BPO Thought Process

BPO Thought Process

Opinions expressed on this blog reflect the writer’s views and not the position of the Capgemini Group

Shoot the Book

Category : BPO
For those who have lived through the 90’s and early 2000’s,"shoot the book" may be a familiar statement. In Die Another Day James Bond aptly demonstrates “book shooting” by destroying a thick car manual which is supposed to instruct him about his latest hi-tech car.
That scene clearly echoed what I believe many people felt in those years about thick manuals and books. I saw many indications on Google that sales and readership were dropping and the media bemoaned the demise of the printed word. However a few companies changed all this drastically. Kindle and Apple and others re-wrote the story by inventing the hand-held device.
Fast forward 20 years and everywhere you look - in buses, trains, streets, restaurants, parks, cinemas - people are engrossed with their phones or tablets. While what they are reading may not always suit the taste of their family members, it is undeniable that today everybody is reading more. What this has done to the content and the style of presentation is quite another story though.
Let us consider specifically the operating and maintenance manuals which are created for vehicles, trains and even airplanes. These could be fat books running into several volumes, each with thousands of pages. Any mention of such fat books normally brings to mind mechanics with grease-stained clothes and fingers, thumbing through their tomes in dimly-lit workshop areas. Today the same mechanic is demanding his manual on a tablet or at times on his android phone!
Not surprisingly, this puts an additional responsibility on content creators. The older generation is used to an index, a glossary and page numbers to access the relevant pages. The first type of change that came in was the search engine in programs like Adobe PDF Reader which allowed you to jump to the section you wanted to look up. However now with mobile apps, the whole concept of a “page of information” needs to be overhauled.
In the tablet, a tap of a finger can open up a picture, textual information, animation or real operational videos. But surely the real science lies in linking and presenting all this information together so that the reading experience is enhanced. Not many in the technology domain like this though. As an engineer making the product, I want to be matter of fact in producing product documentation.  Yes of course, I need to ensure that what I write as content is interpreted in exactly the right way by the consumer of the product so that it is used and kept safe. But when the user starts to expect a great experience in elementary aspects like information access, doesn’t it become a bit too much?
Well, not really. We need to adapt with the times and appreciate the advantage this enhanced user experience provides us to convey all information to the consumer. Content writers and creators therefore have a greater responsibility to accept and adapt to this new mode of communication and applying best practices such as:
  • Generating Enriched Content that is seamlessly exhibited in the app
  • Ensuring information is complete but focused on what’s relevant
  • Blending text, graphics, animations in a simple yet visually appealing display
  • Testing the app across every platform used by the customer
  • Considering the customer’s perspective on where and how the app will be used and rating the app as a user
Providing an enhanced user experience is a key requirement for Capgemini’s Enterprise Content Management services.  We are continuously innovating to provide a better and more integrated suite of knowledge for users of mobile app-enabled maintenance documentation.

More on this next time.

About the author

Lakshman Aragam
28 Comments Leave a comment
Nicely interwoven and well written. Fantastic Article. Thumbs up. Looking for more...
Great Insight on ECM showcasing Capgemini Capabilities in this domain. Superbly written Laks. We will be waiting for more!!
Superb Lax! Myth cleared.... article is nicely interwoven with trends of life. Opening with 'Book Shooting' was clever! Waiting for more from you. Jai
Excellent Work Laks!! Your article is a proof that you mastered the art of (Technical) Writing. Wish to see more from you. Cheers!!!
Great piece of info for all Author/Writer and gist of what is the next gen authoring.
Very rightly said! We need to quickly adapt to the ever-changing time, technology and obviously considering the client’s end-user requirement. Our manuals need to be reliable and most importantly, focus on the end-user’s productivity with a good touch on the new technology.
Very Informative and a Eye opener to sustain and grow in this competitive world of Content management.. Thanks Lakshman sir
good one, really happening info..
Thought process mentioned in the blog is simply stupendous and expresses futuristic views of the author. Providing an enhanced user experience is indeed our key to success. Well written article. Congrats.
Nice and precise write up.
Fantastic blog lakshman, narrating through james bond scence to complex content management requirement was really superb!
Very aptly and well said,today the digital data has revolutionised, the way the maintenance publication is seen/used.
A well written article that greatly emphasizes on the importance of NextGen publishing and an eye opener for all in the TechPub industry to think from the user perspective. Thank you.
A well written article that greatly emphasizes on the NextGen publishing and an eye opener for all in the TechPub industry to think from the user perspective. Thank you.
Excellent article with to the point information on the role technology plays in content writing/storing/making it available. I think the biggest expectation of consumer from the available information/data is to get the required information as fast as possible with minimum fuss and clicks while using the technology platform. So the challenge is for the technology platform developers to make the required information available to the user intuitively through their applications and tools.
Well written, Sir! Clearly conveys how important the information/contents are in whatsoever format. Yes, the things have definetely evolved from big-fat print version to a touch gestures and we now have a world of information at just a slide of our single finger.
Well said, sir! This clearly shows how important the information are in whatsoever format. The technology have defintely evolved from Big-Fat print version to a touch gesture and we now have a world of information at just a slide of our single finger.
Well said, sir! This clearly shows how important the information are in whatsoever format. The things have definitely evolved from Big-Fat print version to a touch gesture and we now have a world of information at just a slide of our single finger. Amazing!
Nice narration about the old age use of manual by airctaft technician.Eye opener for FutureGen Content managment and publishing.
Nice!! Showcases the evolution of paper to paperless information on hand.
Sir, a very well-written article, it's a good addition, showcasing technology of today, which will certainly enrich end-user experience.
Nice writing Lax...next is direct upload to human brain, not that far off I guess...
Good article. This should start the thought process for the technical documentation teams to innovate and adapt to the latest requirements.
Very Well Written Laxman Sir. A revolution of change in Technical Publications.
Well written sir, great eye opener. I wish to see many more from you.
Well written article Laks! Good read. Kudos. Brownie points given for the smart title - 'Shoot the Book' :)
Just loved reading this article. Very true and crisp.Superb.. I had missed to read this earlier ...
Very informative and well guided to the future evolution of Technical Publications.

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