Every Page is Page One with SuiteShare
Joe Gelb, Suite Solutions
Mark Baker, Analecta Communications Inc.
March 18, 2014
Introducing Suite Solutions
Joe Gelb
• Founder and President of Suite Solutions
Suite Solutions
Our Vision: Enable you to ...
Analecta Communications Inc.
 Content Creation
 Every Page is Page One information design
 Content Engineering
 Bottom...
The book
 Every Page is Page
One: Topic-based
Writing for
Technical
Communication
and the Web
 XML Press
 http://xmlpre...
Readers skip around
 “Learners … often skip over crucial
material if it does not address their
current task-oriented conc...
Goal directed reading
 “Many sequencing problems reside
not in the material alone but in the
learner’s use of it. When pe...
Radical Then; Mainstream Now
 The concept of creating unsequenced
material was “radical” in 1990
 Today, it is the defau...
Why “Every Page is Page One?”
 Readers arrive at content
 Via a search
 Via a recommendation in a social
network
 Via ...
Even when not on the Web
 People search the Web
 When watching TV or movies
 When reading books
 When reading billboar...
John Carroll anticipated this
 “Escaping these problems and
providing for material to be sensibly
read in any order, nece...
But …
 Not every page
works well as
page one
Content Creation, Content
Engineering, Content Strategy
11
Jump into the middle
 The page is in
the middle of
something
 Reader has to
back up to find
start of the
thread
 It may...
On the Web but Not of the Web
 Putting a PDF or a tri-pane help
system on your Website does not
create Web-like content.
...
Information Foraging
Content Creation, Content
Engineering, Content Strategy
14
Photo: Amanda Lea, Wikimedia Commons
Information foraging
 “Information foraging predicts that the
easier it is to find good patches, the
quicker users will l...
Information snacking
 The growth of always-on broadband
connections also encourages this trend toward
shorter visits. Wit...
Information scent
 The key concept in information
foraging is information scent
 Does content smell of the information
I...
Information architecture
 Traditional architecture organized top
down
 Information scent is in the
organization, not in ...
Tree of Knowledge
19
Rise of Frankenbooks
20
Limits of Top Down
Organization
 Scope
 Scale
 Variety
 Complexity
 Unevenness
 “Everything is Miscellaneous”
21
Where top-down works
 When readers want a curriculum
 Intuitive classifications
 Natural hierarchies
 Canonical hierar...
Where top-down fails
 When readers are goal-directed
 Unfamiliar classifications
 Unnatural hierarchies
 Irregular rel...
Goal-directed readers follow
information scent
 Readers make their individual goal-
driven journey through a Web of
infor...
The architecture in the content
25
Each Page is Hub of Local
Subject Space
26
Not just about links
 Bottom-up architecture is not just
about links
 The nodes of a network have to work
reliably for t...
Characteristics of EPPO topics
 Self-contained
 Specific and limited purpose
 Establish context
 Conform to type
 Ass...
Contextual Relevance
What they need, when they need it.
Provide quick access to information that enables our readers to ac...
Contextual Relevance
What they need, when they need it.
Goals and Use Case Scenarios
• What are they trying to accomplish?...
Illustration: Field Service
I’m a service engineer
I need to:
• Install a new 8300S Flow Meter via Profibus protocol
• Con...
Approaches to categorizing content
Metadata
• audience
• category
• keywords
• product info
• versions
• product name, bra...
Taxonomy and Classification
Taxonomy (subject scheme)
• Defines sets of controlled values for classifying content
(subject...
Automated Classification
Ingenia
Taxonomy in bottom-up
architecture
 Taxonomy is not just for top-down
classification
 Taxonomy terms and classes occur
t...
Taking the Leap to a New Paradigm
Dynamic Enterprise Content
• Variety of content: documentation, videos, how-to articles,...
Let’s see it in action…
Demonstration using SuiteShare Dynamic Publishing
Hmmm, this looks interesting…
For additional information, contact:
Joe Gelb
solutions@suite-sol.com
U.S. Office EMEA Offic...
Questions?
 Contact information
 Mark Baker
 Analecta Communications Inc.
 mbaker@analecta.com
 Twitter: @mbakeranale...
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Every Page is Page One with SuiteShare

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Presenters: Mark Baker, Principal Consultant, Analecta Communications and Joe Gelb, President, Suite Solutions
Abstract:
The Internet has changed how your customers view and use content. If your content is not easy to find and immediately helpful, readers will move on almost at once. Every page must be Page One when it comes to delivering the right content at the right time. For technical communicators, this environment presents a unique challenge: How do you cover a large and complex product using only topics, and how do you enable your readers to find and navigate topic-based content effectively?

Mark Baker, Principal Consultant for Analecta Communications, will introduce his approach to planning, creating, managing, and organizing topic-based documentation that your customer can use: “Every Page is Page One.” Joe Gelb, President of Suite Solutions, will then illustrate how this approach can be implemented using SuiteShare, a social knowledge base for optimized content delivery.

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Transcript of "Every Page is Page One with SuiteShare"

  1. 1. Every Page is Page One with SuiteShare Joe Gelb, Suite Solutions Mark Baker, Analecta Communications Inc. March 18, 2014
  2. 2. Introducing Suite Solutions Joe Gelb • Founder and President of Suite Solutions Suite Solutions Our Vision: Enable you to engage your customers by providing quick access to relevant information • Help companies get it right the first time • XML-based Authoring/Publishing Solutions • Enterprise Intelligent Dynamic Content: SuiteShare Social KB • Consulting, System Integration • Cross-Industry Expertise • High Tech, Aerospace & Defense, Discrete Manufacturing • Healthcare, Government • Blue Chip Customer Base
  3. 3. Analecta Communications Inc.  Content Creation  Every Page is Page One information design  Content Engineering  Bottom-up information architecture  Content system development and scripting  Content Strategy  Content strategy for tech comm  Bottom-up content creation and governance strategies Content Creation, Content Engineering, Content Strategy 3
  4. 4. The book  Every Page is Page One: Topic-based Writing for Technical Communication and the Web  XML Press  http://xmlpress.net/p ublications/eppo Content Creation, Content Engineering, Content Strategy 4
  5. 5. Readers skip around  “Learners … often skip over crucial material if it does not address their current task-oriented concern or skip around among several manuals, composing their own ersatz instructional procedure on the fly.” John Carroll, The Nurnberg Funnel, 1990 Content Creation, Content Engineering, Content Strategy 5
  6. 6. Goal directed reading  “Many sequencing problems reside not in the material alone but in the learner’s use of it. When people refer to instruction opportunistically in support of their own goal-directed activities, it becomes difficult or impossible to predict what sequencing will be appropriate…” John Carroll, The Nurnberg Funnel, 1990 Content Creation, Content Engineering, Content Strategy 6
  7. 7. Radical Then; Mainstream Now  The concept of creating unsequenced material was “radical” in 1990  Today, it is the default  The Web is not sequenced  Every Page is Page One Content Creation, Content Engineering, Content Strategy 7
  8. 8. Why “Every Page is Page One?”  Readers arrive at content  Via a search  Via a recommendation in a social network  Via a link from another page  There is no continuity from where they were before.  Every link leads to a new page one Content Creation, Content Engineering, Content Strategy 8
  9. 9. Even when not on the Web  People search the Web  When watching TV or movies  When reading books  When reading billboards  When reading menus  There is nothing holding the reader to your content anymore Content Creation, Content Engineering, Content Strategy 9
  10. 10. John Carroll anticipated this  “Escaping these problems and providing for material to be sensibly read in any order, necessitates a different approach to organizing instruction. It requires a high degree of modularity, a structure of small self-contained units.” Content Creation, Content Engineering, Content Strategy 10
  11. 11. But …  Not every page works well as page one Content Creation, Content Engineering, Content Strategy 11
  12. 12. Jump into the middle  The page is in the middle of something  Reader has to back up to find start of the thread  It may be a “topic,” but it assumes sequence Content Creation, Content Engineering, Content Strategy 12
  13. 13. On the Web but Not of the Web  Putting a PDF or a tri-pane help system on your Website does not create Web-like content.  Native Web content does not look like this.  Native Web content is not sequential  Readers don’t stick to one site. They hop around the whole Web Content Creation, Content Engineering, Content Strategy 13
  14. 14. Information Foraging Content Creation, Content Engineering, Content Strategy 14 Photo: Amanda Lea, Wikimedia Commons
  15. 15. Information foraging  “Information foraging predicts that the easier it is to find good patches, the quicker users will leave a patch. Thus, the better search engines get at highlighting quality sites, the less time users will spend on any one site.” Content Creation, Content Engineering, Content Strategy 15 Jakob Nielsen’s Alertbox: June 30, 2003 Information Foraging: Why Google Makes People Leave Your Site Faster
  16. 16. Information snacking  The growth of always-on broadband connections also encourages this trend toward shorter visits. With dial-up, connecting to the Internet is somewhat difficult, and users mainly do it in big time chunks. In contrast, always-on connections encourage information snacking , where users go online briefly, looking for quick answers. Content Creation, Content Engineering, Content Strategy 16 Jakob Nielsen’s Alertbox: June 30, 2003 Information Foraging: Why Google Makes People Leave Your Site Faster
  17. 17. Information scent  The key concept in information foraging is information scent  Does content smell of the information I need?  Content that does not smell right is not read  Readers will quickly depart following a new information scent Content Creation, Content Engineering, Content Strategy 17
  18. 18. Information architecture  Traditional architecture organized top down  Information scent is in the organization, not in the content  Individual pages often have poor information scent Content Creation, Content Engineering, Content Strategy 18
  19. 19. Tree of Knowledge 19
  20. 20. Rise of Frankenbooks 20
  21. 21. Limits of Top Down Organization  Scope  Scale  Variety  Complexity  Unevenness  “Everything is Miscellaneous” 21
  22. 22. Where top-down works  When readers want a curriculum  Intuitive classifications  Natural hierarchies  Canonical hierarchies (for those who know them) 22
  23. 23. Where top-down fails  When readers are goal-directed  Unfamiliar classifications  Unnatural hierarchies  Irregular relationships  Just too much stuff
  24. 24. Goal-directed readers follow information scent  Readers make their individual goal- driven journey through a Web of information  Our content is one resource they may visit on that journey  They enter our content at the bottom  If they stay in our content, they navigate it bottom-up Content Creation, Content Engineering, Content Strategy 24
  25. 25. The architecture in the content 25
  26. 26. Each Page is Hub of Local Subject Space 26
  27. 27. Not just about links  Bottom-up architecture is not just about links  The nodes of a network have to work reliably for the network to be reliable  The nodes have to be correctly connected for the network to be reliable  Need to be Every Page is Page One 27
  28. 28. Characteristics of EPPO topics  Self-contained  Specific and limited purpose  Establish context  Conform to type  Assume the reader is qualified  Stay on one level  Link richly along lines of subject affinity 28
  29. 29. Contextual Relevance What they need, when they need it. Provide quick access to information that enables our readers to achieve their immediate goal Targeting your audience • Who is the reader? Profile, persona • End-users • Partners • Service technicians • Technical support staff • Marketing and sales people • Prospective customers • Security profile • Proficiency level • Geographical location Service Engineers Customers Partners Sales Tech Support
  30. 30. Contextual Relevance What they need, when they need it. Goals and Use Case Scenarios • What are they trying to accomplish? • Get trained • Install, Configure, Commission • Use, Administer • Maintain, Adjust, Troubleshoot • Upgrade • Make a purchasing decision • What equipment are they operating? • Version? Configuration? Protocol? Interface? • What device are they viewing the information on? • Will they have network access? • Are there safety considerations?
  31. 31. Illustration: Field Service I’m a service engineer I need to: • Install a new 8300S Flow Meter via Profibus protocol • Connect to the Device Manager using a hand-held Field Communicator • The plant has no internet access. Let me: • Pull together updated information • Download to my tablet before I go onsite. While onsite, I figured out how to solve a tricky problem. I took some pictures with my smart phone and a short video to illustrate the problem and solution. When I get online, let me: • Write up a how-to article • Upload the video so my colleagues can learn from my experience.
  32. 32. Approaches to categorizing content Metadata • audience • category • keywords • product info • versions • product name, brand, component, feature, platform, series Taxonomy and classification • Build knowledge model of your domain • Apply it to your content
  33. 33. Taxonomy and Classification Taxonomy (subject scheme) • Defines sets of controlled values for classifying content (subjects or facets) • Organized in hierarchies • Defines relationships between subjects • Can be modular, so business units can develop, maintain and utilize parts of the taxonomy that are relevant to them • Evolves to adapt to new situations and contexts Classification • Categorizes the content using the subjects defined in the taxonomy • Classification is maintained separately from the content • SMEs and content developers can classify the content • Does not require you to “own” or change the content
  34. 34. Automated Classification Ingenia
  35. 35. Taxonomy in bottom-up architecture  Taxonomy is not just for top-down classification  Taxonomy terms and classes occur throughout content  Locate topic at the intersection of multiple categories  Bottom-up linking architecture is based on taxonomy terms and categories occurring in the text Content Creation, Content Engineering, Content Strategy 35
  36. 36. Taking the Leap to a New Paradigm Dynamic Enterprise Content • Variety of content: documentation, videos, how-to articles, safety information, data sheets, marketing material • Context filtering: quick, goal-oriented access to contextually relevant content • Personalized docs: allow readers to assemble content on demand and render to PDF for print and ePub for offline mobile access • Audience Participation: allow your audience to add new content, comment on existing content, express approval, and easily share knowledge with others • Modern User Experience: smooth transition between mobile and desktop • Activity often starts on mobile, moves to desktop, returns to mobile • Internet connection not always available
  37. 37. Let’s see it in action… Demonstration using SuiteShare Dynamic Publishing
  38. 38. Hmmm, this looks interesting… For additional information, contact: Joe Gelb solutions@suite-sol.com U.S. Office EMEA Office (609) 360-0650 +972-2-993-8054 www.suite-sol.com
  39. 39. Questions?  Contact information  Mark Baker  Analecta Communications Inc.  mbaker@analecta.com  Twitter: @mbakeranalecta  Company: http://analecta.com  Phone: 1 613 422 9400  Blog: http://everypageispageone.com  Book: http://xmlpress.net/publications/eppo/ Content Creation, Content Engineering, Content Strategy 39

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