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Case Study: Implementing Single Sourcing – how NOT to do it!

Case Study: Implementing Single Sourcing – how NOT to do it!. Jo Levitt – Single-Sourcing Evangelist and occasional Technical Writer. How do you choose?. Analyse current problems and requirements Build a business case

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Case Study: Implementing Single Sourcing – how NOT to do it!

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  1. Case Study: Implementing Single Sourcing – how NOT to do it! Jo Levitt – Single-Sourcing Evangelist and occasional Technical Writer

  2. How do you choose? • Analyse current problems and requirements • Build a business case • Look for solutions to problems –preferably by changing processes as well as tools • Try tools where possible

  3. Comparison • Two scenarios, two approaches • Common need, different reasons

  4. Case 1 – HP Indigo Division

  5. Why Single Source? • Recognised level of duplication and rework • Translation growing, starting to become unmanageable and expensive

  6. HP Slow Change Process • Careful investigation • Needed strong business case

  7. Bouncing solution! • First Author-it • Then separate components to create the best overall system • Discovered had to use in-house system (Cheetah)

  8. Decision not Action • Lull of around 6 months while Cheetah team analysed our doc set • Management and writing team lost interest

  9. Catalyst • Help needed in Chinese/Japanese – RoboHelp not up to it • Suddenly needed a new help system • Decided to go with Cheetah • This decided the pilot and made the implementation happen

  10. Implementation • External company converted RoboHelp content to Cheetah XML • Cheetah team developed web help output for us • In-house training from Cheetah evangelists (non-professional trainers)

  11. Implementation • Created process for DB export/import for translation • Translators without XML experience

  12. Cleanup • Resizing images • Text in images > numbers and tables • Styles weren’t mapped correctly • Structure issues • One 400 topic help file took about 3 weeks to clean up

  13. Slow uptake • So we had Help in Cheetah • Much later decided to convert a user guide • Another major cleanup • Still only 2/7 team members using it • But not single sourced

  14. Real use • Increasing workload, more languages required – changed translators • Retrained other team members • Each new user guide went in • Gradually introduced other doc types

  15. Case 2 – BigBand Networks

  16. Why Single Source? • Duplication • Help issues • Possible web access

  17. Planned and got on with it • Decided on Author-it with FrameMaker output • Chose a small project pilot and agreed that it looked good • Professional training for whole team • Reached summer work lull and went ahead with full conversion

  18. Implementation Planning • Started with pilot but then converted many docs at once ourselves • Brought in contractor for 1 month to help • External company to create FrameMaker output system

  19. Import Process • Took time to develop good import process – pilot hadn’t covered many scenarios • Training didn’t cover import process in depth. This was our first experience of the tool • Large books caused import problems. Importing partial books lost links

  20. Cleaning Up Input • Tables don’t import well from FrameMaker and we spent a lot of time correcting them • Graphics needed resizing • Import highlighted our FrameMaker inconsistencies

  21. Command descriptions – style 1

  22. Command Description – Style 2

  23. Setbacks – Some Expected • Resistance from some writers • Not enough support – installation and use • Difficulties with graphics • Localization slow response • Frustrations with output • Slow end-to-end process • Steep learning curve

  24. BBND Biggest Setback • Frame Output company unprofessional • Didn’t investigate our needs • Didn’t deliver on time • Costing more and more • Couldn’t see the end • Abandoned it for traditional Word output

  25. Creating Word Output in a Hurry • Don’t try this at home! • Thank-goodness we had support from Tech-Tav • Came close to failing deadlines (Thank-you Miriam and Rose) • Now, 3 months later, still need to clean up

  26. Benefits • Changes propagated across books • Enormous savings on translation

  27. Benefits • Easy to build new documents from existing elements • Consolidated docs so less to manage • Simpler Help development process • Possibility of web delivery in future

  28. Lessons Learnt • Every system has bugs • Ask lots of questions • Talk to people who’ve done it • Don’t expect too much from the pilot

  29. Lessons Learnt - Training • Ideally training should teach an explanation of the process from start to finish: • How to bring previously written documents into the system • How to set the document structure up • How to produce the required output

  30. Lessons Learnt • Try not to be different • Clean up as much as you can before conversion • Use translators with experience of (and preferable access to) your system • Keep the momentum going

  31. Conclusion Both companies now successfully single-sourcing and getting major benefits

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