stc collab

Engaging Technical Publications with Solutions Engineering, Education, and Support

Ben ColbornManager, Technical Publications

Collaboration

Background

4

Storage Network

SAN

Scale-out Servers

Power of Convergence

Converged compute and storage for virtualized environments

5

Organizations

Engineering

Development

Operations Services

6

Content Types

Tech Pubs

•Release Notes•Setup/Administration•Reference•Hardware Replacement

Solutions

•Overviews•Best Practices•Reference Architectures

Support

•Knowledge Base•Field Advisories

Education

•ILT•eLearning•Learning moments

Relationships

8

Content Strategy

Governance

Number of Authors/Publishing Frequency

Education

Documentation

Support KB

Community

Tacti

cal

Strate

gic

Solutions

9

Contribution Flows

Tech Pubs Support

EducationFeedbackNew content

New/updatedcontent

Editing

Content management

FeedbackRequestsDrafts

Solutions

Tools & Processes

11

Documentation/Education Content Sharing

Docs• Reference• Maps

Topics• Concepts• Tasks• Images

Training• Lab exercises• Assessments• Maps

PDFHTMLePUB

PDFPPTHTML

12

Documentation/KB Update Processes

Tech pubs updates docs

Tech pubs publishes docs

Docs published

SRE drafts article

Tech pubs reviews article

Tech pubs publishes

article

SRE requests doc update

Tech pubs drafts article

Dev/QA/PM requests doc

update

KB article published

13

Support Portal

SearchKnowledge Base Documentation Solutions

Metadata

14

Internal Search

15

Case Deflection Search

Lessons

17

Challenges

Tech Pubs Support

Education

Solutions

TimelinesModalitiesOrganizational structure

Information architecture

TimelinesGovernanceContent silos

Authoring tools

Content reusability

18

How to engage?

• Offer to help• Not because you have the answer• But because you can derive some

advantage• And leave dogma aside

19

What to accept?

• Content silos are here to stay• Different solutions have different

benefits• Breaking down organizational barriers is

hard• Your offers of help won’t always be

accepted

Q & A