Multi-Channel Publishing

Introduction

Multi-channel publishing is writing, editing, and maintaining content to be disseminated though more than one outlet (e.g. paper, web, help system, training materials, etc.). I remember attending a workshop in Memphis where Joann Hackos spoke about it. Around that same time, I went to a Society for Technical Communication conference[^ Society of Technical Communication Region 5 Conference. Hosted by Oklahoma Chapter STC. Tulsa, OK, September 29–October 1, 1995.] where the good folks at Wextech (Doctohelp) and Bluesky Software (Robohelp) were pushing their single-sourcing products.

Originally, single sourcing was for print and online help. This is a critical distinction because now, mulit-channel publishing is used from many inputs to many outputs. Factors introduced since then have been adding dynamic data sources, collaborated documents, SME interviews, previous documentation, and now AI. Modern enterprise CMS like Sitecore and Adobe Experience Manager can chunk information and use those chunks to stitch together content for a particular situation or audience.

I loved Winhelp and still kind of miss it because RTF was a more robust markup language (because of the inclusion of a style sheet).

Call Center

This

I wrote paper-based and online help system for a call center with 400% turnover for a completely new system.

Content

I wrote paper-based and online help system for a call center with 400% turnover for a completely new system.

Design

The call center was moving from green screen to a Windows-based system. Considering the turnover, I distilled the information only needed for the employees to perform their tasks.

Dissemination

This was context-sensitive help embedded within the new system. Because the green screen system was scripted and the new system was not, I created a script within the online help. The printed documentation was in the form of job aids and instructional materials.