Past Webinars

  • February 12, 2020 Products are sold into markets that cross both country and language boundaries, so product documentation must be localized. Localizing documentation is made easier with DITA, a capable Component Content Management System (CCMS), and a Translation Management System (TMS). Even with these systems in place, you must always consider best practices and pitfalls. Jim will begin with an overview of the localization process, of how content flows across systems and organizations. In this context, we will discuss techniques and also wins and pitfalls in automating and streamlining the localization process. In this session, attendees will learn:
    • About the localization process-what are the various roles and how does content flow
    • About use cases and constraints-what is incremental localization and what is the relationship of localization to the product release lifecycle
    • About release management and localization-what role can branching play in localization
    • About localization tools-how do CCMS, TMS, and LSP relate in the localization process
    • About recent developments in automation-how can the localization process be accelerated through automation and what are the wins and pitfalls of automation
    Presented by: Jim Tivy is CTO at Bluestream and a product architect of the XDocs CCMS. Jim has been designing software technology in the area of XML content for twenty years. In 1999, he designed the first commercial XML database called XStreamDb and was a member of the W3C XQuery working group during that time. In 2005, Jim became involved with DITA as Bluestream added support for DITA to the XDocs CCMS. Since then, Jim has taken a lead role on further features of the XDocs CCMS and participates as a member of the OASIS DITA Technical Committee.
  • April 1, 2020 Implementing DITA with a small team of technical writers does not have to be expensive or difficult to set up. We'll go through the steps of implementing a DITA solution using GitHub for storage and workflow and Oxygen XML Editor for editing. We'll also look into how you can automate publishing and receive feedback from your end users. As a practical example we'll look into how editing, collaboration and publishing on the Oxygen XML Blog works. Presented by: Radu Coravu started working more than 10 years ago as a software developer for Syncro Soft SRL, the manufacturer of the popular oXygen XML Editor. During the last years, his main focus has been in the development of the visual XML Author editing environment and the specific-DITA support provided by oXygen. He provides support for complex integrations and helps steer the product in the right direction, all this with some development on the side.
  • Recorded: March 29, 2016 As we look forward to the 2016 Content Management Strategies/DITA North America conference in April, we devote time to identify industry trends. We ask managers, information architects, writers, training developers, and more how they are addressing the challenges of meeting customer information needs. Dr. JoAnn Hackos, President of Comtech Services and Director of the Center for Information-Development Management (CIDM), and Mark Gross, President of DCL, walk us through the results of the 2016 Trends Survey, a study we have been conducting since 2012. With four years of data, we can trace the changes in how we think about developing and delivering content. Join DCL and Comtech Services as we review the results of the 2016 survey and compare it with past results. Learn how information developers are coping with new customer demands for innovative approaches to development and delivery. Learn what tools teams are using and how they respond to technical innovations. Presented by: JoAnn Hackos, Comtech Services, Inc. and Mark Gross, DCL Dr. JoAnn Hackos is President of Comtech Services, a content-management and information-design firm based in Denver, Colorado, which she founded in 1978. She is Director of the Center for Information-Development Management (CIDM), a membership organization focused on content-management and information-development best practices. Dr. Hackos and colleagues are called upon by corporate executives worldwide to consult on strategies for content management, development and organizational management, product interface design, customer studies, Web and traditional information architecture, and tools and technology selection. Mark Gross, President & CEO — founder of Data Conversion Laboratory, is a recognized authority on XML implementation and document conversion. President and CEO of DCL, Mark also serves as Project Executive, with overall responsibility for resource management and planning. Prior to founding DCL in 1981, Mark was with the consulting practice of Arthur Young & Co. Mark has a BS in Engineering from Columbia University and an MBA from New York University. He has also taught at the New York University Graduate School of Business, the New School, and Pace University. He is a frequent speaker on the topic of automated conversions to XML and SGML.
  • January 9, 2019 New privacy regulations (EU’s GDPR, US’s Privacy Shield, and others) are introducing a regime of strict consumer protections. Companies will have to comply with: requiring opt-in to data gathering, rather than opt-out; enhanced protection measures; data protection officers; transparency about data breaches; and many others. We will review the constraints imposed by these regulations, what they mean in terms of content delivery platforms, and how enterprises can meet them and compete successfully in lucrative growing markets. Presented by: Fabrice Lacroix is a known Web pioneer and the founder of Antidot, the company that puts enterprise content to work. As an entrepreneur, he has been working for 25 years on the development of the Internet and of the Web through several major companies.
  • February 6, 2019 With Salesforce supporting many customer-centric processes, it must be able to leverage the technical documentation that’s needed to increase efficiency of these processes. And yet, despite being built around a comprehensive and extensible data model, Salesforce is not equipped for storing and delivering technical content. So what should you do when you are asked to integrate tech doc inside Salesforce? Fortunately, options are available for solving this challenge and making relevant technical content available to support staff and customers. Presented by: Fabrice Lacroix is a known Web pioneer and the founder of Antidot, the company that puts enterprise content to work. As an entrepreneur, he has been working for 25 years on the development of the Internet and of the Web through several major companies.
  • Recorded: December 14, 2016

    In this session, join Dr. JoAnn Hackos, OASIS DITA Technical Committee and ISO standards developer, and Bill Burns Vasont Systems' Applications Engineer, for an understanding of a new way to develop and publish standards. Learn why the status quo (Word docs and other unstructured file submissions) doesn’t work anymore. Understand how structured content and content management can reduce content-development overhead. Learn what tool vendors have been doing to make structured content development and content management less painful. Discover how content can be output to multiple devices in multiple formats without extra effort.

    Presented by: JoAnn Hackos Comtech Services and Bill Burns, Vasont Systems

  • Say Yes

    $0.00
    Recorded: January 30, 2018 Borrowing the title of Fisher and Ury’s popular work, this session suggests strategies and invites conversation around the challenge of negotiating with your business partners—no matter who they are in your organization. In today’s environment, our technical content organizations are continually asked to support additional services with fewer team members. But doing more with less simply isn’t always possible. Informing a business partner that you cannot support a request can spark a fraught conversation, but adding more to your plate might risk sending your team into overload. Even asking for trust in your decisions as the authority in your area can be tough. Yet these conversations don’t have to become uncomfortable, and can instead provide an opportunity for dialog leading to mutual gains. You can get what your team needs, draw boundaries, and inspire confidence at the same time. Within the context of technical content’s organizational position and business value, this session will cover core negotiation strategies that achieve win-win outcomes and how to avoid zero-sum exchanges. Since relationships are key, we’ll discuss how to identify allies and when to call on them. Finally, we’ll address the inevitable question of data—seemingly irrefutable information that can turn opinion into hard fact. Presented by: Jill Orofino, DellEMC California born and raised, Jill attended UCLA where she received her B.A. in English, and then pursued graduate studies at Boston University. Jill went on to teach at BU for seven years before moving into high tech. Technical content development, research and writing made up the most of Jill’s teaching experience. Jill loves to learn new things and help others reach their goals. Five years into her career in technical content, Jill assumed leadership of a technical writing team at a Boston start-up called Acme Packet. Management was another natural extension of teaching, championing staff members and motivating them. Jill started at EMC (now Dell EMC) about five years ago, bringing with her a focus on customer experience and a drive for simplicity. Jill led the global technical content teams that support core storage for four years before taking a role in Product Marketing. Jill is now exploring a new part of the content ecosystem and its relationship to the unified customer experience.
  • February 5, 2020 If you are implementing a large-scale infrastructure project such as a cCMS implementation or migration to DITA at your organization, then you know about predictable costs such as purchasing hardware, licensing software, and training writers. Predictable expenses are easy to manage and plan for as you know when they will be due, and at least approximately how much they are going to cost. There are, however, other potential costs that may be unknown, either because your requirements have iterated since the original project scope was defined or you have uncovered something unexpected in your environment. These unpredictable expenses can add risk to the overall project timeline or impact the actual cost. They may be challenging to fit into your existing plan or require additional planning. In this webinar, Sabine Ocker will discuss some top hidden costs and provide insights on how to identify, plan for, and mitigate the impact of common examples such as changes to project scope, lack of appropriate standards, and content conversions. Presented by: Sabine Ocker has 20 plus years’ experience helping companies solve their interesting business problems. Solutions have included DITA migrations, content conversions, new tools or CMS, information modeling, content strategy, multi-channel publishing, and taxonomy development.
  • March 4, 2020 Technical documentation is rarely created by lone writers, so there is a constant need for collaboration. Collaboration can be with other writers or with people with other roles, usually referred to as subject matter experts, who may be part of your organization or external experts. In order to be successful, the collaboration needs to be enabled by integrating it as part of the usual processes or workflows each user performs. In this presentation, we will explore a few collaboration scenarios that show how to implement continuous improvement loops for published documentation, how to integrate documentation as part of the product development workflow, and how immediate collaboration can take place. Presented by: George Bina is one of the founders of Syncro Soft SRL, the company that develops oXygen XML suite of XML editing, authoring, development, publishing and collaboration tools. He has more than 20 years of experience in working with XML and related technologies, bringing many innovative ideas to reality and contributing to XML-related open-source projects. He presented at many XML, DITA, and technical communication conferences, giving passionate presentations and challenging the technological status quo, trying to get the audience to think outside the box, and re-imagine the future.
  • Recorded: September 30, 2015 Ericsson has made many attempts over the years to overhaul its documentation structure. It’s no easy task, though, to come to consensus across such a large and diverse company. Learn how eight development units spread over eight time zones developed a new global information model for a large-scale DITA implementation project. Fiona explains how it began, the challenges met and overcome, and where the project goes next. Presented by: Fiona Hanington, Ericsson Fiona is an information architect at Ericsson. Her main responsibility over the past 18 months has been to lead the development of Ericsson’s global information model for customer documentation, in preparation for a move to DITA and a CCMS. During this process, she learned many things, not the least of which is how to transition from a deep sleep to a cheery “good morning” in 5-seconds flat for regular overseas conference calls. Concurrently, Fiona has been completing her long-awaited MLIS.
  • April 11, 2019 Salesforce is ubiquitous. It is being used to drive self-service portals, support internal staff, increase sales, and much more. However, Salesforce can now be made more powerful and give you even greater competitive advantage. Whether you are using Sales Cloud, Service Cloud, Marketing Cloud, or Community Cloud, you are sharing your information. Bluestream will show how you can help your customers to easily find great support information through community searches, right beside your community forums, blog posts, and Salesforce KB articles. Dynamically update content through Bluestream’s end-to-end solution. Use XDocs’ sophisticated tags to customize information based on user profiles, permissions, and languages, and deliver customer- and configuration-specific documents, policies, or procedures. Presenter: Rik Page is Sales and Marketing Director at Bluestream Software and has been working with both component content and document management solutions since 2001. During this time he has worked with custom DTDs and Schemas, S1000D, iSpec2200 and DITA. His experience covers a wide range of industries including education, banking and finance, manufacturing and healthcare. A keen advocate of technology and innovation Rik has taken part in multiple consultancy projects and helped formulate solutions all over the world.
  • Date: June 12, 2019 Abstract: Ever since DITA was first used, the greatest obstacle to adoption has been usability. Whilst technical authors have been prepared to learn the intricacies of DITA, others in the content creation lifecycle have been more obstinate. Bluestream together with Simply XML will show how the extensible XDocs CCMS can be integrated with clear browser and desktop authoring environments to allow subject matter experts to create and collaborate on content without ever having to see a tag. Presented by: Rik Page is Sales and Marketing Director at Bluestream Software and has been working with both component content and document management solutions since 2001. During this time he has worked with custom DTDs and Schemas, S1000D, iSpec2200 and DITA. His experience covers a wide range of industries including education, banking and finance, manufacturing and healthcare. A keen advocate of technology and innovation Rik has taken part in multiple consultancy projects and helped formulate solutions all over the world. Over more than two decades, Doug Gorman commercialized the structured writing methodology known as Information Mapping. In the process he realized that XML(DITA) could be used beyond Technical Publication Departments to modernize the enterprise content supply chain. The authoring and repository tools, however, would need to be easy to use. XML would need to be utilized but hidden “under the covers.” Simply XML’s authoring tool, Content Mapper, is a Word Plug-in where the author sees a Word User Interface and the CMS uses DITA XML. Content Mapper is designed for organizations that understand the value of XML as the content architecture, but with many of the 1 Billion plus non-technical authors who use MS Word on a PC. Content Mapper is integrated with Bluestream’s XDocs CCMS to help organizations achieve better content for readers with the important efficiencies of content reuse, single source publishing, and other process improvements.
  • Recorded: February 17, 2016 As software has moved to the cloud and evolved into Software as a Service, there’s been an increasing need for software documentation to evolve as well. Documentation processes and project management methodologies that relied on long release cycles don’t work in the more agile world of continuous software updates. While working through this evolution, the Microsoft Dynamics AX Content Publishing team was hit with a massive layoff, reducing a team of 40 people to a team of 10. Suddenly, the idea of reinventing how we worked and how we delivered content in a more agile way took on a much more extreme meaning. Over the past year, we’ve worked through a true reinvention. We developed a model where the role of the writer has changed to the role of Content Strategist, the role of the manager has changed to one of empowering the team rather than trying to solve the team’s problems, the role of creating content has moved to a variety of subject matter experts, and the role of ensuring content quality has been distributed across teams who work most closely with customers. We’ve learned a great deal through this reinvention, and this talk shares the highlights of what we’ve learned. This talk looks at how the Microsoft Dynamics AX Content Publishing team reinvented their roles, authoring tools, and content creation and publishing processes in an environment where staffing levels are so low that writers can no longer write. You’ll learn about this team’s experience in moving away from traditional content publishing practices and instead, collaborating with other subject matter experts in planning content, identifying appropriate authors, incenting subject matter experts to create the content, and leveraging teams outside of Content Publishing to ensure content quality. The talk covers aspects of change management, influencing without authority, collaboration, partnering, creative problem solving, and teamwork. Presented by Ann Beebe, Microsoft Dynamics AX Ann Beebe has been leading content publishing teams at Microsoft for 18 years. She’s managed the documentation teams for Microsoft SQL Server, Microsoft Business Framework, Visual Studio, Home and Small Business Server, and is currently leading the documentation teams for Microsoft Dynamics’ AX and GP products. Prior to joining Microsoft, Ann managed documentation, training, and corporate communications for Barfield, Cauthen & Associates in Atlanta, and managed documentation and usability teams for Sales Technologies, Inc. in Atlanta.
  • March 6, 2019 In a world where Google sets the gold standard for providing relevant search results, how can technical documentation teams create findability that is always spot-on for every single reader? Relevance of search is determined by a combination of content metadata, contextual knowledge about the user, and the search query itself. The challenge therefore resides in collecting and analyzing these elements, and applying them systematically to every search query to create truly personalized search results. Presented by: Fabrice Lacroix is a known Web pioneer and the founder of Antidot, the company that puts enterprise content to work. As an entrepreneur, he has been working for 25 years on the development of the Internet and of the Web through several major companies.
  • Recorded: April 13, 2017
    Working with global teams is more than just the mechanics of coordinating different time zones and understanding local holidays. It is about the human aspect of recognizing and understanding a different view point – perspective to help improve your process and communication to complete your work. This presentation will explore how you can understand different cultural viewpoints to improve your communication and improve your work flow. Real life examples, quotes, and examples from experts will be used to aid in the suggestions presented to you.What the Audience will learn:
    • Active listening communication
    • Communication style with a diverse team
    • Sharing and relationship building

    Presented by Leticia Guzzetta, Imagination Technologies

    Leticia Guzzetta has been a Technical Publications manager at Imagination for 3 years. She has 17 years management experience and 30 years tech pubs experience. Leticia has working knowledge and experience on improving publishing processes and content strategies with some expertise in XML, DITA, CMS, CCMS, and FrameMaker. At Imagination Technologies, Leticia manages the MIPS documentation writing projects and team. She works closely with her overseas peers to improve and modernize Imagination’s publishing process. Leticia has a BA and MA in English.
  • Recorded: February 25, 2016 A content strategy may fall short in delivering on expectations for many reasons – among them failure to send a consistent message about what you expect content developers to do with the strategy, and failure to guide developers as they implement the strategy in their content. Until recently, our practice was to develop a strategy, present it to the team, and leave it to managers and developers to decide how to implement the strategy in their content. This approach produced inconsistent implementation of the strategy, resulting in a lot of content that seemed to have been developed by different organizations. Ron explains how Siemens PLM implemented the content strategy team, shares lessons learned and successes thus far, and describe next steps. Presented by: Ron Hickman, Siemens PLM Software Ron Hickman is Director of Learning Media Development for Siemens PLM Software. He has been with Siemens PLM Software (and predecessor companies) for more than 36 years, leading several different teams, including the Americas customer support team and the Teamcenter Program Office. He joined Learning Media Development in February 2011 as senior manager for Teamcenter documentation and courseware, and became director of Learning Media Development in June 2013. When he’s not working, Ron enjoys time with his family, including 5 grandchildren, hiking, and serving in the community.
  • Recorded: October 29, 2015 Were you taught how to write a classical five-paragraph essay in elementary school? Did you ever learn about beginning paragraphs with topic sentences? Do you know that legal documents like contracts have standard sections in a standard order? Do you think action steps should be in the order they are performed? If none of these structures are new to you, you already know something about structured writing. Yet, the thought of moving to writing with a consistent, prescribed, and semantic structure often strikes fear into the hearts of technical writers and subject-matter experts alike. In this webinar, learn why structured authoring is essential to clear and consistent communication. Consider why using a semantic structure enhances the quality of your writing while also making it available for repurposing and retrieval. Rather than considering structure something to avoid, think of it as something to embrace to make your writing more understandable for your readers. And, consider ways to help those who resist a move to structure to understand its benefits by providing them with a supportive authoring environment. Presented by: JoAnn Hackos, Comtech Services Dr. JoAnn Hackos is President of Comtech Services, a content-management and information-design firm based in Denver, Colorado, which she founded in 1978. She is Director of the Center for Information-Development Management (CIDM), a membership organization focused on content-management and information-development best practices. Dr. Hackos and colleagues are called upon by corporate executives worldwide to consult on strategies for content management, development and organizational management, product interface design, customer studies, Web and traditional information architecture, and tools and technology selection.
  • February 5, 2019 Your technical content is a valuable yet hidden asset: It impacts every stage of your customer journey and forms a significant - and often, the largest - component of your overall web presence. Easy access to personalized content is therefore key to the overall digital and user experience for your customers. In this webinar we explore the role of taxonomy and metadata to deliver on the promise of role-based and personalized experiences, taking into account a variety of content types. Presented by: Joe Gelb has over twenty years of experience helping enterprises implement, maintain and capitalize on structured content. At Zoomin Software, he has spearheaded the development of advanced technology solutions for dynamic content delivery. Prior to founding Zoomin and Suite Solutions, 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 hi-tech companies. Joe holds a degree in Mechanical Engineering from Stevens Institute of Technology.
  • June 5, 2019 In today’s market, companies with service organizations are responsible for contributing 30%+ to overall company profit. While much of the effort in the last five years has gone into automating task management for Service Managers and technicians, a large gap remains in the way service organizations effectively find, use, and capture critical content specific to the task. Service Information Delivery solves the age-old struggle of providing accurate and relevant content to field service personnel as the task or job is being performed. It also captures and shares data during the process and provides audit trail and analytics upon completion. All critical functions to help the Service organization perform at the highest level within the business. Attendees will learn: 1. What is Service Information Delivery? 2. Why Service information delivery is critical in today’s business environment? 3. How can this impact the overall Service business and bottom line? Presented by: Stephanie Castillo is VP Business Operations – Titania Partnership, a leading provider of expert services and software. For more than 20 years Stephanie has been managing global documentation initiatives and writing teams for global organizations. Throughout her career she has architected solutions, managed global implementations, defined processes, and supervised requirements gathering and tools selection projects for multichannel content publishing systems as well as global translation management systems. Stephanie holds an MBA from Cardinal Stritch University, BA in communications from University of Wisconsin. In her free time she enjoys spending time with her daughter and husband, running and playing soccer.
  • Recorded: May 10, 2016 In the age of IoT, connected devices have opened up a whole new way of supporting your customer. Learn how you can leverage real-time device information to provide your customers with an immediate diagnosis and troubleshooting walkthroughs before they even notice the problem. In this session you will learn:
    • How to create adaptive decision workflows as part of your documentation
    • How to trigger the right workflow at the right time based on device information
    • How to serve the workflow to customers through your web or mobile application
    Presenter: Hannan Saltzman, Zoomin Hannan Saltzman is the Vice President of Product Management at Suite Solutions. For the last 15 years, Hannan has served in senior R&D and product positions, focused on helping organizations extract critical business insights from their information assets using smart analytics. At Suite Solutions, Hannan and his team develop innovative products that help organizations reduce customer effort by providing personalized and consistent product information across customer touchpoints.
  • Recorded: January 20, 2016 DITA-based technical documents are inherently sophisticated and complex hyperdocuments. They are developed through complex revision processes, often by highly-distributed teams. Thus DITA documents and their management present a number of challenges inherent in the nature of sophisticated technical documentation. While the value of this sophisticated approach to documentation has tremendous value to organizations as a whole, it can make the life of individual authors much more challenging, leading to the common complaint “DITA is too hard”. This talk presents the link and configuration management challenges inherent in sophisticated hyperlinked documentation and discusses the features of DITA and DITA component content management systems that address these challenges. If authors and managers understand the challenges inherent in DITA-based authoring they can at least set their expectations and provision tools and resources appropriately. What can attendees expect to learn?
    • The way in which DITA documents are sophisticated hyperdocuments
    • What “configuration management” means in the context of DITA-based documentation
    • The fundamental link and configuration management challenges DITA hyperdocuments present
    • The DITA features that enable and support hyperdocument
    • The link and configuration management features DITA-aware component configuration management systems must provide in order to support authors.
    • A little bit about Aikido
    Presented by Eliot Kimber, Contrext, LLC. Eliot Kimber is a founding and active member of the DITA Technical Committee. He has been working with structured markup for more than 30 years. Eliot is also a co-editor of the HyTime standard. Eliot currently focuses on the application of DITA to the business challenges of Publishers. Eliot is the founder and principal developer of the open-source DITA for Publishers project. Eliot lives and works with his family in Austin, Texas.
  • May 21, 2019 As technology advances so do consumer expectations for online information access. No longer do users want to rely on printed materials nor are we satisfied with views of lengthy PDFs online. Consumers, both inside and outside your organization, want to quickly find just the information they need from any device. With the emergence of many connected products, virtual and augment reality the online information demands can be staggering. Is your documentation system ready to take you into the future? Find out how many organizations are taking steps to delivering better information today and prepare their organization to more easily evolve with technology advances and consumer demands. Attendees will learn: 1) What does the evolution of online delivery include? 2) How structured content impacts your future delivery options? 3) Why you don’t have to wait to begin improving your users’ online delivery experiences? Presented by: Vi Kellersohn is the Chief Marketing Officer of Oberon Technologies. Vi leads the marketing efforts, manages strategic partnerships and supports key client projects. For over 20 years Vi has managed and executed all aspects of marketing for B2B technology organizations working in partnership with sales management to build awareness for value opportunities across the content lifecycle. Vi enjoys spending time with her extended family and golfing with her husband and two sons.
  • December 4, 2019 In this webinar, Bluestream will show how advanced integration with oXygen Author and Editor throughout the content lifecycle can greatly help everyone involved in creating content. From content creation, review, branching and merging, release management and delivery via Oxygen Chemistry and Oxygen WebHelp Bluestream will show what the future is bringing. Presented by: Nenad Furtula a Partner, and VP of Sales and Marketing at Bluestream Database Software. Nenad has been working with XML and bringing XML related products to market for over 15 years. Currently his primary professional interest lies in building and socializing a DITA-enabled component content management system called XDocs. Nenad holds a BBA from Capilano University and MSc (Computer Science) from Dalhousie University.
  • Recorded: October 13, 2016 Change is difficult and often avoided, and everyone knows insurance companies are risk averse. However, that didn’t stop a small team of technical writers from upending the way they created content for California Casualty. By embracing modular structured content, unproven in their industry at the time, they were able to dramatically increase content findability which had a ripple effect on their entire business. Now California Casualty is an example to other insurance companies on how change can sometimes be a good thing. Join our webinar with Susan Lalor, Senior Information Designer at California Casualty, to find out how her team was able to accomplish this transformation. See how internal stakeholders and content users are just as important as customers. And most importantly, learn best practices for sowing your own seeds of transformation. Susan Lalor wrote her first computer user manual in 1982 when she wondered how the big blank screen sitting on her desk actually worked. She knew then that technical writing was her passion. For the last 13 years, she’s worked as a Senior Information Designer for California Casualty where she is a champion for single sourcing and user experience. She’s also been lucky enough to dabble in web and graphic design, project management, and business analysis over the past 30 years. Susan has a B.S. degree with a concentration in professional writing and has been a STC member since 1998. Chip Gettinger is VP, Solutions, SDL. He manages a team working with SDL customers to maximize their own customer experience by deploying SDL Knowledge Delivery applications. Chip has over 20 years’ experience in global publishing, content strategies, customer experience management, business management, and content management solutions, working closely with industry organizations, partners, and customers in technology solutions and deployment.
  • October 9, 2019 Delivering a cCMS solution on time and on budget is critical, but it’s important to recognize that the cCMS is only one part of a successful content lifecycle strategy. Making sure your content can be leveraged across the enterprise and your system will be able to support future initiatives requires a comprehensive and proven plan. Having led hundreds of successful content solution implementations, Oberon understands the differences in the tools, processes and environments that must be considered. While each cCMS implementation plan may be unique, shaped by the specific needs of a given company, there are many common steps to success that everyone should follow. Whether you are looking to adopt cCMS for the first time or you’ve been using one for years, there are ways to ensure your system is optimized for success. Attend this webinar and find out what your plan should include.   Presented by: Vi Kellersohn is the Chief Marketing Officer of Oberon Technologies. Vi leads the marketing efforts, manages strategic partnerships and supports key client projects. For over 20 years Vi has managed and executed all aspects of marketing for B2B technology organizations working in partnership with sales management to build awareness for value opportunities across the content lifecycle. Vi enjoys spending time with her extended family and golfing with her husband and two sons.
  • Recorded: April 5, 2017 Historically, technical content has been written for humans. But with the rise of artificial intelligence, machines will consume this content to solve problems automatically or help solve problems. This means that machines need to leverage the content in the easiest, most unambiguous possible way. Structured content authoring has been created to optimize the writing process (minimize cost and increase reuse). This way of writing has a lot of impact on what algorithms and content can do with it. Through a set of examples, we will review the benefits and limits of structured content, and how structured content impacts what modern tools and algorithms can do. Presented by: Fabrice Lacroix, Antidot Fabrice Lacroix is a known Web pioneer and the founder of Antidot, the company that puts enterprise content to work. As an entrepreneur, he has been working for 25 years on the development of the Internet and of the Web through several major companies.
  • Recorded on December 14, 2016 Content is king, and organizations are creating content in amounts that were unheard of just a few years ago. Marketing and Technical Publications teams often develop content in different tools and store content in separate content management systems, which makes it extremely difficult to share content and deliver a unified and consistent customer experience. Gone are the days when you had the luxury of getting phone calls from confused customers. Today, consumers would much rather tap or swipe their way to your competitor. To address this problem, Adobe has created an end-to-end solution for DITA authoring, publishing, and component content management based on Adobe Experience Manager. This integrated solution speeds up the delivery of technical content on the market-leading platform that has helped marketers deliver compelling digital experiences. Join Stefan Gentz, Product Evangelist, and Dustin Vaughn, Solutions Consulting Manager at Adobe as they discuss and demonstrate this DITA CCMS and how to integrate technical and marketing content. Presented by: Stefan Gentz and Dustin Vaughn, Adobe Dustin Vaughn is a Solutions Consulting Manager at Adobe who manages a team of experts in Adobe's Technical Communication and eLearning products. Dustin has over 10 years of industry experience and has served as a panelist, speaker, and Adobe representative at various conferences. He designs, develops, and hosts technical, solution-oriented demonstrations for strategic global customers. As the Global Evangelist for Technical Communication at Adobe, Stefan’s mission is to inspire enterprises and technical writers around the world and show how to create compelling technical communication content with the Adobe TCS tools. Stefan is also a certified Quality Management Professional (TÜV), ISO 9001 / EN 15038 auditor, ISO 31000 Risk Management expert and Six Sigma Champion. Stefan is a popular keynote speaker and moderator at conferences such as tekom, tcworld, Information Energy, Intelligent Content Conference, Congility, LocWorld, TCUK, STC, GALA, ELIA, TTT, Translation Forum Russia and many other. He is also a member of the Conference Advisory Board of the world’s biggest TechComm event, the tekom / tcworld Conferences, and an Ambassador for the Globalization and Localization Association. He is also an active social networker on Facebook, Twitter, and LinkedIn.
  • Recorded: February 24, 2016 JoAnn Hackos and Stan Doherty, co-chairs of the OASIS DITA Adoption Technical Committee, take a careful look at the DITA standard’s adoption worldwide. Although we have witnessed a continuing growth of industries and companies adopting the DITA standard, we have also seen companies either deciding not to pursue DITA or abandoning an earlier excursion. Join Hackos and Doherty in examining the strengths and the weaknesses of DITA Adoption. Presented by: JoAnn Hackos, Comtech Services and Stan Doherty, SimpliVity Corporation Dr. JoAnn Hackos is President of Comtech Services, a content-management and information-design firm based in Denver, Colorado, which she founded in 1978. She is Director of the Center for Information-Development Management (CIDM), a membership organization focused on content-management and information-development best practices. Dr. Hackos and colleagues are called upon by corporate executives worldwide to consult on strategies for content management, development and organizational management, product interface design, customer studies, Web and traditional information architecture, and tools and technology selection. Stan Doherty lives in the the Boston area and works as a technical publications manager at SimpliVity Corporation. He participates as an active member of the OASIS DITA Technical Committee and DITA Adoption Committee. Stan also supports companies in New England considering DITA. Feel free to contact Stan if you are considering DITA, DITA tools, or DITA-aware CCMSs. In previous jobs at Akamai Technologies, MathWorks Inc., and Sun Microsystems, Stan has implemented DITA-based solutions for manuals, CSHelp, and web-hosted information centers.
  • October 3, 2018 Analysts predict that chatbots will overtake websites and apps as your customers’ preferred interface in the near future. How do you get past the exciting, carefully staged demo presentation into the world of real-life customers? Demos are brief and can be successful with only a few lines of conversation, guided by some simple rules. This is how almost all chatbots work today. But tech content is textual and not rule-based. In fact, it is impossible to revamp the many thousands of pieces of content written for human readers into a formal rules-based system. The problem is how to connect the textual content, in any format or structure, with the inner processes of the bot. One way or another we are going to be having verbal conversations with our devices. We will review the various approaches and what the maturity of this technology allows. Presented by: Fabrice Lacroix is the founder of Fluid Topics, the company that puts enterprise content to work. A serial entrepreneur, he has been working for 25 years on the development of solutions that help customers make the most of their content and enhance their operating efficiency
  • Recorded: November 29, 2016 Continuous delivery (CD) and application release automation (ARA) are usually associated with software. These methodologies can be extended to other parts of your business, such as technical documentation. The output of a build/deploy/test/release software process and a build/publish tech doc process are similar – both produce sets of files that can be executed, uploaded, or published to multiple sites. When companies or organizations think of CD and ARA, they most often apply it to the software build/deploy/test/release process. There are many sources of information about how to do this, such as reference books, blogs, communities, and conferences where information is shared and new ideas arise. Let’s look at another way to apply CD and ARA in a company or organization. The process for technical documentation can also follow the build/deploy/test/release pattern.   At Electric Cloud, the process to build and publish (deploy and release) technical documentation was manual and time-consuming. A typical documentation set for a software release consists of six targets. The build process is run through the authoring tool and can take up to 30 minutes to build only one target. During this time, the authoring tool cannot be used to edit other files, and the PC performance can be adversely affected. To publish the documentation, the technical writer has to manually push the file set for each target and keep track of the progress. The publishing process can take up to several hours, depending on the number of targets to publish, the number of files for each target, and the number of servers to which the targets will be published. In this presentation, Jennifer will show how she modified her documentation workflow from doing things manually to having multiple documentation targets automated and publishing them to one or more sites. Jennifer will briefly describe the manual build and publish processes and how long it took to perform them as well as challenges of running this process consistently. Then she will describe and show how these processes were automated and summarize the improvements (spoiler alert: 50% speed up) resulting from it. This is an example of thinking outside of the box when it comes to improving your documentation processes by implementing DevOps, a methodology usually used in software development and release. CD and ARA can be applied to processes used by enterprise teams as well as small teams or groups in other areas of your business. The implementations are similar – only the process details are different. Presented by: Jennifer Chew, Nuage Networks Jennifer Chew is a senior technical writer at Nuage Networks in Mountain View, CA. Prior to this, she worked at Electric Cloud, Juniper Networks, Cisco Systems, and IBM. She is always looking for ways to combine her engineering experience with her writing projects.
  • August 14, 2018 "People buy experiences, not products," said Shantanu Narayen, Adobe's CEO, recently at the Adobe Summit 2018. Almost every company has recognized that it is in the customer-experience business. Understanding the customer journey and the brand interactions across channels and platforms and their impact on the customer experience is crucial for creating a unified CX strategy. But it's a complex system coming with a lot of challenges: Multiple brand touchpoints have a cumulative impact on the customer experience, inconsistent content experiences throughout the customer journey create a fuzzy brand experience, Marketing and Technical Communication "Content Silos," and a cluttered IT landscape create disconnected "content worlds" in both voice and tone, visual consistency and unified accessibility. Join this webinar to get insights into the world of Customer Experience Strategy and how to blend Technical Communication seamlessly into the digital experience of the customers. Presented by: Stefan Gentz, Adobe As the Global Evangelist for Technical Communication at Adobe, Stefan’s mission is to inspire enterprises and technical writers around the world and show how to create compelling technical communication content with the Adobe TCS tools. Stefan is also a certified Quality Management Professional (TÜV), ISO 9001 / EN 15038 auditor, ISO 31000 Risk Management expert and Six Sigma Champion. Stefan is a popular keynote speaker and moderator at conferences such as tekom, tcworld, Information Energy, Intelligent Content Conference, Congility, LocWorld, TCUK, STC, GALA, ELIA, TTT, Translation Forum Russia and many other. He is also a member of the Conference Advisory Board of the world’s biggest TechComm event, the tekom / tcworld Conferences, and an Ambassador for the Globalization and Localization Association. He is also an active social networker on Facebook, Twitter, and LinkedIn.
  • August 7, 2018 It's not the same old "here is how to get a CCMS" session you may have heard about or attended before. During this webinar we provide a brief CCMS primer, then dive into core steps to choose a CCMS, and explore a case study of a client who migrated 2 years ago. We explore their drivers for a CCMS, the numbers that make them tick, and where they are two years later. Real data, real history, real ideas. Presented by: Bernard Aschwanden has excelled in technical communication as a trainer, courseware developer, team leader, manager, and business owner. A Past President of the STC and the founder of Publishing Smarter, Bernard works with organizations to create, manage, and distribute content based on technical communication best practices. He guides companies on how to make the business case that content is the most crucial business asset.
  • Recorded: July 27, 2016 Over the last decade, corporate technical publications departments have invested heavily in migrating their content away from proprietary authoring and publishing tools (e.g., MSWord, Adobe FrameMaker) and implementing the DITA standard for content markup. These companies have invested millions of dollars into content conversion and implementation of DITA-based authoring and content management systems. In many ways, these DITA implementation projects have proven to be hugely successful, particularly with regards to content reuse and reduced cost of localizing content to multiple languages. However, one promise of DITA has often fallen short: the goal of true “single source publishing.” The majority of technical publications groups are still publishing to print as the primary output format, followed by online help, and in some cases, eBooks. But, one major gap is still present for most technical publishers: automated publishing to mobile devices. Even though smartphones and tablets have dominated the industry for the last several years, virtually no one is publishing content in a way that fully uses the native capabilities of these mobile devices. Instead, they are settling for the inherent limitations of PDF or HTML files. Dan Dube outlines 5 tips to help technical publishers go “the last mile” to fully leverage their DITA investment and deliver content to popular mobile device platforms like Apple iOS and Android. This webinar will also help to answer the burning question: “Why aren’t EPUB or PDF the best choices for delivering DITA content to a mobile device?” Presented by: Dan Dube, Compass Behavior Dan Dube is a seasoned veteran of the XML content management and publishing industry, with over 30 years of experience working with structured content and automated single-source publishing solutions. Dan is best known as the co-founder and former CEO of DocZone, the industry’s first cloud-based solution for XML authoring, content management, localization, and multichannel publishing. (DocZone was acquired by RSI in 2009.) Dan is now CEO and co-owner of Compass Innovative Behavior Strategies, a New England-based provider of behavior therapy services for individuals with autism and other developmental delays. He still maintains a presence in the publishing industry as an independent consultant.
  • Recorded: March 9, 2016 What can we as information developers do to help our users sort through the plethora of information available to them and find that small nugget of truth that will help them complete their task at hand, solve a nagging problem, or make a purchasing decision? How can we create an uncluttered path through the forest that takes them directly to our content, eliminating distractions and unnecessary forks in the road? A corporate taxonomy helps make searching simple and increases the chances for users to find the answers they need on their first try. Unfortunately, the effort to create such systems and the tools required to support them can be prohibitive. In this presentation, Dawn Stevens and Joe Gelb will discuss the importance of a corporate taxonomy, outline the process for defining and testing it, and demonstrate its crucial role within dynamic publishing platforms delivering focused content across all customer touchpoints. Presented by: Dawn Stevens, Comtech Services Inc. and Joe Gelb, Suite Solutions Dawn Stevens is the Vice President of Operations and partner at Comtech Services, Inc. Dawn specializes in information development, instructional design, and management consulting. With 25 years of experience, including 13 years at Comtech, Dawn has practical experience in virtually every role within a documentation and training department, including project management, instructional design, writing, editing, and multimedia programming. With both engineering and technical communication degrees, Dawn combines a solid technical foundation with strong writing and design skills to identify and remove the challenges her clients face in producing usable, technical information and training. Joe Gelb has over twenty years of experience helping enterprises implement, maintain and capitalize on structured content. At Zoomin, he has spearheaded the development of advanced technology solutions for content delivery. Prior to founding Zoomin and Suite Solutions, 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 hi-tech companies. Joe holds a degree in Mechanical Engineering from Stevens Institute of Technology.
  • Recorded: February 27, 2018 Join us to learn how companies are using Darwin Information Typing Architecture (DITA) as the single source to power their learning content, including leveraging learning objectives to drive personalized learning. Dawn Stevens, President of Comtech Services, and Amber Swope, President of DITA Strategies, are co-chairs of the Learning & Training OASIS subcommittee and will explain how DITA can provide the structured foundation for your learning initiatives. Presented by: Dawn Stevens, Comtech Services and Amber Swope, DITA Strategies Dawn Stevens is President of Comtech Services, a content-management and information-design firm based in Denver, Colorado. She is also Director of the Center for Information-Development Management, a membership organization focused on content-management and information-development best practices. With over 25 years of experience, including 15 years at Comtech, Dawn has practical experience in virtually every role within a documentation and training department, including project management, instructional design, writing, editing, and multimedia programming. With both engineering and technical communication degrees, Dawn combines a solid technical foundation with strong writing and design skills to identify and remove the challenges her clients face in producing usable, technical information and training. Amber Swope is an internationally recognized expert on the Darwin Information Typing Architecture (DITA) who specializes in helping teams develop their information architecture and implement DITA. With over 20 years of experience in the information development field and 12 years of DITA expertise, Amber helps teams design and optimize their environments to improve efficiency and reduce costs. When she’s not busy helping to change the world with XML, she can be found playing soccer, walking her puppsters, and enjoying Portland, OR.
  • August 28, 2019 Looking for a single piece of content on a web site is often compared to digging in a giant bucket of LEGOs for a single unique piece – an often frustrating and futile endeavor. If those LEGOs are sorted by certain distinguishing attributes, such as color and size, the odds of finding a particular piece increase dramatically. As a result, companies often take a “LEGO-block” approach to their information taxonomies. However, the sorting of LEGO blocks is child’s play, compared to the intricacies of sorting technical content – the distinctions are not always as visible as color or size, and attributes that are that obvious may not be very useful in a search. Nevertheless, there are lessons we can learn from the “LEGO-block” approach. In this session, Dawn draws parallels between sorting LEGOs and sorting technical content, and provides suggestions for going deeper when the Lego model falls short. Presented by: Dawn Stevens is the President, and owner of Comtech Services and the Director of the Center for Information-Development Management. With over 25 years of experience, including 15 years at Comtech, Dawn has practical experience in virtually every role within a documentation and training department, including project management, instructional design, writing, editing, and multimedia programming. With both engineering and technical communication degrees, Dawn combines a solid technical foundation with strong writing and design skills to identify and remove the challenges her clients face in producing usable, technical information and training.