Vishal is a Content Designer with the Cisco Tech Comms team, where he leads the Customer Listening, Analytics, and Content Quality programs. With over 19 years of experience in content strategy, financial analysis, and value management, he brings a wealth of expertise to his role.

Previously, Vishal worked in Value Analysis and Investment Banking roles, where he honed the art of building compelling and credible business cases through innovative financial analysis.

Holding a Bachelor’s degree in Computer Science & Engineering and a Master’s degree in Business Administration in Finance, Vishal’s educational background and professional experience have equipped him with a unique skill set that helps him excel in his current role.

Quantifying Quality: Navigating the Challenges of Measuring Content Impact

In technical documentation, creating high-quality content is crucial for seamless product experiences. The challenge extends beyond creation—it’s about effectively measuring content quality and impact. This session explores the importance of content quality and innovative evaluation tools and methodologies.

In this presentation we will share Cisco Tech Comms’ journey in developing a comprehensive Content Quality Score, integrating customer feedback and analyzing documentation defects. Discover how we addressed gaps in traditional methods with a customer listening program focused on technical content.

Learn about the value added by technical documentation using self-service and case deflection metrics. Explore the role of web analytics in prioritizing action plans to enhance content quality scores.

Join us to uncover strategies for measuring the unmeasurable, offering insights and practical takeaways for anyone involved in content creation and management within the technical domain.

In this session, attendees will learn:

•  The importance of high-quality content in technical documentation and its impact on user empowerment and product experience.
  
• Challenges in measuring content quality and the necessity of standardizing quality metrics across diverse product portfolios.
  
• How Cisco Tech Comms developed a comprehensive Content Quality Score by integrating customer feedback and analyzing documentation defects.
  
• Innovative tools and methodologies for evaluating content quality, including the implementation of a customer listening program focused on technical content.
  
• The role of web analytics in prioritizing action plans to enhance content quality.
  
• The use of self-service and case deflection metrics to demonstrate the value added by technical documentation.
  
• Strategies for measuring the content performance, providing a holistic view that aligns with customer needs and drives meaningful results.