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Content operations Industry insights Podcast Podcast transcript

The challenges of content operations across the enterprise (podcast)

In episode 167 of The Content Strategy Experts Podcast, Sarah O’Keefe, Alan Pringle, and Bill Swallow discuss the difficulties organizations encounter when they try to create a unified content experience for their end users.

AP: Technical content, your tech content or product content, wants to convey knowledge so the user or reader can do whatever thing that they need to do. Learning content is about improving performance. And with your knowledge base content, it’s when, “I need to solve this very specific problem.” So those are the distinctions that I see among those three types.

SO: Okay, and from a customer point of view, what does this mean?

AP: Well, in reality, I don’t think the customers care. They want the information available, and they want it in the formats they want it in. And also, they want the right information so they can either get that thing done, improve their performance, or solve a specific problem.

Sarah O'Keefe
June 3, 2024
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Industry insights Podcast Podcast transcript

Pulse check on AI: May, 2024

In episode 166 of The Content Strategy Experts Podcast, Sarah O’Keefe and Alan Pringle check in on the current state of AI as of May 2024. The landscape is evolving rapidly, so in this episode, they share predictions, cautions, and insights for what to expect in the upcoming months.

We’ve seen this before, right? It’s the gold rush. There’s a new opportunity. There’s a new possibility. There’s a new frontier of business. And typically, the people who make money in the gold rush are the ones selling the picks and shovels and other ancillary services to the “gold rushees.”

— Sarah O’Keefe

Alan Pringle
May 13, 2024
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Case study Content operations

Replatforming an early DITA implementation

Bill Swallow, Director of Operations at Scriptorium, and Emilie Herman, Director of Publishing at the Financial Accounting Foundation (FAF), shared lessons learned from a DITA implementation project. 

What did we want to accomplish with our project? One was to develop a single source of truth for our content, a single system to host all of it. Secondly, we wanted to modernize our information architecture and our content models and document all of it clearly. Lastly, we wanted to futureproof our content operations and go to a digital-first workflow.

— Emilie Herman

Bill Swallow
May 6, 2024
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Content strategy Industry insights Podcast Podcast transcript

Self-service content in the age of AI with Patrick Bosek

In episode 165 of The Content Strategy Experts Podcast, Sarah O’Keefe and guest Patrick Bosek of Heretto discuss how the role of customer self service is evolving in the age of AI.

I think that this comes back to the same thing that it came back to at every technological shift, which is more about being ready with your content than it is about having your content in the perfect format, system, set of technologies, or whatever it may be. The first thing that I think either of us will say, and a lot of people in the industry will tell you, is that you need to structure your content.

— Patrick Bosek

Sarah O'Keefe
April 29, 2024
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Content operations Learning content Podcast Podcast transcript

How reuse eliminates redundant learning content with Chris Hill (podcast)

In episode 164 of The Content Strategy Experts Podcast, Alan Pringle and special guest Chris Hill of DCL talk about where you can find redundancy in your learning content, what causes it, and how a single source reuse strategy can eliminate duplication.

You really start to run into trouble when you need to make version two, and you discover a problem with version one. If I’m making some marketing materials, maybe I need to use some information from the engineering team or from the manuals for whatever product I’m marketing. I might just copy that information over and put it into my marketing materials. Then, when we go to produce our training for that particular product, we might say, “Okay, I need that stuff. I’m gonna copy that from wherever I can find it,” which might be from marketing or engineering depending on where I look and who I know better or which repository is easier for me to get to. The problem here is that if anybody has made any edits along the way, they have to ensure that those edits are propagated through all these departments. And that doesn’t always happen. 

— Chris Hill

Alan Pringle
April 8, 2024
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Content operations Webinar

AI needs content operations, too (webinar)

In this episode of our Let’s talk ContentOps! webinar series, Scriptorium CEO Sarah O’Keefe and special guest Megan Gilhooly, Sr. Director Self-Help and Content Strategy at Reltio, explore how to successfully integrate AI into your content operations. They discuss how to use AI as a tool, how to create content that an AI can successfully consume, and how the role of the writer will shift in a GenAI world.  

In this webinar, you’ll learn

  • The role of content in training the AI
  • How semantic content drives chatbots
  • How AI may change the way you write
  • How to adapt in a GenAI world

Sarah O'Keefe
March 25, 2024
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