Bret Freeman
Learning a new software package can be intimidating. People are creatures of habit, and change can make them uncomfortable. If you’re thinking about implementing a content management system to manage your technical documentation, you are probably wondering how to prepare and encourage your editorial staff.
A content management system will make their lives easier in the long run, but it may be challenging to get your writers and editors excited about the change.
Before implementing a new system, try approaching the situation from your editorial staff’s perspective. Following are a few points to consider.
The Learning Curve
People tend to like the status quo. New technology means a new learning curve and often makes people wonder whether they will be able to keep up. Established processes, on the other hand, mean comfort zones and business as usual.
Loss of Ownership
When switching from their existing editorial process to a content management system, some staffers — particularly those who have never used such a system — may perceive a loss of ownership. For example, a writer who has been in charge of the production of the same manual for many years may feel threatened by the move to content management because all content will be stored in a central repository.
New Concepts
Implementing a new content management system often means that users must learn new concepts. Most people tend to think of their content as files that live in folders on a network or hard drive. When a content management system is in use, the content becomes much smaller chunks of reusable information, and the concept of files and folders becomes obsolete. Users must learn to think of their content in a new way.
Lessening the Pain
There are two major steps you can take to help bring your staff on board for content management and make the adjustment as painless as possible.
Keep Your Staff Involved
Before and during the implementation process, it is important to hold regular meetings with your editorial staff. Help them understand the goals of the project and the process for reaching those goals. Change is a lot less challenging when people understand what is happening and know what to expect. Staff meetings should be informative and should include time for questions and discussion. Remember that these are the people who will use the system the most: It’s important that they feel comfortable asking questions and that you listen to their feedback.
Whenever you discuss the implementation with your staff, whether during meetings or around the water cooler, always be prepared to explain the reasoning behind the change. Even if the benefits of content management (reduced costs, increased efficiency) are obvious to you, they may not be obvious to a senior writer who has been working in the same department with the same editorial process for many years. Be creative: It might be a good idea to provide staff members with a written explanation of the pros and cons of the system, the way it works, the amount of money you expect to save, and so on.
Don’t Make New Problems
This sounds obvious, but a content management system that doesn’t meet your organization’s requirements will be far more challenging to implement than a system that fits your needs. Ideally, you will want to work with a vendor that provides services such as data analysis, training, DTD writing, and quality technical support. Make sure your staff and the vendor’s support staff feel comfortable working and solving problems together. Choose a vendor who has a strong knowledge of the product and the content management industry in general.
Look for a system that integrates with the tools your staff members are familiar with. Many content management systems integrate with popular XML editing tools, such as Adobe FrameMaker. Some systems even allow users to access the full functionality of the content management system without leaving the familiar interface of their favorite editing tool or switching back and forth between windows.
Many who have successfully implemented a content management system agree that writers and editors eventually come to appreciate all the system can help them do. By following the suggestions in this article, you can ensure that the implementation process will go smoothly.
Bret Freeman is Vasont Systems Sales Engineer for Vasont Content Management Solutions. He has more than ten years experience in the information management and publishing industry and has delivered numerous presentations and training courses to groups in the United States, Canada, and the United Kingdom. He has extensive knowledge in content management strategies and complex multilingual outputs.
This article first appeared in the January 2005 issue of Intercom.