how to get started with a cross functional approach to content management - the complete project...
DESCRIPTION
This presentation will allow you to discover the powerful ways that DITA/XML can deliver content to multiple outputs.TRANSCRIPT
Prepared by © 2008 Lasselle-Ramsay
Presented by
Prepared for © 2009 Lasselle-Ramsay
How to Get Started with a Cross Functional Approach to
Content Management – The Complete Project Lifecycle
How to Get Started with a Cross Functional Approach to
Content Management – The Complete Project Lifecycle
Presenters from Lasselle-Ramsay
Joan Lasselle, Tom Voltz, and
Jana Humphreys
Welcome!Welcome!
• Today’s event is being recorded – link available in follow-up email
• Use Q&A panel to submit questions for Q&A session• Full screen view available for slides• Polling panel
Our PresentersOur Presenters
Joan LassellePresident
Jana HumphreysDirector of Operations
Tom VoltzTechnology Manager
www.LR.com
Lasselle-Ramsay Industry ExpertiseLasselle-Ramsay Industry Expertise
26 years supporting global 2000 clients with their content infrastructure
Where Are You?Where Are You?
What We HeardWhat We Heard
• 73% had opportunities for reuse• 44% said information is being developed that is not
being used• 54% said customers have a fragmented experience of
your company• 49% said they had difficulty keeping content up to date
Poll – Where are you?Poll – Where are you?
Our content management initiative is driven more by technology than business strategy.
My company does not work cross functionally to develop content.
Our company does not distribute metrics on how much the content is being used (e.g., most used, never used).
My company does not have a defined customer lifecycle that all content developers share.
Which of the following statements apply to your company? Check all that apply.
Today’s PresentationToday’s Presentation
• Part One - Business case (Joan Lasselle)• Part Two - Case study (Jana Humphreys)• Part Three - Best practices (Tom Voltz)
Building the Business CaseBuilding the Business Case
• Defining the what• Determining the ROI• Map the strategy• Define and communicate the roadmap• Create an action plan
Defining the WhatDefining the What
• What are the results you are trying to achieve? – Link to highest-level business objectives
– Identify problems to solve
– Find opportunities for innovation
– Look cross-functionally beyond traditional tech docs
• Is structured content part of the answer?
Determining the ROIDetermining the ROI
• Steps in building the ROI– Build a worksheet to collect
data
– Develop operational scenarios
– Determine cost factors
– Create the financial model
• Why use an ROI model?– Shorten decision time
– Establish success criteria
– Understand payback
– Defend decisions
Map The StrategyMap The Strategy
• Start with the organizational growth• Look at process and technology• Determine what the customer will experience• Determine financial goals: revenue growth, cost cutting
Define and CommunicateDefine and Communicate
Create an Action PlanCreate an Action Plan
Q1 Q2 Q3 Q4
Customer • Audience analysis and profile
• Task analysis• Use cases• Personas
• Prepare user scenarios
• Identify customer sat measures and process
Content • Audit Current/Potential Content
• Map content to customer lifecycle
• Develop content model
• Validate content model
Technology • Requirements gathering
• Vendor evaluation and selection
Process • Map current process
• Map future process • Project plan for pilot
Team • Identify resources • Evaluate skill sets
• Develop communication andtraining strategy
• Complete prerequisite training
Objective Complete detailed personas
Measure Validated use cases for each persona Target 2nd Quarter
Initiative Customer
Structured Content – A Business Strategy, Not A TechnologyStructured Content – A Business Strategy, Not A Technology
• Found opportunities for optimization– Customers
– Content
– Technology
– Process
– Team
Medical Device ManufacturerThe ChallengeMedical Device ManufacturerThe Challenge
• Customer - Critical content not getting to right users
• Content Assessment - 600 page User Guide and other
documentation in MS Word • Content Development Process
– Redundant content developed by multiple departments
– Translation in 14 languages, redundant translation
– Redundant content was translated each time
• Technology– Formatting text for each language was costly
– Version control was essential for FDA requirements
Case Study – Customer AnalysisCase Study – Customer Analysis
External Customer Personas
Case Study – Customer AnalysisCase Study – Customer Analysis
Internal Customer Personas
Case Study – Conducted Task AnalysisCase Study – Conducted Task Analysis
Task — User Tasks —
Understand workflow • • • • • • •Prepare the system • •Login • •Perform a session for a new case • •Create case information • •Edit or delete a usage profile • •Start & stop recording for a manual run • •Start & stop automatic pullback • •Review run • •Create or delete a bookmark • • Edit a bookmark • •
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Case Study:Developed User Scenarios Case Study:Developed User Scenarios
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Content Assessment Content Assessment
Case Study – Completed Content AuditCase Study – Completed Content Audit
• Inventoried publications and learning components for existing products
• Analyzed product requirements and engineering information for future product
Case Study – Mapped Content to Customer LifecycleCase Study – Mapped Content to Customer Lifecycle
Case Study – Found Opportunities to ReuseCase Study – Found Opportunities to Reuse
Case Study – Found Opportunities to ReduceCase Study – Found Opportunities to Reduce
Case Study – Mapped Content to Customer LifecycleCase Study – Mapped Content to Customer Lifecycle
Deliverables
Quick guide •User reference • • • • •DFU submission •Online help system • • •Interactive tutorials & simulations • • • • • •Intravascular ultrasound image guide • • •Training guide for sales •Training guide for trainers (and champions) •Installation guide • • •System admin guide •Support and resources Web site • • • • • •Service manual for customers •Field service manual •Field service Web site • • •
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Case Study – Reuse ExampleCase Study – Reuse Example
Case Study – Developed Content ModelCase Study – Developed Content Model
• Identified content functions (background, procedure, troubleshooting)
• Identified content rules for each publication• Identified content elements (specific topics and
procedures and troubleshooting tips)• Validated content elements
Case Study Content Assessment Deliverable – Content MatrixCase Study Content Assessment Deliverable – Content Matrix
Content Element Function User Manual Setup Guide Service Manual
01. USING THE DEVICE Section
01A. Workflow Subject
General Workflow Statement Include
Alternate paths to workflow Statement Include
01B. System Setup Subject
Component descriptions Statement Include Include Include
To connect the motor Action Include Include Include
To connect the accessory Action Include Include Include
To connect the controller Action Include Include Include
To turn on the system Action Include Include Include
Caution: Power up sequence Alert Include Include Include
Warning: Accessory usage Alert Include Include
01C. Starting a Case Subject
To log in Action Include Include
To enter case data Action Include Include
Case Study – Implemented Technology Case Study – Implemented Technology
• Put legacy content under version control • Converted legacy content• Created DITA maps for each deliverable • Developed DITA content elements using XMetaL• Used XML content management repository• Customized XSL transformation process
Case Study - Content Development ProcessCase Study - Content Development Process
• Built what was needed when it was needed• Prepared style guide • Prototyped output• Defined ownership
– Cross-functional development
– More granular
• Established review processes• Planned for localization
Case Study – Workflow ExampleCase Study – Workflow Example
Case Study – Educated the TeamCase Study – Educated the Team
Case Study Results – Published to Multiple Outputs & LanguagesCase Study Results – Published to Multiple Outputs & Languages
Quick Reference Materials
Localized Content Users Guide
Case Study ResultsCase Study Results
• Customized content to meet diverse audience needs• Reuse of content across multiple deliverables• Reuse of content through product development lifecycle • Version control – Check in/out for all content elements• Changes mapped to software change request tool,
comments included in XML
Poll – TechnologyPoll – Technology
Our company is in a structured CMS (XML) environment. We produce content in multiple outputs (PDF, HTML.) We produce content in multiple languages. Our company does not track the use of our content.
Which of the following statements apply to your company? Check all that apply
Best Practices – Business CaseBest Practices – Business Case
• Business strategy before technology• Key stakeholders believe in it• Share the Roadmap• ROI is highest when the benefits of span multiple
functional areas
Best Practices – Modeling the Customer Best Practices – Modeling the Customer
• Build a explicit lifecycle model• Invest in developing robust personas• Don’t assume you know your customers
Opportunities for Content OptimizationOpportunities for Content Optimization
• Reduce• Reuse• Innovate
Define Technology for OptimizationDefine Technology for Optimization
• CMS requirements• XML structures (DITA, DTD, specialization)• Templates for authors• Output technology• Authoring environment
Optimize Content Development ProcessOptimize Content Development Process
• Cross-functional leadership• Style guides• Ownership (more granular)• Workflow changes• Prototype output• Localization plan
Essential Steps for Team OptimizationEssential Steps for Team Optimization
• Change management• Shared content challenges• Focused hands-on training
Best Practices – Outsource One Time SpikesBest Practices – Outsource One Time Spikes
Develop Internal Expertise• Stylesheet maintenance
and development• Build topic-based
structured writing skills• Develop internal DITA
“gurus”• Define Customer
Lifecycle(s)
Use External Expertise• Personas • Content Audit / IA
analysis• Initial stylesheet
customization• Legacy content
conversion• CMS implementation and
customization
Where Are You?Where Are You?
Beyond the Book and the Class - Using DITA for Training & SupportBeyond the Book and the Class - Using DITA for Training & Support
Cart Features
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Tuesday, February 10, 2009
Questions and Next StepsQuestions and Next Steps
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