Sourced through Scoop.it from: m.elcomcms.com
Not sure if I’ve posted this before. Good info. Thanks to Kerry Butters for curating this and posting on Twitter. –techcommgeekmom
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Danielle M. Villegas is a technical communicator who currently consults for Cox Automotive, Inc., and freelances as her own technical communications consultancy, Dair Communications. She has worked at the International Refugee Committee, MetLife, Novo Nordisk, BASF North America, Merck, and Deloitte, with a background in content strategy, web content management, social media, project management, e-learning, and client services. Danielle is best known in the technical communications world for her blog, TechCommGeekMom.com, which has continued to flourish since it was launched during her graduate studies at NJIT in 2012. She has presented webinars and seminars for Adobe, the Society for Technical Communication (STC), the IEEE ProComm, TCUK (ISTC) and at Drexel University’s eLearning Conference. She has written articles for the STC Intercom, STC Notebook, the Content Rules blog, and The Content Wrangler as well. She is very active in the STC, as a former chapter president for the STC-Philadelphia Metro Chapter, and is currently serving on three STC Board committees. You can learn more about Danielle on LinkedIn at www.linkedin.com/in/daniellemvillegas, on Twitter @techcommgeekmom, or through her blog.
About 80-90% (plus or minus whatever) of the customer life-cycle is missing from this diagram. Maybe that’s because the content related to this part all too often receives little or no investment.
Note: The above observation is not original thought on my part. Rahel Bailie has been talking and writing about the problem to which I refer for years now.
Oh, as you’ve pointed out, there’s a lot missing. And speaking Ms. Bailie, there are entire books written as How-to manuals, including a few books that she’s written. I posted this as a starting point, but yes, people should do a lot more than this, and Rahel’s books are a good place to start for more information.