rebuilding your mindset for the future of content work [tekom /tcworld 2013]
Post on 18-Oct-2014
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[A variant of my session from http://bit.ly/nozu_istc13a now with "The bright side of the NSA scandal!] This session is about getting yourself ready for the future, whatever it may bring. Change is not something that we usually excel at in technical communications. If we don’t update our thinking, content and methods, each new wave of technology puts us yet another step behind the curve. Even though tablets and smart phones have reached near ubiquity with professional users, most organisations do not have their people, processes, platforms or content ready for mobile delivery. Many are not even internet-ready. Today we’re bombarded by announcements of new content creation and consumption technologies that are wearable, social, dynamic or embedded directly in products. Although we can talk about how to do something about it, before our content and processes can change, we must change. We must address what is actually holding us back: how we think about our content in the first place. This session will provide a new and inspiring perspective on how you can and must work with content to be ready for the future. We’ll look at updating our processes, structures and the biases and habits that surround them.TRANSCRIPT
@nozurbina #tcworld #tekom
Rebuilding your mindset for the future of content work
Noz Urbina, Consultant
@nozurbina
@nozurbina #tcworld #tekom
Noz Urbina
~ Consultant/Trainer for Mekon Ltd.– Content strategy, Technical Communications– 10 years in content and mark-up– Author– Chairperson for Congility Events (congility.com)
@nozurbina #tcworld #tekom
The challenge
Google Glass
Samsung
Smartwatch
Smart TVs
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EyeTap
Vuzix M100
Recon Jet
Epson Moverio (on sale)
Telepathy One
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Free, Social AR Smartphone App
AurasmaGenerat
ed
Reality
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Gesture control
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BMW Augmented Reality
Generat
ed
Reality
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Combined solutions
~ Two engineers (one onsite, one at a desk) +~ Augmented reality headsets +~ High quality gesture control +~ Large displays +~ The cloud +~ Extranet content +
= Your best engineer anywhere
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Your best engineer anywhere
Support Desk
Interaction
Content
Speech
Video
Field Engineer
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THE MINDSET BARRIERWhat’s holding us back?
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Tech
nic
al
Docu
men
tati
on
Silos in the Organisation
Customer Needs
Product Development
Mark
eti
ng
Train
ing
Su
pp
ort
/Serv
ice
Pro
du
ct
Mg
mt
The customer doesn’t care about your org chart!
@nozurbina #tcworld #tekom
Our species once couldn’t translate 3D content to a 2D canvas
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Don Yang, 950s Raphael, 1510
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Customer experience is 4D
1. Length 2. Width3. Depth
1. “Drill down”2. Progressive disclosure3. Multi-asset relationships /
references4. Search/Social <-> Main content
4. Time1. Dynamic, real-time content2. Audience/context-specific content
12
3
6
9
1st
2nd
3rd
4th
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4
ProdMan or
TechComm (PDF)
1
Marketing (HTML)
2
3
We Conceive Content in 2D
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AuthoredAggregated/
Generated?Authored
“I’d like an answer now please”
(14: 25 Sep 26, 2013) All publishing is now database
publishing
Watch my blog for more detail... Lessoworkmoreflow.blogspot.com
Customer experience is 4D
@nozurbina #tcworld #tekom
Twitter is a first-D platform
~ Each tweet provides the tips of various content “pyramids” you can drill into
#elearning @tomspk Congility
2013
ILT
Magazine
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Kindle in 4D – Task timing
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Kindle in 4D – Social highlights
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How we create meaning
We compare each individual situation…… with personal past experience…… by matching…Mental models~ Semi-consciously selected, incomplete images~ What (we think) we understand of the world~ How we face the world: Options? Solutions?
Confidence?
Kai Weber, http://bit.ly/kai_meaning
@nozurbina #tcworld #tekom
The biggest barrier
~ Our mental models of content are going out of date– Our flat, 2D models of content don’t map to the
4D world of customers
~ User expectations are driven by the world they live in, not (just) what we publish to them
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THE ANSWER:CONTENT DESIGN
Content modelling and the Android Design Principles
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"Aggregated
metadata can
be more
revealing
than
content.“
– J. Kirk
Wiebe & Bill
Binney
"Not looking
at content...
sifting
through
metadata“
– Barak
Obama
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The public now
touches metadata
every day
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Simplify My Life
~ Only show me what I need when I need it
http://bit.ly/noz_droid
http://bit.ly/noz_droid
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Info
Vie
w
1
2
Help
View
Embedded help
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@nozurbina #tcworld #tekom
Proactive assistance
~ Timed appropriately for my skills and context– UI item descriptions– Field validation guidance (number or date formats; where
the user can find the data; banned characters)– Concept short descriptions– Terminology / Glossary– Wizard introductions– Lists of related help tasks
~ Could be replace (or at least reuse to/from) traditional help or manuals.
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@nozurbina #tcworld #tekom
Enchant Me
~ Let me make it mine / Get to know me
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Socially enabled across silos
Comments
In-line discussion
Page discussion
Community
and
Personal
data
Bookmark/Download
Let users build and
share their own
deliverables, for
any format
@nozurbina #tcworld #tekom
Simplify My Life
~ Keep it brief
http://bit.ly/noz_droid
@nozurbina #tcworld #tekom
Simplify My Life
~ Pictures are faster than words
http://bit.ly/noz_droid
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Ifixit.com
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BRINGING IT ALL TOGETHER
Content strategy
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Content Strategy
Development efficiency &
significant cost avoidance
Unified Framework for Content
Delivery, Measurement and Improvement
Brand Equity, regional markets
& revenue channels
Content
Strategy
Business
Goals
Enabling,
Product data &
Technical Content
Persuasive,
Sales &
Marketing Content
More than words, more than tech
@nozurbina #tcworld #tekom
Final Take-Aways
~ Don't think about your year at the expense of your career
~ We are responsible for the whole customer experience
~ We have to collaborate~ Structuring content gives it agility
– You’re not making deliverables. You’re making content that might be expressed in many, many deliverables
@nozurbina #tcworld #tekom
BOOK DRAW!
@thecsbookthecontentstrategybook.com