April 2019 | Text by Joe Girling 

Do you need a content delivery solution?

Two sides need to be considered carefully before implementing a content delivery solution: What content publishers need and what end users expect from a system. Here is a checklist of requirements that can help companies decide what’s initially important and how the solution might evolve over time.read more...

April 2019 | Text by Andrea L. Ames 

"Everybody sells" – it’s not just a slogan anymore

A great opportunity awaits post-sales content professionals who choose to embrace the idea that "everybody sells." With the value our content provides to customers, we can directly contribute to customer acquisition and retention.read more...

March 2019 | Text by France Baril 

Do we need to pump the brakes on chatbots?

In the last decade, chat has become the most popular platform for customer and technical support. Support is a huge cost for business. With the hype around Artificial Intelligence and deep learning, there’s a lot of excitement about the possibility of replacing live support with chatbots. But a deeper look shows the technology has a long way to go.read more...

March 2019 | Text by Alan Houser 

Is this the end of user assistance as we know it?

Practices around intelligent content and Information 4.0 are becoming increasingly popular in technical communication. Some predict massive, disruptive changes to the way our users consume information, and how we author and deliver it.read more...

March 2019 | Text by Alex Masycheff 

Smart and smarter: Overcoming limitations of rule-based chatbots

Chatbots have come a long way since the first one was introduced in 1966. However, to become a truly helpful user support channel, they still have a long road ahead of them. Knowledge maps, user context and structured content can help make a difference.read more...

December 2018 | Text by Kirk St.Amant 

Usable design – giving users what they expect

Usability is determined by how quickly our users can identify a certain function of our product and use it – a process strongly linked to our users’ experiences and expectations. Here is how understanding cognitive processing can lead to better, more usable designs.read more...

December 2018 | Text by Nithya Krishna 

Don’t instruct, converse!

Conversational user interfaces such as chatbots or digital assistants change the way we seek and perceive information. What we are looking for is an interaction that most naturally resembles a human conversation. read more...