Challenges in Global Content Creation:

Setting up Acrolinx Process and Target Metrics at KONE

Petri Ahola

Senior Information Designer, KONE

Hanna Heinonen

Information Designer & XDOC Key User, KONE

2Speakers

Hanna Heinonen

Information Designer and Key User at KONE Corporation

Technical communicator since 2001

Pursuing a Ph.D in Interactive Technology at Tampere University

Petri Ahola

Senior Information Designer and Acrolinx Administrator at KONE Corporation

Technical communicator since 2002 B.A. in English Philology at Helsinki

University

KONE Corporation

4KONE today

KONE is a global leader in the elevator and escalator industry. We are here to make cities better places to live

We offer innovative and sustainable new equipment solutions, ensure the safety and availability of equipment in operation and offer modernization solutions for aging equipment

Founded in Finland in 1910 Over 57,000 employees Over 450,000 customers Net sales EUR 9.1 billion in 2018 Listed on the NASDAQ Helsinki since 1967

A typical working day for KONE

~ 450 unitsdeliveredevery day

Over 1.1 millionunits in service

400-500orders booked

~ 70,000maintenance

visits~ 400,000customers

served

Operationsin over

60 countries

~10,000packages throughour distribution

centres

6KONE Technical Documentation

Hyvinkää, Finland

KunshanShanghai,China

Moline, USA

Chennai, India

~70 authors creating content globally

7So much tech!

Setting up Acrolinx process

9Authoring assistance in 2015

Termbank (MOT)

Style guide (PDF)

Technical writers guide (PDF)

Illustrators guide (PDF)

10From PDFs to proper authoring assistance

Acrolinx selected in 2016

Goal was to combat three challenges: Content quality Consistency Common standards for the global community

11Setting up Acrolinx

Style guide converted to rules in co-operation with Acrolinx

Out of the box grammar rules reviewedby KONE

Terms uploaded to Acrolinx databaseby Acrolinx

Administrator training by Acrolinx

PROD and QA servers

12Acrolinx rollout

Official start of collection of baseline data in Feruary 2017

Use recommended to all writers Not mandatory yet Usage monitored

No target KPIs set yet

Acrolinx average score September 2017: 76

Very simple guidelines and analytics in use

Administration and target setting

14Motivation for target setting

Continue Acrolinx rollout by increasing usage

Involve and engage users to develop guidelines

15Acrolinx administration process

Global terminology teamGlobal TW team

Style guide Terminology

TW lead aslinguistic

admin

Term leadas

termadmin

Acrolinx guidelines and terminology

Acrolinx

Owner

16Guideline and terminology feedback process

TW team lead = AcrolinxAdministrator

TW team

TW

Acrolinx guidelines

Feedback channel

17Official global KPIs

2017: Not set2018: 79 (result 81.1)2019: 85

2017: Not set2018: 15,000 / year (result 17,000)2019: 20,000 / year

18KPI observations at KONE

Common targets are positive High checking activity Improved global consistency Improved global communication

(active TW forum)

Individual (bonus) targets can be negative”Why am I punished by Acrolinx…?”

19Next targets?

Number of checks cannot grow every year Amount of content varies annually Amount of authors has impact

Average score 100 is not realistic New product names, new terminology not recognized More advanced guidelines ”lower” the score

-> Team based scores and checking activity(Content Groups)

Thank you!