Chaos theory (reversed) – Getting your act together<br />Chris Hadley<br />Director, Customer Care<br />
About Micro Focus<br />Financial Services<br />Manufacturing<br />Health Care<br />Telecom<br />Retail / other<br /><ul><l...
Founded in 1976
Global company with 1,500 employees
Trebled revenues, more than trebled profits in last four years
Top 10 European software company
Leader in Enterprise Application Management & Modernisation
15,000 current customers
Seven acquisitions in last four years – broad solution and product reach
Global partners Microsoft, IBM, Oracle, HP/EDS, Accenture</li></li></ul><li>
The requirements<br />My customers want help doing their jobs<br />My company wants more with less, faster, now and into t...
Blood pressure<br />2006	2007	2008	2009	2010	2011	2012<br />
2006<br />UK<br />US<br />CHM<br />Help 2.0<br />HTML<br />Eclipse<br />(PDF)<br />CVS++<br />Mainframe Express<br />Net E...
2007<br />US<br />UK<br />HAL<br />CHM<br />Help 2.0<br />HTML<br />Eclipse<br />PDF<br />(PDF)<br />Bulgaria<br />File se...
UK<br />2009<br />US<br />HAL<br />Bulgaria<br />CHM<br />MSHC<br />HTML<br />Eclipse<br />PDF<br />(PDF)<br />CMS<br />Fi...
UK<br />2010<br />US<br />HAL<br />Bulgaria<br />CHM<br />MSHC<br />HTML<br />Eclipse<br />PDF<br />(PDF)<br />CMS<br />Fi...
UK<br />2011/2<br />US<br />CHM<br />MSHC<br />HTML<br />Eclipse<br />PDF<br />Bulgaria<br />CMS<br />Austria<br />CVS++<b...
The goal: Help customers do their jobs<br />Documentation is good if:<br />it’s easy to find what you’re looking for<br />...
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Istc 2010 chris hadley

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Presentation at ISTC conference, UK, 2010.

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  • Many presentations result in death by bullet point, so trying something a little different...
  • Top illustration = foundations are more solidBottom illustration = as a team we’re moving into the future (technologies, outlook etc) rather than remaining entrenched in the past
  • World = vision, big picture of where we want to goBaton = teamworkWindsurfer = agility/flexibilityArrows = decision-makingJigsaw = integration (of acquisitions)ROI = achieved demonstrable results
  • Birds = migrationsMegaphone = spreading the message of what we’re doing and whyComputers = underestimated the difficulty from a technical viewpointLoremipsum = didn’t understand our content as well as we thoughtMap = didn’t know what we didn’t know; had to work things out as we went along
  • Birds = complete migrationsMap + magnifying glass = improve user experience (search and navigation)Crowd = involve the communityDictionary = finalize standardsPick’n’mix = ad hoc doc requests
  • Istc 2010 chris hadley

    1. 1. Chaos theory (reversed) – Getting your act together<br />Chris Hadley<br />Director, Customer Care<br />
    2. 2. About Micro Focus<br />Financial Services<br />Manufacturing<br />Health Care<br />Telecom<br />Retail / other<br /><ul><li>High Growth International Software Company
    3. 3. Founded in 1976
    4. 4. Global company with 1,500 employees
    5. 5. Trebled revenues, more than trebled profits in last four years
    6. 6. Top 10 European software company
    7. 7. Leader in Enterprise Application Management & Modernisation
    8. 8. 15,000 current customers
    9. 9. Seven acquisitions in last four years – broad solution and product reach
    10. 10. Global partners Microsoft, IBM, Oracle, HP/EDS, Accenture</li></li></ul><li>
    11. 11. The requirements<br />My customers want help doing their jobs<br />My company wants more with less, faster, now and into the future<br />My team wants to be happy, energised, and recognised as making a difference<br />
    12. 12. Blood pressure<br />2006 2007 2008 2009 2010 2011 2012<br />
    13. 13. 2006<br />UK<br />US<br />CHM<br />Help 2.0<br />HTML<br />Eclipse<br />(PDF)<br />CVS++<br />Mainframe Express<br />Net Express<br />Server Express<br />SOA Express<br />...<br />XMetaL with<br />MF DTD<br />
    14. 14. 2007<br />US<br />UK<br />HAL<br />CHM<br />Help 2.0<br />HTML<br />Eclipse<br />PDF<br />(PDF)<br />Bulgaria<br />File servers<br />CVS++<br />Mainframe Express<br />Net Express<br />Server Express<br />SOA Express<br />Revolve<br />ACU COBOL<br />XMetaL with<br />MF DTD<br />FrameMaker<br />RoboHelp<br />Word<br />DBC/XDBC<br />Enterprise View<br />Data Express<br />
    15. 15. UK<br />2009<br />US<br />HAL<br />Bulgaria<br />CHM<br />MSHC<br />HTML<br />Eclipse<br />PDF<br />(PDF)<br />CMS<br />File servers<br />Austria<br />CVS++<br />Net Express Server Express<br />Studio EE Server EE<br />MFE EE SOA Express<br />Data Express MW<br />ACU COBOL RM COBOL<br />Revolve Enterprise Link<br />Silk Performer Silk CTM<br />Silk Test DevPartner<br />QADirectorQALoad<br />StarTeamCaliber<br />AppServerVisiBroker<br />Rumba OnWeb Web2Host<br />TeamDefine Eclipse<br />Open PL/I etc etcetc<br />SVN<br />XMetaL with DITA<br />XMetaL with Borland<br />Xmetal with CPWR<br />FrameMaker<br />RoboHelp<br />Word<br />
    16. 16. UK<br />2010<br />US<br />HAL<br />Bulgaria<br />CHM<br />MSHC<br />HTML<br />Eclipse<br />PDF<br />(PDF)<br />CMS<br />File servers<br />Austria<br />CVS++<br />Net Express Server Express<br />Studio EE Server EE<br />MFE EE SOA Express<br />Data Express MW<br />ACU COBOL RM COBOL<br />Revolve Enterprise Link<br />Silk Performer Silk CTM<br />Silk Test DevPartner<br />QADirectorQALoad<br />StarTeamCaliber<br />AppServerVisiBroker<br />Rumba OnWeb Web2Host<br />TeamDefine Eclipse<br />Open PL/I etc etcetc<br />SVN<br />XMetaL with DITA<br />XMetaL with Borland<br />Xmetal with CPWR<br />
    17. 17. UK<br />2011/2<br />US<br />CHM<br />MSHC<br />HTML<br />Eclipse<br />PDF<br />Bulgaria<br />CMS<br />Austria<br />CVS++<br />Net Express Server Express<br />Studio EE Server EE<br />MFE EE SOA Express<br />Data Express MW<br />ACU COBOL RM COBOL<br />Revolve Enterprise Link<br />Silk Performer Silk CTM<br />Silk Test DevPartner<br />QADirectorQALoad<br />StarTeamCaliber<br />AppServerVisiBroker<br />Rumba OnWeb Web2Host<br />TeamDefine Eclipse<br />Open PL/I etc etcetc<br />SVN<br />XMetaL with DITA<br />Legacy<br />
    18. 18. The goal: Help customers do their jobs<br />Documentation is good if:<br />it’s easy to find what you’re looking for<br />information flows naturally<br />it answers your question<br />it helps you do your job smarter<br />X<br />Help 2.0<br />MSHV 1<br />HTML<br />Eclipse<br />PDF<br />+<br />+<br />
    19. 19. The approach: Consistency and efficiency<br />XMetaL with DITA<br />XMetaL with Borland<br />Xmetal with CPWR<br />FrameMaker<br />RoboHelp<br />Word<br />XMetaL with<br />DITA<br />Legacy<br />CMS<br />CMS<br />File servers<br />CVS++<br />CVS++<br />SVN<br />SVN<br />
    20. 20. The team: Still overloaded, but...<br />
    21. 21. The future<br />CHM<br />MSHC<br />HTML<br />Eclipse<br />PDF<br />XMetaL with<br />DITA<br />Legacy<br />CMS<br />??<br />
    22. 22. What has gone well?<br />
    23. 23. What could we have done better?<br />?<br />
    24. 24. What next?<br />
    25. 25. Chris.Hadley@microfocus.com<br />
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