Ah, because you check it by hand?!

Sometimes, when you work too long on the server side, you tend to detach yourself from the real reason you love this job: the people who use the system. This little story, tinged with truth, reflects ContentSide's commitment to delivering projects that provide a real service to the user.

I thought when I started this new assignment that it would be mainly technical project management where my role would be to replace an obsolete and dusty piece of machinery with a shiny new engine. I was quite far from it.

In order to get a detailed overview of the context, after making an inventory of the existing documentation, I organise a meeting with the project stakeholders, in particular the people in charge of the documentation department, the main users of the system and, above all, the conductors of this large production chain. After a few minutes of presentation, during which I explain my mission and what I see as a possible solution, the final word is spoken: this arrow on the diagram represents manual processing, i.e. performed by a human. This human being is endowed with intelligence, much more so than my machine, since he uses this stage of the chain to control, correct and enrich all the documents that circulate through it.
The statement was not the right one: in reality, there is more listening and understanding of the business context in this mission than of EIP or BPM. This makes the challenge all the more interesting.

I still have my main objective: to secure these xml flows that must pass without delay from the DTP chains to the Internet users. There is a fear that, among the multitude of technical components along the way, one of them could single-handedly block online publication (the famous SPOF).
In addition to this initial objective, the operators in charge of these processing chains must be supported:

• Involve them in the design of the new solution so that they buy into the project
• Under no circumstances should the manual workload be increased
• Redefine the role of each of the steps, especially those involving a human
• Search for Quick Wins that will optimise certain treatments.

I have not found the ideal solution, but the individual interviews I have conducted so far are pushing me to understand the origin and nature of these manual treatments.

History

First of all, it is not uncommon for manipulations to be made when they no longer need to exist. The documentation service has been handling digital flows for more than 15 years, and there have been three overhauls in 15 years, so the housekeeping has not been done in every corner.

Shifting strategy

Secondly, the Press and Publishing sector has been looking for a long time for an economic model that adapts to the digital format and uses. The initiatives and good ideas are legion (premium offer, freemium access, flip-through mode, pure web files, etc.). But to test them, we are not going to launch a long and expensive project. So we temporarily create processing chains that include humans, and if successful, we will perpetuate this chain (by automating as much as possible). In the event of abandonment, we will try not to forget to clean up...

The raw material

Unlike most industries, the ingredient of added value in the press-publishing sector is very unpredictable: an article can take many different forms. The creativity of authors/journalists cannot be overly constrained, as this is where the flavour of the finished product lies. So we have to adapt, and to do this, the processing chains leave many doors open to manual intervention so that at no time is a chain blocked because a document does not fit into the expected formats.

Corporate culture

Finally, it is not uncommon to find that some treatments are still done by hand, simply because no one had the idea, or thought that a machine could do it. I grew up with a machine by my side, I know what it can do, I know what problem it can help me solve. Not everyone in the company has this appetite for technology, and some people may even be a bit wary of it.

This mission is another opportunity to show that Press' Innov is far from being limited to purely technological projects. Even if I will take great pleasure in designing and deploying a high-performance technical solution, I will be just as delighted to have been able to support people in their daily use of the tool.