Xinfo Initiative:STC Bleeding Edge SeriesBrian EverettCA TechnologiesMay 21, 2012
agenda— Xinfo & Bleeding Edge— Our Challenge— Our Resolution = Xinfo methodology— Closing— Q&A2   May 21, 2012   STC 2012 ...
introduction: Xinfo— What is Xinfo & Why Bleeding Edge?    — The sum of Xinfo represents a methodology that gives      cli...
our challenge - research— We knew we needed to get closer to our customers and  modernize our content management strategy ...
challenge resolution: Xinfo— Xinfo = Four-pronged approach to address each pain  point:    — New roles    — Scenario-based...
Xinfo roles— New methodology & focus requires new organizational roles:    − Technical Information Architect       • Produ...
scenario-based content— What is a CA scenario?    − Business processes: explanation of how and where the product or      s...
sample scenario – main page8   May 21, 2012   STC 2012 Bleeding Edge: Xinfo at CA Technologies   Copyright © 2012 CA. All ...
just enough documentation*— Embracing and stressing the just enough doc principle:    − Focus on marquee and high priority...
end-to-end view10   May 21, 2012   STC 2012 Bleeding Edge: Xinfo at CA Technologies   Copyright © 2012 CA. All rights rese...
end-to-end view— Information Architect works with stakeholders to identify key articles  to add to a our bookshelf. For ex...
end-to-end deliverablesEnd to End Bookshelf (now)Technical Information Center (future)— A wiki-like structure that provide...
CA Technical Information Center – Wireframe - Home                                      Separate                          ...
CA Technical Information Center – Wireframe - Collaboration 14   May 21, 2012   STC 2012 Bleeding Edge: Xinfo at CA Techno...
wrap up— Challenges— Response = Xinfo     − New Roles     − Scenario-based content     − Just enough documentation     − E...
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Xinfo at CA Technologies

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CA Technologies introduces Xinfo (short for extensible information), a content management methodology with three major components:
-Scenario-based content
-End to end content access
-A wiki-enabled content library
All three components support an interactive and collaborative customer community whereby users can find what they need, when they need it.

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Xinfo at CA Technologies

  1. 1. Xinfo Initiative:STC Bleeding Edge SeriesBrian EverettCA TechnologiesMay 21, 2012
  2. 2. agenda— Xinfo & Bleeding Edge— Our Challenge— Our Resolution = Xinfo methodology— Closing— Q&A2 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved.
  3. 3. introduction: Xinfo— What is Xinfo & Why Bleeding Edge? — The sum of Xinfo represents a methodology that gives clients: — the content they need — when they need it — modern deliverables — With the added benefit of a streamlined documentation footprint and lower localization costs.3 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  4. 4. our challenge - research— We knew we needed to get closer to our customers and modernize our content management strategy and philosophy so… — We talked to our customers….extensively — Internal customers — External customers — Analysts— Essence of results: — Too much info — Hard to find what I need — Need easily consumable help with day-to-day tasks4 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  5. 5. challenge resolution: Xinfo— Xinfo = Four-pronged approach to address each pain point: — New roles — Scenario-based content — Just enough documentation — End-to-end view5 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  6. 6. Xinfo roles— New methodology & focus requires new organizational roles: − Technical Information Architect • Product Manager of Technical Information for a given product • Work closely with Product Managers to ensure consistent, clear, and concise message across all materials • Plan the information delivery roadmap – what are we going to document and when • Provide vocal input into documentation and product design − Technical Information Engineer • Design, create, test, and publish technical information deliverables. • Collaborate with IAs/team/clients to identify scenarios and content6 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  7. 7. scenario-based content— What is a CA scenario? − Business processes: explanation of how and where the product or solution is addressing a business need − Roles: identifies the jobs that are involved in the processes and workflows so it is in context with the users’ day-to-day responsibilities − Multi-media: enhances content with graphics/video for quick comprehension − Bite-size, stand-alone: the content is an autonomous information unit & content is modular and article-like so it can be quickly scanned by the reader and understood − Location: Resides in traditional guides, as standalone Knowledge Base articles on a CA product page, or both.7 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  8. 8. sample scenario – main page8 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  9. 9. just enough documentation*— Embracing and stressing the just enough doc principle: − Focus on marquee and high priority use cases for our scenarios − Integrate reference information in the product—a self-documenting UI. For example: If you have simple UI-based wizard with intuitive screens to step through coupled with hover text for complex technical terms, you dramatically decrease the need for procedures or scenarios.— Benefits: − Improves search relevance by reduced footprint − Reduces localization costs − Reduces potential errors * Scott Ambler and others have authored many articles about just enough doc .9 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  10. 10. end-to-end view10 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  11. 11. end-to-end view— Information Architect works with stakeholders to identify key articles to add to a our bookshelf. For example: − Traditional user guides & scenarios that Tech Info creates − White papers − Demos (usually showing best practices or prominent use cases) − Training materials − Support articles— Broad view of the information for a CA product. − Internal and external contributors − Non-Tech Info authors11 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  12. 12. end-to-end deliverablesEnd to End Bookshelf (now)Technical Information Center (future)— A wiki-like structure that provides a gateway to all CA Technologies internal content, and enables integration with public web content & images including peer networking and collaboration forums.— Collaborate — Customers will be able to annotate/update the editable version of TI content − IAs/IEs can review customer annotations/updates to determine whether they should be incorporated into the next locked, published version − Customers will be able to collaborate with their peers, partners, and customers from the TIC by linking to communities and other public forums— End to End View − Customers will be able to access/search across other pertinent end-to-end product information 12 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  13. 13. CA Technical Information Center – Wireframe - Home Separate portlet Consolidation instance per of product info product Help for Technical Information Center Stay Connected Social sites per product Our other sites Associated Products Tag Cloud Context of Latest info from visitor forums, wiki, ann ouncements13 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  14. 14. CA Technical Information Center – Wireframe - Collaboration 14 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  15. 15. wrap up— Challenges— Response = Xinfo − New Roles − Scenario-based content − Just enough documentation − End-to-end information (present) − Technical Information Center (near future)— Thank you to all of you for attending.— Thank you to STC for inviting me to present.— Future comments/questions: Brian.Everett@ca.com15 May 21, 2012 STC 2012 Bleeding Edge: Xinfo at CA Technologies Copyright © 2012 CA. All rights reserved
  16. 16. Q&A

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