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Prepared by © 2008 Lasselle-Ramsay
Presented by
Prepared for © 2009 Lasselle-Ramsay
How to Get Started with a
Cross Functi...
Welcome!
• Today’s event is being recorded – link available in
follow-up email
• Use Q&A panel to submit questions for Q&A...
Our Presenters
Joan Lasselle
President
Jana Humphreys
Director of Operations
Tom Voltz
Technology Manager
www.LR.com
Lasselle-Ramsay Industry Expertise
26 years supporting global 2000 clients
with their content infrastructure
Where Are You?
What We Heard
• 73% had opportunities for reuse
• 44% said information is being developed that is not
being used
• 54% sai...
Poll – Where are you?
 Our content management initiative is driven more by
technology than business strategy.
 My compan...
Today’s Presentation
• Part One - Business case (Joan Lasselle)
• Part Two - Case study (Jana Humphreys)
• Part Three - Be...
Building the Business Case
• Defining the what
• Determining the ROI
• Map the strategy
• Define and communicate the roadm...
Defining the What
• What are the results you are trying to achieve?
– Link to highest-level business objectives
– Identify...
Determining the ROI
• Steps in building the ROI
– Build a worksheet to collect
data
– Develop operational
scenarios
– Dete...
Map The Strategy
• Start with the organizational growth
• Look at process and technology
• Determine what the customer wil...
Define and Communicate
Create an Action Plan
Q1 Q2 Q3 Q4
Customer • Audience analysis
and profile
• Task analysis
• Use cases
• Personas
• Prepar...
Structured Content – A Business
Strategy, Not A Technology
• Found opportunities for
optimization
– Customers
– Content
– ...
Medical Device Manufacturer
The Challenge
• Customer - Critical content not getting to right users
• Content Assessment - ...
Case Study – Customer Analysis
External Customer Personas
Case Study – Customer Analysis
Internal Customer Personas
Case Study – Conducted Task Analysis
Task
— User Tasks —
Understand workflow • • • • • • •
Prepare the system • •
Login • ...
Operator
Case Study:
Developed User Scenarios
Vicki
Content Assessment
Case Study – Completed Content Audit
• Inventoried publications and learning components for
existing products
• Analyzed p...
Case Study – Mapped Content to
Customer Lifecycle
Case Study – Found Opportunities to
Reuse
Case Study – Found Opportunities to
Reduce
Case Study – Mapped Content to
Customer Lifecycle
Deliverables
Quick guide •
User reference • • • • •
DFU submission •
Onl...
Case Study – Reuse Example
Case Study – Developed Content Model
• Identified content functions (background, procedure,
troubleshooting)
• Identified ...
Case Study Content Assessment
Deliverable – Content Matrix
Content Element Function User Manual Setup Guide Service Manual...
Case Study – Implemented Technology
• Put legacy content under version control
• Converted legacy content
• Created DITA m...
Case Study - Content Development
Process
• Built what was needed when it was needed
• Prepared style guide
• Prototyped ou...
Case Study – Workflow Example
Case Study – Educated the Team
Case Study Results – Published to
Multiple Outputs & Languages
Quick Reference Materials
Localized Content Users Guide
Case Study Results
• Customized content to meet diverse audience needs
• Reuse of content across multiple deliverables
• R...
Poll – Technology
 Our company is in a structured CMS (XML) environment.
 We produce content in multiple outputs (PDF, H...
Best Practices – Business Case
• Business strategy before technology
• Key stakeholders believe in it
• Share the Roadmap
...
Best Practices – Modeling the Customer
• Build a explicit lifecycle model
• Invest in developing robust personas
• Don’t a...
Opportunities for Content Optimization
• Reduce
• Reuse
• Innovate
Define Technology for Optimization
• CMS requirements
• XML structures (DITA, DTD, specialization)
• Templates for authors...
Optimize Content Development Process
• Cross-functional leadership
• Style guides
• Ownership (more granular)
• Workflow c...
Essential Steps for Team Optimization
• Change management
• Shared content challenges
• Focused hands-on training
Best Practices – Outsource One Time
Spikes
Develop Internal Expertise
• Stylesheet maintenance
and development
• Build top...
Where Are You?
Beyond the Book and the Class - Using
DITA for Training & Support
Cart Features
© 2005 Boston Scientific or its affiliates...
Questions and Next Steps
www.lr.com
Joan.Lasselle@lr.com
Jana.Humphreys@lr.com
Tom.Voltz@lr.com
www.justsystems.com
sales@...
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How to Get Started with a Cross Functional Approach to Content Management - The Complete Project Lifecycle

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This presentation will allow you to discover the powerful ways that DITA/XML can deliver content to multiple outputs.

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How to Get Started with a Cross Functional Approach to Content Management - The Complete Project Lifecycle

  1. 1. Prepared by © 2008 Lasselle-Ramsay Presented by Prepared for © 2009 Lasselle-Ramsay How to Get Started with a Cross Functional Approach to Content Management – The Complete Project Lifecycle Presenters from Lasselle-Ramsay Joan Lasselle, Tom Voltz, and Jana Humphreys
  2. 2. Welcome! • Today’s event is being recorded – link available in follow-up email • Use Q&A panel to submit questions for Q&A session • Full screen view available for slides • Polling panel
  3. 3. Our Presenters Joan Lasselle President Jana Humphreys Director of Operations Tom Voltz Technology Manager www.LR.com
  4. 4. Lasselle-Ramsay Industry Expertise 26 years supporting global 2000 clients with their content infrastructure
  5. 5. Where Are You?
  6. 6. What We Heard • 73% had opportunities for reuse • 44% said information is being developed that is not being used • 54% said customers have a fragmented experience of your company • 49% said they had difficulty keeping content up to date
  7. 7. Poll – Where are you?  Our content management initiative is driven more by technology than business strategy.  My company does not work cross functionally to develop content.  Our company does not distribute metrics on how much the content is being used (e.g., most used, never used).  My company does not have a defined customer lifecycle that all content developers share. Which of the following statements apply to your company? Check all that apply.
  8. 8. Today’s Presentation • Part One - Business case (Joan Lasselle) • Part Two - Case study (Jana Humphreys) • Part Three - Best practices (Tom Voltz)
  9. 9. Building the Business Case • Defining the what • Determining the ROI • Map the strategy • Define and communicate the roadmap • Create an action plan
  10. 10. Defining the What • What are the results you are trying to achieve? – Link to highest-level business objectives – Identify problems to solve – Find opportunities for innovation – Look cross-functionally beyond traditional tech docs • Is structured content part of the answer?
  11. 11. Determining the ROI • Steps in building the ROI – Build a worksheet to collect data – Develop operational scenarios – Determine cost factors – Create the financial model • Why use an ROI model? – Shorten decision time – Establish success criteria – Understand payback – Defend decisions
  12. 12. Map The Strategy • Start with the organizational growth • Look at process and technology • Determine what the customer will experience • Determine financial goals: revenue growth, cost cutting
  13. 13. Define and Communicate
  14. 14. Create an Action Plan Q1 Q2 Q3 Q4 Customer • Audience analysis and profile • Task analysis • Use cases • Personas • Prepare user scenarios • Identify customer sat measures and process Content • Audit Current/Potential Content • Map content to customer lifecycle • Develop content model • Validate content model Technology • Requirements gathering • Vendor evaluation and selection Process • Map current process • Map future process • Project plan for pilot Team • Identify resources • Evaluate skill sets • Develop communication and training strategy • Complete prerequisite training Objective Complete detailed personas Measure Validated use cases for each persona Target 2nd Quarter Initiative Customer
  15. 15. Structured Content – A Business Strategy, Not A Technology • Found opportunities for optimization – Customers – Content – Technology – Process – Team
  16. 16. Medical Device Manufacturer The Challenge • Customer - Critical content not getting to right users • Content Assessment - 600 page User Guide and other documentation in MS Word • Content Development Process – Redundant content developed by multiple departments – Translation in 14 languages, redundant translation – Redundant content was translated each time • Technology – Formatting text for each language was costly – Version control was essential for FDA requirements
  17. 17. Case Study – Customer Analysis External Customer Personas
  18. 18. Case Study – Customer Analysis Internal Customer Personas
  19. 19. Case Study – Conducted Task Analysis Task — User Tasks — Understand workflow • • • • • • • Prepare the system • • Login • • Perform a session for a new case • • Create case information • • Edit or delete a usage profile • • Start & stop recording for a manual run • • Start & stop automatic pullback • • Review run • • Create or delete a bookmark • • Edit a bookmark • • Clinicians Operators SystemAdmin Bio-medTech FieldService Trainer Support Sellers Approvers
  20. 20. Operator Case Study: Developed User Scenarios Vicki
  21. 21. Content Assessment
  22. 22. Case Study – Completed Content Audit • Inventoried publications and learning components for existing products • Analyzed product requirements and engineering information for future product
  23. 23. Case Study – Mapped Content to Customer Lifecycle
  24. 24. Case Study – Found Opportunities to Reuse
  25. 25. Case Study – Found Opportunities to Reduce
  26. 26. Case Study – Mapped Content to Customer Lifecycle Deliverables Quick guide • User reference • • • • • DFU submission • Online help system • • • Interactive tutorials & simulations • • • • • • Intravascular ultrasound image guide • • • Training guide for sales • Training guide for trainers (and champions) • Installation guide • • • System admin guide • Support and resources Web site • • • • • • Service manual for customers • Field service manual • Field service Web site • • • Clinicians Operators SystemAdmin Bio-medTech FieldService Trainers, Champions Support Approvers Sellers
  27. 27. Case Study – Reuse Example
  28. 28. Case Study – Developed Content Model • Identified content functions (background, procedure, troubleshooting) • Identified content rules for each publication • Identified content elements (specific topics and procedures and troubleshooting tips) • Validated content elements
  29. 29. Case Study Content Assessment Deliverable – Content Matrix Content Element Function User Manual Setup Guide Service Manual 01. USING THE DEVICE Section 01A. Workflow Subject General Workflow Statement Include Alternate paths to workflow Statement Include 01B. System Setup Subject Component descriptions Statement Include Include Include To connect the motor Action Include Include Include To connect the accessory Action Include Include Include To connect the controller Action Include Include Include To turn on the system Action Include Include Include Caution: Power up sequence Alert Include Include Include Warning: Accessory usage Alert Include Include 01C. Starting a Case Subject To log in Action Include Include To enter case data Action Include Include
  30. 30. Case Study – Implemented Technology • Put legacy content under version control • Converted legacy content • Created DITA maps for each deliverable • Developed DITA content elements using XMetaL • Used XML content management repository • Customized XSL transformation process
  31. 31. Case Study - Content Development Process • Built what was needed when it was needed • Prepared style guide • Prototyped output • Defined ownership – Cross-functional development – More granular • Established review processes • Planned for localization
  32. 32. Case Study – Workflow Example
  33. 33. Case Study – Educated the Team
  34. 34. Case Study Results – Published to Multiple Outputs & Languages Quick Reference Materials Localized Content Users Guide
  35. 35. Case Study Results • Customized content to meet diverse audience needs • Reuse of content across multiple deliverables • Reuse of content through product development lifecycle • Version control – Check in/out for all content elements • Changes mapped to software change request tool, comments included in XML
  36. 36. Poll – Technology  Our company is in a structured CMS (XML) environment.  We produce content in multiple outputs (PDF, HTML.)  We produce content in multiple languages.  Our company does not track the use of our content. Which of the following statements apply to your company? Check all that apply
  37. 37. Best Practices – Business Case • Business strategy before technology • Key stakeholders believe in it • Share the Roadmap • ROI is highest when the benefits of span multiple functional areas
  38. 38. Best Practices – Modeling the Customer • Build a explicit lifecycle model • Invest in developing robust personas • Don’t assume you know your customers
  39. 39. Opportunities for Content Optimization • Reduce • Reuse • Innovate
  40. 40. Define Technology for Optimization • CMS requirements • XML structures (DITA, DTD, specialization) • Templates for authors • Output technology • Authoring environment
  41. 41. Optimize Content Development Process • Cross-functional leadership • Style guides • Ownership (more granular) • Workflow changes • Prototype output • Localization plan
  42. 42. Essential Steps for Team Optimization • Change management • Shared content challenges • Focused hands-on training
  43. 43. Best Practices – Outsource One Time Spikes Develop Internal Expertise • Stylesheet maintenance and development • Build topic-based structured writing skills • Develop internal DITA “gurus” • Define Customer Lifecycle(s) Use External Expertise • Personas • Content Audit / IA analysis • Initial stylesheet customization • Legacy content conversion • CMS implementation and customization
  44. 44. Where Are You?
  45. 45. Beyond the Book and the Class - Using DITA for Training & Support Cart Features © 2005 Boston Scientific or its affiliates. All rights reserved. 12 Tuesday, February 10, 2009
  46. 46. Questions and Next Steps www.lr.com Joan.Lasselle@lr.com Jana.Humphreys@lr.com Tom.Voltz@lr.com www.justsystems.com sales@justsystems.com 1-866-793-1542

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