How to Get Started with a Cross Functional Approach to Content Management - The Complete Project Lifecycle
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The document presents a comprehensive guide on implementing a cross-functional approach to content management, detailing the project lifecycle along with business strategies, ROI determination, and best practices. It includes case studies showcasing challenges and solutions encountered by companies in optimizing content delivery and managing resources effectively. The document emphasizes the significance of structured content and collaborative efforts across departments to improve customer experiences and streamline processes.
How to Get Started with a Cross Functional Approach to Content Management - The Complete Project Lifecycle
- 1. Prepared by © 2008 Lasselle-Ramsay Presented by Prepared for © 2009 Lasselle-Ramsay How to Get Started with a Cross Functional Approach to Content Management – The Complete Project Lifecycle Presenters from Lasselle-Ramsay Joan Lasselle, Tom Voltz, and Jana Humphreys
- 2. Welcome! • Today’s event is being recorded – link available in follow-up email • Use Q&A panel to submit questions for Q&A session • Full screen view available for slides • Polling panel
- 3. Our Presenters Joan Lasselle President Jana Humphreys Director of Operations Tom Voltz Technology Manager www.LR.com
- 4. Lasselle-Ramsay Industry Expertise 26 years supporting global 2000 clients with their content infrastructure
- 6. What We Heard • 73% had opportunities for reuse • 44% said information is being developed that is not being used • 54% said customers have a fragmented experience of your company • 49% said they had difficulty keeping content up to date
- 7. Poll – Where are you? Our content management initiative is driven more by technology than business strategy. My company does not work cross functionally to develop content. Our company does not distribute metrics on how much the content is being used (e.g., most used, never used). My company does not have a defined customer lifecycle that all content developers share. Which of the following statements apply to your company? Check all that apply.
- 8. Today’s Presentation • Part One - Business case (Joan Lasselle) • Part Two - Case study (Jana Humphreys) • Part Three - Best practices (Tom Voltz)
- 9. Building the Business Case • Defining the what • Determining the ROI • Map the strategy • Define and communicate the roadmap • Create an action plan
- 10. Defining the What • What are the results you are trying to achieve? – Link to highest-level business objectives – Identify problems to solve – Find opportunities for innovation – Look cross-functionally beyond traditional tech docs • Is structured content part of the answer?
- 11. Determining the ROI • Steps in building the ROI – Build a worksheet to collect data – Develop operational scenarios – Determine cost factors – Create the financial model • Why use an ROI model? – Shorten decision time – Establish success criteria – Understand payback – Defend decisions
- 12. Map The Strategy • Start with the organizational growth • Look at process and technology • Determine what the customer will experience • Determine financial goals: revenue growth, cost cutting
- 14. Create an Action Plan Q1 Q2 Q3 Q4 Customer • Audience analysis and profile • Task analysis • Use cases • Personas • Prepare user scenarios • Identify customer sat measures and process Content • Audit Current/Potential Content • Map content to customer lifecycle • Develop content model • Validate content model Technology • Requirements gathering • Vendor evaluation and selection Process • Map current process • Map future process • Project plan for pilot Team • Identify resources • Evaluate skill sets • Develop communication and training strategy • Complete prerequisite training Objective Complete detailed personas Measure Validated use cases for each persona Target 2nd Quarter Initiative Customer
- 15. Structured Content – A Business Strategy, Not A Technology • Found opportunities for optimization – Customers – Content – Technology – Process – Team
- 16. Medical Device Manufacturer The Challenge • Customer - Critical content not getting to right users • Content Assessment - 600 page User Guide and other documentation in MS Word • Content Development Process – Redundant content developed by multiple departments – Translation in 14 languages, redundant translation – Redundant content was translated each time • Technology – Formatting text for each language was costly – Version control was essential for FDA requirements
- 17. Case Study – Customer Analysis External Customer Personas
- 18. Case Study – Customer Analysis Internal Customer Personas
- 19. Case Study – Conducted Task Analysis Task — User Tasks — Understand workflow • • • • • • • Prepare the system • • Login • • Perform a session for a new case • • Create case information • • Edit or delete a usage profile • • Start & stop recording for a manual run • • Start & stop automatic pullback • • Review run • • Create or delete a bookmark • • Edit a bookmark • • Clinicians Operators SystemAdmin Bio-medTech FieldService Trainer Support Sellers Approvers
- 20. Operator Case Study: Developed User Scenarios Vicki
- 22. Case Study – Completed Content Audit • Inventoried publications and learning components for existing products • Analyzed product requirements and engineering information for future product
- 23. Case Study – Mapped Content to Customer Lifecycle
- 24. Case Study – Found Opportunities to Reuse
- 25. Case Study – Found Opportunities to Reduce
- 26. Case Study – Mapped Content to Customer Lifecycle Deliverables Quick guide • User reference • • • • • DFU submission • Online help system • • • Interactive tutorials & simulations • • • • • • Intravascular ultrasound image guide • • • Training guide for sales • Training guide for trainers (and champions) • Installation guide • • • System admin guide • Support and resources Web site • • • • • • Service manual for customers • Field service manual • Field service Web site • • • Clinicians Operators SystemAdmin Bio-medTech FieldService Trainers, Champions Support Approvers Sellers
- 27. Case Study – Reuse Example
- 28. Case Study – Developed Content Model • Identified content functions (background, procedure, troubleshooting) • Identified content rules for each publication • Identified content elements (specific topics and procedures and troubleshooting tips) • Validated content elements
- 29. Case Study Content Assessment Deliverable – Content Matrix Content Element Function User Manual Setup Guide Service Manual 01. USING THE DEVICE Section 01A. Workflow Subject General Workflow Statement Include Alternate paths to workflow Statement Include 01B. System Setup Subject Component descriptions Statement Include Include Include To connect the motor Action Include Include Include To connect the accessory Action Include Include Include To connect the controller Action Include Include Include To turn on the system Action Include Include Include Caution: Power up sequence Alert Include Include Include Warning: Accessory usage Alert Include Include 01C. Starting a Case Subject To log in Action Include Include To enter case data Action Include Include
- 30. Case Study – Implemented Technology • Put legacy content under version control • Converted legacy content • Created DITA maps for each deliverable • Developed DITA content elements using XMetaL • Used XML content management repository • Customized XSL transformation process
- 31. Case Study - Content Development Process • Built what was needed when it was needed • Prepared style guide • Prototyped output • Defined ownership – Cross-functional development – More granular • Established review processes • Planned for localization
- 32. Case Study – Workflow Example
- 33. Case Study – Educated the Team
- 34. Case Study Results – Published to Multiple Outputs & Languages Quick Reference Materials Localized Content Users Guide
- 35. Case Study Results • Customized content to meet diverse audience needs • Reuse of content across multiple deliverables • Reuse of content through product development lifecycle • Version control – Check in/out for all content elements • Changes mapped to software change request tool, comments included in XML
- 36. Poll – Technology Our company is in a structured CMS (XML) environment. We produce content in multiple outputs (PDF, HTML.) We produce content in multiple languages. Our company does not track the use of our content. Which of the following statements apply to your company? Check all that apply
- 37. Best Practices – Business Case • Business strategy before technology • Key stakeholders believe in it • Share the Roadmap • ROI is highest when the benefits of span multiple functional areas
- 38. Best Practices – Modeling the Customer • Build a explicit lifecycle model • Invest in developing robust personas • Don’t assume you know your customers
- 39. Opportunities for Content Optimization • Reduce • Reuse • Innovate
- 40. Define Technology for Optimization • CMS requirements • XML structures (DITA, DTD, specialization) • Templates for authors • Output technology • Authoring environment
- 41. Optimize Content Development Process • Cross-functional leadership • Style guides • Ownership (more granular) • Workflow changes • Prototype output • Localization plan
- 42. Essential Steps for Team Optimization • Change management • Shared content challenges • Focused hands-on training
- 43. Best Practices – Outsource One Time Spikes Develop Internal Expertise • Stylesheet maintenance and development • Build topic-based structured writing skills • Develop internal DITA “gurus” • Define Customer Lifecycle(s) Use External Expertise • Personas • Content Audit / IA analysis • Initial stylesheet customization • Legacy content conversion • CMS implementation and customization
- 44. Where Are You?
- 45. Beyond the Book and the Class - Using DITA for Training & Support Cart Features © 2005 Boston Scientific or its affiliates. All rights reserved. 12 Tuesday, February 10, 2009
- 46. Questions and Next Steps www.lr.com Joan.Lasselle@lr.com Jana.Humphreys@lr.com Tom.Voltz@lr.com www.justsystems.com sales@justsystems.com 1-866-793-1542