Tools of
the Trade |
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Contentious stuff
As
more and more devices connect to the internet,
managing content and making it accessible will
become more of a challenge, writes Campbell McCracken
Content Management
It has been estimated that, in two or three
years time, the number of different devices
connected to the Internet will be in the region of
20, rising soon afterwards to 200. Accompanying
this diversity in output devices will be a
proliferation in browsers, as each manufacturer
adds features to try to differentiate their
platform from everyone else's. When this happens,
one of the key things that will determine the
number of repeat visitors you have to your
corporate website will be the speed at which you
can tailor your output to each new device type.
So, not only will you have the challenge of
getting the right information to the right people
at the right time, you will also have to make the
information 'device relevant'. The way to ease
this task is by Content Management.
‘In Forrester's definition of content
management there are three component parts’ says
Open Market's business development manager for
publishing and new media, Phil Richardson. ‘These
are Content Acquisition, the actual Management of
the Content, and finally Content Delivery. Our
E-Business Suite covers all three of these
parts’. Content Acquisition
The start point is the acquisition of the
content. With hundreds or thousands of
contributors in a corporate community, there will
normally be a variety of tools being used for the
production of the content. These could include
Word, Notepad and more traditional HTML authoring
tools, as well as content delivery by web entry,
wire feeds or other external systems. ‘It doesn't
really matter what tool anyone within the
organisation is using. The technology must allow
that diversity [to exist] because within a company
you will have that diversity,’ says InterWoven's
CEO David Ogidi. ‘You want to empower as many
people as possible to be web contributors. The
more people you have contributing, the richer and
more refreshing the website can
be.’
Although InterWoven's Teamsite focuses on
the second stage, the management of content, it
still has to integrate into the corporate
community. It can do this simply through the file
system interface. ‘Any tool that can create a file
can put it into Teamsite’, says Ogidi. When you
create something, all you have to do is save it
into a directory that is managed by Teamsite. If
the document is created using Word, the save
automatically invokes Teamsite's XML-based
templating engine. It reflects what you do within
Word into a Teamsite template and applies the
workflow to it.
Once you have captured the basic content,
you still need to be able to gather other items of
information to make the content useful. This is
the metadata, or 'information about the
information'. ‘The four types of metadata are
Format, Structure & Access, Management and
Inclusion’ says Bob Boiko, founder and chief
technical officer of Chase Bobko. Format tells you
about whether the content should be displayed as
bold, italic, underlined, and so on. Structure
& Access includes heading levels. The
Management metadata is tracking information, such
as the author, the date of creation, the date at
which the content expires, etc. Finally the
Inclusion information refers to other content,
such as graphics or other files. Management of the Content and Quality
Assurance
The standard way of managing content is to
organise it using XML (Extensible Markup Language
- see 'Tools of the Trade' in November 1999's
Knowledge Management). ‘Content is made out of
components, not pages’ says Boiko. By holding each
of the components as a discrete XML object you
immediately have the ability to reuse the elements
completely separately from any of the other
elements. That allows you to reuse them anywhere
on your site and in any combination.
The next step is to have processes in place
to manage the content objects. Experts recommend
that you have automated processes, and that you
build the automated tool set around your existing
processes, not vice-versa. This means that
you need the flexibility of use in the
automatic toolset you use, combined with the
control to determine at what stages the
organisation wants to check the way things are
coming together.
InterWoven's Teamsite allows each
contributor to see the effects that his new
content is going to have on the entire website,
but while he is still within the security of his
own private area. They call this 'virtualisation'.
‘In an organisation with hundreds or thousands of
contributors, you want everyone to take
responsibility for what they do’, says
InterWoven's Ogidi. ‘By using virtualisation
you're pushing quality assurance right down to the
individual contributor.’
Not only does Teamsite allow you to see the
effects of what you are doing with respect to the
rest of the site, it allows you to see the
contribution of others. You work in a private work
area, divorced from everyone else, but you can
refresh the work area to see the latest version of
what everyone else has done. Once you are happy
with what you've done you can send it to the
staging area where everyone else's work is brought
together, all conflicts are resolved and all
issues are overcome.
In a large organisation there may be the
need to see what someone has done before the
content is moved from one stage to the next. You
may want a spell checker to be executed or maybe
you would want a style guide applied. In some
cases certain content may have to be approved. For
example brand control and maintaining a consistent
look and feel is important for organisations as
they move their entire business forward on to the
web. Or you may want the workflow engine to
execute a piece of code, for example to send an
email to someone to tell them that something has
changed so that they can take a look at
it. Content Delivery
One of the key benefits of Content
Management is the ability to repurpose the content
for the diverse output devices that are available,
ranging from WAP phones to PC-based browsers or
interactive television. ‘Appropriate presentation
of content depends on the media being used,’ says
InterX's CEO Rob Bruce. ‘Consultants might have
web-based terminals for large amounts of data or
figures, PDAs for reviewing small quantities of
data, such as a 50-word précis of a job, and
mobile phones to get news updates and to interact
in real time to queries such as "Can you do the
job next week?"
Rob
Bruce - InterX CEO
Open Market's Richardson agrees. ‘WAP
phones are good for news or immediacy. They are
good for alerting people that new information is
available, and for factual things like stock
prices or ebanking. But people don't want to use
WAP to read something that's 2000 words
long.’
If you take the example of a news item,
there will typically be a headline, a synopsis,
and the body text. There might also be a
photograph or graphic. Each of these would be
stored as a separate component. Depending on the
target device, you want to be able to reuse any or
all of these component parts. But you are not
limited to just these. ‘You can assemble not only
XML components,’ says InterWoven's Ogidi, ‘but you
can call out to external applications to get them
to execute as part of the template
delivery.’
Depending on your application, you may not
want to output the information directly but
instead store it in a database where it can be
accessed by, for example, a dedicated ecommerce
engine. The virtualisation approach of InterWoven,
where each contributor is working separately from
each other, but where they can still see how their
contribution fits in with the rest of the site,
applies equally to the person who is coding the
ecommerce server as it does to the person working
on the content. Proliferation of Output
Devices
The predicted proliferation of output
devices is going to make Content Management an
essential part of a business's strategy. ‘At the
moment people can look at low-volume sites with
not very much content and not very much changing
very often, and can say that Content Management is
for people with more content,’says Open Market's
Richardson. ‘But as soon as you proliferate device
types, these people will either restrict
themselves to cater for only one device type or
they will handcraft different effective content
for each one. That will be a driver for the
adoption of Content Management.’
‘The issue will be how quickly can you have
output for the next new phone,’ says InterX's
Bruce. ‘This is more of an issue in Europe than in
the States because there is less PC saturation in
Europe. There is a threat of a two tier Internet,
with the top tier being those companies that can
provide the application to the different devices
in different ways. You need to develop systems
that can support these new devices as a matter of
course.’
Personalisation
The final piece in the puzzle that enables
you to get the right information to the right
people, rather than getting all information to all
people, is personalisation. Two of the most common
types of personalisation are behaviour-based and
profile-based. In the former, the site monitors
what you do and makes informed guesses at what you
like from the patterns of your behaviour. So, it
could monitor what news items you read, or the
types of music that you have bought in the past,
and so on.
In profile-based personalisation, the
system knows about you because of what you have
told it about yourself. For example, you may have
filled in an online form, ticking various options
about your interests and needs. This is the method
used in InterX's BladeRunner. It provides each
user with the ability to register personal
preferences with a simple check box. This allows
them to select the subjects that they would like
to receive regular information about, and even the
language they receive it in. Users can change this
selection as often as they like. BladeRunner then
selects and highlights all the essential items in
the content that meet each individual's tastes and
can email users to alert them to relevant news
flashes as they happen. ‘Personalisation is a
given!’ says InterX's Bruce.
For advice on selecting a Content
Management system, see
www.metatorial.com/whitepapers/cms_selection.asp Case Study - Interwoven at
Cisco
Cisco Systems hosts the world's largest
Internet commerce site, Cisco Connection Online
(CCO). The site, which is comprised of a
half-million pages of content, serves up 50
million page presentations to customers, partners,
resellers, and investors each month. CCO also
generates online sales of $13.2 bn
annually.
With InterWoven's TeamSite and OpenDeploy,
hundreds of contributors produce and publish
content for the CCO site every day. Each month,
more than 2,000 new documents are created by Cisco
contributors using TeamSite's enterprise-class web
content management, application development, and
workflow capabilities. Then OpenDeploy gives
Cisco's 400+ Web editors a secure, flexible,
scalable solution for cross-platform,
transactional content transfer to CCO's production
servers.
One of the most important capabilities of
the solution is TeamSite's versioning feature,
which enables Cisco's Web development team to
create and index multiple versions of their site's
source code. This allows developers to quickly
locate and revert back to any previous assets that
might be needed, without time-consuming data
search and retrieval. The versioning capability
has been so effective that 40 percent of Cisco's
content was unnecessary following the TeamSite
implementation.
CCO developers have also found that
TeamSite's SmartContext QA feature gives them a
special productivity boost. It enables web
contributors to stage and test their changes to
CCO in the context of the entire site, saving the
prior bottleneck of having to move production
files to another server for testing.
Many of Cisco's 23,000 employees world-wide
regularly submit content to CCO. But this global
development effort often proved frustrating in the
past, as CCO was formerly administered by a
centralised organisation. With the help of
TeamSite's development branches, Cisco's web team
was able to deconstruct CCO into more than 200
branches supporting the company's world-wide
operations. TeamSite allows separate branches to
be created so that multiple teams across an
enterprise can work concurrently on a common base
of web content, in whatever way is best for them.
Cisco contributors can move information
quickly to CCO, right from their desktops, without
having to use a complex set of non-integrated
tools. TeamSite's powerful content management and
workflow capabilities help streamline the
development process. And using OpenDeploy, editors
can simply ‘select all’ files to be published, and
drag them to the production server.
Case Study - Open Market at
Informa
Informa is a leading business information
group publishing over 2,000 titles across a range
of business sectors including telecoms, medical,
law, tax, energy, finance and insurance. Its
portfolio includes the Lloyd’s List, one of the
oldest publications in the world. Informa selected
Open Market’s content and commerce software
products to run its business information sites.
Phil Richardson, Open Market
‘Informa wanted to implement the system
quickly without having to reinvent themselves,’
said Open Market's Richardson. ‘The ability to
implement something within an existing framework
of systems, infrastructure, workflow processes,
people, relationships, etc is becoming a key
thing. There are not many people left who can
approach an implementation from a completely
greenfield site situation.’
‘We are committed to delivering the most
relevant and timely business information possible
to our customers across the group,’ said David
Gilbertson, Chief Executive of Informa Group.
‘While we have previously used electronic
products, time to market and cost of development
have been limiting factors. Implementing a
group-wide information architecture enables our
market facing units to access any information from
within the Informa Group and its strategic
partners, and to quickly and cost-effectively
deliver the electronic products and services our
customers require.’
Open Market’s Content Server and Content
Centre products automate the extraction, delivery
and authorisation of these publications onto the
Informa Web site. The site offers users a range of
flexible access options including subscriptions
and pay per article downloads. Open Market’s
Transact handles secure order and payment
processing and fulfilment.
Informa’s business customers will be able
to access branded subscription services,
conference information and other online products
and services from across the Informa Group via a
single sign-on. Users will then be able to
personalise the content of their services using
Open Market‘s Personalisation Centre, underpinning
Informa’s strategy to provide high value focused
business information tailored to its customers
needs. ‘The adoption of proven application
packages based upon open standards such as XML,
enables our clients to reduce risk, and maximise
their return on investment’, said Richard Lambert,
Open Market's regional director in the UK, Middle
East and Africa.
Links
http://www.interx.co.uk/
http://www.interwoven.com/
http://www.openmarket.com/ |