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A Content Analysis Snapshot

Companies frequently come to Contiem looking to improve how they develop, deliver, and maintain their content. A company may find that their documentation is not keeping pace to meet the needs of their end-users, or that the cost of developing and maintaining the documentation is becoming an issue as the company grows. Such companies often need outside assistance from an experienced firm with the technical expertise to look at their specific needs and formulate a corporate blueprint for developing and managing content.

Contiem’s Consulting Services group works with our Clients to develop an in-depth understanding of each organization’s needs and pain points. We then analyze the tools and processes currently in place to develop and maintain content. This allows us to develop recommendations which, working with company management, are then used to develop a long-term content strategy, essentially a blueprint to effect the changes.

One Client’s Objectives

A company that manufactures complex, highly customized, software-intensive products approached Contiem about its need to significantly improve how product documentation was developed and delivered.

The company was spending considerable time and money developing, printing, and distributing product manuals, yet they struggled to keep the documentation current with ongoing product releases. Users of the documentation complained that, in a number of ways, the manuals were not meeting their needs. The company knew they needed to move their documentation online to solve some of their challenges, but had no path for accomplishing this. All the while, the costs associated with supporting product documentation were continuing to increase including adding additional staff and contractors.

Having struggled with these issues for an extended period of time, they contacted Contiem for assistance, identifying three key business goals for product documentation:

The Contiem Approach

While every engagement is unique based upon a company’s specific needs, Contiem has an established process for gaining the in-depth knowledge needed to develop content-strategic recommendations. These recommendations formulate the blueprint that will assist companies in achieving their documentation goals.

Establish the Baseline

Through this process, the Contiem team acquired in-depth knowledge of the current needs, processes, and pain points which provided a baseline to begin the process of developing recommendations for effecting the required improvements.

Identify the Core Issues

The Contiem experts rely on years of experience and best practices to sift through the baseline data and distill a list of the core issues. In this case, the key findings were:

Develop Recommendations

After the in-depth analysis, Contiem developed a comprehensive set of recommendations for driving efficiencies and achieving the company’s top objectives. The Contiem team leveraged their experience working with a wide variety of companies, applying best practices, and knowing what will drive the requisite unit cost improvements (e.g., cost per page). At a high level, the key recommendations were to:

Contiem presented its recommendations to the company’s management team and conducted several review sessions, discussing the recommendations and the implementation path. After making adjustments, Contiem delivered a final report and implementation plan, starting work shortly thereafter.

By implementing these approved recommendations, Contiem forecasted yearly savings of over 110%. 20% of the reduced costs came from print reduction, and other savings are direct and indirect results of creating efficiencies. The process improvements reduced the amount of customer support calls, eliminated the use of additional contractors, and used the company’s subject matter experts much more efficiently. Beyond cash flow, the company will be improving customers’ perceptions, making content available more quickly, and spending less management time on documentation.

Contiem is in the business of easing our Clients’ content challenges. The Contiem Consulting Services team is uniquely skilled at uncovering opportunities for improvement and providing their implementation blueprint. If you believe the way your documentation is developed, organized, synchronized, translated, delivered, or maintained has room for improvement, Contiem will work with you to tailor a solution for your specific needs. You can follow the implementation blueprint with in-house resources or choose Contiem as your complete content partner.

About Contiem

Contiem has been the trusted content partner of choice for companies and organizations such as American Express, the U.S. Federal Government, The Home Depot, Cisco Systems, UnitedHealthcare, eBay, Facebook, and many more.

When you engage Contiem, we take the time to listen and develop an in-depth understanding of your immediate needs and longer-term challenges. Then, leveraging the capabilities that make us unique, we will provide a best-in-class, client-focused solution designed to achieve your business goals.

Experienced in a host of authoring software and with a wide variety of industries, we specialize in delivering a blend of services for documenting products and processes, training development, translation and localization, and content management.

Whether you need a complete training program to augment a new product or service, or you require job aids for internal learning, Contiem has the experience and skills to deliver the results you are looking for.