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MadWorld Conferences

The Premier Technical Communication
and Content Strategy Conference

Photo of Jessica Matosky

Jessica Matosky

Senior Technical Writer

Jessica Matosky is the Senior Technical Writer at MassMutual, where she has worked for 17 years. She is part of a small team that creates, maintains, and publishes content to an online reference library used by the Service Centers and Operations areas. Jessica earned her BA in English from UMass Amherst and MS in Communications and Information Management from BayPath University.

Sessions Presented by Jessica Matosky:

Monday, June 4

4:25-5:20 PM

Transforming a Service Center, One Topic at a Time

Track 2 MadCap Flare Case Study

We’ve all experienced the same challenges with content management and technical writing: outdated content, poor design, difficult navigation, and issues of “search doesn’t work”. But what do you do when that content is relied upon by a Service Center? The goal of a Service Center is to answer phone calls accurately and efficiently. If either of those things are compromised, you’re losing money. With outdated, inaccurate, poorly designed and poorly written online content, the leadership wanted the team at MassMutual to update the content. But the challenge was to do so without spending any money or using any of their resources. In this session, Jessica Matosky shares her journey of how she did just that. Learn how she used MadCap Flare and sheer willpower to transform the Service Center’s online content, saving them time and money, while creating a roadmap for other business areas to do the same.

Tuesday, June 5

1:30-2:30 PM

Order Takers to Offer Makers: How MadCap Flare Helped Change the Way We Do Business

Track 2 MadCap Flare Migration Adobe® RoboHelp®

Sometimes you just need to change one thing to make all the difference. For my team, that one thing was replacing Adobe® RoboHelp® with MadCap Flare. We are a team of technical writers who have been doing the same thing for nearly a decade. Requests come in, we make updates or write a new topic. We never challenged the status quo, despite knowing that our online repository needed a lot of work. No one was asking us to change it, so why bother? A few years ago, we decided the status quo wasn’t good enough anymore. We wanted to begin to challenge our business partners to want a better product, and to convince them that we could deliver just that. As such, we became a leaner team with more demand. The only way to survive was to change the way we’d always done business. Learn how Flare’s automated publishing capability and source control features have allowed us to do more with less.