STC Summit 2016 has ended
Back To Schedule
Monday, May 16 • 8:30am - 9:15am
Doc is Dead! How Walkthroughs Changed Salesforce's Content Strategy

Sign up or log in to save this to your schedule, view media, leave feedback and see who's attending!

Customers no longer have the patience to read online help or user guides. To help customers better understand why they should use a variety of features, and renew their subscription-based apps, Salesforce conducted research to determine the content types that engaged customers most. The result—Salesforce changed its content strategy. In this session, you’ll learn: what types of interactive content we’re creating at Salesforce, why Salesforce moved to interactive content over documentation, and how a large company changed its content strategy and how customers responded.

avatar for Gavin Austin

Gavin Austin

Principal Technical Writer, Salesforce
Gavin Austin is a Principal Technical Writer at Salesforce, where he writes everything from UI text to API developer guides. He has delivered a number of highly-rated presentations at LavaCon, WritersUA, STC Summit, Agile 2013, Intelligent Content Conference, Content Management Strategies/DITA... Read More →

Monday May 16, 2016 8:30am - 9:15am PDT
Platinum 3