[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]

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The incremental steps towardsdynamic and embedded content delivery

Noz Urbina, Consultant

noz.urbina@mekon.com

@nozurbina

Join us for Congility 2014

June 18-20 near London, UK

www.congility.com

Noz Urbina

~ Consultant/Trainer for Mekon Ltd.– Content strategy, Technical Communications– 10 years in content and mark-up– Author– Chairperson for Congility Events (congility.com)

Congility 2014

Join us for Congility 2014 June 18-20 near London, UK!

~ 1 day of workshops~ 2 days of conference with 3 tracks to

choose from

www.congility.com

TECHNICAL COMMUNICATION

Why do we need to change?

A TechComm Content Strategy

“Making accurate, best-in-class manuals, help and tutorials available to our clients in the format of their choosing.”

Blech.

It’s not about manuals, single sourcing or even content.

“Transfer contextually relevant product knowledge to staff and customers such that we increasing customer satisfaction and drive repeat business”

TechComm Content Strategy Metrics

~ Improve our results on customer satisfaction feedback

~ Increase profit margins by increased efficiency...

~ Raise brand profile by publishing our content online...

~ Drive revenues by streamlining access to appropriate content in the pre and post-sales phases...

The Right List

~ Right content~ Right format~ Right language~ Right time

Tackling The Right List

~ Embedded UA~ Dynamic Delivery

EMBEDDED USER ASSISTANCE

Because they never wanted a manual in the first place!

~ Brings the manual content to the user ...Delivers help content directly inside

hardware or software user interfaces

...At the location and time it’s most relevant.

eUA, EmHelp, UAP, mini-help

~ Terminology seems to be evolving~ Integral part of the application

– Still owned by the authors~ Minimalism is King

– Limited real estate– Consumed at a glance (then back to work)

~ Pop-ups are evil(?) – Scratching the surface of eUA– It’s NOT Clippy

AutoCAD

Ableton Live

~Ableton Live delivers two types of embedded help in their UI– Info View–Help View

Info V

Help View

Ableton Live

5 year

problem:

My Mom’s Kitchen:

The fuses blew regularly, so her

microwave always showed the wrong

time. Until I (finally) embedded the

help in context, where it was needed.

Benefits of eUA

Why is it better than PDF, Tripane or Context sensitive Help?~ Doesn’t break user context

– Proactive in giving help– Not waiting for frustrated user

~ Speed– Your software or device is to help them do their day job

~ Learning tool – For users and for you! Monitor their usage of content.– Users never wanted to read manuals in the first place!

Pitfalls to Avoid

~ Department silos – budgets, timelines, culture~ Interacting with developers~ Consistency of terminology and language~ Translation-readiness in the UI

CONTENT SUITABLE FOR EUA?

eUA Suitable Content

~ UI item descriptions~ Field validation guidance (number or date formats;

where the user can find the data; banned characters)~ Concept short descriptions~ Terminology / Glossary~ Wizard introductions~ Lists of related help tasks

~ Many can be reused to/from the traditional help/manuals.

DYNAMIC DELIVERYSo what is it really?

Dynamic Delivery quotes

“user gets to assemble content that is relevant to them at the time of publishing”

“a web site delivers content tailored to my information requests, and remembers the things that I'm interested in”

“publishing at run-time, based on end-user request”

“ability for an end user to narrow down or select what they want to see”

Dynamic Delivery can mean …

~ On demand~ Personalised/Persona-based~ Situation-aware~ Adaptive content

Meaning for today

Dynamic delivery is … providing contextually appropriate content to users based on their current need and situation*

*situation and context we can use interchangebly

Benefits of dynamic delivery

~ Removes boundaries imposed by static publications

~ Encourages modular approach to content authoring

~ Enables new relationships among content objects

~ Meets the growing demands of customers to get the content they need

Pitfalls to Avoid

~ It’s a specialised application. Make sure to get the right skills

~ Structured content is much more appropriate~ Sometimes lots of hoops to jump through to

get a server set up in the IT infrastructure

DYNAMIC, EMBEDDED UAHow do we get there?

Dynamic Content Lifecycle

Product

“Other”

Content

Server

New!New!

Mobile

Device

Embedded

“In-App”

GETTING THERE: THE STEPS

Steps Towards Dynamic Embedded UA

1. Audience Analysis > Personas / User Stories– Review who we’re talking to and what they need

2. Modularity & Typed Content– Break up content for more flexible delivery

3. Taxonomy– Establish clear labelling systems

4. Metadata (Semantic Content Modelling)– Get more strict about module content (Embed it)

5. Content Server – Serve it dynamically

#1 AUDIENCE ANALYSISPersonas and User Stories

Personas

~ Personas concentrate on: – What a user does– What frustrates the user– What gives the user satisfaction.

~ A narrative that describes:– A person's typical day and experiences– Skills, attitude, background– Environment, and goals– Motivations, expectations, aspirations and

behaviours.

~ Personas bring the ‘user’ to life

http://bit.ly/7coreUXsteps - Jeff Sauro

Developing Personas & User Stories

~ Surveys– Internal and external

~ User interviews~ On-site visits~ Client workshops~ Heatmaps

DISCUSSION – WHO ARE YOUR USERS?

Who are your internal and external customers?

Example Customers

External~ Future customer~ Existing customers

– End users– Developers

~ Registered user~ General public

Internal~ Engineers -

Service/Field/Support~ Consultants~ Developers~ Trainer~ Authors~ SMEs~ Sales~ Marketing

Current Situation?

~ What product are you using?~ What is your goal?

~ Other situations?

Current Situation? – continued

~ Who are you?~ What is your experience

level?~ What are the

physical/environmental conditions

~ What content consumption method are you using?

~ What are you doing?~ Where are you?~ What did you do?~ What version are you

using?~ What language do you

prefer?

User Stories

I’m an end user. How do I install the PrintJet2050 on Windows 8?

I’m a support technician. How do I troubleshoot a PrintJet2050 that is not recognized on Windows 8?

I’m an end user at home. How do I install the PrintJet2050 on Windows 8 without admin privileges?

User Stories

I’m a service engineer onsite at St. Heliers Hospital trying to repair an MRI scanner but can’t find the answer I need in my iPad documentation. I’ve called into a support technician to help.

What connection do they have?What else can the support technician access?

Benefits of user stories

~ Identifies– Metadata requirements– Content requirements– Reuse opportunities

~ Aligns team around a specific set of goals

Pitfalls

~ Take time and resource~ TechComm often not given client access easily

#2 MODULARITY & TYPED CONTENT

Modularity

Original Flow New Scenario

New Audience

NewPlatform

Does your content have the necessary agility?

Module Types

Just to get you started...~ Concepts~ Tasks~ References~ Glossaries

Benefits

~ Reuse across deliverables~ Focus on minimalism increases consumption~ Easier to manage content for translation~ Send only changed blocks for review~ Clear guidelines about what should go in

certain types of module

Pitfalls

~ Writing for reuse is not easy~ Writers must collaborate more~ “Ownership” is changed

#3 TAXONOMY

Taxonomy

~ Extend labelling systems for modules– Document naming conventions– Module naming conventions– Keyword labels to improve SEO

~ Facetted search~ Basis for content exchange with other

departments/system

Module Types

~ All Types– Advanced– Gold customers– Configuration-

specific– Market-specific

~ Tasks– Install– Diagnostic– Replace– Decommission

~ Concepts– Presales– Learning

~ References– API– Safety parameters– Error codes

~ Glossaries

Taxonomy

Facetted Search

Personas and Stories to Taxonomy

I’m a diabetic. What is the meaning of error code 7 on my OneTouch blood glucose meter?

– Error codes

I’m a potential customer researching what GPS chipsets meet the XYZ standard?– Stages in product development or sales cycle– Industry standards– Technical specifications

I’m a developer. How do I retrieve a list of publications for the current user using the web services API?

– API information types, methods & properties

I’m a subject matter expert reviewing a document. What content has changed since the last released version?

– Version history– Workflow status

Benefits

~ Speak with a common language~ Increase quality of translations~ Improve online search-ability

Pitfalls

~ Politically difficult to establish~ Management often don’t “get it”

#4 METADATA (SEMANTIC CONTENT MODELLING)

Metadata & Semantics

Metadata~ Defined as – data about other data~ Provides a way of further describing an object

Semantics~ Gives meaning to content

<step>Press the <uicontrol>Print</uicontrol> button<clause>The <act>Food Safety Act 1990</act> states that … </clause>

The basis for Adaptive Content

Adaptive Content

~ Content designed to adapt to multi-channel multi-format and progressive enhancement / disclosure situations

~ Can be: – Transformed– Filtered

~ Because it’s got:– No presentation

information!– Structure– Rich metadata– Built-in, in-line

semantics

Traditional Content

~ Traditional content is marked with semantics on the document or block-level, or sometimes not at all

Adaptive Content

~ Adaptive Content puts semantics on the content itself. This enables Contextually-Appropriate Experiences

IBM Model

~ Michael Priestly, IBM

Break down each user story …Persona

Question (how, what, why …)

Action

Current Situation

… into to key information …Persona• a

udience

Question• c

ontent type (task, concept, reference, faq)

Action• c

ategory

Current Situation• p

roduct info, device, OS, codes

EXERCISE – MARKING UP AGAINST A CONTENT MODEL?

Who are your internal and external customers?

Semantic Content Modelling

Benefits

~ Content becomes free from constraints of static outputs

~ Indexes!– Dynamic delivery is all about the indexes you create– Keywords, classifications, terms, product info, audience,

content types …~ Relationships between indexes and from indexes to

taxonomies– Using the indexed subjects for a topic, we could find

~ Related glossary terms~ Related publications~ Articles in a CRM

Pitfalls

~ Letting go of formatting is hard for some authors– Team roles become more specialised

~ Legacy migration needs careful consideration~ Project scoping and roll-out is essential~ Going without a CCMS is risky for larger or

complex projects

#5 A CONTENT SERVER

Dynamic Content Lifecycle

Product

“Other”

Content

Server

New!New!

Mobile

Device

Embedded

“In-App”

FRAMEWORK

ONLINE HELP – APPLICATION

PDToolkit

Automated PDToolkit DITA Content stubs

http://ditaweb.com/asd?clsName=racetrack&property=coordinates

ONLINE HELP – WEB-BASED

ONLINE GLOSSARY

Subject Scheme and Classification

Subjects HierarchyProducts

ShopReport XReport YShelf Review…

Solution AreasPlanning a promotion…

MarketsUSUK

Topics Classified in DITA map

Widgets

TOC Widget

Content Widget

Term Widget

Definition

Widget

Search Widget

More widgets

Subject

Scheme

Widget

Where Used

Widget

Content Widget

Lots of widgets

Benefits - The Right List is Addressed!

~ Right content~ Right format~ Right language~ Right time

Pitfalls

~ Waiting for delivery solutions– Cost of home-grown solutions

~ No best practice in approach~ Difficulty understanding the challenges

– Practical– Financial

~ Organisational silos ~ Varying formats

Final Take-Aways

~ The customer doesn’t care about your org chart

– They just want their answer so they can get move on

~ We are responsible for the whole CX

~ Communication of knowledge is the focus, the

deliverables are a means to an end

– Focus on task-oriented content services and applications

– Your content exists to support their tasks

[Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]

Technology

Transcript of [Workshop] The incremental steps towardsdynamic and embedded content delivery [Tekom 2013, Urbina]

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