dont settle for lemonade; give them elixir: ccms metrics

Don’t Settle for Lemonade;

Give Them Elixir

Christopher Ward, WebWorksSuzanne Mescan, Vasont Systems

2

Document creation/content development/ transfer of knowledge/ [enter your description here] is

not a business expense. It is a revenue generating tool.

With today’s consumer, it can become the

most pivotal asset to a company’s continued success.

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

3

Why listen to us?

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

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For documentation to add value back to the company,

procedures must align with

business strategies.

Build the business case for a CM strategy by measuring pain, building a

detailed business plan, and

presenting the right information to

the right audience.VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Points to remember from our presentation last year…

5

How to mix up the right metrics

to show the potential success

of a content management

strategy

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

6

Before you can measure,you must define

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

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writer’s responsibility noun 1 to provide a service to the customer on the company’s behalf

quality noun 1 positive customer experience

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

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Why does the customer experience matter?

Documentation can shape the customer experience,

creating loyalty and adding value back to the company.

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

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What do you measure?

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Quality Pain Delivery Reuse

10VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Measure Quality

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Measure distribution and support call volume for printed manuals

Measure support call volume and statistics on audience and views for PDF manuals

Measure web analytics and response from the audience for responsive web output

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Measure Quality

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Measure PainVASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

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Measure the time it takes to do everything and categorize it to see where the most time is

spent

Measure hard costs to see where you are spending the most money

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Measure Pain

14VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Measure Delivery

15VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Measure the number of projects produced and delivered against the goal

Measure the number of projects delivered according to the schedule

Measure the number of channels the projects were delivered to

Measure Delivery

16VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Measure Reuse

17VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Measure Reuse

Measure duplicate content that has been copied and pasted

Measure similar content that may be inconsistent

Measure reuse in all languages

18VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Building a Business Plan

19VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Building a Business Plan

Measures of Delivery =

ProgressMeasures of Reuse =

Efficiency

Measures of Quality =

ReturnMeasures of Pain =

Needs

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Now that you have all your ducks in a row,

VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

PresentYour Plan

21VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Currently we are experiencing these Measures

of Pain.

The over all effect is the decrease or loss in

these Measures of Quality.

What I am proposing is this plan that would cost [this much].

We have these Measures of Delivery in place to show the progress of the plan, followed by

these Measures of Reuse to show the efficiency of the plan.

Our goal is to increase these Measures of

Quality by [this much], returning [this much] value back to the company.

“

”

22VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

Email: smescan@vasont.comWebsite: www.vasont.com

Twitter: @VasontSystemsCo. Facebook: http://www.facebook.com/VasontSystems

Blog: http://cmtips.wordpress.com/LI: http://www.linkedin.com/company/vasont-systems

Suzanne MescanDirector of Marketing, Vasont Systems

Email: christopher@webworks.comWebsite: www.webworks.comTwitter: @WebWorksChrisFacebook: https://www.facebook.com/WebWorksChrisCo. Facebook: www.facebook.com/WebWorksePublisherBlog: http://blogs.webworks.com/christopher/

Christopher WardDirector of Sales, Quadralay/WebWorks.com