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Rejigging your mindset for the future of content work [ISTC13]

Rejigging your mindset for the future of content work [ISTC13]



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. ...

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.,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] Rejigging your mindset for the future of content work [ISTC13] Presentation Transcript

  • @nozurbina #tcuk13 Rejigging your mindset for the future of content work Noz Urbina, Consultant noz.urbina@mekon.com @nozurbina
  • @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)
  • @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 quality gesture control + ~ Large displays + ~ The cloud + ~ Extranet content + = Your best engineer anywhere
  • @nozurbina #tcuk13 Your best engineer anywhere Support Desk InteractionInteraction ContentContent SpeechSpeech VideoVideo Field Engineer
  • @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 doesn’t care about your org chart!
  • @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
  • @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. Multi-asset relationships / references 4. Search/Social <-> Main content 4. Time 1. Dynamic, real-time content 2. Audience/context-specific content 1st 2nd 4th
  • @nozurbina #tcuk13 4 ProdMan or TechComm (PDF) ProdMan or TechComm (PDF) 1 Marketing (HTML)Marketing (HTML) 2 3 We Conceive Content in 2D
  • @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
  • @nozurbina #tcuk13 Twitter is a first-D platform ~ Each tweet provides the tips of various content “pyramids” you can drill into
  • @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 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
  • @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
  • @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_droidhttp://bit.ly/noz_droid
  • @nozurbina #tcuk13 11 22 Embedded help
  • @nozurbina #tcuk13
  • @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.
  • @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 Bookmark/Download Let users build and share their own deliverables, for any format Let users build and share their own deliverables, for any format
  • @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 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
  • @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
  • @nozurbina #tcuk13 BOOK DRAW! @thecsbook thecontentstrategybook.com