The Role of the Information Architect and Information Modeling Julia Cronin STC Presentation January 18, 2001.

The Role of the Information Architect and Information Modeling

Julia CroninSTC Presentation

January 18, 2001

Role of the Information Architect and Information Modeling

Let’s Find Some Common Ground

We all have customers.


From Networks to Printers, the High-level Tasks Remain the Same Our customers need to

understand install use troubleshoot

the products that we sell


Let’s Find Some Common Ground


Our customers work in complex environments with many products.


Customers Work in Complex Environments Using Multiple Products Work in highly

competitive businesses

Must operate tools and equipment with little or no training or experience

Manage multiple priorities in demanding culture


Let’s find some common ground...


Our customers work in complex environments with many products.

We are meeting the challenges posed by the internet revolution.


Internet Revolution Challenges

Extremely varied customer needs and expectations.

Work at web speed (3 months = 1 year).

Need to turn on a dime in response to the one great constant….change.

Reengineer our development, publication, and delivery processes.

Integrate training and documentation cultures/content to enable the delivery of unified information solutions.


How to Leverage and Achieve“Best Practices” Know your customers

Integrate documentation and training information

Develop customer-focused, task-based information

Enable “push button” publishing environment

Eliminate information duplication and facilitate information reuse

Design for modularity and use information models

Employ the services of Information Architects


What do Information Architects Do?

Analyze user needs and define solutions.

Design information and skill building solutions.

Work with project managers and information developers to implement the solution.

Make sure that customer expectations are met.

Continually research information management, delivery, and access strategies to improve or modify the design.


Strategies and Tactics, Part I

Information Architects add value on two different levels

At the strategic level, they Have a high level understanding of how all the products fit together Define, develop and ensure the application of a corporate information

model that works across platforms, divisions, and product families Develop and support strategies, processes and standards that ensure

task based, seamless, integrated documentation and training Continually research information management, delivery, and access

strategies to improve or modify the design infrastructure.


Strategies and Tactics, Part II

At the tactical level, they Are members of individual product teams where they become

intimately familiar with the technology and customers for a particular product or product family

Analyze, design and help to implement information and skill building solutions

Are keenly aware of demands from customers and product development groups and continually manage the difficulties associated with delivering on time without sacrificing quality.


Strategies and Tactics, Part III

Despite the inherent tension, it is critical to have Information Architects assigned at both strategic and tactical levels.

It can be a grave mistake to ask one Information Architect to wear both hats at the same time.

Sooner or later, something falls through the cracks…


Information Architect: Skills and experience needed

Strong customer focus

Product knowledge

Knowledge of information design principles

Three to five years of technical writing

Knowledge of information management and delivery

Good interpersonal skills

Knowledge of user needs and usability assessment techniques

Demonstrated ability to work in a team environment

Ability to perform needs analysis


Job Duties: Research

Collaborate with other Nortel groups to keep informed about investigations and trials of new technologies and methods.

Investigate new and emerging technologies and systems for information development and dissemination.

Seek input from writers, editors, course developers, and instructors on what works and what doesn’t.

Gather and monitor customer feedback for potential impact to information development and delivery systems.


Job Duties: Define and Design

Help define standards and methodologies for information development and dissemination.

Develop strategies to increase information development process efficiency.

Influence user interface design to make sure that user navigation is intuitive, predictable, and flexible.


Job Duties: Education, Communication, and Mentoring

Help information developers to learn information development and delivery standards.

Support the efficient development and delivery of documentation and training.

Investigate and promote collaborative solutions with internal and external customers.

Provide editing and standards (ISO/TL) services to other groups within Training & Documentation Services.

What is the Information Model?


The Information Model is a tool that...

helps identify the task-based information customers need

provides a content framework for developing information

supports any packaging and presentation of information

is used for training and for documentation


The Information Model enables...

cost-effective support of all products

systematic method of identifying reusable information

consistent approach to restructuring and developing information


Structure of the Information Model

Information Model

What’s new

Fundamentals

Tasks

Troubleshoot

Sub-categories

What’s new

Tasks

Fundamentals

Troubleshoot

ManageAcctg

ManagePerf

AdministerConfigureCustomer Support

TechFundmntl

Plan &Engineer

About theProduct

InstallHardware

InstallSoftware

Commissn

To

pic

s

CategoriesTopic groups


Dispelling the myths about the Information Model…

It is not:

a “cookie cutter” template for developing Training and Documentation

intended to be used in its entirety required to use it as a linear framework


Manage Perf

The Model as a grocery store… Each category is an aisle with topics (goods), grouped

on shelves (topic groups)

Each topic is an item from a shelf

Install HardwarePlan &

engineer


Based on your research and user needs….

Determining provisioning requirements

Managing the installation

Preparing the site

Configuring routes

Optimizing performance…select the

items (topics) that you need.

A closer look at the structure of the Information Model


What is a category?

A category groups information that relates to a specific functional area

Use only the categories that apply to your product. Not all categories apply to every product. Not all categories apply to both Training and Documentation.

Information Model


What are the categories?

Customer Support

Technology Fundamentals

About the Product

Plan and Engineer

Install Hardware

Install Software

Commission

Configure

Administer

Manage Performance

Manage Accounting

Manage Faults

Manage Security

Information Model


Example category

Install Hardware

contains information about the functions of installing and removing hardware

defines the descriptive and procedural information required to

• plan and prepare the installation site• install the equipment• upgrade and replace the hardware

Information Model


What is a topic?

Information Model

A topic represents information relating to activities performed.

Use the topics that apply to your product. Not all topics apply to every product. Not all topics apply to both Training and Documentation.


Example topic:

Examples of possible information chunks that would be mapped to this topic are: install the DWDM shelf assembly insert the OC-48 cards anchor the FiberWorld frame

Information Model

“performing the hardware installation”


What is a topic group?

Information Model

The topics of the Information Model are grouped according to their purpose within each category.

The topic groups are:- What’s new- Fundamentals- Tasks- Tools and Utilities- Troubleshoot- Verify


Example topics for Install Software

understanding what’s new in software installation

understanding software installation fundamentals

understanding the software installation user interface

managing the software installation

performing the software installation

understanding how to use software installation tools and utilities

performing software verification

Information Model

How was the Information Model developed?

…And what do we do now?


How was the Information Model developed?

Developed by representatives from all LOBs; training and documentation

Initial validation by: training and documentation developers architects quality assurance product developers customers’ input

The Role of the Information Architect and Information Modeling Julia Cronin STC Presentation January 18, 2001.

Documents

training information

design information

information modeling

information duplication

information models

information developers

information management

information reuse design