Toni Mantych
@tonimantychSr. Director of Product Content Experience at ServiceNow
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Hey, @coloradogov, can you advise? Trying to submit some forms and get some info, but getting 502 errors for governement sites/URLs...
Hey @XfinitySupport Can someone who understands your cablecards contact me? The 12(!) agents I've worked with didn't, & I don't have any more time waste searching for an agent who can pair my XFinity M-card with my Tivo. (@TivoSupport, not loving your biz-hours-only support hrs.)
PSA for email marketers and comms folks: Few things make me delete faster than the subject line "Must read. Don't delete." ("Goodbye, Toni." comes in a very close second, though.)
Hey @FedEx, @FedExHelp Another package got to my metro area and then stalled (since 12/22), despite being rescheduled for 12/26. Haven't yet had promised update from CS rep I talked to yesterday...and tracking not updated. Help?
Hey @FedEx @FedExHelp, me again. This package (2 of 2) has also been in my metro area for over a week. When will it get to me? And when will I get the follow up phone call promised days ago? Also, why did tracking just cease updating?
Hey @FedEx @FedExHelp This package (1 of 2) has been in my metro area for a week. When will it get to me? And when will I get the follow up phone call promised days ago? Also, why did tracking just cease updating?
Hey @FedEx @FedExHelp Pkges you sched'd for Wed & Thurs "in transit" from CA to OR for 4 days & reps/app can't give me actual location or ETA? Signature req'd, so trapped/taking shifts for 4 days bc no vis into new ETA. And no 24/7 reps! #UPSNextTime #20thCentSupport
Strategy without operations is philosophy. #ContentOps #ContentOperations
Hey, look who's representing in her squad gear on MSNBC. The furrowed brow is fitting given the events of the last few days. @karaswisher @lesbiantech
I'm pumped for the ConVEx virtual #contentstrategy conference, starting tomorrow. It's 3 looong days w/ programming across time zones. I and my @servicenow colleagues will be speaking in 6 sessions. Hope to see you "there!" For more on my topics, go to: bit.ly/2FFpmlQ.
Love that Rhiannon Jones's tips on how to collaborate stress owning our our expertise. My view is that collab should be rigorous, not conciliatory. We collaborate to get the benefit of people's varied expertise, experience, perspective--so bring them! #confab2020
Asking the right questions is one of the most important jobs of of the content strategist, says @halvorson in Q&A after @movie_pundit's brilliant opening talk on designing for civil discourse at #Confab2020. Indeed. Looking forward to lots of awesome questions (and answers).
The team at @BrainTraffic has done an awesome job redoing #Confab2020 as a virtual experience. Looking forward to learning about that experience and so much more. #Quaranconference
And by mittens, she means socks. Also doggie bandanas that could double as scarves to keep you warm.
Yes! Please join us @mPinoe!
LOVED ❤ joining your SQUAD for a day @mPinoe🔥Ready to join ours? You. Me. Thousands of lesbians, bisexual women, nonbinary & trans folks ready to fight for equal pay, a better president & good hair for all. Sept 12-13.⚽️🏆 bit.ly/LWTNY19SUMMIT #LWTSUMMIT #USWNT #USWNTParade
Agree w/ @meghangilhooly that setting goals around like/don't like feedback numbers isn't useful. But that data can help shape effort investment & can also enable ML-driven content delivery & recommendations. #cmsconference
C-level whisperer @paulperotta sharing his secrets for how to translate your content needs/strategy/vision (and related resource needs) to executives. One key: picking the right metrics--the ones that matter to your audience. #cmsconference
Valuable session from @MeganGilhooly, as always, at #cmsconference. Emphasized the vital connection between goals, @contentstrategy, and metrics. Strategy must be driven by goals (and measured against them), which is why it is a highly relative and contextual endeavor.
At Technical Documentation RoundUp @DocRoundUp this May in Silicon Valley @ToniMantych @ServiceNow presents strategies for collecting info about content consumers and developing and testing customer-centric content solutions #techcomm ed.gr/bg1hi
As we were just discussing, the product is itself a communication vehicle. It's not just support. Or documentation interactions. Or chatbot logs. It's the product that's speaking. Further underlining that all products are information experiences.
![SimpleATeam's profile picture. [A] is the Content Intelligence Service. [A] helps market leaders deliver Intelligent Customer Experiences through content strategy, engineering, & operations.](https://pbs.twimg.com/profile_images/681941323784404992/CYO-8Nap.png)
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