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Documentation Strategy - Plan Of Action

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Knowledge Management action plan for company.

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Documentation Strategy - Plan Of Action

  1. 1. DocumentationImplementation PlanFrank CaronIT-Product DepartmentSeptember 22, 2010Experts in Rewards and Recognition
  2. 2. State Of The Union
  3. 3. We need help documentation.What do we start writing first?
  4. 4. Past Failure,Future Current Success
  5. 5. • Content is king, but systems are the kingdom. And without hiskingdom...What I’ve Learned• Great content goes to waste in a bad system.• Writing great content is easy. Building a great system is not.• If implemented correctly from the beginning, a good helpplatform is a simultaneous sales feature and money-saver.• Some (accurate) doc is better than no (inaccurate) doc.
  6. 6. • Scalable• Template-driven• Searchable• Release dependent• Extensible• Dynamic• Track-able• Concise• Clear• ConsistentWhat A Good Doc Platform Should BeThe System The Content• Release independent
  7. 7. Systems:What’s Out There Now?
  8. 8. Print WebNewMedia- PDFs- Handbooks- Indexed K-base- Rich PDFs- K-base/PDFs- Interactive / Videos
  9. 9. So how do we apply allthis to ILR?(Cheaply and quickly)DynamicTrack-able
  10. 10. Help CentralA fully-integrated, Wiki-based solution
  11. 11. Phase One
  12. 12. View By Task, BySection, SearchResults, etc.Basic AndAdvanced SearchHelp Content
  13. 13. BreadcrumbsContextualQuick LinksPDF LinkUser FeedbackTags
  14. 14. A Working Example Of Help Centralwiki.iloverewards.com/display/FTZ/HTML+test
  15. 15. Who Will Use Help Central* Subject to change as roles evolveRole Permissions ContentExternal Admin Read CAP/MP Doc (Program-specific)ExternalMemberRead MP Doc (Program-specific)Internal AdminRead, Write (Limited),Move (Limited), Delete(Limited)Core DocCap/MP Doc (All Programs)Internal WikiInternal TeamMemberRead, Write (Limited)Core DocCap/MP Doc (All Programs)Internal WikiMasterRead, Write, Move,DeleteAll
  16. 16. help.iloverewards.com[program_name].iloverewards.com/helpHelp Article DB(Knowledgebase)core.iloverewards.com admin.iloverewards.comINTERNALEXTERNALsection = “[program_name]”section =“core”, “admin”, “internal”How Will We Author Help Central
  17. 17. Help Article DB(Knowledgebase)Program: AllComponent: CAPModule: AdministrationSub-Module: Adding MembersTitle: Adding Members To A ProgramTask: How do I add members?Tags: CAP, Management, Member, Program, Add, etc....wiki.iloverewards.comcore.iloverewards.com/helppointaholics.iloverewards.com/help...[program1].iloverewards.com/help[program2].iloverewards.com/help[program3].iloverewards.com/help[program4].iloverewards.com/help...INTERNAL EXTERNALHow Will We Author Help Central
  18. 18. Confluenceprogram1.ilr.comConfluence APIReferences:http://confluence.atlassian.com/display/CONFDEV/Remote+API+Specification http://lab.kapit.fr/display/cci/Content+Internationalizerhttp://blogs.atlassian.com/news/2007/12/using_a_wiki_fo.html http://www.k15t.com/display/web/Scroll+OfficeINTERNALEXTERNALwiki.ilr.comprogram2.ilr.comNativecore.ilr.comhelp.ilr.comHow Will We Implement Help Central
  19. 19. Phase Two
  20. 20. Explicit ContextClose Help TrayFull Wiki LinkContextual Articles
  21. 21. Component SubcomponentsArticle Context SensitivityEmbedded Content Frame in each page gives access tocontext-sensitive help directly.Article Fields Content Rich Media (Embed Code)Article BodyRich Text with embedded images, a separate anddistinguished PDF Link, and dynamically-embeddedObjects (Flash, Silverlight, etc.)Article TrackingUser-by-User tracking(last X articles accessed, average session length, etc.)Article Updating Integrated Reporting- Single Sign On WikiAccount Creation ForExisting/New Members- View/Export ReportsArticle Feedback Submit A QuestionFeatures Of Help Central
  22. 22. Help Article DB(Knowledgebase)Program: All ProgramsComponent: CAPModule: AdministrationSub-Module: Adding MembersTitle: Adding Members To A ProgramTask: How do I add members?Tags: CAP, Management, Member, Program, Add, etc....help.iloverewards.com [program1].iloverewards.com/helpINTERNAL EXTERNALHow Will We Author Help Central
  23. 23. Help Article DB(Knowledgebase)Program: ILR InternalComponent: CAPModule: AdministrationSub-Module: Adding MembersTitle: Adding Members To A ProgramTask: How do I add members?Tags: CAP, Management, Member, Program, Add, etc....help.iloverewards.com [program1].iloverewards.com/helpINTERNAL EXTERNALProgram: [Program1]Component: CAPModule: AdministrationSub-Module: Adding MembersTitle: Adding Members To A ProgramTask: How do I add members?Tags: CAP, Management, Member, Program, Add, etc....How Will We Author Help Central
  24. 24. Confluenceprogram1.ilr.comConfluence APIINTERNALEXTERNALwiki.ilr.comprogram2.ilr.comNativecore.ilr.comhelp.ilr.comHow Will We Implement Help CentralReporting/FeedbackReferences:http://lab.kapit.fr/display/cci/Content+InternationalizerGlobal
  25. 25. Processes And Support
  26. 26. Article ContributionsProcess DetailsIT-Product Regular UpdatesThe Technical Writer will continuously add articles to theknowledgebase as new features are added and oldfeatures change.Member Experience / Client Success SuggestionsSuggestions from regular reviews conducted betweenTechnical Writer and ME/CS reps will be turned intoarticles by TWME / CS SubmissionsDirect article submissions by ME / CS members whereverdesired.
  27. 27. ReviewsProcess DetailsMember Experience Monthly ReviewEvaluate ME issues that arose from members during thepast month to evaluate potential areas for weakness inthe MP documentationClient Success Monthly ReviewEvaluate CS issues that arose from admins during thepast month to evaluate potential areas for weakness inthe CAP documentationCORE Biannual ReviewEvaluate internal PS issues that arose from new hireslearning from the CORE help to evaluate potential areasfor weakness in the CORE documentationRelease Documentation Monthly UpdatesMonthly, regular doc refreshes to update articles that areaffected by new releases and add new articles wherenecessaryArticle Tracking ReviewQuarterly Review of tracking statistics fed in through thehelp platform to identify success/failure of articles andadjust accordingly.Documentation HousekeepingQuarterly/Yearly Documentation housekeeping (updatingold articles, disabling irrelevant/deprecated articles, etc.)On-Demand HousekeepingDay-To-Day Documentation housekeeping (checkinglinks/PDFs for breakage, checking spelling, fixing typos,etc.)
  28. 28. Supporting DocsDepartment Supporting DocsClient Success Quick Start GuideMember Experience Member Portal Help Manual (Hardcopy)... ...
  29. 29. Challenges
  30. 30. Technical• How can we adapt Confluence to meet these requirements?And if we can’t, can we build our own system?• Will the current install handle the potential user load? Do wehave the 2000+ user license currently?• Is it more cost- and time-effective to build our own solution?• How will translations be integrated into the Wiki solution?
  31. 31. • With a customized program comes custom help. How do wemanage the documentation creation pipeline?Pipeline• How do we handle help translation? How do we prioritize?How do we implement?• How do we work the building of the system into the existing ITpipeline? What is the gap between Phase One and Phase Two?
  32. 32. Philosophical• How do we get other departments to more regularly use thenew tools (ex., Wiki)?• How do we envision online help as a part of the ILRexperience?
  33. 33. Timeline
  34. 34. A Rough RoadmapSolidify Roadmap (9/30/2010)Complete System, Phase One (?)Complete Content, Phase One (?)Iterate Content, Phase Two (?)Iterate System, Phase Two (?)Begin Formal Doc Processes (2010?)Today

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