In this presentation Miel describes what customer centric technical documentation is. It is much more than delivering information in the customer's language. It is about delivering only that information he requires, when he requires it, with the right level of detail. However companies and technical documentation departments also have to deal with shorter product life cycles, quicker product and documentation updates, more output formats that need to be foreseen, more translations that have to be made and so on making it difficult to still create personalized, customer centric documantation.

Miel will present techniques that can be used to produce customer centric documentation, even in complex environments. He explains the requirements for the tools that support the documentation process like authoring tools, planning tools, translation tools, workflow tools, etc. Miel will show that an important key to a succesfull solution which helps you in delivering customer centric documentation with a maximum efficiency and effectiveness is a tight integration between the different components of a Global Technical Communication System.