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Knowledge Management Bulletin Share, learn, innovate #1

Page 2 | Knowledge Management Bulletin Dear KM’ers, I am very excited and pleased to welcome YOU to our first edition of Knowledge Management (KM) Bulletin! After a full year, during which we have initiated, with my team, a total transformation of the KM strategy within and abroad support organization, it appears to be the good period for us to give you a glimpse through this small publication, on what has been engaged. In this new sharing formula, you will find some essential information about our mission and goals, key technical resources, and key achievements. We hope that it will help you find your place in this transformation and define how WE can work together in 2016. Wishing you a pleasant reading! Pierre-Frédéric LEBOEUF Support Knowledge Management Team manager

| Page 3 4 Our Vision & Mission 6 Our challenges... vs Our goals 8 A 4-years KM Strategy 9 How do we get there? 10 Key actions to drive KM transformation 12 KM-ing best practices 13 Search first, search better! 14 Another big KM team focus 16 Relevant & Timely content is KING! 17 Who are we and how to connect with us?

Page 4 | Our Vision & Mission Before opening the black box of Knowledge Management, we wanted to give you a little sneak peek of the Why & How of working with Knowledge Do you know what is our purpose and vision? Our Vision “Connecting people and content in context” by re-envisioning knowledge management with users at the center, to deliver Knowledge-As-A- Service” Our Mission Nurture a Collaborative Knowledge Management Environment that drives teams towards their success, our organization’ success and our customers’ success Our Motto …less questions, more answers ? ! RE|USE Knowledge

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Page 6 | Our challenges... After putting efforts for a couple of years into the initiation and development of many ideas, processes, tools, and refinements of these, we needed to align and integrate them within the overall support strategy but also transform our activities and best achieved results towards our vision. To understand how we can drive these changes, let us take a look at our main challenges, and how we envision the future of working with knowledge. Mass production, low Who are our reuse & unfocused audiences? Do maintenance of consumers find what knowledge they need? Flying blind: quid of Searching around the usage? Usefulness? clock (20% working Covering business time) priorities?

| Page 7 vs Our goals Consumer-centric Learning from and approach (demand with our users identification (crowd-sourcing & relevancy focus) content feedback, promotion…and creation) Predicting Integration in daily opportunities through activities - It’s the meaningful content answer which finds interactions people!!

Page 8 | A 4-years KM Strategy Achieving such goals means engaging into successive maturity steps. We first need to make sure we increase our ability to deliver fresh, relevant and accurate knowledge anytime, anywhere. In addition, we strive to create a smart ecosystem enabling us to facilitate the delivery of latest technical knowledge offerings, while monitoring users’ demand for it. Following a detailed analysis of current activities and knowledge practices, we identified several strategic axes of work and divided them along four time dimensions. Now, what are these axes and so how will we shape the future of knowledge at work.

| Page 9 How do we get there? That said, what fuels our vision and challenges us in the way we work every day? Let us begin with the working framework that we designed, adopting a holistic view of processes and enablers of the knowledge management strategy. We needed a unique framework in which all elements through which people reuse, share and create knowledge be integrated into a coherent whole and fully aligned with support goals and processes.

Page 10 | Key actions to drive KM transformation in 2015

| Page 11 Key actions to drive KM transformation in 2015

Page 12 | KM-ing best practices Get your content found & better ranked! You may already know that our Support Knowledge Base, hosts huge technical knowledge in form of Question & Answers, Bug reports, User’s guide, Developer’s Guide, White papers, and more! To enable everyone to make the most out of our technical knowledge, we will consistently share dedicated tips and tricks so that you can get what you need much faster! In this first edition of KM bulletin, you will discover how the use of keywords and tags in different sections of your content may significantly impact both indexing and ranking of your content in search results. A user’s search query usually prompts the search among different fields: abstract, keywords, question, body of the answer, etc… Today we’d like to share with you hints and advises to optimize your content and maximize its likelihood to be found and reused by other DS products users, in other words increase your readership! We’d like to share with you a few tips to make sure that your article is well ranked in search results: ■ Think “consumer” first: What is your article about? Which question from the user is it answering? How does your article differentiate from others on similar topics? Why is it interesting for users? ■ Use a widely shared vocabulary: use words that are usually well known or understood by customers (do not use DS jargon or internal terminologies). ■ Select keywords that are representative of your content: Identify what is the main topic of your content as well as secondary topics. Want to know more about authoring best practices and how you can increase your content consumption? Learn how to get your content discovered now! We would also love to hear your feedback or suggestions, and share them widely with our fellow colleagues across GEOs. Don’t hesitate to get in touch and we will be happy to work together!

| Page 13 Search first, search better! Enhancements implemented this year seek to bring you a smarter search and deliver relevant content that you can share further to your audiences, shall they be peers, partners, customers or end users. We have added two main features that improve Search effectiveness: ■ Optimized search results for acronyms, release levels, and other terminologies unique to DS solutions as well as enabling synonym matching and stemming variants. For instance, a user looking for material related to “unable to generate bootstrap in 2015x” could not find any result because the relevant article was named “creating a bootstrap in 3DEXPERIENCE 2015x”. Now synonym matching enables to bridge “generate” with “create” while stemming enables to approximate “creation” with “create”, “creating”, “created” etc… How will it help you? The post “They are synonyms... but not the same: how do they match up?” gives you a more informed view on these changes. ■ Setting “stopwords” to avoid many irrelevant results. The engine skips those words form the user’s query, which do not add any value. For instance, an internal user who searched for “abaqus with the starter pack license cannot make use of SDVINI” did not get any results. After implement, the user is able to retrieve relevant results: the engine skipped words such as “with”, “the”,“of” as well as “cannot”, “use” What does it change for you? We’ve prepared everything you need to know in the post: “A little “split” confession: Why we can’t stop words from leaving us…” Following the implementation of those enhancements we are continuously improving the thesauri thanks to your feedback, here is an overview of new entries since the effective implementation dates in July & September: ■ Stopwords: 523 stopwords (+484 entries in the last 2 months) ■ English synonyms: 512 matches (+15 entries in the last 2 months) ■ DS acronyms: 118 matches (+48 entries in the last 2 months) ■ Computing terms: 468 matches (+21 entries in the last 2 months) Give it a try and push us new use cases proposals

Page 14 | Another big KM team focus Empowering WW Support It has remained our constant focus to serve our worldwide support teams in achieving their goals at the best! Whether it be by enabling them to efficiently handle the latest product release or by sharing knowledge on key topics which is relevant across geography or finally by providing them an opportunity to try their hands on newer functionalities. Knowing the information from experts makes a big difference to learn any new topic. Knowledge Sharing Sessions driven through a mode of Webinar precisely serves this purpose and greatly reduces learning curve! In general, there are 3 main types of Knowledge Sharing session being conducted at regular intervals. ■ First one is specific towards support enablement of latest release of the product. It covers key highlights being introduced in latest 3DEXPERIENCE platform & how it impacts our customers. This is generally conducted few weeks prior to GA/ Beta program release. ■ Secondly, there are brand specific knowledge sharing, intended to focus on technical updates on brands like CATIA, ENOVIA, DELMIA, SIMULIA, etc and this too happens before GA/Beta program. This provides a glimpse of what’s new in respective release and its value. ■ Lastly there are domain specific sessions e.g. Apparel Accelerator. Such type of sessions are driven all across year keeping in mind the relevance of the topic and how significantly it can impact our support team skills. Moreover, the recording of all sessions go on Support communities as reference content.

| Page 15 Equally important, we drive Highlight sharing initiative across R&D teams primarily involving Support & QA to bring series of new product highlights in a form of blogs on support community platform. This serves as a constant source of information for everyone. And as someone rightly said, we understand what we do! Hands-on sessions are purely designed keeping this aspect in mind! It provides step by step information on how user can explore new release and changed functionality of the product, its usage. All defined target audience gets preapproved access and necessary roles to play the game! Post exercise all the feedback is collected via survey and key inputs are shared with R&D for essential action items. Take up the challenge and join us! If you wish to share your experience on specific domain(s), just do it, that’s pretty easy! That’s opened to everyone and you can count on us for all the support and guidance you need to get it done! We would be more than happy to work together! Contact us at : [email protected] We have also nominated this initiative to our 3DS Forward 2015 project | 3DEXP empowerment for Support teams and beyond... and we would be happy to seek your endorsement!

Page 16 | Relevant & Timely content is KING! In today’s world, the products are changing fast and are becoming more intuitive. Learning process is evolving and so are the ways of learning. The role of content and content managers (creators, refiners, promoters, reviewers…) is becoming more and more important as well as challenging. In the age of learning by exploring, content is King. It’s relevance to user needs & its timely availability makes it go viral. So, at KM team we have shifted our focus from a “productivity” to “timely & relevant needs” approach. To bring the content managers together we are using the dashboards where one can ■ See all topics under capitalization and track for its availability and progress. ■ Help authors with their valuable inputs & experiences ■ Brings completeness to the topic and content by collaboration ■ Leveraging the Virtual Teams of Tech Support Identification of ‘relevant’ needs is interesting as well as challenging. It involves both reactive & proactive approach. In this line, we are interacting with different organizations, connecting with stakeholders on key projects as well as running analytics on DS Knowledge base. There are many new things planned that are coming soon to optimize efforts spent on knowledge activities. Stay tuned!

| Page 17 Who are we and how to connect with us? Our team For any further information you may need, please contact us at: [email protected] Do connect with us on & explore Support Knowledge Communities

Page 18 | “ IF WE reuse, refine and rethink our content either building upon our expert’s knowledge or available resources, …how many answers can we get? ” Be sure to thumb up the two knowledge management team forwards 3DEXP empowerment Searchaholics: what are for Support teams and THEY telling us? beyond.... Knowledge Management Bulletin Share, learn, innovate