“Transforming intellectual capital into a dynamic business asset!”

Helping technology companies leverage their knowledge to drive a quality customer experience AFTER their customers buy—thus establishing the following:

  • User satisfaction.

  • Customer loyalty.

  • Continued revenue.

Customers need to know "How to" use your product or service in the easiest and most efficient way and in as many convenient formats (and languages, if in global markets) as possible. This is of critical importance when your product or service is technically complex. Content creation needs to be automated or manufactured and not hand-crafted. How customers use your content must be measured and analyzed in order to advance your research and development.

It takes strategic planning.

Whether your enterprise needs embedded help files, technical manuals, training tutorials or a knowledge base for the help desk, they all need to align with your business objectives. The best practices for implementation of a knowledge management strategy involves the following:

  • Content audits, gap analysis, evaluation of legacy content and migration.
  • Information architecture and taxonomies.
  • Automation tools, implementation and work-flow processes.
  • Building and training teams in documentation standards.
  • Graphical User Interface (GUI) analysis, experiments and studies.
  • Authoring for both technical and marketing communications.

justSay-IT Technical Communications

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