We’ve seen a little bit of a trend where we think about learning content and structure almost as mortal enemies, and we see some degree of resistance to wanting to use structured content for learning and training materials. And we want to dig into a little bit of why that might be.

—Gretyl Kinsey

“Content as a Service is becoming a necessity to really deliver a strong customer experience from an answers and knowledge perspective.”

– Patrick Bosek

“Do we still have places where building a static site or a static set of help materials makes a lot of sense? Totally. But there’s a natural aspect of dynamic changing content. If that content is going to be a little bit different based on who or where or when you access it, then you can’t build it statically. That’s one of the things you’ll never get from a PDF.”

– Patrick Bosek

“Without a gatekeeper, things can go awry very quickly. Other groups can take ownership of a particular piece of the tech stack and then you start to have some issues.”

– Bill Swallow

“We have an aging technical communicator community. We’re not necessarily attracting the younger generation. UX designer sounds more modern and interesting.”

– Dawn Stevens

“If you want a better user experience and more customer loyalty, you need accurate content.”

– Rahel Bailie