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The Measure of
Success: Key
Metrics for
Monitoring
Content Quality Brian.Buehling@daksys.com
Session
Agenda
1. Introduction
1. Current State of Content Monitoring
1. Content Quality Defined
1. Key Metrics for Content Quality
1. Visualization Techniques
Dakota Offices - Chicago, IL USA
● Founded in 1999 to support the growing
need for technical publication integration
services
● Headquartered in Chicago, USA serving
customers in North America, Europe, Middle
East and Asia
● Partnered with technical communication
software providers
● Added information architecture training
services in 2004
● Added production support and hosting in
2010
● Introduced Dakota Content Platform in 2012
daksys.com
Hundreds of Enterprise Implementations
37% International Implementations
Current State: Evolution of CMS Metrics
Metrics:
Available with Web
analytics
Tracks access to
technical
documentation
Relies on user
feedback
No insight into
effectiveness
Usage Metrics
Metrics:
Available with CMS
technology
Led to over
complicated
workflows
Modelled after
product lifecycle
management
No insight into
usage
Process Metrics Content Metrics
Metrics:
Available with XML
database technology
Tracks access to
component level
metrics
Builds models for
effectiveness
Metrics:
Focus on resources
Basic metrics on
what is bought
No insight into
utilization
System Metrics
Current State: Evolution of CMS Metrics
Metrics:
Focus on resources
Basic metrics on what
is bought
No insight into
utilization
System Metrics
● DITA Publishing
System
● Single Source
Publishing
● Multi Channel
Publishing
● XML Publishing
● Structured Writing
● XML Authoring
● Enterprise CMS
Many Names, One Concept
“A system that enforces structured writing
guidelines using XML, so that information can be
reused across different formats and document
outputs.”
CCMS Technical Architecture
Content Metrics: System
View
• Number of Technical Writers
• Number of Reviewers
• Number of Users
• Number of Publications
• Number of Distribution Channels
• Ratio of Technical Writers /
Publication
Content Metrics: System View
Content Metrics: System View
Metrics:
Available with CMS
technology
Led to over
complicated
workflows
Modelled after
product lifecycle
management
No insight into usage
Metrics:
Focus on resources
Basic metrics on what
is bought
No insight into
utilization
Current State: Evolution of CMS Metrics
System Metrics Process Metrics
Content Metrics: Process View
20
Content Metrics: Process View
• Average Publishing Cycle
Time
• % Time Spent in Each State
• % Time Spent on Each
Document
• % Documents Behind
Schedule
Metrics:
Available with Web
analytics
Tracks access to
technical
documentation
Relies on user
feedback
No insight into
effectiveness
Usage Metrics
Metrics:
Available with CMS
technology
Led to over
complicated
workflows
Modelled after
product lifecycle
management
No insight into usage
Process Metrics
Metrics:
Focus on resources
Basic metrics on what
is bought
No insight into
utilization
System Metrics
Current State: Evolution of CMS Metrics
Content Metrics:
Usage View
• Usage Feedback /
Comments
• Number of Document
Accesses
• % Time Spent on Each
Document
• Indirect Determination of
Content Metrics: Usage View
Metrics:
Available with Web
analytics
Tracks access to
technical
documentation
Relies on user
feedback
No insight into
effectiveness
Usage Metrics
Metrics:
Available with CMS
technology
Led to over
complicated
workflows
Modelled after
product lifecycle
management
No insight into usage
Process Metrics Content Metrics
Metrics:
Available with XML
database technology
Tracks access to
component level
metrics
Builds models for
effectiveness
Metrics:
Focus on resources
Basic metrics on what
is bought
No insight into
utilization
System Metrics
Current State: Evolution of CMS Metrics
The Relationships Built Between
Engineers and Customers Ignite Award-
Winning Content
Content Metrics:
Productivity
Who is my most productive writer?
● System View - # of documents?
● Process View – least time spent in
editing tasks?
● Usage View – most hits? Highest
ratings?
● Content View – weighted percentage of
content
Content
References
Repurposing
Content Metrics: Content
Reuse
● Reduces content creation
costs
● Reduces content
maintenance costs
● Reduces content
translation costs
● Increases content
accuracy
Profiled
Documents
Dynamic Assembly
Content Metrics: Content
Usage
● More relevant info to customers
● Easier creation of new products
● Fresher, real-time information
● Information on demand
Content Metrics: Quality
Definition
• Sections – Average depth, length, # of
graphics
• Titles – Average # of words, distinct values
• Warnings – Frequency of distinct phrases
• Tables – Ratio of Tables to Graphics
• Graphics - % of graphics w/o titles
• Emphasis - % of Emphasis greater than 3
words
• Lists - % lists greater than 7 or less than 3
Content Metrics: Content
Templates
Content Metrics: Content Templates
Content Metrics: XQuery
//note[b]
Content Metrics: Normal Data
Content Metrics: Visualization
The Measure of
Success: Key
Metrics for
Monitoring
Content Quality Brian.Buehling@daksys.com

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The Measure of Success: Key Metrics for Monitoring Content Quality with Brian Buehling

  • 1. The Measure of Success: Key Metrics for Monitoring Content Quality Brian.Buehling@daksys.com
  • 2. Session Agenda 1. Introduction 1. Current State of Content Monitoring 1. Content Quality Defined 1. Key Metrics for Content Quality 1. Visualization Techniques
  • 3.
  • 4.
  • 5. Dakota Offices - Chicago, IL USA
  • 6. ● Founded in 1999 to support the growing need for technical publication integration services ● Headquartered in Chicago, USA serving customers in North America, Europe, Middle East and Asia ● Partnered with technical communication software providers ● Added information architecture training services in 2004 ● Added production support and hosting in 2010 ● Introduced Dakota Content Platform in 2012 daksys.com
  • 7. Hundreds of Enterprise Implementations
  • 9.
  • 10. Current State: Evolution of CMS Metrics Metrics: Available with Web analytics Tracks access to technical documentation Relies on user feedback No insight into effectiveness Usage Metrics Metrics: Available with CMS technology Led to over complicated workflows Modelled after product lifecycle management No insight into usage Process Metrics Content Metrics Metrics: Available with XML database technology Tracks access to component level metrics Builds models for effectiveness Metrics: Focus on resources Basic metrics on what is bought No insight into utilization System Metrics
  • 11. Current State: Evolution of CMS Metrics Metrics: Focus on resources Basic metrics on what is bought No insight into utilization System Metrics
  • 12. ● DITA Publishing System ● Single Source Publishing ● Multi Channel Publishing ● XML Publishing ● Structured Writing ● XML Authoring ● Enterprise CMS Many Names, One Concept
  • 13. “A system that enforces structured writing guidelines using XML, so that information can be reused across different formats and document outputs.”
  • 15. Content Metrics: System View • Number of Technical Writers • Number of Reviewers • Number of Users • Number of Publications • Number of Distribution Channels • Ratio of Technical Writers / Publication
  • 18. Metrics: Available with CMS technology Led to over complicated workflows Modelled after product lifecycle management No insight into usage Metrics: Focus on resources Basic metrics on what is bought No insight into utilization Current State: Evolution of CMS Metrics System Metrics Process Metrics
  • 20. 20 Content Metrics: Process View • Average Publishing Cycle Time • % Time Spent in Each State • % Time Spent on Each Document • % Documents Behind Schedule
  • 21. Metrics: Available with Web analytics Tracks access to technical documentation Relies on user feedback No insight into effectiveness Usage Metrics Metrics: Available with CMS technology Led to over complicated workflows Modelled after product lifecycle management No insight into usage Process Metrics Metrics: Focus on resources Basic metrics on what is bought No insight into utilization System Metrics Current State: Evolution of CMS Metrics
  • 22. Content Metrics: Usage View • Usage Feedback / Comments • Number of Document Accesses • % Time Spent on Each Document • Indirect Determination of
  • 24. Metrics: Available with Web analytics Tracks access to technical documentation Relies on user feedback No insight into effectiveness Usage Metrics Metrics: Available with CMS technology Led to over complicated workflows Modelled after product lifecycle management No insight into usage Process Metrics Content Metrics Metrics: Available with XML database technology Tracks access to component level metrics Builds models for effectiveness Metrics: Focus on resources Basic metrics on what is bought No insight into utilization System Metrics Current State: Evolution of CMS Metrics
  • 25. The Relationships Built Between Engineers and Customers Ignite Award- Winning Content
  • 26. Content Metrics: Productivity Who is my most productive writer? ● System View - # of documents? ● Process View – least time spent in editing tasks? ● Usage View – most hits? Highest ratings? ● Content View – weighted percentage of content
  • 27. Content References Repurposing Content Metrics: Content Reuse ● Reduces content creation costs ● Reduces content maintenance costs ● Reduces content translation costs ● Increases content accuracy
  • 28. Profiled Documents Dynamic Assembly Content Metrics: Content Usage ● More relevant info to customers ● Easier creation of new products ● Fresher, real-time information ● Information on demand
  • 29. Content Metrics: Quality Definition • Sections – Average depth, length, # of graphics • Titles – Average # of words, distinct values • Warnings – Frequency of distinct phrases • Tables – Ratio of Tables to Graphics • Graphics - % of graphics w/o titles • Emphasis - % of Emphasis greater than 3 words • Lists - % lists greater than 7 or less than 3
  • 35.
  • 36. The Measure of Success: Key Metrics for Monitoring Content Quality Brian.Buehling@daksys.com

Editor's Notes

  1. 27
  2. 28