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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.
Role of the Information Architect and Information Modeling
From Networks to Printers, the High-level Tasks Remain the Same Our customers need to
understand install use troubleshoot
the products that we sell
Role of the Information Architect and Information Modeling
Let’s Find Some Common Ground
We all have customers.
Our customers work in complex environments with many products.
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
Let’s find some common ground...
We all have customers.
Our customers work in complex environments with many products.
We are meeting the challenges posed by the internet revolution.
Role of the Information Architect and Information Modeling
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.
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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.
Role of the Information Architect and Information Modeling
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.
Role of the Information Architect and Information Modeling
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.
Role of the Information Architect and Information Modeling
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…
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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.
Role of the Information Architect and Information Modeling
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.
Role of the Information Architect and Information Modeling
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?
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
The Information Model enables...
cost-effective support of all products
systematic method of identifying reusable information
consistent approach to restructuring and developing information
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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.
Role of the Information Architect and Information Modeling
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”
Role of the Information Architect and Information Modeling
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
Role of the Information Architect and Information Modeling
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?
Role of the Information Architect and Information Modeling
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
