Management loves the taste of high profits. A good content management strategy can lead to lower costs and bigger profits for the organization, but it takes an investment in tools and training to get there. Join this session to learn how to mix up the right metrics to show the potential success of a content management strategy and how to build on those metrics after implementation to show the sweetness of your realized success. For more information, visit www.vasont.com or www.webworks.com.

1. Don’t Settle for Lemonade;
Give Them Elixir
Christopher Ward, WebWorks
Suzanne Mescan, Vasont Systems

2. Document creation/content development/ transfer
of knowledge/ [enter your description here] is
not a business expense.
It is a revenue generating tool.
With today’s consumer,
it can become the
most pivotal asset to a
company’s continued success.
2VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com

3. Why listen to us?
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com3

4. For documentation to add value
back to the company,
procedures must align with
business strategies.
Build the business case for a CM strategy
by measuring pain, building a
detailed business plan, and
presenting the right information to
the right audience.
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com4
Points to remember from our presentation last year…

5. How to mix up
the right metrics
to show the
potential success
of a content
management
strategy
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com5

6. Before you can measure,
you must define
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com6

7. writer’s responsibility noun 1 to provide
a service to the customer on the
company’s behalf
quality noun 1 positive customer
experience
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com7

8. Why does the customer
experience matter?
Documentation can shape
the customer experience,
creating loyalty and adding
value back to the company.
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com8

9. What do you measure?
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com9
Quality Pain Delivery Reuse

10. VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com10
Measure Quality

11. Measure distribution and support call
volume for printed manuals
Measure support call volume and statistics
on audience and views for PDF manuals
Measure web analytics and response from
the audience for responsive web output
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com11
Measure Quality

12. Measure Pain
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com12

13. Measure the time it takes to do everything
and categorize it to see where the most time is
spent
Measure hard costs to see where you are
spending the most money
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com13
Measure Pain

14. VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com14
Measure Delivery

15. VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com15
Measure the number of projects produced
and delivered against the goal
Measure the number of projects delivered
according to the schedule
Measure the number of channels the projects
were delivered to
Measure Delivery

16. VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com16
Measure Reuse

17. VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com17
Measure Reuse
Measure duplicate content that has been
copied and pasted
Measure similar content that may be
inconsistent
Measure reuse in all languages

18. VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com18
Building a Business Plan

19. VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com19
Building a Business Plan
Measures of Delivery =
Progress
Measures of Reuse =
Efficiency
Measures of Quality =
Return
Measures of Pain =
Needs

20. Now that you have all your ducks in a row,
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com20
Present
Your Plan

21. VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com21
Currently we are experiencing these Measures
of Pain.
The over all effect is the decrease or loss in
these Measures of Quality.
What I am proposing is this plan that would
cost [this much].
We have these Measures of Delivery in place
to show the progress of the plan, followed by
these Measures of Reuse to show the
efficiency of the plan.
Our goal is to increase these Measures of
Quality by [this much], returning [this much]
value back to the company.
“
”

22. VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com22
Email: smescan@vasont.com
Website: www.vasont.com
Twitter: @VasontSystems
Co. Facebook: http://www.facebook.com/VasontSystems
Blog: http://cmtips.wordpress.com/
LI: http://www.linkedin.com/company/vasont-systems
Suzanne Mescan
Director of Marketing, Vasont Systems
Email: christopher@webworks.com
Website: www.webworks.com
Twitter: @WebWorksChris
Facebook: https://www.facebook.com/WebWorksChris
Co. Facebook: www.facebook.com/WebWorksePublisher
Blog: http://blogs.webworks.com/christopher/
Christopher Ward
Director of Sales, Quadralay/WebWorks.com