Kristine Murphy and Margaret Collins of Progress Software, a company that's a platform for building software, so their content is technical.
The old doc website is 30 years of reference content. We did reference materials really, really well, but we didn't tell users how to do things.
Had to define "modern" content strategy. Lot of people interested in content, spent 2 days in a conference room to define exactly what problem to solve. In 2 words: findability & usability.
The mission was deliver a self-service. measurable experience, with compelling content that would help users do their jobs.
We don't do docs anymore; we do content. Created a content portal at docs.progress.com.
Each product's content portal lets users choose content right for them by role and category. We learned there is some information that "thou shalt not take away." We could not remove all that old reference material. We did not want to break all of our users' old links to information.
Defined 4 personas. Each has its own landing page.
We trying to "think outside the book." Viewing topics, TOC is not visible by default.
Phase 2 is expanding the site to including enablement, such as training. Self-assessments can help users feel confident in what they are learning from the content.
Under the covers, using Ixiasoft as a DITA CCMS, then Zoomin to create the front end.
Phase 3 will make the content totally customizable for each user. Not only accessing content defined by the persona, but use machine learning to recommend content.
Along the way, mission statement helped keep us focused.
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