This presentation covers what companies should be thinking about after they have done a content strategy and they are looking toward the future and a new vision.

1. So your content strategy is on its way to reality.
What’s next?
Pam Noreault
ACI Worldwide
@pnoreault@LavaCon

2. Contact Information
• pamela.noreault@aciworldwide.com
• pamnoreault@gmail.com
• pnoreault - Twitter
• Pam Noreault - LinkedIn
@pnoreault@LavaCon

3. Session objectives
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Metrics and measurements - Proving ROI
Integrating other departments and company
acquisitions
Streamlining processes and workflows
Implementing multi-channel publishing
Implementing on-demand publishing
Improving content quality
Generating revenue
Integrating customer research, feedback, and
ideas into content

4. Session assumptions
● Selected a content authoring standard
like DocBook or DITA
● Purchased a CMS or are seeking funding
for one
● CMS includes a publishing engine with
branded multiple outputs

5. Proving the ROI
• Business impact – increased sales or revenue, improved selfhelp, reduced support calls
• Overall project release time - time saved and calculated cost
• Documentation project costs
• Content reuse - Measure the amount of content reused rather
than rewritten and costs saved
• Translation cost savings
• Automating manual processes - Measure the before and after,
calculate cost
DITA Metrics 101 by Mark Lewis
DITA Metrics 101 Companion Workbook

6. Reach out to others
Socialize to get other areas of business
using the CMS:
●Training
●Marketing
●Corporate Communications
●Support
●Legal
●IT
●Development

7. Streamline processes
Empower others to analyze:
● Automate other manual processes
(reviews, publishing?)
● Tweak automated processes
● Eliminate processes that make no sense
● Add guidelines where necessary and
eliminate others

8. Streamline workflows
Look at the following to simplify and standardize workflows:
• Topic
• Image
• Review
• Publishing
Goals
• Reduce overhead
• Eliminate barriers to success
• Eliminate manual processes
• Keep it simple

9. Multi-channel publishing
Definition: Publishing the same content to several
deliverables, such as PDF, HTML5, and help.
●Prioritize the outputs and brand them
●Stop focusing on the small things (page breaks,
spacing, etc.)
●Start focusing on simple branding via CSS
●Start focusing on HTML5 which resizes to display
on cell phones, tablets, and PCs

10. On-demand publishing
● Start simple
● Pilot a small project
● Roll out one piece at a time
(you don’t need the kitchen sink)
● Charge customers for it

11. On-demand publishing
● Ideas
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Simple - Online form builds a map file. Someone
builds the output from map file and emails PDF.
Intermediate - Online form builds a map file, online
form builds CSS, someone builds HTML5, and posts
for download.
Advanced - Online form builds a map file, online
form builds CSS, kicks a batch file to build HTML5,
batch file publishes for download.
Ultimate - Cloud-based publishing engine with a GUI
front end for customers.

12. Improving content quality
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Consistency
Reuse
Style enforcement
Concise writing
Modern delivery methods
User interactivity
Bottom Line - Customer research to find out what
your customers need. Not what they want.

13. Measuring content quality
Content Measurement
Tom Comerford
Intelligent Content Conference 2013
http://www.slideshare.net/IntelligentContent/content-me
SlideShare is an invaluable source of knowledge
for our industry.

14. Generate revenue from content
● Customized content for customers
● Multi-channel publishing with customized
content
● On-demand publishing
● Training materials for customers
● eLearning for customers
● Interactive content support portal
● Customized support portal based
on what the customer purchases

15. Customer engagement
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Customer engagement is key
Focus groups to generate innovative ideas
Feedback groups
Customer research to learn customer needs
Online feedback mechanisms
Beta testing groups
Steve Jobs did not design by focus groups.
How can you get ahead of the curve if your customer
feedback mostly consists of today's popular ideas?

16. Key takeaways
1. Constant improvement - measure it and
tout it
2. Customer engagement is critical and not
optional
3. You are never finished

17. Contact information
Pam Noreault
pamela.noreault@aciworldwide.com
pamnoreault@gmail.com
Twitter: pnoreault
LinkedIn: Pam Noreault