Track: Tools and Technology

Brenda Huettner
P-N Designs, Inc

You see it all the time: a company offers a Free! product that does exactly what you need. But free often comes with associated costs of one kind or another.

During this session, Brenda Huettner will go over some of the most common types of expenses associated with free (such as time, effort, portability, expertise required, licensing issues, and compatibility). She’ll talk about the types of “free,” and look at open source, ad-supported, and limited-functionality models. She’ll also take a close look at some popular free programs to evaluate first hand what they might really cost you and your company.

Kathy Wagner and Melissa Breker
Content Strategy Inc.

Your customer’s experience doesn’t begin or end with your content. It’s simply one touch-point of many. By understanding the entire customer journey, you’re better equipped to provide the right content at the right time and in the right place to meet both user and organizational needs.

We’ll show you how you can use customer journeys to identify user-focused content requirements and understand how content supports a larger user experience. We’ll discuss content considerations at each journey stage and identify ways that content can encourage users to progress through their journey.

In this session, attendees will learn:

  • Six different aspects of content to consider when mapping content to customer journeys
  • Four steps to creating, visualizing, and using content mapping.
  • Three ways to gain quick wins with content

There has been much debate as to the merits of using Word, or Word-like editors, by occasional content contributors to author DITA.

Some may argue that it doesn’t make for a practical proposition, as there is inevitably a trade-off between ease-of-use and the support of a meaningful DITA tagset. Others might be concerned that Word-like editors cannot be sufficiently constrained for use by the occasional contributor who has no knowledge of DITA or its complexities, while template approaches can often prove to be too inflexible for use at the enterprise level.

Drawing on the results of customer research recently undertaken by Stilo, as well as demonstrating latest product developments including AuthorBridge, this presentation will seek to explain how the gatekeepers of enterprise content management systems can ensure that only high-quality DITA is submitted by SMEs, as they continue to use their everyday authoring tools.

Liz Fraley
Single-Sourcing Solutions

So many tools to choose from! So many messages from so many vendors.  Everyone saying they are the right one! One size does not fit all and one solution is not right for everyone! How could it?! How do you find the right one for you?

You need to be able to evaluate tools from a balanced, objective point of view. In this session, Liz Fraley will share strategies, benchmarks, and questions that she’s
used (and seen used) over the years, so you will have something in your back pocket to help you choose the tool that’s best for you, your company, and your

People always ask, “Liz, how do I choose?” She’s helped teams choose tools for small companies, big companies, and been on selection committees at giant
global enterprises. There’s no one answer that’s the right answer for everyone. It depends on staff, resources, skills, and even company culture.

Robert Kennedy
CA Technologies

Gone are the days of static, bulky, expert-written, and “authorized” content. Information consumers are global and more connected. More frequently, they rely on communities instead of static help, manuals, and knowledge bases.

Wikis are used by internal teams to collaborate on content, but are rarely used to collaborate with users and community members. CA Technologies’ community-based wiki platform blends authorized content, knowledge bases, and community interaction into a single entity. The platform efficiently provides authoring, review, translation, and delivery. Ratings, comments and blogs are combined with forum threads and gamification.

Attendees will learn:

  • How CA Technologies is re-engineering their content to be more accessible on a wiki
  • The architecture and processes that drove this innovation
  • What you need to know to begin a project like this
  • Data related to acceptance and how it’s driving the next level of innovation