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Why would we want to talk to customers or them to us?

TCUK 03 Oct 2012Ian Ampleford, Director of Technical Communications

Peter Jones, Information Architect

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Who or what is ARM?

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ARM is a UK based company with over 2000 employees We have design centers in:

France Germany India Norway Sweden UK USA

We design Intellectual Property (IP) with a number of partners We don’t manufacture processers or silicon chips How many ARM-based devices were sold by our partners in 2011?

Who or what is ARM?

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Finding folk to talk to you part one Why would we want to talk to them?

We were changing to a DITA content model. We were advised by our consultants to do this:

Mekon. The Rockley group.

We wanted to involve our customers in the change. We didn’t know how our audience used the content:

Reference? Task? Concept? How often? On-line?

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Finding folk to talk to you part one Why would we want to talk to them?

We were changing to a DITA content model. We were advised by our consultants to do this:

Mekon. The Rockley group.

We wanted to involve our customers in the change. We didn’t know how our audience used the content:

Reference? Task? Concept? How often? On-line?

Our boss thought that it was a good idea

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Finding folk to talk to you part one Why would we want to talk to them?

We were changing to a DITA content model. We were advised by our consultants to do this:

Mekon. The Rockley group.

We wanted to involve our customers in the change. We didn’t know how our audience used the content:

Reference? Task? Concept? How often? On-line?

Our boss thought that it was a good idea. We agreed that it was a VERY good idea!

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Finding folk to talk to you part two Why would they want to talk to us?

To be involved in the change. The content we provide has room for improvement. They have suggestions for improvement.

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Finding folk to talk to you part two Why would they want to talk to us?

To be involved in the change. The content we provide has room for improvement. They have suggestions for improvement. Their boss thought that it would be a good idea?

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Making arrangements

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Interviews

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What we learned part oneListening to customers:

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What we learned part two

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nullam mattis sem a nisi pellentesque pellentesque. Aliquam erat volutpat. Duis at justo vel nisi vehicula ultricies. Phasellus ornare urna turpis, et vestibulum felis. Vestibulum ac dignissim augue. Sed sodales sagittis rhoncus. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas. Donec sed urna tortor. Ut ac vestibulum orci. Aenean ipsum magna, porttitor vitae congue a, dapibus quis augue. Morbi ornare neque vel dui tincidunt ac commodo magna volutpat. Donec nec quam purus, vel faucibus dolor. Curabitur facilisis rhoncus pellentesque. Cras mollis consequat libero, at dignissim magna congue viverra.Pellentesque libero nisi, tincidunt vel condimentum at, ultrices vitae sapien. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam vestibulum consequat elit, convallis dictum dui fringilla eget. In nec libero tellus. Aenean tincidunt accumsan volutpat. Sed id dui id lacus commodo pharetra pulvinar vel lorem. Pellentesque in nulla sem. Nam pellentesque sapien non justo suscipit hendrerit. Quisque aliquam elementum metus, quis accumsan nisl scelerisque lobortis. Integer tellus arcu, dapibus id cursus eu, sodales id purus. Mauris in gravida leo. Sed condimentum bibendum lacus, vel blandit lorem dictum sit amet. Quisque luctus cursus justo. Vivamus molestie adipiscing urna, sed sodales massa elementum eget. Duis a tortor sed elit suscipit tristique.

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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nullam mattis sem a nisi pellentesque pellentesque. Aliquam erat volutpat. Duis at justo vel nisi vehicula ultricies. Phasellus ornare urna turpis, et vestibulum felis. Vestibulum ac dignissim augue. Sed sodales sagittis rhoncus. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas. Donec sed urna tortor. Ut ac vestibulum orci. Aenean ipsum magna, porttitor vitae congue a, dapibus quis augue. Morbi ornare neque vel dui tincidunt ac commodo magna volutpat. Donec nec quam purus, vel faucibus dolor. Curabitur facilisis rhoncus pellentesque. Cras mollis consequat libero, at dignissim magna congue viverra.Pellentesque libero nisi, tincidunt vel condimentum at, ultrices vitae sapien. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam vestibulum consequat elit, convallis dictum dui fringilla eget. In nec libero tellus. Aenean tincidunt accumsan volutpat. Sed id dui id lacus commodo pharetra pulvinar vel lorem. Pellentesque in nulla sem. Nam pellentesque sapien non justo suscipit hendrerit. Quisque aliquam elementum metus, quis accumsan nisl scelerisque lobortis. Integer tellus arcu, dapibus id cursus eu, sodales id purus. Mauris in gravida leo. Sed condimentum bibendum lacus, vel blandit lorem dictum sit amet. Quisque luctus cursus justo. Vivamus molestie adipiscing urna, sed sodales massa elementum eget. Duis a tortor sed elit suscipit tristique.

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What customers really want

I have an idea, help me make it work.

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What now? We send updates if there is progress with any of the issues

that a customer has raised. We participate in a customer survey to measure document

satisfaction: Satisfaction and neutral returns are currently at approximately 95% We get in contact if a customer states that they are dissatisfied and

wishes to discuss their concerns We seek possible enhancements if the dissatisfied customer does not

wish to discuss the issue We react quickly to errata when our customers raise them We are collaborating with other parts of the business to

standardize our deliverables, We are discussing delivery and format of source files.

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Thank you

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Questions?

Questions and suggestions are welcome

Please contact ian.ampleford@arm.com or peter.jones@arm.com

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AcknowledgementsSlide 1 Kilroy http://lelandrucker.com/wp-contents/uploads/2011/04/kilroy.jpgSlide 2 Mekon www.mekon.comSlide 3 Dr Evil http://bennyhills.fortunecity.com/leary/378/bigglesworth.htmlSlide 4 Smiley sycophants http://christiandebates.yuku.com/topic/594Slide 9 Nascar http://en.wikipedia.org/wiki/File:NASCAR_practice.jpg Phone http://hellskitchennyc.blogspot.com/2010_04_01_archive.html Roulette wheel http://en.wikipedia.org/wiki/File:Roulette_-_detail.jpgSlide 10 Meeting table http://www.emailogic.com/blog/?p=239 Language barrier http://www.stargazersworld.com/category/advice/improve-your-game/page/2/ Conference call http://www.babybokchoi.com/2011/03/25/conference-call-work/ Scroll http://meganpragel.wordpress.com/category/history-of-visual-communications/ Business cards http://www.japanikuiku.com/185/japanese-business-card-exchange-meishikoukan/ Collaboration http://tony-wilson.com.au/blog/why-collaboration-works-%E2%80%93-it%E2%80%99s-not-just-sharing-information/Slide 11 Simulation http://www.cl.cam.ac.uk/research/srg/han/hprls/orangepath/timestable-demo/channel-io.html Tesla http://1.bp.blogspot.com/-UNUVqRO5Fgw/Te0_pUJIjSI/AAAAAAAAQdM/xtrVIr1Xv3I/s1600/Tesla18Dalek10006Ft.jpg Silos http://justincaseyouwerewondering.com/2011/09/15/3-questions-that-help-me-define-imc/Slide 12 Lost http://collegecandy.com/2009/06/30/life-after-college-im-lost-literally/ Fog http://upload.wikimedia.org/wikipedia/commons/thumb/3/3f/San_francisco_in_fog_with_rays.jpg/558px-San_francisco_in_fog_with_rays.jpg Jigsaw http://flower-monster.blogspot.com/2010_06_01_archive.htmlSlide 13 Unicorn http://flyingpinkunicorns.blogspot.com/ Goal http://www.admissioncouncil.com/aboutus.php Crystals http://en.wikipedia.org/wiki/File:Insulincrystals.jpg Frame http://www.themezoom-neuroeconomics.com/Golden_Frame Package http://www.filecluster.com/reviews/tag/mac/page/2/ Today http://www.mricons.com/icon/1666/128/calendar-today-icon Navigation http://howtowritebetter.net/writing-directions-%E2%80%93-north-south-east-west-or-what/Slide 14 Listening http://gregdetisionlinesuccess.com/wp-content/uploads/2011/08/listening1.jpg