Winning knowledge spaces_lavacon_2015(slideshare)

© 2015 Medidata Solutions, Inc. © 2015 Medidata Solutions, Inc.

The new paradigm in product documentation Winning Knowledge Spaces = 1 wiki + “Every Page is Page One”

Nitza Hauser

@NitzaHauser #LavaCon

© 2015 Medidata Solutions, Inc.

Agenda Background - a word about Medidata and TCS

The challenge - time to change the paradigm

The platform

Implementation

“Every Page is Page One” and other underlying principles

Special considerations

Timeline

Summary

Feedback received

Lessons Learned & what’s next

Knowledge Spaces - the new paradigm in product documentation

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About Medidata


3

Who We Are and What We Do


About Medidata


4

Powering Smarter Treatments

and Healthier People


About TCS


5

Technical Communication Services (TCS) is a team of authors and engineers

within Technology Operations

Authors are embedded within product teams:

Knowledge engineers support our implementation platform:


TCS Mission


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Empowering users to better

achieve breakthroughs in life

sciences by imparting clear,

direct, timely, and expert

product knowledge.


The Challenge

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Knowledge Spaces - the new paradigm in product

documentation

Imparting Platform Knowledge to Our Users


Why Change?


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Needed a paradigm shift:

Represent the entire Medidata Clinical Cloud platform

Adapt to today’s user behavior patterns

Produce more then just ‘online help’

Scale to growing set of products

Reduce the time & effort needed to produce and deliver content


Implied Changes


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Deep changes to workflow and thought processes:

Manage all product knowledge spaces now that they all appear in one place

Apply consistent styles, agree on standards

Coordinate, develop cross-linking between spaces

Change writers’ mindset.

Move from thinking ‘TOC’ and ‘linear’ to thinking ‘random’

Move from talking about ‘this article’ and ‘using this space’ to user workflows and tasks

Learn to use labeling/tagging concepts


Requirements


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We needed a system that will allow us to:

Author, review and deliver our content with ease

Single source into other presentation formats

Re-use content

Support multiple languages

Use APIs to integrate with other systems

Support templates

Support tagging/labeling

Have version control

….

© 2015 Medidata Solutions, Inc. 11


The Platform

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documentation

Building the Medidata Clinical Cloud Documentation Platform


Why Confluence


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Wiki-based authoring and delivery system:

Content management system

Ability to single-source

True content “re-use”

Language support (UI) and Localization

APIs for ease of integration

Integrates with JIRA, Hipchat, etc.

Ease of use for authoring and delivery

Tagging

Version control





Confluence

Organization


Implementation

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documentation

1 wiki + “Every Page is Page One”


Every Page is Page One (EPPO)


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Self contained

Specific and limited purpose

Establish context

Conform to pattern or type

Stay on one level

Assume the reader is qualified

Link richly

http://xmlpress.net/publications/eppo


Example


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Establishing

Context

https://learn.mdsol.com/display/MCKSprd/Managing+Dropdowns+in+CTMS

https://learn.mdsol.com/display/MCKSprd/Managing+Dropdowns+in+CTMS


Example


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Conform to

Type


Example


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Stay on one

level -

Pathfinder


Example


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Stay on one

level -

Workflow


Example


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Link Richly


Minimalism – Less is More


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Increases clarity

Eliminates unnecessary words and phrases

Reduces translation cost


Localization


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Knowledge Spaces are available in multiple languages

Delivery:

English & Japanese at GA

Other languages (Chinese, Korean, etc.) a little later

Self-serve PDFs are available in all locales

Context-sensitive help is also locale-sensitive


Example


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Same article –

multiple languages


Knowledge Space as Training Manual


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Knowledge Space organization closely follows

training flow

A library of “Show Me” videos

enhances the user experience


Example


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Training Manuals


Plan of Attack


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2 parallel task forces:

Knowledge Standards

• Implement “Every Page is Page One”

• Establish article types

• Develop templates and processes

• Create writing guidelines / style guide

• Prepare training

Technical Implementation

• Adopt new platform

• Implement and test authoring add-ons

• Develop UX theme

• Implement templates

• Establish and test localization process


Implementation Timeline


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Investigation and early prototyping – November 2012 – January 2013

Business case and proposal – January 2013

Tool evaluation and selection – February 2013

More detailed prototyping & trial development – March – August 2013

Final approval – June 2013

Infrastructure implementation – July – September 2013

Team training on “Every Page is Page One” – October 2013

First new articles available - November 2013

Re-engineering legacy content – 2013-2016

Calibration and adjustments – on-going



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Building Quality Knowledge Spaces


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Write

Article(s)

Space

Planner

Translate

Copy-editDev. EditSME

Review

Peer

ReviewSTC

Quality Control

AccuracyStyleEPPO Usability


Space Planners


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Knowledge Spaces

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documentation

Why they are better


Advantages of Knowledge Spaces


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For our users:

Improved presentation of content

Ability to interact with Medidata and each other

One-stop shop for product knowledge

Context-sensitive help

Tasks, concepts and reference material

Recommended workflows

Troubleshooting information

Self-serve PDFs


Advantages of Knowledge Spaces


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For TCS:

Much easier to author

Everyone can contribute (not just TCs)

Easier review cycle

Publication performed by admin

Share, link, and re-use content across entire product platform


Customer Feedback


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“Excellent page to know more detailed information on [product]. Given very clearly for each and every

steps explained. I don't think separate manuals are needed.” (comment from user on home page of one of our

knowledge spaces)

“I don't have any further feedback at this point about the Knowledge space other than everyone seems

to be a fan of it. :)” (response from a Medidatian attending the 2015 Symposium user conference)

“Just had lunch w/customer from […]. Uses the [list of] products and thinks Knowledge Spaces are

well written.” (from a team member attending the Symposium)

“Yesterday I sat in on an 'Academic' session at Symposium. Unsolicited, the presenter from […]

commented how wonderful Confluence/Knowledge Spaces are [and] how it's made his life easier

because he can simply refer people/questions to the link rather than having to research answers and

respond to them all personally.” (from our VP, attending the Symposium)

“Our lead for [Medidata software] adoption claims she is not technical. However she was impressed

with the ease with which she was able to navigate the pre release notes. […] She likes the content…

nice work! The client can find, navigate and understand the documentation.” (feedback from Client Services)


Winning Knowledge Spaces


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"[The Balance knowledge space] is a high-quality product with a well-designed structure and depth of

content. It exhibits some of the best features for its delivery medium, such as easy navigation,

breadcrumb feature, and videos.”

“[The iMedidata knowledge space] is thorough and easy to follow. It takes the audience into account

and provides customized paths for different users depending on experience and purpose of the visit. It

is obvious that a team of writers created this but the writing and styles are consistent.”

“This [Rave EDC] knowledge space is engaging and generally well-designed with good navigation and

good, meaningful use of color. It provides a comprehensive set of content in a useful, consistent

format. Good use was made of the wiki delivery platform and all its features.”



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What’s Next

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documentation

Lessons Learned & Upcoming Improvements


Example


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Global

Glossary


Lessons Learned


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Get everyone involved

Be agile

Accept that constant change is inevitable

Roll change out incrementally

Collaborate

Constant marketing

Think big


Platform Tools


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Confluence [Atlassian] – development documentation platform

JIRA [Atlassian] – (agile) project tracking platform

Scroll Versions* [k15t] – space version control for releases

Scroll Translation* [k15t] – content translation (export/import or in-space)

Scroll PDF* [k15t] – full control over PDFs

Google Authenticator [AppFusion] – single sign-on (SSO) with Google

LucidChart plug-in* [LucidChart] – online chart and diagram tool

Content Formatting* [Adaptivist] – added navigational macros (e.g., workflow)

Enhanced Tables* [BobSwift] – improved presentation for tables----

* Confluence add-on/plug-in


Discussion and Q&A


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