Matrix structures and the power of collaborative management

Balancing content development resources across multiple product lines and target audiences is a struggle in most organizations. Waters Corporation has incorporated an innovative matrix structure of Project and Resource Management into its Customer Experience and Knowledge Management group. The collaborative relationship between the Project Management Organization and Resource Management leads successfully addresses the issue of balanced resource allocation, provides development opportunities for the writers, increases collaboration across the writing disciplines, and ultimately improves the overall customer experience.

What can the audience expect to learn?

Attendees will gain information and ideas that they can implement in their own team as they are presented with the details of how a matrix structure of resource and project management was implemented at Waters. The presentation will include information surrounding the benefits realized by team members and Waters, and lessons learned along the way from the perspectives of both the Resource Manager of a larger writing team, as well as the Manager of the PMO

Meet the presenters

Pat Burrows’ career spans the full arc of our industry in various roles from Technical Writer to Manager to Director and Consultant. Working in both high tech and the scientific industries, Pat has led multiple global teams in both content development and information architecture and has helped small companies and large corporations “think inside the box” about the creation and delivery of their content. Her expertise is in change management and leading shifts in mindset for structured authoring and digital experience, motivating teams to deliver future-state results, and shaping the intricate politics that can define the direction of information development.


Amy Woodsmall is the manager of the Program Management team for the Customer Experience and Knowledge Management Group at Waters Corporation in Milford, Massachusetts where she has held many roles since 2010. Amy was instrumental in implementing a matrix management structure between Program Management and Resource Management in the technical documentation space. Her background spans the fields of chemistry, public health, technical writing and project management.


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