Subject Matter Experts (SMEs) take an active role in authoring and reviewing content within organizations. New responsibilities are emerging for content collaboration with experts and professional authoring teams. These extend SME roles of reviewing and updating content – pushing the horizons for new capabilities with structured authoring, review and component content management. The benefits of incorporating SME as authors are enormous, with new points for consideration with planning, preparation and governance. What strategy, planning and support does your organization provide for SMEs? How can a technical authoring team benefit from working even closer with SMEs? From this presentation, you will learn about emerging best practices: Defining a strategy and business benefits Pointers for user experience design for SMEs Managing concurrent author and review cycles Extending CCMS capabilities and workflows Governance and best practices

1. Planning for Real-time
SME Content Collaboration
Chip Gettinger, SDL @cgettinger

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Planning
Strategy
Collaboration
Best Practices
Future

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YOUR STRATEGY
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Role of content with our customers
Sales Enablement &
After-Sales Support
Intelligent interaction with
customers via dynamically
generated contextual
content
Product
Information
Enable faster go to
market and localized
content for maximum
impact
Intelligent Collaboration
between Organizations
Impacting enterprises with
knowledge hubs for inter-
organization personalized
collaboration

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Empowering
Subject Matter
Experts
Enable easy
structured authoring,
reviewing and
commenting
Rich Content Hub
Collaboration in real time
with global experts.

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SMEs authors are
impacting your
content strategy

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Technology
democratization needs
to reach SMEs for
authoring
Distributed
Centralize

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SMEs:
Critical knowledge source
• Expertise focus
• Work mostly in wikis or
documents
• Some tech improvements
– Frequently disconnected
– Laborious and tedious
processes
• Blurring roles
• How to best engage?

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“
”
Involving SMEs early in content
development provides a dramatic
improvement on bottom line
quality and accuracy with shorter
product delivery timelines.

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PLANNING

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Today collaboration can be disconnected

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Collaboration Challenges
• Working with groups with different goals
• Accommodating range of content owners
• Gaining acceptance on new tools
• Working within agile development
• Usability and adoption

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Planning for success with SME collaboration
Provide clear UX
with structured
authoring
templates
Centralize
content
authoring,
reviewing and
feedback
Governance and
communications
are key
Constrain your
content model
and authoring
application
Engage SMEs in
planning your
content lifecycle,
especially with
agile
Extend CCMS
capabilities and
workflows
2020

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Benefits of collaborating with SMEs
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Concurrent,
online authoring
and review with
Authors and
SMEs
Comments
status feedback
accepted,
declined, or
completed
Synchronized
conversations
with context and
a rich audit trail
Reporting that
filters and tracks
feedback and
status

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COLLABORATION
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Benefits of working closer with Subject Experts
Community comments
Authors no longer need to integrate
comments into the source document, or
copy paste from emails or PDFs.
Focused review interface
Focuses reviews on accuracy and can even
focus on topics vs. entire documents.
Streamline collaboration
Eliminate manual, error-prone reviews and stop being
the middle person when reviewers disagree. Empower
SMEs to contribute feedback for cross-departmental
sharing
Advanced version management
Creation, management, review, edit, and delivery
steps within a unified workflow process.
Real time structured authoring
SMEs can add or modify content and metadata in with
changes immediately available to all in the community
Centralized content management
Single-sourcing of content to reduce cost of content
development (30%) and cost of localization (30%-50%)

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SDL
Tridion
Docs
Subject Matter
Reviewers
Professional
Authors &
Power Users
Subject
Matter
Authors
Online collaboration is key
SMEs author, review and comment
on content in real time
Professionals curate
quality, processes
and governance
Impacts on content, review and commenting
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Adopt real-time structured authoring and reviewing
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BEST PRACTICES

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Working with SMEs for Authoring
• Meet them where they are—literally and
figuratively
• Get to know your SMEs and issues that
matter to them
• Conduct formal interviews
• Identify superstars and supporters
• Give less confident a gentle nudge
• Measure and reward

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Give your organization the
ability to constrain to your
needs (fulfilling the
structured content vision).
What does it take to build this experience?
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1
Which aspects are relevant
and usable for SMEs?
Reviewers, authors, and SMEs
need to know what was
changed, when, why, and by
whom
Starting points for authors &
reviewers; ability to jump to
the relevant sections and see
in context.
Scalable review requires
decoupling comments from
content; mapping connections
takes careful work.
Configurability Metadata Access points & navigation Comment positioning

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FUTURE
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Suggested reuse based on AI

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Automate taxonomies with AI
• AI works best when
empowering and scaling
human processes!
• Scale up taxonomy creation
• Make it much easier for
authors to tag content
• Help connect users with the
content they're looking for
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Summary
Engage in real
time colloboration
Plan, adapt and
incorporate SMEs
Evolve and adapt
your processes
from what you
learn

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Chip Gettinger
cgettinger@sdl.com
sdl.com

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