At the WorldWare conference last week I presented “Building Exceptional Product Help Communities”. The emphasis of the conference is on internationalization. My presentation was more about product help, but I touch on translation and localization a little. I covered the following topics:
- The impact of “social” on product help
- Social Customer Relationship Management (SCRM) and how product help can provide a valuable foundation for SCRM
- Help, Marketing, and Sales personalization
- Socializing translation and localization
- Effective information architecture for product help communities
- 3 Guiding Principles of effective (social) product help
- 5 Community Rules of Engagement
- The future of product help
My presentation was well received and it prompted discussion across Twitter and also throughout the rest of the conference I’m told. I’m providing my slide deck here. Alas, the slide deck isn’t intended for a stand-alone and is instead intended to support my talk, but I think many will find value nonetheless.
I also presented an abbreviated version of the above slide deck at the MindTouch All-Hands last week. You can find this on Slideshare too.
