1. Are you ready for the new information revolution?

2. Connected Customer CommunicationThe Content Optimization Loop Andrew BredenkampCEO, acrolinx Speak with one voice

3. About acrolinx IQ Global leader in Information Quality Management Grammar, Spelling, Style Terminology Reuse

4. Customers

5. Yes, it’s really a revolution! © 2010 acrolinx Speak with one voice Information Revolution?

6. … a cohesive multi-channel communication strategy © 2010 acrolinx Speak with one voice Your mission…

7. Information Ecosystem © 2010 acrolinx Speak with one voice

8. Moving from Information Paralysis to Information Intelligence © 2010 acrolinx Speak with one voice Big Picture Goal

9. Corporate information is just a seed

10. Do you listen to your customers? We all know it is important, but… Can you integrate it with data? Can you act on your findings?

11. What is information intelligence? The management and implementation of a cohesive multi-channel information strategy

12. It’s all about the words…. be proactive, not reactive! Engage your customer Make Content Findable Nurture Community Content © 2010 acrolinx Speak with one voice How do you get it?

13. © 2010 acrolinx Speak with one voice A World without Words

15. Customers are around the world - can they find you? Can they understand? What are they saying about you?

16. Information changes - are you engaging in a conversation?© 2010 acrolinx Speak with one voice The Power of Words

17. How do people find information about your products? Typing the exact URL into the browser window Going to a website and then trying to navigate to their content Using a website’s internal search feature Following a link or book mark Asking a friend Using a search engine - where will this take them?

18. Moving Search to the Next Level 25% of product searches lead to user-generated content © 2010 acrolinx Speak with one voice

19. Symantec Enterprise Support Explosive Growth of Community Interactions 5% 3% 2% 2% 27% Jul-Sep 08 Apr-Jun 09 37% 93% 60% 71% 6,609,817 Customer interactions 8,002,883 Customer interactions Jul-Sep 07 2,895,302 Customer interactions Community activity Self-service activity © 2010 acrolinx Assisted – new case activity Speak with one voice 17 Introduction

20. © 2010 acrolinx Speak with one voice Virtuous cycle of benefits

21. Information is too parochial Global Revenue Distribution 50% of revenues are coming from “RoW” Why is everything in English? North America ROW © 2010 acrolinx Speak with one voice

22. This is not about translation The key to global information delivery is not translation, but search © 2010 acrolinx Speak with one voice

23. The Information Lifecycle © 2010 acrolinx Speak with one voice

24. SEO is reactive © 2010 acrolinx Speak with one voice

25. Real Text Analytics

26. Keyword Management © 2010 acrolinx Speak with one voice

27. Discover - Validate - Deploy © 2010 acrolinx Speak with one voice

28. © 2010 acrolinx Speak with one voice Keyword Visualization

29. © 2010 acrolinx Speak with one voice Keyword Visualization II

30. © 2010 acrolinx Speak with one voice Global SEO example

31. Global SEO © 2010 acrolinx Speak with one voice

32. Towards Semantic Search © 2010 acrolinx Speak with one voice

33. Keyword context is important [sentiment analysis] © 2010 acrolinx Speak with one voice Overview

34. The New CSAT Dashboard NB: This is a simulation!

35. Define, Deploy, Measure Define Branding and Differentiators Technical Precision Tone of Voice Search Optimization Global-readiness

36. Define, Deploy, Measure Deploy Wherever content gets created

37. Measure Metrics & Reporting Dashboards Define, Deploy, Measure

38. High Quality Content Key to getting attention is high quality content

39. Create Search-Ready Writing Enable writers to create search-optimized content Connect and leverage user-generated content

40. Analyze Content-Aware Web Analytics BI on customer conversations / competitive intelligence Sentiment Analysis

41. Deliver globally Cross-language Search Optimization

42. Why does it matter? Drive revenue through: Better customer engagement Better product focus through clear understanding of customer voice

43. Reported customer benefits Source: Jive Software: http://bit.ly/eIm6nl

44. What does it deliver? Enable real Enterprise Content Strategy: Coordinate global messaging / branding Ensure messaging across content creation teams Provide actionable analytics Empower deployment of SEO strategy

45. Summary Connect Marketing, Engineering, Technical Publications and Support in one user experience Engage with your customers and tailor your content to them