Dynamic Product Documentation


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Presented at DocTrain East 2007 Conference by Chip Gettinger, Astoria Software -- Learn how organizations are successfully adopting the DITA information standard and a content management system to make their technical publications processes more efficient. Astoria Software will present customer case studies that illustrate the benefits of dynamic publishing to create better product documents in less time, with less effort, and at lower costs.

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Dynamic Product Documentation

  1. 1. Astoria Software, Inc. Dynamic Product Documentation Presentation and Demonstration for DocTrain EAST October 18, 2007 Bill Kirk, Sr. Business Consultant Gary Belonzi, Regional Manager- East
  2. 2. “ Advancing Your Career” How Astoria On-Demand can help enable you to ‘advance your career’ through success with your enterprise content management project. This is our pitch  <ul><li>Best Practices in Preparing for a CMS Project, i.e. ‘Help Us, Help You…’ </li></ul><ul><li>Getting the RESULTS You Expect- An Example </li></ul><ul><li>Astoria On-Demand and DITA- Enabler to Your Success </li></ul><ul><ul><li>Demonstration </li></ul></ul><ul><ul><li>Q & A </li></ul></ul>
  3. 3. “ Advancing Your Career” <ul><li>The BEST way to advance your career in documentation and training are: </li></ul><ul><li>Tell your boss she needs to be a ‘DITA head’ </li></ul><ul><li>Always keep your Resume in xml </li></ul><ul><li>Attend one of these conferences every week </li></ul><ul><li>Request a translation vendor for Pig Latin </li></ul><ul><li>Get positive RESULTS for your department and your company </li></ul>Correct Response: E) Get positive RESULTS for your department and your company!
  4. 4. What Results are we talking about? <ul><li>Documentation is ready when product is ready </li></ul><ul><ul><li>Result: Improve time to market </li></ul></ul><ul><li>Content is consistent and accurate across different channels </li></ul><ul><ul><li>Result: I mprove customer satisfaction and reduce support costs </li></ul></ul><ul><li>Process for creating-editing-reviewing-managing-publishing content is measurably more efficient </li></ul><ul><ul><li>Result: I mprove productivity and resource optimization/cost reduction </li></ul></ul>These results roll up to revenue improvement and cost savings for you company! This is the difference between being a ‘cost center’ and a ‘corporate asset.’ “ Advancing Your Career”
  5. 5. <ul><li>Understand the Corporate Goals and Directions of your company </li></ul><ul><li>Understand how YOU and YOUR TEAM impact the Corporate Goals </li></ul><ul><li>Understand and define the ‘current state’ of your documentation processes and tools </li></ul><ul><li>Define the problems and challenges with the ‘current state’ and why they impede getting to the corporate goals </li></ul><ul><li>Define project objectives and ‘future state’ to remedy the problems/challenges </li></ul><ul><li>Describe the ‘benefits’ you expect to receive from the success of this project </li></ul><ul><li>Determine the approach you will take in developing a solution and executing on the project </li></ul>Starting Point- Best Practices “ Advancing Your Career”
  6. 6. “ Advancing Your Career” Anatomy of A Successful CMS Project…
  7. 7. Common Business Mega-Challenge: The Three Vs Volume Volume New Product/Service Lines Strict Regulatory Environment Expanding Life Cycle Velocity Velocity Reduced Time To Market Improved Operational Efficiency Competitive Challenges Variability Variability Increased Channels Globalization Local Language Support Product/Service Customization Mergers and Acquisitions
  8. 8. <ul><li>Vision- A single source of XYZ Company information available in reusable form for consistent, accurate and timely publication to multiple output channels. </li></ul><ul><li>Goals- reduce time to market, improve productivity, create consistent branding </li></ul><ul><li>Objectives- implement common tools and processes for content re-use, lower translation costs, streamline review and collaboration </li></ul><ul><li>Benefits- improved revenue streams, reduced costs, measurable productivity gains, optimize resources, enterprise wide content ‘synchronization’ </li></ul><ul><li>Approach- engage cross-functional teams , define a measurable pilot, timeline, and set of requirements that contribute to goals, objectives, expected benefits </li></ul>“ Advancing Your Career” Road Map to Success
  9. 9. Current State Desktop Publishing Process Authors = Review Update Convert, Clean up, Update, Format Convert, Clean up, Update, Format Review Update Convert, Clean up, Update, Format Review Update Convert, Clean up, Update, Format Review Update Print/PDF Print Design Convert, Clean up, Update, Format Review Update Web Design Web/HTML Convert, Clean up, Update, Format Review Update CD-ROM Design CD-ROM Costly Unhappy Customers Prone to Errors Slow Out-of-date Information
  10. 10. Global Enterprise Publishing Process Multiple Document Types User Manuals Training Materials Product Labels Promotional Materials Engineering Specs Regulatory Submissions Authors & Subject Matter Experts = Designers Astoria On-Demand Repository (DITA) Print/PDF Web/HTML Handhelds Wireless Devices CD-ROM Multiple Outputs Automated Assembly and Publishing Server Lower Cost Automatic, On Demand Greater Accuracy Up-to-date Information Happy Customers Translation Memory
  11. 11. Astoria VALUE and RESULTS for Our Customers Actual Results from Selected Astoria Users $400K/year savings on $500K print budget 80% reduction in printed pages Multi Channel outputs $350K/year savings on $6.75MM customer call center budget 5% offload of customer service calls to Web self- service $400M additional profit on $10B in sales @ 40% contribution margin .01% additional sales through new digital initiatives: repurposing and content customization $125K savings on $500K department print budget 25% savings to other groups who reuse and repurpose single source content $1MM/year savings on $10MM engineering staff budget (~100 engineers) 60% reduction (from 15% to 5% of engineer’s overall workload) in review/edit obligations from online review, workflow $2MM/year savings from $2.5MM translation budget 80% reduction in translation budget Translation $800K/year savings for 20 author group + $1MM incremental revenue for $100MM sales 60% savings in resources; faster time to market Reuse $700,000/year $2.5MM savings on $250MM post-sales engineer budget Return realized by customer 30% reduction in unneeded customer service calls; risk reduction 1% improvement in Mean Time to Repair from better documentation Benefit Compliance Collaboration Category
  12. 12. Getting Results with Dynamic Publishing <ul><li>Enabling Technologies : </li></ul><ul><li>DITA </li></ul><ul><li>Astoria Dynamic Publishing System (CMS) </li></ul><ul><li>SaaS </li></ul>“ Advancing Your Career”
  13. 13. Why DITA and Astoria? Robust support for a standard information model <ul><li>Open Standard and Growing DITA Community </li></ul><ul><ul><li>XML DTD and architecture designed for technical information </li></ul></ul><ul><ul><li>Origins at IBM, now widely deployed by many companies </li></ul></ul><ul><ul><li>OASIS ( www.oasis-open.org ) maintains standard </li></ul></ul><ul><li>Natural Match with Astoria SmartElements </li></ul><ul><ul><li>Designed for authoring modular, topic-based technical information </li></ul></ul><ul><ul><li>Self-contained topics combined with other topics </li></ul></ul><ul><ul><li>Separate work-in-progress from approved topics </li></ul></ul><ul><ul><li>Astoria Where and What Used support (reference integrity) </li></ul></ul><ul><ul><li>Supports Astoria single-sourcing objectives and reuse </li></ul></ul><ul><ul><li>Fine grain management of translation process </li></ul></ul><ul><li>Inheritance Principles </li></ul><ul><ul><li>Designed with information types that can be specialized </li></ul></ul><ul><ul><li>Reduce cost of adding specializations to common architecture </li></ul></ul><ul><ul><li>Mix and match topics with product configurations </li></ul></ul>
  14. 14. Why DITA and Astoria? (cont.) <ul><li>“ Quick start” to XML </li></ul><ul><ul><li>Dramatically reduce XML implementation time and effort </li></ul></ul><ul><ul><li>Fast business case justification for adoption </li></ul></ul><ul><ul><li>Reuse that scales across content types, contexts and outputs </li></ul></ul><ul><li>Collaborate with multiple groups (workflow) </li></ul><ul><ul><li>Review, annotate, update, approve, publish </li></ul></ul><ul><ul><li>Manage publication project and context </li></ul></ul><ul><ul><li>Publish to multiple media and multiple output formats </li></ul></ul><ul><li>Single Source Publishing </li></ul><ul><ul><li>Information rendered to multiple output formats in virtually any language </li></ul></ul><ul><ul><li>Conditional processing based on product, audience or other metadata </li></ul></ul><ul><li>Information Exchange with Suppliers </li></ul><ul><ul><li>Content created in any other DITA-compliant architecture </li></ul></ul><ul><ul><li>Astoria Content Integrator automates information updates from external suppliers </li></ul></ul>
  15. 15. Astoria On- Demand A Complete Solution for Dynamic DITA Publishing Demonstration
  16. 16. Astoria Software, Inc. Dynamic Product Documentation Presentation and Demonstration for DocTrain EAST October 18, 2007 Bill Kirk, Sr. Business Consultant Gary Belonzi, Regional Manager- East