This opening keynote will investigate:
Relevance of search is determined by a combination of content metadata, contextual knowledge about the user, and the search query itself. The challenge therefore resides in collecting and analyzing these elements, and applying them systematically to every search query to create truly personalized search results.
How to match contacts and information?
How to do information experience architecture design and development?
How to evaluate and quantify the user experience and incorporate it into the devops process?
This topic focus on the practice and thinking in exploration of information experience.
Almost every large company has recognized that it is in the customer experience business. Understanding the customer journey and brand interactions across channels and platforms and their impact on customer experience is crucial for creating a unified CX strategy. But too often, marketing and technical communication content silos and a cluttered IT landscape create disconnected content worlds in voice and tone, visual consistency, and unified accessibility. It’s a complex system coming with a lot of challenges.
In this presentation, Stefan Gentz, Senior Worldwide Technical Communication Evangelist at Adobe, will dive with you into the world of customer experience strategy and how to blend technical communication seamlessly into the digital experience world of today’s customers.
1. Provide users with personalized assistance,including traditional materials, intelligent materials (accurate personalized recommendations, guide guidelines, automated execution, etc.).
2. Through a specific tool and service platform, you can quickly develop all kinds of user-aware information
3. The product can be improved by “Let the software speak” according to the panorama trajectory analysis of a user’s behavior.
Large and medium-sized enterprises have many product models, frequent product updates, so the requirements for content production, content management, content translation and multi-channel publishing of technical information are: content production tool should be simple to operate, content management system should be intelligent, content translation should be quickly and low cost, finally multi-channel publishing needs to be completed with one click only.
Founded in 2003, Sinoview provides enterprises with complete solutions for technical content writing, management, publishing and translation. We have both insight into future trends and strong development capabilities, so that companies not only have cretive ideas, but also have a proven practical solution.
In this talk, you will learn more about how to overcome the limitations of traditional content creation and publishing. You will discover how new technologies optimize the customer experience through collaborative creation, taxonomy management, and dynamic publishing. You will also learn how a content supply chain approach can help companies meet their current and future content needs through intelligence and automation using structured content management.
Various components of the text are likely to have an impact on the reading experience, such as row length, row height, font size, font, picture aspect ratio, title font size ratio at all levels, number of paragraphs, background color, and so on. This report will share our exploration of this issue and focus on sharing our empirical research on the impact of the element “row length” on the reading experience, mainly on research processes, experimental design and research tools (such as eye tracker, brain activities, skin activities), etc.
How can you inspire users to communicate with your products and writers? How can experts contribute their best practices to your documentation? How can you make your content user-friendly and scenario-based? How can you make the value of the content measurable and visible?
Nowadays, documentation is not only there to help existing customers use the product; it can be a touchpoint for potential customers too. Through our bounty program, users can get involved in making contributions to the content, by editing documentation, or by making content proposals through crowdsourcing channels or technology communities.
This presentation shares the main points of the model known as Information 4.0, an informational response to Industry 4.0. This model was developed by the Information 4.0 Consortium, which promotes exchange between the worlds of technology and information development and management. The model represents our understanding of what is needed to effectively meet the informational needs of users faced with AI, IoT, Bionics, Augmented Reality, etc. We don’t consider this model as definitive or fixed, it is a living body that will evolve with changing needs.
The presentation focuses on two central notions:
New technological capacities, tied to mobile devices, wearables, and eventually implants, will make it so that context and content interact, change each other, and influence user behavior. Ultra-fine context sensing and personalisation cannot happen without AI, and information design must become molecular – chunked into very small units – to support it.
This also means that development technologies and the technology of information management and delivery need to be integrated at the moment of product design, with technical communicators inside product design teams. This is part of the theory of agile product design, but has not, so far, been well implemented.
In a place like China, where there is no long history of practice, there is a particularly good opportunity for leadership and innovation developing new practices adapted to the future. This kind of approach is also applicable to initiatives such as Smart Cities, another area where China is investing heavily.
How do TC people constantly tap into their own value and get full recognition?
How does external non-professional evaluation evolve into an internal professional evaluation?
How can big data be used to integrate management ideas?
The development direction of TC business and the future conception of a TCer
This presentation introduces the development of enterprise technical documentation in terms of personnel, technology and platform.
In this workshop, structured writing means a standardized, methodological approach to content creation incorporating systematic labeling, modular, topic-based architecture, constrained writing environments, and the separation of content and form.
This approach is the key to creating intelligent content, applying single sourcing strategy and a must-have mindset for CMS implementation.
Structured writing and DITA is frequently required in job descriptions. If you are an experienced writer seeking a promotion to be an information architect, this is a quick beginning.
ECM platform big picture view, establishment, project road sign, and operation.
ECM development trends.
This theme covers:
(1) Document DevOps Delivery Value: How to bring the value of improving document development efficiency, reducing operating costs, shortening delivery cycle and improving customer satisfaction for internal and external users.
(2) Document DevOps support theory: three-tree model and DIKW model.
(3) Document DevOps core practices: collaborative development, continuous publishing, on-demand publishing, quality assurance, high availability, sustainable growth and other means and methods.
Technical documentation departments are torn between two poles. On the one hand they should provide accurate information in the most efficient manner in time. On the other hand traditional workflows producing PDF files to be printed no longer meet the demands of customers and field service providers. Structure content authoring is not only the state of the art way for efficient production of technical documentation. But can also be used as source of intelligent information to support customers and field service providers in far more ways than just lengthy manuals.
For example letting customers find the right answer rapidly via a self-service app. Or letting an interactive fault tree guide them through the decision making process of dealing with a support case. Others have experienced the benefits of ordering spare parts orders right the first time all the time. In Industry 4.0 environmental machine data can give operators as well as technicians actual advice on the actions to be taken in a certain context. Service technicians are more efficient if intelligent maintenance tables only show them the tasks to be done.
This talk investigates how SCHEMA’s customers excel in technical documentation and in service thanks to structured content authoring.
Customer issues have always been an toll on the development resource. We’ve started an initiative to prevent recurring customer issues by transforming the help content. In the presentation, I will use examples to show how we transform the content: We’ve done analysis of our target audience’s real tasks, mapped content towards those tasks, and improved the structure and semantic tagging of our content to make it more discoverable and easier to consume.
To track the success of the content transformation, we have been monitoring the number of customer tickets and see how the transformed content actually makes an impact on the customer issues.
Primary topics are:
Deductive Reasoning – you can figure it out yourself!
Gestalt: Filling in the gaps
Constructivism: where do users find meaning in UA?
Action-Learning and Cognitive Demand
What’s Competency got to do with connections?
Finding help and making it count through Connectivism
Learning by doing and generalisation
Does Your Content Strategy Include Your Product?
The Cognitive Spiral: Integrated Connective Competency
Learning is more Important than Knowing
Integrated Stakeholder Communities: creating value and re-injecting it into the system
The biggest challenge to go extra is to find the overseas native speaker talents (content marketing mainly) and bring them to work onsite in China.
In this speech, WeiWei Cao will share Alibaba International User Experience best practices how to build up the remote and in-house resource pool to provide the seamless one stop content solution (content and design).
And if most organizations like to set this is as a mid- or long-term objective, it is however not a localization process that is recommended for all types of enterprises.
In Jason’s observation, the reasons of issues are far beyond lacking of hands-on skills, instead, what’s more important is on deeper level, such as principles, structures, strategies, or even mindsets and value propositions. To really help those companies, it requires systemic thinking and full involvement of internal stakeholders and external expertise from TC, MarCom, L10n, I18n, etc.
– Very few Chinese universities offer technical communication education, as a graduate student, how can I prepare for a technical writer job?
– I’m a junior writer with 2 years working experience. I am worried about my future. Is technical writing a job that I can spend my entire life to pursue? Or I need to change my role to be a designer or salesman or whatever?
– I’m a writer with 5 years experience. I am good at my job. My only concern is that our management does not value writers at all. We get less paid than engineers, get no training, and get no promotion. I’m frustrated with this. What shall I do?
– I’m a writer with 10 years experience. I get tired with my job. I’m already familiar with my responsibilities and job content, processes and tools. I reach the bottleneck in my career. What shall I do?
– I’m a writer and I think I also do things beyond a writer, such as translating documents, writing marketing articles, and even giving English training to developers. What are a writer’s responsibilities in your opinion?
In this workshop you will:
– Get an introduction to the all-new user interface,
– learn how to configure RoboHelp 2019 for your needs,
– create a new project from scratch,
– import content from Microsoft Word and FrameMaker,
– create your first CSS3 Stylesheet with the new visual CSS designer,
– edit the XML-based HTML5 in the all-new source code editor,
– learn how to work with snippets, variables, and conditional text,
– learn how to re-use content, create micro-content, personalize content, and reuse content.
– experience the magic of “Responsive Authoring,”
– and finally, publish your project to Responsive HTML5 and PDF.
To take full advantage of the workshop, you may want to bring your own laptop and pre-install the new RoboHelp 2019. You can download a free and fully functional 30-day trial version here:
But what does this mean for the technical communicator? What is his/her role in all of this? This presentation will:
• paint the big (IoT) picture and inform technical communicators and technical documentation managers on the crucial role technical documentation plays in this new landscape.
• help with further understanding about the impact of IoT on Service Information.
• and explain how a solid content strategy (allowing for dynamic and aug-mented service information delivery) combined with IoT strategies will improve the profitability in the service business in both the short and long term.
In this presentation, Robert Kratky will talk about tech writing workflows that include editing plain-text formats, collaborating through version-control repositories, running custom scripts for validation checks, and automating docs deployment.
Is it for you? How can you benefit from adopting a process that treats docs as programmers treat software source code? Come and learn about it!
Nate will share results from recent research projects that they have been involved in and give information about research projects they are about to start. He will also share their sources for business analysis so you can follow the trends yourselves; for example industry standards, podcasts, and communities.
This panel discussion sheds lights on how to correctly communicate and interact with an R&D people, from the perspective of a developer, a product owner, and a quality assurance engineer.
The topic covers the following:
– My role and my job responsibilities, part of my work requires communication with a TW
– My pain points or frustrations when a conversation occurs between a TW and me, examples provided
– My suggestions and expectations towards a TW in terms of communication, for example, how to get information efficiently?
The essence of good copy is to turn every message in your product into a valuable conversation. You can keep these tips in mind:
Copy must contain useful data but must not be poorly presented
Copy must be presented in a visually amazing way but not show the lack of meaning and purpose.
You must keep a good balance between words and graphics, and make them work together. You must aim to make your words more approachable and less arduous for your readers. By using both empathy and logic to design your product, you must play the pivotal role of endorsing the product with not just good but great copy.
As a technical communicator, you can expand your portfolio by being an advocate for your product’s design. You can work towards shaping product experiences by creating useful, meaningful copy and drive cohesive product narratives across multiple platforms and touch points. You must advocate the design you want to see in your user interface by creating not just good but great copy.
Quan’s talk addresses the following three aspects: Accessibility-related policies, important professional and corporate guidelines, and accessibility techniques. First, he gives an overview of policies including Americans with Disabilities Act (ADA) and Section 508 of the Rehabilitation Act (Federal Electronic and Information Technology). These policies largely guide the practice of information and Web accessibility and provide valuable lessons for developing markets like China. Quan introduces widely-adopted professional guidelines, with a focus on the Web Content Accessibility Guidelines (WCAG) by the W3C. He discusses how visual, motor, auditory, and cognitive disabilities affect information use and key techniques to eliminate barriers of information access.
Technical communicators work in a wide variety of settings and with a variety of document medium and genres. Quan’s talk aims to raise awareness of accessibility among technical communicators, provide a professional framework for reference, and offer helpful tips. It is his bigger hope that Chinese technical communicators would examine how accessibility applies to their work and advocate for accessibility.
2018’s flood of accessibility lawsuits. Bureau of Internet Accessibility. https://www.boia.org/blog/2018s-flood-of-accessibility-lawsuits
In this study, the researcher seeks to provide insights with three cases. The first designer is practicing service design in Finland, the second one is an interior designer who works for a Vietnamese furniture company, and the third one is a UX designer based in China. Each of the participating designers work with a specific group of clients of distinctive demands, and the communication varies profoundly in local contexts. The analysis and discussion will include three aspects: the communication challenges designers encounter, the role of technical communication in designer-clients relationship, and designers’ awareness and use of technical communication.
It needs to be noted that this is a study at its preliminary stage. The long-term goals include providing support to working professionals with regards to workplace communication and exploring the possibility of applying technical communication education in university departments like Design and Engineering. The researcher intends to share primary data including narratives and interview responses with the hope of sparking feedback and critique from the audience.
If you have these concerns, then this presentation is for you! The term User eXperience (UX) has been around for a while, but User eXperience Writer (UXW) is the latest buzz phrase that’s just emerging now. Evolving from TW to UXW is not a natural phenomenon, so this presentation will show you how.
First, you must overcome all the obstacles. The first are the traditional TW’ers themselves. ‘Leave us alone to endlessly tweak the mammoth. We like being alone.’
Then, there’s your boss. ‘Can’t they just keep doing what they’re doing until a customer says they don’t need these User Guides.’
Finally, there are the User Interface Designers and the Graphic Artists in the UXD team. ‘Who are these upstarts to encroach on our territory?’
So, will this presentation be a ‘eat less, exercise more’ list of obviousisms? No. It’ll simply be a TW-to-UXW walkthrough using two case studies. I’ll show the path, but you will have to walk it yourself.
The premier gathering event for all decision-makers and specialists in the field of technical communication in China.
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