If They Know it's Help, We've Failed

Users today don't think about training, customer service, or online help. They just want information, preferably from the company that made the product, that helps them get real work done right away. If they have to negotiate your org chart to get the information they need, you've failed them.

Even if you've got silos, your customer-facing information can't show it. Web, user interface, user assistance, marketing sheets, and customer support all need to be seamlessly integrated. Information needs to flow seamlessly, with fluidity, and it has to be coherent in editorial content, tone, style, look and feel, and usefulness.

In this webinar, we'll look at some ways to do this, applying methods taken from “customer experience” to create “information experience,” and look at a few suggestions for breaking down content silos.

You will learn:

• The difference between our internal perceptions of a company and the customers' perceptions
• Why it's important to think across silos, as part of an overall content strategy
• How technical communications output affects many different parts of a company's operation
• Some methodology to get beyond the walls of our own “technical publications” silos and start to persuade management