case study: implementing single sourcing – how not to do it!
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Case Study: Implementing Single Sourcing – how NOT to do it!. Jo Levitt – Single-Sourcing Evangelist and occasional Technical Writer. How do you choose?. Analyse current problems and requirements Build a business case - PowerPoint PPT PresentationTRANSCRIPT
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Case Study: Implementing Single Sourcing – how NOT to do it!
Jo Levitt – Single-Sourcing Evangelist and occasional Technical Writer
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How do you choose?
Analyse current problems and requirements Build a business case Look for solutions to problems –preferably by
changing processes as well as tools Try tools where possible
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Comparison
Two scenarios, two approaches Common need, different reasons
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Case 1 – HP Indigo Division
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Why Single Source?
Recognised level of duplication and rework Translation growing, starting to become
unmanageable and expensive
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HP Slow Change Process
Careful investigation Needed strong business case
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Bouncing solution!
First Author-it Then separate components to create the
best overall system Discovered had to use in-house system
(Cheetah)
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Decision not Action
Lull of around 6 months while Cheetah team analysed our doc set
Management and writing team lost interest
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Catalyst
Help needed in Chinese/Japanese – RoboHelp not up to it
Suddenly needed a new help system Decided to go with Cheetah This decided the pilot and made the
implementation happen
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Implementation
External company converted RoboHelp content to Cheetah XML
Cheetah team developed web help output for us
In-house training from Cheetah evangelists (non-professional trainers)
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Implementation
Created process for DB export/import for translation
Translators without XML experience
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Cleanup
Resizing images Text in images > numbers and tables Styles weren’t mapped correctly Structure issues One 400 topic help file took about 3 weeks to
clean up
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Slow uptake
So we had Help in Cheetah
Much later decided to convert a user guide
Another major cleanup Still only 2/7 team
members using it But not single sourced
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Real use
Increasing workload, more languages required – changed translators
Retrained other team members Each new user guide went in Gradually introduced other doc types
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Case 2 – BigBand Networks
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Why Single Source?
Duplication Help issues Possible web
access
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Planned and got on with it
Decided on Author-it with FrameMaker output Chose a small project pilot and agreed that it
looked good Professional training for whole team Reached summer work lull and went ahead with
full conversion
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Implementation Planning
Started with pilot but then converted many docs at once ourselves
Brought in contractor for 1 month to help External company to create FrameMaker output
system
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Import Process
Took time to develop good import process – pilot hadn’t covered many scenarios
Training didn’t cover import process in depth. This was our first experience of the tool
Large books caused import problems. Importing partial books lost links
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Cleaning Up Input
Tables don’t import well from FrameMaker and we spent a lot of time correcting them
Graphics needed resizing Import highlighted our FrameMaker
inconsistencies
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Command descriptions – style 1
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Command Description – Style 2
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Setbacks – Some Expected
Resistance from some writers Not enough support – installation and use Difficulties with graphics Localization slow response Frustrations with output Slow end-to-end process Steep learning curve
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BBND Biggest Setback
Frame Output company unprofessional Didn’t investigate our needs Didn’t deliver on time Costing more and more Couldn’t see the end Abandoned it for traditional Word output
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Creating Word Output in a Hurry
Don’t try this at home! Thank-goodness we had support from
Tech-Tav Came close to failing deadlines (Thank-you
Miriam and Rose) Now, 3 months later, still need to clean up
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Benefits
Changes propagated across books Enormous savings on translation
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Benefits
Easy to build new documents from existing elements
Consolidated docs so less to manage Simpler Help development process Possibility of web delivery in future
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Lessons Learnt
Every system has bugs Ask lots of questions Talk to people who’ve done it Don’t expect too much from the pilot
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Lessons Learnt - Training
Ideally training should teach an explanation of the process from start to finish:– How to bring previously written documents into
the system– How to set the document structure up– How to produce the required output
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Lessons Learnt
Try not to be different Clean up as much as you can before
conversion Use translators with experience of (and
preferable access to) your system Keep the momentum going
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Conclusion
Both companies now successfully single-sourcing and getting major benefits