Collaboration across Support and Marketing over content delivery

Presentation Abstract

By nature, customer support for mobile devices should be mobile: Always accessible, regardless where you are with the device and whether you have an online connection up or not. It is from this premise that we at Nokia Care Content Management started working together with the Phones development team some five years ago to come up with a mobile app that would service the needs of both consumers and business alike.

While initially the key drivers for the new Care application were to enable consumers instant access to both self and assisted support, and in the process save resources by moving content from in-box printed material to the app, right from the onset it was clear that this means of direct interaction with the consumer could be used for several other purposes too. Suddenly this seemingly “dull support area” was at the center of much attention and excitement. This presentation is about that journey and how we were able to combine the best of both worlds, user guidance with marketing consumer engagement.

What can attendees expect to learn?

  • One approach to providing support content through mobile devices
  • How to work with different stakeholders to deliver on consumer expectations while also serving key business needs with regards to consumer support

Meet the Presenter

HelenChambersHelen has 17 years of experience in the design, creation, localization and publishing of support documentation for mobile devices, first with Nokia and now at Microsoft.  During these years she has led various multicultural content management teams and organizations through a multitude of changes, such as migrating a proprietary CMS to DITA XML, transforming an online support experience from desktop to mobile and designing for minimal print. Helen’s spare time is spent enjoying the outdoors with her family and taking part in several cultural and social activities, for example in her role as the president for the local PTA board.


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