Adobe Integrates FrameMaker, Experience Manager

By Darryl K. Taft  |  Posted 2016-07-25 Print this article Print
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"Existing customers are demanding technical content that is natively published across all channels, mobile devices and formats, including mobile apps," she said in her post. "They also want it delivered and displayed faster with useful personalization filters in place to enhance their consumption experience. They want the technical information to be easily consumable, easily searchable, interactive in nature and immediately actionable. These challenges that used to only plague marketers are now extending to technical communicators as well."

Kathy Miller, senior director at CyberSource, which participated in a beta program for the integration, said the company's technical documentation team manages a library of more than 200 technical guides, and typically publishes more than 25 guides each month. The company employs an Agile software development methodology and operates on short release cycles, reusing lots of common content across their library.

"To increase efficiency, we wanted to find a solution in which we could author, review, approve and publish all within the same tool set," Miller said in a statement. "And, since we currently author our content in FrameMaker, it made sense to stay in that environment to reduce the team's learning curve. Adobe's solution will allow us to do this, as well as help streamline our localization process."

Stark noted that companies that have strong technical communication that is readily available in different formats on a variety of devices can attract and convert customers, sustain client relationships, and turn their users into brand advocates.

Adobe also delivered an XML Documentation Add-on for Adobe Experience Manager. That add-on, along with the integration of FrameMaker, "shows Adobe's commitment to supporting the growing needs of companies by addressing the full XML workflow of creation, editing, review and publishing," Maria Casino, marketing manager at Intersil, said in a statement.

Meanwhile, Stark told eWEEK that the idea for this integration came from Adobe's customers in the manufacturing and high-tech spaces. Adobe began receiving requests from these customers to be able to better publish their technical documentation with Experience Manager. They had been using it on the marketing side and wanted to use it on the technical documentation because they wanted to get their information out in a multi-channel way, she said.

"They had all of their technical documentation in a separate content management system and they wanted to unify the back ends so they would have one place that supported the customer journey," Stark said. "It became more of an issue with the proliferation of mobile devices."

Moreover, Stark said breaking the silos and storing technical documents along with other content in a digital asset management system enables companies to gain insights into how customers are using documents, track what customers are looking for, measure the impact of their tech communication efforts and more.



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