Historically, technical publications teams measure success in terms of on-budget and on-time delivery of product content, plus some measure of end-user satisfaction with the content. No wonder executives are often scratching their heads about the ROI of content development. How do we connect the dots between content development, field service performance (first time fix, parts usage, etc.), and business outcomes (service revenue, profitability, etc.)?
In this session, Paul Wlodarczyk will share our point of view on managing information development processes to drive business outcomes. Paul will review real-world cases to illustrate how we connect the dots:
relate business outcomes to value drivers (e.g. relating revenue growth to product reliability)
relate knowledge worker success to value drivers
measure user interactions with content using web analytics software, relate it to worker success
measure content quality, relate it to behavior
define a governance cycle using metrics to identify what content to develop and improve, and to measure the impact of content on the business outcome.
This approach provides information development teams with a powerful framework for delivering “on-time, on-budget” as well as achieving targeted business outcomes (e.g., first time fix, reliability, diagnostic accuracy, etc.).
Attendees will learn:
how search-based applications help us watch user interactions with content
how content processes can drive business outcomes
how to monitor your knowledge base with dashboards using simple web analytics