Correspondence Management and Interactive Communications
Two related products
Correspondence Management composes letters from text, data elements, conditions, and lists, driven by a data dictionary and a letter template. Interactive Communications extends this to multi-channel, interactive, responsive communications with a web channel and print channel, using document fragments and a layout.
Concepts to master
Data dictionary (defines data elements and their types), text/layout fragments, conditions and lists for dynamic content, letter templates, and the print vs web channel split in Interactive Communications. Understand that fragments are reusable and that data binding drives personalization. Agent UI lets agents preview and customize correspondence.
Traps
- Confusing a data dictionary with a Form Data Model; they serve different roles.
- Assuming a web channel renders like a print channel; layouts and capabilities differ.
- Forgetting that conditions/lists require correctly typed data elements.
- Overlooking that fragment changes propagate to all documents using them.
Rule of thumb
For a personalization question, locate the data element in the data dictionary first, then the fragment or template that references it, then the channel. If content is static, the binding or condition is the suspect, not the data source.