LavaCon 2017 - How Modern Analytics Will Turn Your Technical Content Into a Rock Star

!!
The Next Era of Analytics for Tech Content
© Antidot 2017
Limitless Technical
Content Delivery

22
Antidot – Software vendor
Founded 1999
150+ customers
Europe - US
Information Access Specialist
! Enterprise search
! Text analytics
! Content enrichment
Copyright©Antidot2017

33
LinkedDaata
Big Data Technologies
Cloud-based
Machine learning
Text-mining
Fluid Topics – Dynamic Content Delivery
The turnkey platform that transforms
customer support and product adoption
Revolutionize
its delivery
Elevate the value
of technical
content

55
Tech Content Matters
Knowledge is critical to using and servicing
sophisticated products

66
You Invest in your Documentation
With seasoned
technical writers, SMEs
With efficient tools and
streamlined processes

77
Delivery – Beforery

88
Delivery – Now
!
More and more
data sources and
content types
Static publishing
‘wipes out’ all that
effort!

99
How do you know you
are doing things right?

1010
Measure
If you can't measure it, you can't improve it.
Lord Kelvin
If you can't measure it, then it doesn’t exist.
If you don't measure it, you cannot understand the use.
If you cannot show the value it creates, your company will
not invest.

1111
The Evolution of Analytics
The way to measure
and to analyze is
intrinsically bound
to the delivery
method.
Value Delivered
Paper
! !
PDF !
HTML
Pages
1000
100
10
1

1212
Biases and Limitations
of Web Analytics

1313
Web Analytics
Batch log
processing
Trackers +
external
platform

1414
The Analytics Bias – Downloads vs. Reads
! Web analytics tools measure HTML downloads,
not actual consumption of the content

1515
The Analytics Bias – Content Structure
! UX and content organization create a bias

1616
Web Analytics – Limitations
Web Analytics tell about:
- Sessions, users …
- Pages, flow ...
- Duration, bounces …
- Countries, language,
- Browsers, OS, device ...
- Campaign performance
- Referrals, origin …
BBoottttoomm lliinnee::
It’s all about Web Marketing

1717
Web Analytics – Limitations

1818
Web Analytics – At the Topic Level

1919
Web Analytics – At the Topic Level
This sort of rendering
clearly does not work
if you have
thousands of topics!

2020
Web Analytics – At the Book Level

2121
Conclusion and Needs
! Counting file (page) downloads at the web server level
is biased. We need to track events that match real
user’s behavior and content consumption.
! Raw numbers are meaningless: we need perspective
to get the big picture.
! Metrics need context to have a meaning and to be
properly interpreted.

2222
The Untapped Value of Analytics
By changing the
way we deliver,
we open new
ways to measure.
Value Delivered
Paper
! !
PDF !
HTML
Pages
!
Dynamic
Delivery
Inflection
Point
1000
100
10
1

2323
The Inflection Point
! We are asked to provide more and more metrics
to fuel fact-based decision engines
! Therefore, we need numbers that we can trust
! This is why we need to change the way we track
and log

2424
Dynamic Content
Delivery
Fluid Topics

2525
Dynamic Content Delivery
Fluid Topics: - the software platform that reinvents content delivery, fueling
users and processes with dynamic, contextual and actionable information.
Combine content from
multiple sources and create
a unified Knowledge Hub of
actionable information.
Reinvent the search and
reading experience on any
device.
Make users autonomous and
happy, deflect support calls.
Provide tools and functions
to let users interact and
engage with content. Deliver
real digital transformation.
Track everything users do to
provide real time analytics,
derive insights on product
use, and make predictive
customer support a reality.
d

2626
Fluid Topics’ four pillars
Combine & Publish
Find & View Craft & Share
Measure & Analyze
Confidential-©Antidot2017

2727
A comprehensive Knowledge Hub
Combine & Publish

2828
A comprehensive Knowledge Hub
Combine & Publish
! Extract most relevant resources from all data sources
! Structured doc (XML), Wikis, knowledge bases, user-generated
community content, support tickets and emails, etc.
! Legacy documents such as PDFs, Word, PowerPoint, …
! Combine content & transform it into readily available
information
! Semantically link any data using advanced matching
algorithms

2929
©Antidot2017
Combine & Publish
An open platform
! REST APIs for
integration
! Ready to use
portal
! Fully customizable
look & feel
rrrmrm

3030
! Connects to your security back-end:
native support of SSO protocols.
! Layered access: content is filtered
based on user credentials.
! Features are accessible to users
according to their role and profile.
! Designed and engineered to run in
hostile environments.
©Antidot2017
Combine & Publish
A secure delivery layer

3131
A new user experience
Find & View

3232
! Highly relevant semantic search
! Support for synonyms and thesaurus
! Facets for filtering
! Type-ahead suggestions (autocomplete)
! Self-learning spell checker
! Content preview from the search interface
! Embedded reader streaming content
! Responsive interface
Find & View

3333
Contextual and personalized information
Craft & Share

3434
! Alerts to be notified on new/updated content
! Scopes to create views on content
! Send feedback to the writers
! Bookmarks for direct access
! Create personal books with selected content
! Comment content
! Share or print your books and comments
Craft & Share

3535
Actionable insights
Measure & Analyze

3636
! Track & measure all aspects of content
consumption: searches, clicks, downloads, etc.
! Real-time analytics and dashboards
! Discover what users search for, read and are
interested in
! Optimize investment in technical content
authoring by focusing on the subjects important
to users
©Antidot2017
Measure & Analyze

3737
Fluid Topics – Changing the Measurement
! Fluid Topics tracks fine-
grained events:
autocompletes, keywords,
facets used, results
previewed, clicks …
! With its embedded reader
and content streaming
technology, Fluid Topics
analyzes content at
display time

3838
Fluid Topics – Changing the Processing
! Events generated by Fluid
Topics are stored in real time
in a high-performance NoSQL
database
! The data-mining engine
generates customizable
insightful metrics
EventsE

3939
We need context:
analytics are displayed
within Fluid Topics turnkey
portal alongside with the
associated content
Fluid Topics – Changing the Rendering

4040
Understand which Books
are (Un)Used
Reinventing Analytics for Tech Content

4141
Library Analytics
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Library Usage
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Dynamically
organize the layout
according to
content metadata

4343
Library Usage
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Click on a cluster
(color) to refine
analysis
C" ' ' '
C& '
Click on a title to
see the analytics
of a book

4444
Drill Down and Explore

4545
Understand how a
Book is Read
Reinventing Analytics for Tech Content

4646
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Table of Content Heat
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parts of the book are the
most read
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Colors represent other
information such as
number of likes,
bookmarks, time spent …
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Analytics at the
Book Level

4747
Click to unfold any section
of the ToC and drill into the
structure to gain more
understanding
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4848
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Analytics at the Topic Level
Access metrics on
each component in
context, directly from
the reader
U

4949
Topic Reading
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Unfold to access
more detailed
metrics

5050
Change the Analytics
& Beyond

5151
The Untapped Value of Analytics
By changing the
way we deliver,
we open new ways
to measure,
and we create
value far beyond
imagination
Value
Paper
! !
PDF !
HTML
Pages
!
Dynamic
Delivery
Inflection
Point
!
Subjects of
Interest
! Patterns &
Personalization
!
Predictive &
Real Time1000
100
10
1

5252
Subjects of Interest
! Analyze the subjects: what is “inside”
the consumed content (as opposed
to component)
! Aggregate metrics by subject of
interest
! Derive and display insights that tell
you what people read about

5353
Patterns & Personalization
! Analyze consumption to detect patterns of use
and automatically create categories of users
! The categories may not match “your
assumptions”
! Categories may also be related to subjects of
interest
! Use this information to adapt search results
and personalize further the reading

5454
Real Time Support
! Content consumption is logged in real time
! Make that information available to your customer
support
! Provide contextual help and advice
! Avoid asking users if they read the documentation, if you
can see they spent two hours searching before calling
! Suggest further readings, or explain what they missed in
the content they checked

5555
Predictive Customer Service
! Analyze searches and content consumption as
well as the outcome (solved issue, call to
support)
! Use that information to predict in real time the
chances that a user will request help from the
support
! Reach out to the user before he does call

5656
Predictive Customer Service
“Hello Support,
Mr. Doe has been
searching for 48
minutes on this
subject.
- 88% chance he will
call soon.
- This increases churn
likelihood by 5%.
You should reach out
to him.“

5757
Conclusion
! Tech doc delivery done right is a sensor. It is a
direct connection to your users’ brain.
! Tech doc’s value could be a thousand fold
more than what it is today.
! Tech doc has the capability to play a more
strategic role in your company.

5858
Experience Fluid Topics by yourself
! Try it online at https://discover.fluidtopics.com
Or www.fluidtopics.com
Click on to create
an account and access all featuressd

5959
Thank You
Try it www.fluidtopics.com
Let’s talk info@fluidtopics.com
Follow us @FluidTopics
Fluid Topics

LavaCon 2017 - How Modern Analytics Will Turn Your Technical Content Into a Rock Star

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LavaCon 2017 - How Modern Analytics Will Turn Your Technical Content Into a Rock Star