Strategies for continuous improvement for information development teams. Presented by Marta Rauch as a webinar for the Society for Technical Communication (STC) in 2011 and 2012.

1. <Insert Picture Here>
Successful Strategies for Continuous Improvement
Marta Rauch, STC Webinar, January 31, 2012
Follow me: @martarauch +martarauch martarauch

2. Agenda
• Initiatives program: a powerful strategy for continuous
improvement
• Proven process for starting an initiatives program
• Tips for 3 initiatives that produce results:
 Save time
 Improve quality
 Lower costs
 Increase revenue
• Best practices
• Q&A (chat questions welcome any time)
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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3. Chat Question
What is the one most frustrating
issue with your doc projects
that could benefit from
continuous improvement?
Please submit your answer
using the chat feature.
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4. Effective Strategy: an Initiatives Program
• Continuous improvement for products and processes
• Scales to large and small groups
• Works well with remote teams
• Increases collaboration, idea sharing, morale
• Enhances skill sets, on-the-job learning
• Adds value to the organization
• Key: Meets business needs
– Reduce costs
– Raise efficiency
– Improve satisfaction
– Increase revenue
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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5. Process for Starting an Initiatives Program (1)
1. Get executive buy in
2. Analyze business requirements – what does your
company need, what can move it forward?
3. Plan strategic initiative topics that meet business needs:
– Reduce costs
– Raise efficiency
– Improve customer satisfaction
– Increase revenue
4. Plan metrics to track improvement
5. Communicate strategy to team,
list initiative topics
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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6. Process for Starting an Initiatives Program (2)
6. Let Individuals pick initiatives they want to work on
7. If appropriate, include initiatives on performance goals
8. Form small groups to work on initiatives as time allows
9. Set team goals, plan, and dates; divvy up tasks
10. Track initiative progress on an internal wiki
11. Capture data to measure improvement, track results
12. Communicate success
13. Plan and implement next initiatives
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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7. Initiative #1: Improve Efficiency
Challenge: More deliverables in less time
Solution: XML, CMS, and Automation initiative
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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8. Best Practice: Break Down Tasks
Break down large tasks into smaller initiatives:
• Standards for folders, files
• Templates, style sheets
• Tools research
• Conversion
• Quality testing
• Tools training
• Wiki for FAQ, troubleshooting
• User’s guide, best practices
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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9. Result: Deliver More in Less Time
One tool, multiple outputs, more quickly:
• Production and formatting down 47%
• Troubleshooting down 85%
• Translation time down 90%
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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10. Initiative #2: Improve Quality
Challenge: Better understanding of
customers to enhance user experience
Solution: Customer Partnering initiative
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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11. Tip: Get Feedback on User Assistance
http://imindmap.com/
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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12. Tip: Get Feedback on Mobile Content
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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13. Tip: Get Feedback on
Online Communities
Help 2.0 features:
• Gamification
• Point System
• Badges
• Discussions
• RSS
• Cloud tags
• Comments
• Ratings
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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14. Tip: Get Feedback on Social Media
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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15. What Customers Say
“We appreciate the effort that
goes in to this program, since
documentation is not as well
addressed with most vendors.”
“This program is very unique, and we feel it
is beneficial.”
―Customer Partners
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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16. Result: Increased Quality
• Customers have the information they need
• Reduced tech support calls
• Opportunity for increased sales, revenue
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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17. Initiative #3: Improve Time/Cost
Challenge: Reduce translation budget,
translate more files, more quickly
Solution: Word-reduction initiative
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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18. Tip: It Pays to Reduce Words
Our own estimated savings for one 300-page guide,
240 words per page, 13 languages
% Words Savings per Savings for All
Reduced Document Languages
10% $2,880 $37,440
20% $5,760 $74,880
30% $8,640 $112,320
40% $11,520 $149,760
50% $14,400 $187,200
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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19. Word Reduction Examples
Original Word-reduced
as well as and
at the same time as simultaneously
in order to to
the following these
will be is
delete an existing delete an
viewing an option viewing options
click Save to save settings click Save
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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20. Word-reduction Activity
Original Word-reduced
a single
more than one
create a new
a combination of different
enter an appropriate file
name
click either Yes or No
to edit a spreadsheet, do
the following:
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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21. Word-reduction Activity
Original Word-reduced
a single a (or an)
more than one
create a new
a combination of different
enter an appropriate file
name
click either Yes or No
to edit a spreadsheet, do
the following:
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
21

22. Word-reduction Activity
Original Word-reduced
a single a (or an)
more than one multiple
create a new
a combination of different
enter an appropriate file
name
click either Yes or No
to edit a spreadsheet, do
the following:
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
22

23. Word-reduction Activity
Original Word-reduced
a single a (or an)
more than one multiple
create a new create
a combination of different
enter an appropriate file
name
click either Yes or No
to edit a spreadsheet, do
the following:
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
23

24. Word-reduction Activity
Original Word-reduced
a single a (or an)
more than one multiple
create a new create
a combination of different a combination of
enter an appropriate file
name
click either Yes or No
to edit a spreadsheet, do
the following:
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
24

25. Word-reduction Activity
Original Word-reduced
a single a (or an)
more than one multiple
create a new create
a combination of different a combination of
enter an appropriate file enter a file name
name
click either Yes or No
to edit a spreadsheet, do
the following:
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
25

26. Word-reduction Activity
Original Word-reduced
a single a (or an)
more than one multiple
create a new create
a combination of different a combination of
enter an appropriate file enter a file name
name
click either Yes or No click Yes or No
to edit a spreadsheet, do
the following:
26

27. Word-reduction Activity
Original Word-reduced
a single a (or an)
more than one multiple
create a new create
a combination of different a combination of
enter an appropriate file enter a file name
name
click either Yes or No click Yes or No
to edit a spreadsheet, do to edit spreadsheets:
the following:
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28. Result: Reduced Time and Costs,
Increased Revenue
• Reduced costs by 24% per language, per release
• Improved usability
• Faster to market
• Sales in new geographies
• Increased revenue
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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29. Initiatives Summary
XML, CMS, and Automation:
Less: Time, cost
More: Productivity, deliverable formats
Customer Partnering:
Less: Support calls, costs
More: Customer satisfaction, quality, revenue
Word Reduction:
Less: Time, cost
More: Languages, countries, revenue
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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30. Best Practices for a Successful
Initiative Program
1. Welcome all 6. Participation as time
suggestions permits
2. Ensure initiatives 7. Track project status
reflect business 8. Collect and analyze data
needs to validate effectiveness
3. Self-selection 9. Communicate success
4. Performance goals 10. Continue implementing
5. Primary focus on new initiatives
deliverables
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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31. Chat Question
What are the
top improvements
you heard about
today that
you'd like to implement
in your own doc projects?
Please submit your answer
using the chat feature.
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32. Tips for Measuring Success
Track usage with web analytics:
 Downloads
 Click-maps
 Countries
 Entry and exit pages
 Reports, trends
Other measures:
 Usability tests
 Productivity metrics
 Forum data, tech support calls
 Online surveys, SurveyMonkey
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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33. Best Practice: Accessibility
 Accessibility guidelines
 Alternative text
 Build in to template
 Keyboard equivalents
 Screen readers
 Accessibility checker
 Usability tests
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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34. Q U E S T I O N S & A N S W E R S
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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35. Follow me:
• Twitter: martarauch
• LinkedIn: martarauch
• Google+: +martarauch
Check out my articles for additional information:
• STC Intercom: http://intercom.stc.org/2011/11/twelve-key-mobile-usability-
guidelines-you-need-to-implement-now/
• CIDM Best Practices: http://www.infomanagementcenter.com/
• STC Intercom: http://intercom.stc.org/2011/11/twelve-key-mobile-usability-
guidelines-you-need-to-implement-now/
• Writers UA: http://www.writersua.com/articles/continuous/index.html
Marta Rauch, “Successful Strategies for Continuous Improvement,” STC Webinar, 1/31/2012. Copyright 2012.
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