CRAGMERE, NJ - AT&T LOCAL
, I'm in total agreement that we now rely on obestole delivery channels. Even if branded content is superb, when customers can't find it, they quickly choose user-generated content instead. The tragedies of ineffective content delivery channels are severe: customers become frustrated, the brand loses touch point opportunities and technical writers gradually lose professional relevance. I was struck by the comment that no one is reading the "appalling documentation site." I suggest that said "documentation site" rarely exists at all. Much like the airline example from your LavaCon presentation, corporate web real estate is controlled by competing constituencies. Documentation is seldom viewed worthy of prominent presentation. So I would say, perhaps the rebuke should be "Why on earth isn't your brand offering a usable documentation site?" I think you're right to be pushing this point, and encourage you to continue to make the case, as high up in corporate hierarchies as possible. Customers truly want to read compelling effective content. We have to persevere until we "Make it So" Tristan
Did not leave a message.
Called me at work.
© CallHunter | Comments | Resources | Terms | Privacy