Anonymous case study on how migrating to DITA helped a major insurance company to make their policies and procedures easier to use and more readily accessible to their agents. DITA not only supported multichannel delivery to PDF (for Print and Download) as well as a live content server to step through procedures in an interactive interface that includes text to speech, keeping agents focused on their tasks on-line. The key message is that using structured content helped improve search precision and recall – returning relevant portions of large reference documents – even including rows from massive tables. ROI was focused on call center call diversion. The goal was to make Agents independent so the support and underwriting call centers could focus on hard questions and helping to grow business – not answer dumb questions like How To questions about entering data in the system to get a quote.
Patrick is a co-founder of Jorsek LLC, a company primarily focused on it’s flagship product easyDITA. Since beginning with Jorsek LLC in 2005 Patrick has worked on a wide range of projects all focused on improving authoring, production, and distribution of content. Most recently, his primary focus has been perfecting easyDITA and generally advancing the product documentation industry.
Patrick is a software industry professional specializing in developing, productizing, and solving problems with product communications software. He is a highly skilled developer, thoughtful manager, passionate customer advocate.