Knowledge Management, great, but what is it?

Gone are the days of books and manuals, and here to stay are the days of multiple sources of information. With it brings new ways to view and understand the knowledge your business holds. We’ve heard that knowledge management is important. Great, step #1 completed. Now, what exactly is it, and why should you care?

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Top 5 Tips When Using Screenshots in Learning Content

A picture is worth a thousand words, right? This couldn’t be more true when it comes to learning. If done properly pictures can help bring meaning and depth to content. While, in thought, taking a screenshot and plopping it into a course sounds easy, it comes with numerous challenges. However, never fear, here are the top 5 tips to keep in mind when using screenshots in your learning content!

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Principles of Excellent Customer Service

In an age of electronics and artificial intelligence that has so drastically changed the process of conducting business, on both a B2B and B2C basis, it is crucial not to forget the importance of excellent customer service.

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Content Creation in the Age of the Internet of Things (IoT)

Imagine getting home from work and your home opens your garage, unlocks your door, lights your way, and appropriately runs the air conditioning. What if your oven gave you dinner recommendations on your mobile? Well…imagine no more! These things are now closer to reality like never before!
Suddenly, static, lifeless objects around us are turning into these “smart”, “artificially intelligent” beings that communicate with each other…and with us.

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Designing Intelligent Content for AI – Part 1

Artificial Intelligence is a hot topic. From intelligent virtual assistants like Google Home and Amazon’s Alexa, to chabots and more, AI as a household discussion is becoming more prevalent. If you haven’t jumped on the bandwagon, however, how do you get your content ready for a future full of AI assistants? And what does this mean for a content developer? The AI industry is evolving rapidly making the voice and text-based user assistance commonplace. Consider it a form of hired help, with each AI assistant providing a different set of skills based on your need.

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What Makes an Effective Portal?

Technical documentation belongs on the web. Unless your product is top secret or your customers can’t access the Internet, you need to make an effort to get your content online. Doing so will greatly increase your customer’s ability to use the product while decreasing the amount of costly support calls made to your support engineers. But simply outputting your dry, stuffy manuals and guides into framed HTML or PDF isn’t enough anymore.

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Developing a Voice for Technical Documentation

More and more, companies are using technical writers to create content for a product using the product voice. “Voice” is a marketing tool that ensures all aspects of the product are easily identifiable – and technical documentation is a big part of creating a product’s voice.

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Capitalize on Your Customer Data

One of the most common mistakes companies make, is assuming that collecting customer data is good enough to improve customer satisfaction. Aberdeen’s recent report, Customer Engagement Analytics: Take the Right Step, Every time, indicates that 95% of businesses struggle with using customer data. That’s surprising, as most businesses collect user data in some format or the other.

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