SDL Global Collaboration with Technical Publications
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This document discusses SDL's LiveContent solution for managing technical documentation and customer information across multiple channels. It describes the key steps in SDL's process for engaging customers, which includes creating structured content, distributing it for review and collaboration, revising based on feedback, updating related publications like knowledge bases and datasheets, and finally reviewing the content before release. An example workflow is provided showing how various stakeholders can contribute to and provide feedback on updated content.
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SDL Global Collaboration with Technical Publications
- 1. SDL Proprietary and Confidential Global Collaboration with Technical Publications Information Development World October 23, 2014 Chip Gettinger | VP Solutions | cgettinger@sdl.com | @cgettinger
- 2. 2 Steps Toward Engaged Customer Information Experience Aware Structured Collaborative Transformative Engaging
- 3. 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. 4 SDL LiveContent 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
- 6. 6 walt@robot-x.com Subscribed to our mailing list Got a tablet month ago ADAPTIVE TO MY CONTEXT UNDERSTANDING YOUR CUSTOMER IS ABOUT UNDERSTANDING HIS CONTEXT. 52 years old Field Engineer Prefers content in English Location: New York Supports a few large customers
- 7. 7 Walt engages with lots of different people Tyler, the senior writer Julie, Product Marketing Derrick, Support Engineer Mary, Training Department
- 8. 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. 9 Derrick Responsible for maintaining the companys 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 Tylers team Publications Disassembly Self-Service Knowledgebase Troubleshooting Guide
- 10. 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. 11 Mary Primarily focused on training tutorials and video content Tasked with helping customers learn about the product Interested in leveraging benefits that Tylers team has had with structured content Wants to integrate and blend training content with other publications Publication Video Walkthroughs Training Tutorials Certification Program
- 12. 9AM: Create
- 13. 13 Demo New product update October 31 Tyler coordinating content updates Identify topics for reuse Review and collaboration with field
- 15. 15 Demo Tyler publishes update SDL LiveContent Review and Collaboration Kicks off internal review
- 17. 17 What does Walt care about?
- 18. 18 Walt only wants to give feedback once
- 19. 19 Walt adds a comment
- 20. 20 Everyone can see the comment
- 21. 21 The Tech Pubs Team is notified
- 22. 22 Tyler accepts comment
- 23. 23 Demo Collaboration between Tyler and Walt Resolve missing and erroneous information in content updates
- 24. 12:30 PM: Revise
- 25. 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
- 27. 27 Demo Julie reviews new content, finds a mistake Since she is an SME, he fixes and lets Tyler know
- 29. 29 Demo Derrick updates a knowledgebase topic with new content Adds a comment for review by Tyler
- 30. 1:30 PM Review
- 31. 31 Demo Derrick reviews additional comments, makes final corrections and updates
- 33. 33 Demo Manager wants Derrick to check status on all comments Readiness to release the product
- 34. Global Customer Experience Management Copyright 息 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.
Editor's Notes
- #18: TPS report from office space