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ACST Content Standards

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RealmMinistryPlatformPDSACSAccountingGivingConnectShepherdGrowth MethodGo MethodMissionInsiteGatherHeadMaster ChildcareTrust CenterData Governance and Business DocsACST Content Standards

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How To for Content Developers

Support for Content Creation Tools

In many cases, you can reach out to the Content Lead or another UX Content team member for assistance via our #techwriters Slack channel. More support options are explained here.

Videate

Videate is an AI-driven video production tool used to create and maintain product how-to video. Anyone in the company is welcome to use it. It streamlines the video creation process and allows teams to keep up with product sprint updates.

The Videate CSM meets with our entire team every other week and recordings are posted in a private Slack channel #videate-acst-sync. The Videate team encourages all of our users to post support questions in the Slack channel.

All Videate content creators should be included in the bi-weekly calendar event and the Slack channel. If you're not included in this meeting, but would like to be, reach out to the team via the #UX-Content public channel.

Heretto CCMS & Portal

For questions or troubleshooting not covered by Heretto's documentation, licensed users and developers may submit a support request in Heretto's ticketing system. Tickets filed here usually do not impact paid support hours.

The Heretto CSM or Portal Project Manager or the ACST Content Lead may identify a ticket that needs to be escalated to paid support. In this case, it will usually be re-filed via Rocketlane.

Important: If you have a high priority ticket, please bring it to the attention of the Content Lead. You are also invited to join a bi-weekly meeting with our CSM, usually held every other Thursday morning at 10:00 AM (Subject to Change). Contact the Content Lead to be added to the meeting.

Heretto Paid Support Contract

Currently, ACST has a paid support contract to cover design and CSS, custom programming that impacts portal behavior, SSO, and complex content-delivery issues. The portal team may also be able to assist with the API used to deliver in-product content. Tickets filed here impact the paid support hours.
Tip: A shared Slack channel exists between Heretto and ACST. However, Heretto prefers we only use this for limited dialogue. They prefer conversations be recorded in their normal ticketing system or Rocketlane.

  • The Content Lead can evaluate if the issue can be resolved internally, or if we need Heretto assistance, and will assist in prioritizing open tickets.

  • Tickets are reviewed bi-weekly with our Heretto CSM and monthly with the Portal Team Project Manager.

  • Heretto project managers coordinate time line and priority with our teams, and move tickets into sprints to be resolved by their contractors and full time employees who are disbursed globally. For this reason, most tickets cannot be resolved quickly or at the last minute.

  • The Content Lead is primarily responsible for managing the approval and prioritization of professional service tickets while monitoring remaining support hours. However, one or more backups are available to monitor tickets as well. The lead or backup routinely checks for updates and responds timely.

  • Depending on the ticket, responding may require connecting with the writer who is impacted by the issue, ASCT developers or SRE team, UX Design, or members of the Global team.

Oxygen XML Author

There are limited licenses available for using the Oxygen XML Author. Primarily, this is used for purposes of conversion, refactoring, advanced search and find, etc.

To request a license, contact Emily Tobar or Barbara Green.

Website

DITA Open Toolkit and DITA Plugins

DITA XML Standards

While most authoring is performed in a WYSIWIG editor, advanced users can benefit from familiarity with structured authoring and, in particular, DITA XML.

Recommended training for authors is learningdita.com. Additional resources are:

DITA Terms and Their Plain Language by Techwhirl

docs.oasis-open.org/dita (1.3 all inclusive)

Oxygen's documentation also contains useful DITA information.

Affinity Photo

The UX Content team uses Affinity Photo for graphic needs.

Last updated: March 3, 2026