Future of documentation

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Trends in documentation

Trends in documentation

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  • 1. The Future of Documentation
    Changing how we do business, how we relate to management and customers, and how we change our work practices
    © Intentional Design Inc.
    www.intentionaldesign.ca
    Presented to STC Wisconsin
    April 2011
  • 2. My background
  • 3. Look into the future
    …I have found that the only thing one can be sure of is changing oneself.
    — Aldous Huxley
    Become a student of change. It is the only thing that will remain constant.
    — Anthony J. D’Angelo
  • 4. Information Process Maturity Model
    From http://www.infomanagementcenter.com/pdfs/Hackos_IPMM_04_update.pdf
  • 5. Content Presentation Maturity Model
  • 6. Trend
    STRUCTURE
  • 7. Cross-silo re-use
  • 8. Content as extension of UX
    h30413.www3.hp.com/SupportServices/country/us/en/support/T1100.html.htm
  • 9. Real Value of Content
    STRATEGY vs LOGISTICS
    Strengthen brand
    Extend market reach
    Decrease time to market
    Increase customer satisfaction
    Cross-silo content
    Enable re-use
    Allow for mash-ups
    Increase accuracy
    Increase efficiencies
  • 10. Trend
    INTEROPERABILITY
  • 11. Portable content
  • 12. Creating value
  • 13. Portable content
    INTEGRATE, CONVERGE, SYNDICATE
    Standards
    Structure
    Content models
    Use cases
    Delivery channels
    Content management
  • 14. Trend
    MULTIPLE DELIVERY CHANNELS
  • 15.
  • 16. MOBILE, IPAD, EREADERS AND …
    Cross-silo content
    Enable re-use
    Allow for mash-ups
    Increase accuracy
    Increase efficiencies
    Standards
    Structure
    Content models
    Use cases
    Delivery channels
    Content management
    Deliver as per customer
    expectation
  • 17. Trend
    SOCIAL
  • 18. Social
  • 19. “Don’t document it – just fix it.”
    Orange Peel Media
  • 20. The outsourced knowledge base
  • 21. Minimalist documentation for ...
    Twitter
  • 22. Crowdsourcing of knowledge
  • 23. Formal documentation for …
    OLD-SCHOOL DOCUMENTATION:
    System is complex
    First-to-market features
    No transferable concepts
    Regulated industries
    Embedded assistance
    Training
    Wayfinding content
    Guiding user to add-ons and supplies
    Enriching the experience of using a product or service
  • 24. Trend
    CONTENT STRATEGY
  • 25. Strategic content is everyone’s issue
    “Nothing can deter confidence quicker than a broken experience.”
    - Christopher Cashdollar, Creative Director, Happy Cog Studios
    In a hyper-networked , social world, broken experiences can damage brands faster than ever.
    - Rahel Anne Bailie, Content Strategist, Intentional Design
  • 26. Strategic content leverages business drivers
    Product differentiation
    Customer price sensitivity
    Cost impact
    Customer profitability
    Capital intensity
    ROI: Market attractiveness
    Number of customers
    Number of suppliers
    Switchability
    Level of service
    Current profitability
    Spare industry capacity
    Entry barriers
    Relative perceived value
    Relative service
    Product performance
    IRR: Competitive advantage
    Relative market share
    Relative costs
    Overhead
    Variable cost
  • 27. Content Lifecycle
  • 28. The rightful role of content
    UX is the treasure hunt.
    Content is the prize.
    Universal user goal
    Consume content (text, graphics, video, sound) for instruction, information, social connection, and/or entertainment
    Universal provider goal
    Deliver the content in the best possible way for consumer consumption
  • 29. Connecting
    http://www.google.com/profiles/rahel.bailie
    THANK YOU
    Photographs used under Creative Commons: http://www.flickr.com/photos/fdecomite/