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Join us for Congility 2014
June 18-20 near London, UK

www.congility.com
Noz Urbina
~ Consultant/Trainer for Mekon Ltd.
–
–
–
–

Content strategy, Technical Communications
10 years in content and...
Congility 2014
Join us for Congility 2014 June 18-20 near
London, UK!
~ 1 day of workshops
~ 2 days of conference with 3 t...
A TechComm Content Strategy
“Making accurate, best-in-class manuals, help and tutorials
available to our clients in the fo...
TechComm Content Strategy Metrics
~ Improve our results on customer
satisfaction feedback
~ Increase profit margins by inc...
The Right List
~
~
~
~

Right content
Right format
Right language
Right time
Tackling The Right List
~ Embedded UA
~ Dynamic Delivery
eUA
~ Brings the manual content to the user
...Delivers help content directly inside
hardware or software user interfaces
...
eUA, EmHelp, UAP, mini-help
~ Terminology seems to be evolving
~ Integral part of the application
– Still owned by the aut...
AutoCAD
AutoCAD
Ableton Live
~ Ableton Live delivers two types of
embedded help in their UI
– Info View
– Help View
Ableton Live
Benefits of eUA
Why is it better than PDF, Tripane or Context sensitive
Help?
~ Doesn’t break user context
– Proactive in ...
Pitfalls to Avoid
~
~
~
~

Department silos – budgets, timelines, culture
Interacting with developers
Consistency of termi...
eUA Suitable Content
~ UI item descriptions
~ Field validation guidance (number or date formats;
where the user can find t...
Dynamic Delivery quotes
“user gets to assemble content that is relevant to
them at the time of publishing”
“a web site del...
Dynamic Delivery can mean …
~
~
~
~

On demand
Personalised/Persona-based
Situation-aware
Adaptive content
Meaning for today

Dynamic delivery is … providing
contextually appropriate content to users
based on their current need a...
Benefits of dynamic delivery
~ Removes boundaries imposed by static
publications
~ Encourages modular approach to content
...
Pitfalls to Avoid
~ It’s a specialised application. Make sure to get
the right skills
~ Structured content is much more ap...
Dynamic Content Lifecycle
Steps Towards Dynamic Embedded UA
1. Audience Analysis > Personas / User Stories
Review who we’re talking to and what they...
Personas and User Stories
Personas

http://bit.ly/7coreUXsteps - Jeff Sauro

~ Personas concentrate on:
– What a user does
– What frustrates the use...
Developing Personas & User Stories
~ Surveys
– Internal and external

~
~
~
~

User interviews
On-site visits
Client works...
Example Customers

~
~

~
~

~
~
~
~
~
~
~
~
Current Situation?
~ What product are you using?
~ What is your goal?

~ Other situations?
Current Situation? – continued
~ Who are you?
~ What is your
experience level?
~ What are the
physical/environmental
condi...
User Stories
I’m an end user. How do I install the PrintJet2050
on Windows 8?
I’m a support technician. How do I troublesh...
User Stories
I’m a service engineer onsite at St. Heliers Hospital
trying to repair an MRI scanner but can’t find the
answ...
Benefits of user stories
~ Identifies
– Metadata requirements
– Content requirements
– Reuse opportunities

~ Aligns team ...
Pitfalls
~ Take time and resource
~ TechComm often not given client access easily
Modularity
Original Flow

Does your content have the necessary agility?
Module Types
Just to get you started...
~ Concepts
~ Tasks
~ References
~ Glossaries
Benefits
~
~
~
~
~

Reuse across deliverables
Focus on minimalism increases consumption
Easier to manage content for trans...
Pitfalls
~ Writing for reuse is not easy
~ Writers must collaborate more
~ “Ownership” is changed
Taxonomy
~ Extend labelling systems for modules
– Document naming conventions
– Module naming conventions
– Keyword labels...
Module Types
~

~

~

~
~
Taxonomy
Facetted Search
Personas and Stories to Taxonomy
I’m a diabetic. What is the meaning of error code 7 on my OneTouch
blood glucose meter?
–...
Benefits
~ Speak with a common language
~ Increase quality of translations
~ Improve online search-ability
Pitfalls
~ Politically difficult to establish
~ Management often don’t “get it”
Metadata & Semantics
Metadata
~ Defined as – data about other data
~ Provides a way of further describing an object

Seman...
Adaptive Content
~

~

~
Traditional Content
~ Traditional content is marked with
semantics on the document or block-level,
or sometimes not at all
Adaptive Content
~ Adaptive Content puts semantics on
the content itself. This enables
Contextually-Appropriate Experience...
IBM Model

~

Michael Priestly, IBM
Break down each user story …
… into to key information …
Semantic Content Modelling
Benefits
~ Content becomes free from constraints of static
outputs
~ Indexes!
– Dynamic delivery is all about the indexes ...
Pitfalls
~ Letting go of formatting is hard for some
authors
– Team roles become more specialised

~ Legacy migration need...
Content Applications
Web Apps

Mobile Apps

Web CMS

CRM

Interfaces
Content Delivery
REST API

Core Logic (JAVA)
Event &
...
Content Applications
Web Apps

Mobile Apps

Web CMS

CRM

Interfaces
Content Delivery
REST API

Core Logic (JAVA)
Event &
...
Content Applications
Web Apps

Mobile Apps

Web CMS

CRM

Interfaces
Content Delivery
REST API

Core Logic (JAVA)
Event &
...
C# Class Libraries

XML Export
clsName, properties, miniHelp

XSLT

DITA Map & Topics
User
Authentication

dunnhum by
product

client
product, version
status, context?
language

request help

tesco- uk- olh

...
Products
Shop
Report X
Report Y
Shelf Review
…
Solution Areas
Planning a promotion
…
Markets
US
UK
Benefits - The Right List is Addressed!
~
~
~
~

Right content
Right format
Right language
Right time
Pitfalls
~ Waiting for delivery solutions
– Cost of home-grown solutions

~ No best practice in approach
~ Difficulty unde...
Final Take-Aways
~ The customer doesn’t care about your org chart
– They just want their answer so they can get move on

~...
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]
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[Workshop] The incremental steps towards dynamic and embedded content delivery [Tekom 2013, Urbina]

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[A variant of my 2013 Technical Communcations UK presentation]
Dynamic delivery is delivery of context-appropriate information that can be assembled at the time of request with the most up-to-date, relevant content appropriate for the user and interface in question.

Embedded content is where content becomes a seamless part of device interfaces. Products become “self-describing”, allowing users to work uninterrupted by the need to open help files or manuals.

Many aspire to working in this way, but few (so far) have achieved it. This workshop looks at the benefits, requirements, and barriers related to these new types of delivery.

We will look at:

Why should we bother with this type of delivery?
What type of techniques, technologies and skills are required to realise such a system?
What are the risks at each stage?

Published in: Technology, Business
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[Workshop] The incremental steps towards dynamic and embedded content delivery [Tekom 2013, Urbina]

  1. 1. Join us for Congility 2014 June 18-20 near London, UK www.congility.com
  2. 2. Noz Urbina ~ Consultant/Trainer for Mekon Ltd. – – – – Content strategy, Technical Communications 10 years in content and mark-up Author Chairperson for Congility Events (congility.com)
  3. 3. Congility 2014 Join us for Congility 2014 June 18-20 near London, UK! ~ 1 day of workshops ~ 2 days of conference with 3 tracks to choose from www.congility.com
  4. 4. A TechComm Content Strategy “Making accurate, best-in-class manuals, help and tutorials available to our clients in the format of their choosing.” Blech. It’s not about manuals, single sourcing or even content. “Transfer contextually relevant product knowledge to staff and customers such that we increasing customer satisfaction and drive repeat business”
  5. 5. TechComm Content Strategy Metrics ~ Improve our results on customer satisfaction feedback ~ Increase profit margins by increased efficiency... ~ Raise brand profile by publishing our content online... ~ Drive revenues by streamlining access to appropriate content in the pre and postsales phases...
  6. 6. The Right List ~ ~ ~ ~ Right content Right format Right language Right time
  7. 7. Tackling The Right List ~ Embedded UA ~ Dynamic Delivery
  8. 8. eUA ~ Brings the manual content to the user ...Delivers help content directly inside hardware or software user interfaces ...At the location and time it’s most relevant.
  9. 9. eUA, EmHelp, UAP, mini-help ~ Terminology seems to be evolving ~ Integral part of the application – Still owned by the authors ~ Minimalism is King – Limited real estate – Consumed at a glance (then back to work) ~ Pop-ups are evil(?) – Scratching the surface of eUA – It’s NOT Clippy
  10. 10. AutoCAD
  11. 11. AutoCAD
  12. 12. Ableton Live ~ Ableton Live delivers two types of embedded help in their UI – Info View – Help View
  13. 13. Ableton Live
  14. 14. Benefits of eUA Why is it better than PDF, Tripane or Context sensitive Help? ~ Doesn’t break user context – Proactive in giving help – Not waiting for frustrated user ~ Speed – Your software or device is to help them do their day job ~ Learning tool – For users and for you! Monitor their usage of content. – Users never wanted to read manuals in the first place!
  15. 15. Pitfalls to Avoid ~ ~ ~ ~ Department silos – budgets, timelines, culture Interacting with developers Consistency of terminology and language Translation-readiness in the UI
  16. 16. eUA Suitable Content ~ UI item descriptions ~ Field validation guidance (number or date formats; where the user can find the data; banned characters) ~ Concept short descriptions ~ Terminology / Glossary ~ Wizard introductions ~ Lists of related help tasks ~ Many can be reused to/from the traditional help/manuals.
  17. 17. Dynamic Delivery quotes “user gets to assemble content that is relevant to them at the time of publishing” “a web site delivers content tailored to my information requests, and remembers the things that I'm interested in” “publishing at run-time, based on end-user request” “ability for an end user to narrow down or select what they want to see”
  18. 18. Dynamic Delivery can mean … ~ ~ ~ ~ On demand Personalised/Persona-based Situation-aware Adaptive content
  19. 19. Meaning for today Dynamic delivery is … providing contextually appropriate content to users based on their current need and situation* *situation and context we can use interchangebly
  20. 20. Benefits of dynamic delivery ~ Removes boundaries imposed by static publications ~ Encourages modular approach to content authoring ~ Enables new relationships among content objects ~ Meets the growing demands of customers to get the content they need
  21. 21. Pitfalls to Avoid ~ It’s a specialised application. Make sure to get the right skills ~ Structured content is much more appropriate ~ Sometimes lots of hoops to jump through to get a server set up in the IT infrastructure
  22. 22. Dynamic Content Lifecycle
  23. 23. Steps Towards Dynamic Embedded UA 1. Audience Analysis > Personas / User Stories Review who we’re talking to and what they need 2. Modularity & Typed Content Break up content for more flexible delivery 3. Taxonomy Establish clear labelling systems 4. Metadata (Semantic Content Modelling) Get more strict about module content (Embed it) 5. Content Server Serve it dynamically
  24. 24. Personas and User Stories
  25. 25. Personas http://bit.ly/7coreUXsteps - Jeff Sauro ~ Personas concentrate on: – What a user does – What frustrates the user – What gives the user satisfaction. ~ A narrative that describes: – – – – A person's typical day and experiences Skills, attitude, background Environment, and goals Motivations, expectations, aspirations and behaviours. ~ Personas bring the ‘user’ to life
  26. 26. Developing Personas & User Stories ~ Surveys – Internal and external ~ ~ ~ ~ User interviews On-site visits Client workshops Heatmaps
  27. 27. Example Customers ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~
  28. 28. Current Situation? ~ What product are you using? ~ What is your goal? ~ Other situations?
  29. 29. Current Situation? – continued ~ Who are you? ~ What is your experience level? ~ What are the physical/environmental conditions ~ What content consumption method are you using? What are you doing? Where are you? What did you do? What version are you using? ~ What language do you prefer? ~ ~ ~ ~
  30. 30. User Stories I’m an end user. How do I install the PrintJet2050 on Windows 8? I’m a support technician. How do I troubleshoot a PrintJet2050 that is not recognized on Windows 8? I’m an end user at home. How do I install the PrintJet2050 on Windows 8 without admin privileges?
  31. 31. User Stories I’m a service engineer onsite at St. Heliers Hospital trying to repair an MRI scanner but can’t find the answer I need in my iPad documentation. I’ve called into a support technician to help. What connection do they have? What else can the support technician access?
  32. 32. Benefits of user stories ~ Identifies – Metadata requirements – Content requirements – Reuse opportunities ~ Aligns team around a specific set of goals
  33. 33. Pitfalls ~ Take time and resource ~ TechComm often not given client access easily
  34. 34. Modularity Original Flow Does your content have the necessary agility?
  35. 35. Module Types Just to get you started... ~ Concepts ~ Tasks ~ References ~ Glossaries
  36. 36. Benefits ~ ~ ~ ~ ~ Reuse across deliverables Focus on minimalism increases consumption Easier to manage content for translation Send only changed blocks for review Clear guidelines about what should go in certain types of module
  37. 37. Pitfalls ~ Writing for reuse is not easy ~ Writers must collaborate more ~ “Ownership” is changed
  38. 38. Taxonomy ~ Extend labelling systems for modules – Document naming conventions – Module naming conventions – Keyword labels to improve SEO ~ Facetted search ~ Basis for content exchange with other departments/system
  39. 39. Module Types ~ ~ ~ ~ ~
  40. 40. Taxonomy
  41. 41. Facetted Search
  42. 42. Personas and Stories to Taxonomy I’m a diabetic. What is the meaning of error code 7 on my OneTouch blood glucose meter? – Error codes I’m a potential customer researching what GPS chipsets meet the XYZ standard? – Stages in product development or sales cycle – Industry standards – Technical specifications I’m a developer. How do I retrieve a list of publications for the current user using the web services API? – API information types, methods & properties I’m a subject matter expert reviewing a document. What content has changed since the last released version? – Version history – Workflow status
  43. 43. Benefits ~ Speak with a common language ~ Increase quality of translations ~ Improve online search-ability
  44. 44. Pitfalls ~ Politically difficult to establish ~ Management often don’t “get it”
  45. 45. Metadata & Semantics Metadata ~ Defined as – data about other data ~ Provides a way of further describing an object Semantics ~ Gives meaning to content <step>Press the <uicontrol>Print</uicontrol> button <clause>The <act>Food Safety Act 1990</act> states that … </clause> The basis for Adaptive Content
  46. 46. Adaptive Content ~ ~ ~
  47. 47. Traditional Content ~ Traditional content is marked with semantics on the document or block-level, or sometimes not at all
  48. 48. Adaptive Content ~ Adaptive Content puts semantics on the content itself. This enables Contextually-Appropriate Experiences
  49. 49. IBM Model ~ Michael Priestly, IBM
  50. 50. Break down each user story …
  51. 51. … into to key information …
  52. 52. Semantic Content Modelling
  53. 53. Benefits ~ Content becomes free from constraints of static outputs ~ Indexes! – Dynamic delivery is all about the indexes you create – Keywords, classifications, terms, product info, audience, content types … ~ Relationships between indexes and from indexes to taxonomies – Using the indexed subjects for a topic, we could find ~ Related glossary terms ~ Related publications ~ Articles in a CRM
  54. 54. Pitfalls ~ Letting go of formatting is hard for some authors – Team roles become more specialised ~ Legacy migration needs careful consideration ~ Project scoping and roll-out is essential ~ Going without a CCMS is risky for larger or complex projects
  55. 55. Content Applications Web Apps Mobile Apps Web CMS CRM Interfaces Content Delivery REST API Core Logic (JAVA) Event & Notifications Core User Management Data Core Indexing Database SQL XML File System Geo
  56. 56. Content Applications Web Apps Mobile Apps Web CMS CRM Interfaces Content Delivery REST API Core Logic (JAVA) Event & Notifications Core User Management Data Core Indexing Database SQL XML File System Geo
  57. 57. Content Applications Web Apps Mobile Apps Web CMS CRM Interfaces Content Delivery REST API Core Logic (JAVA) Event & Notifications Core User Management Data Core Indexing Database SQL XML File System Geo
  58. 58. C# Class Libraries XML Export clsName, properties, miniHelp XSLT DITA Map & Topics
  59. 59. User Authentication dunnhum by product client product, version status, context? language request help tesco- uk- olh mekon- olh tesco- uk mekon olh doc- set olh doc- set content doc- set
  60. 60. Products Shop Report X Report Y Shelf Review … Solution Areas Planning a promotion … Markets US UK
  61. 61. Benefits - The Right List is Addressed! ~ ~ ~ ~ Right content Right format Right language Right time
  62. 62. Pitfalls ~ Waiting for delivery solutions – Cost of home-grown solutions ~ No best practice in approach ~ Difficulty understanding the challenges – Practical – Financial ~ Organisational silos ~ Varying formats
  63. 63. Final Take-Aways ~ The customer doesn’t care about your org chart – They just want their answer so they can get move on ~ We are responsible for the whole CX ~ Communication of knowledge is the focus, the deliverables are a means to an end – Focus on task-oriented content services and applications – Your content exists to support their tasks

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