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Gaining value from global content using a ccms

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Presentation delivered at the LavaCon 2012 conference in Portland, OR. Brent Murphy of Hewlett-Packard will share their experience regarding the value proposition of implementing and utilizing a CMS ...

Presentation delivered at the LavaCon 2012 conference in Portland, OR. Brent Murphy of Hewlett-Packard will share their experience regarding the value proposition of implementing and utilizing a CMS to manage technical documentation for a global audience. Starting in 2001, HP and Vasont Systems began a journey to implement a component content management solution within HP that would meet their global technical documentation requirements while adding value back to the company. Brent will explore the value propositions that were put forth when the project began and share what value propositions have been realized over the past ten years. In addition, he will also examine and share those value propositions that exist today and how companies who utilize a CMS can benefit from these opportunities. For more information, visit www.vasont.com.

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Gaining value from global content using a ccms Gaining value from global content using a ccms Presentation Transcript

  • Gaining Value FromGlobal Content Using ACCMSSuzanne Mescan / Brent MurphyOctober 7th, 2012© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Presenters Suzanne Mescan, Vasont Systems Been with the company a long, long, long time Biography – Brent Murphy Brent Murphy, is a Business Manager at the Hewlett‐Packard  Company (HP) with over 16 years of experience in content  management related fields. For the past 8 years, he has been  responsible for Hewlett‐Packard’s horizontal component content  management strategy and solution implementation. Brent has  successfully led multiple Hewlett‐Packard businesses through the  adoption and implementation of component content  management resulting in a cohesive solution and strategy within  the company. Over Brent’s 20‐year career at Hewlett‐Packard, he  has focused on taking manually intensive technical writing  processes and converting them into automated processes  through technology. He resides in Boise, Idaho with his family. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Introduction • We will share our experience regarding the value proposition of implementing and utilizing a CCMS to manage technical documentation for a global audience. • We will explore the value propositions that were put forth when the project began and share what value propositions have been realized over the past ten years. • In addition, they will also examine and share those value propositions that exist today and how companies who utilize a CCMS can benefit from these opportunities.© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Overview© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Hewlett-Packard Company Give an overview of HP: What does HP do? How many employees does your organization have? Corporate statement with definition of HP How are your groups organized? How many clients do you serve? # of Global Employees # of Products Introduced within a year Countries where business is done # of people associated with technical documentation Organizational structure of the tech doc teams© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • The Problem© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • The Problem • What were the challenges your organization faced that led to the decision to purchase a content management system? (please provide quantifiable data if possible, i.e., amount of content, number of staff members) • Inefficiencies in workflow? • Inefficiencies in managing content? • Multilingual issues? • Multichannel publishing issues? • Staffing issues? • Cost issues causing measurable losses or negative impact to the company’s bottom line? • Other? • How did these challenges affect your: • Customers? • Authors? • Internal users? • Other stakeholders? • Budget? • What were the risks involved? • What decisions had to be made?© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • BUSINESS GOALS– Cost Savings And Impact • English development, localization, production/publication– Process Efficiencies • Increase number of deliverables while maintaining budget and resources • Increase the number of localized languages while maintaining budget and resources • Cycle time savings – increased time-to-market • Process and content leverage efficiencies downstream– Improvements In Customer Satisfaction • Total Customer Experience (TCE)8 © Copyright 2010 Hewlett-Packard Development Company, L.P.
  • The Solution© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • BUSINESS STRATEGIESStrategy: Utilize best in class component content management as an HP competitive advantage– A Content Management Solution Which: • Optimizes content reuse • Meets the business output deliverable requirements • Meets the business localization requirements • Optimizes content leverage to partner organizations • Is available to all organizations • Can grow to meet anticipated future business needs10 © Copyright 2010 Hewlett-Packard Development Company, L.P.
  • The Solution How did you identify what specific content technologies were appropriate? Which vendors did you select and what were the overriding considerations? What were the product features and architecture that made you choose Vasont? What was the value proposition of using a CMS for global authoring and publishing? How did you justify the funding and other necessary resources? How long did your selection process take? What was your strategy for solving your problems?© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • What is Component Content Management?Applications include any product that needs frequentupdating, repurposing, or re-publishing:  Technical documentation  Scientific & technical materials  Parts catalogs  Dictionaries & encyclopedias  User’s manuals  Reference material  Knowledge centers & user  Corporate manuals assistance web sites  Marketing materials  E-learning & training programs  Directories  Testing materials  Standards manuals© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • What is Component ContentManagement? concepts tasks & procedures references multi- mediaContent is:• Consolidated into one repository user training parts• Stored in logical “building blocks” guide course catalog• Stored as a single source• Marked up in a standard structure (XML)• Reused, “mixed and matched” to build many different publications• Published to many different media channels• Published in many different languages© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • What is Component Content Management?Content is searchable, sharable, and reusable acrossdepartments and divisions Tech Comm Content Marketing Type Content Type Engineering Content Type Legal Content Type manuals brochures tutorials product website specs catalogs packaging illustrations data sheets sensitive content ads© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • What is Component Content Management? Manages more than just contentEngineering Develop product Test product Create specs Processes are also managed and automatedMarketing Create Edit Approve Publish brochure brochure brochure brochureTech Comm Write Edit SME Approve Publish manual manual review manual manualLegal Review Approve warnings warningsTranslations Translate manual © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • What is Component Content Management? Manages more than just content Projects are easily tracked and managedProject Completed AProject On Schedule BProject Late CProject Estimated to Run Late D © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • What is Component Content Management? Manages more than just content Collaboration is promoted across products and projects Email Notify Engineering Tech Comm Legal Marketing Review Review Email SMEs Translations (Vendors) (Outside reviewers)© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Managing Global ContentHow a CCMS saves on translation costsNo CMS in use: Product 1.0 Product 1.1 Product 2.0• Manuals are copied Topics User Guide User Guide User Guide to create new Section 1 New No change No change manuals Section 2 New No change No change Section 3 New Modified Modifed Section 4 New No change Modified© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Managing Global ContentHow a CCMS saves on translation costsNo CMS in use: Product 1.0 Product 1.1 Product 2.0• Each user guide is Topics User Guide User Guide User Guide translated in full New No change No change Section 1 400 words 400 words 400 words New No change No change Section 2 400 words 400 words 400 words New Modified Modified Section 3 400 words 400 words 400 words New No change Modified Section 4 400 words 400 words 400 words Totals 1600 words 1600 words 1600 words = 4800 words© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Managing Global ContentHow a CCMS saves on translation costsTopic reuse using aCCMS: Topics Product 1.0 User Guide Product 1.1 User Guide Product 2.0 User Guide• Topics are reused New Reused Reused Section 1 rather than copied 400 words 0 words 0 words New Reused Reused• Unique topics are Section 2 400 words 0 words 0 words 50% topic only translated once Section 3 New Modified Reused v1.1 reuse 400 words 400 words 0 words• Higher topic reuse = New Reused Modified Section 4 higher savings in 400 words 0 words 400 words translation costs Totals 1600 words 400 words 400 words = 2400 words© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Managing Global ContentHow a CCMS saves on translation costsComponent reuse using Product 1.0 Product 1.1 Product 2.0a CCMS: Topics User Guide User Guide User Guide• Reduces the Section 1 New Reused Reused 400 words 0 words 0 words translation word New Reused Reused count even further Section 2 400 words 0 words 0 words 95% component• Higher component Section 3 New 400 words Modified 120 words Reused 0 words reuse reuse = higher New Reused Modified Section 4 savings in translation 400 words 0 words 120 words costs Totals 1600 words 120 words 120 words = 1840 words© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Managing Global ContentHow a CCMS reduces translation cycles• Smaller packages to translate means less time spent at the translation company• Automation of the translation process AUTOMATED PROCESS Translations Changed Packages are Translations Content is Translations are loaded and content is sent to are sent to approved are performed linked to base packaged translators CMS for reuse• Using a CCMS, the average reduction in translation cycles is 80%© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • What are the benefits of XML?XML separates content from output form, so the samecontent can be applied to different outputs such as PDFs,HTML, help files, and more!23 HP Restricted
  • What is XML?eXtensible Markup Language: • Is a markup language that places identification and structure on content. • Consists of intermingled character data and markup. • Is similar to HTML, except that XML tags and structure do not conform to a universal standard. They can be defined according to the needs of the organization.24 HP Restricted
  • Examples of XML Raw XML (Color used to better see content vs. tagging) XML in Arbortext Editor (note that you can “see” the graphic)25 HP Restricted
  • COMPLEXITY LANGUAGE (49 languages currently supported) EN FR DE CH JA HE On-line Help User Guide Accessories & Networking Guide Reference Guide Service Manual Getting Started Guide Software Technical Reference Single Topic Documents26 © Copyright 2010 Hewlett-Packard Development Company, L.P.
  • How Cheetah Works 4 Localization Suppliers 1 Author • Content flagged for localization and CHM returned to repository • Edit or assemble content from; or • Localized content “twinned” with write new content to the repository English in repository • Writers use XML authoring tool • Translation Memories enable • Content structure defined by XML additional leverage DTD Translate • Enables 60%-90% reuse Format HTML Extract XML XML Content Repository 2 Store & Manage 3 Publish PDF (transformation & formatting) • Component content organized in a custom • Automated conversion of content into navigation structure different deliverable types • Provides version control • Eliminates 50%-90% manual desktop • English and localized content stored publishing costs • Multiple collections • XSLT Stylesheets determine deliverables (User Guide, Ref Guide, Online Help etc.) © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Scope • HP Technical Publication teams specializing in different types of products • Aggregates independent technical publication teams who simultaneously produce learning products deliverables for different product lines • Pan HP solution for building learning products • Global footprint (individual usage within 24 different countries)28 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • HISTORY May 2008 Vasont 11 October 2003 Version Launch August 2001 IPG Consumer LaunchCheetah Program August 2011 Kickoff September 2002 November 2007 R5 First Deliverable HP IT Data Center Next Generation Produced In Cheetah Migration Launch IPG Commercial September 2005 August 2008 October 2006 IPG Exstream March 2002 PSG Launch Expanded Outputs Launch Application Vendor e.g. Vista, HP One Selection Complete Voice2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 October 2009 April 2007 Vasont 12 Indigo Digital Press Version Launch August 2002 Launch System Officially In September 2004 Production Single Source Next Generation Launch March 2009 HP Enterprise Services Healthcare Launch 29 © Copyright 2010 Hewlett-Packard Development Company, L.P.
  • MULTI-ORGANIZATIONAL CONTENTDEVELOPMENT HP Internal Development Outsourced English Development Supplier HP Workstations HP LaserJet HP OfficeJet HP ACG & others HP Cheetah Content Digital Press Repository HP Outsourced Localization Supplier Notebooks HP Business PCs HP ACG Others Multiple PLs & others30 © Copyright 2010 Hewlett-Packard Development Company, L.P.
  • Implementation Of Vasont© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Vasont Implementation • Explain how you implemented Vasont in your organization. • How many people are using Vasont within your organization? • What departments (if applicable) within your organization are using Vasont? • How long did the implementation process take? • Have you used Vasont to publish content in multiple media formats, including print, mobile, and Web? • What types of content (i.e. technical documentation, etc.) is Vasont helping you to manage? How often do you publish this content (i.e. monthly, weekly, quarterly, yearly, sporadically)? How many publications? • How many languages do you publish in? How does this affect the costs/savings? • How did Vasont change your work methods? (explain your "before" and "after" methods) • What have you accomplished using Vasont that you were not able to accomplish before? • How long has your organization been using Vasont?© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Vasont Implementation Suz – talk about tracking at the component level, especially for translations - Modularization (kernels) using a custom DTD - Batch processing© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Results© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Results • How did you define your criteria for success? • What was the project timeline from problem identification to implementation to results? • What organizational changes did you make to implement this successful process? • How did Vasont address each of the problems/challenges listed above? • What are the benefits your organization gained by using Vasont? • Cost savings? (please provide savings in dollars or percentage if possible) • Workflow or productivity efficiencies for the employees? • Faster product-to-market? • Content repurposing? • Security of content? • Increase in content integrity? • Ability for remote users to access and edit/update content? • Faster distribution to multiple languages/countries? • Other? • In what time frame did you achieve a ROI for Vasont? How long did it take for your organization to achieve a 100% payback on the system? • Describe other strategic and cost benefits to your business. • How does the solution better help you to deliver on your strategic business goals? • What do you recommend as best practices? • What were the most valuable lessons learned? What are the value propositions for using a CMS that exist today, and how are they different from 10 years ago? What are the benefits of those value propositions for an organization?© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Cheetah Content Services Licensed Users Content In Cheetah Change Requests Cost Savings / Process Efficiencies 1000 140,000,000 600 • Shared vendor resources 120,000,000 500 800 • Desktop publishing 100,000,000 400 • Translation and localization 600 80,000,000 300 • Reduced writing resources 400 60,000,000 • Reduced business operations 200 40,000,000 resources 200 100 20,000,000 • Consolidated software licenses 0 0 0 • Consolidated IT infrastructure 05 06 07 08 09 10 11 12 13 14 05 06 07 08 09 10 11 12 05 06 07 08 09 10 11 12 13 14 • Shared content across businesses36 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. • Content reuse: technical documentation, training, support, legal 85% t t
  • 37 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • PROJECT SAVINGS– Pre/Post Cost Comparison • Development of one 220 page User Guide • Green = CCM Impact ($110,000 savings per product manual with 15 additional languages added) Color MFP Printer User Guide Color MFP Printer User Guide Without CCM - 2002 With CCM - 2009 Development: User Guide $120K Development: User Guide $55K (70% + content reuse) Localization: Localization: 20 languages @ $15K ea., 35 languages @ $3.5K ea., TMs used TMs used post CCM Translation ………………$228K Translation ………………$110K Project Mgt………………$027K Project Mgt………………$010K Desktop Publishing…...…$045K Desktop Publishing……...$000K $300K $120K38 © Copyright 2010 Hewlett-Packard Development Company, L.P. --------------------- --------------------- Total $420K Total $175K
  • Screen optimized Pdf – PDF output optimized for viewing online. Has a smaller file size (lower resolution), a navigational “bookmarks” pane, and and active hyperlinks (Table of Contents, cross-references, urls, etc). Used by many groups for posting PDF guides on hp.com.39 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Job Aid– Job Aids are PDFs with special formatting and design, so that OEMs can access and print Job Aids from their Help system environment, as part of their HP product installation.– Used by the Retail Publishing Solutions (RPS) organization40 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • CHM– CHM is a compiled HTML Help file that can be used on Microsoft operating systems.41 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Web Help– Web Help is an HTML-based Help output that is platform and browser independent.42 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • XHTML – XHTML is an XHTML-based Help output that allows businesses to customize the look, feel, and functionality through a modifiable stylesheet and JavaScript file.43 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Topic level publication control Single HP authoring, content Master project functionality management, and publication (multi-deliverable sets, topic sets, environment supporting files) Enhanced single sourcing Next Online collaborative review Generation Graphics / multimedia Automated integration management with ETMA & Concentra Warranty and Legal content management 44 © Copyright 2010 Hewlett-Packard Development Company, L.P.
  • RESULTS– Productivity Gains • Increased the number of Technical Documentation deliverables on reduced budgets and resources – IPG, PSG & ES businesses could not have achieved this without Cheetah • Saved 4-6 weeks of cycle time used by the lab for product development • Cheetah manages 104.1 million unique components of which 86% are reused– Cost Savings -- $54M+ To Date (FY02 – FY11) • 40% cost savings per business upon implementation • Automated formatting & conversion eliminates manual desktop publishing • Content reuse (English & Localization)– Improved Quality • Starting content development later means more time for product designs to solidify, fewer changes, higher quality45 © Copyright 2010 Hewlett-Packard Development Company, L.P. • Reuse has improved the consistency of English and Localized content as it is utilized
  • DEVELOPMENT PERSPECTIVE– System, information and application architecture modeling– XML / XSL domain experience and expert in rendition and output composition StarTeam source code– Agile application development XSLT development environment and customization in XSLT, Java, Java development environment ACL, JavaScript, C#, VB.NET, Python, SAXON, DOM, SAX APIs– Source code, software version, artifact, development and build46 © Copyright 2010 Hewlett-Packard Development Company, L.P. management
  • BUSINESS PROCESS PERSPECTIVE– CCM business process analysis and support, including– Content development, kernel management, localization hand-off, production Content development process processes Artifact submittal process Advanced documentation– CCM Business production contingency services– User / advanced47 documentation and © Copyright 2010 Hewlett-Packard Development Company, L.P. comprehensive training
  • CONTENT STRUCTURE– Proprietary and patented content structure specifically designed to meet HP Technical Documentation requirements– Optimized for content development, content reuse, localization and in-box deliverable production– Extensible model to accommodate new content48 and deliverable business © Copyright 2010 Hewlett-Packard Development Company, L.P.