product roadmap 2012 -...

Presenter Name Presenter Title

Date

Tom Smith, Product Marketing Executive Laurens van den Oever, Director Structured Authoring Solutions

Jon Parsons, Product Manager Dave De Meyer, Engineering Director

Frank Closset, CTO Structured Content Technologies

23 May 2012

Product Roadmap 2012

• The Race to Manage the Customer Experience

• What’s New In…

• What about the Future?

• 2012 DITA Roadmap

Agenda

2

The Race to Manage the Customer Experience

3

• More than 50% of consumers rely on the Internet for

personalized, visual and mobile-ready product info

• 80% of buyers want to read product documentation

before they make a purchase

• 70% of customers make a purchase without ever

touching the product

• 65% of consumers believe social media is a better

way to communicate with companies than call

centres

Product content is becoming a key piece of the race

to deliver a better customer experience

The Race to Manage the Customer Experience

4

• Videos give customers better guidance than written

documents

• Customers will use the first Google search that

solves their problem, regardless of who has

produced the content

• Subject Matter Experts don’t care that it’s DITA, they

want a Word-like experience

• User communities will write much of the docs for

you, depending on how engaged they are

Product content is becoming a key piece of the race

to deliver a better customer experience

The Content Relay

5

• Each touch point along the customer’s journey calls for

different types of product content – marketing collateral,

sales brochures, technical documentation, and support

articles.

• How do organizations manage the hand-off?

• Is it a seamless stream of product content, or a

disjointed, ‘siloed’ approach?

• Can the customer can tell the difference?

How do you run each leg of the race?

6

Leg 1

Customer engagement begins with marketing, where content is

available online to someone considering a purchase. This content

serves to entice and persuade the customer.

Leg 2

Once the customer is contacted by the Sales team, additional

product content is provided in proposals and demonstrations.

Leg 3

When a buying decision is made and the product is shipped,

product manuals, installation and configuration guides educate

and inform the customer – continuing the content relay.

Final Stretch

Finally, Support anchors the last leg of the race with

knowledgebase articles, and customer self-support such as

training tutorials and how-tos.

http://collaboration.sdl.com/Corporate/corpmarketing/Graphics/2012_BrandPhotoLibrary/Purchased Images/FullSize/shutterstock_32919991_P.jpg

Structured Content for Customer Experience

7

SDL’s Structured Content Technologies suite

helps keep the customer engaged and that your

organization’s content owners collaborate

continue to ‘carry the baton’ between Marketing

and Support and beyond.

Combined with SDL’s wider portfolio, we help

close the gap in Customer Experience

Management.

However, our customers need a roadmap to get

there…

Customer

Content

Control

ChannelProduct

Brand

Company

Listen &

Analyze

Create &

Optimize Content

Multilingual Content

Management

Campaign

Orchestration

Multi-Channel

Publishing

Channel

Relevancy

Contextual

Targeting

Measure &

Optimize

Achieving an Engaged Customer and Closing the Gaps in traditional CXM: The Product Content Maturity Model

9

The Product Content

Maturity Model is the

basis for expanding DITA

in the Enterprise with a

vision of engaging the

customer

SDL Proprietary and Confidential SDL Proprietary and Confidential

What’s New In...

SDL Global AMS themes:

Reporting across a publication from SDL Trisoft

Arbortext 6 support

AutoSuggest for Arbortext and XMetaL

German Linguistic support

Supporting all 2011 SDL Language Technology products

Improved Unicode Support

Enhanced stability and performance

SDL Xopus themes:

Support for Chrome

Enhanced stability and performance

Copy – paste improvements

Carbon theme

Xopus 4.3 – Carbon Theme in Google Chrome 13

14

The SDL Trisoft 2011 R2 themes:

SDL Xopus integration in the Web Client

Centralized User authentication & User Provisioning

Redesign Event Monitor

Dispatcher for load balancing publishing request

Oracle 11.2 support

Advanced DITA support: support for anchorref and

conref push architecture

15

The SDL LiveContent DITA 5.2 themes:

Social plug-in integration

Facebook, LinkedIn, Google+

Content Analytics

Trending

Content Reduction

Engagement Measures

Enhanced commenting, RSS feeds

16

The SDL XPP 8.4 themes:

XML Export of formatted content

Enabling conversion to required formats

Supporting multi-channel delivery

Style development enhancements

Improved tabular formatting

Reported issues addressed

17 SDL Proprietary and Confidential SDL Proprietary and Confidential

What about the Future?

• I throw away my user guide when I buy a new cell phone?

• If I need to get something fixed, I will go to their corporate web site to

get the answer?

• Videos give customers better guidance than written docs?

• Subject Matter Experts don’t care that it’s DITA, they want a Word-like

experience?

• User communities will write much of the docs for you, depending on

how engaged they are?

• Twitter is something for kids, and will never affect my life nor job.

Questions


2012 DITA Roadmap

Ensure Continued DITA Adoption Key Business Drivers in Adoption

20

GIM. . .

An influencer in our selection

Business Agility

Agile software development /

Managing parallel releases

Localization cost saving /

global markets

Docs important to customer and

partner experience

Content reuse / efficiency in

source language

DITA Expansion Product Content Maturity Model

21

The Product Content

Maturity Model is the

basis for expanding DITA

in the Enterprise

DITA Expansion Expand DITA in the Following Areas

22

Training & Learning

Partners

Support

Marketing / Customers

Field Service Personnel

Engineering

DITA Expansion … and in the Following Markets

23

Rat

e o

f A

do

pti

on

DITA Adoption / Time 2006 2007 2008 2009 2010 2011 2012

High Tech, Software

Consumer Electronics

Industrial Manufacturing Life Sciences

Medical Devices

Pharma

DITA Expansion 2012 Themes and High-level Product Impact

24

Review and Collaboration Reduce conflicting information and enrich information

Seamless User Experience Use the Product Content Maturity Model as Basis

for expanding DITA in the Enterprise, and materialized by

launching SDL LiveContent Suite

Create a seamless user experience

across the different product in the Suite

Build Next Gen Authoring and Review

platform for SMEs on top of LiveContent,

including concurrent and threaded

comments that can be moderated.

Simplify editing and writing XML WYSWIG and simple Content Management

Make editing experience in Xopus Word-

like, if time permits add support for

editing maps. Add a ribbon.

Tailored content that is easy to find Engaged customer experience

Users can review and edit tailored

information in-context

User Experience

25

We are going to launch a suite of applications

rather than individual products.

• Based on the product maturity a customer the suite might

include more or less products

• Dashboard view on all products

• Seamless UI that prevents you from knowing you switched

apps

• Place where all the help and documentation lives

• Will be designed with extensibility in mind

• Seamless user experience between the products

• Move from product focus to use case focus

• Cross-Product Security and SSO Details

Innovation Review and Collaboration

26

Review and Collaboration platform

on top of LiveContent, Xopus and Trisoft

• Enhanced Commenting capabilities

• Ability to reply on comments from Publication Manager,

Authoring Bridge and Xopus

• Ability to get an overview of comments made by SMEs in your

authoring environment

• Ability to export the list with comments for a given publication

to Excel

• See and change topics in-context

• Contribute content in LiveContent

• Feed changes back to Trisoft

• Upload images to the review environment

• See changes by comparing different revisions

Details

Details

Demo

Solutions Translation Management Connectivity

27

Translation Management Connectivity is key ingredient in the

overall GIM story. Ensure User Experience is consistent with

SDL WCM/Language Technology products.

• Enhanced Trisoft / WorldServer Integration

• Content is pushed form Trisoft into WorldServer

• Limit the number of clicks needed to get topics translated

• Automatic export / import into Trisoft / WorldServer

• Ability to monitor translation jobs sent out for translation in

Trisoft

• Support for all deployment models

Details

Innovation Simplify Editing and Writing XML

28

Hide the complexity of DITA

•Make Xopus authoring more Word-like

•Consistent behavior for common content:

lists, tables, images

•Simplified repository access

•Hide complexity of repository in Xopus UI

•Global AMS and linguistic checks integrated with

Xopus authoring

Details

Details

Keeping Existing Customer Happy

29

Improving customer satisfaction and user experience

should be every products constant focus. We need to

make our users even more successful.

• Trisoft

• Engineering support for DITA2Trisoft used for importing

content in Trisoft

• Batch Metadata Update

• Upgrade Solr / Lucene version

• Authoring Bridge SDK

• Continued support for latest versions of the different XML

authoring tools: XMetaL 7, Arbortext 6, FrameMaker 9 and 10

• Support SQLServer 2012 and SQLServer 2008 SP3

• Xopus

• Support for Japanese Input in Xopus

• LiveContent

• LiveContent to support Native 64-bit Java

• Wearing multiple skins at a time in LiveContent

Demo

Demo


To Summarize

31 31

Enterprise Readiness & Business Agility

Innovation

Focus on User Experience

Next Gen Collaboration

Open APIs

Friendly DITA

Multi-Browser Support

Upgrade Solr / Lucene

XMetaL 7

Arbortext 6

FrameMaker 9 and 10

SQLServer 2012

SQLServer 2008 SP3

DITA2Trisoft

.NET migration

DITA-OT 1.5.x

Batch Metadata Updates

Upgrade Lexus-Nexis

(new features in Arbortext

for a previous release of

Arbortext)

Upgrade Daimler (link

manager / SGML support

in XMetaL)

Performance

Simplify configuration

Japanese Input

Platform support – Native

64-bit Java

Wearing multiple skins at

a time

Social Integrations

Building replacement for

the old GAMS server

used for serving up

profiles

Solutions

Keeping Existing Customers Happy

Authoring Bridge SDK Server-based Controlled

Language API (internal)

CMIS compliant

Repository Adapter

Research PDF Direct

Research New Style

Language

Editing behavior like Word

Ribbon

Editing maps

Inter-product security to allow SSO across SCT products

SCT Dashboard or Portal

Map overlap in install and configuration requirements

Next Gen WorldServer

Integration

LSAR Integration

Commenting

Editing in LiveContent

Commenting in Publ. Mgr.

Comments in Authoring

Bridge

Concurrent Commenting

in Xopus

Align GAMS services

delivered by API with

future vision

Decrease load times

Use DITA Terminology Analytics

Not started

Busy

Done

2012 Release Planning

32


Cross-Product Security

Real World Scenario

1. You need resources, so off to the supermarket to buy some

good beer, e.g.

2. The policy of the supermarket is not to sell to minors, hence the

photo id required

3. Your token is

4. Your token was issued before by the state, a trusted identity

provider

5. After verification of your age claim,

part of your token, you are authorized

to buy beer

• Security is a key enabler in seamless integrations, awesome user

experience, and successfully working with IT environments

– re-use existing identity provider infrastructure

– reduces maintenance of identities

– allow for enterprise to set their own security and password policies

– enables Suite to be embedded among other customer applications

– tightens security

– standards compliance

Business Case

35

• Claims-based Authentication

– Standards-based (SAML and WS-Federation)

– Move authentication (and security policies) out of applications

– Capable of cloud, hosted, or hybrid scenarios

– Commonality in configuration

• Seamless Front-end Experience

– Single sign-on across all applications

• Secure and Seamless Back-end Experience

– All integrations use real security (no admin/admin)

• Still Capable of being Stand-alone Products

– All products will still be capable of being stand-alone (internal users / groups)

– Insure Backward Compatability for existing customers / custom tools /

integrations

High-level Themes

36

• All integrations (even 1-to-1) will require full-blown security configuration

• Customers must provide IDP and STS (such as AD and ADFS v2.0)

• Shifts responsibility for Identity Provider (IDP) and Secure Token

Service (STS) to the customer

• Shifts identity and security policy management to the customer

• Cloud capable

• SCT cannot test all possible IDP / STS combinations

– Will only test with PingFederate in the cloud and ADFS in the domain

Important to Know

37

Back


Commenting

• Enables bi-directional or community discussions about reviews

and changes to technical documentation; enables a more efficient

cycle throughout the entire process

– reduce the number of review formats to one (XML)

– reduces unmanaged review channels (email, printed paper, screenshots)

– provides a managed channel to facilitate review cycles for distributed teams

– reduce the associated comment conversion costs to get review comments in

many forms back into the technical documentation

– reduce the number of reported defects by making key engineering

documentation more accurate and up-to-date.

– improve the overall end user experience

Business Case

39

• Commenting in Context

– On rendered, personalized content

– On specific content (select, comment)

• Social Design

– Showing streams of activity

– See and reply to other contributors

• Word-like Comment Experience

• Permissions

– Make comments or View-Only

– Content owners (reply, status)

– Moderators

• Enabling Content-Owners

– See comments in management and

authoring tools

– Able to engage in discussion from

anywhere (reply, status, resolve)

– Searching for comment content

– With Editing in LiveContent: reply,

resolve, edit, in-context

–Enabling Publications Managers

– Analytics on the comment stream

– Analytics on review projects

High-level Themes

40

How could it look?

41

• SME contributions never leave the managed review channel or XML

• With management, could be used for both internal team or a public

crowd

• Comments are made asynchronously, so you can do it anytime (no

locks)

• Difficult to provide the same level of functionality in all authoring tools –

Xopus is highest priority, then XMetaL

Important to know

42


Intuitive Editing

• Enable a broader audience to participate in the managed workflow

– Reduce overhead of unmanaged and unstructured contributions

– Reduce number of review cycles by WYSIWYG mode review

– Get more accurate feedback and better structure from SMEs

– Enable people who otherwise wouldn’t contribute

• SMEs

• Partners

• Customers

Business Case

• Intuitive Editing

– Consistent editing behavior for familiar content like lists, tables, images

– Decouple behavior from underlying structure

– More control over pasted content

– Resize tables, row and columns

• Simplify Access to Repositories

– A CCM repository is complex and SMEs only need part of the functionality

– Hide what SMEs don’t need and provide special interface for their use case

• Support for Japanese / Chinese character input

– Enable OS level input extensions

High-level Themes

• Decoupling behavior from structure means more configuration work

– SDL will provide for standard DITA 1.2, but your custom specializations will

involve configuration work

– Configured editor will be far more intuitive

• Reduced access to repositories will help many but may also limit some

Important to know

46

Back


Global AMS

• “Blue Lion” is the project code name for the next generation product

designed for the Structured Content Technologies Suite to help global

organizations improve the customer experience by:

– Creating consistent company and brand voice

– Optimizing content for structure, search and localization

– Improving the productivity of content owners across the enterprise

Blue Lion

48

• Communicate in one high quality consistent voice in SDL Trisoft

publications

• Understand the quality of entire publications

• Help authors create and reuse structure

• Identify team or author opportunities for training

• Incrementally improve company voice

• Enable Subject Matter Experts to benefit from company style and

branding standards

Blue Lion: High Level User Stories

49

• Blue Lion will be an integrated component of SDL’s structured content

suite:

– AutoSuggest – style, terminology and reuse while you type

– Even tighter integration with SDL Trisoft by leveraging AutoSuggest to

suggest structured content to the author (content that hasn’t necessarily been

translated yet)

– Incremental improvement to company voice (dashboards and feedback

mechanisms)

– Native integration with SDL Xopus so that SMEs and publishers can benefit

from language control

– Centralized corporate spell checking

– Identification of author training opportunities through reporting

Blue Lion

51

– We will continue to support SDL AuthorAssistant 2010 SP3/Global AMS

Server until the release of Blue Lion 2.0

– Blue Lion 2.0 will be the replacement for Global AMS.

SDL will provide a migration path

Blue Lion And Global AMS Timeline

52

Q2 2012 Q4 2012 Q2 2013 Q4 2013


Editing in LiveContent

• Key enabler to resolve some of the critical requirements identified

for large enterprise to achieve a more efficient documentation

ecosystem

– reduce the use of wikis in the enterprise

– reduce the number of different content silos and different content formats

– reduce the associated content conversion costs to get that documentation in a

wider enterprise IM platform

– reduce the number of reported defects by making key engineering

documentation more accurate and up-to-date.

– improve the overall end user experience

– reduce cost, for example, if 2,000 contributing engineers or developers would

save just 1 hour per week on documentation tasks, that will represent an

annual productivity gain more than 500 man months.

Business Case

54

• Edit topics in context

• Permissions

– Control who can make edits

– Control that no more edits can be made

• Social Design

– Showing history of activity (~recent changes)

– See who made which changes

• Word-like Authoring Experience

– See Intuitive Editing

• Wiki-like user experience

– Editing the most recent revision

– Edits made to reused topics are

visible everywhere

– Searching for existing content

– Creating new content

– Uploading images

– Linking topics

– Viewing different revisions of a

topic

– Comparing different revisions of

topics

– Rolling back to a previous revision

– Notification on conflicts

High-level User Stories

55

How could it look?

56

• SMEs always work on the one topic stored in Trisoft

• Changes automatically synchronized across publications (copy in Trisoft

is changed)

• Tech Writers are responsible for reviewing it and advancing the topic in

the workflow – they won’t have an accept / reject functionality

Important to know

57


WorldServer Connector

59

Navigate to the publication

you want to translate and

press the Translate button

60

You can create a new job

or add the publication to

an existing job

You would add multiple publications

to the same translation job when for

example a lot of the content is shared

between these publication

61

Provide details for the

translation job

Select the target

languages (specified in

the project type in

WorldServer)

Set additional metadata

on generated target

languages

Be in control to send reused and shared files

for translation again, for example, in case this

translation job has a higher priority

REMARK: ideally, you should be able to know

how many files are already in another

translation job and in which translation job

When you press OK, all files

will be prepared and stored in a

tranlsation job that can be send

to WorldServer

62

All translation jobs are

listed in a single location

It will be possible to filter

this view

If you don’t have WorldServer, it

will be possible to export files

manual to the file system of the

server (same process as today)

63

When you open an

existing translation job

you can see more details

64

The items that were

added (list of topics or

just the publications)

65

You can see the

translation progress for

all languages at once (for

that translation job only)

66

In case errors occurred,

they will be listed here

67

… and you will see some

general properties of the

translation job

68

A new project is created

in WorldServer for each

translation job in Trisoft

Back

Copyright © 2008-2012 SDL plc. All rights reserved.. All company names, brand names, trademarks,

service marks, images and logos are the property of their respective owners.

This presentation and its content are SDL confidential unless otherwise specified, and may not be

copied, used or distributed except as authorised by SDL.

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