- Defining clear and consistently accepted terminology.
- Demonstrating support for the company's strategic and business direction.
- Dealing with problematic senior management biases.
- Establishing and following standards, metrics, and analytics.
Defining Clear and Consistently Accepted Terminology
- Twenty years ago, and even today, there was confusion over “WebHelp” versus “Web Help”, for example. Because of that confusion, many companies bought the wrong tools, hired the wrong people, or just went off in the wrong direction.
- Today, there’s confusion over the meaning of “mobile”. Is it an app? Responsive online help on a laptop and a mobile device? Something else? I recently consulted at a large manufacturing firm that brought me in to help assess its readiness to go mobile. One result was the discovery that the different divisions had totally different interpretations of the term.
- Information 4.0 promises entirely new levels of terminological confusion. Is “molecular content” the same thing as a topic? What’s “dynamic” content? And so on.