What is the role of conditional processing in content delivery for different telecom products and services?

November 10, 2023
|By Bryan Tipper

Conditional processing in DITA XML plays a pivotal role in tailoring content delivery for different telecom products and services. Telecom organizations often cater to a diverse range of customers, each with unique requirements. Conditional processing allows for content variations to meet these specific needs without duplicating entire documents. Here’s how it works:

Condition Tags

Condition tags are used to mark sections of content that may be relevant to certain customer segments or product variations. These conditions can be based on factors like customer type, product model, or geographic region. For example, a telecom company offering both consumer and enterprise services can use condition tags to differentiate content for residential customers from that for business clients.

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 just stop at 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 using conditional processing, telecom organizations can efficiently manage and deliver content that is both personalized and relevant to their diverse customer base, enhancing the overall customer experience.