SDL Delivers on Vision of Dynamic Publishing That Tailors Online Technical Documentation to Customers’ Needs

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SDL, the leader in Global Information Management solutions, announced today the first release of the company’s end-to-end dynamic publishing technology for technical documentation. The innovative solution developed by SDL’s Structured Content Technologies division addresses the changing demands of Internet and Smartphone users who expect on-demand, personalized and highly-interactive technical documentation. Global companies are realizing that the traditional methods of delivering static PDF and print documentation will be a thing of the past. In the next five years, technical documentation will be transformed from static, printed collateral and PDF to interactive electronic documentation delivered via the web or a Smartphone.

Users of our products have growing expectations of finding interactive content that is delivered to them over the web and personalized to their needs.SDL LiveContent is delivering these key next-generation capabilities for organizations that are adopting.

SDL, the leader in Global Information Management solutions, announced today the first release of the company’s end-to-end dynamic publishing technology for technical documentation. The innovative solution developed by SDL’s Structured Content Technologies division addresses the changing demands of Internet and Smartphone users who expect on-demand, personalized and highly-interactive technical documentation. Global companies are realizing that the traditional methods of delivering static PDF and print documentation will be a thing of the past. In the next five years, technical documentation will be transformed from static, printed collateral and PDF to interactive electronic documentation delivered via the web or a Smartphone.

SDL delivers the first installment on this vision through the integration of SDL LiveContent™ and SDL Trisoft™, the company’s Component Content Management system. This new integration empowers companies to transform static documentation managed as publications into rich interactive, web-based information. SDL LiveContent is a next generation dynamic delivery engine that produces an interactive document with rich animated graphics, sophisticated search for easy navigation and analytics that allow companies to understand how customers are using their content. Customers benefit from technical content that is easy to find and tailored to the products they purchased and their interests. With this announcement, companies that have adopted structured content and DITA, the recognized XML writing standard for technical information, can now take advantage of an out-of-the-box solution that delivers interactive web documents to customers’ browsers and devices.

“Future web content infrastructures for global companies will need to deliver extensive technical documentation, not as a collection of static content, but as dynamic technical content that is graphically rich, interactive and personalized to the customer,” said Mark Lancaster, CEO and Chairman of SDL. “SDL is the first to deliver on this vision by tying dynamic technical publications written in DITA into a Web Content Management strategy and architecture. We envision this solution as augmenting and enhancing our already strong solutions in Web Content Management and eCommerce.”

Information consumers who are able to more easily search for and find relevant, accurate and personalized content have a far better user experience, and a more favorable impression of the company and its products. This experience translates to both the bottom line in reduced calls to a company’s call center, which can average anywhere from $4 to $150 per call, and to higher rates of repeat customers.

“The precise delivery of technical information addressed to specific customer needs offers real opportunities to drive long-term business benefit,” said David Houlihan, Senior Research Associate, Product Content Management at Aberdeen. “Aberdeen’s research indicates that companies creating documentation that is automatically customizable to various use-cases achieve a 39% increase in customer satisfaction scores and a 16% decrease in inquiries made to customer support organizations. In both cases, this represents over twice the impact achieved by companies without this capability.”

Global companies are realizing that the adoption of structured content facilitates the move to dynamic publishing in a way that was not possible with more traditional tools and processes.

“Users of our products have growing expectations of finding interactive content that is delivered to them over the web and personalized to their needs,” said Bill Weber, Director, Project Management and Process Integration, of Bentley Systems, the leading company dedicated to providing comprehensive software solutions for the infrastructure that sustains our world. “SDL LiveContent is delivering these key next-generation capabilities for organizations that are adopting a structured content strategy.”

“We originally moved to DITA and SDL Trisoft to streamline content production and drive down localization costs,” said Robin Rielley, Senior Director of Documentation, at Informatica. “Structured content now opens up the possibility of dynamically publishing technical information to our customers and allowing them to self-service in a way that was never possible before. DITA and dynamic publishing create powerful new ways to improve the customer experience and drive down operating costs.”

For further information or to schedule a demonstration of SDL LiveContent, please email xml(at)sdl(dot)com. We also invite you to join us for a webinar on Tuesday, April 27 entitled, “How to Achieve Dynamic Publishing with DITA.” This is a free webinar but registration is required.

About SDL
SDL is the leader in Global Information Management solutions, which provide increased business agility to enterprises by accelerating the delivery of high-quality multilingual content to global markets. The company’s integrated Web Content Management, eCommerce, Structured Content and Language Technologies, combined with its Language Services drive down the cost of content creation, management, translation and publishing. SDL solutions increase conversion ratios and customer satisfaction through targeted information that reaches multiple audiences around the world through different channels.

Global industry leaders who rely on SDL include ABN-Amro, Bosch, Canon, CNH, FICO, Hewlett-Packard, KLM, Microsoft, NetApp, Philips, SAP, Sony and Virgin Atlantic. SDL has over 1500 enterprise customers, has deployed over 170,000 software licenses and provides access to on-demand portals for 10 million customers per month. It has a global infrastructure of more than 50 offices in 34 countries. For more information, visit http://www.sdl.com.

About SDL Structured Content Technologies
SDL’s Structured Content Technologies division is the worldwide leader in Component Content Management and Dynamic Publishing software. Leveraging XML standards such as DITA and S1000D, the division’s suite of products empower global companies to efficiently create, share, manage and publish technical information that is up to date and tailored to the interests of their global customers.

To view a message from the CEO and Vice President of the Structured Content Technologies division, visit http://www.sdl.com/en/xml-interview.

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Mary Parsons
SDL
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