The Journey to World-Class Content. Rick Timkovich Information Architect

Transcription

1 The Journey to World-Class Content Rick Timkovich Information Architect

2 Global InfoDev and Product Localization Team Over 130 professionals located across the globe Create a variety of technical content: Owner s Manuals, Getting Started Guides Context-sensitive online help Web content Product videos Nearly all content is provided in multiple languages Software localization 2

3 SDL Products at Dell SDL TMS Translation Management System SDL MultiTerm SDL WorldServer SDL Passolo SDL Trisoft since 2009 Upgraded to SDL LiveContent Architect 2013 last year (mid-2013) SDL LiveContent Reach 2013 went into production in February 2014 Second SDL LiveContent Reach environment being deployed now (November 2014) 3

4 What we deliver using SDL LiveContent External Printed documents in box (A5 ISO paper size with A3 coming soon) Online PDF documents (A4 and A5 ISO paper sizes) HTML5-based context-sensitive help and web help Technical product content in XML on dell.com/support EPUB and MOBI (Kindle) outputs coming soon Internal / Partners Training materials for support professionals Technical specifications and reference guides 4

5 LiveContent Reach Implementation Put into production in February 2014 Provides product information as topics in the appropriate language, based on web browser or customer profile PDF of entire book, in the appropriate language, available from any topic (EPUB and MOBI soon) Customers can comment on any topic and rate how accurate, useful, and easy to understand the topic is; content authors get direct feedback on their content Content available regardless of device being used (desktop, laptop, tablet, or phone) 5

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8 How did we get here?

9 Not overnight a multi-year journey

10 First things first 1. Determined who our experts would be and trained them. 2. Worked with SDL and an experienced style sheet vendor (Suite Solutions) to develop our DITA OT style sheets. 3. Identified reusable content (copyright topic, notes, warnings, and caution text) and created them 4. Restricted set of DITA tags available in editor 5. Created detailed installation instructions and specialized training for the writing team Training for new teams provided on site by one or more experts (2 days minimum, usually a week) Screen by screen instructions for installing and configuring Publication Manager, Arbortext Editor, and LiveContent Architect Authoring Bridge. Minimalism and topic-based authoring DITA XML topic types, maps, tags and more tags Many hands on exercises 10

11 Then we started small Started with one line-of-business: Business Client: laptops and desktops and one type of document: Setup Features and Information Tech Sheet (SFITS) typically 5-10 pages with very specific formatting Dell logo, automatically select proper barcode based on metadata and output language, proper pagination, etc. in 30 languages! Mandated that all new SFITS documents had to be authored in DITA XML. 11

12 Oh, and by the way: No variables No conditions No branches No specific reuse No relationship tables No content conversion 12

13 Kept adding more content Added Owner s Manuals for desktops and laptops Added Owner s Manuals for servers Added Getting Started Guides (multiple language PDF) Added Enterprise Software documentation (mass conversion from FrameMaker to DITA XML) Added online help for firmware Added online help for Enterprise Software Added PCI technical specifications, message references, firmware architecture for engineering and partners Acquired Boomi and added web-based help help.boomi.com/atomsphere Acquired Force10 and added networking hardware and software documents Acquired Compellent and EqualLogic and are adding storage hardware and software documents (in progress) Added Learning & Development team (training for support personnel) 13

14 Writers and content became more sophisticated Deliberate and intelligent reuse strategy Using variables for Dell-branded and unbranded documents Conditional content Versioning and branching Relationship tables 14

15 Governance became important Information Architect is the sole creator of conditions Authoring environment managed by Publication Operations (PubOps) group: Representative from each writing group (servers, storage, software, networking, Boomi, etc.) plus style sheet developers and management sponsor Prioritize requests for style sheet changes and fixes Handle requests for enablement of additional DITA tags Ensure consistent styling between different formats (PDFs, SuiteHelp (HTML), EPUB, MOBI (Kindle), LiveContent Reach) Develop requirements for new styles (Release Notes, Tech Notes, Placemats) Testing changes to ensure no surprises 15

16 Where we can go from here Hosted online help through LiveContent Reach Legal Documentation Dell Software Group Technical white papers (currently written by engineers in Microsoft Word and posted as PDFs) Engineering documents Reference Architecture documents Specifications 16

17 Learn from others You are not alone! SDL Innovate and DITAFest/User Day/Success Summit conferences STC, STC conferences, DITA user groups, and other writing resources Network with others: LinkedIn group for LiveContent Architect LinkedIn group for LiveContent Reach Monthly user group meeting for LiveContent Architect Monthly user group meeting for LiveContent Reach and share what YOU learn with OTHERS! 17

18 LiveContent User Communities

19 LiveContent Architect User Group Held monthly on the third Thursday of the month. Noon ET 11am CT 10am MT 9am PT 1700 UTC Conference call and online meeting To request an invite, contact ElizabethGschwind at fico.com 19

20 LiveContent Reach User Group Held monthly on the last Thursday of the month. 3pm ET 2pm CT 1pm MT Noon PT 2000 UTC Conference call and online meeting To request an invite, contact Rick_Timkovich at dell.com 20

21 Private LinkedIn Groups SDL LiveContent Architect: SDL LiveContent Reach: Click Join to request membership. Only open to SDL customers and partners. 21

22 LiveContent Configuration at Dell

23 Dell Production Environment LiveContent Architect LiveContent Reach Authors / Editors Architect Main Server Dell01 Distribution Server DellReach05 Content Delivery DellReach03 Shared Prod SQL 2008 Content Delivery DellReach04 Architect Batch Servers Dell02 - Dell03 - Dell04 Commenting Server DellReach07 23

24 Dell Development Environment LiveContent Architect LiveContent Reach Authors / Editors Content Delivery DellReach01 Architect Server DellDev01 Distribution Server DellReach06 Shared DEV SQL 2008 Content Delivery DellReach02 24

25 Thank You! 25