INFORMATION 4.0 – ON ITS DIGITAL ROUTE TO THE CUSTOMER

tekom 2. Cross-Border Country Organization Event – Aachen RWTH, 12.05.2017 – Dipl.-Ing. Jürgen Sapara

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The way things were – using a car breakdown as an example:

• First find the manual, then browse the manual – this can take some time – in the worst case, find very little useful information

What does this look like today or what will be different in the future?

• The fault or the event triggers the customer info – and precisely the right info, too

In other words, the mountain comes to Mohammed …

… and future information also makes its way to the customer.

No longer the "all-embracing" manual, but smart information

Previously and in the future

CH

AN

GES

Smart information

• no longer means documents, but objects (individual blocks of topic-orientated information)

• is offered rather than delivered (pull instead of push)

• is triggered by the context and thus dynamically adapted to the user and application scenario

• is dynamically extensible by further information and/or operating parameters in the application scenario

What will change? 1/2

CH

AN

GES

Smart information

• is valid for delivered, configured systems – that is, precisely the specific, individual variant, also after modification and updates

• supports various terminal devices (responsive design)

• can also be found in appropriate tools (content delivery portals) via comprehensive search and filter functions

• can be networked with other smart information, e.g., from other manufacturers

But this is only possible with good/correct metadata!

What will change? 2/2

CH

AN

GES

• The target groups: We used to think we knew who reads what documentation when … today, "the" user, and above all also the application scenario is unclear/less clear

• The users: Are far move independent (mature); they want less to be spoon fed or guided, but instead prefer to take an active role themselves (pull vs. push)

• The interactions between users, products, manufacturers

… even more changes

CH

AN

GES

Extended use options

• Internet

• Smartphones & tablets (online 24/7 and wherever you are)

• Youtube (movies instead of text)

• More autonomous (pull vs. push)

Extended technical opportunities

• Storage capacities

• Systems for creating and managing multimedia content

What promotes change?

Cross-border trade with classical goods and services (2005…2014)

Factor 2

Cross-border Internet connections Factor 18

Bandwidth used Factor 44

SO

CIA

L ASP

ECTS

• Digitalisation means cultural change for everyone & everything

• Management & staff

• Processes & tools

• Business models

• …

Meaning for technical editors

• Creativity and social intelligence cannot be replaced by robots (Haufe.de, "Job FuturoMat“)

• Fit for the knowledge society

A departure from Taylorism (legacy work & organisation), and a shift towards agile, global models not horizontal, but vertical (parallel knowledge)

Social aspects

AR

EA OF TEN

SION

THE TE'S P

RO

FESSION

What characterises the profession (the tasks) of the technical editor – while at the same time making it difficult?

• Orientated on the product service life thus far

• Thought out in application scenarios and created in the form of corresponding how-tos – with warnings and instructions for action

• However: It is precisely these application scenarios that the technical editor will have even less knowledge of, or not know at all, in the future

For this reason, we need "small", self-contained info units with good metadata

Area of tension in the TE's profession

META

DA

TA IS THE K

EY • Metadata is "data [information] that provides information about other data" but not the data itself (Source: Wikipedia)

• This metadata states, among other things

• why,

• when and

• by whom

• the information is used.

The result is small, self-contained units of information containing carefully considered metadata.

Metadata is at least as important as the content itself!

Creating content changes to creating context in future.

Metadata is the key

Image source: D. Schmitz, tecteam GmbH

FR

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META

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The metadata is useful (and good) if it

• is carefully considered, and

• used in a standardised way.

It is only with such metadata that cross-product, manufacturer and industry information units can be dynamically linked and presented in a way that is meaningful to the user.

This is where iiRDS enters the scene: iiRDS stands for Intelligent Information Request and Delivery Standard

From metadata to the exchange standard

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META

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Standard for the exchange of information

• Focus not only on delivery, but also on the request

Access to smart information is equally important as delivering it in a standardised way.

• The customer does not care where the info that they can request from the content delivery portal comes from.

• When information is created, we typically do not know where and how it will be used, or which tool was used to create it.

• The customer is involved, standardised terminology cannot be assumed.

This makes standardisation absolutely essential.

From metadata to the iiRDS exchange standard

DETA

ILS OF IIR

DS

• Mapping metadata for classifying information

• Docking points for product-specific and variant-defining metadata which can or must be defined by the enterprise itself

• To be able to dock other metadata classifications at the docking points, iiRDS uses semantic web technologies and defines its taxonomy in the RDFS format.

• cross disciplinary tekom workgroup established

• Standard will soon be open for public commentary

• Do you want to keep up with the latest developments? Then please register on http://iirds.tekom.de

Details of iiRDS

TH

EOR

Y OR P

RA

CTIC

E? • Is everything just "dry" theory? Or already (implemented) practice?

• Many topics are under discussion in this environment, and still need to prove their practical capability (in daily business)

• In 2016, we launched a project with a customer and partners as a proof of concept

"Context-sensitive help for hardware" Topic at the autumn conference 2016, lecture IN24

Theory? Or already practice?

Theory?

Practice?

PR

OJEC

T OB

JECTIV

ES

• Displaying the "correct" information unit on the mobile device (smartphone or tablet) in case of error

• No complete guides for use & service

• Visualising status information: Monitoring and diagnostics

• Displaying context-specific help

• Simple, direct access for service engineers

• Web-based and thus platform-independent

• Use of an autarkic connection interface (integrated WiFi interface)

• Ability to retrofit to existing Dometic devices

Project objectives

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OJEC

T SKETC

H

• Dometic: Stationary air condition system delivers operating states to integrated CareLAN

• OKIT: CareLAN collects and transmits device data to database front end

• tecteam: delivers structured information for required actions to a database front end (GUI)

• Forsit: Database front end (GUI) analyses and visualises device data and additional information

Objective: context-sensitive information to reflect the user's role/qualifications

Project sketch

RTX Industry 4.0

TEC

HN

OLO

GY D

ETAILS Dometic

• Taking the external interface for operating states into consideration as early as in the Performance Specification

• Hardware and software interfaces implemented in the stationary air condition unit. These can be used for additional data evaluation in order to improve product development

• Structuring and definition of the data for transfer (Big Data)

Technology details

TEC

HN

OLO

GY D

ETAILS tecteam

• Creating target-group-specific & context-sensitive information on operation, maintenance, troubleshooting, etc. for various user groups

• Specifying the information structure and meeting the technical preconditions

• Editorial guidelines

• Metadata structure

• Basic database solution

Technology details

TEC

HN

OLO

GY D

ETAILS tecteam

• Creating target-group-specific & context-sensitive information on operation, maintenance, troubleshooting, etc. for various user groups

• Specifying the information structure and meeting the technical preconditions

• Editorial guidelines

• Metadata structure

• Basic database solution

Technology details

TEC

HN

OLO

GY D

ETAILS tecteam

• Creating target-group-specific & context-sensitive information on operation, maintenance, troubleshooting, etc. for various user groups

• Specifying the information structure and meeting the technical preconditions

• Editorial guidelines

• Metadata structure

• Basic database solution

Technology details

TEC

HN

OLO

GY D

ETAILS tecteam

• Creating target-group-specific & context-sensitive information on operation, maintenance, troubleshooting, etc. for various user groups

• Specifying the information structure and meeting the technical preconditions

• Editorial guidelines

• Metadata structure

• Basic database solution

Technology details

TEC

HN

OLO

GY D

ETAILS OKIT CareLAN

• Providing the hardware for interfaces Data acquisition and actuation of parameters

• Fully integrated in the stationary air condition unit (not for proof of concept project)

• Provides a WiFi hotspot

Technology details

TEC

HN

OLO

GY D

ETAILS Forsit

• Evaluation of the data delivered by the device

• Providing the visualisation software

• Web-based interaction with the stationary HVAC unit and the editorial software; no other external IT components required

• Central server supplies the platform with the current device configurations, documentation and rights information

Technology details

TEC

HN

OLO

GY D

ETAILS Forsit

• Evaluation of the data delivered by the device

• Providing the visualisation software

• Web-based interaction with the stationary HVAC unit and the editorial software; no other external IT components required

• Central server supplies the platform with the current device configurations, documentation and rights information

Technology details

TEC

HN

OLO

GY D

ETAILS Forsit

• Evaluation of the data delivered by the device

• Providing the visualisation software

• Web-based interaction with the stationary HVAC unit and the editorial software; no other external IT components required

• Central server supplies the platform with the current device configurations, documentation and rights information

Technology details

EX

PEC

TATIO

NS A

ND O

UTLO

OK

The project introduced here reflects the current development status; there are further ideas:

• Evaluation of operating states for future device developments

• Connection with augmented reality (AR) for service staff

• Ordering parametrisation/settings on the devices

• Directly via an integrated spare parts list

• Remote control and help via app

Expectations and outlook

CO

NC

LUSIO

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UTLO

OK

Project CSM4 (Connected Smart Maintenance 4.0)

• Topic also received well internally by customer; considering use in further products

• Project team still active

Industry – or Information – 4.0

• Keep going and monitor the whole thing!

• Adapt what is good, but do not implement prematurely (keyword Early Adopter LinkedIn)

iiRDS

• Good state of development, has potential

Conclusions and Outlook

SO

UR

CES

• http://handbuch-digitalisierung.de

• http://iirds.tekom.de

• http://tagungen.tekom.de/h16/tagungsprogramm/vortragsfolien-download/

• Book Prof. Dr. Getrud Grünwied: Usability von Produkten und Anleitungen im digitalen Zeitalter (Usability of Products and Manuals in the Digital Age) ISBN-13: 978-3895784644

• https://job-futuromat.ard.de

• https://www.haufe.de/personal/hr-management/industrie-40-mensch-nicht-vollstaendig-ersetzbar_80_333418.html

Sources/Useful links

THANK YOU FOR YOUR ATTENTION!

tecteam GmbH Tel.: +49 231 9206 0

Antonio-Segni-Straße 4 Fax: +49 231 9206 199

44263 Dortmund www.tecteam.de

Jürgen Sapara Email: j.sapara@tecteam.de