Managing Technical Content: Investigating the Value and Impact of a Content Management System (CMS)

Abstract

As the field of technical communication evolves and expands into various industries, the content and how it is created and managed evolves, too. The maintenance of content, specifically technical content in this case, is where content management systems (CMS) come into play. Companies often decide what kind of CMS they want to implement based on their needs. Adobe Experience Manager (AEM) is the CMS implemented by a global company. In this report, I analyzed some of the existing literature on CMS implementation and then interviewed four practitioners at the global company, who have some experience in the technical content industry, though not all identify as a technical communicator, and have been exposed to a content management system. My analysis shows that there are many reasons to implement a CMS, including reuse, translation, version control, and automation of document publishing, to name a few. Technical communicators are often introduced to CMS through their own research for content solutions or by another who is conducting that research. Through communication, collaboration, and involvement, others may be convinced of a CMS’s value. While there are many challenges with implementation, it is a matter of how they are handled that will determine whether or not an implementation is successful.