Download - Stc collab
Engaging Technical Publications with Solutions Engineering, Education, and Support
Ben ColbornManager, Technical Publications
Collaboration
Background
4
Storage Network
SAN
Scale-out Servers
Power of Convergence
Converged compute and storage for virtualized environments
5
Organizations
Engineering
Development
Operations Services
6
Content Types
Tech Pubs
•Release Notes•Setup/Administration•Reference•Hardware Replacement
Solutions
•Overviews•Best Practices•Reference Architectures
Support
•Knowledge Base•Field Advisories
Education
•ILT•eLearning•Learning moments
Relationships
8
Content Strategy
Governance
Number of Authors/Publishing Frequency
Education
Documentation
Support KB
Community
Tacti
cal
Strate
gic
Solutions
9
Contribution Flows
Tech Pubs Support
EducationFeedbackNew content
New/updatedcontent
Editing
Content management
FeedbackRequestsDrafts
Solutions
Tools & Processes
11
Documentation/Education Content Sharing
Docs• Reference• Maps
Topics• Concepts• Tasks• Images
Training• Lab exercises• Assessments• Maps
PDFHTMLePUB
PDFPPTHTML
12
Documentation/KB Update Processes
Tech pubs updates docs
Tech pubs publishes docs
Docs published
SRE drafts article
Tech pubs reviews article
Tech pubs publishes
article
SRE requests doc update
Tech pubs drafts article
Dev/QA/PM requests doc
update
KB article published
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Support Portal
SearchKnowledge Base Documentation Solutions
Metadata
14
Internal Search
15
Case Deflection Search
Lessons
17
Challenges
Tech Pubs Support
Education
Solutions
TimelinesModalitiesOrganizational structure
Information architecture
TimelinesGovernanceContent silos
Authoring tools
Content reusability
18
How to engage?
• Offer to help• Not because you have the answer• But because you can derive some
advantage• And leave dogma aside
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What to accept?
• Content silos are here to stay• Different solutions have different
benefits• Breaking down organizational barriers is
hard• Your offers of help won’t always be
accepted
Q & A
