The Content Wrangler Presents: Three Upcoming Webinars Web Content Strategists Won’t Want To Miss

May 11, 2011 Blog No Comments

Looking to learn something new? Got an hour to spare every few weeks? Then register for one of our free Friday webinars, brought to you by MindTouch and The Content Wrangler.

Over the coming weeks we’ll be featuring conversations with some of the best and brightest in the content industry about subjects including: customer experience, terminology management, technical support, and search engine optimization.

Creating Exceptional Customer Experiences Starts With Managing Terminology

Fri, May 13, 2011 10:00 AM – 11:00 AM PDT – Register now!

Content is king, it is commonly said. Writers, editors, proofreaders and other content professionals have promoted this line of thinking, usually when technology creeps into their turf, promising to help them better create, structure, manage, and deliver content to those who need it — sometimes, without their help. As it turns out, they’re right. Content is the lifeblood of an organization. More often than not, content is an organization’s most valuable asset. And yet, despite the critical importance of content, at the terminology level, it is seldom managed efficiently nor effectively.

Join Scott Abel, The Content Wrangler, for a discussion with Val Swisher, CEO of Content Rules, about the importance of managing terminology. Attendees will learn what terminology is, why you need to manage it, and how you can quickly get started. You’ll discover why manual approaches to managing terminology (term lists, word lists, and spreadsheets) don’t work and why using software tools designed to effectively and efficiently manage terminology are better suited for the job.

**Register today and you’ll be entered into a drawing for a free global readiness evaluation. Twenty-five attendees will be selected at random to receive a free content analysis.*** Some restrictions apply.

About Val Swisher: Val founded Content Rules recognizing that even the largest companies often do not have the technology, people, and expertise to create content that is global ready. Founded in 1994, under her leadership the company has grown to encompass 20 full-time employees, 180+ customers, and an extensive network of contractors.

Val is a past member of the Society for Technical Communication and the Localization Industry Standards Association, and a frequent speaker on how to create, standardize, and get your content ready for the demands of the global market place. Publications include: “The Comprehensive Guide to Computer Telephony Integration,” published by CT Institute Press, and “Mastering Network Management,” published by Numidia Press.

Lessons from the Masters: Trends You Need to Know for Your Next Web Support Site Makeover

Fri, May 20, 2011 10:00 AM – 11:00 AM PDT – Register now!

The migration from traditional phone-based support to a Web-based self-service has quietly transformed the entire support relationship. What began as a simple call-deflection channel is now a rich environment for delivering a variety of types of knowledge and creating intensely loyal customers. And the momentum is building: Customer expectations for Web support keep rising as new leaders push the limits of the online support experience.

Join, Scott Abel, The Content Wrangler, for an interesting and informative discussion with Jeffrey Tarter, executive director of the Association of Support Professionals and an influential expert on Web-based customer support. You’ll learn how to keep your support site ahead of the curve in a fast-evolving competitive marketplace.

Drawing on examples from the ASP’s latest “Ten Best Web Support Sites” awards, we’ll discuss five key trends in Web support design that you should take into account in your next site makeover. You’ll learn about the growing importance of community-generated content, the role of the the “three-click rule” in site navigation, and the trend toward deep integration of site content and resources. You’ll also hear about how leading sites are expanding their content delivery well beyond traditional break-fix solutions to emphasize customer success strategies. And you’ll see how top sites create new forms of personalization and customer interaction.

About Jeffrey Tarter: Jeffrey is executive director of the Association of Support Professionals (ASP), an international research and membership organization for customer support managers and other professionals. He is responsible for the ASP’s publications on such topics as services marketing and pricing, call center operations, support salaries, and online support metrics. In addition, he oversees the ASP’s annual “Ten Best Web Support Sites” competition. An award-winning analyst and commentator, he is frequently quoted by the business and trade press.

Search Engine Optimization 101: Understanding SEO

Fri, Jun 3, 2011 10:00 AM – 11:00 AM PDT – Register now!

There’s a lot of talk about search engine optimization (SEO) these days. Many people think of SEO as something you pay a consultant to deliver, or sort of black magic involving secret digital incantations, but that’s just a lot of hocus pocus. In reality, organizations that are successful at SEO understand that it’s all about the content — the words and phrase you choose to use and how you categorize your content play a pivotal role in increasing visibility of your website.

Join Scott Abel, The Content Wrangler, for the first in a series of web discussions focusing on the importance of search engine optimization. In this first of four web events, Scott will talk with SEO guru Jeff Carr of Earley & Associates. Attendees will learn the basics of search engine optimization, how it works, when it doesn’t, what to watch out for, and what you can do to ensure your content doesn’t get lost in a digital haystack. Real world examples will be highlighted. A short question and answer period will allow attendees to ask questions of the experts.

About Jeff Carr: Jeff has a Bachelor of Commerce with a major in Management Information Systems (MIS) and a minor in International Business. He is an individual with initiative, leadership, creativity, communication skills, and the ability to work well with others. He has a keen understanding of the relationship between business strategy and information technology, and strives to consistently deliver high quality solutions to his clients.

Through continuous education and practical experience, Jeff has built a strong multi-disciplinary foundation across many key business areas and has been responsible for the strategy, development and implementation of numerous successful web-based initiatives both large and small.

He has a strong understanding of taxonomy, metadata and enterprise content management, a passion for the social web and online communities and a desire to deliver measurable business benefits by leveraging web technology within the larger enterprise.