Knowledge Centered Services — How KCS® is More Than a Framework at IBM
Today on Content Insiders, Volker chats with Jason O’Donnell, Support Content Strategist at IBM, about the value of IBM’s support content and how the practice of knowledge centered services increases that value.
According to Jason, “If clients are able to find and use our content in order to resolve their problems when they need it, that absolutely plays into client satisfaction and improves our value statement even more.”
As Volker learns, Jason’s organization uses Acrolinx to look at a large swath of content and quickly identify where the content sits in terms of things like scannability and clarity. Acrolinx really helps move content forward in terms of its helpfulness and maturity.
Hear more from Jason here:
Or watch the full interview:
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