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Megan Gilhooly
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Slides for LavaCon 2013 presentation. 10:30am Wednesday, October 23. Parlor room.
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20-year evolution with a 5-year strategic plan
1.
Advatar® Addressable Television
Advertising 20-Year Evolution with a 5-Year Strategic Plan Megan Gilhooly ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
2.
A little about
me Megan Gilhooly, Manager Technical Communication INVIDI Technologies • 80 employees and contractors • Software for cable and satellite operators • 4 direct reports • Training and documentation MS Strategic Management MS Broadcast Journalism mgilhooly@invidi.com @megangilhooly ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
3.
Summary Strategic plan Vision Steps we
took (What worked, what didn’t) ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
4.
October 2010 Strategic Plan ©2013
INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
5.
Megan Gilhooly What is
a strategic plan? • • • • Formal consideration of future course Long term (3-5 years) Consider current factors End with goals, not tactics Why do one? • • • • • Provide a base for measuring progress Clarify goals & objectives Communicate goals & objectives Increase awareness of risks and opportunities Encourage participation ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
6.
Create Strategic Plan •
Current State of the Department • The team (skillsets, personalities, opportunities) • The deliverables (the good and the bad) • SWOT • Strengths, weaknesses, opportunities, threats • Analysis • What Customers Want • Customer surveys one month prior • Organized quotes into 4 themes • Getting There • Objective • Tools, processes, and people required ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
7.
External Internal Environment Environment SWOT Analysis Strengths Weaknesses
Highly Skilled Staff Strong Leadership Functional Process Dysfunctional Process Lacking Specific Skill Not Using Latest Technology Threats Opportunities New Technology Alternative Resources Expansion Legislation Lack of Support Negative Publicity From www.businessballs.com 7 ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
8.
Where we started Tools Using
MS Word, Framemaker 8, SVN repository Problems: • Losing support of Adobe for Framemaker 8 • Couldn’t collaborate with new writers on Framemaker 9 • Framemaker template had been “borrowed”, so no one knew how to fix the degradations • SVN wasn’t working as a company-wide CMS • No training tools ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
9.
Where we started Tools Needs: •
No more Framemaker • Company-wide CMS mandate • DITA XML authoring tool • DITA CCMS • Language standardization software • Learning management tool ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
10.
Where we started Processes Problems: •
No recorded processes for documentation or training • No recorded processes in entire company • Delivering documentation 6 weeks after release • Every SME has a unique perspective on what is the “accurate” answer • No sense of corporate strategy to align with • No corporate standards for style or terminology ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
11.
Where we started Processes Needs: •
Adopt a style guide • Record the current process and refine for the short term • Move to DITA XML authoring and rewrite processes • Encourage others to look at companywide processes • Increase visibility of training processes ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
12.
Where we started People Four
employees: 1 manager, 2 technical writers, 1 trainer who could write Problems: • Team had been mismanaged, so team members were angry • Other teams had no respect for Tech Comm • Customers had no faith in the documentation • One writer per customer model was not scalable ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
13.
Where we started People Needs: •
More technical depth • Re-engagement • DITA skills and knowledge • Editorial skills ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
14.
What we needed Tools,
Processes, and People • Content Management System • DITA Content Management System • Learning Management System • Knowledge Base • Styleguide ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon • • • • • • • • Drastically cut word count Standardize terminology Implement DITA Processes More technical depth Re-engagement DITA skills and knowledge Editorial skills
15.
Where we started Budget $0 ©2013
INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
16.
©2013 INVIDI Technologies
Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
17.
Vision Develop strategic information
management that will drastically increase customer satisfaction by providing the right information to the right people, when and where they need it. ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly @LavaCon
18.
©2013 INVIDI Technologies
Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
19.
7 Steps ©2013 INVIDI
Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
20.
What we did Step
1 Fix what we could What worked What didn’t work • Hired a contract writer by writing a compelling business case • Caught up on schedule (deliver docs with release) • “Stole” a support guy who could write to improve the depth of product knowledge • Only brought us in line with expectations in 1995…we still had a long way to go! ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
21.
What we did Step
2 Build relationships What worked What didn’t work • People started to appreciate Tech Comm • My employees were able to work with other teams more effectively • We were able to get a lot of information from other teams • Relationships overshadowed what’s best for the customer • The information didn’t jive because while I was building relationships, our SMEs were not ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
22.
What we did Step
3 Find a CCMS that would also work as a company-wide CMS What worked What didn’t work • We found one the board would approve (great deal!) • We did numerous trainings • We predicted the push back and were ready for it • Created a cross-functional team • We succeeded in full adoption in 1.5 years • We got the value we paid for • No DITA expert on our team made it tougher to negotiate with vendor • We were using the tool outside of its intended scope ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
23.
What we did Step
4 Transition to DITA What worked What didn’t work • I learned from the mistakes of the previous manager • I recognized our deficiencies • We planned for DITA when choosing our tools • Backfilled training position with a DITA expert • Started too early, wasted effort ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
24.
What we did Step
5 Taxonomy, Personas, Scenarios What worked What didn’t work • When dealing with VPs, we did all • People didn’t understand the need the work and just had them provide for a taxonomy, so it took a lot of their opinion convincing that it wasn’t a waste of • Got buy-in of Support team so they time would help with personas/scenarios • It took a long time to get buy-in from the VP who “owns the customer relationship” ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
25.
What we did Step
6 Create Learning Management System What worked What didn’t work • • • • • • • • • Hired e-learning experts Chose LMS carefully Effective business case Reviewed storyboards with entire company before prototype development ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon Overambitious schedule Impact of time off Turnover within consultant org Time differences are tough No dedicated resources
26.
What we did Step
7 Build Knowledge Base What worked What didn’t work • Got budget approved • As of two weeks ago, approved budget items were frozen until next year ©2013 INVIDI Technologies Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
27.
©2013 INVIDI Technologies
Corporation. All Rights Reserved. Proprietary @MeganGilhooly # @LavaCon
28.
©2013 INVIDI Technologies
Corporation. All Rights Reserved. Proprietary & Confidential Information
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