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Requirements of Content Management Systems (CMS)
in Technical Communication
Prof. Dr. W. Ziegler
Karlsruhe University of Applied SciencesManagement & Engineering
Dep. Tech. Comm.
© Prof. Dr. Wolfgang Ziegler
Overview
Introduction
1. Reuse (Content, Structure)2. Change Management (Versions)3. Variant Management (Product, Media, Target Group, …)4. Translation (Language Variants)5. Automization (Publication, Aggregation)6. Integration (Data, Processes, Systems)
Summary
© Prof. Dr. Wolfgang Ziegler
Organization and information
Tech Com.Department
Develop.
Sales/Marketing Manufact.
ProductInformationPre-Sales After-Sales
… the black box
© Prof. Dr. Wolfgang Ziegler
Information and the product lifecycle
TrainingManufact.R & D Service Sales
ERPData
CAD-DrawingsModels
Partslists
Requirements
Speci-fication
Sales-Doc.
Configu-rator
Hazardanalysis
DeveloperService
info
Tech. Desc.
CertificatesTests
SupplierDoc.
Service-Reports
Cust. Feedback
ProductCatalog
Data-sheets
Service-info &
Manual
MachineInfo
SystemUser
Manual
Help DeskInfoTraining
Doc.CBT/WBT
Plann.Install.Mount.Doc.
SparePart
Catalog
(Web)-Marketing
e-Business
PIM (PDM)Product Information Management
CMContent Management
StandardsPatents
Regul. Doc.
SPIM
© Prof. Dr. Wolfgang Ziegler
CMS drivers
Complexity of products Dynamics of product development Globalization Output requirements: quality and cross media
© Prof. Dr. Wolfgang Ziegler
Demanded CMS functionalities (by cust.)
Object Management (Archiving, Versioning of Content) 44% (80%) Retrieval Mechanisms (Search and View) 44% (80%) Management of Media/Graphic formats 67 % (85%) Reuse 67% (91%) and Version/Variant Control 44 % (79 %) Translation Process Management 56 % (76 %) Terminology Management 56 % (76 %) Cross Media Publishing 44 % (79 %)
tekom CMS-Study 2005/2008: Main CMS requirements
© Prof. Dr. Wolfgang Ziegler
(Component) Content Management
Authoring Managing Delivering
Optimization of internal processes
Content Management System
• Software supporting optimized processes• Requirements are defined by processes
Users• Technical Writers• Content Provider• Information Architects• Administrators
Requirements for users• Qualification
tekom modules• “Authoring systems“• “XML”
© Prof. Dr. Wolfgang Ziegler
10-step introduction procedure (tekom)
1. Analysis of actual state2. Estimating optimizing potential3. Definition of future system/state (Requir.)4. Evaluation and selection of system5. Specification of implementation6. Internal preparation7. Customizing 8. Installation9. Training and migration10. Using and optimizing
Process(Re-)Engineering
Content & MediaEngineering
© Prof. Dr. Wolfgang Ziegler
Structuring information and use of information models Modularization and variant handling Metadata and search/retrieval concepts Terminology and authoring guidelines Styling and publishing of media Legacy data und migration scenario
CMS requirements = support of reengineered content creation
Content Engineering (Phase 6)
© Prof. Dr. Wolfgang Ziegler
Information ProcessMaturity Model (IPMM, JoAnn T. Hackos)
Key Practices (for analysis & improvement)
Quality assurance activity Information Planning Estimating scheduling and
tracking projects Hiring and training Innovative information
designs to supportcustomer needs
Cost and budgetary control Quality management CollaborationAd-hoc
Rudimentary
Organized and repeatable
Managed and sustainable
Optimizing
Maturity levels
CMS
© Prof. Dr. Wolfgang Ziegler
0
10
20
30
40
50
60 50,4%
6,7% 7,2%
35,7%
tekom 2005
CMS Introduction Phases
tekom 2008
© Prof. Dr. Wolfgang Ziegler
CMS requirements and functionalities
1. Modular authoring and reuse
© Prof. Dr. Wolfgang Ziegler
Modular authoring
Goal Decrease document creation time by re-use of information
(„modules“, „topics“, „chunks“, „objects“)
Methods Standardized authoring using (XML-) structures, writing guidelines
and language control Modular writing and metadata enrichment of modules Decentralized modular authoring (in globalized environments) Aggregation of documents by (large number of) modules
© Prof. Dr. Wolfgang Ziegler
flexibilityhigher reusability
Balance of granularity
Modul size
simplicity
lower reusabilityredundancy
complexity
© Prof. Dr. Wolfgang Ziegler
Bottom-up analysis: module matrix
Class Doc 1 Doc 2 Doc 3
Chap1.1
task Mod 1(S)
Mod 1(S)
Mod 1(S)
Chap1.2.1
descr. Mod 2a(V)
Mod 2b(V)
Mod 2c(V)
Chap1.2.2
diag-nosys
Mod 3(O)
documentstructure
doc./prod. variants, media, target group Rockley 2003 („Content Audit“)Drewer /Ziegler 2010
© Prof. Dr. Wolfgang Ziegler
0
20
40
60
%
DOG 2000tekom 2005tekom 2008
Spectra of module sizes
Process integration (Parts Lists)
StandardizedInfo.models
VariantManagement
© Prof. Dr. Wolfgang Ziegler
Modules and Metadata?
© Prof. Dr. Wolfgang Ziegler
Metadata examples
© Prof. Dr. Wolfgang Ziegler
Metadata systematics
„life cycle“
„intrinsicproperties“
„extrinsicproperties(use)“
„Product classification“ „Information classification“
author („John May“)
version („4.0“)
procedure type („removal“)info.type („operation“)mod.type („task“)component („seat“)
functional part („ head restraint“)
valid ( “A“, “B“)
series („169“, „245“) pub.type („online“)
doc.type („owner‘s manual“)
status („released“) translation status („in work“
language („de“)
product („passenger car“)
© Prof. Dr. Wolfgang Ziegler
Practical classification (module matrix)
3-level intrinsicproduct classes
3-level intrinsicinformation classesKoenig&Bauer,
Printing machines
© Prof. Dr. Wolfgang Ziegler
use of intrinsic metadadata for classification and retrieval
(static) folder structure
database attributes
combination: „dynamic folder“
Classification of modules
seat
head restraint
removal
seat head restraintbackheating
adjustremoval
© Prof. Dr. Wolfgang Ziegler
Standardization (content + structure)
<?xml version="1.0" encoding="UTF-8"?>
<task>
<heading> </heading>
<step> </step>
<step> <menue> </menue></step>
<step> </step>
<result> </result>
</task>
Displaying structure nodes
The selected nodes are displayed in a separate window.
Open file by using code editor.
Fill-in XPATH-expression.
Activate menue entry „evaluate“.
Rule-based authoring; enforced by editing tools and terminology/language control
© Prof. Dr. Wolfgang Ziegler
Language control
Writing guidelines &terminology enforced
Combination with XMLstructure of informationmodel (context)
© Prof. Dr. Wolfgang Ziegler
Information Models & Editors
© Prof. Dr. Wolfgang Ziegler
Information Models / Standard structures
211
3
DocbookDITAS1000D
project/customerspecificstructureCMS
specificstructure
standardizedstructure
PI-Mod
© Prof. Dr. Wolfgang Ziegler
00%
10%
20%
30%
40%
50% 47%
42%
05% 05% 03% 03% 02% 02% 01%
Standards in use (structure and layout)
Content Engineering
Process-Engineering
© Prof. Dr. Wolfgang Ziegler
module repository (Database)
Metadata• Validity• Version• Variant
reuse / referencing
Building documents (single sourcing)
© Prof. Dr. Wolfgang Ziegler 28Prof. Dr. W. Ziegler - Studiengang Technische Redaktion HSKA
Document Aggregation
Modular Authoring
© Prof. Dr. Wolfgang Ziegler
CMS requirements and functionalities
2. Change Management (version control)
© Prof. Dr. Wolfgang Ziegler
Change management (version control)
Versions (revision, release)
1.2.
7.6.
5.4.
3.
Change in Product(Development and product lifecycle)
Change in Content(modules, media, documents)
„Change Management“ reflected by versions
© Prof. Dr. Wolfgang Ziegler
Empirical data: product changements relevant for tech. doc.
Amount of Changesin product developmentprocessesAmount of changesafter product development
very highhighmediumlownone
Internal (product-based) conditions for tech. doc.
Product complexity
Amount of variants
© Prof. Dr. Wolfgang Ziegler
Version control
Driver‘s seat in progress
releasedTowing the excavator
© Prof. Dr. Wolfgang Ziegler
Aggregated documents: modules and revisions
Version 6.
Version 3.
Version 4.
Revision (version) controlthroughcontent lifecycle meta-data
Change management
© Prof. Dr. Wolfgang Ziegler
Cascading reuse and update scenario
document structure(aggregated modules)
Update
module versionShow new versionsAuto update
push vs. pullupdate scenario
© Prof. Dr. Wolfgang Ziegler
Cascading reuse and versioning
5.0 3.0
5.0 3.0
2.0 (document)3.1?.? 4.0
complex versioning, workflow and update scenario
© Prof. Dr. Wolfgang Ziegler
92%
70%
57%
53%
51%
38%
36%
35%
34%
33%
19%
13%
User Manual
Installation Manual
Service Manual
Software Description
Operation Manual
Data sheets
Training Material
Repair Manual
Spare Part Catalogue
Online-Help
Parts lists
Pricing Catalogues
CM After-Sales Document Types
© Prof. Dr. Wolfgang Ziegler
Number of published information products
4%
7%
13%
15% 15%13% 13% 12%
5%
2%1%
0%
2%
4%
6%
8%
10%
12%
14%
16%
1 2 3 4 5 6 7 8 9 10 11
68 %: 4 - 8 Information Products
Information product (doc. types)
© Prof. Dr. Wolfgang Ziegler
3. Variants (Product , Document, Media, Target Group, …)
CMS requirements and functionalities
© Prof. Dr. Wolfgang Ziegler
Variant management
Versions (changes)
Variants
A B C D
© Prof. Dr. Wolfgang Ziegler
Empirical data (product variants)
very highhighmediumlownone
Internal (product based) conditions for TechDoc
Product complexity(Amount of functionalities)
Amount of product variants
Amount of Changesin product developmentprocesses
Amount of Changesafter product development
© Prof. Dr. Wolfgang Ziegler
Variant management (document level)
A V.1.
B V.3.
C V.2.
A V.3.
Document (and product) variants= different configurationsof module variants (A, B, …)
Module variants identifiedin CMS by metadata
Module variants show partially identicalmetadata (e.g. PI-classification:„driver‘s seat“ / „adjusting“; Variants: mechanical or hydraulical suspension)
© Prof. Dr. Wolfgang Ziegler
Variant management (sub-modular)
„Bedingte“ Elemente = Variablen „Parameterized“ modulesthrough variablesand conditional elements
Automized filtering through defined metadata
Requires stable and enhanced metadataconcept
© Prof. Dr. Wolfgang Ziegler
Variant management (sub-modular)
Reuse of (small)fragments
Managementof reuse pool(complex metadaor repository structure)
Requires clearreuse scenario
Module variant B
Module variant A
© Prof. Dr. Wolfgang Ziegler
4. Translation Management
CMS requirements and functionalities
© Prof. Dr. Wolfgang Ziegler
Language as metadata dimensions
Versions
Variants
Languages
© Prof. Dr. Wolfgang Ziegler
Translation management (CMS – TMS)
Translation processes driven by modularization
Interface:export-importsystem coupling
TMSCMS
TermDB
© Prof. Dr. Wolfgang Ziegler
Use of TMS (within translation process)
No TMS used
TMS used by translationservice provider
TMS used in house
Loca
tion
ofTM
S
© Prof. Dr. Wolfgang Ziegler
Localization
14
27
6
3
5
Document structures are often language dependent (due to standards) Target languages are created via intermediate languages (relay lang.)
12
45
6
3
7
12
45
6
3
7
© Prof. Dr. Wolfgang Ziegler
CMS requirements and functionalities
5. Automization
© Prof. Dr. Wolfgang Ziegler
Automized aggregation of documents
CMS:Modules + Metadata
Generator
parts list (ERP)drivenaggregationor filtering ofmodules
BOM (parts list)
© Prof. Dr. Wolfgang Ziegler
XML-driven publication
Rules based mapping from structure to layout
Rules can be defined for:• target groups• media• Infotype/document type• localization• personalization
Structure elements
Layout elements
automatedor manually controlled
Rules
© Prof. Dr. Wolfgang Ziegler
XML
XSLT (XML) XML
HTML
Cross Media Publishing
XSL-FO
CHM
processor
processorhh
DTP
epub
© Prof. Dr. Wolfgang Ziegler
Rendering of PDF Documents (XSL-FO)
Doc.xsl
XSLTProzessor
Doc.fo
XSLFOProzessor
Doc.pdf
Doc.xml
© Prof. Dr. Wolfgang Ziegler Doc.js
Rendering of HTML Documents
Doc.xsl
XSLTProzessor
Doc.htmMOD.xml
Doc_h.css
MOD.xml
Doc_x.css
© Prof. Dr. Wolfgang Ziegler
CM After-Sales Media
79%
73%
70%
39%
33%
21%
14%
8%
7%
4%
0,20%
Print Document
PDF (online)
PDF (Print)
CD-Application
Online Help
HTML Documents
Presentation Documents
Multimedia Docs
Dynamic Websites
eLearning
Audio Manual Variety of
output media
© Prof. Dr. Wolfgang Ziegler
5%
25%
29%
19%
11%
6%4%
2%
0%
5%
10%
15%
20%
25%
30%
35%
1 Medium 2 Medien 3 Medien 4 Medien 5 Medien 6 Medien 7 Medien mehr als 7 Medien
Published media
23 %: more than 4 media
D.S.
70 %: more than 2 media
© Prof. Dr. Wolfgang Ziegler
CMS requirements and functionalities
6. Integration (information, processes, systems)
© Prof. Dr. Wolfgang Ziegler
CMS integration scenarios
Data integration interfaces: (manual) exchange of data, information coupling: (automated) linking between documents, media
System integration Interfaces: automated exchange between systems (ERP, PIM, TMS)
Process integration Workflow coupling (PDM/PLM, TMS)
© Prof. Dr. Wolfgang Ziegler
Coupling of data / information
TrainingManufact.R & D Service Sales
ERPData
CAD-DrawingsModels
Partslists
Requirements
Speci-fication
Sales-Doc.
Configu-rator
Hazardanalysis
DeveloperService
info
Tech. Desc.
CertificatesTests
SupplierDoc.
Service-Reports
Cust. Feedback
ProductCatalog
Data-sheets
Service-info &
Manual
MachineInfo
SystemUser
Manual
Help DeskInfo
TrainingDoc.
CBT/WBT
Plann.Install.Mount.Doc.
SparePart
Catalogue
(Web)-Marketing
e-Business
PIMProduct Information Management CM
Content Management
StandardsPatents
Regul. Doc.
© Prof. Dr. Wolfgang Ziegler
Coupling of output media / information
Service information, spare part and descriptive information
SPC/IPC
ServiceManual
User Manual • Media (PDF/HTML/Mobile) depending onuse case
• Selection and cross referencingconnecting different document types
• Selection of modular informationthrough metadata (product, article,..)and semantic information structures
• Data and Informationen have tobe product-specific
(depending on product configuration)
© Prof. Dr. Wolfgang Ziegler
A large number of departments responsible for PIM data are also involved in CMS processes!
53%
64%
Service Information Customer documentation
W. Ziegler,PIM-Studi tekom 2006
PIM and CM (data and system integration)
• Reuse ofinformation
• Coupling ofsystems
PIM data
DataGraphic
TerminologyDescriptions
© Prof. Dr. Wolfgang Ziegler
Delivery systems and content integration
customer and service portales helpdesk applications
data and informationen have tobe specific forproduct/customer
various synchronizedsources ofinformation (CMS, PIM, SPIM)
feedback from customer orfield service
ETK
PIM
data sheets &shop systemsfeedback & reportsservice infocustomer relationdiagnosis & maint. planning
SPC
© Prof. Dr. Wolfgang Ziegler
R&D Qual.managementMarketing Manufact. Service
DMS
Parts lists (BOM)
Change-Management
CMS
PLM/ERP
Coupling (CMS & PLM/PDM)
from system to process integration
© Prof. Dr. Wolfgang Ziegler
Summary
© Prof. Dr. Wolfgang Ziegler
CMS and Content Lifecycle
ModularClassification QM/QA Modular
AuthoringBuilding
DocumentsRetrieval Publishing DeliveryArchiving
* *** ***** ** * ***
Target Cross DocumentGroup Media Types
Translation
*
TMS ** ******
Versioning, variant control, … **
Workflow
*** fully automizable
© Prof. Dr. Wolfgang Ziegler
000%
020%
040%
060%
080% 72%
52% 50% 47%
36% 35%
tekom 2008
Implemented/supported processes
© Prof. Dr. Wolfgang Ziegler
CMS Invest Number of Employees
50 - 250 250 -500 500- 1000 1000 - 5000 > 5000
Up to 10 000 Euro16,1 % 6,7 % 4,3 % 2,2 %
10 000 - 50 000 Euro 48,4 % 33,3 % 30,4 % 8,7 % 11,4 %
50 000 - 100 000 Euro 12,9 % 40,0 % 8,7 % 17,4 % 25,7 %
100 000 - 250 000 Euro 16,1 % 20,0 % 30,4 % 34,8 % 14,3 %
250 000 - 500 000 Euro 6,5 % 13,0 % 34,8 % 22,9 %
Up to 1 000 000 Euro 4,3 % 8,6 %
> 1 000 000 Euro 8,7 % 2,2 % 17,1 %
CMS Investment
© Prof. Dr. Wolfgang Ziegler
Return on Investment
Estim
ated
Tim
e ofR
OI
3
2
1
4
5
6
7years
© Prof. Dr. Wolfgang Ziegler
0
10
20
30
40
50
60
10%
21%29% 31%
tekom2005
Use and further development of CMS
59%
2008
optimized„internal“CM processes
ProcessIntegration