1. The Ten Commandments For Technical Writers at STC India December 4, 1999 Bangalore Presentation by V.Shankar Chief Of Staff Citicorp Information Technology Industries Ltd.

2. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. Setting the Context… From the other side of the fence Non-technical view Lessons learnt over the last decade of product development/management Customer = Developer(s) / Manager(s) Product = Documentation Market = Rest of the organization

3. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. I.COMMITMENT THOU SHALT COMMIT THY HEART AND SOUL TO BUSINESS STRATEGY

4. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. Commitment... Recognise and Display dedication to the strategic benefits of main-stream business Shift the customer from a cost-based paradigm to a value-based paradigm Resist short-term temptations

5. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. II.FOCUS THOU SHALT IDENTIFY AND STICK TO THY TARGET AUDIENCE, AND THOU SHALT NOT STRAY INTO TEMPTATION.

6. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. Focus…. Need to specialise - vertical / horizontal segment focus Build synergy between product lines Need to build functional expertise

7. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. III.INVESTMENT THOU SHALT NOT PURSUE WEALTH IN THE SHORT TERM, BUT SHALT TOIL WITHOUT REWARD, FOR IN THE LONG TERM THOU SHALT BE BLESSED IN PLENTY.

8. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. Willingness to Invest... Sizeable initial investment without immediate returns Need to take a long term view Strategic Cost Management

9. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. IV.RISK MANAGEMENT THOU SHALT PUT THY EGGS IN MORE THAN ONE BASKET. THOU SHALT ALSO ENDEAVOUR TO INCREASE THY SUPPLY OF EGGS.

10. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. Managing Risk... Build Ability to add value Be Alert to Spin-off Opportunities Find a Pilot Partner for initial development Diversify

11. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. V.PROCESS AND QUALITY Thou shalt live, breathe and dream quality and process maturity, for therein lies your salvation.

12. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. Quality and Process Maturity... Quality, a critical factor in the competitive international arena Continuity is Essential Use processes to reduce dependency on individuals

13. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. VI.TIME TO MARKET REMEMBER THOU ALWAYS THAT TIME IS THINE ENEMY. THOU SHALT ADOPT TIME BOX DEVELOPMENT AND DELIVER THY PRODUCT(S) ON TIME.

14. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. Time To Market… Time window to every opportunity Focus on productivity Sacrifice features at the altar of schedule Track hidden costs of opportunity loss

15. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. VII. PRODUCT INTEGRITY THOU SHALT MAKE THY PRODUCT FLEXIBLE. THOU SHALT NOT SUCCUMB TO TEMPTATION AND CORRUPT ITS SOUL.

16. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. Maintaining Product Integrity... Design a flexibility architecture from the ground up Parameterisation, UF is essential Configuration Management and Version Control

17. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. VIII. AUGMENT THE PRODUCT THOU SHALT OFFER YOUR CUSTOMER A COMPLETE SOLUTION AND SUPPORT HIM IN HIS HOUR OF NEED.

18. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. IX.BUILD INSTALLED BASE THOU SHALT COVET THY CUSTOMER. THOU SHALT COVET THY INITIAL CUSTOMERS EVEN MORE. THOU SHALT KEEP THY CUSTOMERS IN BLISS, FOR VERILY THEY WILL BEGET MORE CUSTOMERS.

19. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. Building Installed Base… The single biggest Entry Barrier Pilot approach Commercial flexibility Achieve customer delight Build customer references

20. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. X.ALLIANCES THOU SHALT BUILD RELATIONSHIPS WITH POWERFUL PARTNERS FOR MUTUAL BENEFIT.

21. _________________________________________________________________________________________________________ CITIL Copyright © 1997 CITIL. All rights reserved. Reproduction in any manner is prohibited without permission. All trademarks and trademark names remain the property of their respective owners. XI.FORTUNE FAVOURS THE BRAVE THOU SHALT KNOW NO FEAR, FOR THE COURAGEOUS AND COMMITTED SHALL INHERIT THE EARTH.

22. Cherish The Gift Of Writing THANK YOU