Using DITA-wiki Hybrid Solutions For Better Knowledge Systems

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Want to reap the benefits of community-based documentation? This game-changing trend is gaining traction fast, but many organizations lack resources to build solutions. The open source DITA2Wiki Project is a free resource to do just that. You can get a proof-of-concept system up and running in an hour. A governing concept is mixing company-generated ("warranted") content with community-generated ("non-warranted") content to provide richer user assistance. And with DITA XML in the mix, you can deliver rich information online, offline, and directly within your apps.

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  • What turns non-warranted content into warranted content? It’s the age-old SME review process, adapted to latest technologies.
  • Get immediate updates using space/page watches and daily summaries.Let the community know that their contributions are being consumed.If you can write an email, you can write a wiki article – gentle prodding generates more content. Be an activist, be a librarian.Deliver special value that is not necessarily in other outputs.Info Dev owns the entire system. Some web developer skills are required, so proper staffing is important to the success of the system.
  • 1st report: What time zones are community members in? Helps determine SLAs for downtime alerts.2nd report: What screen resolutions should we focus web development efforts on? We were surprised to learn that we had incorrectly assumed smaller resolutions. This data created cost savings in development and testing.3rd report: Site overlay. Which navigation aids are getting traction? Where’s the best place to put that link? What’s not being used? Reclaim that real-estate for something different. Set a goal to refresh the GUI at regular intervals (e.g. every 9 weeks). Track the effect.Note: The sample reports do not reflect live system data.
  • Using DITA-wiki Hybrid Solutions For Better Knowledge Systems

    1. 1. The open source DITA2Wiki Project<br />Building DITA-wiki hybrids to reap the benefits of community-based documentation<br />
    2. 2. What is the DITA2Wiki model?<br />A framework for collaborative information development.<br />Documentation source in DITA, output to wiki. <br />Applies concept of warranted and non-warranted content. Different expectations, different interactions, integrated user experience.<br />2<br />
    3. 3. Business goals<br />Help customers and partners scale faster, better<br />Increase everyone’s productivity<br />3<br />
    4. 4. Use cases<br />Find out what&apos;s new* <br />Search for specific information*<br />Share knowledge*<br />Get notified of updates* <br />Call out nuggets of information (e.g. rate, vote, favorites)<br />Find something to play with<br />Personalize the experience<br />Ask a question<br />Rant and/or rave <br />Report a problem <br />Talk about myself <br />* Identified as highest priority<br />4<br />
    5. 5. “Zoomquilt” 2 – Created by a dozen artists collaborating online<br />5<br />
    6. 6. Brokered collaboration model for warranted information<br />Cohesive collaboration model for non-warranted information<br />Core contributors versus trusted contributors<br />Reference: MIT Sloan Management Review, Fall 2007, Vol. 29: “Breakthroughs and the ‘Long Tail of Innovation’”; L. Fleming<br />6<br />
    7. 7. “warranted”<br />“non-warranted”<br />7<br />
    8. 8. It’s the age-old process…<br />
    9. 9. …in which some activities are new<br />Contribution<br />Processing<br />Refresh (wiki)<br />Publishing (all outputs)<br />Gardening<br />Update wiki<br />Accept or reject contribution<br />Run DITA2wiki in test<br />Build release candidates<br />Delete/archive old comments<br />Receive notification<br />Run DITA2wiki in production<br />Inspect against wiki content<br />Inspect incoming/outgoing links<br />Acknowledge contribution<br />Ship it<br />Initiate updates<br />Update done<br />
    10. 10. “There will be a DITA-enabled wiki in the marketplace in 6 months.”<br />Lisa Dyer, April 2005<br />10<br />
    11. 11. System demo<br />11<br />
    12. 12. The importance of reporting<br />
    13. 13. Process brainteasers<br />The trouble with comments<br />As they collect on a page, info is harder to consume<br />Comments have a life cycle, but how exactly do you define?<br />Deleting comments might impact aspects of community equity<br />Round-tripping<br />What’s the best way to arbitrate community edits back into the source, in this case, DITA?<br />Short answer: it’s the process, not the technology. Avoid over-engineering things.<br />Content lifecycle<br />Restricting views or edits: when is it an anti-pattern?<br />Workflow: to automate or not to automate?<br />13<br />
    14. 14. Architecture brainteasers<br />Access point (hub space)<br />Space<br />Deliverable (= DITA map)<br />14<br />
    15. 15. Thank you!<br />Questions or feedback? <br />lisa.dyer@lombardi.com<br />Resources<br />DITA2Wiki Project home: http://sourceforge.net/projects/dita2wiki/<br />DITA2Wiki Quick Start Datasheet<br />Lombardi Blog: http://development.lombardi.com/<br />Building a DITA2wiki hybrid: A new approach to reuse and personalized content<br />White paper: Using Structured Wikis in Software Engineering<br />Blueprint it. The easiest way to get started with BPM is now available!<br />www.lombardi.com/blueprint<br />15<br />

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