Moving Content from Chaos to Content           Management            Pam Noreault        pamnoreault@gmail.com           T...
About Pam•   20 years experience in communications, content management, and technical    writing•   Specializes in content...
Session Results•   Case study for my position•   Content Specialist initiatives•   Quest for change•   Start - know where ...
Case Study for Content SpecialistWhat is your reality?•   Disparate content•   No standardization                         ...
Content Strategist Initiatives•   Create a unified content strategy that crosses business units•   Implement a common lexi...
Quest for Change• Hire an expert from the outside or someone who is greatly  respected from within• Look for someone with ...
Start - Know Where You Are                • Complete a content inventory                • Complete a tools inventory      ...
Reality - Data Baseline  Copyright Pam Noreault 2012(Permission Required for Reuse)
It Takes a Small Village• Research what others are doing in your  industry• Socialize your ideas with others• Engage the m...
Build the Foundation• Formulate specific, measurable, attainable, relevant, timely  (SMART) business goals• Determine the ...
Typical Business Goals  Improve Effectiveness of Deliverables for  Customers                                              ...
Typical Business Requirements•   Common tools•   Common content repository•   Content reuse•   Standardized outputs       ...
Content Strategy                   Must be unified to                  consider current and                   future conte...
Content Strategy Pieces•   Data baseline results•   Business goals•   Business requirements•   Standardized outputs – now/...
Outputs – Now/Future1.   Know the current needs – data inventory2.   Research the industry for standards3.   Determine fut...
Bitter Truth• Quote from a close colleague/friend, “Documentation  initiatives will never be a part of the plan until it b...
Processes, Styles and Workflow• Create a team and empower them to standardize processes,  styles, and workflow  • Select w...
Tools and Repository•   Create a tools team and empower them•   Create requirements for the tools•   Research tools and na...
Proof-of-Concept Report   Pass vs Failed Use Cases            Pros and Cons from Testers                                  ...
Content Migration  Talk to others – What have others done?  Determine the migration path                                  ...
Content Reuse                 Use the priority list Start with the most obvious –      Analyze high-priority content forco...
Required Training and DeploymentDetermine required        Create a project plantraining                  for solution     ...
Remember the Business Goals1. Improve Effectiveness of Deliverables for   Customers2. Improve the Time to Delivery3. Reduc...
Measure SuccessImprove effectiveness • Measure content consistency through content reuse • Determine support calls related...
Know Where to Put Time Back• Beware – Businesses see savings in relation to the number of  employees• Be prepared to justi...
Content Strategy Pieces - Review•   Data baseline results•   Business goals•   Business requirements•   Standardized outpu...
Session Results – Review•   Case study for my position•   Content Specialist initiatives•   Quest for change•   Start - kn...
Thank You•   Pam Noreault•   pamnoreault@gmail.com•   Twitter – pnoreault•   LinkedIN – Pamela Noreault                   ...
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Moving a Company from Chaos to Content Management

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Moving a Company from Chaos to Content Management

  1. 1. Moving Content from Chaos to Content Management Pam Noreault pamnoreault@gmail.com Twitter pnoreault
  2. 2. About Pam• 20 years experience in communications, content management, and technical writing• Specializes in content reuse, topic-based content creation, DITA conversions, and trends in user assistance• Researches and implements new ways to involve customers in user assistance• BS in English/Spanish Education from The Ohio State University• MA in English/Professional Writing from Wright State University• SR STC Member• UXPA Member• Sr. User Experience Content Specialist (aka – Information Architect) at ACI Worldwide
  3. 3. Session Results• Case study for my position• Content Specialist initiatives• Quest for change• Start - know where you are (data inventory) (Permission Required for Reuse) Copyright Pam Noreault 2012• Build the foundation • Obtain the business goals • Gather the business requirements • Determine content strategy pieces• Write the content strategy (iterate, iterate)• Deploy the solution• Measure the success
  4. 4. Case Study for Content SpecialistWhat is your reality?• Disparate content• No standardization (Permission Required for Reuse) Copyright Pam Noreault 2012• No repository• No content reuse• Not ready for translation• Reactive not proactive to change• Not ready for mobile• Producing static non-interactive content
  5. 5. Content Strategist Initiatives• Create a unified content strategy that crosses business units• Implement a common lexicon• Implement embedded help and training into products• Create content communities where needed (Permission Required for Reuse) Copyright Pam Noreault 2012• Generate revenue from content initiatives• Establish partnerships with key business units• Establish partnerships with customers• Be a content evangelist, strategist, and leader
  6. 6. Quest for Change• Hire an expert from the outside or someone who is greatly respected from within• Look for someone with a successful track record • Leads people without managing them Delivers to deadlines and produces results (Permission Required for Reuse) Copyright Pam Noreault 2012 • • Has a great story and can tell a great story • Earns the respect of others • Provides honest and timely feedback • Motivates others to success• Culture change is required and you need a team dedicated to results
  7. 7. Start - Know Where You Are • Complete a content inventory • Complete a tools inventory • Complete a skills inventory on your personnelCreate a data (Permission Required for Reuse) Copyright Pam Noreault 2012 • Complete a styles inventory • Complete a processes inventory baseline • Document the current workflow
  8. 8. Reality - Data Baseline Copyright Pam Noreault 2012(Permission Required for Reuse)
  9. 9. It Takes a Small Village• Research what others are doing in your industry• Socialize your ideas with others• Engage the masses in your company for ideas, feedback, and company metrics (Permission Required for Reuse) Copyright Pam Noreault 2012• Seek out and secure an executive sponsor• Create a team that spans multiple sites and business groups (create partnerships)Important: Success cannot be had if youwork in a silo.
  10. 10. Build the Foundation• Formulate specific, measurable, attainable, relevant, timely (SMART) business goals• Determine the business requirements• Marry the goals to the business requirements (Permission Required for Reuse) Copyright Pam Noreault 2012• Create a pitch deck with these business goals and requirements• Socialize the pitch deck with an executive sponsor• Build out your high-level steps and major milestones (content strategy, project plan)• Add the steps and milestones to the pitch deck• Seek approval to proceed – Present your pitch deck, get commitment to the time and resources needed to proceed
  11. 11. Typical Business Goals Improve Effectiveness of Deliverables for Customers (Permission Required for Reuse) Copyright Pam Noreault 2012 Improve the Time to Delivery Reduce Operational Costs and Increase Revenue Every piece of my strategy, every task, and every decision must align with these three business goals.
  12. 12. Typical Business Requirements• Common tools• Common content repository• Content reuse• Standardized outputs (Permission Required for Reuse) Copyright Pam Noreault 2012• Standardized processes and styles• Standardized workflow
  13. 13. Content Strategy Must be unified to consider current and future content and delivery platforms (Permission Required for Reuse) Copyright Pam Noreault 2012 Way more than Good news – You just tools – tools have a start on will not fix the the strategy with problems (culture goals and change and mind requirements shift)
  14. 14. Content Strategy Pieces• Data baseline results• Business goals• Business requirements• Standardized outputs – now/future• Standardized processes and styles (Permission Required for Reuse) Copyright Pam Noreault 2012• Standardized workflow• Standardized tools and repository• Content migration• Content reuse• Required training and deployment• Measure success• Iterate, iterate, iterate – the strategy is never done• Report to executive sponsor every step of the way
  15. 15. Outputs – Now/Future1. Know the current needs – data inventory2. Research the industry for standards3. Determine future needs4. Plan to re-evaluate annually and iterate (evolution not (Permission Required for Reuse) Copyright Pam Noreault 2012 revolution)• You must engage product owners, architects, developers, and business analysts to standardize output delivery (embedded help, online help, etc.)
  16. 16. Bitter Truth• Quote from a close colleague/friend, “Documentation initiatives will never be a part of the plan until it becomes so painful that they have to address it, and then it becomes a panicked, patch-worked plan.” (Permission Required for Reuse) Copyright Pam Noreault 2012
  17. 17. Processes, Styles and Workflow• Create a team and empower them to standardize processes, styles, and workflow • Select which processes and styles need to change from your data inventory • Implement industry standards where they make sense for (Permission Required for Reuse) Copyright Pam Noreault 2012 processes and styles • Determine the governance of the processes and styles (let the CMS govern styles) • Standardize the workflow (let the CMS govern) • Iterate as needed
  18. 18. Tools and Repository• Create a tools team and empower them• Create requirements for the tools• Research tools and narrow the selection to 2 or 3• Demo tools and collect feedback (Permission Required for Reuse) Copyright Pam Noreault 2012• Complete customer reference checks• Schedule proof-of-concept training• Complete proof-of-concept use-case testing document• Complete use-case testing with a team• Complete testing report• Make a recommendation for the tools
  19. 19. Proof-of-Concept Report Pass vs Failed Use Cases Pros and Cons from Testers (Permission Required for Reuse) Copyright Pam Noreault 2012 Report Value Stream Mapping • Baseline of current time and effort based Vendor Response and Support on current processes • Approximate time and effort for the processes with new tools • Report savings back to company
  20. 20. Content Migration Talk to others – What have others done? Determine the migration path (Permission Required for Reuse) Copyright Pam Noreault 2012 • Manual content migration • Consulting firm to complete the content migration • Automated migration with a tool such as Stilo Migrate Determine the migration process – checklist Prioritize the content for migration
  21. 21. Content Reuse Use the priority list Start with the most obvious – Analyze high-priority content forcopyright, overviews, notes, etc. reuse (Permission Required for Reuse) Copyright Pam Noreault 2012 Other options Software that will analyze Companies that will analyze content for reuse your content for reuse
  22. 22. Required Training and DeploymentDetermine required Create a project plantraining for solution (Permission Required for Reuse) Copyright Pam Noreault 2012• Topic-based authoring deployment• Process training • Include the training• Styles training schedule – phase it in• Workflow training • Include the tools• Tools training schedule – phase it in
  23. 23. Remember the Business Goals1. Improve Effectiveness of Deliverables for Customers2. Improve the Time to Delivery3. Reduce Operational Costs and Increase Revenue (Permission Required for Reuse) Copyright Pam Noreault 2012• Every piece of the strategy, every task, and every decision must align with these three business goals.
  24. 24. Measure SuccessImprove effectiveness • Measure content consistency through content reuse • Determine support calls related to content for a period of time and verify whether it trends down or up after implementation (Permission Required for Reuse) Copyright Pam Noreault 2012Improve time to delivery (time savings) and operational costs • Cutting and pasting content • Searching for content • Publishing content manually • Manual processes • Manual workflows • Content delivery times • Content reuse
  25. 25. Know Where to Put Time Back• Beware – Businesses see savings in relation to the number of employees• Be prepared to justify where employees will spend the time they gain in efficiency • Strategy is never done (Permission Required for Reuse) Copyright Pam Noreault 2012 • Customer satisfaction is key • Partner with Sales, Support, and Marketing to take your content to the next level (revenue) • Seek out additional value that content can add now that you have more time. • Create a backlog or determine what gaps exist in content that writers can now address • Resolve customer satisfaction issues with content. • Ready yourself for mobile • Create a content repository for your customers
  26. 26. Content Strategy Pieces - Review• Data baseline results• Business goals• Business requirements• Standardized outputs – now/future• Standardized processes and styles (Permission Required for Reuse) Copyright Pam Noreault 2012• Standardized workflow• Standardized tools and repository• Content migration• Content reuse• Required training and deployment• Measure success• Iterate, iterate, iterate – the strategy is never done• Report to executive sponsor every step of the way
  27. 27. Session Results – Review• Case study for my position• Content Specialist initiatives• Quest for change• Start - know where you are (data inventory) (Permission Required for Reuse) Copyright Pam Noreault 2012• Build the foundation • Obtain the business goals • Gather the business requirements • Determine content strategy pieces• Write the content strategy (iterate, iterate)• Deploy the solution• Measure the success
  28. 28. Thank You• Pam Noreault• pamnoreault@gmail.com• Twitter – pnoreault• LinkedIN – Pamela Noreault (Permission Required for Reuse) Copyright Pam Noreault 2012• Please share your successes and your frustrations with me

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