Reaping the benefits of a CCMS Living the Dream Reaping the benefits of a CCMS

Introductions Chip Gettinger Susan Lalor You? VP Global Solutions Consulting, SDL cgettinger@sdl.com Susan Lalor Senior Information Designer, California Casualty slalor@calcas.com You? Introductions

Agenda Information architecture Authoring with comments Content reuse benefits Future Collaboration trends Agenda

Building the Dream Internal users Policies & procedures Not technical manuals Lengthy implementation “We didn’t know what we didn’t know” Building the Dream

Living the Dream Maintenance mode What does that look like for users, authors, and admins? Living the Dream

IA – show in system Show home page in system Show publication/resource page Drill in on how topics are broken down/organized IA – show in system

Information Architecture How is it working for our users? Rate the ease of locating the specific information you need Information Architecture

Information Architecture Ability to find information and perception of organization are different Please rate the overall organization of the content Information Architecture

Overall, how much time do you spend in an average day attempting to find information you need to do your job? User’s Dream

Dreaming of ROI Benefits for the Budget Internal Help Desk (4 people) reallocated to other positions Allowing IT to streamline the enterprise by reducing the locations and products used to store documentation, and it is reducing the overhead associated with backups and support. Dreaming of ROI

How does that work? Why? Show in system Authoring w/Comments

Author’s Dream Reusing content - across user roles Organization in the repository How tagging to help authors Searching Other ways it can be managed Author’s Dream

Admin’s Dream What else could we do? Rework existing content Other DITA Specializations More DITA refinement – scratching the surface Admin’s Dream

Collaboration and Review Trends Including SMEs and Contributors Easy access, low training, browser based Real-time and community based Collaborating with Technical Authors Results from other companies Review cycles Reduced 12 days per release 480 days annual savings, faster time to market Reviewer comments tracked with content Single Source for content and comments

What this means to your customer Availability Multi-channel Faster time to market Expanded offering of user assistance Consistent Usable Builds brand awareness Generates leads Find answers quickly Increases usage Accurate Translations Reduces support cases Optimizes SME reviews Available in first language

Thank you! Q&A