@nozurbina #tcuk13
Rejigging your mindset for
the future of content work
Noz Urbina, Consultant
noz.urbina@mekon.com
@nozu...
@nozurbina #tcuk13
Noz Urbina
~ Consultant/Trainer for Mekon Ltd.
– Content strategy, Technical Communications
– 10 years ...
@nozurbina #tcuk13
The challenge
Google Glass
Samsung
Smartwatch
Smart TVs
@nozurbina #tcuk13
EyeTap
Vuzix M100
Recon Jet
Epson Moverio (on sale)
Telepathy One
@nozurbina #tcuk13
Free, Social AR Smartphone App
Aurasma
Generated
Reality
@nozurbina #tcuk13
Gesture control
@nozurbina #tcuk13
BMW Augmented Reality
Generated
Reality
@nozurbina #tcuk13
Combined solutions
~ Two engineers (one onsite, one at a desk) +
~ Augmented reality headsets +
~ High ...
@nozurbina #tcuk13
Your best engineer anywhere
Support Desk
InteractionInteraction
ContentContent
SpeechSpeech
VideoVideo
...
@nozurbina #tcuk13
THE MINDSET BARRIER
What’s holding us back?
@nozurbina #tcuk13
Silos in the Organisation
Customer Needs
The customer doesn’t care about
your org chart!
The customer d...
@nozurbina #tcuk13
Our species once couldn’t translate 3D
content to a 2D canvas
Our species once couldn’t translate 3D
co...
@nozurbina #tcuk13
Don Yang, 950s Raphael, 1510
@nozurbina #tcuk13
Customer experience is 4D
1. Length
2. Width
3. Depth
1. “Drill down”
2. Progressive disclosure
3. Mult...
@nozurbina #tcuk13
4
ProdMan or
TechComm (PDF)
ProdMan or
TechComm (PDF)
1
Marketing (HTML)Marketing (HTML)
2
3
We Conceiv...
@nozurbina #tcuk13
Authored
Aggregated/
Generated? Authored
“I’d like an answer now please”
(14: 25 Sep 26, 2013)
“I’d lik...
@nozurbina #tcuk13
Twitter is a first-D platform
~ Each tweet provides the tips of various content
“pyramids” you can dril...
@nozurbina #tcuk13
Kindle in 4D – Task timing
@nozurbina #tcuk13
Kindle in 4D – Social highlights
@nozurbina #tcuk13
How we create meaning
We compare each individual situation…
… with personal past experience…
… by match...
@nozurbina #tcuk13
The biggest barrier
~ Our mental models of content are going
out of date
– Our flat, 2D models of conte...
@nozurbina #tcuk13
THE ANSWER:
CONTENT DESIGN
Content modelling and the Android Design Principles
@nozurbina #tcuk13
Simplify My Life
~ Only show me what I need when I need it
http://bit.ly/noz_droid
http://bit.ly/noz_dr...
@nozurbina #tcuk13
11
22
Embedded help
@nozurbina #tcuk13
@nozurbina #tcuk13
Proactive assistance
~ Timed appropriately for my skills and context
– UI item descriptions
– Field val...
@nozurbina #tcuk13
@nozurbina #tcuk13
Enchant Me
~ Let me make it mine / Get to know me
@nozurbina #tcuk13
Socially enabled across silos
Comments
In-line discussion
Page discussion
Community
and Personal
data
B...
@nozurbina #tcuk13
Simplify My Life
~ Keep it brief
http://bit.ly/noz_droidhttp://bit.ly/noz_droid
@nozurbina #tcuk13
Simplify My Life
~ Pictures are faster than words
http://bit.ly/noz_droidhttp://bit.ly/noz_droid
@nozurbina #tcuk13
Ifixit.com
@nozurbina #tcuk13
BRINGING IT ALL
TOGETHER
Content strategy
@nozurbina #tcuk13
Content Strategy
Development
efficiency &
significant cost
avoidance
Unified Framework for Content
Deli...
@nozurbina #tcuk13
Final Take-Aways
~ Don't think about your year at the expense of
your career
~ We are responsible for t...
@nozurbina #tcuk13
BOOK DRAW!
@thecsbook
thecontentstrategybook.com
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Rejigging your mindset for the future of content work [ISTC13]

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This session is about getting yourself ready for the future, whatever it may bring. Change is not something that we usually excel at in technical communications.

If we don’t update our thinking, content and methods, each new wave of technology puts us yet another step behind the curve. Even though tablets and smart phones have reached near ubiquity with professional users, most organisations do not have their people, processes, platforms or content ready for mobile delivery. Many are not even internet-ready. Today we’re bombarded by announcements of new content creation and consumption technologies that are wearable, social, dynamic or embedded directly in products.

Although we can talk about how to do something about it, before our content and processes can change, we must change. We must address what is actually holding us back: how we think about our content in the first place.

This session will provide a new and inspiring perspective on how you can and must work with content to be ready for the future. We’ll look at updating our processes, structures and the biases and habits that surround them.

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  • Survey response metrics (Stuff we’d want to be capturing for Nick anyway) What do users want to see? How does DITA track back to that? Screenshot CHM version of the Elekta content? Users want to know “known problems in the field” for every release. Connect with the user community to see what needs solving in advance. Currently delivering an excel file of this list of content. Even a tiny change that links up the community’s collective knowledge is enough to get users excited. DURATION: 35, Q&A, talk, 5 minutes to change “ Social” isn’t limited to WIKIs, Forums, Facebook, and Twitter.   More and more organisations are looking at how community content can complement (and select few cases, replace) their formal product content. Also, many are noticing how much overlap there is with social content platforms and their own intranets, internal business collaboration and knowledge sharing platforms.   For most, putting documentation fully in the hands of the users – even internal subject matter experts – isn’t an option, or is simply not desirable. Also, creating yet another silo of social content isn’t helpful for users trying to find answers.   So, how can community and formally created content play nicely together?   In this session see best practice concepts and case study examples from software and regulated high-tech manufacturing demonstrating:   - What a content lifecycle means in socially enabled landscape - How mobile and embedded documentation tie-up with social content - How the DITA platform can form the core of a socially-enabled documentation platform - How internal SME and external customer communities can be leveraged for maximum benefit to both - The impact on: editorial process, metrics and measurement, version management, content models, workflow, and metadata strategies
  • Building up a content as a strategic business asset Delivering to native apps and the mobile web Establishing cross-silo integrated practices for meeting customer needs Applying content standards and best practice Measuring content's cost and performance with metrics Developing your content strategy Implementing Component Content Management Systems (CCMS) Mastering change management Ray:
  • http://en.wikipedia.org/wiki/File:Chang_Sheng-wen_001.jpg
  • http://www.google.de/search?q=HP+ProLiant+BL660c+Gen8+Server+Blade&rlz=1C1CHJW_enGB474GB474&oq=HP+ProLiant+BL660c+Gen8+Server+Blade&sourceid=chrome&ie=UTF-8#hl=en&safe=off&tbo=d&rlz=1C1CHJW_enGB474GB474&sclient=psy-ab&q=HP+ProLiant+BL660c+Gen8+Server+Blade+overview&oq=HP+ProLiant+BL660c+Gen8+Server+Blade+overview&gs_l=serp.3...401388.402231.1.402742.9.8.0.0.0.0.196.1095.1j7.8.0.les%3B..0.0...1c.1.2taWNUI_bBo&psj=1&bav=on.2,or.r_gc.r_pw.r_qf.&bvm=bv.41642243,d.d2k&fp=ac47ef4dd14e8540&biw=1217&bih=663 http://h20195.www2.hp.com/V2/GetPDF.aspx/4AA4-2649ENW.pdf http://h10010.www1.hp.com/wwpc/us/en/sm/WF05a/3709945-3709945-3328410-241641-3722793-5268287.html?dnr=1
  • Minimalism Decision support Concepts at the right time
  • Use of video/graphics iFixit.com
  • Coherent messaging across the silos. User interfaces, apps, commercial communications, tech docs – the lot. 2012-10-17 Copyright © Infineon Technologies AG 2012. All rights reserved.
  • Rejigging your mindset for the future of content work [ISTC13]

    1. 1. @nozurbina #tcuk13 Rejigging your mindset for the future of content work Noz Urbina, Consultant noz.urbina@mekon.com @nozurbina
    2. 2. @nozurbina #tcuk13 Noz Urbina ~ Consultant/Trainer for Mekon Ltd. – Content strategy, Technical Communications – 10 years in content and mark-up – Author – Chairperson for Congility Events (congility.com)
    3. 3. @nozurbina #tcuk13 The challenge Google Glass Samsung Smartwatch Smart TVs
    4. 4. @nozurbina #tcuk13 EyeTap Vuzix M100 Recon Jet Epson Moverio (on sale) Telepathy One
    5. 5. @nozurbina #tcuk13 Free, Social AR Smartphone App Aurasma Generated Reality
    6. 6. @nozurbina #tcuk13 Gesture control
    7. 7. @nozurbina #tcuk13 BMW Augmented Reality Generated Reality
    8. 8. @nozurbina #tcuk13 Combined solutions ~ Two engineers (one onsite, one at a desk) + ~ Augmented reality headsets + ~ High quality gesture control + ~ Large displays + ~ The cloud + ~ Extranet content + = Your best engineer anywhere
    9. 9. @nozurbina #tcuk13 Your best engineer anywhere Support Desk InteractionInteraction ContentContent SpeechSpeech VideoVideo Field Engineer
    10. 10. @nozurbina #tcuk13 THE MINDSET BARRIER What’s holding us back?
    11. 11. @nozurbina #tcuk13 Silos in the Organisation Customer Needs The customer doesn’t care about your org chart! The customer doesn’t care about your org chart!
    12. 12. @nozurbina #tcuk13 Our species once couldn’t translate 3D content to a 2D canvas Our species once couldn’t translate 3D content to a 2D canvas
    13. 13. @nozurbina #tcuk13 Don Yang, 950s Raphael, 1510
    14. 14. @nozurbina #tcuk13 Customer experience is 4D 1. Length 2. Width 3. Depth 1. “Drill down” 2. Progressive disclosure 3. Multi-asset relationships / references 4. Search/Social <-> Main content 4. Time 1. Dynamic, real-time content 2. Audience/context-specific content 1st 2nd 4th
    15. 15. @nozurbina #tcuk13 4 ProdMan or TechComm (PDF) ProdMan or TechComm (PDF) 1 Marketing (HTML)Marketing (HTML) 2 3 We Conceive Content in 2D
    16. 16. @nozurbina #tcuk13 Authored Aggregated/ Generated? Authored “I’d like an answer now please” (14: 25 Sep 26, 2013) “I’d like an answer now please” (14: 25 Sep 26, 2013) All publishing is now database publishing All publishing is now database publishing Watch my blog for more detail... Lessoworkmoreflow.blogspot.com Watch my blog for more detail... Lessoworkmoreflow.blogspot.com Customer experience is 4D
    17. 17. @nozurbina #tcuk13 Twitter is a first-D platform ~ Each tweet provides the tips of various content “pyramids” you can drill into
    18. 18. @nozurbina #tcuk13 Kindle in 4D – Task timing
    19. 19. @nozurbina #tcuk13 Kindle in 4D – Social highlights
    20. 20. @nozurbina #tcuk13 How we create meaning We compare each individual situation… … with personal past experience… … by matching… Mental models ~ Semi-consciously selected, incomplete images ~ What (we think) we understand of the world ~ How we face the world: Options? Solutions? Confidence? Kai Weber, http://bit.ly/kai_meaningKai Weber, http://bit.ly/kai_meaning
    21. 21. @nozurbina #tcuk13 The biggest barrier ~ Our mental models of content are going out of date – Our flat, 2D models of content don’t map to the 4D world of customers ~ User expectations are driven by the world they live in, not (just) what we publish to them
    22. 22. @nozurbina #tcuk13 THE ANSWER: CONTENT DESIGN Content modelling and the Android Design Principles
    23. 23. @nozurbina #tcuk13 Simplify My Life ~ Only show me what I need when I need it http://bit.ly/noz_droid http://bit.ly/noz_droidhttp://bit.ly/noz_droid
    24. 24. @nozurbina #tcuk13 11 22 Embedded help
    25. 25. @nozurbina #tcuk13
    26. 26. @nozurbina #tcuk13 Proactive assistance ~ Timed appropriately for my skills and context – UI item descriptions – Field validation guidance (number or date formats; where the user can find the data; banned characters) – Concept short descriptions – Terminology / Glossary – Wizard introductions – Lists of related help tasks ~ Many can be replace/reused to/from the traditional help/manuals.
    27. 27. @nozurbina #tcuk13
    28. 28. @nozurbina #tcuk13 Enchant Me ~ Let me make it mine / Get to know me
    29. 29. @nozurbina #tcuk13 Socially enabled across silos Comments In-line discussion Page discussion Community and Personal data Bookmark/Download Let users build and share their own deliverables, for any format Let users build and share their own deliverables, for any format
    30. 30. @nozurbina #tcuk13 Simplify My Life ~ Keep it brief http://bit.ly/noz_droidhttp://bit.ly/noz_droid
    31. 31. @nozurbina #tcuk13 Simplify My Life ~ Pictures are faster than words http://bit.ly/noz_droidhttp://bit.ly/noz_droid
    32. 32. @nozurbina #tcuk13 Ifixit.com
    33. 33. @nozurbina #tcuk13 BRINGING IT ALL TOGETHER Content strategy
    34. 34. @nozurbina #tcuk13 Content Strategy Development efficiency & significant cost avoidance Unified Framework for Content Delivery, Measurement and Improvement Brand Equity, regional markets & revenue channels Business Goals Enabling, Product data & Technical Content Persuasive, Sales & Marketing Content More than words, more than tech
    35. 35. @nozurbina #tcuk13 Final Take-Aways ~ Don't think about your year at the expense of your career ~ We are responsible for the whole customer experience ~ We have to collaborate ~ Structuring content gives it agility – You’re not making deliverables. You’re making content that might be expressed in many, many deliverables
    36. 36. @nozurbina #tcuk13 BOOK DRAW! @thecsbook thecontentstrategybook.com

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