CIDM Matters

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CIDM Matters is an electronic newsletter published on the 1st and 15th of every month. Browse these articles published in CIDM Matters or subscribe to the newsletter by selecting the “Join Us” option on the navigation bar.

When Do We Visualize Content?

Rekha Raman and Macy Douglas, ServiceNow
April 15, 2021

According to the Institute for the Future, cognitive load coping, which is defined as our ability to discriminate and filter information of importance, is one of the most valuable skills needed to manage information coming at us from all directions. We have new technologies that continuously improve the quality of our lives — whether it is at work or at home — and we need to keep pace with them.

Here at ServiceNow, we automate workflows to make work, work better for people. We recently launched a product, Workforce Optimization for ITSM, that enables managers to manage and maintain the productivity of their workforce from a single location. […]

CIDM Sponsor Profile – Adobe Technical Communications

Anuradha Shukla
April 15, 2021

Adobe is changing the world through digital experiences. Our creative, marketing and document solutions empower everyone — from emerging artists to global brands — to bring digital creations to life and deliver them to the right person at the right moment for the best results. Our award-winning software and technologies have set the gold standard in communication and collaboration for more than 30 years.

Adobe Technical Communication delivers best-in-class tools, systems, and services that help businesses streamline content workflows end-to-end. With our cutting-edge solutions, teams can effortlessly collaborate on the creation of ground-breaking content, manage and reuse assets efficiently, and seamlessly publish it across multiple channels and devices. Published content can be tailored to audiences, increasing relevance and consumption. All this, and more, while offering the highest return on investment. […]

Are We Having Fun Yet?

Kathy Madison, Comtech Services
April 1, 2021

It’s widely known that when employees are satisfied with their jobs, they’re much more likely to be happy, more engaged, and more productive. In other words, they are having fun. But how do we know if our team members are satisfied with their job and what are we doing to keep them motivated and engaged?  Several CIDM members discussed this topic in a recent manager roundtable, and here are some of the best practices shared during the session. […]

ConVEx has Something for Everyone!

Kathy Madison, Comtech Services
March 15, 2021

Want to learn the newest information-development trends — how to make your team and documentation more inclusive — what are the best practices in the “new normal” — what’s new in DITA 2.0? Join us for ConVEx, April 26-28, 2021!  See all the details.

ConVEx has something for everyone, with topics like content strategy, DITA, localization, management issues, media, metrics, publishing, searchability, technology, user experience, writing standards, and more! Sessions are offered during standard working hours in North America, Europe, and Asia. If you are a night owl or early bird, you are welcome to join any and all sessions regardless of your time zone. […]

A Publishing Adventure: From Markdown to DITA and back

Vishal George Palliyathu, Manju Joseph, and Bijo Jessy Francis, Cisco
March 15, 2021

The Git-Markdown-HTML ecosystem has had many early adopters in the Technical Communication discipline and is often a big boon for the nimble-footed start-ups who need to get their mandatory documentation through the door, with fewer hassles. The trio has the appeal of being open-sourced and setting up the ecosystem is adventurous enough in its own right. […]

Holding a Global Summit During a Pandemic

close-up of the face of a smiling with with long dark brown hair and brown eyesChristina Brunk, Extreme Networks
March 1, 2021

Remember the days of working in offices, meeting face-to-face, and in-person conferences with travel, hotels, and free meals? While the global pandemic has put a stop to all types of personal interactions, this only means we are forced to get creative and do things virtually that we would normally do face-to-face. This year, I decided to use this to my advantage and plan a Virtual Global Summit.

As the leader of the Information Development team at Extreme Networks, I have held global meetings in the past; however, budgetary constraints have kept me from planning one recently. This year, I didn’t have to obtain approvals for travel expenses, so I took my cue from Nike and Just Did It. […]

Comtech Welcomes Dana Aubin to the Team

February 15, 2021

Comtech Services welcomes Dana Aubin to our consulting team. Dana joins us from the enterprise software industry where she worked as a technical writer and editor for over 15 years, primarily in healthcare IT. In her most recent role with Allscripts, she helped to implement and administer their product documentation portal, which was closely integrated with their customer service hub and hosted over 180K topics. Dana led the portal’s customer experience focus with key initiatives such as search and user interface enhancements.

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Why Users Don’t Read my Document?

Shubham Singhal, Fiserv
February 15, 2021

While people say, ‘Content is the King’, technical writers know the pain that people rarely read their work. Despite the tremendous efforts, there is no or little success in motivating people to read. So, where is the gap? What is the thing that writers miss?

I am not sure that the problem persists with the writers. If they are doing so much hard work, they must have considered all the variables to improve the readability. I mean look at the conferences, papers, and interactions that are happening at the global level. With so much information and thought exchange, it is virtually impossible that something was not tried. […]

Let’s build the Technical Content Industry 4.0

Anu Singh, Fiserv
February 1, 2021

Let’s begin with the Industrial Revolution that started off with the manufacturing industry and the heart of the revolution was laid around productivity, scale, automation, and use of technology. With the advent of time, this industrial revolution transformed into a technology revolution that fosters personalized experiences with more on-demand supply at a reduced cost.

The focus of Industry 4.0 expanded itself to include optimization of resources for enhanced efficiency, product distribution using multiple platforms while emphasizing localization and turning the overall experience to be the One-Stop solution using a single window approach. As we are ever-evolving, this One-Stop solution has manifested itself beyond manufacturing and is relevant to almost every industry now including the technical content industry. […]

Integrating Portals to Improve Customer Experience

Dana Aubin
January 15, 2021

At the same time that the product documentation team at Allscripts was changing vendors for our product documentation portal, the IT team was changing platforms for the customer hub where customers access the documentation portal, download software, get support, pay bills, and so on. Also, the federated search tool in the old customer portal was being retired by Google, so a new tool was implemented. These changes occurring concurrently gave us a unique opportunity to integrate the portals before rolling them out to improve customer experience with both portals.

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