sdl global collaboration with technical publications

SDL Proprietary and Confidential

Global Collaboration with Technical Publications

Information Development WorldOctober 23, 2014

Chip Gettinger | VP Solutions | cgettinger@sdl.com | @cgettinger

2

Steps Toward Engaged Customer Information Experience

Aw

are

Str

uctu

red

Col

labo

rativ

e

Tra

nsfo

rmat

ive

Eng

agin

g

3

Engaging Customer Self-

Service

Dynamic Documentation

Delivery

Knowledge Sharing &

Collaboration

Deliver high quality, multichannel and multilingual help

Publish personalized documentation to any

format

Empower content contributors with easy creation and review

SDL Documentation

4

Delivering quality product content and user assistance anywhere in the world, in any language, on any device.

Versioning, Link and Variation Management, Creation, Approval

Easy Web-based XML Editor

Structured Wiki for Review Dynamic Contextual Customer

Delivery

SDL LiveContent

Meet The Team

6

walt@robot-x.com

Got a tablet month ago

Subscribed to our mailing list

ADAPTIVE TO MY CONTEXTUNDERSTANDING YOUR CUSTOMER IS ABOUT UNDERSTANDING HIS CONTEXT.

52 years old

Field Engineer

Supports a few large customers

Location: New York

Prefers content in English

7

Walt engages with lots of different peopleTyler, the senior

writerJulie, Product

Marketing

Derrick, Support Engineer

Mary, Training Department

8

Tyler

○ Understands structured content, DITA, and the value of technical communication

○ Tasked with informing customers how to accomplish goals with the product

○ Part of the team that successfully deployed SDL LiveContent

○ Works closely with engineering and field teams

Publications• User Guide• Quick Start• Troubleshooting

Guide

9

Derrick

○ Responsible for maintaining the company’s support knowledgebase

○ Tasked with helping customers solve problems

○ Current technology is part of a larger support system

○ Wants an easy way to share content with Tyler’s team

Publications• Disassembly• Self-Service

Knowledgebase• Troubleshooting

Guide

10

Julie

○ Understands that the customer buying journey is cyclic

○ Tasked with converting new customers into repeat buyers

○ Ensures the needs of her customers are met with post-sale content

○ Wants to improve process for sharing content for product datasheets

Publication• Product Brief• Whitepaper• Product

Datasheet

11

Mary

○ Primarily focused on training tutorials and video content

○ Tasked with helping customers learn about the product

○ Interested in leveraging benefits that Tyler’s team has had with structured content

○ Wants to integrate and blend training content with other publications

Publication• Video

Walkthroughs• Training Tutorials• Certification

Program

9AM: Create

13

Demo

○ New product update October 31

○ Tyler coordinating content updates– Identify topics for reuse

○ Review and collaboration with field

10 AM: Distribute

15

Demo

○ Tyler publishes update– SDL LiveContent Review and Collaboration

– Kicks off internal review

11 AM: Collaborate

17

Pain Points• Is engaging with lots of different people in the organization• Never hears back from the feedback he gave• Never knows when a new version of the documentation is released to the field

Goal #1

Spend as little time as possible providing the same information over and over again

Goal #3

Pain Points

Spend as little time as possible on finding the right information, because he is also using documentation for other components for which he isn’t the expert

• Needs targeted and relevant information on a mobile device• Content searches are not effective• There are too many content platforms to interact with

Goal #2

He wants his insights to spread throughout the organization

• Loses a lot of time giving the same information over and over again.

• Rather wants to fix issues in the documentation himself rather than sending emails

Pain Points

What does Walt care about?

18

Walt only wants to give feedback once

19

Walt adds a comment

20

Everyone can see the comment

21

The Tech Pubs Team is notified

22

Tyler accepts comment

23

Demo

○ Collaboration between Tyler and Walt

○ Resolve missing and erroneous information in content updates

12:30 PM: Revise

25

Demo

○ Walt reviews new content, finds a mistake

○ Since he is an SME, he fixes and lets Tyler know

○ He spots other mistakes, but someone needs to research a fix, so he adds a comment

12:40 PM: Datasheet

27

Demo

○ Julie reviews new content, finds a mistake

○ Since she is an SME, he fixes and lets Tyler know

12:55 PMKnowledgebase

29

Demo

○ Derrick updates a knowledgebase topic with new content

○ Adds a comment for review by Tyler

1:30 PM Review

31

Demo

○ Derrick reviews additional comments, makes final corrections and updates

2:00 PM Analytics

33

Demo

○ Manager wants Derrick to check status on all comments

○ Readiness to release the product

Copyright © 2008-2014 SDL plc. All rights reserved. All company names, brand names, trademarks, service marks,

images and logos are the property of their respective owners.

This presentation and its content are SDL confidential unless otherwise specified, and may not be copied, used or

distributed except as authorised by SDL.

Global Customer Experience Management