers should adopt.

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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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April 20, 2016

Not only do customers want self-serve support, but they’re increasingly demanding it. As Forrester Research’s Kate Leggett observes: “customers have little appetite for long or difficult service interactions, including navigating arduous interactive voice response (IVR) menus to connect with an agent or waiting in queues to be connected to a phone agent; and are increasingly turning to self-service as the easiest path to service resolution”.

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April 18, 2016

Knowledge portals are the wave towards a more personal and more customized experience. And what empowers knowledge portals is the metadata framework with a scalable content repository or knowledge base. Governance plays the maestro who orchestrates this effort and delivers world-class customer experience.

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March 27, 2016
When Kevin Kyle and Andrea Taylor of RSA, the security division of EMC, went on stage on Wednesday at JiveWorld16, something great happened. Within less than 45 minutes, they showed the audience the way to the next generation of documentation delivery to Jive communities. With the revamping of their community site, Kevin and Andrea soughtRead more >
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March 3, 2016

While the idea of customer communities isn’t new, they’ve migrated in recent years from the brick and mortar confines of club rooms and convention halls, to the virtual landscape of social media platforms and corporate websites. And while this shift has led to some welcome changes – for example, it’s much easier and far less costly to reach customers through a post, tweet or email – it has also triggered some unexpected problems.

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March 2, 2016

Technical writers do much more than craft essential documents that clearly, concisely and competently communicate information to target audiences. They’re also key members of the marketing and sales teams, because their work and words achieve several objectives that are as vital to a company short-term success, as they are to its long-term survival

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March 1, 2016

As with many business approaches that prove to be far more influential and useful than first imagined, the omnichannel concept has its roots in the world of sales. Specifically, businesses were rightfully concerned that their customers – especially online, though in brick and mortar environments as well — were encountering too much friction on their journey from new prospect to raving fan. And so to prevent this, businesses elevated “seamless” and “one-stop” into guiding principles for everything from user experience to sales funnels, and watched as both sales results and customer satisfaction numbers climbed. Everyone went home a winner.

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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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