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The Premier Technical Communication
and Content Strategy Conference

October 3-6, 2021 | Fairmont Austin

Photo of Trish Edwards

Trish Edwards

Principal Technical Writer, Medtronic

Trish Edwards, Principal Technical Writer is the MadCap Flare technical lead for Medtronic Global Service Operations (GSO). The Tech Comm team at Medtronic GSO uses Flare to build large service manuals, output HTML versions of those service manuals, print training manuals, and create motion-graphic instructions for service and repair.

Trish Edwards, Principal Technical Writer is the MadCap Flare technical lead for Medtronic Global Service Operations (GSO). The Tech Comm team at Medtronic GSO uses Flare to build large service manuals, output HTML versions of those service manuals, print training manuals, and create motion-graphic instructions for service and repair.


Monday

Track 210:15 - 11:10

Writing for Field Service: From PDF to HTML5

Global Service Tech Communication at Medtronic writes for employees in the field - people who are maintaining and replacing parts in complex surgical navigation and imaging equipment. Problem: A 3000-page PDF is hard to read on a phone, difficult to search, and easy to get lost in. Problem: Some of the field personnel skip the manual altogether and call tech support instead. We had to rethink how we were delivering content. Was there a way to let our users find the content they needed, just when they needed it? Can we save time when time is critical? We turned to MadCap Flare to develop an HTML output and gained improved searchability, ease of navigation, and a simplified presentation of content to those in the field – regardless of the device they use. In this talk, we’ll analyze the obstacles unique to providing service documentation where internet access is not guaranteed, and when system downtime impacts real patients in life-and-death ways.

Tuesday

Track 411:00 - 12:00

Comparison Redlines: More Than Just "Track Changes"

At Medtronic Global Service Tech Communications, changes to our service documents drive supporting paperwork that specifies those changes. Specifically, we are required to provide a comparison redline document that shows the differences between two revisions of a service manual, procedure, or technical bulletin. This comparison document helps reviewers quickly find and evaluate the relevant changes during the approval process. MadCap Flare easily tracks changes in topic-level content - but how do we track when a topic is moved, added to, or deleted from a TOC? In this presentation, we will look at the difference between tracking changes in topics and a comparison redlines between two versions of the same 3000-page document. We will discuss other uses for a comparison document, and the options we found for producing a book-length redline.

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