Knowledge Networks - Embracing a Knowledge Ecosystem - a Case Study at Autodesk
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Knowledge-as-a-Service Using Cloud-Based Aggregation and Delivery The Autodesk Knowledge Network is a strategy with a set of programs and technologies that enable and accelerate the contribution of a broad range of subject-matter experts in an overall ecosystem of knowledge. It has a specific business goal: helping customers be more productive with software offerings that can be complex and require deep professional expertise. In contrast to thinking of knowledge management as a single technology, the core of the Autodesk Knowledge Network is a set of cloud-based web services that aggregate content from a variety of sources, using text analytics, taxonomy data, and rules engines to categorize the content and enrich the tagging. In addition to traditional sources of knowledge, like a robust KCS program and a structured CMS, the Autodesk Knowledge Network is able to automatically leverage knowledge contributions via forums, blogs, YouTube, and other sources. This empowers a broad virtual ecosystem of employees, partners, and customers to contribute. A flexible set of web services allows the same knowledge assets to be presented to customers, allowing this investment to be leveraged across in-product, web-based, and mobile access points. Community engagement with the content allows the "crowdsourcing" of curation to bring the most helpful and relevant content to the top and provide feedback to authors on content effectiveness and quality. Learn how Autodesk is enabling customer productivity and success in this informative session. http://www.youtube.com/watch?v=6zuVodAreG0
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Knowledge Networks - Embracing a Knowledge Ecosystem - a Case Study at Autodesk
- 1. Embracing a Knowledge Ecosystem Knowledge-as-a-Service Using Cloud-Based Aggregation and Delivery Tom Williams | Autodesk 05.05.2014
- 3. #ADSK_AKN#ADSK_AKN We help people imagine, design, and create a better world We help people imagine, design, and create a better world Helping is more than just providing the tools 3
- 4. #ADSK_AKN#ADSK_AKN Is this you? 1. Employees, partners, customers share knowledge all over the place? 2. That knowledge needs to be delivered to multiple ‘channels’? 3. Pace of business change is accelerating? 4. Extreme need to scale? 5. Knowledge management vendors want to sell ‘all in one’ solutions to you? 4
- 7. #ADSK_AKN#ADSK_AKN Inconsistent Delivery & Measurement usa.autodesk.com Trisoft CMS Online Help SFDC Case Management 21M page views/mo 1.7M content pages/yr 14 languages 2.4M page views/mo 40,000 threads/yr 6 languages Lithium Forums 10 languages Knowledgebase Contact Us 9.5M page views/mo (for /support) 3,000 articles/yr 1 language SFDC Articles Lithium Tribal Knowledgebase 7
- 9. #ADSK_AKN#ADSK_AKN 9 Highly-motivated global ecosystem of highly-specialized expertise and knowledge • Employees • Resellers • Training Centers • Student Expert program • Highly-engaged community of users • Designated experts in large accounts Opportunity: Established Ecosystem
- 11. #ADSK_AKN#ADSK_AKN What is a “Knowledge Network”? “Knowledge Management”, but: Beyond the bounds of a single enterprise Embracing a broad ecosystem of multiple sources and contributors of knowledge assets Blended, multifaceted approach 11
- 12. #ADSK_AKN#ADSK_AKN No single CMS - Aggregate & Standardize Content Embracing Ecosystem Complexity Tutorials & Help Wiki Support Knowledge Base YouTube Discussion Groups Blogs IN PRODUCT BROWSER MOBILE Design for Multichannel Delivery 12
- 13. #ADSK_AKN#ADSK_AKN Tutorials & Help Wiki Support Knowledge Base YouTube Discussion Groups Blogs Autodesk Screencast Community Programs IN PRODUCT BROWSER MOBILE Third- Party Content Accelerate Community Contribution 13 Tools Programs Content
- 14. #ADSK_AKN#ADSK_AKN Autodesk Partners Community FeedbackViewSearchBrowse Rate Aggregate Qualify Analyze Enrich Index Classify Translate 14
- 16. #ADSK_AKN#ADSK_AKN Service-Oriented Architecture, in the Cloud Java Web Services on Amazon WS JSONP/XML RESTful Query SEARCH JSONP/XML RESTful Request CONTENT JSONP/XML RESTful Request USER FEEDBACK IN PRODUCT BROWSER MOBILE 16
- 17. #ADSK_AKN#ADSK_AKN 17 Conceptual Architecture Knowledge Assets Knowledge-as-a Service Presentation Layer In-Product Viewer Tutorials & Learning Materials YouTube Blogs. Help Documentation SFDC Articles – Customer Service & Support SaaS Products In-Product Features Desktop Products Autodesk Web Sites Mobile browsers Google Contextual Help Search Web Site Web Services Apps Partner & other 3rd Parties Lithium Community Accepted Solutions Autodesk Partners Customers Discovery - Search - Faceted Navigation - Feeds Syndication - Syndicate knowledge in a presentation neutral format Feedback - Usage - Ratings - Comments AutodeskKnowledgeNetwork Framework & Tools - Taxonomy - Content Guidelines - Tagging Standards Access Points
- 18. #ADSK_AKN#ADSK_AKN Help Content Restructuring Program 1. “Topic-based Authoring” – ‘atomization’ / ‘chunking’ – Web-ready –‘Every page is the first page’ – Well-formed “Lego blocks”, modular, reusable – Meta tagging standards to drive search-ready content – Clean, simple, constrained DITA 2. Keep it light, do it right – High-quality, simple, helpful content – Think mobile and web, not print – Get rid of complex over-designed ‘cruft’ 18
- 19. #ADSK_AKN#ADSK_AKN Cloud-based Documentation Pipeline 19 Online Help Content • DITA content standard – Industry standard XML – Modular, reusable – Highly-localizable • DITA Open Toolkit running in the Cloud – Extremely scalable – Rapid, automated transformation – Well-formed HTML • Optimized for responsive, multichannel delivery DITA Open Toolkit Cloud Storage Web-ready format (JSONP) Support & Service Content • SFDC Articles extracted to Cloud and transformed
- 20. #ADSK_AKN#ADSK_AKN Intelligent Crawling & Aggregation Autodesk knowledge of content informs data extraction: • Selective extraction • Utilize hidden and custom metadata • Intelligently handle ‘duplicate’ content • Weight content according to source • Tune with weightings on different fields 20
- 21. #ADSK_AKN#ADSK_AKN Auto-Classification & Auto-Tagging • Text analytics applied to extracted content to ‘recognize’ known taxonomy terms, classify content • Enriches and standardizes metadata and tagging • Core technology: GATE (open source) 21
- 22. #ADSK_AKN#ADSK_AKN Excellence in Search Relevancy Custom relevancy model • Leverages enriched ‘hidden’ data • Tunable according to communication channel • Influenced by taxonomy of product functionality Integrated into Autodesk’s ‘hero’ products for four releases now Core technology: SolrCloud 22
- 23. #ADSK_AKN#ADSK_AKN Proof – Relevancy for Autodesk Users • Side-by-side blind comparison against Google Site Search • AutoCAD 2011 Web-based Help • Judged by 14 internal AutoCAD experts • Test cases based on real world users as well as AutoCAD test plans 23
- 24. #ADSK_AKN#ADSK_AKN Syndicate for Multichannel Delivery Syndicate answers from: • Help Documentation • SFDC Articles – Support & Service Knowledgebase • Lithium Discussion Forums (Accepted Solutions) • YouTube Channels • Blogs • Autodesk web sites Content stored in the Cloud in presentation-neutral, web-ready formats (XML/JSONP) 24
- 25. #ADSK_AKN#ADSK_AKN Crowd-Sourced Curation by Community Universal user feedback mechanisms across different presentations of content Engagement Helpfulness Sharing Comments Usage 25
- 26. #ADSK_AKN#ADSK_AKN Expanding Knowledge Contribution 26 Autodesk Screencast – Simple free utility for recording and sharing an information-rich tutorial or demonstration See it: http://chronicle.autodesk.com
- 27. #ADSK_AKN#ADSK_AKN Encourage Contribution with Creative Commons • “Open Source” licensing of learning and support content • Makes contribution more inviting • Facilitates reuse, translation, remixing 27 See it: http://autodesk.com/creativecommons
- 29. #ADSK_AKN#ADSK_AKN As of today… 4 million visits per month • 5 million content items in 15 languages • 1.1 million unique pages transformed from DITA in the cloud in 2014 so far • 9,900 SFDC Articles – support knowledge base • 26,000 blog articles • 36,000 “Accepted Solutions” from Lithium forums • 9,300 YouTube videos 29
- 30. #ADSK_AKN#ADSK_AKN 30 See it: http://knowledge.autodesk.com Web site:
- 31. #ADSK_AKN#ADSK_AKN 31 In-product Online Help:
- 33. #ADSK_AKN#ADSK_AKN 33 In-product user interfaces:
- 36. #ADSK_AKN#ADSK_AKN Lessons Learned • Cloud infrastructure and open source technologies = great ROI • Aggregation is flexible, “Future-proof” • Deliver something early, then iteratively expand • A successful solution begets new problems – Content quality is our next big challenge • Expanding analytics and feedback loops also a critical focus where we’re playing catch-up 36
Notes de l'éditeur
- Everyone is familiar with Smartphone metaphor: User’s “Context” is their physical location, specifically ascertained GPS, and what is ‘relevant’ from the ‘search’ perspective is based on that.. In a similar metaphor, as someone is using one of our deep and complex software tools; their ‘context’ is based, in part, on the features they are using. Mapping content to this context is one of the key strategiies Topic based clustering around user contexts in the form of commands, features and user interfaces; and related to workflows in product are a powerful way we can deliver relevancy fv
- Virtual Corporation Everyone is a subject matter expert of some kind in the corporation
- In our final example, the Autodesk Knowledge Team has recently published a Learning Path framework that supports aggregation of curated content in a topic-focused way. The Learning Path is an exploratory visual learning environment for orienting new users to basic foundational concepts about complex design tools or subjects within the Autodesk product library. Again, this another best practice of developing relevant experiences for customers based upon content which is curated and aggregated in such away to meet a particular business need, in this case the introductory user.
- Concept based search