5 year ago, chatbots, and then nothing. And then metaverse, and then nothing. Now, chatbots. So how to prepare for the next 6 months.
Self-help is becoming more important. Less about how to document, and more about in-product through onboarding. See confusion coming down the pike. So many possibilities. Will be a case of haves and have-nots. People who are working in environments where they have to use Word are not valued. Google search results have begun the process of enshittification, sponsorship has made it worse. Everyone running to ChatGPT because it tells you things. Those things aren't that good, but it feels better. Vendors need to start implementing AI to serve both authors and end users.
Voice search
Ultimately going to be another modality. Going to be preeminent as we learn how to master it. If we get our content ready for it, if we plan for it, such that we untangle written words, that is the north star. Lot of work to do to understand how we architect for it. Wonder if we won't see a change of everyone thinking that they need to go to Google first. The cost of creating bad content is trending to zero--which appeals to a lot of companies. It's going to be really critical to be able to find the not-junk. Need some kind of trust mechanism/certificate method to identify trusted content.
How seeing the integration of TechComm and MarComm?
Content-as-a-service. Still a lot to do to make that work for us. Sources still need to rely on content. The data is only as good as the data is. Not a technology problem. It's a culture problem. Need to get groups together and ensure that you're saying the same thing the same way. Difficult to get C-levels to buy in to cross-org initiatives.
Crystal ball for the future of TechComm
Better at using AI to curate content. Blurring of enabling content, melding of silos between content types. Less important who created the content, more important that the customer succeeds on their journey. Power of AI will crystallize content, and learning the importance of precision so we author the right information. The idea of "coolest doc portal ever" will go away because info has to be in the product.
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