STC Summit 2020
May 8, 2020![STC Summit 2020](https://i0.wp.com/www.sarafeldman.com/wp-content/uploads/Feldman_Humans-and-Machines.png?fit=1140%2C645)
I hope you learned something! Let’s connect on LinkedIn and/or Twitter so I can learn from you 🙂
Resources for how to write for humans and machines
- PDF of the presentation slides
- How consumer needs shape search behavior and drive intent (Think with Google)
- Understanding the Difference Between a Bot, a Chatbot, and a Robot
- Rule-Based Chatbots vs. AI Chatbots: Key Differences
Customer Service and Self-Service
Our content helps service and support roles assist other people directly and our content helps customers via unassisted self-service functions.
![](https://i0.wp.com/www.sarafeldman.com/wp-content/uploads/asssited-and-unassisted-support-e1589666456305.png?resize=681%2C275)
![](https://i0.wp.com/www.sarafeldman.com/wp-content/uploads/CX-Predictions.png?resize=540%2C304)
How our Work has Evolved
Our jobs have become so much more cross-functional and collaborative to deliver meaningful content.
![](https://i0.wp.com/www.sarafeldman.com/wp-content/uploads/Communication-Requirements.png?resize=540%2C304)
Gartner: Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service
![](https://i0.wp.com/www.sarafeldman.com/wp-content/uploads/Digital-Adoption-and-Usability.png?resize=540%2C304)
Usability Heuristics for Interaction Design
Writing Strategy and Supporting Functions
There’s a lot to consider, and technology will certainly go a long way to assist, but we need to adjust some old habits to accommodate new contexts.
- Word choices: How the Writing in Technical Writing Should Evolve
- Mailchimp Style Guide: Writing for translation
- Accessibility
- SEO: Google Featured Snippets Guide
- Structured Content
- Google Tools
- Page Speed Insights (analyzes and generates suggestions to make webpages faster)
- Lighthouse (audits for performance, accessibility, progressive web apps, SEO, and more)
![](https://i0.wp.com/www.sarafeldman.com/wp-content/uploads/Writitng-Strategy-and-Supporting-Functions.png?resize=540%2C304)
Job Market Impact
There are opportunities to advance your career or collaborate with new roles.
- Introducing the Conversational UX-Copywriter
- Content Writing for Your Bot
- How to Optimize for Smart Speakers and Voice-Activated Devices
![](https://i0.wp.com/www.sarafeldman.com/wp-content/uploads/Job-Market-Impact.png?resize=540%2C304)
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