Measuring the Impact of Technical Information

There have been many discussions around the value of technical information to an organization. We know that product docs (authored by tech comm, service, marketing, and sales) and discussion forums are part of the customers’ pre-sales qualification efforts and buying decisions. We also know that post-sales customer support (finding information, classes, videos, etc.) is worth something.

What’s missing is the “Here’s our value” or “Here’s our impact on the buyer experience” metrics.

This presentation looks at how to quantify value and steer the product so that those scores improve.

What can the audience expect to learn?

Managers in Marketing, Technical Information, Training and Support understand that there is a value to technical information. The first challenge is having upper management believe in that value. The second is how to quantify it. This presentation looks at how to quantify value and steer the product so that those scores improve.

Meet the presenters

Paul Perrotta is a consultant who specializes in technical documentation development, team building, and leadership, based on 30+ years of experience in team leadership and building high-performing technical communications teams. Core areas of interest and experience include executive leadership, content development, operations management, and building collaborative environments.

Before consulting, Paul worked most recently as a Senior Director of Information Experience (iX) / Solutions and Services  at Juniper Networks. He led an organization focused on solutions content development and delivery (as a partner to product information teams), overall organizational business intelligence, operations, and shared content services such as illustration, editing, and production support. Prior to his work at Juniper Networks, Paul worked for several Silicon Valley companies.

Don Bridges has been involved in the technical information lifecycle for 20+ years. He’s worked with companies in multiple industries helping them adapt processes and technology to meet business challenges. He was involved in some of the earliest large-scale DITA conversion projects and implementing technology that introduced single-source delivery and authoring at a corporate level.


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