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Dynamic XML Publishing Meets Social Engagement


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Presented by Joe Gelb, Suite Solutions,
Dynamic XML publishing makes your content available anywhere, anytime, on any device, in the right format and in any language quickly and effectively. That's a great start, but your customers expect more. Your corporate sponsors do, too!
To maximize your investment in structured content and DITA XML, you need to facilitate quick and easy access to relevant information, enable and encourage audience participation, and build a customer-centered community of content around your products. You need a mobile-friendly social knowledgebase framework that is available whenever, wherever, and however your customers want.
During this presentation, you will learn how to use DITA to build and maintain a subjectscheme model for metadata and classification, enabling quick, goal-oriented, and contextually useful access to documentation, how-to articles, safety information, videos, data sheets, support, and marketing material.
You will also see examples of how a mobile-friendly social knowledge platform with native support for DITA enables community collaboration, allows customers to search, filter and manage relevant information quickly, and dynamically publish chosen content to PDF and ePub formats on-demand.
Presented with the easyDITA Ask the Expert Series: Original airdate 8/29/2012

Published in: Technology
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Dynamic XML Publishing Meets Social Engagement

  1. 1. Dynamic Content Meets SocialEngagementJoe Gelb, Suite Solutions
  2. 2. Who is this guy?Joe Gelb• Founder and President of Suite SolutionsSuite Solutions• Industry Leading Consultant, Systems Integrator, Application Developer• Specialists in DITA and XML Authoring/Publishing Solutions• Focus on Enterprise Intelligent Content• Cross-Industry Expertise • High Technology • Aerospace & Defense • Healthcare • Discrete Manufacturing• Blue Chip Customer Base• Hundreds of Person Years of Experience on Staff
  3. 3. Main Topics• What is Dynamic Publishing?• What is Contextual Relevance and why is it so important?• How can Social Engagement help?• How can the DITA Classification and Subject Scheme enable context?• How can a Social Knowledgebase platform enable you to provide Dynamic Enterprise Intelligent Content?
  4. 4. What is Dynamic Publishing?• Provides people with easy access to contextually relevant information, enabling them to be effective• Harnesses applicable business rules• Leverages automation to assemble a variety of different content types on demand according to each individual’s requests• Quickly renders, packages and delivers the personalized product to the device, format and language of choice
  5. 5. Typical DITA XML Implementation DITA XML AuthoringLegacy Conversion - Tech Docs and Migration - How-to Articles - Training - Service Bulletins XML SME Review CCMS Component Content Management System Automated Publishing Dynamic Docs - DITA Open Toolkit - SuiteShare - DITA Accelerator - Knowledge Portal - Support Portal Web Help Mobile Help Manuals On-demand
  6. 6. DITA XML Implementation with Integration withEnterprise Systems XML Authoring Parts and Wiring - Tech Docs Legacy Conversion and Migration - How-to Articles - Training - Service Bulletins XML PLM ERP / CRM / PLM * ECOs * Drawings Integration * Eng. Docs SME Review Module * BOM ERP * Feedback CMS Content Management CRM System Automated Publishing Dynamic Docs - DITA Open Toolkit - SuiteShare - DITA Accelerator - Knowledge Portal - Support Portal Web Help Mobile Help Manuals On-demand
  7. 7. What is Contextual Relevance?What they need, when they need it.For us to enable our readers to be effective, we care about:• Who is the reader (i.e. audience profile) • Type of user: end user, technician, field service engineer, solution engineer, support professional, sales or marketing person • Security profile • Proficiency level, training received and accredited• What equipment are they operating? version? configuration?• What are they trying to accomplish? What is their goal? • Install? Configure? Troubleshoot? • Make a purchasing decision?• Other parameters: • Physical location, environmental conditions• What device are they viewing the information on?
  8. 8. The challenge for the informationconsumerQuick access to useful information: Examples• I’m a service engineer. How do I install the 2400S Valve with ProLink protocol using an AMS Device Manager controller version 10.5?
  9. 9. The challenge for the informationconsumerQuick access to useful information: Examples• I’m a support professional at a call center. How do I troubleshoot a Samsung Galaxy S2 smart phone that fails to synchronize on a Dell laptop running Windows7 Home Edition?• I don’t know what I am. But I just want to… Update maps on my Garmin Nuvi 2350 GPS using bluetooth while I’m on my trip to Europe
  10. 10. Business RulesWhat information do we provide? How? When?• Who gets access to what information • Internal readers vs. customers vs. publically available • Level of service the customer has purchased • Security profile • Level of training and proficiency • Geographical location• How customers are using our products• What solutions our company provides, what products and services can be offered to provide the right solution• Protocols, operating systems, platforms our products support• Safety and environmental considerations
  11. 11. Our challenge as information developersEmploy effective methods and tools for authoring, managing and publishingour content• Structured and modular topic-based content is a great start• CCMS with automated publishing and style sheetsWe still need effective ways to “mark-up” our content• Categorize the content: for what is it applicable? For whom? When?• Provide links to other relevant information• Leveraging other experts in and out of our organizationBut: we can’t spend all our time “tagging up” the content. Or it just won’t get done.
  12. 12. Approaches to categorizing contentMetadataApplying metadata to our content: topics and mapsSubject classificationBuild a knowledge model of our domain – the subject matter which ourcontent comes to express – and apply it to our contentHow about using conditional attributes?Not an effective approach:• Based on model of “excluding” irrelevant content on any level• Used for filtering, not retrieval• Filtering operation is generally done during publishing• Setting filter criteria would be much more complex if conditional attributes were loaded with categorization information
  13. 13. What is metadata?Source:
  14. 14. What is metadata?Metadata is “data about data”It describes the nature of a publication or topic:What is this information applicable or effective for, when and for whoExamples:• audience• category• keywords• product info • versions • product name, brand, component, feature, platform, series• othermeta• dataCan specialize new elements
  15. 15. What is metadata?OK, but:• How can relate this to the Device controllers? And the version? And the vertical solutions where it can be used?• What happens when my device gets supported by a new controller?
  16. 16. What’s wrong with metadata?Metadata can categorize my content, but:• There are a limited number of metadata elements Yes, we can specialize, but it can be unwieldy to change DTDs to correspond with a growing, robust information model• Difficult to relate the content to other contexts• Even so, if the content becomes related to new contexts, it would require constant updating of each topic• We may not know all the contexts where my content will be used• Perhaps not all of the content is in DITA• Best practice: maintain the categorizations and relationships outside the contentIntroducing: DITA classification and subject scheme But first, some background….
  17. 17. What is Information Architecture forContent?• Method for organizing content resources – text, media – into an overarching knowledge model• The knowledge model is created and maintained separate from the actual content – like creating a global index• “Allows us to provide access to the information based on the model of the knowledge it contains” Steven Newcomb• First level: Organization of content by hierarchy and relationships• Next level: Organization of subjects, and relating content to those subjectsSubject: thing, entity, idea or shared understanding of something
  18. 18. What is the DITA classification andsubject scheme?Subject Scheme• Used to define sets of controlled values for classifying content• Subjects are defined in a subject scheme map• Subjects are organized in a hierarchy (taxonomy)• Relationships between subjects are defined using relationship tables• The subject set can evolve to adapt to new situations and contextsClassification• Used to identify subjects in the content based on the subjects defined in the subject scheme map• Topics are classified in maps, not in the topics themselves
  19. 19. Subject Classification Scheme “Subject Classification with DITA and SKOS,” Hennum, Anderson and Bird, October 2005
  20. 20. What is the DITA classification andsubject scheme?Subject schemes can be modular and distributed:• Business units can develop, maintain and utilize parts of the taxonomy that are relevant to them• SMEs can classify the content, not only the content developers• Allows you to classify content that you do not controlCan be drawn from other enterprise systems and databases:• Corporate ECM and taxonomies• CRM – customer relationship information• PDM / PLM – engineering data• Parts catalogs and ordering systems
  21. 21. Subject scheme mapssubjectScheme map• Specialized DITA map• Defines a collection of subjects rather than topics• Comprised of nested subjectdef elements• Can specify the type of hierarchical relationship • hasInstance • hasKind • hasPart • hasRelated • hasNarrower
  22. 22. subjectScheme Example
  23. 23. Subject RelationshipssubjectRelTable: relationship table• Establish relationships between subjects• Examples: • User-type and Product • Product component and Function• For troubleshooting and support: • Symptom and Component
  24. 24. Subject Relationships ExampleHeader
  25. 25. Subject Relationships ExampleRelations
  26. 26. Classify Topics by SubjectsubjectRef• Identifies subjects that classify the topic• Classification done in maps
  27. 27. Associate Topics with SubjectstopicSubjectTable: relationship table• Establish relationships between topics and subjects• Tools can then retrieve content relative to a combination of subjects• First column is reserved for references to content• Subsequent columns are reserved for subjects that classify the content
  28. 28. topicSubjectTable ExampleHeader
  29. 29. topicSubjectTable ExampleRelations
  30. 30. Social EngagementHow can it help?We can’t be everywhere at once• We know about our own products: how they work, how to install them, configure them, etc.• We dont know all the potential use cases for our products• We dont always know how our customers will be using our products, how they will be integrated into larger systemsSocial Engagement can help• Build up the knowledge base with contributions from the field: how-to articles, tips, videos• Improve the quality and timeliness of the knowledge by allowing readers to make comments• Signal approval and relevance using "Like“• Users spread the word to others who may find the knowledge useful• Collect metrics on what content is accessed, how often, by who
  31. 31. Can a Wiki Provide Effective SocialEngagement?How can Wikis help• Allows information to be provided on a modular basis• Allows customers to modify the content themselvesWhy Wikis are not enough• No easy way to extract changes made on the wiki and incorporate into the source content set• No easy way to control and authorize changes• Comments and articles submitted by one customer may not be relevant to all customers: wikis do not allow contextualization• Does not allow customers to build their own documents and training from multiple content modules• Difficult to customize the format and usability of different types of content; it all looks and behaves the same• No way to make content interactive
  32. 32. Social KnowledgebaseDynamic Enterprise Intelligent Content• Variety of content: documentation, videos, how-to articles, safety information, data sheets, marketing material• Subject filtering: leverage subject scheme to enable quick, goal-oriented access to contextually useful content• Personalized docs: allow readers to assemble content on demand and render to PDF for print and ePub for offline mobile access• Audience Participation: allow your audience to add new content, make comments on existing content, express approval, and easily share content with others
  33. 33. Let’s see it in action[SuiteShare DEMO]
  34. 34. Hmmm, this looks interesting… For additional information, contact: Joe Gelb U.S. Office EMEA Office (609) 360-0650 +972-2-993-8054