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Exceptional Customer Experiences Require Microcontent

In customer experience, big efforts often eclipse smaller ones, but it’s the little details that matter more than you think. 

Hosts Scott Abel, The Content Wrangler, and Patrick Bosek, Co-Founder & CEO at Jorsek, makers of easyDITA, sit down for some coffee and a chat with Rob Hanna.

Content is massively important to customer experience. Organizations have long put emphasis on large scale efforts, minimizing the smaller details. The trouble is, it’s the details that take can make or break a customer’s experience.

In those details, microcontent is a key player. It’s time we paid it the attention it deserves. 

Meet Your Content Pros

Featured Guest

Rob Hanna

President & Chief Information Architect, Precision Content Authoring Solutions Inc.

Rob Hanna is a professional technical communicator and leading expert in structured XML authoring, DITA, and content management. Over the course of his career, Rob has consulted to or worked for several Fortune 500 companies including Cisco Systems Inc., Sun Microsystems, Xerox (NASDAQ, Research In Motion, among others.

In 2014, Rob was awarded the rank of Fellow of the Society for Technical Communication (STC) and earned the Enterprise Content Management Specialist (ECMs) designation from AIIM. Rob earned his certification from Information Mapping International as an Information Mapping® Certified Consultant™ (IMCC) in 2013 and holds a certification from AIIM as a Certified Information Professional (CIP).

Rob is the President and Chief Information Architect at Precision Content Authoring Solutions Inc. (formerly Ascan Information Architects Limited) in Mississauga, Canada.

Rob is a member of the OASIS DITA Technical Committee working on the Technical Documentation Subcommittee. He is an executive member of AIIM’s First Canadian Chapter. He has served as a national director for the STC and as the vice-chairman for the STC Certification Commission.

Scott Abel

Founder, CEO, Chief Strategist, The Content Wrangler

Known affectionately as The Content Wrangler, Scott Abel is an internationally recognized global content strategist who specializes in helping organizations deliver the right content to the right audience, anywhere, anytime, on any device, and in a language. Scott is the Founder, CEO, and Chief Strategist at The Content Wrangler, Inc.

PAtrick bosek

Co-Founder & CEO, Jorsek Inc., makers of easyDITA

Patrick is a co-founder of Jorsek Inc., makers of easyDITA. Since beginning with Jorsek Inc. in 2005, Patrick has worked on a wide range of projects all focused on improving authoring, production, and distribution of content. Most recently, his primary focus has been empowering the users of easyDITA and generally advancing the product documentation industry.

About Coffee and Content

Scott Abel and Patrick Bosek love coffee, but coffee is best with friends and a good discussion. So, we combined the lot, and voila!

Coffee and Content started with them wanting to meet up with industry experts for informal discussions about what’s happening in the world of content and beyond. Just add coffee and let the delectable surge of caffeine stimulate lively conversation on industry goings-on.

Join us for some no-nonsense takes from smart people hopped up on java. Without a strict agenda beyond the topic at hand, these talks are bound to leave you with learning and laughter, all in the time it takes to enjoy your morning cup of coffee.

We’re excited to have you!

Tim Ludwig
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