How Illumina Created a Successful Program to Improve Content Quality


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Hear how Illumina:
• Created a plan to improve their content
• Built a business case that convinced their executive team of the value
• Followed best practices to ensure a successful implementation
• Saw a strong and early return on investment

Let Illumina, Acrolinx, and Content Rules show you how to create a successful program to improve content quality.

Published in: Technology, Business
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How Illumina Created a Successful Program to Improve Content Quality

  1. 1. STUCK IN REVERSE? How Illumina Put their Content Quality Program in Drive, and Accelerated Success!
  2. 2. Your Presenters Kathleen Pierce Director, Content Operations Almost twenty years building business functions and improving processes for high tech, telecom, and life sciences companies. Elizabeth McCroskey Senior Instructional Designer Fifteen years designing and developing e-learning for software, biotech, and the military. Cinnamon Tillotson Staff Technical Writer With over 20 years of experience in technical communication, Cinnamon understands the value of quality and consistent standards in documentation.
  3. 3. After the Conference
  4. 4. Don’t Go With Your First Impulse No relation to corporate goals Featuring Acrolinx shows bias Doesn’t show capex, opex, or ROI If you talk like a tech writer, you will not get corporate funding.
  5. 5. Think Like an Executive Increase Revenue Cut Costs • Help enter regulated markets • Save money on localization • Accelerate time to market • Protect brand equity • Improve success of M&As Make your move when Acrolinx promotes corporate goals.
  6. 6. Line Up Your Sponsors and Stakeholders Who Pays? Get their commitment •— • Tech Writers • Trainers • Mktg Writers • Mfg Writers • Emp Comm Evaluators Who has Influence? Get their support • Can’t Say Yes but Can Say No • Quality/Regulatory • Brand • Finance • IT Users • Yes/No • VP Marketing • VP Cust. Support • VP Regulatory • Veto Power • Cross-Functional Governance Committee Sponsor Approvers Who Benefits? Get their backing and enthusiasm Who Decides? Get their approval
  7. 7. Use the Process Concept Feasibility Plan Implement Sustain Ask IT for guidance and templates Interview a good R&D project manager Ask Finance for advice Using the formal process gives you access to resources.
  8. 8. Nail the Concept Stage Concept Feasibility Plan Implement Sustain Goal: Get funding from your sponsor • Demonstrate business need • Compare alternative solutions • Show that you have reached Key action: Present business case to cross-functional committee for approval out to stakeholders • Provide initial vendor evaluation and cost estimates Your initial business case should be broad but not deep.
  9. 9. Prepare a Master Slide Deck • • • • Vision Gaps Option Matrix Vendor comparison • • • • • TCO Capex Graphical, persuasive, big picture Opex ROI Time to break-even At-a-glance comprehension Inspirational Quantitative One slide comparing all options Customize your presentation to your audience.
  10. 10. Revised Pitch All financial numbers are fictitious Focus on what matters to your sponsors.
  11. 11. Show Capex and Opex All financial numbers are fictitious Monthly SW Cost = $50K ($1,800K/36) Monthly Maintenance = $18K ($220K/12) Money is the language of business. Speak it.
  12. 12. Show Return on Investment All financial numbers are fictitious Show how quickly the software pays for itself.
  13. 13. Set Up the Team for Success Use Your “A” Players Set Clear, Measurable Goals Plan WBS and Resource Estimates Empower a strong, cross-functional team.
  14. 14. Pitching Acrolinx - Review • To successfully pitch enterprise software like Acrolinx: • Think like an executive • Line up your sponsors and stakeholders • Take advantage of project-planning infrastructure and support functions • Speak the language of business • Give ownership and responsibility to a strong cross-functional team Good luck!
  15. 15. Assembling the Team • Linguistic Team • Experience and knowledge of company style and audience • Cross-functional experience with different types of documents • Responsibilities of Linguistics Team • Determine rules and rule sets • Establish terminology • Establish reuse components • IT Team Support • Setting up user accounts • Coordinating software builds with internal testing
  16. 16. Our Philosophy Group Our Brand Group Our Decisions Our Style Group
  17. 17. Help Us, Content Rules! • Issue awareness • Advice on potential issues helped us bypass issues • Term harvesting • 5000 line spreadsheet • We provided 1 GB+ of content for analysis • Rule sets • Appropriate rule sets • Feasibility/suggestions for custom rules • End-user training and troubleshooting
  18. 18. Testing 1, 2, 3 • Used Acrolinx during testing phase to check our work in progress • 18 testers at beginning, 27 at end of testing phase • Common spreadsheets for testing feedback and project documentation • Terminology requests • Other issues • Used for collaboration • Linguistic team reviewed issues and escalated issues to Acrolinx/Content Rules • Collect metrics • Ran the same set of representative documents at each phase of development
  19. 19. Great Results • Up and running in a little over 3 months • Currently have 48 active users • Metrics • Example: MiSeq User Guide reduction in words 384 words were cut. • Average of 30% increase in Acrolinx scores, as high as 48% improvement for some types of documents • Increased consistency in styles and ways terms are written • Rollout success • Preparation by Linguistic Team in establishing Acrolinx components • Cross-functional collaboration promoted user acceptance
  20. 20. Helping Our Users SharePoint Page User Guide LMS Training Module
  21. 21. Spreading the Word About Acrolinx Lunch and Learn Promotional Video
  22. 22. If We Could Do It Again… • Make user resources page available earlier in the process • Smaller, dedicated group for early testing stages • Hard to monitor testing activities • Difficult to get same level of dedication from each of our users • Enter our product names in Terminology before rollout
  23. 23. What Illumina Did Right • Before they purchased Acrolinx, they determined: • People • When • How much time • Requirements • Preparation needed • Validated terms • Solicited the help of a service partner
  24. 24. Questions?
  25. 25. Contact Us Illumina: Content Rules and Acrolinx: • Kathleen Pierce • • Val Swisher • • @valswisher • Elizabeth McCroskey • • Cinnamon Tillotson • • Robin Emiliani • • @RobinEmiliani
  26. 26. Thank you!