Transforming Customer

Communications

Quark Software Inc.

Agenda

Customer

Engagement Why Quark?

Questions and

Next Steps

Quark

Publishing

Platform

What We Do: Enterprise Dynamic Publishing Solutions

Customers

Partners

Employees

We help our customers

communicate with their:

We Help Customers Shift

From This: To This:

We Help Customers Move

Print

Web

Mobile

Tablets

E-readers

Future?

Print

Web

Customer Communications

In the Mobile Device Era

Tablet and Smartphone Market

• PC market will grow 0.7% in 2012 compared a growth of

91.7% in 2012 for tablets*

• 1 billion consumers with smartphones or tablets by 2016±

• Piper Jaffray Investment Research see Apple retaining

majority share of market over next 3 years

• Windows will ramp in 2014, gain almost a 30% share of

tablets by 2016°

*Morgan Stanley

°Forrester Report: Windows: The next Five Years

Tablet Usage

77% use their tablet every day*

Tablet users spend an average of

13.9 hours a week on their device**

• The Small Business Association finds

45% business owners say next tech

purchase will be a tablet, with laptops

second at 41%

• 29% of hardware decision-makers said

that tablets were standard issue for executives; 15%, for non-

sales heavy travelers; 13%, for IT employees; 10%, for sales°

*Pew Research

**Online Publishers Association

°Forrester Forrsights Workforce Employee Survey, Q3 2011.

0

50

100

150

200

250

300

2013 2014 2015 2016

73

119.8

188.9

287.9

(Bill

ion

s)

App Downloads

Gartner, InfoWorld, September 2011

Huge Projected Growth in Apps

C-level execs will officially name

customer experience as a top

strategic priority.

Kerry Bodine,

2012 Customer Experience Predictions, Forrester

What Drives Outstanding

Customer Communications?

Superior

Customer

Experience

IMMEDIATE

Create

Manufacturer

Hardware

App Store

The Fragmentation Challenge

Geography

OS

Doing all of this for multiple output types…….Cost-prohibitive!

Creating content = Expensive!

Managing content = Expensive!

Publishing content = Expensive!

Delivering content = Expensive!

This Has a Business Cost

Businesses are Ill-equipped to

Meet These Expectations Content is unstructured

No single source of truth

Adhoc publishing processes

Too many manual tasks and

independent teams

Automation or design – never

both

Requires ‗specialists‘ in every

area

Mass produced content

Need to do more with less time

and cost

Introducing:

Smart Customer Communications

Quark Publishing Platform Solves the

Customer Communications Challenge

Superior

Customer

Experience

IMMEDIATE SOCIAL & DIGITAL

SINGLE SOURCE OF TRUTH

AUTOMATED

Design templates for multiple

publications

Author structured content

Integrate to 3rd party data sources

Incorporate graphics/audio/visual

content

Automatically assemble components

and multi-media into layouts

Automatically publish to multiple formats

Incorporate XML content streams

A platform for complete, end-to-end publishing Based on a set of core capabilities and modules — from content creation to

integration with third-party systems and services, to automated, multi-

channel delivery

Workflow and collaboration

Review and approval

Task/review notifications

Content, design update notifications

XML component management

Automated checks

Version control

Integration with ECM

Automatically deliver to mobile

devices

User and role-based content

targeting

Automatically package and

deliver to system of record

Single-source Value:

Cost and Time Savings

• External Authors

• Internal Authors

• Formatting

• Self-review

• Updates

• Review

• Q/A

• Updates

• Index

• TOC

• Links/Cross

Reference

• Layout

• Formatting

• Conversion

35% 25% 15% 25%

With automated processes

100%

Create Editorial/Review Assembly Publishing

50%

Single-source Value:

Cost and Time Savings

• External Authors

• Internal Authors

• Formatting

• Self-review

• Review

• Q/A

• Updates

• Index

• TOC

• Links/Cross

Reference

• Layout

• Formatting

• Conversion

Create Editorial/Review Assembly Publishing

50%

With content reuse

25%

With automated processes

Single-source Value:

Cost and Time Savings

Create Editorial/Review Assembly Publishing

25%

With concurrent processes

15%

Benefits of Dynamic Publishing*

Process Improvements

Speed delivery Up to 85%

Increase employee productivity Up to 30%

Reduce amount of redundant content Up to 50%

Cost Reduction

Reduce publishing process costs Up to 75%

Reduce printing costs Up to 50%

Reduce translation costs Up to 30%

*Based on customer implementations,

analyst studies, and conference material

Unstructured Content

Structured Content

Smart Content

Semantic Meaning

Logical Structure

Flat Text

Manual Processes

Partially Automated

Highly Automated

Source: Gilbane Group

Higher Value Multipurpose Content

Medium Value Repurposed Content

Lower Value Specific use Content

Must Have Smart Content

Must Have Smart Content

What is smart content? Knowledge-captured, media-independent content

components

Can be assembled for different publications and audiences

Why is it important?

Foundation for automation

Enables:

Content reuse, repurposing of information

Use of metadata, discoverability

Personalization

Smart Content Example

Content Type Words Smart Content

Financial Services Report

“Microsoft has released Windows 8 Surface RT tablet to compete with Apple and Google”

<investment-news type=“product release” date=“2012-10-26”> <company tkr=“msft”>Microsoft</company>has released <product uri=“www.Microsoft.com/surface”> Windows 8 Surface RT </product> tablet to compete with <company tkr=“aapl”>Apple<company> and <company tkr=“goog”> Google</company>

What can be done?

Can be manually styled. Can be read by a consumer.

Can be automatically formatted for different devices and audiences. Can be automatically enhanced with interactivity such as pop-up thumbnails of product page, live stock ticker information for each company, links to latest related news items regarding product releases, and more.

Smart Content in Action

Design “Chrome” and Formatting (from template)

Protected Legal Text Brand Consistency

Database Data

Reuse

Graphics and Multimedia (slide show or video for digital)

Personalization

XML Authoring User Experience

It all starts with the author

Users are not interested in

the technology

Improve Productivity

Limit ―manual styling‖

Structured Authoring

Fine-grained Knowledge

Capture

Output Smart XML

Components for Reuse

and Automation

Digital Publishing Process

XML Author

QuarkXPress Quark Publishing Platform

App Studio Portal

Customer‘s App

How it works

Quark Publishing Platform

WEBCLIENT

Quark Publishing Platform

CLIENT

QuarkXPress

ENTERPRISE

EDITION

Quark XML Author

CONTENT

PHOTOS

MULTI MEDIA

DATA

CREATIVE

SUITE

WEB CMS

IBM CMS

DITA OTK

ANTENNA HOUSE

Quark Publishing Platform

APP DELIVERY SERVER

Quark Publishing Platform

SERVER

Content creation

Component Management

Dynamic Assembly

Automated layout

Automated output

Reuse

Repurposing

Workflow

Repository

Delivery

PDF

eBOOKS

PRINT

RSS

eMAIL

APPS

Quark Publishing

Platform

RENDERER

EXTERNAL SYSTEMS

Platform Capabilities

DIGITAL

Publishing

Delivery

Analytics

MULTI-CHANNEL

PUBLISHING

COLLABORATION

Publishing Workflow

Review

Approval

CONTENT

REUSE

AUTOMATION

Layout Automation

Publishing Automation

CONTENT

MANAGEMENT

STRUCTURED

AUTHORING

BUSINESS

SYSTEM

INTEGRATION

Built Using State-of-the-art

Standard-based Technologies

WEB CONTAINER

IBM WEBSHPERE

ORACLE WEBLOGIC

APACHE TOMCAT

REPOSITORY

ADAPTER

DATA ACCESS

ADAPTER

WEB

CMS

ANTENNA

HOUSE

DITA

OTK

MICROSOFT SHAREPOINT

WORK IN PROGRESS

MS SQL

SERVER ORACLE WWW PDF RSS PRINT eBOOKS

APPS

eMAIL

ME

SS

AG

ING

LA

YE

R

(active M

Q)

PUBLISHING

SERVICE

SPRING IoC CONTAINER – POJO SERVICES

Custom Service 3

Custom Service 2

Custom Service 1

Content

Service

Metadata

Service

Indexing

Service

Collection

Service

Query

Service

Script

Service

Privilege

Service

SP

RIN

G S

EC

UR

ITY

/ J

AA

S

EXTERNAL

SYSTEMS

DE

SK

TO

P

CLIE

NT

S

CUSTOM CLIENT

QUARK XML AUTHOR

QUARKXPRESS

ENTERPRISE

EDITION WE

B C

LIE

NT

S CUSTOM PORTAL

WEB CLIENT

WEBMVC

COMPONENTS

MO

BIL

E C

LIE

NT

S

CUSTOM iOS

GATEWAY iOS

STARTER APP

SOAP INTERFACE REST INTERFACE

Ke

rbe

ros /

NT

LM

L

DA

P /

Active

Dir

ecto

ry

RENDERER

SERVER

MANAGER

SUBRENDERER

SUBRENDERER

SUBRENDERER

SUBRENDERER

Features that Deliver Customer Value

Quark

Products • Structured Authoring

• Cross-Media Design

• Brand Management

• Publishing automation

• Digital publishing

• Founded 1981

• Denver headquarters

• 30-year leadership

• Global Footprint

• Track record delivering

enterprise solutions

2011-2012

Successful Customers

Publishing Magazines, Newspapers,

Books, Printers

Research reports,

Customer communications

Financial Government Intelligence, Legislation,

Regulation

Manufacturing Technical documentation,

marketing materials

Strong Partnerships

Questions?

Thank You