Scriptorium's Sarah O'Keefe kicked off one of ConVEx's 4 tracks noted that large enterprises don't typically have one source of truth for content across many buckets.
Enterprise customer content is enabling content, information that enables people to do their jobs. The current state of enterprise technical content operations is technically challenging and often dangerous. Need a comprehensive solution for enterprise customer content.
Challenges are culture, departments focus, and content silos. Culture is the biggest one. Tech comm and learning are often in different orgs. Tools for Tech Comm are optimized for technical content and learning management tools are optimized for learning content. A huge us vs. them problem.
Why do we have content silos? They reflect corporate structure. Software is built to solution specific content types. Also, change is slow.
There are legitimate differences. A knowledge base solve a specific technical problem. Many articles, but some are temporary. The audience is support. Learning consent is performance support. Medium volume, audience is new users. Technical/product content is to get the people to use the product successfully, volume and longevity is high. (But just because a page doesn't get a lot of hits doesn't mean it's not important.)
With a CCMS, you assemble components into content objects (topics). Use content objects to build deliverables.
Even though chatbots are wrong and weird, customers like them because they are more fun that search. And also not filled with ads and other garbage. Chatbots are more satisfying, even though they are often wrong. (And everyone wants AI.)
You can't control your customers. You can't compete with ChatGPT. But you also can't control the AI. Your job is to make your information more appealing that getting an answer from ChatGPT.
Search has a tendency to prioritize the critical mass. AI prioritizes differences. So your mistakes rise to the surface with AI.
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