STC Summit 2020

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I hope you learned something! Let’s connect on LinkedIn and/or Twitter so I can learn from you 🙂

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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.

How our Work has Evolved

Our jobs have become so much more cross-functional and collaborative to deliver meaningful content.

Gartner: Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service

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
  • WCAG Guidelines 2.0
  • Accessibility Evaluation Tool
• SEO: Google Featured Snippets Guide
• Structured Content
  • What’s the deal with structured content?
  • Introducing Structured Data
• Google Tools
  • Page Speed Insights (analyzes and generates suggestions to make webpages faster)
  • Lighthouse (audits for performance, accessibility, progressive web apps, SEO, and more)

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