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The problem is discoverability

The trick is getting the right content to the right user at the right time, even when they don’t know the right terms

Site hierarchies are designed based on an educated guess as to where the user will go

Hierarchies don’t adapt to new content types and unexpected user behavior

We have good intentions and excellent content

Every new feature requires new help content and each help article dilutes discoverability

the problem | office online | content-centric design | applications | conclusions

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