Danfoss Drives Technical Communication –
Intelligent Content for Tomorrow
Pasi SavolaDirector Technical Communications, Danfoss
Danfoss Drives Technical Communication Intelligent content for tomorrowPasi Savola, Technical Communication Director
Content & Connections 2019 Acrolinx
Danfoss facts
Employees more than 25,000
Worldwide sales more than 100 countries
Top three markets USA, China and Germany
Ownership Privately held
Headquarters Nordborg, Denmark
Net sales 2017 5,3 bn EUR
Our history• Founded in 1933 by Mads Clausen in Nordborg,
Denmark
• Grown from a solo enterprise into a world-leader
• Made possible by clear focus on innovative engineering and early entry on emerging markets
Cooling
Danfoss invented one of the first radiator thermostats in the world (1943)
Entered hydraulics business with orbit motor for agricultural and constructionmachines (1964)
Later the hermeticcompressor for refrigerators and freezers followed(1952)
First company to mass-produce variable speed drives for controlling motors (1968)
Today, we are one of the world’s leading producers of these and many other products
First product wasan expansion valvefor refrigerationsystems (1933)
Heating Power Solutions Drives
What is the core purpose ofDanfoss Drives Technical Communication function?
Technical Communication shall
enrich the raw product data and transform it into
clear, logical and consistent product information for our
customers in all necessary languages using our
modular content management system and
topic-based authoring principles.
Technical Communication shall
enrich the raw product data and transform it into
unambiguous, well-structured and consistent product guidance for our
customers in all necessary languages using our
modular content management system and
topic-based authoring principles.
Release of
drawings & certificates
Digitalization
CMS
development
Translation
coordination
Linguistics &
terminology
Release check
& release of manuals
Proofreading
Technical
writing
How we are organized
VP, Business Development & Global Marketing
Head of Digital Customer Experience
Segment President, Danfoss Drives,
reports to Danfoss CEO
Pasi SavolaDirector, Technical
Communication
TecCom team 2019 ->
Release check
& release of manuals
DTP assistant (IN)DTP, Illustrations
DTP assistant (IN)DTP, Illustrations
Technical Writer (IN)DTP, Technical Writing, translation coordination
Senior Manager (DK)Technical documentation,
English master documentation: authoring, structure, development, CMS
Technical Writer (DK)LP drives, Softstarters, Decentral,
OptionsUser, Design & Service docum., CMS super user, Proofreading
Documentation Specialist (FIN)Medium Voltage drives.
High power drives, Service documentation
Technical Writer (CN)Compact drives
User, Design & Service docum.
Technical Writer (DK)Next gen. drives Software guides,
API documentation,display texts and parameters
Technical Writer (US)HP drives
User & Design documentation
Technical Writer (US)HP drives
Spare parts & kitsService documentation
Pasi Savola (FIN)Director,
Technical CommunicationOverall Danfoss Drives tech.
comm strategy and development
Documentation Specialist (FIN)
Next gen. drivesUser, Design & Service
docum.
Illustrator (EXT)Standalone product drawings, (electrical,
mechanical)
Documentation Specialist (FIN)
Functional Safety, Linguistics & terminology
coordination, Acrolinx super user
Process Manager (UK)Translation management.India Hub management,
Motion drives documentation
Document Release
Specialist (FIN)Pre-release quality control,
publishing to SAP, PIM.
Support for www, shop, PQ
Tech. Writer & Release Sp. (DK)
New products, Manuals & drawings release support,
Digital content mngmt
Pasi Savola (FIN)Localization and linguistics strategy, release process
development, digitalization development
Global presence of our team
Standard & Compact drives
China1 person
High Power Drives
USA2 persons
• Where there is product management, there is technical communication
• ”Glocal” Technical Communication team!
• Better product awareness -> faster and more accurate content creation
Low power Drives
Denmark4 persons
Standard and Premium Drives
Finland5 persons
India Hub support
DTP of translated documentation,
Illustrations3 persons **
Motion Drives
UK1 person
** Under India Marketing Centre, Strategic Marketing
Technical Communication System and Tools• All activities take place in one, global
system:
• Teamcenter TPS
• Oxygen editor
• Specialization ensures cost efficiency and quality
• Local technical writers, DTP assistants, technical illustrators, translation manager, and editor all work on same content
• Modular approach
• Content is reused across products and publications
• Translation handling
• Translated content always linked to master content
• Content control
• Acrolinx on-time control
• Term browser with suggestion functionality
TechPub Studio server
Technical writer
DTP assistant
Translation manager
Technical illustrator
Proof-reader
Super user
Focus areas 2019 - 2022
Content- Terminology- Linguistics- Translation quality- Less is more!
CMS- Modules (Topics)- Reuse- Metadata- Common ways of
working- TC Architecture
Digitalization- Developing the
middle layer- Optimizing the topics
for individual release- Teaching the AI
(starting with chatbot)
Brochures, fact sheets, selection
guides, catalogues
How structured content should be utilised throughout the organization
TechPub Studio
-Approved, controlled content with agreed
terminology
Efficiency, uniformity, one common message• Information created once, in one location ->
Product design, user & service
guides
SINGLE SOURCING
Tech data
tables
Tech illus-
trations
Training material
PPTProduct
presentations
Digital Front-End
Middle layer (API)• Very important
for the future
business• Needs further
definitions
• Will enrich the information
modules
ParameterP3.15.1Multi-PumpMode1= Multimaster
Example of on-board, dynamicproduct information
CONSISTENCY IN TERMINOLOGY
Future information search path: an exampleFive clicks/taps from product page to desired information
Danfoss Drives
product page
Product
information
INSTALLATION
COMMISSIONING
PROGRAMMING
SAFETY
DRAWINGS
CERTIFICATES
PARAMETERS
LCP
TROUBLESHOOTING
MOTOR CONTROL
SPECIAL FEAT.
EXT. CLOSED LOOP
PROGRAMMING
APPL. SETTINGS
PARAMETER LISTS
DATA READOUTS
BROCHURES, WHITE PAPERS, SELECTION
GUIDES….
OPERATING GUIDE, DESIGN GUIDE,
PROGRAMMING GUIDE….Full manuals
Customized
search
Marketing
material
Future information search path: an exampleFive clicks/taps from product page to desired information
Danfoss Drives
product page
Product
information
INSTALLATION
COMMISSIONING
PROGRAMMING
SAFETY
DRAWINGS
CERTIFICATES
PARAMETERS
LCP
TROUBLESHOOTING
MOTOR CONTROL
SPECIAL FEAT.
EXT. CLOSED LOOP
PROGRAMMING
APPL. SETTINGS
PARAMETER LISTS
DATA READOUTS
BROCHURES, WHITE PAPERS, SELECTION
GUIDES….
OPERATING GUIDE, DESIGN GUIDE,
PROGRAMMING GUIDE….Full manuals
Customized
search
Marketing
material
Our terminology coordination project for next gen drives
• Cooperation in term work is very important to create a uniform message in all product communication (user manuals, brochures, presentations, website, software)
Our process
1. Regular meetings in small groups with term specialist & product managers on a selected theme
2. Results of meetings forwarded to Product Marketing Manager (native English speaker)
3. Decisions on final terms made by PMM and product portfolio team
4. Terms added into new product terminology domain with the Acrolinx tool by TecCom term specialist
Status
• A specific terminology domain for next gen products created, includes around 85 terms
• Preferred (=use), admitted (=can be used), and deprecated (=do not use) terms
• Definition always included, sometimes also a note or an image
Term Browser
• Open for all Danfoss Drives employees
• Search for a term
• To leave a comment on an existing term, click on the term, then on Add Comment
• To propose a new term, click on Contribute Term and fill in the form
• http://dkdn01as445.danfoss.net:8031/termbrowser/standardview.html#filtername=Viking&list=yes
Our terminology coordination project, analytics
Our chatbot
• Danfoss Drives released the first ever chatbot in the drives industry on 29th May, 2019
• The chatbot concentrates on providing quick help with the alarms, warnings and faults of our drives
• This content is linked from our DITA CMS -> already Acro-checked
• In addition, the chatbot is constantly taught to help with general issues with our drives
• This content comes from customer support and is edited and enriched for the chatbot by TecCom team
• Future action points: how to combine Acrolinx check to this chatbot content creation?
• Danfoss Drives Troubleshooting Chatbot resides at Danfoss.com -> https://www.danfoss.com/en/service-and-support/fix-and-troubleshooting/ac-drives-support/
Troubleshooting
chatbot
I only want to speak with
“Acrolinxed” terms.
Passion for Drives
A better tomorrow isdriven by drives
Thank you!