Business And Industry Issues

Wednesday April 15 • 8:00 AM – 8:50 AM
Research Highlights From Annual Customer
Communications Trends Survey  (Salon G)

While many businesses continue to be aggressive about their expectations to drive paper out of the customer communications delivery process, actual customer adoption of “paperless” delivery lags these forecasts. For many customers, the paperless experience they are seeing from their providers lacks the proper incentive to let go of the paper—and instead they want better paper-based communications. InfoTrends continues to track these and other market dynamics through its Annual State of the Customer Communications Market Survey. Attend this interactive session to discuss highlights from this research and how these customer communications trends will impact your business in the future!

Attendee Takeaways:
1. Many businesses continue to focus on driving customers away from paper-based communications.
2. While some customers readily adopt paperless offerings from their providers, others are waiting for a better experience than the current provider offerings.

Speaker: Matt Swain 


Wednesday April 15 • 9:00 AM – 9:50 AM
One Source of Truth for Your Customer Communications?
You Can’t Risk Ignoring it  (Salon G)

With multi-channel communications continuing to drive how we communicate with our customers, new compliance and operational considerations have emerged. The drivers include the increasing number of channels and the tightening compliance requirements on the critical information being communicated. If you have different methodologies being used to create documents for different channels, you are multiplying the amount of work required times the number of channels, and multiplying the probability of differences in the messaging and content. There is also risk of errors by the same factor; greatly increasing the QA costs and diluting your brand consistency.

Attendee Takeaways:
1. Learn how move to a single methodology for creating and delivering your multi-channel document delivery.
2. Discover the importance of “One Source of Truth” for your multi-channel customer communications strategy – including strong compliance factors.

Speaker: Scott Baker 


Wednesday April 15 • 10:00 AM – 10:50 AM
Developing a Forms Management Strategy  (Salon G)

There’s an old saying: “If you don’t know where you’re going, any road will get you there.” That is particularly true for trying to run any area of a business, including forms management. Yet, many forms departments do not have an articulated strategy. Many do not even have definitions of forms, record or document that have been adopted by the organization. Without such agreement, there can be no coordinated success. Strategy consists of several elements, including definitions, structure, staffing, policies, processes, procedures, technology, the forms development process, metrics tracking and management reporting.

Attendee Takeaways:
1. Understand the elements of an enterprise-wide forms management strategy, why they are important to the organization, and how they fit within the overall organizational strategy.
2. Learn how to use strategic talking points as a starting point in developing your forms management strategy. These talking points are provided as a hand out during the session.

Speaker: Ray Killam


Wednesday April 15 • 1:30 PM – 2:20 PM
Issues Mailing Organizations Face: A White Paper  (Salon F)

Today’s mailing organizations face a wide variety of challenges. Client, consumer and regulatory requirements are ever-evolving. Delivery vehicles such as email, SMS and the internet have impacted the way statements, bills, marketing materials and other communications are presented to end users. Production workflow automation is generally implemented piecemeal, using a variety of different vendor products or programs developed in-house and are difficult to integrate. This presentation addresses those industry-wide challenges that many mailers face today and presents ways to resolve each of these issues .

Attendee Takeaways:
With consumers demanding more today than ever before and information security breaches in the news almost daily, print providers are caught in the middle!
1. This session will provide insight into information delivery trends and how to successfully and profitably meet consumer needs.
2. Session attendees will also learn ways to protect data throughout the production and delivery process.

Speaker: Barry Key


Wednesday April 15 • 1:30 PM – 2:20 PM
Make it Accessible! If the Government & HR Can Do It,
You Can’t Afford Not To  (Salon G)

Regulatory requirements in Canada require documents to be made accessible for those who are blind, partially sighted or have cognitive disabilities. Canada Post’s electronic mail distribution system (epost) provides e-delivery for the Canadian government and their various departments. For human resources documents such as payroll, direct deposit and pension delivered through Canada Post’s epost solution, thousands of documents monthly need to be remediated and delivered through epost’s network. Attendees will learn how automated PDF/UA and WCAG 2.0 based solutions will automate the remediation of documents on the fly.

Attendee Takeaways:
1. Understand automating accessible documents for delivery to the masses.
2. Learn how electronic mail delivery for HR, payroll and pension documents are delivered to hundreds of thousands of employees.

Speaker: Dave Fleming,  Dennis Quon,  Aimee Ubbink


Wednesday April 15 • 2:30 PM – 3:20 PM
Making Documents Accessible  (Salon F)

This session will discuss the elements that are required to make documents accessible to the visually impaired, based on ADA requirements and Web Accessibility Guidelines. It will concentrate on what document designers need to know to create PDF documents that can be properly tagged for accessibility. This session is based on real life experiences working with customers in the financial services and telecom industries.

Attendee Takeaways:
1. Learn key features of accessibility regulations.
2. Learn to apply principles of accessibility to document design.

Speaker: Linda McDaniel


Wednesday April 15 • 2:30 PM – 3:20 PM
Your New Project Visionary: The Fiction Writer  (Salon G)

Process documentation is not exciting. But project sponsors and managers get excited when business and compliance approvals are quickly secured, project time frames are reduced, and resource project hours are maximized.

This case study is a walk-through of multiple uses for user stories and standard operating procedures through the project phases from initiation, development, implementation, and training. Examples include analyzing of user stories to identify workflow pain points leading to an approved project road map, and how future state process documentation was used to identify process control points to meet both compliance and development objectives.

Attendee Takeaways:
1. Securing compliance, IT, business and project sponsorship approval by documenting future state SOPs based on your vision. Presentation will include a process to design and write future state process documentation during project initiation to align project goals and improve understanding of the project vision.
2. The hidden value of user stories. User story format for requirements documentation provides a lot of value to developers.

Presentation will include:
• Analysis methods of stories to identify workflow roadblocks, company pain points, and project priorities.
• Utilizing stories to drive compliance approval and operating model decisions.

Speaker: Scott Mulkey

For more information, and to register, please visit the conference website


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