The Customer Experience Recognition Awards with Andrew Bredenkamp

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This document summarizes the winners of the 2015 Customer Experience Recognition Awards (CERAs) which recognize outstanding contributions to the customer experience made by content developers. It lists the award categories and winners, including Conga for overhauling its support site and Cisco for its use of gamification to drive employee engagement. The document concludes by naming Conga as the overall Best in Show winner for 2015.

Technologie

techwhirl.com
Customer Experience
Recognition Awards
2015

techwhirl.com
Captioning
On Screen & Online
http://bit.ly/121_idw

techwhirl.com
Keynote
Andrew Bredenkamp
Founder & CEO at Acrolinx

The Customer Experience Recognition Awards
(CERAs) recognize outstanding contributions to
the customer experience made by content
developers.
Techwhirl.com

techwhirl.com
Accessibility
Expanding Access

Accessibility
Microlink PC Ltd
Microlink Workplace
Adjustment System –
Mi Case
Created a streamlined
system for Lloyds
Banking Group to solve
internal workplace
adjustment issues.

techwhirl.com
Customer Support –
Technical Communication
Post Purchase

Customer Support –
Technical Communications
Conga
CongaSphere.Com
Overhauled its existing
support site into a
comprehensive,
functionally organized
portal supporting the
customer journey.

techwhirl.com
Employee
Engagement
Internal Initiatives

Employee Engagement
Cisco Systems
Knowledge
Champions League:
Driving Employee
Engagement with
Gamification
Through gamification,
Cisco transformed
engineers’ knowledge
and expertise into
valuable, customer-
consumable content.

techwhirl.com
Information
Discovery
Sales Process

Information Discovery
Juniper Networks
Juniper Networks
Data Center Design
and Architecture
Center
The D&A Center
interactively guides
customers as they build
and evolve their data
center networks.

techwhirl.com
Translation /
Localization
Expanding Access

Translation / Localization
GE Healthcare
Great translation results
from a GREAT Global
Ultrasound Technical
Documentation Team
The GE Ultrasound Tech
Pub team achieved a
critical business
imperative: Facilitate on-
time documentation
/translations.

User Community /
Social Media
Cisco Systems
Cisco Live 2015
Enabled valuable
connections with onsite and
online attendees, fostered a
strong community, and
optimized the conference
experience for everyone
participating onsite, online,
or simply joining the
conversation.

Best in Show 2015
Conga – CongaSphere.com

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Moderated by Paul Perrotta with Panelists: Michael Rosinski of Astoria Software, Julie Newcome of Ultimate Software, Joe Gelb of Zoomin Software, Ray Gallon of The Transformation Society, Alex Masycheff of Intuillion, Ltd., and Anna N. Schlegel of Net App. Budgets are tight. Times are lean. But you know you need to improve your Technical Resource Center. You could just hope it happens. Or, you could learn from the lessons of those who have gone before you. In this fast-paced panel discussion, Paul Perrotta will ask a panel of seasoned professionals for advice on how to pitch your ideas and secure funding. The panelists discuss the pitfalls to avoid, and they’ll share approaches, pro-tips, and advice to help you get what you need.

[Panel] Convincing Your Company to Improve Your Technical Resource Center

Information Development World

Ryan MacCarrigan’s keynote covers the growing role of Agile Development and Lean in the context of content development and delivery—where complex content is the “product” and the end goal is to shorten cycle times, eliminate waste, or improve measured business outcomes without sacrificing quality or accuracy. The audience will learn: How to structure strategic content development in a similar fashion to the Agile product development lifecycle How the “Build-Measure-Learn” framework of Lean Startup fame can be applied to rapid content testing and delivery How developing a Lean mindset can help content-driven organizations break down silos and “Fail Fast,” improving overall institutional knowledge. Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.

Applying Agile and Lean Thinking to Content Development and Delivery with Rya...

Information Development World

My colleague and I managed a team of 5 to 7 writers, using Agile processes to successfully overhaul a Help system for complex genetic sequencing software in just over six months. The approach uses 3 weekly sprints that gets each writer 1) analyzing and identifying gaps in existing content 2) writing and updating content, and then 3) peer editing and revising content. The sprints overlap so that every week each writer is actively writing, peer reviewing and editing content. Facing deadlines for frequent quarterly releases, we used Excel spreadsheets and OneNote notebooks to record meeting notes, topic TOCs and assignments, rather than a more administrative intensive ticket-based system (such as JIRA). Writers, whose skill levels ranged from junior to senior, learned how to use the software through hour-long question-and-answer group sessions with SMEs. Attend this session to learn how an agile writing process can help boost collaboration and increase comradeship amongst information developers; decrease the time spent with subject matter experts, and optimize content development. Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.

[Case Study] Adopting an Agile Content Development Process with Debra Brinson...

Information Development World

Designing the content experience revolves around the quality and the quantity of content. Answering questions like what kind of content, how much of it, and where should it be located are prime in a content professional’s mind. In her talk, Eeshita will discuss and share the pillars of content user experience — both quality and quantity. The attendees will learn techniques and processes to enable quality and monitor quantity of valuable content. Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.

[Case Study] Content User Experience - Quality versus Quantity with Eeshita G...

Information Development World

Effective page design is often overlooked in the development of technical information. Studies have shown that the visual design of information has an immediate and lasting visceral impact on both credibility and usability. Good page design ensures that information is easy to find, read, understand, and remember. The science of human visual perception and attention provides a foundation for understanding traditional design elements and principles, and how they can be combined to ensure high-quality, effective information development. Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.

The Science Behind Good Page Design

Information Development World

Before you’re ready to answer your customers’ questions, you need to ask some of your own: Where is the information leaking out of my content? How can I capture the human intelligence that went into writing the information in the first place? Where does my information development process have too much friction? Find out how asking and answering these questions can help support your information developers as they create understandable information and actionable intelligence for both humans and bots. Identify your information leaks and learn how to stop them. Learn how to remove friction to stop wasting people’s time and to transform your information development and delivery process. Create the future by leveraging your intellectual property. Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.

Forget Artificial Intelligence - Stop Squandering Human Intelligence with Mik...

Information Development World

Translation Commons is a nonprofit aiming to be an online one-stop community for all information relating to translation and localization. How do you organize content for an entire industry? How do you create a website structure that allows users to find the information they need, even when it’s a needle in a haystack? Content planning or Information Architecture determines how information is displayed or accessed. For Translation Commons, planning took much longer than development and it was worth every second of it. The audience will learn of various techniques and methodologies which will help them organize large sets of information. Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.

Organizing Content the Right Way with Jeannette Stewart of Translation Commons

Information Development World

Workshop Part 2: Creating the Future State: Enterprise Content Creation, Structure and Distribution Learn how to plan and implement a future state of enterprise content creation, structure, management, and delivery for a modern technical resource center. Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions. Think of a technical resource center as an online, one-stop shop for information about your products and services. Over time, and done well, a technical resource center can help you grow your business by attracting prospects, while simultaneously working to support and build loyalty and trust with existing customers. Presented November 27-28, 2018, at Quadrus Conference Center for Information Development World 2018.

[Workshop Part 2-4] Driving Toward the Future State with Joe Gelb of Zoomin S...

Information Development World

The NetApp content strategy team is driving a wide-reaching effort to simplify content creation, sharing, delivery, and content management systems reduction. Anna Schlegel will share how her team is leading an enterprise-wide effort to build a more connected content experience at NetApp with sponsorship at the CEO and SVP level across the entire organization. In this presentation, attendees learn how to design a corporate content strategy, streamline the content ecosystem, obsolete unnecessary content, and formalize content governance. The key to this effort is selling the value proposition such as reduced cost, reduced complexity, and a better customer experience. Anna will help you understand how to identify key players, navigate internal politics, and set the stage for content strategy success company-wide. You’ll leave knowing how to set the right goals, create teams, develop leaders, and utilize tracking methodologies. Takeaways: 1) Setting the stage across the whole company for success 2) Identifying key players and navigating internal politics 3) Identifying the right goals, teams, leaders and tracking methodologies Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.

The Value Proposition of Content Strategy with Anna Schlegel, NetApp

Information Development World

More and more we’re seeing data that indicates we need increased focus on improving our clients’ experience with technical content. But, how do you know what to focus on and where to target first? Introducing a content analytics toolbox that we rolled out to our IBM Cloud content contributors. The toolbox includes a variety of tools that authors can use to identify what content to work on and how to measure content improvements. This case study shows how we gained adoption of the use of the toolbox, as well as some concrete examples of the tooling and data. Takeaways: 1) How do I know what to prioritize? 2) How can I prove my content is impacting the business? 3) What are others doing? Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.

Data-Driven to Know We Have Effective Content with Jenifer Schlotfeldt and Co...

Information Development World

Your customers demand reliable customer service and don’t have time to waste with poor self-serve support portals that contain less helpful content than they should. Many customer service agents suffer from a lack of good warrantied product information and spend a lot of time copying and pasting information from PDFs, emails, and websites. The technology they use seems to be in constant flux yet access to the information they need doesn’t seem to get that much better. There has got to be a better way. What if there was a better medium for finding, using, and exchanging the highest value content in your organization? Microcontent is a basic building block of good product documentation. When it can be broken out of that content, it can be used in many ways to feed other documents, FAQs, emails, knowledge bases, and even chatbots. Microcontent is also an ideal level of granularity to contribute and curate new source information to be used across the enterprise. So what is it and how does it work to provide a better customer service experience? Attend this session to gain more insight into microcontent and how it can help. Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.

Leveraging Microcontent for Effective Customer Experiences with Rob Hanna, Pr...

Information Development World

Mayo Clinic’s mobile app serves as both a resource for patients who depend on it for tasks like viewing lab results and making appointments and as a health engagement tool to keep the brand top-of-mind for anyone who might need Mayo Clinic services someday. In this case study, find out how a Mayo Clinic team converted a huge library of health information to an engaging, mobile-friendly content experience. Learn how core content has been enhanced with hundreds of original visual and editorial pieces – built using a repeatable process geared for high-volume production. Explore how new features like mobile notifications and content search have addressed user needs while driving to new app downloads, now 1 million+ and counting. Three Takeaways 1) How content can serve as an engagement tool while facilitating transactional tasks and resources 2) Simple curation and metadata strategies for delivering a seamless experience using multiple content sources 3) Tips on creating mobile-first content for short attention spans Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.

[Case Study] Harnessing Engaging Content for a Richer Customer Experience wit...

Information Development World

Do you see a problem that is so obvious that everyone should see it, but they don’t? Do you have great data about a pain point for your customers, but don’t know where to go with it? In this session, we’ll talk about project briefs — what they are, and how they can be an invaluable tool for building consensus and getting your stakeholders and teams on board. In this session, you will learn: 1) How to pull together various data points into a cohesive project brief; 2) How to use a project brief to effectively present the problem/issue; 3) And, most importantly, why a project brief isn’t the right platform for solutioning. Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.

What's Your Problem? Creating a Project Brief to Build Consensus with Doreen ...

Information Development World

Building a conversational interface that people actually want to use can be tough a process. From understanding what users enter to providing logical responses, there’s a lot to create a successful experience. This presentation provides tips for designing conversational interfaces and the content that powers them. If you’re considering adding chatbots or voice-activated devices to your content delivery strategy, this session is right for you. Takeaways 1) Tips for designing conversational interface 2) Tips for writing conversational content Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.

Building Conversational Interfaces - The Do's and Don'ts with Ondrej Sirocka

Information Development World

Most chatbots are rule-based. A rule defines that if certain keywords occur in the user’s question, a certain piece of content should be displayed. For example, “if the question includes words ‘replace’ and ‘battery,’ show the topic about replacing a battery.” While this method is easy and relatively cheap to implement, it covers only simple use cases. It may work perfectly well if the amount of content is small and it’s not frequently updated. But what about a case when the procedure of replacing a battery is different for different product models? Or what if it’s different depending on the user’s role, and there are multiple possible roles and their combinations? You’d have to explicitly add rules for each variation and instruct the chatbot about the questions the user should be asked when information required for a precise and relevant answer is missing in the user’s question. On top of that, every time you add new content, you have to manually add new rules. In the long run, rule-based chatbots are expensive and difficult to maintain, if the amount of content is significant and it’s frequently updated. Another approach is to build a knowledge map of the subject domain which would automatically guide the chatbot about the questions the user should be asked, automatically identify semantic metadata of the content, and map the metadata to the knowledge map. This approach would make the chatbot smarter while reducing the maintenance efforts and costs. In this session, Alex talks about both approaches and sees which approach works better in different use cases. Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.

When Rule-Based Chatbots Hit the Wall - How to Overcome their Limitations wit...

Information Development World

It can be difficult to onboard users to new and complex interfaces and workflows. New research shows that images and video enhance understanding and retention of complex information and tasks and can even increase productivity, but software often changes quickly and requires regular updates and localization. How can we leverage the power of visual communication without having to constantly localize new visual content? Simplified User Interface (SUI) helps you create powerful and useful images to help your users better understand your content while extending its shelf life and often eliminating the need for localization. Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.

The Value of Visual Content and the Simplified User Interface with Daniel Fos...

Information Development World

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