information mapping presentation for stc west coast chapter - jan 29, 2014_final
DESCRIPTION
Chris will provide an overview and answer questions about the Information Mapping® structured writing methodology. Information Mapping is a 45 year old content standard developed at Harvard and Columbia Universities and is used by companies and government around the globe to improve performance and productivity. Chris will demonstrate how the method works, talk about why companies use it, demo FS Pro — Information Mapping’s plug-in for Microsoft Word — and talk about where the method is going next in the technical communications world. Along with the overview, Chris will provide a few “Mapping” concepts and principles that you can use in your work right away.TRANSCRIPT
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INFORMATION MAPPING: WHAT IS IT? WHY USE IT?
Chris MacMillanManaging DirectorInformation Mapping CanadaTwitter: @InfoMapCanada January 29th, 2014
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AGENDA / WHAT’S IN IT FOR YOU?• About you & me• Overview of Information Mapping• How does it work and how it’s used• FS Pro software demo• Where to next? • Q&A
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ABOUT YOU (WHO’S HERE TONIGHT?)
What’s in a name? Industries•Technical Communicator•Technical Writer•Editor •Content Designer•Information Architect•Content Engineer•Who did I miss?
•Financial•Government•Healthcare •Pharma / Biotech•High Tech•Telecom•Other?
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ABOUT ME• 10 years with Information Mapping Canada • Started in the mailroom at age 9!• 20th Anniversary!• Manage our talent• Manager and sales guy
And, I love Whistler!
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THANKS FOR COMING TONIGHT
1. Desktop guide 2. Draw for e-learning 3. Training in Vancouver
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WHO WE ARE• Information Mapping Canada (IMC) helps organizations
improve performance and productivity through effective written communication.
• We provide• training programs• documentation and consulting services• supporting software.
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INFORMATION MAPPING
INTERNATIONALINFORMATION MAPPING U.S.
INFORMATION MAPPING INDIA
CANADIAN PARTNER
• Solution Partners• Training Partners• Information Mapping® Certified Consultants™• Technology Partners
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LOCAL CUSTOMERS
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WHY IS IT CALLED INFORMATION MAPPING?
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WHY IS IT CALLED INFORMATION MAPPING?
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“I NEED INFORMATION TO DO MY JOB, AND I NEED IT YESTERDAY!!”
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CONTENT STANDARDSTECHNOLOGY STANDARDS
NEED FOR STANDARDS
?DOCUMENT
MANAGEMENT CONTENTMANAGEMENT
LEARNINGMANAGEMENT
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THE INFORMATION MAPPING METHODInformation Mapping® is an international and research-based content standard.
Using Information Mapping® results in information that is:
• easier to write• easier to read• more accurate, and • more reusable.
Really? Show me!
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USABILITY TIME TEST DEMONSTRATION Testing a typical policy against the same content Information Mapped
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USABILITY TIME TEST: “BEFORE” QUESTION
Find the answer to this question and raise your hand:
Which approved vendor should I call when purchasing IT audit services?
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USABILITY TIME TEST: “AFTER” QUESTION
Find the answer to this question and raise your hand:
What are the IT Mangers responsibilities in the purchasing process?
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OUR VISION: AN EXAMPLE
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THE AFTER: OUR SOLUTION
theINFORMATION MAPPING®method
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• Robert Horn• Universities of Harvard and Columbia• 40 years of experience
• Cognitive Psychology
• Learning Theory• Instructional Design
• Human Factors Engineering
• Communication Effectiveness
• Message Design• Usability• Media Selection
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COMPONENTS OF THE METHOD• Information types• Research-based principles• Modular information units
SIX INFORMATION TYPES
Help you to analyze the subject matter and categorize it according to its purpose for the audience
PROCEDURE
PROCESS
PRINCIPLE
CONCEPT
STRUCTURE
FACT
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COMPONENTS OF THE METHOD• Information types• Research-based principles• Modular information units Allow you to organize information effectively so that it
is easy to access, understand, and remember
CHUNKING
RELEVANCE
LABELING
CONSISTENCY
INTEGRATED GRAPHICS
ACCESSIBLE DETAIL
SIX RESEARCH-BASED PRINCIPLES
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BLOCK
COMPONENTS OF THE METHOD• Information types• Research-based principles• Modular information units
A manageable chunk of related information.
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MAP
COMPONENTS OF THE METHOD• Information types• Research-based principles• Modular information units
A collection of related Blocks with a title
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TWO FUNDAMENTAL QUESTIONS
• Can we “structure” all content this way?• If so, how do we ensure everyone structures the content
the same way?
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3 STEPS TO STANDARDIZE YOUR INFORMATION
ORGANIZATIONANALYSIS• Purpose• Audience• Information
Types
PRESENTATION• Presentation Modes• Publication and
Storage
• Research-Based Principles• Modular Content
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3 STEPS TO STANDARDIZE YOUR INFORMATION
ANALYSIS
ANALYZE AND PLAN THE CONTENT
Purpose: Inform Regiona Manager of the company’s policy for purchasing IT equipment
Audience: Regional Managers
Information Type:
“What’s an Information Type?”
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INFORMATION TYPES
How do I change a tire?
How does the engine work?
Should I drive on the left or on the right in the UK?
What is an airbag?
What are the parts of my dashboard?
What’s the maximum speed of this car?
PROCEDURE
PROCESS
PRINCIPLE
CONCEPT
STRUCTURE
FACT
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PROCESS & PROCEDURE
They are not synonyms!
• Process: A series of events or stages that occurs over time and has a specific result.
• Procedure: A set of steps that a person performs to accomplish a task.
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PROCESS
159 words
How does pay change due to an event
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THE SAME PROCESS “MAPPED”
131 words-18%
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3 STEPS TO STANDARDIZE YOUR INFORMATION
ANALYSIS
ANALYZE AND PLAN THE CONTENT
Purpose: Inform Regional Managers of the company’s policy for purchasing IT equipment
Audience: Regional Managers
Information Type:
FactPrinciple Proedures
ProessStructureConcept
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SOURCE Fact, Principle, Process
Principle, Process
Fact
Principle
Fact, Process
Principle
Fact, Process
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3 STEPS TO STANDARDIZE YOUR INFORMATION
ORGANIZATIONANALYSIS
• Purpose• Audience• Information
Types
• Research-Based Principles• Modular Content
PRESENTATION
• Presentation Modes• Publication and
Storage
Break up the content into modules of information so that each module is• self-contained• about one limited topic• serves one purpose• manageable in size
(7 +/-2 items)
• explicitly labeled
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6 RESEARCH-BASED PRINCIPLES
CHUNKING
RELEVANCE
LABELING
CONSISTENCY
INTEGRATED GRAPHICS
ACCESSIBLE DETAIL
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Title more accurately reflects the purpose and content of the document
Wall of words is broken out into modular
information blocks
Labels “advance organize” or preview the content for the
reader to allow scanning
But we’re not done yet!
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It’s still built on neutral, gray boxes of text - paragraphs.And they must be read!
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3 STEPS TO STANDARDIZE YOUR INFORMATION
PRESENTATION
• Presentation Modes• Publication and
Storage
ORGANIZATIONANALYSIS
• Purpose• Audience• Information
Types
• Research-Based Principles• Modular Content
A set of graphics that
• display the essence of each Information Type
• visually reflect what that Type means.
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PRESENTATION MODES
E-business connects business systems to · customers
· employees
· vendors, and
· suppliers.
PROCEDURE FACT
PRINCIPLE
STUCTURE
PROCESS
CONCEPT
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PLAIN LANGUAGEPlain language is communication your audience can understand.
Material written in plain language allows your readers to• find what they need• understand what they find, and• use what they find to meet their needs.
No one definition or technique defines plain language. Plainlanguage is defined by results.
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B&A PLAIN LANGUAGE
When the process of freeing a vehicle that has been stuck results in ruts or holes, the operator will fill the rut or hole created by such activity before removing the vehicle from the immediate area.
If you make a hole while freeing a stuck vehicle, you must fill the hole before you drive away .
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AFTER MAPPING
• Modular• Clear• Graphical• Standardized!
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STANDARDIZED BLOCKS OF INFORMATION...
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...ARE ASSEMBLED INTO INFORMATION PRODUCTS
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...AND REASSEMBLED FOR DIFFERENT CONTEXTS
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...AND AGGREGATED INTO LARGER COLLECTIONS
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REUSE BLOCKS OF INFORMATION...
PROCESS Purchasing process
FACT List of approved vendors
• Training• E-learning• Call
centre• others?
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Other ContentOther
ContentOther ContentOther
Content
L3 & L4 Process Maps5.01 Address Unrepresented Injury Claim
Inju
ry A
djus
ter
(Unr
epre
sent
ed, R
epre
sent
ed, H
igh
Risk
, Rec
over
y Co
ordi
nato
r)Cl
aim
Cent
erCu
stom
er/
Cust
omer
Re
pres
enta
tive
Man
ager
FacilitateMD needs
Ifoutstanding
Ifpaymentsrequired
5.01.01Receive Assigned Exposure
(Injury)
5.01.07Segment
Claim
04 Address Non-injury Claim
Needs
From Complete FNOL
(2 of 2)
5.01.02Complete Pre-Call
Work(Injury)
5.01.05Negate orNegotiateSettlement
End of Process
CustomerSeeking
treatment
Recovery expected< 12wks
Recovery expected> 12 wks
Initial reviewTrigged byExposure’s
Risklevel
If Feedback/coaching
required
If settlement Opportunity exists
ProvideInformation
ProvideInformation
If settlementOpportunity exists
ProvideInformation
05.01.11Close Claim/
Exposure
5.01.06Perform Manager Review
ReceiveNegate/
Settlement
Not ready to settle
5.01.08ProvidePrimary
Care
5.01.09Provide
Secondary Care
Complex recoveryexpected
05.01.04Confirm
Coverage&
Liability
07.05ProcessPayables
No outstandingpayments
No paymentsrequired
5.01.03Touch File
(2nd)
05.01.03Touch File
05.05Provide
Enhanced Care
5.01.03Touch File (1st)
Customer seeking treatment
Customer not seeking treatment
Meet Customer’s Needs
Manage Recovery
Pursue negate or fair settlement
The Topic Making Machine!
WorkflowEnterprise
Writing
STANDARDS FOR TEAM WRITING
SME Writers
Legacy Content
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TWO FUNDAMENTAL QUESTIONS
• Can we “structure” all content this way?• If so, how do we ensure everyone structures the content
the same way?
YES WE CAN!!It is possible to Info-Map most content and
it is easy to learn and apply.
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BENEFITS FOR READER AND WRITER
RETRIEVALACCURACY
+32%INITIAL
LEARNING
+83%+38%USAGE
-54%
-90%
SUPERVISORQUESTIONS
-30%
ERROR RATES
-54%
READINGTIME
-50%
NUMBER OFWORDS
-30%-83%
TIME FOR FIRST DRAFT
-75%
REVIEW TIME
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BENEFITS FOR ORGANIZATIONS
COST reduction
• Capture employee knowledge• Increase operational
efficiency• Reduce support calls• Decrease translation costs
REVENUE growth
• Reduce time to create content
• Accelerate time to market
RISK mitigation
• Reduce risk by consistent documentation
• Increase safety and compliance
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CHECKING IN:• About you & me• Overview of Information Mapping• How does it work and how it’s used• FS Pro software demo• Where to next? • Q&A
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FS PRO 2013Technology
Services
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OTHER TECHNOLOGIES
FS Pro SharePoint Connector
Authorit Information Mapping Kit
FS Pro for Adobe FrameMaker
DITA specializationTechnology
Services
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CERTIFICATION: INFORMATION MAPPING PROFESSIONAL™
Become certified as Information Mapping® Professional™ (IMP) to demonstrate mastery of the fundamental principles and concepts of the Information Mapping® method.
• Online exam• Included in all training programs with Foundation
+ Master• Valid 3-year
TrainingServices
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CERTIFICATION: INFORMATION MAPPING CERTIFIED CONSULTANT ™
Become an Information Mapping® Certified Consultant™ (IMCC) and join a growing global network of those using Info-Mapping® in their commercial business.
• Written and verbal exam• License to sell Information Mapping services• Valid 1-year
TrainingServices