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From Documentation to Content Strategy: A Case Study
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From Documentation to Content Strategy: A Case Study

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How a call for documentation can expand to include many different activities, illustrated with work in progress - presented at Localization World, Paris - TEKOM track, 5 June 2012.

How a call for documentation can expand to include many different activities, illustrated with work in progress - presented at Localization World, Paris - TEKOM track, 5 June 2012.

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  • 1. C U LT U R E C O MCULTURE COMMUNICATION TECHNOLOGIE Ray Gallon
  • 2. The Call:
  • 3. The Product ž  Busi ness Ac software tivity Mo nitoring (BA M ) —  Fits th e space Manage between ment (B Busines Intelligen PM) and s Proces c e (BI). Bus iness s two au diences: lient de scribesž  C —  IT t —  Man agemen
  • 4. The Two Audiences rity of a l integ   IT: chnic ž e d in te g SLA erest —  Int ess existi n pr oc A per d in Q rnal) e erest or exte io n not —  Int a l p plicat e ( intern the a tructur that fras n —  C oncer their in e d amag ž  Managem —  Interes e nt: te data that d in strategic and p rocesses can be e xtracted f operatio nal —  Don’t rom the have grea software t desire to “hands on use the .”
  • 5. The Discovery Process ed ne ed:  Exp ress not ion” – tailž entat y de ocum in an — “D ware desc ribed soft ke the for : ma tand ctive ders — Obje to un eas ier stom e rs. p oten tial cu
  • 6. The Discovery Process ž  Inter views wi following th key pl n o n e xp ayers re ressed n veal the —  A doc eeds: umentat —  Conte ion ph ilosophy nt archit —  Help ecture with a co audience ntent str s ategy fo r the two —  Help with inte raction d esign ch oices
  • 7. The Discovery Process ž  Inter views wi following th key pl n o n e xp ayers re ressed n veal the —  A doc eeds: umentat ion ph ilosophycontent —  Conte nt archit —  Help ecture strategy with a co audience ntent str s ategy fo r the two —  Help with inte raction d esign ch oices
  • 8. The Two Audiences: Subtext INTERACTION COMMUNICATIONS CHANNEL I YOU
  • 9. The Two Audiences: Subtext INTERACTION COMMUNICATIONS CHANNEL I SOFTWARE
  • 10. Example: Business ProcessDashboard – Order FulfillmentUser Interaction model: Progressive Disclosure
  • 11. Key Recommendations AfterDiscoveryž  “Documentation” = Embedded, on line, progressively disclosed assistance, including decision supportž  Combination of standardized OLH plus customized material: —  Done by the co. as part of a service contract —  Custom annotations by end userž  Software must communicate with two voices to the two audiencesž  Use DITA to maximise reuse, conditional text, etc.ž  No CMS – Use existing configuration management system for content management, but prepared for eventual migration
  • 12. two aud iences, ere are indeed, ž Th ’t one of them. b ut IT isnž The real two —  Oper audienc ational es are: —  Strat people egy peo ple
  • 13. In an Ideal W ew p ersonas ould be before orl d…ž  Ther r profiles egins or use ment b develop ž  The se pro the con files would tent cr then b —  Inte eation e appli raction proces ed to —   Interf design s: ace gr —  Us aphics er assi stancež  Prototypes w ould be tested with real users or potential users
  • 14. How It Really Happenedž  Product was designed with certain preconceived notions of user profiles, never researchedž  Content, tone, etc. not taken into account at allž  Real user research considered “too difficult because there are no users – it’s a new product”ž  Some of this work now being done, in parallel with content development
  • 15. Chosen Architecture:Progressive Disclosure Link Yes No Multiple Links At Will
  • 16. Adaptation of Process to Reality hase one:Pro ject p Star t co n mod tent e U devecom A (to lopm mon ol tip ent o s, ta trunk , use sks, f “stand r fun etc.) ard” ction – s on ly
  • 17. Adaptation of Process to Reality ase one: per in ph p ro llel, dev elop In para ers, al us for tenti po oice rview les dvInte rofi p ton e an user atin g enti ces iffer dien Sta rt d t a u n etter di ffere ncy, b nsiste rs for co t use Adju st UI , targe o mi cs ergon
  • 18. Work in progress
  • 19. Progressive DisclosureUser Interface Click here to reveal detailed information
  • 20. Result: a “Portlet” You can drill down further to see individual transactionsDouble click a line for drill down
  • 21. User Assistance Progressive Disclosure Model Click here for more helpEnhanced tooltip is first level of disclosure
  • 22. User Assistance Progressive Disclosure Model Click here for more helpEnhanced tooltip is first level of disclosure Click here for a full concept
  • 23. The Concept Pane Opens
  • 24. The Concept Pane Opens Click here to open the TOC Links to more information at bottom of pane
  • 25. Adaptation of Process to Realityž  Planned Phase Two: —  Find a technical writer to maintain standard content —  Expand “standard” UA to include administrative functions —  Adjust UA content and style rules based on user testing —  Develop input application for SME’s, in- house consultants —  Develop applet to permit user annotation
  • 26. In Summary:ž  “Help, we need documentation” becomes a call for: —  Content strategy – voices, user profiling —  UX – user profiling, testing, refining interaction design, interaction design of UA —  Document Content Architecture – choice of system, content management strategy —  Information Architecture – structure of the UA content —  Content development – otherwise known as writing
  • 27. C U LT U R E C O MCULTURE COMMUNICATION TECHNOLOGIE email: infodesign@culturecom.net Please check out my blog, « Rant of a Humanist Nerd: » http://humanistnerd.culturecom.net Twitter: @raygallon LinkedIn and Google+: Ray Gallon Member, board of directors