Dont Settle for Lemonade; Give Them Elixir: CCMS Metrics
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The document emphasizes that effective content management is not just an expense, but a crucial revenue-generating tool that can significantly affect a company's success. It argues for aligning documentation strategies with business goals and measuring key metrics such as quality, pain, delivery, and reuse to demonstrate the value of a content management strategy. Additionally, it presents a framework for building a business case to enhance the customer experience and increase company value.
![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](https://image.slidesharecdn.com/dontsettleforlemonadegivethemelixirccmsmetrics-140527075011-phpapp02/85/Dont-Settle-for-Lemonade-Give-Them-Elixir-CCMS-Metrics-2-320.jpg)
![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.
“
”](https://image.slidesharecdn.com/dontsettleforlemonadegivethemelixirccmsmetrics-140527075011-phpapp02/85/Dont-Settle-for-Lemonade-Give-Them-Elixir-CCMS-Metrics-21-320.jpg)
Dont Settle for Lemonade; Give Them Elixir: CCMS Metrics
- 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