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Embracing a Knowledge Ecosystem
Knowledge-as-a-Service Using Cloud-Based
Aggregation and Delivery
Tom Williams | Autodesk
05.05.2014
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We help people
imagine, design, and
create a better world
We help people
imagine, design, and
create a better world
Helping is more than just
providing the tools
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Is this you?
1. Employees, partners, customers share
knowledge all over the place?
2. That knowledge needs to be delivered to
multiple ‘channels’?
3. Pace of business change is accelerating?
4. Extreme need to scale?
5. Knowledge management vendors want to sell
‘all in one’ solutions to you?
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Inconsistent Delivery & Measurement
usa.autodesk.com
Trisoft CMS
Online Help
SFDC Case Management
21M page views/mo
1.7M content pages/yr
14 languages
2.4M page views/mo
40,000 threads/yr
6 languages
Lithium Forums
10 languages
Knowledgebase Contact Us
9.5M page views/mo (for /support)
3,000 articles/yr
1 language
SFDC
ArticlesLithium Tribal
Knowledgebase
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Highly-motivated global ecosystem of
highly-specialized expertise and knowledge
• Employees
• Resellers
• Training Centers
• Student Expert program
• Highly-engaged community of users
• Designated experts in large accounts
Opportunity: Established Ecosystem
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What is a “Knowledge Network”?
“Knowledge Management”, but:
Beyond the bounds of a single enterprise
Embracing a broad ecosystem of multiple
sources and contributors of knowledge assets
Blended, multifaceted approach
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No single
CMS -
Aggregate &
Standardize
Content
Embracing Ecosystem Complexity
Tutorials
& Help
Wiki
Support
Knowledge
Base
YouTube
Discussion
Groups
Blogs
IN PRODUCT BROWSER MOBILE
Design for
Multichannel
Delivery
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Tutorials
& Help
Wiki
Support
Knowledge
Base
YouTube
Discussion
Groups
Blogs
Autodesk
Screencast
Community
Programs
IN PRODUCT BROWSER MOBILE
Third-
Party
Content
Accelerate Community Contribution
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Tools
Programs
Content
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Autodesk Partners Community
FeedbackViewSearchBrowse Rate
Aggregate
Qualify
Analyze
EnrichIndex
ClassifyTranslate
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Service-Oriented Architecture, in the Cloud
Java Web Services on Amazon WS
JSONP/XML
RESTfulQuery
SEARCH
JSONP/XML
RESTfulRequest
CONTENT
JSONP/XML
RESTfulRequest
USER FEEDBACK
IN PRODUCT BROWSER MOBILE
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Conceptual Architecture
Knowledge
Assets
Knowledge-as-a
Service
Presentation Layer In-Product Viewer
Tutorials &
Learning
Materials
YouTube Blogs.Help
Documentation
SFDC Articles –
Customer Service
& Support
SaaS
Products
In-Product
Features
Desktop
Products
Autodesk Web
Sites
Mobile
browsersGoogle
Contextual
Help
Search
Web Site Web Services
Apps
Partner & other
3rd Parties
Lithium
Community
Accepted
Solutions
Autodesk Partners Customers
Discovery- Search
- Faceted Navigation
- Feeds
Syndication- Syndicate knowledge in a
presentation neutral
format
Feedback- Usage
- Ratings
- Comments
Au
tod
esk K
no
wle
dg
e N
etw
ork
Framework &
Tools- Taxonomy
- Content Guidelines
- Tagging Standards
Access Points
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Help Content Restructuring Program
1. “Topic-based Authoring” – ‘atomization’ / ‘chunking’– Web-ready –‘Every page is the first page’
– Well-formed “Lego blocks”, modular, reusable
– Meta tagging standards to drive search-ready content
– Clean, simple, constrained DITA
2. Keep it light, do it right – High-quality, simple, helpful content
– Think mobile and web, not print
– Get rid of complex over-designed ‘cruft’
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Cloud-based Documentation Pipeline
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Online Help Content
• DITA content standard
– Industry standard XML
– Modular, reusable
– Highly-localizable
• DITA Open Toolkit
running in the Cloud
– Extremely scalable
– Rapid, automated
transformation
– Well-formed HTML
• Optimized for responsive,
multichannel delivery
DITA Open
Toolkit
Cloud
Storage
Web-ready
format (JSONP)
Support & Service Content
• SFDC Articles extracted
to Cloud and transformed
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Intelligent Crawling & Aggregation
Autodesk knowledge of content
informs data extraction:
• Selective extraction
• Utilize hidden and custom
metadata
• Intelligently handle
‘duplicate’ content
• Weight content according to
source
• Tune with weightings on
different fields
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Auto-Classification & Auto-Tagging
• Text analytics applied to extracted content to ‘recognize’
known taxonomy terms, classify content
• Enriches and standardizes metadata and tagging
• Core technology: GATE (open source)
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Excellence in Search Relevancy
Custom relevancy model
• Leverages enriched ‘hidden’ data
• Tunable according to communication channel
• Influenced by taxonomy of product functionality
Integrated into Autodesk’s ‘hero’ products for four releases now
Core technology: SolrCloud
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Proof – Relevancy for Autodesk Users• Side-by-side blind comparison against Google Site Search
• AutoCAD 2011 Web-based Help
• Judged by 14 internal AutoCAD experts
• Test cases based on real world users as well as AutoCAD test plans
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Syndicate for Multichannel Delivery
Syndicate answers from:
• Help Documentation
• SFDC Articles – Support &
Service Knowledgebase
• Lithium Discussion Forums
(Accepted Solutions)
• YouTube Channels
• Blogs
• Autodesk web sites
Content stored in the Cloud in
presentation-neutral, web-ready
formats (XML/JSONP)
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Crowd-Sourced Curation by Community
Universal user feedback
mechanisms across
different presentations
of content
EngagementHelpfulness
Sharing
Comments
Usage
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Expanding Knowledge Contribution
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Autodesk Screencast –
Simple free utility for
recording and sharing an
information-rich tutorial
or demonstration
See it: http://chronicle.autodesk.com
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Encourage Contribution with Creative
Commons
• “Open Source” licensing of
learning and support
content
•Makes contribution more
inviting
• Facilitates reuse,
translation, remixing
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See it: http://autodesk.com/creativecommons
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As of today…
4 million visits per month
• 5 million content items in 15 languages
• 1.1 million unique pages transformed from DITA in the
cloud in 2014 so far
• 9,900 SFDC Articles – support knowledge base
• 26,000 blog articles
• 36,000 “Accepted Solutions” from Lithium forums
• 9,300 YouTube videos
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See it: http://knowledge.autodesk.com
Web site:
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Lessons Learned
• Cloud infrastructure and open source
technologies = great ROI
• Aggregation is flexible, “Future-proof”
• Deliver something early, then iteratively expand
• A successful solution begets new problems –
Content quality is our next big challenge
• Expanding analytics and feedback loops also a
critical focus where we’re playing catch-up
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Contact Information
tom.williams@autodesk.com
#ADSK_AKN
Autodesk Knowledge Network
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