Archives for product content

Posted by
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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Posted by
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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Posted by
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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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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Zoomin Software