Omni-Channel Publishing: The Business Case For A Unified Content Strategy

Joaquin Melara sits down with Scott Abel to discus the benefits of a unified content strategy for omni-channel publishing of technical documentation

In this episode of The AI Digest Podcast, host Joaquin Melara is joined by Scott Abel, The Content Wrangler, to discuss the importance of a unified content strategy for omnichannel publishing. They discuss the significance of creating, managing, and delivering content effectively across various customer channels.

Listen to gain insights into the role of self-service technical documentation as an integral part of the product experience, rather than a mere expense. The discussion also covers the impact of the internet on content publishing and the role of documentation in influencing purchase decisions.

The podcast further explores the concepts of personalization and hyper-personalization in content delivery, emphasizing the need to provide the right information at the right time to the right person. The benefits of a unified content strategy — sometimes referred to as Create Once Publish Everywhere (COPE) — such as improved customer experiences, efficient content management, faster market delivery, enhanced search viability, risk reduction, and scalability, are also discussed.

The unified content strategy was first introduced by Ann Rockley, Charles Cooper, Steve Manning, and Pamela Kostur, in the first edition of their book, Managing Enterprise Content: A Unified Content Strategy (2002 New Riders Publishing), now in its second edition.

The episode ends with an examination of the return on investment for a unified content strategy, particularly for international organizations that translate their content.