The tekom Standard Process for Technical Communication
Michael Fritz CEO of tekom/tekom Europe

In Autumn 2013, a tekom working group with representatives from both the industrial/service sector and academia established a standard process for information development in the field of technical communication. The standard process is an ideal model for actual workflows. Thus, it can serve as a reference for different considerations. It shows the relationship between work activities, tasks and challenges and the knowledge, skills and competencies required from a person working in the field of technical communication. In the future, the standard process will become the basis for defining qualifications for technical communicators as well as for training content and learning goals.

CCMS - A Standardized Way to Successful Content Management?
Jörg Sannemann, Kothes!

Content management is expected to standardize authoring processes, content and published media. But how can the transition to component-based Content Management be achieved? And what are the effects and benefits in reality?
Over the last two decades, Component Content Management has become a common approach in many companies. Therefore, it will be explained how far CCM Systems rely on standards or, at least, on standardized functionalities.

Improvement of Marketing-Performance by Creating and Applying Industry Specific Content Strategies
Christoph Jansen, Information Performance Consulting

In competitive markets, the need for differentiation and unique selling propositions  is a key success factor. Product- and target-group differentiation create a highly visible complexity of content and specialization.
The need for multiple information channels causes the necessity of single-source and multi-publication strategies.
To supply the right information for the right time in the product life cycle, specific analyses of target groups, their information demands in the sales process and the necessities of products and systems need to be effected.
The presentation will show the information analysis and information design for an industry specific content strategy, based on an example from the technical industry.

1. Marketing & information-performance in competitive markets
2. Multiple information management for market success
3. Market- and target-group appropriate information models
4. Information analysis and information design based on an example from the technical industry

Providing our End Users with the Types of Content they Actually Need, When and Where they Need it
Berry Braster, Etteplan | Tedopres
It’s each company’s mission to be the best in their business. (Service) information is increasingly becoming a critical part to fulfill this mission: technical product information (e.g. service/maintenance and user manuals) that isn’t set up the right way will in the end hurt the company’s efforts to fulfill this mission:
  • A Deloitte study demonstrated that per service call in hospitals 45 minutes to an hour is lost in looking for the right information
  • Research found the average time for a field service engineer to retrieve information for troubleshooting and maintenance to be between 25%-50%
  • Following an internal analysis in a factory with a servicing staff of 25 FTEs the time lost in find the right information was estimated at 12%, equivalent to the cost of 3 FTEs

We therefore need to provide our end users with the types of content they actually need, when and where they need it.
The introduction of tablets, touch screen interfaces, QR code scanning and Augmented Reality allow us to do just that: when for instance a service engineer is called for a maintenance issue he would start up an App on his tablet, scan the QR code of a machine and be presented with all the service information applicable to that particular machine. Information is presented in the form of an interactive 3D illustration, allowing information to be retrieved much quicker and easier. Next, service information is presented in the form of a maintenance procedure or animation.
In addition, techniques like Augmented Reality make it possible for the user to see the desired 3D illustration, text or animation by simply pointing the camera of a mobile device at a machine or marker. It will also be possible to order parts right from the App and even collect feedback from the service engineer.
During this session, Berry Braster of Etteplan | Tedopres will demonstrate the capabilities of a Service Information System on a tablet as well as educate you on the steps required to allow your content to be published this way.
From User Assistance to User Guidance–Information Apps
Jang Graat, JANG Communication

Various companies are launching innovative products building on interactivity and affordable tablets, creating user guidance that minimizes the learning curve by taking users through the procedure step by step, branching to other procedures or showing substeps where applicable. Data is automatically fed back to the server and can be used to measure performance, optimize procedures and have realistic estimates about the time required. This puts technical documentation at the heart of business intelligence. The presentation shows the concepts behind this technology and showcases one application.

Background info:
Many companies believe that building an app for a tablet requires very high-level programmers and lots of time, i.e. money. This may be true when you ask large companies like Adobe or IBM, who both offer app-building platforms at very high up-front cost. Other companies build tailor-made apps from scratch and charge large amounts of money for their supposed specialism. With modern app-building platforms, creating your own app becomes feasible for smaller companies with lower budgets. This presentation shows the principles of good User Guidance design and shows how a lego-like app building platform allows almost every company to optimize their servicing workflows.

The presentation shows:

1. How an app can reduce training cost.

2. How an app can be used to gather business data (about the state of machines, about the effectiveness of procedures, about possible lacking basic skills of personnel).

3. How updates to the info can be rolled out automatically and efficiently.

4. How building your own app is feasible based on an app-building platform.

5. Which technical design decisions are important to consider before starting to build your own app.

The presentation includes a demo of building a tailor-made app and rolling it out. The entire workflow for the app is demonstrated, based on a low-cost app building platform from a Danish start-up company.

'The Kaiser Wants Kaizen' - A Firm Grip on Customer Feedback in a Service Environment
Eef Blommaart, Yamagata Europe
Customer is king, we all know that. But in this modern day and age just treating them as royals is no longer enough to keep them loyal to you as a supplier. Modern patriarchs demand cold facts and exact figures that prove our worth and it is often what you do with these data that makes or breaks your royal ties. The Kaiser wants Kaizen these days.
With a large turnover of translated words, layout pages and printed items, customer feedback is the most desired method to objectively measure the quality of your services. Especially with customers active in the domain of medical equipment and automotive, where rules and regulations are strongly defined, you need facts and figures to guide you through the creation process.
In this presentation we give an in-depth explanation on how we carefully track and trace every part, be it word, page or printed item throughout the production process in our service factory. Then we map this against the objective customer claims in our Quality Management System (QMS). This allows us to calculate how we score on the six sigma scales. Six Sigma means you cannot deliver more than 3.4 defective parts per million items.
Following to that we elaborate on how we deal with these newly found data: we discuss it with both our suppliers and our clients in order to come to a “kaizen” where we improve services and goods.
Feedback often goes both ways. For instance, we tell our clients to take care with source data consistency and advise them that being consistent can help improve overall quality of the end product.
This does not take away the emotional aspect of customer feedback and we surely listen to them in person. We also organize a yearly survey in order to know how their satisfaction level maps to the figures.
All the above measurements and methods are then used to define the KPIs (Key Performance Indicators) per department for the following year. These KPIs in turn are used in the ISO 9001 certification renewal process.

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