President and Chief Information Architect at Precision Content Authoring Solutions
Rob Hanna is a professional technical communicator and leading expert in structured XML authoring, DITA and content management. Over the course of his career, Rob has consulted to or worked for several Fortune 500 companies including Cisco Systems Inc., Sun Microsystems, Xerox (NASDAQ, Research In Motion, among others.
In 2014, Rob was awarded the rank of Fellow of the Society for Technical Communication (STC) and earned the Enterprise Content Management Specialist (ECMs) designation from AIIM. Rob earned his certification from Information Mapping International as an Information Mapping® Certified Consultant™ (IMCC) in 2013 and holds a certification from AIIM as a Certified Information Professional (CIP).
Rob is the President and Chief Information Architect at Precision Content Authoring Solutions Inc. (formerly Ascan Information Architects Limited) in Mississauga, Canada.
Rob is a member of the OASIS DITA Technical Committee working on the Technical Documentation Subcommittee. He is an executive member of AIIM’s First Canadian Chapter. He has served as a national director for the STC and as the vice-chairman for the STC Certification Commission.
Your customers demand reliable customer service and don’t have time to waste with poor self-serve support portals that contain less helpful content than they should. Many customer service agents suffer from a lack of good warrantied product information and spend a lot of time copying and pasting information from PDFs, emails, and websites. The technology they use seems to be in constant flux yet access to the information they need doesn’t seem to get that much better. There has got to be a better way.
What if there was a better medium for finding, using, and exchanging the highest value content in your organization? Microcontent is a basic building block of good product documentation. When it can be broken out of that content, it can be used in many ways to feed other documents, FAQs, emails, knowledge bases, and even chatbots. Microcontent is also an ideal level of granularity to contribute and curate new source information to be used across the enterprise. So what is it and how does it work to provide a better customer service experience? Attend this session to gain more insight into microcontent and how it can help.