Ziegler: Requirements of CMS in TC

Requirements of Content Management Systems (CMS)

in Technical Communication

Prof. Dr. W. Ziegler

Karlsruhe University of Applied SciencesManagement & Engineering

Dep. Tech. Comm.

Overview

Introduction

1. Reuse (Content, Structure)2. Change Management (Versions)3. Variant Management (Product, Media, Target Group, …)4. Translation (Language Variants)5. Automization (Publication, Aggregation)6. Integration (Data, Processes, Systems)

Summary

Organization and information

Tech Com.Department

Develop.

Sales/Marketing Manufact.

ProductInformationPre-Sales After-Sales

… the black box

Information and the product lifecycle

TrainingManufact.R & D Service Sales

ERPData

CAD-DrawingsModels

Partslists

Requirements

Speci-fication

Sales-Doc.

Configu-rator

Hazardanalysis

DeveloperService

Tech. Desc.

CertificatesTests

SupplierDoc.

Service-Reports

Cust. Feedback

ProductCatalog

Data-sheets

Service-info &

Manual

MachineInfo

SystemUser

Manual

Help DeskInfoTraining

Doc.CBT/WBT

Plann.Install.Mount.Doc.

SparePart

Catalog

(Web)-Marketing

e-Business

PIM (PDM)Product Information Management

CMContent Management

StandardsPatents

Regul. Doc.

CMS drivers

Complexity of products Dynamics of product development Globalization Output requirements: quality and cross media

Demanded CMS functionalities (by cust.)

Object Management (Archiving, Versioning of Content) 44% (80%) Retrieval Mechanisms (Search and View) 44% (80%) Management of Media/Graphic formats 67 % (85%) Reuse 67% (91%) and Version/Variant Control 44 % (79 %) Translation Process Management 56 % (76 %) Terminology Management 56 % (76 %) Cross Media Publishing 44 % (79 %)

tekom CMS-Study 2005/2008: Main CMS requirements

(Component) Content Management

Authoring Managing Delivering

Optimization of internal processes

Content Management System

• Software supporting optimized processes• Requirements are defined by processes

Users• Technical Writers• Content Provider• Information Architects• Administrators

Requirements for users• Qualification

tekom modules• “Authoring systems“• “XML”

10-step introduction procedure (tekom)

1. Analysis of actual state2. Estimating optimizing potential3. Definition of future system/state (Requir.)4. Evaluation and selection of system5. Specification of implementation6. Internal preparation7. Customizing 8. Installation9. Training and migration10. Using and optimizing

Process(Re-)Engineering

Content & MediaEngineering

Structuring information and use of information models Modularization and variant handling Metadata and search/retrieval concepts Terminology and authoring guidelines Styling and publishing of media Legacy data und migration scenario

CMS requirements = support of reengineered content creation

Content Engineering (Phase 6)

Information ProcessMaturity Model (IPMM, JoAnn T. Hackos)

Key Practices (for analysis & improvement)

Quality assurance activity Information Planning Estimating scheduling and

tracking projects Hiring and training Innovative information

designs to supportcustomer needs

Cost and budgetary control Quality management CollaborationAd-hoc

Rudimentary

Organized and repeatable

Managed and sustainable

Optimizing

Maturity levels

60 50,4%

6,7% 7,2%

tekom 2005

CMS Introduction Phases

tekom 2008

CMS requirements and functionalities

1. Modular authoring and reuse

Modular authoring

Goal Decrease document creation time by re-use of information

(„modules“, „topics“, „chunks“, „objects“)

Methods Standardized authoring using (XML-) structures, writing guidelines

and language control Modular writing and metadata enrichment of modules Decentralized modular authoring (in globalized environments) Aggregation of documents by (large number of) modules

flexibilityhigher reusability

Balance of granularity

Modul size

simplicity

lower reusabilityredundancy

complexity

Bottom-up analysis: module matrix

Class Doc 1 Doc 2 Doc 3

Chap1.1

task Mod 1(S)

Mod 1(S)

Chap1.2.1

descr. Mod 2a(V)

Mod 2b(V)

Mod 2c(V)

Chap1.2.2

diag-nosys

Mod 3(O)

documentstructure

doc./prod. variants, media, target group Rockley 2003 („Content Audit“)Drewer /Ziegler 2010

DOG 2000tekom 2005tekom 2008

Spectra of module sizes

Process integration (Parts Lists)

StandardizedInfo.models

VariantManagement

Modules and Metadata?

Metadata examples

Metadata systematics

„life cycle“

„intrinsicproperties“

„extrinsicproperties(use)“

„Product classification“ „Information classification“

author („John May“)

version („4.0“)

procedure type („removal“)info.type („operation“)mod.type („task“)component („seat“)

functional part („ head restraint“)

valid ( “A“, “B“)

series („169“, „245“) pub.type („online“)

doc.type („owner‘s manual“)

status („released“) translation status („in work“

language („de“)

product („passenger car“)

Practical classification (module matrix)

3-level intrinsicproduct classes

3-level intrinsicinformation classesKoenig&Bauer,

Printing machines

use of intrinsic metadadata for classification and retrieval

(static) folder structure

database attributes

combination: „dynamic folder“

Classification of modules

head restraint

removal

seat head restraintbackheating

adjustremoval

Standardization (content + structure)

<?xml version="1.0" encoding="UTF-8"?>

<task>

</task>

Displaying structure nodes

The selected nodes are displayed in a separate window.

Open file by using code editor.

Fill-in XPATH-expression.

Activate menue entry „evaluate“.

Rule-based authoring; enforced by editing tools and terminology/language control

Language control

Writing guidelines &terminology enforced

Combination with XMLstructure of informationmodel (context)

Information Models & Editors

Information Models / Standard structures

DocbookDITAS1000D

project/customerspecificstructureCMS

specificstructure

standardizedstructure

PI-Mod

50% 47%

05% 05% 03% 03% 02% 02% 01%

Standards in use (structure and layout)

Content Engineering

Process-Engineering

module repository (Database)

Metadata• Validity• Version• Variant

reuse / referencing

Building documents (single sourcing)

Document Aggregation

Modular Authoring

2. Change Management (version control)

Change management (version control)

Versions (revision, release)

Change in Product(Development and product lifecycle)

Change in Content(modules, media, documents)

„Change Management“ reflected by versions

Empirical data: product changements relevant for tech. doc.

Amount of Changesin product developmentprocessesAmount of changesafter product development

very highhighmediumlownone

Internal (product-based) conditions for tech. doc.

Product complexity

Amount of variants

Version control

Driver‘s seat in progress

releasedTowing the excavator

Aggregated documents: modules and revisions

Version 6.

Version 3.

Version 4.

Revision (version) controlthroughcontent lifecycle meta-data

Change management

Cascading reuse and update scenario

document structure(aggregated modules)

Update

module versionShow new versionsAuto update

push vs. pullupdate scenario

Cascading reuse and versioning

5.0 3.0

2.0 (document)3.1?.? 4.0

complex versioning, workflow and update scenario

User Manual

Installation Manual

Service Manual

Software Description

Operation Manual

Data sheets

Training Material

Repair Manual

Spare Part Catalogue

Online-Help

Parts lists

Pricing Catalogues

CM After-Sales Document Types

Number of published information products

15% 15%13% 13% 12%

1 2 3 4 5 6 7 8 9 10 11

68 %: 4 - 8 Information Products

Information product (doc. types)

3. Variants (Product , Document, Media, Target Group, …)

Variant management

Versions (changes)

Variants

A B C D

Empirical data (product variants)

very highhighmediumlownone

Internal (product based) conditions for TechDoc

Product complexity(Amount of functionalities)

Amount of product variants

Amount of Changesin product developmentprocesses

Amount of Changesafter product development

Variant management (document level)

A V.1.

B V.3.

C V.2.

A V.3.

Document (and product) variants= different configurationsof module variants (A, B, …)

Module variants identifiedin CMS by metadata

Module variants show partially identicalmetadata (e.g. PI-classification:„driver‘s seat“ / „adjusting“; Variants: mechanical or hydraulical suspension)

Variant management (sub-modular)

„Bedingte“ Elemente = Variablen „Parameterized“ modulesthrough variablesand conditional elements

Automized filtering through defined metadata

Requires stable and enhanced metadataconcept

Variant management (sub-modular)

Reuse of (small)fragments

Managementof reuse pool(complex metadaor repository structure)

Requires clearreuse scenario

Module variant B

Module variant A

4. Translation Management

Language as metadata dimensions

Versions

Variants

Languages

Translation management (CMS – TMS)

Translation processes driven by modularization

Interface:export-importsystem coupling

TMSCMS

TermDB

Use of TMS (within translation process)

No TMS used

TMS used by translationservice provider

TMS used in house

Localization

Document structures are often language dependent (due to standards) Target languages are created via intermediate languages (relay lang.)

5. Automization

Automized aggregation of documents

CMS:Modules + Metadata

Generator

parts list (ERP)drivenaggregationor filtering ofmodules

BOM (parts list)

XML-driven publication

Rules based mapping from structure to layout

Rules can be defined for:• target groups• media• Infotype/document type• localization• personalization

Structure elements

Layout elements

automatedor manually controlled

XSLT (XML) XML

Cross Media Publishing

XSL-FO

processor

processorhh

Rendering of PDF Documents (XSL-FO)

Doc.xsl

XSLTProzessor

Doc.fo

XSLFOProzessor

Doc.pdf

Doc.xml

Rendering of HTML Documents

Doc.xsl

XSLTProzessor

Doc.htmMOD.xml

Doc_h.css

MOD.xml

Doc_x.css

CM After-Sales Media

Print Document

PDF (online)

PDF (Print)

CD-Application

Online Help

HTML Documents

Presentation Documents

Multimedia Docs

Dynamic Websites

eLearning

Audio Manual Variety of

output media

1 Medium 2 Medien 3 Medien 4 Medien 5 Medien 6 Medien 7 Medien mehr als 7 Medien

Published media

23 %: more than 4 media

70 %: more than 2 media

6. Integration (information, processes, systems)

CMS integration scenarios

Data integration interfaces: (manual) exchange of data, information coupling: (automated) linking between documents, media

System integration Interfaces: automated exchange between systems (ERP, PIM, TMS)

Process integration Workflow coupling (PDM/PLM, TMS)

Coupling of data / information

TrainingManufact.R & D Service Sales

ERPData

CAD-DrawingsModels

Partslists

Requirements

Speci-fication

Sales-Doc.

Configu-rator

Hazardanalysis

DeveloperService

Tech. Desc.

CertificatesTests

SupplierDoc.

Service-Reports

Cust. Feedback

ProductCatalog

Data-sheets

Service-info &

Manual

MachineInfo

SystemUser

Manual

Help DeskInfo

TrainingDoc.

CBT/WBT

Plann.Install.Mount.Doc.

SparePart

Catalogue

(Web)-Marketing

e-Business

PIMProduct Information Management CM

Content Management

StandardsPatents

Regul. Doc.

Coupling of output media / information

Service information, spare part and descriptive information

SPC/IPC

ServiceManual

User Manual • Media (PDF/HTML/Mobile) depending onuse case

• Selection and cross referencingconnecting different document types

• Selection of modular informationthrough metadata (product, article,..)and semantic information structures

• Data and Informationen have tobe product-specific

(depending on product configuration)

A large number of departments responsible for PIM data are also involved in CMS processes!

Service Information Customer documentation

W. Ziegler,PIM-Studi tekom 2006

PIM and CM (data and system integration)

• Reuse ofinformation

• Coupling ofsystems

PIM data

DataGraphic

TerminologyDescriptions

Delivery systems and content integration

customer and service portales helpdesk applications

data and informationen have tobe specific forproduct/customer

various synchronizedsources ofinformation (CMS, PIM, SPIM)

feedback from customer orfield service

data sheets &shop systemsfeedback & reportsservice infocustomer relationdiagnosis & maint. planning

R&D Qual.managementMarketing Manufact. Service

Parts lists (BOM)

Change-Management

PLM/ERP

Coupling (CMS & PLM/PDM)

from system to process integration

Summary

CMS and Content Lifecycle

ModularClassification QM/QA Modular

AuthoringBuilding

DocumentsRetrieval Publishing DeliveryArchiving

* *** ***** ** * ***

Target Cross DocumentGroup Media Types

Translation

TMS ** ******

Versioning, variant control, … **

Workflow

*** fully automizable

080% 72%

52% 50% 47%

36% 35%

tekom 2008

Implemented/supported processes

CMS Invest Number of Employees

50 - 250 250 -500 500- 1000 1000 - 5000 > 5000

Up to 10 000 Euro16,1 % 6,7 % 4,3 % 2,2 %

10 000 - 50 000 Euro 48,4 % 33,3 % 30,4 % 8,7 % 11,4 %

50 000 - 100 000 Euro 12,9 % 40,0 % 8,7 % 17,4 % 25,7 %

100 000 - 250 000 Euro 16,1 % 20,0 % 30,4 % 34,8 % 14,3 %

250 000 - 500 000 Euro 6,5 % 13,0 % 34,8 % 22,9 %

Up to 1 000 000 Euro 4,3 % 8,6 %

> 1 000 000 Euro 8,7 % 2,2 % 17,1 %

CMS Investment

Return on Investment

7years

21%29% 31%

tekom2005

Use and further development of CMS

optimized„internal“CM processes

ProcessIntegration

wolfgang.ziegler@hs-karlsruhe.de

http://www.home.hs-karlsruhe.de/~ziwo0001/

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