Translating goals into outcomes – A writer’s journey

 

Subha Veerapaneni, Staff Technical Writer, ServiceNow

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Session information

A writer’s journey includes multiple facets, which are a combination of content strategy and content operations at various levels. And it becomes all the more interesting when a product includes multiple business units and writers. Let us understand different touchpoints along a larger customer journey and how a writer can contribute to a larger content narrative.

  • Getting a holistic perspective of content and its deliverables
  • Creating or understanding user journey maps
  • Planning content for a product
  • Implementing proper voice and tone for human touch
  • Collaborating at multiple levels
  • Understanding outcome-based analytics
  • Addressing risks and other hurdles
  • And connecting all pieces together!

About Subha Veerapaneni

An engineer turned writer, Subha loves to create content, deliver best customer experiences, and analyze the outcomes.