A Customer and a Bot Walk Into a Bar

A Customer and a Bot Walk Into a Bar

The future of TechComm will involve writing for humans and machines. Mark Baker began talking about ‘Every Page is Page One’ in 2011. His tenet was transformative and remains relevant. But now TechComm strategy needs to evolve even further to support content extensibility across increasingly dynamic touchpoints.

Every Snippet is Snippet One

Gartner’s recommendations for the future of customer self-service include the need to “distribute consistent knowledge across all self-service and assisted channels.”

Any content snippet will need to be able to perform in a variety of ways, many of which we cannot even anticipate. How will our writing, in terms of both structure and word choice, need to adapt?

I presented on this topic at the 2020 STC Summit – see my presentation details.

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