Best Practices: A Case Study at Kohler  

The plumbing division of Kohler Co. is no stranger to managing their content. They had been using BroadVision's document-management system, Relation Document Manager (RDM), for three years and authoring in Interleaf since 1989. But when BroadVision stopped supporting RDM, Mark Peterson, the technical publications manager at Kohler, was desperate to find a replacement. BroadVision offered BladeRunner, but that tool didn't sufficiently support the heavy and stringent print requirements of Mark's department. Plumbers don't always have adequate or readily available access to the Internet.

Hedlund, Tina. ComTech Services (2003). Design>Web Design>Intranets>Case Studies

Information Design: The Key to Reuse  

Discusses the problems with poor information design: no consistent suite of information, no consistent structure, or idea how customers use their information.

Hedlund, Tina. ComTech Services (2002). Articles>Information Design