Tos spectrum2012 presentation_dist

Building a business case to get the tools you need to improve your technical documentation

Tricia Spayer, STC Rochester Spectrum Conference 23 April 20121

Basics of business casesSteps to building a business caseQuestions to ask and answer before presenting business cases

© 2012 Tricia SpayerSTC Rochester Spectrum Conference 2

Justification plan for business project◦ Show current pains/ limitations◦ Show evaluations of several options◦ Show your recommended option◦ Show examples of how option improves your process◦ Show total costsNOT Business Plan


Do you need to change?Do you currently have limitations?Will new solutions benefit the company/ client?What’s in it for you?Who’s your audience?


Be proactiveAttend conferencesAsk questions and participate in listservs, online groupsNetwork – find out what other companies/ consultants are doingRead – find out what future trends are – how can you get there


From immediate managerFrom other departments (key stakeholders)Involve them in your decision-making process


1. Reason2. Requirements3. Options4. Costs5. Recommended Solution

7© 2012 Tricia Spayer

STC Rochester Spectrum Conference

Executive SummaryWhat is your current process?◦ What are limitations?◦ Current pains?Can you improve process?◦ Hardware◦ Software◦ Training◦ PeopleGoal/ Scope of project


Better use of our documentation resources◦ Training department currently copies & pastes

information from manuals and other presentations, but only when time permits

Make our documentation more useful, consistent


Too much information◦ Huge, overwhelming manuals◦ Not all customers need all informationOur audience isn’t receiving the most effective information◦ Different levels of users need different types of

information◦ Different applications require different information


In an ideal world, you would:◦ Create X◦ Output X, Y and ZYour clients require A, B, CCompany business needHow are translations handled?


Usable by multiple departments◦ Manuals◦ Training◦ Marketing◦ OthersShort learning curveAbility to re-use content efficientlyAbility to import legacy documentation


Translations are EXPENSIVE◦ Using XML, only send translator what has been changed

since last time something was translated◦ Once a piece of information has been translated, it can

be used anywhere we want (in training materials, in sales presentations, etc.)

Our current software solutions do not support efficient use of translation memory◦ XML is used in translation memory tools. These tools do

not touch format, only content.


Evaluate each option◦ If new tool, create sample deliverablesGet demonstrations for your groupGet feedback from key stakeholdersHow does each option improve your current process?◦ Limitations of each option◦ Costs for each option


Feature/ Objective

Current Method Option A Option B Option C

Print docs Print, PDF Print, PDF Print, FrameMaker, MS Word

Print, PDF

Web/ Help docs none HTML, DHTML,WinHelp, JavaHelp,OracleHelp, HTMLHelp, XML, DITA

Cross-browser, cross-platform Help, Web, CD-ROM

HTML help 1.x,Winhelp, MicrosoftHelp 2.0, XML,Browser-basedhelp, e-Books

Localizations Send manual file for translation/ DTP

Unicode support.Add-on module.

ISO Unicode 10646Localizationmanager.

Unicode enabled,Extended language support, localized WebHelp Skins

User Training n/a 5 days (in quote) Varies from 2-4 days Available

Comments Quote includes: Template creation,Implementation, Workflow analysis,training, andinstallation.We had a demo.Concept seemedlogical to multipledepartments.

Would not benefitTraining department. More of a lateral movefrom what we havenow.

Designed fororganizations withmedium to large volumes of complexinformation, multiple languages, and many types of authors andContributors



YouOther departmentsHow will they benefit/ save time or money/ collaborate?


For youFor your teamFor IT departmentWhat is the learning curve?Will you self-learn? How much time?Who will train people who will be onboard later?


How long will implementation take?How will you make transition?What project(s) will transition?Will you/ your team perform implementation, or hire someone?Who will “own” this tool?


Access from internetAdding usersWill users be able to see work from other departments?


Tools, licensesTime commitmentTrainingConsultingImplementation


Licenses/ seatsYearly maintenanceTechnical supportUpgradesCompatibility with existing softwareBridge software to move existing data into new systemHardwareSupport from IT


How long will it take company to see expected results?Do you translate?Will customer support costs decrease?


How does this option benefit your company/ client?What can you do with new option that you couldn’t before?What is ROI?Does it save time? Money?How does your proposed solution tie into your company’s business plan or strategic goals?


The Library (database) will store information, pictures, and videos in one location (decreases network storage)Multiple departments can access this library (library has access control)Each department will be able to re-use information more efficientlyAdding HTML help to our software interface will be a competitive advantageUser manuals will be more user-friendly, modular, more application-specific


Ties in with Modularity concept within our companyTranslation costs & time will be dramatically reduced, using XML technology & translation memory toolsReview time in-house will be reducedFuture expansion built-in


Be confident, excitedShow your initiativePrepare handout matrix of evaluated optionsHave a purchase requisition completed, ready to be signedClose the deal!


Kemp, Al. Business Case Primer. 2006. http://www.impactonthenet.com/bc-oae.html(includes example business cases, more references)Molisani, Jack and Graham, Bonni. How to Build a Business Case. STC Intercom magazine July/August 2008.Rockley, Ann and Cooper, Charles. Managing Enterprise Content: A Unified Strategy. 2002 (2012 Second Edition available).


http://www.impactonthenet.com/bc-oae.html

Contact me via email: [email protected]



mailto:[email protected]

Technology

Tos spectrum2012 presentation_dist