IoT’s Impact on Technical Communication

The service (aftermarket) business is currently one of the fastest growing business areas for manufacturers. However, the cost of service is also very high; the traditional service model focuses on shortening the downtime of a machine. Valuable time is lost due to service technicians often needing too much time to troubleshoot an issue. Maintenance information is often out of date or difficult to find, use or understand because delivery is in the form of complex, ambiguous, or poorly translated information in lengthy PDF files.

The industrial Internet of Things (IoT) enables manufacturers to collect, analyze, and capitalize on machine data, which changes the whole process of service—from early detection for predictive maintenance to maintenance as a service and entirely new revenue streams.

We discuss how companies are adopting IoT to improve their service, reduce costs and downtime, and turn the customer experience into a center of excellence.

What can the audience expect to learn?

Attendees learn what content creators need to know about IoT to help their businesses create new revenue streams, why content is a key element to predictive maintenance and service strategies, and how to make content more engaging to end users who increasingly want an experience vs. the traditional model of content delivery.

Meet the presenter

Mark Ogden is Sales Director, North America at Etteplan, a specialist in engineering, embedded systems, IoT, and technical documentation solutions with over 2500 employees worldwide. Mark has more than 15 years of experience in the field of professional services management and delivery. He has guided global enterprises with their content strategies, and how to effectively communicate and apply universal standards for content, including Simplified Technical English, DITA, and augmented reality (AR) through business transformations.


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