For your customers to effectively use your products and services, it’s critical that your enabling content is fully integrated across content types.
Enabling content is information that helps customers use a product successfully. Subcategories include:
Technical and product content
Information about the product and its capabilities
Goal: help a customer use the product
Learning content:
Information about how to use the product and its capabilities
Goal: increase customer knowledge about the product
Support content
Information about specific use cases or bugs
Goal: solve a specific problem for the customer
As you can see, these are subtle distinctions. It’s often easier to focus on delivery mechanisms instead of content category or content purpose:
Technical content
Books, online help, reference content, websites with searchable content
Learning content
Classroom training, online training, e-learning, job aids
Support content
Knowledge base with articles
Your customers probably don’t care about these fine distinctions. They do care about getting things done, and all of the enabling content types are intended to support that effort.