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Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
Knowledge Integration (STC 2010)
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Knowledge Integration (STC 2010)

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Symantec's Tristan Bishop (@KnowledgeBishop) presents a vision in which Technical Writers become the conduit by which organizations communicate with the customer. In addition to creating product …

Symantec's Tristan Bishop (@KnowledgeBishop) presents a vision in which Technical Writers become the conduit by which organizations communicate with the customer. In addition to creating product knowledge, these Knowledge Integrators will collect user-generated content, verify the accuracy, rebrand it, and redistribute it strategically.

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  • This is a sample “Quotation” slide, ideal for communicating customer quotes and/or third-party research findings. To Change Text in Shapes (i.e.: “Type your quote…” and “person quoted…”):Place cursor on top of text in Shape and triple click to select text. Begin typing desired text.To Change Font Color/Size: Place cursor on top of text and triple click to select it. right-click and select “Font” from the drop-down menu. Select desired attributes to change font, size, boldness, color, etc. Note: many of the same commands can also be accessed from the “Font" group of the “Home” tab or from the “Mini” toolbar that appears when text is selected.To Delete a Text Box or Shape:Select the edge of the desired object by clicking once. Press the “Delete” key from your computer keypad.To Copy a Text Box or Shape:Select the edge of the desired object by clicking once (making certain the selection border appears around the object to be copied). Type “Ctrl C” (copy), click outside object, then type “Ctrl V” (paste) to place the object. Click and drag the pasted object to desired location.
  • This is a sample “Quotation” slide, ideal for communicating customer quotes and/or third-party research findings. To Change Text in Shapes (i.e.: “Type your quote…” and “person quoted…”):Place cursor on top of text in Shape and triple click to select text. Begin typing desired text.To Change Font Color/Size: Place cursor on top of text and triple click to select it. right-click and select “Font” from the drop-down menu. Select desired attributes to change font, size, boldness, color, etc. Note: many of the same commands can also be accessed from the “Font" group of the “Home” tab or from the “Mini” toolbar that appears when text is selected.To Delete a Text Box or Shape:Select the edge of the desired object by clicking once. Press the “Delete” key from your computer keypad.To Copy a Text Box or Shape:Select the edge of the desired object by clicking once (making certain the selection border appears around the object to be copied). Type “Ctrl C” (copy), click outside object, then type “Ctrl V” (paste) to place the object. Click and drag the pasted object to desired location.
  • This is a sample “Quotation” slide, ideal for communicating customer quotes and/or third-party research findings. To Change Text in Shapes (i.e.: “Type your quote…” and “person quoted…”):Place cursor on top of text in Shape and triple click to select text. Begin typing desired text.To Change Font Color/Size: Place cursor on top of text and triple click to select it. right-click and select “Font” from the drop-down menu. Select desired attributes to change font, size, boldness, color, etc. Note: many of the same commands can also be accessed from the “Font" group of the “Home” tab or from the “Mini” toolbar that appears when text is selected.To Delete a Text Box or Shape:Select the edge of the desired object by clicking once. Press the “Delete” key from your computer keypad.To Copy a Text Box or Shape:Select the edge of the desired object by clicking once (making certain the selection border appears around the object to be copied). Type “Ctrl C” (copy), click outside object, then type “Ctrl V” (paste) to place the object. Click and drag the pasted object to desired location.
  • This is a sample “Quotation” slide, ideal for communicating customer quotes and/or third-party research findings. To Change Text in Shapes (i.e.: “Type your quote…” and “person quoted…”):Place cursor on top of text in Shape and triple click to select text. Begin typing desired text.To Change Font Color/Size: Place cursor on top of text and triple click to select it. right-click and select “Font” from the drop-down menu. Select desired attributes to change font, size, boldness, color, etc. Note: many of the same commands can also be accessed from the “Font" group of the “Home” tab or from the “Mini” toolbar that appears when text is selected.To Delete a Text Box or Shape:Select the edge of the desired object by clicking once. Press the “Delete” key from your computer keypad.To Copy a Text Box or Shape:Select the edge of the desired object by clicking once (making certain the selection border appears around the object to be copied). Type “Ctrl C” (copy), click outside object, then type “Ctrl V” (paste) to place the object. Click and drag the pasted object to desired location.
  • This is a sample “Quotation” slide, ideal for communicating customer quotes and/or third-party research findings. To Change Text in Shapes (i.e.: “Type your quote…” and “person quoted…”):Place cursor on top of text in Shape and triple click to select text. Begin typing desired text.To Change Font Color/Size: Place cursor on top of text and triple click to select it. right-click and select “Font” from the drop-down menu. Select desired attributes to change font, size, boldness, color, etc. Note: many of the same commands can also be accessed from the “Font" group of the “Home” tab or from the “Mini” toolbar that appears when text is selected.To Delete a Text Box or Shape:Select the edge of the desired object by clicking once. Press the “Delete” key from your computer keypad.To Copy a Text Box or Shape:Select the edge of the desired object by clicking once (making certain the selection border appears around the object to be copied). Type “Ctrl C” (copy), click outside object, then type “Ctrl V” (paste) to place the object. Click and drag the pasted object to desired location.
  • This is a sample “Quotation” slide, ideal for communicating customer quotes and/or third-party research findings. To Change Text in Shapes (i.e.: “Type your quote…” and “person quoted…”):Place cursor on top of text in Shape and triple click to select text. Begin typing desired text.To Change Font Color/Size: Place cursor on top of text and triple click to select it. right-click and select “Font” from the drop-down menu. Select desired attributes to change font, size, boldness, color, etc. Note: many of the same commands can also be accessed from the “Font" group of the “Home” tab or from the “Mini” toolbar that appears when text is selected.To Delete a Text Box or Shape:Select the edge of the desired object by clicking once. Press the “Delete” key from your computer keypad.To Copy a Text Box or Shape:Select the edge of the desired object by clicking once (making certain the selection border appears around the object to be copied). Type “Ctrl C” (copy), click outside object, then type “Ctrl V” (paste) to place the object. Click and drag the pasted object to desired location.
  • This is a sample “Quotation” slide, ideal for communicating customer quotes and/or third-party research findings. To Change Text in Shapes (i.e.: “Type your quote…” and “person quoted…”):Place cursor on top of text in Shape and triple click to select text. Begin typing desired text.To Change Font Color/Size: Place cursor on top of text and triple click to select it. right-click and select “Font” from the drop-down menu. Select desired attributes to change font, size, boldness, color, etc. Note: many of the same commands can also be accessed from the “Font" group of the “Home” tab or from the “Mini” toolbar that appears when text is selected.To Delete a Text Box or Shape:Select the edge of the desired object by clicking once. Press the “Delete” key from your computer keypad.To Copy a Text Box or Shape:Select the edge of the desired object by clicking once (making certain the selection border appears around the object to be copied). Type “Ctrl C” (copy), click outside object, then type “Ctrl V” (paste) to place the object. Click and drag the pasted object to desired location.
  • Transcript

    1. Knowledge IntegrationThe Future of Technical Communication<br />Tristan Bishop, Sr. Prin. Business Analyst, Symantec Software<br />May 2010<br />
    2. Symantec<br />Operates in more than 40 countries<br />FY 2009 revenue = $6.2 billion (Enterprise=$4.4b, Consumer=$1.8b)<br />Over 17,500 Team Members<br />Revenue by Geography:<br />Americas. . . . . . . . . . . . 55%<br />EMEA. . . . . . . . . . . . . . . 30%<br />APJ. . . . . . . . . . . . . . . . . 15%<br />Backs up half of the world’s data<br />2<br />
    3. 3<br />Changing Landscape<br />1<br />2<br />Required Skills<br />3<br />Agenda<br />Knowledge Integration<br />
    4. The Changing Landscape<br />
    5. 5<br />The Changing Landscape<br />Mobile Communications<br />Content: Static to Dynamic<br />Topic-Based Publishing<br />Global Knowledge Requirements<br />Web-Based Support<br />User-Generated Content <br />5<br />
    6. Established content practices are undergoing profound and fundamental changes<br />6<br />Clarlone, Kadie and Laplante: Gilbane Group, <br />“Multilingual Communications as a Business Imperitive”<br />
    7. Mobile Communications<br />7<br />Source: “Dr Hamadoun I. Touré, International Telecommunications' Union, Annual Report 2008”<br />
    8. News: Static to Dynamic<br />8<br />“Every big-city newspaper in the U.S. is either in bankruptcy or will be in bankruptcy in the foreseeable future ... The newspaper industry in the U.S. is over." - Michael Wolff, Vanity Fair, Mar 18, 2010<br />
    9. Navigation: Static to Dynamic<br />9<br />GPS will grow to <br />>$70 Billion by 2013<br />Handsets will have 78% GPS market share by 2013<br />RNCOS E-Services Pvt. Ltd, “World GPS Market Forecast” 2/10<br />
    10. Directories: Static to Dynamic<br />Hard-Copy Yellow Pages will lose 39% revenue over next five years<br />Directory industry already trained 80% of sales staff to sell interactive products<br />Reportlinker, "Say Goodbye to Yellow Pages", July 2008<br />10<br />
    11. Product Content: Static to Dynamic<br />11<br /> “We have to become good at delivering<br />highly targeted,<br /> ‘just in time’ information:<br /> the right bit, at the right time, <br />to help our reader answer a specific question and get on with a task”<br />Larry Kunz, SDI – Winner STC President’s Award, 2010<br />
    12. Topic-Based Publishing<br />Internet caused fundamental change<br />Past = Books; Today = Topics<br />Traditional delivery methods are <br />OBSOLETE<br />12<br />
    13. We cannot continue blindly producing manuals. Much of what we do as technical writers needs to change to meet the growing reality of communication world-wide.<br />13<br />Paula R. Stern, WritePoint Documentation Services<br />
    14. Global Knowledge Requirements<br />Primary markets saturate<br />Shareholders still expect revenue growth <br />Company enters new locales <br />Requires proactive global knowledge strategy <br />English = Base language<br />Automated QA of English source = maximizes MT<br />14<br />
    15. Web-Based Tech Support<br />New labor force entrants grew up with web access<br />They expect web-based support<br />Phone-based interactions rapidly decreasing<br />Our profession is KEY to web-based, self-service support<br />Tech Writers must repurpose manuals as topics for web<br />15<br />With apologies to Scott Adams<br />
    16. User-Generated Content<br />Early web = company writes, customer reads<br />Today’s web = both write (blogs, forums, wiki)<br />Tomorrow’s web? = both write and BOTH read (round-trip)<br />16<br />
    17. Technical communicators must now compete with information being generated by the user community.<br />17<br />Sarah O’Keefe, Scriptorium Publishing Services<br />
    18. Knowledge Integration<br />
    19. We are entering a new era of product content practices. Customers are embraced as part of the content lifecycle.<br />19<br />Clarlone, Kadie and Laplante: Gilbane Group, <br />“Multilingual Communications as a Business Imperitive”<br />
    20. The Knowledge Integrator<br />A Knowledge Integrator will <br />partner with other teams across the organization <br />to gather content <br />that can proactively solve customer issues, <br />reducing the need for incoming support calls.<br />20<br />
    21. 21<br />Knowledge Integration<br />Gathering Content <br />Ensuring Accuracy <br />Ensuring Compliance <br />Delivering Repurposed Content <br />21<br />
    22. Technical writers have an opportunity to morph into the social conduit by which companies interact with users<br />22<br />Louis Marascio, LugIron Software Blog<br />
    23. Gathering Content<br />Seek key topics we didn’t think to write<br />Review customer comments on published topics<br />Study web search results<br />Monitor Tech Support forums<br />Set up automated Keyword Alerts<br />23<br />
    24. 25% of Google search results <br />for the world’s top 20 brands link to <br />user-generated content.<br />24<br />Aarons, Edwards, & Lanier - "Search Engine Strategies magazine", June 2009<br />
    25. InfoDev must connect with Dev, QA and Support<br />Build close relationships<br />Arrange for rapid cross-checks by SMEs<br />25<br />Ensuring Accuracy<br />
    26. Ensuring Brand Compliance<br />Know your corporate branding requirements <br />Build close relationship with Marketing/Branding <br />Ensure that repurposed content is compliant<br />26<br />
    27. Delivering Repurposed Content<br />Distribute to target customers<br />Post to online KB for browsing<br />Initiate L10n for key topics<br />Push into local installations (Live Update)<br />Optimize for mobile viewing<br />27<br />
    28. Required Skills<br />
    29. Why pursue new skills?<br />Cost Cutting continues (RIFs, Outsourcing)<br />We need to show measurable business value<br />Become ready to step into Knowledge Integrator role<br />29<br />
    30. 30<br />Required Skills<br />Topic-Based Writing<br />XML Publishing<br />Social Media Experience <br />30<br />
    31. Topic-Based Writing Skills<br />Study best practices for topic-based authoring <br />Learn industry-standard content models<br />Study DITA core types (“concept”, “task” and “reference”)<br />31<br />
    32. XML Publishing Skills<br />Develop XML publishing skills <br />Understand the node hierarchy<br />Data - not pages<br />WYSWIG DTP = EOL<br />32<br />
    33. XML has won. All major office suites now save their documents in zipped XML by default.<br />33<br />Elliotte Rusty Harold, Polytechnic University, “XML Predictions: IBM.com” 2/5/08<br />
    34. Social Media Experience<br />Explore leading Social Media networks<br />Create basic user profile at prominent sites<br />See new data exchange methods in action<br />Metatags = driving the future of our industry <br />Twitter “trending topics”<br />Facebook “Open Graph”<br />LinkedIn “recommendations”<br />Stumbleupon “favorites”<br />34<br />
    35. Conclusion<br />
    36. In Summary<br />Communication has changed forever (global and instant)<br />Our jobs will never be the same<br />We can drive value into our companies by becoming Knowledge Integrators<br />We’d be wise to proactively seek any skills we yet need<br />36<br />
    37. Tristan David Bishop<br />tristan_bishop@symantec.com<br />(321) 696-3618<br />Twitter: @KnowledgeBishop<br />

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