Julian Murfitt

Responsive Design: Delivering Content-Rich Customer Experiences

Many of the website we browse as consumers provide a customer experience far in excess of those found in the B2B market place. Simply put, when browsing the web, consumers are getting a personalized experience––whether they  want it or not.

Social networking and online shopping sites use various techniques to deliver content or products that are tailored to you. Consequently our natural expectations are changing and yet too few B2B sites meeting this expectation.

So how does achieving this customer experience translate to content? What needs to be considered to deliver content in the same way as those other sites?  This presentation looks at the business case for delivering a more personalized customer experience and provides examples  of how authors can enhance content with metadata in order to facilitate these experiences.

There are times when a completely standalone solution can be delivered. But it is also common that documentation needs to be integrated with an existing web site, and while  needing to keep documentation up to date and in sync, there is a need to integrate with other backend systems. This presentation also explores the relationship between different systems within an organization such as CRM and how they can work together to provide a single coherent solution that is seamless to the customer.


Julian is CEO and co-founder of Mekon Ltd., a systems integration and content strategy consultancy. Originally trained as a mechanical engineer, he worked as a solutions architect during the 1980s. In 1990, Julian formed Mekon to capitalize on the growing demand for technical document solutions. He led the development of the first structured (XML) standard for aeronautical information publications (AIPs) used in civil aviation authorities, along with several large civil aviation documentation projects. Julian is active in the S1000D and DITA communities and is a former council member of the Institute for Scientific and Technical Communicators (ISTC). He was the keynote presenter at DITA Europe 2007 and the 2010 ISTC conference.

Co-Presenting With

Mark Poston