Future of documentation

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Trends in documentation

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Future of documentation

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

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