Moving DITA Beyond The Book - Joe Jenkins
34
Moving DITA Beyond the Book
-
Upload
information-development-world -
Category
Marketing
-
view
260 -
download
1
description
Moving DITA Beyond The Book - Joe Jenkins
Transcript of Moving DITA Beyond The Book - Joe Jenkins
Moving DITA Beyond the Book
Quick Survey
Do you…
Create DITA content
Publish full books in PDF as primary output
Think this is what your customers want
Do you want to…
Move away from static, pre-defined publications
Deliver content to formats and platforms your customers want
Easily create new content offerings from your existing content
Set Your Content Free
Too much information currently “locked” within a book/publication All makes/models
Difficult to find relevant info
eBooks may be newer technology, but still a book
Leverage the intelligencein your content
Challenges of a Book Paradigm
Static publications are quickly outdated and not personalized
Expensive and difficult to maintain Publications in each format, for each product variation
Printing and distribution costs
Additional IT infrastructure and personnel for new delivery channels
Customer Experience Management Customers must use different methods to get information
Inconsistent content across delivery channels
Customers can’t find information they need and go elsewhere
Large PDFs hard to consume on mobile devices
Traditional Content Life Cycle
Create Manage Publish Deliver
Content Life Cycle - Redefined
Create Manage “Publiver?”
publiver[puhb-liv-er]verb1. To make content available without the need to formally publish2. To allow content consumers to pull information needed3. To combine the distinct publish and deliver steps into a single step
Progression of Content Delivery
Maturity of information delivery mechanism
Eff
ect
ive
ne
ss o
f In
form
ati
on
De
liv
ery
Paper Documents
Static, pre-published page-based documents, manuals, guides, etc.
Web, Mobile, Topic-based
Richer media (3D graphics, animation)
Still lots of full publications
Unique tools for each delivery mechanism
Electronic Documents(page-based, e.g. PDF)
Static, pre-published page-based documents and HTML
Paper publications on web
Intelligent Delivery Systems
Suitable for multiple devices
Personalized content
Enables interactivity
EnterpriseSystems
Hydraulic Tasks
Engine Tasks
Overhaul
Inspection
5000 Hour Check
Hydraulic Tasks
Engine Tasks
Overhaul
Inspection
5000 Hour Check
Engine
Valid Parts & Kits
Valid Parts & Kits
Valid Parts & Kits
Alternator
BodyTractor – Model 800
Tires
Transmission
Engine
Valid Parts & Kits
Valid Parts & Kits
Valid Parts & Kits
Engine
Valid Parts & Kits
Valid Parts & Kits
Valid Parts & Kits
Alternator
Engine
Valid Parts & KitsValid Parts & Kits
Valid Parts & KitsValid Parts & Kits
Valid Parts & KitsValid Parts & Kits
Alternator
BodyTractor – Model 800
Tires
Transmission
Engine
Valid Parts & KitsValid Parts & Kits
Valid Parts & KitsValid Parts & Kits
Valid Parts & KitsValid Parts & Kits
Consumer
AnalyticsCustom ManualsFeedback
Equipment
Intelligent Delivery System Components
Technology enablement
Search
Feedback loop
Personalized publications
Content analytics
Interactive content
Technology Enablement
Adapting Content for Technology
Traditionally we’ve adapted technology to our content
Publish PDF and put on internet instead of HTML
Create eBooks instead of apps
Consuming books on mobile devices not always practical
Customers expect to find and consume information on multiple devices
They already do for other personal and business needs
More increasingly on mobile devices
Migration to Mobile
Globally, Desktop remains most popular means to access the web at 64.6%, down from 78% 1 year ago Mobile has grown rapidly from 17.1% to 28.5%
Tablet devices account for 6.8% of internet usage
The use of mobile devices to access the internet has increased by 67% worldwide over last 12 months US mobile internet usage grew 73% to reach 24.4%
UK mobile internet usage grew 69%, to 23.2%
StatCounter, Sept 2014 http://gs.statcounter.com
Platform Usage - Global
Sept 2013 to Sept 2014
Platform Usage – USA
Sept 2013 to Sept 2014
QR Codes
Primarily been used in marketing and advertising
Shift to mobile devices creates great opportunity to leverage for technical content Place on key mechanical systems/parts to support
product servicing
Put on appliances to take you to operatingmanual or replacement parts
URL to select specific information you wantfor the device you are using
Search
Ineffective & Inefficient Searches
No search results equally as bad as too many
Lengthy PDF or other publication can require further searching
Potential to increase calls to Technical Support
Customers may go to competitor web site if can’t find info on yours How long do you stay on a page when you search for
information?
Improve Search and Access
Leverage the intelligence within your content Go directly to a topic based on a search
Metadata in XML can drive search facets, search terms, and weighting for your delivery systems<title>, <keyword>, <metadata>
Need to think about what customers will search on May be completely different than your search index terms
Voice of the Customer
Perform analytics
Feedback Loop
Invaluable Input from Consumers
Input on released content Different than editorial process
Many times, consumer is as knowledgeable as content owners
Incorporate into periodic content update process
Enhance overall content quality
Types of feedback Mark topics as useful or not
Provide additional comments on topics
Annotations
Personalized Publications
Let the Customer Decide
Enable customers to create personalized publications on demand Leverage topic-based DITA content Find and assemble the information they need Rather than you trying to define and publish all
permutations
Maximize investment from existing topics Reach new audiences with subsets of publications Create new content offerings Potential new revenue sources
Content Analytics
Content Analytics
What if you could know… Most read and most valuable topics, driven
by feedback and page visits
Least read and least valuable topics
Devices your customers use to access your content
Geographic and language access data
How much time was spent on a page
Search effectiveness
Better Informed Decisions
Did search return what customer wanted
No results, too many results, incorrect results
Ensure search indexes align with search terms
Reduce content maintenance and translation costs
Update content that is being used, NOT what isn’t
Trends on most popular product lines and desired content types
Once you have the data, you’ll find other uses
Interactive Content
What is Interactive Content?
Dynamic, intelligent delivery of information based on user and/or machine interaction 3D illustrations, animations and video driven by hot
spots
Delivery of mobile/web content based on user inputsDifferent user responses cause different content to display
M2M (Machine to Machine)Readings from machines determine content to be delivered
Integrated data capture provides content analytics
Interactive Delivery using DITA
Specializations to support business rules and UI display Interactive controls (check-box, input field, drop-down, radio
buttons, etc.) Business rules (optional/mandatory, less than/equal/greater
than, value matching, etc.)
DITA Learning and Training supports interactivity lcTrueFalse, lcQuestion, lcAnswerOption, lcCorrectResponse,
lcFeedbackIncorrect, lcFeedbackCorrect lcSingleSelect, lcMultipleSelect and others
Control behavior of content delivery applications from DITA content
Diagnostic Procedure & DITA
Potential Applications
Software Installation Manuals
Diagnostic Manuals and Self-serve Diagnostics Applications
Operation and Maintenance Procedures
Training Material - Certification/Assessments
Manufacturing Work Instructions
Use Cases
Legal Education Provider
Currently creating monolithic XML publications Single use of content
Information locked in current publications
Goals Repurpose content and create new content offerings
Allow customers to build their own “books”
Automate many manual formatting tasks using DITA constructs
Software Provider
Lots of content written in XML, delivered as lengthy PDF manuals
Searches not yielding desired results Too much information
No information
Not what the customer is expecting based on search criteria
Leads to Product Support calls and negative customer satisfaction
Goals Collect feedback and analytics
Apply proper metadata in DITA to pull through to delivery application
Allow customers to create personalized documentation
Exploiting Your DITA Content
Enhance customer experience and satisfaction
Prevent your customers from going elsewhere
Generate new revenue sources
Reduce content maintenance and improve content quality
Reduce publishing and distribution costs
