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Contents

In industries where products and systems are designed to last for decades, the longevity of documentation and knowledge is a top challenge. When products diverge in configuration through maintenance cycles and systems undergo updates and retrofits, static manuals no longer make sense. Most tools and formats we use today will also inevitably become obsolete, and previously written documentation may become inaccessible. Workforce turnover –  along with the loss of precious tacit knowledge accumulated over time – poses serious risks to these mission-critical installations.

In this session, we will dive into the implications of long product lifecycles on content delivery: How can documentation adapt to evolving products, and what is the strategy for delivering content for end-of-sale or end-of-life products? What about integrating documentation written 20 years ago without necessarily going through your CCMS? How can we adapt processes and tools to capture best practices, enrich the documentation, and consolidate and convey them across the years and technician generations?

Takeaways

We’ll answer these questions through the lens of information architecture, discuss obsolescence and knowledge transmission, and explore how AI can help overcome these challenges.