On March 12, 2013, I visited STC Atlanta and presented Integrating Help, Technical Support, and Training Content at their monthly chapter program meeting. We had a great discussion of various ideas and approaches for integrating online Help, technical support knowledge base, and online training video content. During this meeting, we reviewed the support.smartvault.com web site and talked about the process of creating this information center. We also explored several technologies, such as Google Analytics, Google Custom Search, and WordPress. I shared various lessons learned during this project and described ways to bring these related content areas together. Several attendees raised important questions about this approach and I enjoyed sharing our ideas with each other.

During this session, we discussed the following information:

• How WordPress and Google Custom Search help users find the content they need.
• How Google Analytics helps the content team identify how often each topic is viewed.
• How to use WordPress to publish and maintain Technical Support Knowledge Base content.
• How to create one place to go for your users to find the answers they need.