Danfoss Drives Technical Communication –

Intelligent Content for Tomorrow

Pasi SavolaDirector Technical Communications, Danfoss

Danfoss Drives Technical Communication Intelligent content for tomorrowPasi Savola, Technical Communication Director

Content & Connections 2019 Acrolinx

Danfoss facts

Employees more than 25,000

Worldwide sales more than 100 countries

Top three markets USA, China and Germany

Ownership Privately held

Headquarters Nordborg, Denmark

Net sales 2017 5,3 bn EUR

Our history• Founded in 1933 by Mads Clausen in Nordborg,

Denmark

• Grown from a solo enterprise into a world-leader

• Made possible by clear focus on innovative engineering and early entry on emerging markets

Cooling

Danfoss invented one of the first radiator thermostats in the world (1943)

Entered hydraulics business with orbit motor for agricultural and constructionmachines (1964)

Later the hermeticcompressor for refrigerators and freezers followed(1952)

First company to mass-produce variable speed drives for controlling motors (1968)

Today, we are one of the world’s leading producers of these and many other products

First product wasan expansion valvefor refrigerationsystems (1933)

Heating Power Solutions Drives

What is the core purpose ofDanfoss Drives Technical Communication function?

Technical Communication shall

enrich the raw product data and transform it into

clear, logical and consistent product information for our

customers in all necessary languages using our

modular content management system and

topic-based authoring principles.

Technical Communication shall

enrich the raw product data and transform it into

unambiguous, well-structured and consistent product guidance for our

customers in all necessary languages using our

modular content management system and

topic-based authoring principles.

Release of

drawings & certificates

Digitalization

CMS

development

Translation

coordination

Linguistics &

terminology

Release check

& release of manuals

Proofreading

Technical

writing

How we are organized

VP, Business Development & Global Marketing

Head of Digital Customer Experience

Segment President, Danfoss Drives,

reports to Danfoss CEO

Pasi SavolaDirector, Technical

Communication

TecCom team 2019 ->

Release check

& release of manuals

DTP assistant (IN)DTP, Illustrations

DTP assistant (IN)DTP, Illustrations

Technical Writer (IN)DTP, Technical Writing, translation coordination

Senior Manager (DK)Technical documentation,

English master documentation: authoring, structure, development, CMS

Technical Writer (DK)LP drives, Softstarters, Decentral,

OptionsUser, Design & Service docum., CMS super user, Proofreading

Documentation Specialist (FIN)Medium Voltage drives.

High power drives, Service documentation

Technical Writer (CN)Compact drives

User, Design & Service docum.

Technical Writer (DK)Next gen. drives Software guides,

API documentation,display texts and parameters

Technical Writer (US)HP drives

User & Design documentation

Technical Writer (US)HP drives

Spare parts & kitsService documentation

Pasi Savola (FIN)Director,

Technical CommunicationOverall Danfoss Drives tech.

comm strategy and development

Documentation Specialist (FIN)

Next gen. drivesUser, Design & Service

docum.

Illustrator (EXT)Standalone product drawings, (electrical,

mechanical)

Documentation Specialist (FIN)

Functional Safety, Linguistics & terminology

coordination, Acrolinx super user

Process Manager (UK)Translation management.India Hub management,

Motion drives documentation

Document Release

Specialist (FIN)Pre-release quality control,

publishing to SAP, PIM.

Support for www, shop, PQ

Tech. Writer & Release Sp. (DK)

New products, Manuals & drawings release support,

Digital content mngmt

Pasi Savola (FIN)Localization and linguistics strategy, release process

development, digitalization development

Global presence of our team

Standard & Compact drives

China1 person

High Power Drives

USA2 persons

• Where there is product management, there is technical communication

• ”Glocal” Technical Communication team!

• Better product awareness -> faster and more accurate content creation

Low power Drives

Denmark4 persons

Standard and Premium Drives

Finland5 persons

India Hub support

DTP of translated documentation,

Illustrations3 persons **

Motion Drives

UK1 person

** Under India Marketing Centre, Strategic Marketing

Technical Communication System and Tools• All activities take place in one, global

system:

• Teamcenter TPS

• Oxygen editor

• Specialization ensures cost efficiency and quality

• Local technical writers, DTP assistants, technical illustrators, translation manager, and editor all work on same content

• Modular approach

• Content is reused across products and publications

• Translation handling

• Translated content always linked to master content

• Content control

• Acrolinx on-time control

• Term browser with suggestion functionality

TechPub Studio server

Technical writer

DTP assistant

Translation manager

Technical illustrator

Proof-reader

Super user

Focus areas 2019 - 2022

Content- Terminology- Linguistics- Translation quality- Less is more!

CMS- Modules (Topics)- Reuse- Metadata- Common ways of

working- TC Architecture

Digitalization- Developing the

middle layer- Optimizing the topics

for individual release- Teaching the AI

(starting with chatbot)

Brochures, fact sheets, selection

guides, catalogues

How structured content should be utilised throughout the organization

TechPub Studio

-Approved, controlled content with agreed

terminology

Efficiency, uniformity, one common message• Information created once, in one location ->

Product design, user & service

guides

SINGLE SOURCING

Tech data

tables

Tech illus-

trations

Training material

PPTProduct

presentations

Digital Front-End

Middle layer (API)• Very important

for the future

business• Needs further

definitions

• Will enrich the information

modules

ParameterP3.15.1Multi-PumpMode1= Multimaster

Example of on-board, dynamicproduct information

CONSISTENCY IN TERMINOLOGY

Future information search path: an exampleFive clicks/taps from product page to desired information

Danfoss Drives

product page

Product

information

INSTALLATION

COMMISSIONING

PROGRAMMING

SAFETY

DRAWINGS

CERTIFICATES

PARAMETERS

LCP

TROUBLESHOOTING

MOTOR CONTROL

SPECIAL FEAT.

EXT. CLOSED LOOP

PROGRAMMING

APPL. SETTINGS

PARAMETER LISTS

DATA READOUTS

BROCHURES, WHITE PAPERS, SELECTION

GUIDES….

OPERATING GUIDE, DESIGN GUIDE,

PROGRAMMING GUIDE….Full manuals

Customized

search

Marketing

material

Future information search path: an exampleFive clicks/taps from product page to desired information

Danfoss Drives

product page

Product

information

INSTALLATION

COMMISSIONING

PROGRAMMING

SAFETY

DRAWINGS

CERTIFICATES

PARAMETERS

LCP

TROUBLESHOOTING

MOTOR CONTROL

SPECIAL FEAT.

EXT. CLOSED LOOP

PROGRAMMING

APPL. SETTINGS

PARAMETER LISTS

DATA READOUTS

BROCHURES, WHITE PAPERS, SELECTION

GUIDES….

OPERATING GUIDE, DESIGN GUIDE,

PROGRAMMING GUIDE….Full manuals

Customized

search

Marketing

material

Our terminology coordination project for next gen drives

• Cooperation in term work is very important to create a uniform message in all product communication (user manuals, brochures, presentations, website, software)

Our process

1. Regular meetings in small groups with term specialist & product managers on a selected theme

2. Results of meetings forwarded to Product Marketing Manager (native English speaker)

3. Decisions on final terms made by PMM and product portfolio team

4. Terms added into new product terminology domain with the Acrolinx tool by TecCom term specialist

Status

• A specific terminology domain for next gen products created, includes around 85 terms

• Preferred (=use), admitted (=can be used), and deprecated (=do not use) terms

• Definition always included, sometimes also a note or an image

Term Browser

• Open for all Danfoss Drives employees

• Search for a term

• To leave a comment on an existing term, click on the term, then on Add Comment

• To propose a new term, click on Contribute Term and fill in the form

• http://dkdn01as445.danfoss.net:8031/termbrowser/standardview.html#filtername=Viking&list=yes

Our terminology coordination project, analytics

Our chatbot

• Danfoss Drives released the first ever chatbot in the drives industry on 29th May, 2019

• The chatbot concentrates on providing quick help with the alarms, warnings and faults of our drives

• This content is linked from our DITA CMS -> already Acro-checked

• In addition, the chatbot is constantly taught to help with general issues with our drives

• This content comes from customer support and is edited and enriched for the chatbot by TecCom team

• Future action points: how to combine Acrolinx check to this chatbot content creation?

• Danfoss Drives Troubleshooting Chatbot resides at Danfoss.com -> https://www.danfoss.com/en/service-and-support/fix-and-troubleshooting/ac-drives-support/

Troubleshooting

chatbot

I only want to speak with

“Acrolinxed” terms.

Passion for Drives

A better tomorrow isdriven by drives

Thank you!