Name: How Tech Docs Teams Manage And Deliver Support Content
Start: 2025-01-09T16:00:00Z
End: 2025-01-09T16:01:00.000Z
Location: BrightTALK
Rating: 0

The Content Wrangler Channel covers the people, methods, tools and technologies designed to help you deliver the right information, to the right people, at the right time, on the right device, in the right format and language. Your content is your most valuable business asset. Let us show you how to manage it efficiently and effectively.

Let's Talk Content Operations

Unlock the secrets to building and engaging a loyal audience with SubStack, the platform transforming how thought leaders and niche experts share their insights. Join us for a presentation from Sarah Fay, a digital transformation expert and former CEO, who has successfully used SubStack to amplify personal brands and monetize content.

In this interactive online event, Sarah will guide you through SubStack’s features, from blogs and podcasts to email newsletters. Learn essential strategies for launching and growing your presence on the platform, with insider tips that have driven success in the creator economy. Whether you're curious about SubStack’s revenue model or want to streamline your content publishing, this session is designed for you.

We'll also explore resources available to SubStack creators at every stage, from starting out to maintaining a successful publication. Expect actionable insights and inspiration to help you leverage SubStack’s full potential.

Sarah Fay, a leader in digital transformation and AI, has a proven track record of business innovation. As former CEO of Aegis Media North America, she expanded the company’s digital marketing presence and led major acquisitions. She currently chairs the board at Ziff Davis and has held various tech board roles. A former partner at Glasswing Ventures, she’s helped AI startups grow and is a frequent speaker on AI topics. Sarah has been recognized with numerous awards, including “Influential Board Director of 2019” by Women’s Inc.

Can’t attend live? Register to receive a link to the recording for on-demand viewing.

This event is presented by The Content Wrangler and sponsored by Heretto, a powerful CCMS platform for delivering help and API docs in a single customer-friendly portal.

How To Build And Serve An Audience Using Substack

Boost your project's success by transforming your most resistant team member into your biggest supporter. During this episode of Let's Talk Technical Documentation, hosted by Dawn Stevens, Amber Swope from DITA Strategies and Dan Schommer from Intuitive Stack will explore the surprising benefits of having a "workplace curmudgeon" and reveal what drives them. You'll walk away with practical strategies to engage these team members and turn their resistance into valuable contributions.

Amber and Dan will explain how these unlikely team members can be crucial in making any project succeed. They'll discuss how challenges can be turned into wins by fostering collaboration and understanding. You'll gain a new perspective on leveraging the unique strengths of every team member, even those who initially seem like obstacles, fostering a sense of empathy and inclusivity.

This session equips you with the knowledge and tools to create an environment where everyone expresses their ideas and feels valued, driving exceptional project results.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Love Your Curmudgeon: Embracing Your Least Likely Partner In Transformation

Join Sarah O'Keefe for "Discovering the Basics of DITA with LearningDITA" a free webinar tailored for technical writers who want to learn how to create content in accordance with the Darwin Information Typing Architecture (DITA).

You'll discover the essentials of DITA—what it is, why it's crucial for creating structured content, and how it revolutionizes consistency and efficiency in documentation. By exploring core elements such as topics, maps, and metadata, along with DITA specializations like task, concept, and reference topics, you'll learn why organizations around the globe use DITA to craft modular, reusable content and put it to work.

Attendees will be introduced to the "LearningDITA" — a free, self-paced, online DITA training course. Lessons include exercises, links to additional resources and videos, and quizzes to test your knowledge.  

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you. 

This educational event is brought to you by The Content Wrangler and Scriptorium Publishing is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Discovering the Basics of DITA with LearningDITA

Unpack the complexities of Darwin Information Typing Architecture (DITA) within the nuclear energy sector with Manfred Hammers, a seasoned technical documentation consultant from Rivtec, Inc. Discover how modular content is revolutionizing safety protocols and operational efficiencies in this critical industry.

Manfred will discuss the basics of DITA, highlighting its pivotal role in managing documentation across highly regulated environments. Learn about the unique challenges faced by the nuclear sector and explore flexible solutions that DITA offers to address these issues effectively.

You'll gain insights on enhancing content flexibility, ensuring stringent safety measures, and driving cost-effectiveness through structured content strategies. Whether you're a technical writer, content strategist, or involved in nuclear energy operations, this presentation will equip you with actionable knowledge to transform your content practices.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

Each 60-minute episode of Coffee and Content is recorded live. On-demand recordings are made available shortly after the live show ends.

This educational event is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Putting DITA To Work In The Nuclear Energy Sector

Discover the critical role of structured data as Andrea Volpini, co-founder and CEO of WordLift, dives into the transformative role of semantic content in a post ChatGPT world. We'll chat with Volpini, a pioneer in the field of semantic content optimization, about what he learned  analyzing structured data from 16.9 million websites.

We will discuss the evolution of structured data across various industries including publishing, eCommerce, and local retail businesses. You'll learn embedded markup — structured content — is shaping the future. Leave with a clear understanding of semantic search engine optimization and why now is the opportune moment to invest in it.

This session is designed to arm you with knowledge and strategies to harness the power of structured data for enhancing your business’s online presence and search engine visibility.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

Coffee and Content is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Structured Data Insights: What 16.9 Million Sites Reveal

The quality of your content is the most important factor in how well your artificial intelligence (AI) system performs. The phrase “Garbage in, garbage out” has never been more relevant. Many organizations have years—even decades—of content that may be outdated, inconsistent, inaccurate, or just not suitable for AI.

Join us on the Coffee and Content show for an insightful conversation with global content strategy expert Val Swisher on transforming your content into a valuable asset for AI. She’ll dive into why curating content thoughtfully is essential for training AI effectively, highlighting the power of selecting and refining information to improve outcomes. Val will also provide practical tips for evaluating, cleaning, and organizing content, ensuring it's accurate, relevant, and diverse enough to support AI applications.

In addition, she’ll explain how to create three key training sets—training, validation, and test sets—from your curated content. Each of these sets plays a crucial role in training AI models, enhancing performance, and testing accuracy in real-world scenarios.

Join us to learn how to take your content from “not good enough” to “AI-ready” and unlock the full potential of your AI systems.

— How content quality impacts AI success directly
— Practical ways to curate content for AI
— The purpose of training sets and how to create them

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you. 

Coffee and Content is brought to you by The Content Wrangler and Content Rules and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Why “Good Enough” Content Is No Longer Good Enough

What happened with personalization in 2024, and what should you be aware of for 2025? We will examine current trends and assess the impact of AI and other technological advances on personalization now and in the future. 

In this session of The Personalization Wrangler, Kevin P. Nichols will provide an overview of:

* The developments in personalization during 2024 and their impact
* Insights into personalization advances and what to expect in 2025
* Analyst predictions

Kevin began his career in user experience, driven by his passion for creating exceptional customer content experiences. He thrives when brand and business experiences align with customer needs. Kevin views content as essential to business initiatives like personalization and omnichannel strategies. His work with large brands has given him insight into effective and ineffective methods. At AvenueCX, Kevin channels his passion for content, working with global brands to enhance their content and customer experiences. He authored "Enterprise Content Strategy: A Project Guide" and co-authored "UX for Dummies." Kevin also chairs the Content Strategy Alliance Best Practices Initiative.

“Let’s Talk Personalization” is brought to you by The Content Wrangler and AvenueCX and sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers. 

Can’t make it? Register, and we’ll send you a link to watch a recording when it’s convenient for you.

Content Personalization: 2024 and Beyond

In an era where customer experience reigns supreme, personalizing technical documentation has emerged as a critical strategy for driving sales, enhancing customer satisfaction, and fostering loyalty. Join us for a conversation between Kevin Nichols, The Personalization Wrangler, and Patrick Bosek, CEO and co-founder of Heretto, about the transformative power of individualized technical documentation experiences.

Bosek and Nichols will discuss how organizations are leveraging componentized, semantically rich, intelligent content to power content personalization. This discussion will cover typical approaches to content personalization, including role-based access control, preference-based personalization, and permission-based strategies, providing you with actionable takeaways to implement in your own projects.

Whether you're looking to refine your organization's technical documentation strategy or seeking innovative ways to engage your audience, this session promises to equip you with the knowledge and tools necessary to make a tangible impact. Don't miss out on this opportunity to transform your technical documentation into a powerful asset for your business.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

“Let’s Talk Personalization” is brought to you by The Content Wrangler and AvenueCX and sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and API documentation in a single portal designed to delight your customers.

Personalizing Technical Documentation Experiences

Explore the evolving landscape of technical documentation in the wake of groundbreaking right-to-repair legislation with Kyle Wiens, CEO of iFixit. As 20% of the US population gains legal access to repair their electronics, the implications for tech writers are profound and far-reaching. This pivotal shift not only empowers consumers and independent repair shops but also sets new precedents for manufacturers' documentation practices.

In this insightful one-hour presentation, Wiens will unravel how recent legislative victories are reshaping the way technical documentation is crafted and accessed. Discover the criteria that determine whether a company must make its service manuals public, explore the efforts by manufacturers to comply (or not) with these regulations, and understand the terminology challenges that need addressing to maximize the utility of these laws for consumers.

Moreover, learn about the ongoing battle to extend these rights across the United States and globally. Whether you're a technical writer, content strategist, or simply intrigued by the intersection of technology, law, and sustainability, this session promises valuable insights into making technical information more accessible and useful than ever before.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Impact Of The Right-To-Repair Revolution On Tech Writers

Uncover the transformative power of AI in customer support with Smriti Banijwadkar, Director - Product Documentation at Druva. In this free, 60-minute case study presentation, you'll learn how integrating an AI chatbot can drastically improve customer service response times and overall experience.

Smriti will discuss how data sets fuel effective AI interactions and highlight essential considerations during the proof of concept (POC) phase to ensure a comprehensive AI tool evaluation. She’ll also outline practical steps for successful AI chatbot integration, drawing on real-life insights from her experiences.

Throughout this webinar, discover how leveraging AI-driven data can provide actionable insights to enhance your support strategies continually. You'll leave equipped with a clear roadmap to launch your AI chatbot, ready to transform customer interactions in your business.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management (CCMS) platform to deploy help and API docs in a single portal designed to delight your customers.

Can’t make it? Register, and we’ll send you a link to watch a recording when it’s convenient for you.

Case Study: Building Our First AI-Powered Support Chatbot

Does "irregardless" drive you up the wall? Do you fret over how people use (or misuse) apostrophes? If so, this lively session is just what you need. 

Join us for a presentation by Anne Curzan, a historian of the English language, linguist, and seasoned English professor. Curzan will discuss the shifts happening in spoken and written English—and whether there's any need to worry. Drawing on her experience as a former member of the American Heritage Dictionary Usage Panel, a writing instructor, and a copy editor, Curzan tackles common usage debates like “who vs. whom,” “less vs. fewer,” “based on vs. based off,” and the classic dilemma “between you and I.” 

You'll walk away with a sharper awareness of how English is evolving and practical tips to become an even more skilled speaker and writer.

This educational web presentation is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and API documentation in a single portal designed to delight your customers.

Terminology Matters: Choosing and Using Your Words Wisely

Rescheduled from October 24, 2024 — Discover the latest trends in technical documentation management and delivery that are setting new standards for customer support experiences. Kevin Nichols, Executive Director of Experience at AvenueCX, brings to light groundbreaking insights from the 2024 B2B Self-Service Technical Documentation Experience survey, conducted in collaboration with The Content Wrangler.

In this engaging one-hour session, you'll learn how leading-edge technical documentation teams are revolutionizing the way product information is managed and delivered. Discover the software platforms making waves, future aspirations driving innovation, and strategies aligning with evolving customer needs. Whether it's exploring cutting-edge content management technologies or delving into effective community engagement tactics, this presentation has something for everyone looking to elevate their technical documentation game.

Kevin will also shed light on the importance of performance tracking mechanisms and analytics businesses use to measure content success and identify growth opportunities. Plus, gain valuable insights into the role of community platforms, user-generated content, and collaboration in enhancing self-service technical documentation.

Coffee and Content is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you.

How Tech Docs Teams Manage  And Deliver Support Content

Content Strategy

Customer Experience

Self-Service

Self-Service Customer Support

Customer Support

Technical Documentation

The social media marketing community on BrightTALK is composed of thousands of engaged social media professionals. Learn about social selling, B2B social media and social media marketing for businesses with live and on-demand webinars presented by industry leaders. Fine tune your social media marketing strategy by participating in live webinars and round table discussions.

Social Media Marketing

The marketing operations and automation community on BrightTALK is composed of thousands of marketing automation professionals. Learn and share best practices for marketing campaign analysis, outbound marketing and lead creation with hundreds of on-demand webinars and videos. Increase your engagement and fine tune your funnel management strategy by asking questions during live, interactive webinars with marketing automation peers and industry leaders.

Marketing Operations and Automation

Mobile Marketing

“People generally remember 10% of what they read, 20% of what they hear, 30% of what they see and 50% of what they see and hear.” This final segment, the merging of audio and visual, is what makes webinars and videos a crucial part of any marketing program. The BrightTALK webinar and video marketing community gives you access to webinars and videos on marketing, best practices for video marketing online and tips for creating a successful marketing webinar. Join thousands of marketing professionals exchanging information through on-demand and live webinars and videos.

Webinar and Video Marketing

Search engines are the top driver of traffic to content websites, beating social media by more than 300%. The BrightTALK search engine optimization community is a collection of webinars and videos focused on search engine optimization techniques. Join thousands of professionals in sharing and learning through SEO webinars. Engage the community further by participating in live webinars and obtaining answers to your questions from industry thought leaders.

Search Engine Optimization

The digital content marketing community on BrightTALK is made up of thousands of marketers using rich media and thought leadership content to drive engagement. Join to learn best practices for digital content creation and distribution and explore how content engagement can help you connect with your existing and prospective customers and drive revenue.

Content Marketing

Get powerful marketing insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which marketing strategies and techniques are driving customer and revenue growth.

Marketing

Get powerful e-commerce insights to grow your online transaction volume. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the e-commerce strategies and techniques that drive growth.

E-commerce

The marketing community on BrightTALK is made up of thousands of engaged marketing professionals. Find relevant webinars and videos on marketing strategy, branding and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

The IT security community on BrightTALK is composed of more than 200,000 IT security professionals trading relevant information on software assurance, network security and mobile security. Join the conversation by watching on-demand and live information security webinars and asking questions of experts and industry leaders.

IT Security

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful learning and development insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge in the field.

Learning and Development

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

Human Resources

Get powerful emerging technology insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on technologies like 3D printing, pervasive robotics, natural interfaces, connected everything and cognitive systems.

Emerging Technologies

Get powerful manufacturing insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on strategies and techniques to accelerate production cycles while increasing efficiencies and improving profitability.

Manufacturing

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

How Tech Docs Teams Manage And Deliver Support Content

Presented by

About this talk

More from this channel