global collaboration with technical publications - chip gettinger

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Global Collaboration with Technical Publications

Information Development WorldOctober 23, 2014

Chip Gettinger | VP Solutions | cgettinger@sdl.com | @cgettinger

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Steps Toward Engaged Customer Information Experience

Aw

are

Str

uctu

red

Colla

bo

rative

Tra

nsfo

rmative

Enga

gin

g

3

Engaging

Customer Self-

Service

Dynamic

Documentation

Delivery

Knowledge

Sharing &

Collaboration

Deliver high quality,

multichannel and

multilingual help

Publish personalized

documentation to any

format

Empower content

contributors with easy

creation and review

SDL Documentation

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Delivering quality product content and user assistance anywhere in

the world, in any language, on any device.

Versioning, Link and Variation

Management, Creation, Approval

Easy Web-based XML Editor

Structured Wiki for Review

Dynamic Contextual Customer Delivery

SDL LiveContent

Meet The Team

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walt@robot-x.com

Got a tablet month ago

Subscribed to our

mailing list

ADAPTIVE TO MY

CONTEXTUNDERSTANDING YOUR

CUSTOMER IS ABOUT

UNDERSTANDING HIS

CONTEXT.

52 years old

Field Engineer

Supports a few

large customers

Location: New York

Prefers content in English

7

Walt engages with lots of different people

Tyler, the senior

writer

Julie, Product

Marketing

Derrick, Support

EngineerMary, Training

Department

9AM: Create

13

Demo

○ New product update October 31

○ Tyler coordinating content updates

– Identify topics for reuse

○ Review and collaboration with field

10 AM: Distribute

15

Demo

○ Tyler publishes update

– SDL LiveContent Review and Collaboration

– Kicks off internal review

11 AM: Collaborate

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What does Walt care about?

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Walt only wants to give feedback once

23

Demo

○ Collaboration between Tyler and Walt

○ Resolve missing and erroneous information in content

updates

12:30 PM: Revise

25

Demo

○ Walt reviews new content, finds a mistake

○ Since he is an SME, he fixes and lets Tyler know

○ He spots other mistakes, but someone needs to research a

fix, so he adds a comment

12:40 PM: Datasheet

27

Demo

○ Julie reviews new content, finds a mistake

○ Since she is an SME, he fixes and lets Tyler know

12:55 PMKnowledgebase

29

Demo

○ Derrick updates a knowledgebase topic with new content

○ Adds a comment for review by Tyler

1:30 PM Review

31

Demo

○ Derrick reviews additional comments, makes final

corrections and updates

2:00 PM Analytics

33

Demo

○ Manager wants Derrick to check status on all comments

○ Readiness to release the product

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Global Customer Experience Management