Creating effective content that benefits both end users and organizations requires a sophisticated skill set and expert knowledge. It can take years to develop this knowledge, and seasoned information developers are subject-matter experts in their own right. And yet, information developers are often overlooked and undervalued. The InfoDev Academy is an online community and learning platform specifically for information developers – professionals who work with fact-based, verifiable content that is meant to be used. Our mission is to help you create high-quality content, advance your career, an ..read more

Four tips for writing great microcopy that can help you increase your bottom line Which sign would you prefer to find on the coffee machine when you get to the office in the morning? This one: Or this one: This isn’t precisely microcopy because it’s not a digital product—it’s a paper sign. But the difference between the two signs is the essence of microcopy. These words can be disappointing and frustrating, but the correct phrasing can make the connection with our users more human, clear, motivating, and enjoyable. Microcopy is… The words and phrases in a digital product that guide user acti ..read more

I'd like to introduce you to Kevin Nichols, an award-winning digital content strategy expert and executive director of experience at AvenueCX, a omnichannel content strategy consultancy specializing in personalized customer experiences supported by content. In this interview, Nichols shares best practices and insights from his work with content teams looking to build scalable content personalization capabilities. Scott: What do you mean by the customer journey? Kevin: When I talk about a customer journey, I mean any model representing a customer's relationship with a brand that captures either ..read more

In 2010, I wrote an article for Multilingual magazine in which I argued that we should focus our efforts on solving the biggest technical content problem: personalization. Back then, my argument was this: unless you provide a personalized technical documentation experience, you aren’t delivering what consumers require, regardless of what languages they understand. The stakes are high. Getting content wrong means missing out on new revenue streams worth $1.7 trillion to $3 trillion, according to McKinsey & Company analysts' estimate. When you make it inconvenient for consumers to find the i ..read more

In this column, I introduce you to Stuart Culshaw, co-founder of a global community of technical communication professionals known as Tech Writers Without Borders (TWWB). The members of TWWB volunteer to help charities, humanitarian organizations, and other nonprofits improve the quality of the documentation and educational resources they use to train and support their staff and volunteers. Scott: Stuart, thanks for making time to talk to us a bit about Tech Writers Without Borders. Before we dive in, tell our audience how you came to technical writing? Stuart: I'm originally from England but ..read more

We’re going to let you in on a little secret. The key to delivering personalized content experiences at scale is standardization. That's right. Standardization enables personalization, and we call this truth the "Personalization Paradox." The Personalization Paradox When we think of personalization, we often think of unique content created and delivered for a unique individual. But creating content this way isn't scalable. The only way to deliver personalization at scale is to automate content delivery. And for that to work, you've got to change how you "do" content. With standards, your syste ..read more