The Journey to Localized Interactive Guides and Measuring Their Effectiveness at BMC

Track: Content Management | CM6 |
Friday, November 3, 2017, 10:15am – 11:00am
Held in: Mission City Meeting Room 1
Gina Fevrier - BMC Software, Inc. 
Lelani Prévost - BMC Software, Inc.
Host: Scott Abel

When the technical publications team made the strategic decision to deliver interactive guides for BMC Remedyforce, localization was not a foremost consideration. The third-party solution selected did not support internationalization. As the writers developed guides, the localization team worked with the third-party vendor to support a standard, localizable file type. The guides were then translated into five languages and available in multiple delivery formats including web. Using Google Analytics, the localization team measures the effectiveness of source and target language guides with each release and develops improvement plans for future releases.

Takeaways: Attendees will learn how to use analytics to guide decisions on the effectiveness of user assistance in accomplishing the goals of global customers. This effectiveness can be evaluated across languages and regions.