Structure 2.0

Knowledge Delivery at Symantec

Tristan David Bishop, Sr. Principal Business Analyst

Originally presented to STC Summit - Atlanta, May 4, 2009

Introduction

Symantec

• Operates in more than 40 countries

• FY 2009 revenue = $6.2 billion (Enterprise=$4.4b, Consumer=$1.8b)

• Over 17,500 Team Members

• Revenue by Geography:

– Americas. . . . . . . . . . . . 55%

– EMEA. . . . . . . . . . . . . . . 30%

– APJ. . . . . . . . . . . . . . . . . 15%

• Backs up half of the world’s data

3

4

Immediate access to data has

become a cultural expectation

Carolyn Lawson, Director of

eServices, State of California

Knowledge 2.0

• Web 2.0 changed our customers

• They expect immediate answers

• They use browser search to get them

• Our hidden answers had no value

• We decided to restructure content into topics

• We decided to remap our knowledge delivery paths

5

6

If they can’t find it, it doesn’t exist.

Sarah O’Keefe,

Scriptorium Publishing

Agenda

7

Objectives1

Solutions2

Results3

Plans4

Objectives

1. Reduce localization (L10n) costs

2. Facilitate simultaneous shipments

3. Improve customer access to knowledge

4. Increase self-service support

88

Solutions

Symantec - Knowledge Data Flow

10

XML

Why XML?

• Previous strategy required L10n DTP

• XML eliminated need for L10n DTP

• Page layout handled automatically

• DTP charges = ($/page/language)

• Massive l10n DTP savings realized, >$2,000,000

1111

XML Authoring

JustSystems XMetaL Author

• Topic based writing

• Concept, Task, Reference

• Create English topics

1212

Quality Assurance

Acrolinx IQ Suite

• Controlled Language

• <25 words/sentence

• Terminology Checking

• Style Checking

1313

Content Management

Vasont

• Create, manage and repurpose multilingual content

• Integrated Unicode character sets

• Advanced link management

• Native workflow functionality

• Built-in API

1414

Globalization Management

SDL Idiom WorldServer

• Topic-based L10n

• English XML section serves as master document

1515

Globalization Management

• Correlated XML in 20+ languages

1616

Machine Translation

Systran

• MT support for 7 languages today

• Reduces word-count routed to vendors

• Symantec case study featured on Systran web site.

1717

http://www.systransoft.com/systran/corporate-profile/translation-case-studies/symantec

Reasons for G10n Management

Traditional Translation

•Labor-intensive

– TM and human cycles

•Book-based

– Occurs at the manual or help level

•Driven by Release Schedules

– InfoDev drops content to L10n for translation within tight timeframe.

•Delayed Global Release

– Up to 30 days later

Automated Translation

•Tool-driven

– Also uses CMS, GMS and MT

•Topic-based

– Occurs at the topic level

•Driven by Availability

– Completed topics route to L10n, balancing workload.

•Simultaneous GA across markets

– Sometimes within 24 hours

Data Transformation

• XSL based automated process

• Saxon for HTML

• Saxon and Antenna House for PDF

1919

Cloud-based Production

• Internal Web-Based Scheduling Software

• On-Demand or Recurring

• InfoDev reported up to 50% time savings

2020

Source Control and Packaging

• Source repository integration

• CVS, Perforce

• Dev Builds

• Shrink Wrap

• Retail

2121

Knowledge Management

• Web Publishing

• Topics and PDF

• Search Tuning

• Self Service

2222

Web Delivery

• Support Web Site

• Knowledge Integration

• Metadata

• Browse access

• Search access

2323

Symantec - Knowledge Data Flow

24

Results

Results

1. Reduced L10n costs

2. Facilitated simultaneous shipments

3. Improved customer access to knowledge

4. Began increasing self-service support (more to come)

2626

Example Product Release

– 450,000 English source words

– Acrolinx enforcement of “controlled language” rules

– MT for French, Italian, German and Spanish (FIGS)

• MT accomplished over half of the work for FIGS

• Fewer words left for translators to consider

• Saved $125k for one release of one product

Results: L10n Costs

MT Project Scores by Language

French: 73%

Spanish: 68%

Italian: 59%

German:57%

28

Symantec is one of a few

companies doing a superior job

paying attention to the global

marketplace during the writing

process.

Val Swisher, CEO,

Oak Hill Corporation

Sample Product Release

– MT handled high % of words

– Human translators had less to do

– Less overall time was required for L10n

– New process reduced "Time to Market“

– French GA only one week after English

– Timeliness facilitated global sale

– InfoDev process efficiency created revenue for Symantec

Results: Simultaneous Shipments

Results: Knowledge Access

0

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

InfoDev Topic Web Hits

1. Published initial 2k

InfoDev web topics in Feb

2008 for pilot product

2. Pilot so successful, 58

other products followed

path

3. In the past two years,

Symantec InfoDev teams

have published >16k web

topics

4. InfoDev web topics

received >5 million hits in

Feb 2010 alone!

InfoDev Web Publishing Metrics

Plans

Plans: Self-Service Support

• InQuira Information Manager

• Leads Gartner Magic Quadrant

• Content organized by type

• Search engine determines likely intent

3232

Plans – Self Service Support

• Topics tracked and scored by usefulness

• Direct customer feedback

• We will learn if there are missing topics

3333

Plans – Self Service Support

• We already have translated XML topics stored in our CMS

• We will deliver them to the web through the InQuira KMS

• InfoDev will facilitate self-service support across global markets

• We hope to drive down incoming support call volumes, saving money for the company

3434

Conclusion

In Summary

Topic-based XML delivery:

• Reduces L10n costs

• Facilitates simultaneous shipments in multiple locales

• Increases customer access to knowledge

• Potentially reduces incoming call volumes

36

SYMANTEC PROPRIETARY/CONFIDENTIAL – INTERNAL USE ONLY

Copyright © 2008 Symantec Corporation. All rights reserved.

Thank You!

SYMANTEC PROPRIETARY/CONFIDENTIAL – INTERNAL USE ONLY

Copyright © 2008 Symantec Corporation. All rights reserved.

Thank You!

SYMANTEC PROPRIETARY/CONFIDENTIAL – INTERNAL USE ONLY

Copyright © 2008 Symantec Corporation. All rights reserved.

Thank You!

Tristan David Bishop

tristan_bishop@symantec.com

Twitter: @KnowledgeBishop