Joe Gelb has more than 20 years of experience helping enterprises implement, maintain, and capitalize on structured content. At Zoomin, he has spearheaded the development of advanced technology solutions for digital experience. Prior to founding Zoomin, Joe was the CTO at Live Linx, a leading provider of software and system integration services for technical product information, where he designed and implemented solutions for aerospace, defense, manufacturing and high-tech companies. Joe holds a degree in Mechanical Engineering from Stevens Institute of Technology.
Documentation Has Value? Prove It.
Co-presented with Lawrence Orin.
Technical documentation has traditionally been considered a cost center for product development, sandwiched somewhere between training and support. Forward-thinking companies are increasingly discovering the tremendous impact technical content has on critical functions, such as customer enablement, self-service, support, marketing, and sales enablement. Now, armed with the right data, you can prove it. In this session, we’ll explore how you can measure effectiveness, productivity and impact. We distinguish between useless analytics, scorecard analytics, and metrics that provide actionable insights.
Live Demo: Watch the Siloes (and Support Cases!) Melt Away
Co-presented with Rick Teplitz.
What do you do when you create an amazing recipe for world-class customer support through content? You hand it down!
In this session Rick and Joe will walk you through the evolution of Imperva’s content strategy that transformed a ragtag mashup of disparate content in various formats, spread across a number of locations and managed by various teams, into a single, central entity indexed, publicly available and easy to use. They will show you how Imperva defined a single taxonomy across our expanding product base and integrated SEO principles to transform our new public documentation portal into a top company web asset with the second highest amount of traffic in the organization.