Webinar4: Planning for a Successful Implementation


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In this fourth and last webinar of our series, “Your Content, Only Better,” we’ll help you plan for successfully implementing content optimization software like Acrolinx.

Our presenter, who has spent the last twenty years helping companies improve their communications, will cover these topics:
*Managing change for maximum cooperation
*Project planning – what should be postponed to later phases?
*How to streamline decision-making
*Three common pitfalls – all easily avoidable
*Matching new roles & responsibilities to your team

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  • Leadership of this process can be outsourced.
  • Leadership of this process can be outsourced.
  • Fifty percent of our projects stumble on hardware availability – you should make sure you have procured your server hardware (if necessary) and have it set up and available.
  • Webinar4: Planning for a Successful Implementation

    1. 1. Planning for SuccessfulImplementation of ContentOptimization SoftwareFourth & last of our series: “Your Content, Only Better”October 25, 2012 PG Bartlett, Acrolinx
    2. 2. “Language is by its very nature a communal thing; that is, it expresses never the exact thing but a compromise – that which is common to you, me and everybody.” – Thomas Ernest Hulmehttp://www.thinkexist.com
    3. 3. Agenda Project Result Roles & Responsibilities Project Phases & Milestones Potential Pitfalls About Acrolinx
    4. 4. Project Result Acrolinx software installed on: – Your server(s) – Your users’ desktops Spelling, grammar & style configured to your requirements Terminology database with your key words & phrases Training for all roles Quality reports (baseline & incremental)
    5. 5. How About DIY? No; you need specialized skills to: – Modify style rules -> customize style and grammar – Set up terminology in Acrolinx – Train users Acrolinx offers “10-10-10” services package – 10 days of services – 10 customized rules – 10 weeks to completion – Suitable for most implementations
    6. 6. So why bother with this webinar?This webinar explains: What to expect How to optimize your results What to avoidKeep in mind: key issues are organizational, not technical
    7. 7. Roles & Responsibilities
    8. 8. Roles Project Sponsor Project Manager Terminologist Linguistic Administrator (“ling admin”) Server Administrator Writers & editors
    9. 9. Project Sponsor Role – Approves commitment to project – typically director or VP – Understands business reasons for project Activities – Participates in kickoff meeting – Participates in acceptance meeting
    10. 10. Project Manager Skills – Ideally has formal PM background (e.g., PMI) – Knows importance of schedule, scope & costs – Knows importance of avoiding “scope creep” Tip: this role can be Activities outsourced – which – Monitors project schedule may work better for – Monitors & controls risks you. – Coordinates your resources – Communicates, communicates, communicates – Participates in every milestone meeting – Available for daily involvement in project
    11. 11. Tip: give authority toTerminologist at most 3 people to avoid deadlock & Skills delays. – Typically editor or writer Tip: identify Tip: can outsource controversial terms initial terminology early & use separate Activities validation. process to resolve. – “Validates” terminology – enters terms, creates links from “preferred” terms to “deprecated” terms – Needed for 10-20 hours per week during project – Must be available to manage ongoing terminology changes – Can serve as Linguistic Administrator too Tip: without links, Acrolinx won’t flag deprecated terms.
    12. 12. Linguistic Administrator Skills Tip: role of linguistic – Typically an editor administrator can be outsourced. – Knows corporate style guide(s) – Should understand grammatical syntax Activities – Works with writers to test rules – Organizes feedback on rules (working with project manager) – Makes requests for customizing rules – Can serve as Terminologist too
    13. 13. Server Administrator Skills – Typically IT person familiar with servers – Could be database administrator, but not required to be Activities – Installs software on server and desktops – Handles updates to software & configuration files during implementation – Performs software upgrades – Should be different than Linguistic Administrator or Terminologist
    14. 14. Project Phases & Milestones
    15. 15. Project Phases & Milestones Identify requirements & business objectives Assess feasibility Before contract Develop SOW (Statement Of Work) Prepare data for Acrolinx analysis Kickoff meeting Initial development Training After contract Testing iteration 1 Testing iterations 2 & 3 Acceptance
    16. 16. Identify Requirements & Business Objectives Roles – Key stakeholders within your organization – Acrolinx sales team – initially – Acrolinx Professional Services (PS) – later on Activities Tip: this step is key – make sure – Discussions with your team discussions are sufficiently detailed. Results – Implementation team understands your requirements, which is needed so they can provide guidance and assess feasibility & scope
    17. 17. Assess Feasibility Roles – Acrolinx PS Activities – Compare requirements to product capabilities Results – Acrolinx PS agrees that product can meet requirements
    18. 18. Develop SOW Roles – Acrolinx PS Activities – Develop scope, schedule & resource requirements Results Tip: “acceptance – SOW including acceptance criteria criteria” determine when project is finished.
    19. 19. Prepare Test Data Roles – Project Manager – Others as needed Activities – Gather broad range of documents to support later testing Results Tip: Acrolinx can – At least 1 GB of content protect your content under NDA.
    20. 20. Kickoff Meeting Roles Tip: if people are – Everyone missing, risk increases. Activities – Review roles & responsibilities – Review phases & milestones – Review business objectives Tip: must understand – Review project objectives differences between – Discuss potential risks terminology and linguistic rules. Results – Everyone understands how the project supports the business objectives – Everyone understands level of effort required for success – Everyone understands what Acrolinx does (and doesn’t do)
    21. 21. Tip: key roles can learn more about their activities at the Acrolinx InfoCenter.http://infocenter.acrolinx.com
    22. 22. Tip: Change Management Identify communication required for each stakeholder In particular, focus on negative stakeholders; consider: – 1-on-1 communication – Additional training – Separating from rest of group Make sure you communicate stakeholder experiences to Acrolinx PS – We often see easy-to-fix problems – You may think those problems are unavoidable
    23. 23. Tip: Governance Governance = structure for agreeing on style, tone of voice, terminology, processes – “Content Quality Review Board” – “Center of Excellence” – “Community of Practice” Link governance to business objectives – Find executive sponsorship for governance structure Establish governance structure at start of project
    24. 24. Initial Development Roles – Acrolinx PS Activities (5 days) – Perform content analysis – Produce initial quality reports – Produce initial software delivery Tip: while development is under Results way, set up your – Initial version of Acrolinx ready to test server hardware. – Baseline quality reports for future comparisons
    25. 25. Training Roles Tip: you need ALL of – Acrolinx PS the right people – Authors & editors available for training. – Linguistic Administrator, Terminologist – On-site support (to install software on desktop & connect to server) Activities (1-3 days) – Acrolinx PS trains all types of users – Requires access to live software – For XML content, Linguistic Administrator needs extra training Results Tip: you should have – Your team using Acrolinx a detailed test plan prepared in advance.
    26. 26. How do you measure Acrolinx performance? “Precision” problems = false alarms “Recall” problems = missed alarms 100% Precision = no false alarms Tip: 100% is impossible to achieve for almost any rule. 100% Recall = no missed alarms
    27. 27. Testing Iteration 1 Roles – Linguistic Administrator Tip: make sure you Tip: make sure you – Authors & editors agree on how to process the feedback. submit feedback. Activities (2 weeks) – Authors & editors provide feedback on precision & recall – Linguistic Administrator reviews feedback, develops requests for rule changes, prioritizes those requests, enters requests into Acrolinx project management system Tip: make sure rule changes are critical to Results support business – Requests for creating or customizing rules objectives. – Acrolinx PS processes requests, delivers updated software
    28. 28. Meanwhile: What Your Terminologist Does Responsible for “Terminology Validation” process Process steps: – Identify terminology that needs to be managed • Existing term list • “Harvesting”: extraction from existing documents or translation memory – Categorize terminology based on “domain” (typically needed when multiple groups with different needs use Acrolinx) – Assign status to terminology: “preferred” or “deprecated” – Link each deprecated term to its preferred replacement Process begins during implementation, continues indefinitely
    29. 29. Meanwhile: What Your Project Manager Does Tracking progress against schedule and objectives Comparing Acrolinx checking results to success criteria Comparing system performance to project objectives Ensuring new requirements support business objectives Running user surveys (supported by Acrolinx PS)
    30. 30. Testing Iterations 2 & 3 Roles – Linguistic Administrator – Authors & editors Tip: Acrolinx PS knows which rules bring the key benefits. Activities – Ongoing usage of Acrolinx, reporting of problems, prioritizing requests for customizing rules Results – Acrolinx PS delivers another software update at end of each iteration
    31. 31. Acceptance Roles – Everyone Activities – Final testing – Final user survey Results Tip: acceptance – Signoff on project criteria cannot require 100% precision & recall.
    32. 32. Potential Pitfalls
    33. 33. #1 Problem: Communication Failures Either: – People who want information aren’t getting it – People are giving information that’s not received Establish how EVERYTHING will be communicated To avoid confusion, avoid depending solely on email – Some people cc: everybody, which reduces clarity of who’s responsible – That’s why Acrolinx runs project management software and gives you access
    34. 34. Scope Creep Adds risk to any project Judge critically whether scope changes: – Support business objectives – Can be postponed to later phase Priority rankings – Business priorities – User priorities – System priorities
    35. 35. Implementing Low-Priority Rules Most benefits come from top 10 rules Each additional rule delivers diminishing returns We’ve seen rules that are never triggered
    36. 36. Terminology Do’s and Don’ts Don’t use Acrolinx term extraction unless you must – Start with term lists you’ve already built Don’t make initial terminology list too big – Don’t try to put ALL of it in up front – Don’t over-commit your resources Do include stakeholders early & throughout Do agree on a clearly defined workflow – Who can contribute terminology? – Who reviews terminology? – Who gives final approval? Do set up workflow early
    37. 37. Not Monitoring Progress Against Schedule Project Manager must remain vigilant Must remain aware of project status against milestones Must make sure resources are available when needed
    38. 38. Not Considering Risks Complex technical environments Project roles that are unclear or unfilled Project objectives that don’t align with business objectives Geographically distributed teams Political misalignment
    39. 39. Summary Good project management practices apply – Especially change management Good judgment comes from experience; experience comes from bad judgment – Seek out help with relevant experience Roll out when you’re ready – Too early, too many false alarms, too much user resistance – Too late, overly perfected, other priorities may intrude & derail
    40. 40. Acrolinx Overview
    41. 41. Acrolinx Overview Technology developed by Acrolinx team at German Research Center for Artificial Intelligence Spun off in 2002 to develop software that helps write better content Privately owned Berlin headquarters, offices in U.S. & Japan Linguistic competence in English, Chinese, German, Japanese, French, Swedish
    42. 42. Everyone can Managers canHow Does it Work? access terms view status & results Acrolinx works within editing tools Acrolinx checks content against rules & terms Set up rules & terms Set up users & systems
    43. 43. “Language is the light of the mind.” – John Stuart Millhttp://www.thinkexist.com
    44. 44. Professional Services Help companies plan and execute their global content strategy Create and modify all types of content  Writing, instructional design, editing, illustration, production, coding project management Assist with Acrolinx deployments and configuration  Customer-side project management  Terminology validation  Rule validation  Custom training  Change management © 2012. Content Rules, Inc. All rights reserved.
    45. 45. Contact Information Write. info@contentrules.com Talk. +1 408-395-8178 Search. www.contentrules.com Read. www.contentrules.com/blog Tweet. @contentrulesinc © 2012. Content Rules, Inc. All rights reserved.
    46. 46. Follow-Up Contact info: pg.bartlett@acrolinx.com Future webinars – Philips Healthcare, Tuesday, November 6; sign up now at http://www.acrolinx.com (look for link under “Join us”) – My next webinar: December 5 – subject TBA Recording & slides will be posted soon at http://www.acrolinx.com/webinars_en.html
    47. 47. Thank You!PG Bartlettpg.bartlett@acrolinx.com