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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 505: Lessons Learned from Building a Self-Service Content Architecture

Kathy Clemens  (Senior Director, Product Documentation, BlackLine)

Location: Grand Ballroom 112

Date: Thursday, May 19

Time: 11:35 am - 12:35 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Optimizing the Support Organization, Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

Walk through two different case studies in which a new content strategy helped the business by providing users easy access to self-service content.
Follow the steps that were taken in each case to:
* Define processes to author, publish, and measure content
* Build the team and the toolchain to support the team and process
* Deliver quality content consistently


Attendees will learn about:

  • Considerations when building your content strategy
  • Techniques for avoiding or overcoming potential roadblocks
  • Tactics to influence decision-makers