1. Australian STC conference - 2003 Derek Jardine – Information Solutions

2. Single-source publishing Derek Jardine - Information Solutions

3. What we’ll discuss • The IAG business needs that led to a single-source publishing solution • A definition of single-sourcing • The benefits and the impact of using a single-sourcing model • The information design implications of single-sourcing • Challenges of single-sourcing

4. The business need • Communicate procedural, underwriting and sales support information to 2,500 staff • Integrate with the Workbench insurance system through context-specific Help • Deliver content online and paper-form • Update information regularly • Usable, accurate and relevant information • Customise output for different audiences

5. Solution requirements • Create content - multiple authors • Apply metadata to the content (e.g. keywords) • Easily change and update content • Display information in a consistent format • Output to three formats • Customise output

6. The solution An XML-based content management and publishing system that supports: • a disciplined approach to content entry • use by multiple authors • rigour in the delivery of multiple outputs • customised output options ‘A single-sourcing solution’

7. Solution Design WindowsHelp Authoring front-end and database XML RTF(Word) Export HTML Writing, editing, and indexing Publish Formatting

8. A definition of single-sourcing Create a database of elements that contain small amounts of content Then assemble the elements into information products Paula Berger, STC Region 5 Conference, 2001

9. Information elements • GlossaryDefinition of key terms and guidelines • ProceduresStep by step system and related businessprocedures • Features and benefitsA list of product ‘features and benefits’ that support the sales process • Customer questionsAnswers to questions frequently asked by customers • Customer proceduresProcedural information that can be printed and provided to the customer

10. Single-sourcing disciplines • Emphasis of planning, information architecture and information design • Develop and monitor standards relating to writing style, content organisation, information design, and keyword definition and usage • Team members performing specific roles (author, editor, designer) in the publication process

11. Authoring interface Metadata Index, Re-used, Shared, Related Topic definition Designed for hypertext Online Help Context ID for Workbench system

12. Some statistics • 20,000 + topics of information • 20,000 keyword entries • 250 changes per week • 1,000 feedback items per year • 6-8 authors/editors/indexers working on the content

13. Ingredients for success • Management sponsorship • Thorough information architecture and information design • Skilled staff • Formal, repeatable processes • User feedback and usability testing • Quality content – consistent, quick, correct! • Excellent technical implementation

14. Benefits • Thousands of pages of content to be easily managed – updated in one place • The use of XML and a database ensures consistent high-quality output • ‘Single source, multiple outputs’ allows varied publishing needs to be met including content variations for different audiences • Responsive to changes resulting from mergers and acquisitions • XML protects against future changes in technology

15. The challenges of single-sourcing • Extensive linking to external sources can be problematic in the printed output – the problem of not having all the information ‘in context’. • Less formatting ‘freedom’ for authors • Training of authors and editors in the content preparation techniques required to produce effective communication in the various output formats

16. For more information contact… Derek Jardine Information Solutions derek@informationsolutions.com.au