beyond words:the reinvention of technical documentation

SDL Proprietary and Confidential

Andrew Thomas, Product Marketing Director, SDLSDL Customer Success SummitSeptember 2014

Beyond WordsThe Reinvention ofTechnical Documentation

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Agenda

○ Why Beyond Words?

○ Content

○ Collaboration

○ Richness

○ The Three B’s

Why Beyond Words?

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Customer experience

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The digital revolution has only started

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Smartphone sales overtook PC sales in 2011

Overtook feature phones April 2013

Only 1/3 of world population has internet access

2/3 of the world left to go1/3

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Cohesive and unified

“As organizations deliver experiences across a fractured array of touch points, pressure to delivera cohesive experience across all interactions mounts. Firms needto take a unified approach to digital experience that matches content, functionality, and brand personalityto user expectations – across multiple contexts.”

─ “The Unified CustomerExperience Imperative”,

Forrester Research, 2013

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Bringing them together

PRE-PURCHASE

Consider

Research

Evaluate

PURCHASE

POST-PURCHASE

Engage

Advocate

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SDL Customer Experience Cloud

LanguageAnalytics DocumentationSocial eCommerce Campaigns Web

Content

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Optimization

Quality automation

“One voice”

Global readiness

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Discovery

Faceted search

Taxonomies & folksonomies

Recommendation engines

Collaboration

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Easy creation tools

WYSIWYG formatting

Familiar interface

Cloud-based

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Streamlined review

Fully integrated

Interactive conversation

Closed loop feedback

Richness

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Multimedia

Rich media

Brand control

Interactivity

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Analytics

Gathering metrics

Measure at all levels

Actionable insights

The Three B’s

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Mobile channels

Content architecture

Adaptive vs. responsive

Device capabilities

AR

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Social networks

Social listening

Participation& sharing

Social intelligence

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Global access

All languages

Triage by use

Mixture of approach

Questions?

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Global Customer Experience Management