Living the dream: Reaping the benefits of a CCMS

All the hard work with planning and implementing a CCMS is done, and the team is in full operation. Your state of the art system is populated with DITA content, and the payoff has begun! You’re living the life you’ve always wanted: making dreams come true for your users by delivering relevant content and the ability to provide instant feedback.

Find out how one team is living the dream using their CCMS to best meet the needs of internal users. Join this session to hear about best practices and metrics obtained from the use of information architecture, content reuse, and topic-based authoring with a commenting loop. With these investments, the team is building a long-term future for the content management strategy of California Causality.

What can the audience expect to learn?

Learn how one team is successfully managing a CCMS to provide policies and procedures to internal users in a call center environment. Understand the best practices and governance in managing a mature CCMS environment.

Meet the presenters

Susan Lalor is 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 Global Solutions Consulting, SDL. He manages a team working with SDL customers to maximize their own global content by deploying SDL’s Knowledge Center. 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.


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