SDL Global Collaboration Technical Publications
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This document discusses SDL's LiveContent platform for managing technical documentation and customer assistance. It allows for the creation, review, and delivery of personalized documentation in multiple languages and formats. The document demonstrates how Walt, a field engineer, would engage with the system through various stages of content creation, review, collaboration, and analytics.
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SDL Global Collaboration Technical Publications
- 1. SDL Proprietary and Confidential Global Collaboration with Technical Publications Information Development World October 23, 2014 Chip Gettinger | VP Solutions | cgettinger@sdl.com | @cgettinger
- 2. 2 Steps Toward Engaged Customer Information Experience Aware Structured Collaborative Transformative Engaging
- 3. 3 Engaging Customer Self- Service Dynamic Documentation Delivery Knowledge Sharing & Collaboration Deliver high quality, multichannel and multilingual help Publish personalized documentation to any format Empower content contributors with easy creation and review SDL Documentation
- 4. 4 SDL LiveContent Delivering quality product content and user assistance anywhere in the world, in any language, on any device. Versioning, Link and Variation Management, Creation, Approval Easy Web-based XML Editor Structured Wiki for Review Dynamic Contextual Customer Delivery
- 6. 6 walt@robot-x.com Subscribed to our mailing list Got a tablet month ago ADAPTIVE TO MY CONTEXT UNDERSTANDING YOUR CUSTOMER IS ABOUT UNDERSTANDING HIS CONTEXT. 52 years old Field Engineer Prefers content in English Location: New York Supports a few large customers
- 7. 7 Walt engages with lots of different people Tyler, the senior writer Julie, Product Marketing Derrick, Support Engineer Mary, Training Department
- 8. 9AM: Create
- 9. 13 Demo ○ New product update October 31 ○ Tyler coordinating content updates – Identify topics for reuse ○ Review and collaboration with field
- 11. 15 Demo ○ Tyler publishes update – SDL LiveContent Review and Collaboration – Kicks off internal review
- 13. 17 What does Walt care about?
- 14. 18 Walt only wants to give feedback once
- 15. 23 Demo ○ Collaboration between Tyler and Walt ○ Resolve missing and erroneous information in content updates
- 16. 12:30 PM: Revise
- 17. 25 Demo ○ Walt reviews new content, finds a mistake ○ Since he is an SME, he fixes and lets Tyler know ○ He spots other mistakes, but someone needs to research a fix, so he adds a comment
- 19. 27 Demo ○ Julie reviews new content, finds a mistake ○ Since she is an SME, he fixes and lets Tyler know
- 21. 29 Demo ○ Derrick updates a knowledgebase topic with new content ○ Adds a comment for review by Tyler
- 22. 1:30 PM Review
- 23. 31 Demo ○ Derrick reviews additional comments, makes final corrections and updates
- 25. 33 Demo ○ Manager wants Derrick to check status on all comments ○ Readiness to release the product
- 26. Global Customer Experience Management Copyright © 2008-2014 SDL plc. All rights reserved. All company names, brand names, trademarks, service marks, images and logos are the property of their respective owners. This presentation and its content are SDL confidential unless otherwise specified, and may not be copied, used or distributed except as authorised by SDL.