Modular Content Projects: One Size DOES NOT Fit All

transcript

Steve ManningPrincipal Consultant, The Rockley Group Inc.

manning@rockley.com

The Rockley Group Inc.

The Rockley Group sample clients

In this session …

We’ll compare two projects to implement modular content and discuss unique and common issues on the project

Project 1 – Large multinational

Large multinational, primarily US and EuropeGrowing through acquisitionMultiple business software applicationsDistributed documentation teams

Need for modular content

Geography and acquisitions meant many ways of doing thingsTranslation strategy called for simultaneous distribution in 8 languagesWere falling behind on updates to documentationBudgets, notably for translation, were being questionedNo reuse of content, but with plenty of opportunityNeeded to refocus documentation to be customer-centric (and reduce support calls)

Solution

DITAStructured topics for consistency … with some specializationTopics support selective translation processesNew tools … authoring and CMS

Key project activities

Fully managed project with some dedicated resourcesHired resources to manage the project and also to develop DTDs and style sheetsDeveloped a change management plan and activitiesMigrated legacy contentProvided structured documentation trainingProvided tools trainingFormed ongoing committee to review progress resolve issues

Challenges

Both management and writers resistanceDecreased productivity while coming up to speedShort development times overlapping content development timesConverting legacy content -- time consuming and expensiveLearning curve for content design/DITA specialization

Lessons learned

Plan for migration of legacy contentCreate a clear training plan for all aspects of the projectDevelop pilot before wider rollout and troubleshootCreate a dedicated tools teamPlan to rewrite contentTalk to others who have done this sort of project

Project 2 – Small equipment manufacturer

Less than 250 employees in one locationGrowing product catalogRapid company growth

Need for modular content

Over 100 products with similar characteristics/featuresFive writers struggling to keep up

Solution

DITAMinor specialization … will mostly rely on process for consistencyNew tools … authoring and CMS

Key Activities

Analyzed content for fit with DITA standard structuresOutsourced legacy content conversionProvided tools training

Challenges

Lack of infrastructure supportDifferent learning curve for different writers – some struggled adapting to structured writing others did notUsers had a tougher time adapting to the tools than they thoughtHad to rely on vendor for configuration and style sheets Decreased productivity while coming up to speed in new systemBalancing CM project with regular content development in an active/aggressive release cycleJumped in with their first project having a tight deadlineDidn’t have a good plan for converting legacy content

Lessons learned

Don’t underestimate the learning curve of structured/topic-based authoringNeed to address differing learning curvesDo a pilot with non production or low priority contentStyle sheets were an issue and can take a long time/be expensiveHave a clear plan for legacy content conversionHave a clear training plan – understand knowledge gaps to be addressed

Summing up

YesYesContent conversion issues

YesYesIn production now

NoNoProject on time

YesYes (mild)Change management issues

YesYes (mild)Training issues

YesNo Configuration and implementation issues

NoYesCommunication issues

Small startupBig multinational

Note: No technical writes were fired during the making of these projects!!

Our recommendations

Plan carefully

Understand what you are getting intoCareful analysis of your content before you begin will help reduce potential problemsYou will need a thorough plan for converting legacy content Style sheets are not trivial and need trained resources to create and maintain!!

Address the needs of the writers

Address change managementPlan training carefully - be realistic about your own (and those of your writers) capabilities and needsConsider structured authoring training in addition to the tools training

Questions?

manning@rockley.com

www.rockley.com

The Rockley Group Inc.

Steve Manning

http://www.intelligentcontent2009.com

Modular Content Projects: One Size DOES NOT Fit All

Technology