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© 2015 Medidata Solutions, Inc. © 2015 Medidata Solutions, Inc.
The new paradigm in product documentation
Winning Knowledg...
© 2015 Medidata Solutions, Inc.
Agenda
 Background - a word about Medidata and TCS
 The challenge - time to change the p...
© 2015 Medidata Solutions, Inc.
About Medidata
Knowledge Spaces - the new paradigm in product documentation
3
Who We Are a...
© 2015 Medidata Solutions, Inc.
About Medidata
Knowledge Spaces - the new paradigm in product documentation
4
Powering Sma...
© 2015 Medidata Solutions, Inc.
About TCS
Knowledge Spaces - the new paradigm in product documentation
5
Technical Communi...
© 2015 Medidata Solutions, Inc.
TCS Mission
Knowledge Spaces - the new paradigm in product documentation
6
Empowering user...
© 2015 Medidata Solutions, Inc.
The Challenge
7
Knowledge Spaces - the new paradigm in product
documentation
Imparting Pla...
© 2015 Medidata Solutions, Inc.
Why Change?
Knowledge Spaces - the new paradigm in product documentation
8
Needed a paradi...
© 2015 Medidata Solutions, Inc.
Implied Changes
Knowledge Spaces - the new paradigm in product documentation
9
Deep change...
© 2015 Medidata Solutions, Inc.
Requirements
Knowledge Spaces - the new paradigm in product documentation
10
We needed a s...
© 2015 Medidata Solutions, Inc. 11
© 2015 Medidata Solutions, Inc.
The Platform
12
Knowledge Spaces - the new paradigm in product
documentation
Building the ...
© 2015 Medidata Solutions, Inc.
Why Confluence
Knowledge Spaces - the new paradigm in product documentation
13
Wiki-based ...
© 2015 Medidata Solutions, Inc.
Knowledge Spaces - the new paradigm in product documentation
© 2015 Medidata Solutions, Inc.
Knowledge Spaces - the new paradigm in product documentation
Confluence
Organization
© 2015 Medidata Solutions, Inc.
Implementation
16
Knowledge Spaces - the new paradigm in product
documentation
1 wiki + “E...
© 2015 Medidata Solutions, Inc.
Every Page is Page One (EPPO)
Knowledge Spaces - the new paradigm in product documentation...
© 2015 Medidata Solutions, Inc.
Example
Knowledge Spaces - the new paradigm in product documentation
18
Establishing
Conte...
© 2015 Medidata Solutions, Inc.
Example
Knowledge Spaces - the new paradigm in product documentation
19
Conform to
Type
© 2015 Medidata Solutions, Inc.
Example
Knowledge Spaces - the new paradigm in product documentation
20
Stay on one
level ...
© 2015 Medidata Solutions, Inc.
Example
Knowledge Spaces - the new paradigm in product documentation
21
Stay on one
level ...
© 2015 Medidata Solutions, Inc.
Example
Knowledge Spaces - the new paradigm in product documentation
22
Link Richly
© 2015 Medidata Solutions, Inc.
Minimalism – Less is More
Knowledge Spaces - the new paradigm in product documentation
23
...
© 2015 Medidata Solutions, Inc.
Localization
Knowledge Spaces - the new paradigm in product documentation
24
 Knowledge S...
© 2015 Medidata Solutions, Inc.
Example
Knowledge Spaces - the new paradigm in product documentation
25
Same article –
mul...
© 2015 Medidata Solutions, Inc.
Knowledge Space as Training Manual
Knowledge Spaces - the new paradigm in product document...
© 2015 Medidata Solutions, Inc.
Example
Knowledge Spaces - the new paradigm in product documentation
27
Training Manuals
© 2015 Medidata Solutions, Inc.
Plan of Attack
Knowledge Spaces - the new paradigm in product documentation
28
2 parallel ...
© 2015 Medidata Solutions, Inc.
Implementation Timeline
Knowledge Spaces - the new paradigm in product documentation
29
 ...
© 2015 Medidata Solutions, Inc.
Knowledge Spaces - the new paradigm in product documentation
30
© 2015 Medidata Solutions, Inc.
Building Quality Knowledge Spaces
Knowledge Spaces - the new paradigm in product documenta...
© 2015 Medidata Solutions, Inc.
Space Planners
Knowledge Spaces - the new paradigm in product documentation
32
© 2015 Medidata Solutions, Inc.
Knowledge Spaces
33
Knowledge Spaces - the new paradigm in product
documentation
Why they ...
© 2015 Medidata Solutions, Inc.
Advantages of Knowledge Spaces
Knowledge Spaces - the new paradigm in product documentatio...
© 2015 Medidata Solutions, Inc.
Advantages of Knowledge Spaces
Knowledge Spaces - the new paradigm in product documentatio...
© 2015 Medidata Solutions, Inc.
Customer Feedback
Knowledge Spaces - the new paradigm in product documentation
36
 “Excel...
© 2015 Medidata Solutions, Inc.
Winning Knowledge Spaces
Knowledge Spaces - the new paradigm in product documentation
37
...
© 2015 Medidata Solutions, Inc.
Knowledge Spaces - the new paradigm in product documentation
38
© 2015 Medidata Solutions, Inc.
What’s Next
39
Knowledge Spaces - the new paradigm in product
documentation
Lessons Learne...
© 2015 Medidata Solutions, Inc.
Example
Knowledge Spaces - the new paradigm in product documentation
40
Global
Glossary
© 2015 Medidata Solutions, Inc.
Lessons Learned
Knowledge Spaces - the new paradigm in product documentation
41
 Get ever...
© 2015 Medidata Solutions, Inc.
Platform Tools
Knowledge Spaces - the new paradigm in product documentation
42
 Confluenc...
© 2015 Medidata Solutions, Inc.
Discussion and Q&A
Knowledge Spaces - the new paradigm in product documentation
43
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This case study will tell the story of a company’s move to wiki authoring and delivery, based on “Every Page is Page One” principles. Combining theory with practice, you will hear about the challenge, the steps to plan and implement the solution, and lessons learned. Most importantly – you will be able to view real live examples of the implementation, and understand how key principles like Every Page is Page One and others were applied.

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Winning knowledge spaces_lavacon_2015(slideshare)

  1. 1. © 2015 Medidata Solutions, Inc. © 2015 Medidata Solutions, Inc. The new paradigm in product documentation Winning Knowledge Spaces = 1 wiki + “Every Page is Page One” Nitza Hauser @NitzaHauser #LavaCon
  2. 2. © 2015 Medidata Solutions, Inc. Agenda  Background - a word about Medidata and TCS  The challenge - time to change the paradigm  The platform  Implementation  “Every Page is Page One” and other underlying principles  Special considerations  Timeline  Summary  Feedback received  Lessons Learned & what’s next Knowledge Spaces - the new paradigm in product documentation 2
  3. 3. © 2015 Medidata Solutions, Inc. About Medidata Knowledge Spaces - the new paradigm in product documentation 3 Who We Are and What We Do
  4. 4. © 2015 Medidata Solutions, Inc. About Medidata Knowledge Spaces - the new paradigm in product documentation 4 Powering Smarter Treatments and Healthier People
  5. 5. © 2015 Medidata Solutions, Inc. About TCS Knowledge Spaces - the new paradigm in product documentation 5 Technical Communication Services (TCS) is a team of authors and engineers within Technology Operations  Authors are embedded within product teams:  Knowledge engineers support our implementation platform:
  6. 6. © 2015 Medidata Solutions, Inc. TCS Mission Knowledge Spaces - the new paradigm in product documentation 6 Empowering users to better achieve breakthroughs in life sciences by imparting clear, direct, timely, and expert product knowledge.
  7. 7. © 2015 Medidata Solutions, Inc. The Challenge 7 Knowledge Spaces - the new paradigm in product documentation Imparting Platform Knowledge to Our Users
  8. 8. © 2015 Medidata Solutions, Inc. Why Change? Knowledge Spaces - the new paradigm in product documentation 8 Needed a paradigm shift:  Represent the entire Medidata Clinical Cloud platform  Adapt to today’s user behavior patterns  Produce more then just ‘online help’  Scale to growing set of products  Reduce the time & effort needed to produce and deliver content
  9. 9. © 2015 Medidata Solutions, Inc. Implied Changes Knowledge Spaces - the new paradigm in product documentation 9 Deep changes to workflow and thought processes:  Manage all product knowledge spaces now that they all appear in one place  Apply consistent styles, agree on standards  Coordinate, develop cross-linking between spaces  Change writers’ mindset.  Move from thinking ‘TOC’ and ‘linear’ to thinking ‘random’  Move from talking about ‘this article’ and ‘using this space’ to user workflows and tasks  Learn to use labeling/tagging concepts
  10. 10. © 2015 Medidata Solutions, Inc. Requirements Knowledge Spaces - the new paradigm in product documentation 10 We needed a system that will allow us to:  Author, review and deliver our content with ease  Single source into other presentation formats  Re-use content  Support multiple languages  Use APIs to integrate with other systems  Support templates  Support tagging/labeling  Have version control  ….
  11. 11. © 2015 Medidata Solutions, Inc. 11
  12. 12. © 2015 Medidata Solutions, Inc. The Platform 12 Knowledge Spaces - the new paradigm in product documentation Building the Medidata Clinical Cloud Documentation Platform
  13. 13. © 2015 Medidata Solutions, Inc. Why Confluence Knowledge Spaces - the new paradigm in product documentation 13 Wiki-based authoring and delivery system:  Content management system  Ability to single-source  True content “re-use”  Language support (UI) and Localization  APIs for ease of integration  Integrates with JIRA, Hipchat, etc.  Ease of use for authoring and delivery  Tagging  Version control
  14. 14. © 2015 Medidata Solutions, Inc. Knowledge Spaces - the new paradigm in product documentation
  15. 15. © 2015 Medidata Solutions, Inc. Knowledge Spaces - the new paradigm in product documentation Confluence Organization
  16. 16. © 2015 Medidata Solutions, Inc. Implementation 16 Knowledge Spaces - the new paradigm in product documentation 1 wiki + “Every Page is Page One”
  17. 17. © 2015 Medidata Solutions, Inc. Every Page is Page One (EPPO) Knowledge Spaces - the new paradigm in product documentation 17  Self contained  Specific and limited purpose  Establish context  Conform to pattern or type  Stay on one level  Assume the reader is qualified  Link richly http://xmlpress.net/publications/eppo
  18. 18. © 2015 Medidata Solutions, Inc. Example Knowledge Spaces - the new paradigm in product documentation 18 Establishing Context
  19. 19. © 2015 Medidata Solutions, Inc. Example Knowledge Spaces - the new paradigm in product documentation 19 Conform to Type
  20. 20. © 2015 Medidata Solutions, Inc. Example Knowledge Spaces - the new paradigm in product documentation 20 Stay on one level - Pathfinder
  21. 21. © 2015 Medidata Solutions, Inc. Example Knowledge Spaces - the new paradigm in product documentation 21 Stay on one level - Workflow
  22. 22. © 2015 Medidata Solutions, Inc. Example Knowledge Spaces - the new paradigm in product documentation 22 Link Richly
  23. 23. © 2015 Medidata Solutions, Inc. Minimalism – Less is More Knowledge Spaces - the new paradigm in product documentation 23  Increases clarity  Eliminates unnecessary words and phrases  Reduces translation cost
  24. 24. © 2015 Medidata Solutions, Inc. Localization Knowledge Spaces - the new paradigm in product documentation 24  Knowledge Spaces are available in multiple languages  Delivery:  English & Japanese at GA  Other languages (Chinese, Korean, etc.) a little later  Self-serve PDFs are available in all locales  Context-sensitive help is also locale-sensitive
  25. 25. © 2015 Medidata Solutions, Inc. Example Knowledge Spaces - the new paradigm in product documentation 25 Same article – multiple languages
  26. 26. © 2015 Medidata Solutions, Inc. Knowledge Space as Training Manual Knowledge Spaces - the new paradigm in product documentation 26  Knowledge Space organization closely follows training flow  A library of “Show Me” videos enhances the user experience
  27. 27. © 2015 Medidata Solutions, Inc. Example Knowledge Spaces - the new paradigm in product documentation 27 Training Manuals
  28. 28. © 2015 Medidata Solutions, Inc. Plan of Attack Knowledge Spaces - the new paradigm in product documentation 28 2 parallel task forces: Knowledge Standards • Implement “Every Page is Page One” • Establish article types • Develop templates and processes • Create writing guidelines / style guide • Prepare training Technical Implementation • Adopt new platform • Implement and test authoring add-ons • Develop UX theme • Implement templates • Establish and test localization process
  29. 29. © 2015 Medidata Solutions, Inc. Implementation Timeline Knowledge Spaces - the new paradigm in product documentation 29  Investigation and early prototyping – November 2012 – January 2013  Business case and proposal – January 2013  Tool evaluation and selection – February 2013  More detailed prototyping & trial development – March – August 2013  Final approval – June 2013  Infrastructure implementation – July – September 2013  Team training on “Every Page is Page One” – October 2013  First new articles available - November 2013  Re-engineering legacy content – 2013-2016  Calibration and adjustments – on-going
  30. 30. © 2015 Medidata Solutions, Inc. Knowledge Spaces - the new paradigm in product documentation 30
  31. 31. © 2015 Medidata Solutions, Inc. Building Quality Knowledge Spaces Knowledge Spaces - the new paradigm in product documentation 31 Write Article(s) Space Planner Translate Copy-editDev. Edit SME Review Peer Review STC Quality Control AccuracyStyleEPPO Usability
  32. 32. © 2015 Medidata Solutions, Inc. Space Planners Knowledge Spaces - the new paradigm in product documentation 32
  33. 33. © 2015 Medidata Solutions, Inc. Knowledge Spaces 33 Knowledge Spaces - the new paradigm in product documentation Why they are better
  34. 34. © 2015 Medidata Solutions, Inc. Advantages of Knowledge Spaces Knowledge Spaces - the new paradigm in product documentation 34  For our users:  Improved presentation of content  Ability to interact with Medidata and each other  One-stop shop for product knowledge  Context-sensitive help  Tasks, concepts and reference material  Recommended workflows  Troubleshooting information  Self-serve PDFs
  35. 35. © 2015 Medidata Solutions, Inc. Advantages of Knowledge Spaces Knowledge Spaces - the new paradigm in product documentation 35  For TCS:  Much easier to author  Everyone can contribute (not just TCs)  Easier review cycle  Publication performed by admin  Share, link, and re-use content across entire product platform
  36. 36. © 2015 Medidata Solutions, Inc. Customer Feedback Knowledge Spaces - the new paradigm in product documentation 36  “Excellent page to know more detailed information on [product]. Given very clearly for each and every steps explained. I don't think separate manuals are needed.” (comment from user on home page of one of our knowledge spaces)  “I don't have any further feedback at this point about the Knowledge space other than everyone seems to be a fan of it. :)” (response from a Medidatian attending the 2015 Symposium user conference)  “Just had lunch w/customer from […]. Uses the [list of] products and thinks Knowledge Spaces are well written.” (from a team member attending the Symposium)  “Yesterday I sat in on an 'Academic' session at Symposium. Unsolicited, the presenter from […] commented how wonderful Confluence/Knowledge Spaces are [and] how it's made his life easier because he can simply refer people/questions to the link rather than having to research answers and respond to them all personally.” (from our VP, attending the Symposium)  “Our lead for [Medidata software] adoption claims she is not technical. However she was impressed with the ease with which she was able to navigate the pre release notes. […] She likes the content… nice work! The client can find, navigate and understand the documentation.” (feedback from Client Services)
  37. 37. © 2015 Medidata Solutions, Inc. Winning Knowledge Spaces Knowledge Spaces - the new paradigm in product documentation 37  "[The Balance knowledge space] is a high-quality product with a well-designed structure and depth of content. It exhibits some of the best features for its delivery medium, such as easy navigation, breadcrumb feature, and videos.”  “[The iMedidata knowledge space] is thorough and easy to follow. It takes the audience into account and provides customized paths for different users depending on experience and purpose of the visit. It is obvious that a team of writers created this but the writing and styles are consistent.”  “This [Rave EDC] knowledge space is engaging and generally well-designed with good navigation and good, meaningful use of color. It provides a comprehensive set of content in a useful, consistent format. Good use was made of the wiki delivery platform and all its features.”
  38. 38. © 2015 Medidata Solutions, Inc. Knowledge Spaces - the new paradigm in product documentation 38
  39. 39. © 2015 Medidata Solutions, Inc. What’s Next 39 Knowledge Spaces - the new paradigm in product documentation Lessons Learned & Upcoming Improvements
  40. 40. © 2015 Medidata Solutions, Inc. Example Knowledge Spaces - the new paradigm in product documentation 40 Global Glossary
  41. 41. © 2015 Medidata Solutions, Inc. Lessons Learned Knowledge Spaces - the new paradigm in product documentation 41  Get everyone involved  Be agile  Accept that constant change is inevitable  Roll change out incrementally  Collaborate  Constant marketing  Think big
  42. 42. © 2015 Medidata Solutions, Inc. Platform Tools Knowledge Spaces - the new paradigm in product documentation 42  Confluence [Atlassian] – development documentation platform  JIRA [Atlassian] – (agile) project tracking platform  Scroll Versions* [k15t] – space version control for releases  Scroll Translation* [k15t] – content translation (export/import or in-space)  Scroll PDF* [k15t] – full control over PDFs  Google Authenticator [AppFusion] – single sign-on (SSO) with Google  LucidChart plug-in* [LucidChart] – online chart and diagram tool  Content Formatting* [Adaptivist] – added navigational macros (e.g., workflow)  Enhanced Tables* [BobSwift] – improved presentation for tables ---- * Confluence add-on/plug-in
  43. 43. © 2015 Medidata Solutions, Inc. Discussion and Q&A Knowledge Spaces - the new paradigm in product documentation 43

This case study will tell the story of a company’s move to wiki authoring and delivery, based on “Every Page is Page One” principles. Combining theory with practice, you will hear about the challenge, the steps to plan and implement the solution, and lessons learned. Most importantly – you will be able to view real live examples of the implementation, and understand how key principles like Every Page is Page One and others were applied.

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