Ziegler: Requirements of CMS in TC
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Ziegler: Requirements of CMS in TC Ziegler: Requirements of CMS in TC Presentation Transcript

  • Requirements ofContent Management Systems (CMS) in Technical Communication Prof. Dr. W. Ziegler Karlsruhe University of Applied Sciences Management & Engineering Dep. Tech. Comm.
  • Overview Introduction1. Reuse (Content, Structure)2. Change Management (Versions)3. Variant Management (Product, Media, Target Group, …)4. Translation (Language Variants)5. Automization (Publication, Aggregation)6. Integration (Data, Processes, Systems) Summary © Prof. Dr. Wolfgang Ziegler
  • Organization and information Sales/ Marketing Manufact. Develop. … the black box Tech Com. Department Product Pre-Sales After-Sales Information © Prof. Dr. Wolfgang Ziegler View slide
  • Information and the product lifecycle Sales- Require Developer Service- Doc. ments Service Reports ERP Hazard Supplier info Data analysis Doc. Configu- Speci- Cust. rator fication Tech. Desc. Feedback Standards CAD-Drawings Certificates Patents Models Tests Regul. Doc. Partslists Sales R&D Manufact. Training Service Product Machine Catalog User Service- Info (Web)- System Marketing Manual info & Data- Spare sheets Plann. Manual e- Part Install. Catalog Business Help Mount. Desk Doc. Training Info Doc. CBT/WBT PIM (PDM) CM SPIM Product Information Management Content Management © Prof. Dr. Wolfgang Ziegler View slide
  • CMS drivers Complexity of products Dynamics of product development Globalization Output requirements: quality and cross media © Prof. Dr. Wolfgang Ziegler
  • Demanded CMS functionalities (by cust.) Object Management (Archiving, Versioning of Content) 44% (80%) Retrieval Mechanisms (Search and View) 44% (80%) Management of Media/Graphic formats 67 % (85%) Reuse 67% (91%) and Version/Variant Control 44 % (79 %) Translation Process Management 56 % (76 %) Terminology Management 56 % (76 %) Cross Media Publishing 44 % (79 %) tekom CMS-Study 2005/2008: Main CMS requirements © Prof. Dr. Wolfgang Ziegler
  • (Component) Content Management Optimization of internal processes Users • Technical Writers • Content Provider • Information Architects • Administrators Authoring Managing Delivering Requirements for users • Qualification Content Management System tekom modules • “Authoring systems“ • “XML”• Software supporting optimized processes• Requirements are defined by processes © Prof. Dr. Wolfgang Ziegler
  • 10-step introduction procedure (tekom)1. Analysis of actual state Process2. Estimating optimizing potential (Re-)Engineering3. Definition of future system/state (Requir.)4. Evaluation and selection of system5. Specification of implementation6. Internal preparation Content & Media Engineering7. Customizing8. Installation9. Training and migration10. Using and optimizing © Prof. Dr. Wolfgang Ziegler
  • Content Engineering (Phase 6) Structuring information and use of information models Modularization and variant handling Metadata and search/retrieval concepts Terminology and authoring guidelines Styling and publishing of media Legacy data und migration scenario CMS requirements = support of reengineered content creation © Prof. Dr. Wolfgang Ziegler
  • Information ProcessMaturity Model (IPMM, JoAnn T. Hackos)Maturity levels Key Practices (for analysis & improvement) Optimizing  Quality assurance activity  Information Planning Managed and sustainable  Estimating scheduling and tracking projects  Hiring and training  Innovative information CMS Organized and repeatable designs to support customer needs  Cost and budgetary control Rudimentary  Quality management Ad-hoc  Collaboration © Prof. Dr. Wolfgang Ziegler
  • CMS Introduction Phases 60 50,4% tekom 2005 tekom 2008 50 40 35,7% 30 20 6,7% 7,2% 10 0 © Prof. Dr. Wolfgang Ziegler
  • CMS requirements and functionalities1. Modular authoring and reuse © Prof. Dr. Wolfgang Ziegler
  • Modular authoring Goal Decrease document creation time by re-use of information („modules“, „topics“, „chunks“, „objects“) Methods Standardized authoring using (XML-) structures, writing guidelines and language control Modular writing and metadata enrichment of modules Decentralized modular authoring (in globalized environments) Aggregation of documents by (large number of) modules © Prof. Dr. Wolfgang Ziegler
  • Balance of granularity flexibility simplicity higher reusability complexity lower reusability redundancy Modul size © Prof. Dr. Wolfgang Ziegler
  • Bottom-up analysis: module matrixdocument Class Doc 1 Doc 2 Doc 3structure Chap task Mod 1 Mod 1 Mod 1 1.1 (S) (S) (S) Chap descr. Mod 2a Mod 2b Mod 2c 1.2.1 (V) (V) (V) Chap diag- Mod 3 1.2.2 nosys (O) doc./prod. variants, media, target group Rockley 2003 („Content Audit“) Drewer /Ziegler 2010 © Prof. Dr. Wolfgang Ziegler
  • Spectra of module sizes % Variant Process Standardized Management integration Info.models (Parts Lists) 60 DOG 2000 tekom 2005 40 tekom 2008 20 0 © Prof. Dr. Wolfgang Ziegler
  • Modules and Metadata? © Prof. Dr. Wolfgang Ziegler
  • Metadata examples © Prof. Dr. Wolfgang Ziegler
  • Metadata systematics author („John May“) status („released“) translation status („in work“ version („4.0“) language („de“) „life cycle“ component („seat“) mod.type („task“) „intrinsic info.type („operation“) properties“ functional part („ head restraint“) procedure type („removal“) „Product classification“ „Information classification“ pub.type („online“) „extrinsic series („169“, „245“) properties product („passenger car“) doc.type („owner‘s manual“) (use)“ valid ( “A“, “B“) © Prof. Dr. Wolfgang Ziegler
  • Practical classification (module matrix) 3-level intrinsic 3-level intrinsicKoenig&Bauer, information classes product classesPrinting machines © Prof. Dr. Wolfgang Ziegler
  • Classification of modules use of intrinsic metadadata for classification and retrieval  (static) folder structure seat head restraint removal  database attributes seat head restraint adjust back removal heating  combination: „dynamic folder“ © Prof. Dr. Wolfgang Ziegler
  • Standardization (content + structure)<?xml version="1.0" encoding="UTF-8"?><task> <heading> Displaying structure nodes </heading> <step> Open file by using code editor. </step> <step> Activate menue entry <menue> „evaluate“. </menue></step> <step> Fill-in XPATH-expression. </step> <result> The selected nodes are displayed in a separate window.</result> </task> Rule-based authoring; enforced by editing tools and terminology/language control © Prof. Dr. Wolfgang Ziegler
  • Language control Writing guidelines & terminology enforced Combination with XML structure of information model (context) © Prof. Dr. Wolfgang Ziegler
  • Information Models & Editors © Prof. Dr. Wolfgang Ziegler
  • Information Models / Standard structures standardized structure Docbook DITA S1000D PI-Mod 1 1 project/ 3 customer specific CMS 2 structure specific structure © Prof. Dr. Wolfgang Ziegler
  • Standards in use (structure and layout) 50% 47% Content Engineering 42% 40% 30% Process-Engineering 20% 10% 05% 05% 03% 03% 02% 02% 01% 00% © Prof. Dr. Wolfgang Ziegler
  • Building documents (single sourcing) Metadata reuse / referencing • Validity • Version • Variant module repository (Database) © Prof. Dr. Wolfgang Ziegler
  • Modular Authoring Document Aggregation © 28 Prof. Dr. Wolfgang ZieglerProf. Dr. W. Ziegler - Studiengang Technische Redaktion HSKA
  • CMS requirements and functionalities2. Change Management (version control) © Prof. Dr. Wolfgang Ziegler
  • Change management (version control) Versions (revision, release) 7. Change in Product 6. (Development and product lifecycle) 5. 4. Change in Content 3. (modules, media, documents) 2. 1. „Change Management“ reflected by versions © Prof. Dr. Wolfgang Ziegler
  • Empirical data:product changements relevant for tech. doc. Internal (product-based) conditions for tech. doc. none low medium high very high Product complexity Amount of variants Amount of Changes in product development processes Amount of changes after product development © Prof. Dr. Wolfgang Ziegler
  • Version control Driver‘s seat in progress Towing the excavator released © Prof. Dr. Wolfgang Ziegler
  • Aggregated documents:modules and revisions Version 6. Revision (version) control through content lifecycle meta-data Version 3. Change management Version 4. © Prof. Dr. Wolfgang Ziegler
  • Cascading reuse and update scenario document structure(aggregated modules) Show new versions Auto update module version Update push vs. pull update scenario © Prof. Dr. Wolfgang Ziegler
  • Cascading reuse and versioning 5.0 ?.? 3.0 3.1 4.0 2.0 (document) 5.0 3.0 complex versioning, workflow and update scenario © Prof. Dr. Wolfgang Ziegler
  • CM After-Sales Document Types User Manual 92% Installation Manual 70% Service Manual 57% Software Description 53% Operation Manual 51% Data sheets 38% Training Material 36% Repair Manual 35% Spare Part Catalogue 34% Online-Help 33% Parts lists 19% Pricing Catalogues 13% © Prof. Dr. Wolfgang Ziegler
  • Number of published information products 68 %: 4 - 8 Information Products 16% 15% 15% 14% 13% 13% 13% 12% 12% 10% 8% 7% 6% 5% 4% 4% 2% 2% 1% 0% 1 2 3 4 5 6 7 8 9 10 11 Information product (doc. types) © Prof. Dr. Wolfgang Ziegler
  • CMS requirements and functionalities3. Variants (Product , Document, Media, Target Group, …) © Prof. Dr. Wolfgang Ziegler
  • Variant management Versions (changes) A B C D Variants © Prof. Dr. Wolfgang Ziegler
  • Empirical data (product variants) Internal (product based) conditions for TechDoc none low medium high very high Product complexity (Amount of functionalities) Amount of product variants Amount of Changes in product development processes Amount of Changes after product development © Prof. Dr. Wolfgang Ziegler
  • Variant management (document level) Document (and product) variants C V.2. = A V.1. different configurations of module variants (A, B, …) B V.3. Module variants identified in CMS by metadata Module variants show partially identical metadata (e.g. PI-classification: „driver‘s seat“ / „adjusting“; A V.3. Variants: mechanical or hydraulical suspension) © Prof. Dr. Wolfgang Ziegler
  • Variant management (sub-modular)  „Parameterized“ modules „Bedingte“ Elemente = Variablen through variables and conditional elements  Automized filtering through defined metadata  Requires stable and enhanced metadata concept © Prof. Dr. Wolfgang Ziegler
  • Variant management (sub-modular) Module variant A Reuse of (small) fragments Management of reuse pool (complex metada or repository structure) Module variant B Requires clear reuse scenario © Prof. Dr. Wolfgang Ziegler
  • CMS requirements and functionalities4. Translation Management © Prof. Dr. Wolfgang Ziegler
  • Language as metadata dimensions Versions Languages Variants © Prof. Dr. Wolfgang Ziegler
  • Translation management (CMS – TMS) Term DB CMS TMS Interface: export-import system coupling Translation processes driven by modularization © Prof. Dr. Wolfgang Ziegler
  • Use of TMS (within translation process) No TMS used Location of TMS TMS used by translation service provider TMS used in house © Prof. Dr. Wolfgang Ziegler
  • Localization Document structures are often language dependent (due to standards) Target languages are created via intermediate languages (relay lang.) 1 2 3 1 4 2 5 3 6 4 7 5 1 6 4 7 3 2 7 6 5 © Prof. Dr. Wolfgang Ziegler
  • CMS requirements and functionalities5. Automization © Prof. Dr. Wolfgang Ziegler
  • Automized aggregation of documents parts list (ERP) driven aggregation or filtering of modules Generator CMS: Modules + Metadata BOM (parts list) © Prof. Dr. Wolfgang Ziegler
  • XML-driven publication Rules based mapping from structure to layout Structure elements Rules can be defined for: automated • target groups Rules or manually • media controlled • Infotype/document type Layout elements • localization • personalization © Prof. Dr. Wolfgang Ziegler
  • Cross Media Publishing XSLT (XML) XML DTP XML HTML processor XSL-FO hh processor PDF epub CHM © Prof. Dr. Wolfgang Ziegler
  • Rendering of PDF Documents (XSL-FO) Doc.xsl Doc.pdf Doc.xml Doc.fo XSLT XSLFO Prozessor Prozessor © Prof. Dr. Wolfgang Ziegler
  • Rendering of HTML Documents MOD.xml Doc.xsl Doc_x.css MOD.xml Doc.htm XSLT Prozessor Doc_h.css Doc.js © Prof. Dr. Wolfgang Ziegler
  • CM After-Sales Media Variety of Audio Manual 0,20% output media eLearning 4% Dynamic Websites 7% Multimedia Docs 8% Presentation Documents 14% HTML Documents 21% Online Help 33% CD-Application 39% PDF (Print) 70% PDF (online) 73% Print Document 79% © Prof. Dr. Wolfgang Ziegler
  • Published media 70 %: more than 2 media 35% 29% 30% 25% 25% 19% 23 %: more than 4 media 20% 15% 11% 10% 6% 5% 4% 5% 2% 0% 1 Medium 2 Medien 3 Medien 4 Medien 5 Medien 6 Medien 7 Medien mehr als 7 Medien © Prof. Dr. Wolfgang Ziegler D.S.
  • CMS requirements and functionalities6. Integration (information, processes, systems) © Prof. Dr. Wolfgang Ziegler
  • CMS integration scenarios Data integration  interfaces: (manual) exchange of data, information  coupling: (automated) linking between documents, media System integration  Interfaces: automated exchange between systems (ERP, PIM, TMS) Process integration  Workflow coupling (PDM/PLM, TMS) © Prof. Dr. Wolfgang Ziegler
  • Coupling of data / information Sales- Require Developer Service- Doc. ments Service Reports ERP Hazard Supplier info Data analysis Doc. Configu- Speci- Cust. rator fication Tech. Desc. Feedback Standards CAD-Drawings Certificates Patents Models Tests Regul. Doc. Partslists Sales R&D Manufact. Training Service Product Machine Catalog User Service- Info (Web)- Manual info & System Data- Marketing Spare sheets Plann. Manual e- Part Install. Help Catalogue Business Mount. Training Desk Doc. Doc. Info PIM CBT/WBT Product Information Management CM Content Management © Prof. Dr. Wolfgang Ziegler
  • Coupling of output media / informationService information, spare part and descriptive information • Media (PDF/HTML/Mobile) depending on User Manual use case SPC/IPC • Selection and cross referencing connecting different document types • Selection of modular information Service through metadata (product, article,..) Manual and semantic information structures • Data and Informationen have to be product-specific (depending on product configuration) © Prof. Dr. Wolfgang Ziegler
  • PIM and CM (data and system integration) A large number of departments responsible for PIM data are also involved in CMS processes! • Reuse of PIM data information 64% • Coupling of 53% systems Data Graphic Terminology Descriptions W. Ziegler, PIM-Studi tekom 2006 Service Information Customer documentation © Prof. Dr. Wolfgang Ziegler
  • Delivery systems and content integration customer and service portales data sheets &shop systems helpdesk applications feedback & reports service info customer relation diagnosis & maint. planning data and informationen have to be specific for ETK product/customer various synchronized PIM sources of SPC information (CMS, PIM, SPIM) feedback from customer or field service © Prof. Dr. Wolfgang Ziegler
  • Coupling (CMS & PLM/PDM) from system to process integration CMS Parts lists (BOM) Change-Management Qual. PLM/ERP R&D Marketing Manufact. management Service DMS © Prof. Dr. Wolfgang Ziegler
  • Summary © Prof. Dr. Wolfgang Ziegler
  • CMS and Content Lifecycle *** fully automizable ** Versioning, variant control, … Translation *** TMS ** *** Modular Modular Building Delivery Retrieval QM/QA Publishing Classification Authoring Documents Archiving ** ** * * *** * *** ***Workflow Target Cross Document Group Media Types © Prof. Dr. Wolfgang Ziegler
  • Implemented/supported processes 080% 72% tekom 2008 060% 52% 50% 47% 040% 36% 35% 020% 000% © Prof. Dr. Wolfgang Ziegler
  • CMS Investment CMS Invest Number of Employees 50 - 250 250 -500 500- 1000 1000 - 5000 > 5000 16,1 % 6,7 % 4,3 % 2,2 % Up to 10 000 Euro 10 000 - 50 000 Euro 48,4 % 33,3 % 30,4 % 8,7 % 11,4 % 50 000 - 100 000 Euro 12,9 % 40,0 % 8,7 % 17,4 % 25,7 % 100 000 - 250 000 Euro 16,1 % 20,0 % 30,4 % 34,8 % 14,3 % 250 000 - 500 000 Euro 6,5 % 13,0 % 34,8 % 22,9 % Up to 1 000 000 Euro 4,3 % 8,6 % > 1 000 000 Euro 8,7 % 2,2 % 17,1 % © Prof. Dr. Wolfgang Ziegler
  • Return on Investment years 7 6 Estimated Time of ROI 5 4 3 2 1 © Prof. Dr. Wolfgang Ziegler
  • Use and further development of CMS 59% 60 Process optimized Integration „internal“ 50 CM processes 40 29% 31% 30 21% 2008 tekom 20 2005 10% 10 0 © Prof. Dr. Wolfgang Ziegler
  • wolfgang.ziegler@hs-karlsruhe.dehttp://www.home.hs-karlsruhe.de/~ziwo0001/ © Prof. Dr. Wolfgang Ziegler