Kristen James Eberlein is the Chair of the OASIS DITA Technical Committee, the standards body that owns and develops the DITA standard. She also is owner of Eberlein Consulting LLC and provides DITA consulting services. Along with Amber Swope, she is authoring a book for XML Press on DITA Specializations.

SessionSummary-featured

DITA and Findability: Big ROI and Radical Improvements to the User Experience

Patrick Bosek of easyDITA believes that DITA offers organizational value beyond the tech comm team, and to prove it he presented an unusual case study. The client was a financial services firm (name withheld) that was experiencing a huge quantity of calls to their help center from a small subset of agents. Because these agents generated very little revenue for the company, the client needed a way to minimize the cost of supporting them. Continue reading ...