How do telecom companies manage variations of content for different products and customer segments using DITA?

November 10, 2023
|By Bryan Tipper

Telecom companies leverage DITA XML to effectively manage variations of content for different products and customer segments. This structured content authoring approach enables them to create, store, and deliver documentation that caters to diverse audiences without duplicating content unnecessarily.

Condition Tags

One of the primary methods telecom companies use in DITA XML is the application of condition tags. These tags allow content authors to mark sections of content with specific conditions, such as customer segments, product models, or regional variations. For instance, a telecom company offering services to both residential and business customers can apply condition tags to differentiate content tailored for each audience.

Example:

Here’s an example illustrating the use of condition tags in DITA XML:


<topic id="product_features">
  <title>Product Features</title>
  <body>
    <p>This product offers a range of features including: <ph conkeyref="residential">High-speed residential Internet</ph></p>
    <p><ph conkeyref="business">Dedicated business connectivity solutions</ph></p>
  </body>

In this example, condition tags (“residential” and “business”) are applied to specific phrases within the content. Depending on the customer type or product selected, the relevant phrases will be included or excluded in the final documentation.

Conditional Filtering

Conditional processing doesn’t end with tagging content. It also involves filtering during content delivery. When generating documents, DITA processors can apply conditions to include or exclude content based on the chosen criteria, ensuring that customers receive documentation tailored to their specific needs.

By utilizing condition tags and conditional filtering, telecom companies efficiently manage variations of content, ensuring that each customer segment and product category receives content that is relevant and tailored to their requirements, enhancing the overall customer experience.