You are keenly aware of the benefits of a Component Content Management System (CCMS). Next steps; develop a business case to present to management. Answering their questions about an important investment decision means prepping for their key questions. This webinar presents you with questions management may ask, information on researching answers, and guidance on how to make your case. Learn through stories of companies and people who have a CCMS. Hear what they did to convince their management teams to make the long term investments that pay dividends for years to come.
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From the outline…
2
You are keenly aware of the benefits of a Component Content Management
System (CCMS). Next steps; develop a business case to present to
management. Answering their questions about an important investment decision
means prepping for their key questions.
This webinar presents you with questions management may ask, information on
researching answers, and guidance on how to make your case.
Learn through stories of companies and people who have a CCMS. Hear what
they did to convince their management teams to make long term investments
that pay dividends for years to come.
3. www.publishingsmarter.com @publishsmarter
Key Takeaways
1. CCMS questions management asks
2. Research to do and tips on how
3. Deliver answers and frame your
business case
4. Keys to success from those who
have "been there, done that"
●
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Don’t Pitch
Them a CCMS
Resolve a Problem
● ID problems in their language
○ Define the scope of the problem
○ Define the impact of the problem
○ Define the risk of the problem
○ Include time and cost
● Suggest solutions
○ Connect it to the problem
○ ID scope, impact, risk, time, cost
● Build a Business Case
○ Sample core topics to follow
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What is a CCMS?
Walk through the initials
● Define the initials
○ Component
○ Content
○ Management
○ System
● The “why would we want one”
is the harder part (more…)
● Connect to your business
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Why would we want one?
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● Single source of truth
● Reuse and tracking
● Version control
● History tracking
● Governance
● Content control
● Searchable database
● Modular assembly
● Managed links
● Reports
● Workflows to track & manage process
related to content
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Define content problems (pick 1 or more)
● Don’t own the source content
● Inconsistent
○ Version (find the “right” info)
○ Content (different phrases)
○ Format (content looks different)
○ Experience (web vs print vs mobile)
○ Workflows (create, review, edit, publish)
● Translation concerns (more languages)
● Regulatory concerns
● Knowledge management
● Human limited (fewer writers to draw on)
● Tighter schedules (delivery sooner, more)
● Customer defection
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● IP retention
● Content mismanagement
● Competition capabilities
● Delivering ALL the content to ALL the
audiences has issues
○ Content seems more complex
○ Costs are often “net-higher”
○ People do not read it (too much, not
relevant to the job they do)
● Release schedules mean doc rework
● Status tracking
● Chapter model not topic level
○ Reuse, topic types, etc (DITA?)
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Define content opportunities (1 or more?)
● Could rephrase some challenges, BUT
○ Not in this slide deck
○ Remember ideas like “consistent content”
or “standard format” or “faster publishing”
○ Those are largely cost-cutting
● Expand offerings
○ Custom content by product or platform
○ Audience specific materials, niche feel
● Develop better understanding of client
○ What is the journey through content?
○ What do they search for? (when, why)
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● Impact consumer decision-making
○ Problem recognition
○ Information search
○ Evaluation and selection of alternatives
○ Purchase decision
○ Post-purchase evaluation
● Help online users find solutions
● Enable customers to build customers
○ Best sales tool is a happy customer
○ Put docs online and allow feedback
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Components of a
Business Case
Address these in your content
● Overview (summarize all)
● Problem/opportunity
● High level solutions
○ Benefits
○ Costs
○ Tech needs
○ Timescale
○ Resources
○ Impact on operations
○ Risk
○ Organizational capability to deliver
● Rank/rate/suggest preference
● Discuss Implementation Plan
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Core to a
Business Case
Define the problem
● Overview (summarize all)
● Problem/opportunity
● High level solutions
○ Benefits
○ Costs
○ Tech needs
○ Timescale
○ Resources
○ Impact on operations
○ Risk
○ Organizational capability to deliver
● Rank/rate/suggest preference
● Discuss Implementation Plan
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Core to a
Business Case
Explain the solution
● Overview (summarize all)
● Problem/opportunity
● High level solutions
○ Benefits
○ Costs
○ Tech needs
○ Timescale
○ Resources
○ Impact on operations
○ Risk
○ Organizational capability to deliver
● Rank/rate/suggest preference
● Discuss Implementation Plan
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Webinars
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Pro and con
Pro
● Often recorded
● Interact with the speaker (chat)
● Can be reviewed at your pace
Con
● Limited time
● Prepped/canned materials
● One directional post-event
(although, you can follow up!)
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Defence: Third-party vendors and content
Content externally managed by vendor partners:
● Benefits:
○ No design/edit work or staff needed
○ No license for tools
○ No systems needs or maintenance
● Drawbacks:
○ Each edit requires external touch
○ Design fees for any work done (new PDF?
Go to online? Develop for mobile?)
○ Vendor rate, ownership, contract change?
○ Vendor ONLY delivered final PDF
○ Difficult to ID versioning when you cannot
work with the source
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Benefits from migration to a CCMS include:
● Design (if consistent) is “one and done”
● License can be flexible (vendor request,
on-prem or hosted systems)
● Edits in our control, content internal
● Retain IP as people leave/reorg
● Content is now internal
● One standard template
● Quick content reuse and reorg
● Multiple contributors
● Version control
● Retain knowledge
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Medical device: Audience and translation
Multinational, multiple audiences:
● Benefits:
○ Outside vendor allowed specialized skills
○ One big manual and content in one place
● Drawbacks:
○ Outside vendor was interested in word
count (they got paid)
○ One big manual and no one read it
○ Could not have content “on device” other
than “print and attach the manual”
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Benefits from migration to a CCMS include:
● Less content, faster production
● Lower translation costs (dramatic change)
● Audience definition changed scope
● Now deliver content just for nurses
● Content just for technicians
● Easier to integrate “on device”
● Right info, right time, right place
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Aerospace: Content reuse, regulatory
Many planes, similar manuals and procedures:
● Benefits:
○ FAA and EASA content in one place
○ Easy to say “that is the manual”
○ AFM, OM, FAM, MEL, CMM, etc
● Drawbacks:
○ Minimal automation and reuse
○ Materials from other suppliers manually
integrated and re-written
○ Change can be difficult to implement
○ Different structure and format for content
○ Regulatory docs take time to complete
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Benefits from migration to a CCMS include:
● Consistent content
● Faster time to publish
● Integrated review process
● SME content contribution
● Connect topics to regulatory
● Multiple delivery channels
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Automotive: Complex review, publishing
Unique content needs across markets:
● Benefits:
○ Multiple authors owned content
○ Each was an expert
○ Vendor was sole supplier
● Drawbacks:
○ Volume of content growing
○ Could not scale for international
○ Localization of content and publishing put
strain on resources
○ Could not review broadly (1000s of
reviewers needed access)
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Benefits from migration to a CCMS include:
● Smaller, topic-based system
● Publish using an automated system
● Able to almost instantly create
○ User Guide
○ Owner Manual
○ Warranty
● Publishing automation
○ PDF/Print/Online, and internal to vehicle
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Software/Hardware: Growth via acquisition
Buy a business, integrate it, include legacy docs:
● Benefits:
○ Merge products, streamline services
○ Bring offerings under one roof
○ Expand market exposure, grow
● Drawbacks:
○ Unique source formats
○ Conversion headaches
○ Different writing styles
○ Unique publishing outputs
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Benefits from migration to a CCMS include:
● Share content between divisions
● Implement “complete” doc sets of both
hardware and software
● Digital and PDF copies instantly
● OEM capabilities expanded
● New markets easier to grow into
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Manufacturer: Oil / gas market is changing
Clarify message, create multiple deliveries:
● Benefits:
○ Internally, people know the system
○ Content is conditional
○ One source for ALL docs
● Drawbacks:
○ Translation is difficult
○ Edits take time
○ Review process can be tough
○ Complex single source is difficult to
deconstruct and reconstruct
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Benefits from migration to a CCMS include:
● Reduce content complexity
● Make it consistent in phrasing
● Audience specific content
● Device specific content
● Expanded sales opportunities
● As sectors change, new markets open
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Define content problems (and offer solutions)
● Don’t own the source content
● Inconsistent
○ Version (find the “right” info)
○ Content (different phrases)
○ Format (content looks different)
○ Experience (web vs print vs mobile)
○ Workflows (create, review, edit, publish)
● Translation concerns (more languages)
● Regulatory concerns
● Knowledge management
● Human limited (fewer writers to draw on)
● Tighter schedules (delivery sooner, more)
● Customer defection
35
● IP retention
● Content mismanagement
● Competition capabilities
● Delivering ALL the content to ALL the
audiences has issues
○ Content seems more complex
○ Costs are often “net-higher”
○ People do not read it (too much, not
relevant to the job they do)
● Release schedules mean doc rework
● Status tracking
● Chapter model not topic level
○ Reuse, topic types, etc (DITA?)
36. www.publishingsmarter.com @publishsmarter
Define opportunities (and offer solutions)
● Expand offerings
○ Custom content by product or platform
○ Audience specific materials, niche feel
● Develop better understanding of client
○ What is the journey through content?
○ What do they search for? (when, why)
● Impact consumer decision-making
○ Problem recognition
○ Information search
○ Evaluation and selection of alternatives
○ Purchase decision
○ Post-purchase evaluation
36
● Help online users find solutions
● Enable customers to build customers
○ Best sales tool is a happy customer
○ Put docs online and allow feedback
● Consider what we have discussed
● ID a similar situation (or ask about others)
37. www.publishingsmarter.com @publishsmarter
Components of a
Business Case
Address these in your content
● Overview (summarize all)
● Problem/opportunity
● High level solutions
○ Benefits
○ Costs
○ Tech needs
○ Timescale
○ Resources
○ Impact on operations
○ Risk
○ Organizational capability to deliver
● Rank/rate/suggest preference
● Discuss Implementation Plan
37
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Summary
Recapping the Session
Don’t sell them a CCMS, provide
solutions or meet opportunities
1. CCMS questions management
asks
2. Research to do and tips on how
3. Deliver answers and frame your
business case
4. Keys to success from those
who have "been there, done
that"
38
39. www.publishingsmarter.com @publishsmarter
Additional
Resources
Research included these:
https://www.forbes.com/sites/forbesbusinessdevelopmentc
ouncil/2020/03/23/13-challenges-facing-business-develop
ment-leaders-today/#f11acc06650d
https://www.projectmanager.com/blog/project-management
/how-to-write-a-business-case
https://offers.adobe.com/en/na/marketing/landings/xml_doc
umentation_for_adobe_experience_manager_7_steps_to_
choosing_a_ccms.html
https://offers.adobe.com/en/na/marketing/landings/xml_doc
umentation_for_adobe_experience_manager_whitepaper_t
he_convergence_of_technical_and_marketing.html
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