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

2. Introductions Chip Gettinger Susan Lalor You?
VP Global Solutions Consulting, SDL
Susan Lalor
Senior Information Designer, California Casualty
You?
Introductions

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

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

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

6. 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

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

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

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

10. 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

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

12. 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

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

14. 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

15. 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

16. Thank you! Q&A