Don’t Settle for Lemonade;
Give Them Elixir
Christopher Ward, WebWorksSuzanne 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.
VASONT 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.com
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.com
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.com
6
Before you can measure,you must define
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
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.com
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.com
9
What do you measure?
VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
Quality Pain Delivery Reuse
10VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
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.com
Measure Quality
12
Measure PainVASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
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.com
Measure Pain
14VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
Measure Delivery
15VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
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
16VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
Measure Reuse
17VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
Measure Reuse
Measure duplicate content that has been copied and pasted
Measure similar content that may be inconsistent
Measure reuse in all languages
18VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
Building a Business Plan
19VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
Building a Business Plan
Measures of Delivery =
ProgressMeasures of Reuse =
Efficiency
Measures of Quality =
ReturnMeasures 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.com
PresentYour Plan
21VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
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.
“
”
22VASONT SYSTEMS | @VasontSystems | www.vasont.com WEBWORKS | @webworks_com | www.webworks.com
Email: [email protected]: www.vasont.com
Twitter: @VasontSystemsCo. Facebook: http://www.facebook.com/VasontSystems
Blog: http://cmtips.wordpress.com/LI: http://www.linkedin.com/company/vasont-systems
Suzanne MescanDirector of Marketing, Vasont Systems
Email: [email protected]: www.webworks.comTwitter: @WebWorksChrisFacebook: https://www.facebook.com/WebWorksChrisCo. Facebook: www.facebook.com/WebWorksePublisherBlog: http://blogs.webworks.com/christopher/
Christopher WardDirector of Sales, Quadralay/WebWorks.com
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