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The customer journey, which consists of the different stages a customer goes through before making a purchase, has significantly evolved in recent years. This is largely due to digital transformation. The shift requires businesses to adapt accordingly with an emphasis on customer experience, notably by...

IXIASOFT CCMS Desktop has a staggering number of features. Without even getting into all the things you can configure in IXIASOFT CCMS—which is practically everything—there’s an abundance of buttons, options, and little shortcuts to take advantage of. I’ve picked up more than a few tricks...

What exactly is Information 4.0? Industry 4.0 is the term for firms using automated systems and data within a “Smart Factory” environment to create increasingly customized products where physical goods are accompanied by a virtual component. In the Industry 4.0 context, how can we best assist...

Are you a competent technical communicator? The creation of information for use shall be assigned to competent persons (*)(*) ISO 82079 -article 10.1  Are you a competent person?Sure you are… because you love writing. That’s why you decided to move to technical writing.If you excel at English...

What are production metrics, and why should we measure them? In a nutshell, production metrics provide the ability to:Set more accurate project estimatesGood from a project management standpoint Justify need for more resources (tools/people)Production metrics make it much easier to make effective arguments...

Ericsson and DITA Many customer product information groups at Ericsson are dependent on organization and product areas. Ericsson delivers customer product information continuously and in several tracks for a large number of software and hardware products.Ericsson has a legacy base of information content to be updated...

A content set grows organically over time. It’s created over many years, by many writers with many different writing styles and degrees of detail. In many cases, the content creators are no longer part of your company. Their content, however, lives on.It’s possible the content...

DITA XML can be daunting, especially for newcomers from authoring environments like MS Word. The fundamentals of good technical writing, however, are embodied in the DITA standard. Once you wrap your head around a few simple concepts, it is not as hard as it first...

An Intro to DITA DITA stands for Darwin Information Typing Architecture, and is an XML-based open standard for developing, managing, structuring, and publishing content both for print and the web. DITA is not just a standard but a methodology—some might even call it a philosophy. Unlike...

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