What It Is and Why It Matters

Dynamic Delivery What it is and why it matters

- White Paper Series - DYNAMIC DELIVERY Why we need it

When you search for information, you are seeking insight. You gain insight when your information is contextual and complete. Contextual because it adapts to you and to the device you’re using. Because it focuses on precisely what you want, and understands what you need Content published as static based on the task you are trying to achieve. documents is incompatible with processes and apps Complete because you can see through formats needed to enhance and across silos—content, structured or not, from productivity. any relevant source in an organization, delivered uniformly, consistently, and immediately. You gain insight when you find precisely what you want, avoid the irrelevant, yet are offered intelligent suggestions of alternate pathways of learning. This is the goal of dynamic content delivery, or Customer Field Self-service 360 dynamic publishing. Support Maintenance Portal Product Info In the following pages we explore the principles It is impossible to make it and benefits of dynamic delivery. It will help you feed next gen interaction understand why you must seriously consider it, and channels. how to choose a solution.

In-device, Heads-up Chatbot, Inline Help Display, AR Virtual Agent

2 DYNAMIC DELIVERY What it is

Static publishing, what we’re Dynamic publishing delivers Content Maturity Level used to since the dawn of printing, personalized, customized, on-the- is pre-generated, one-size-fits- fly documentation. Content stored in static PDF ﬁles, all, always the same. You get one Static only full documents can be viewed It gives results that are more Content manual for a product, regardless or downloaded Findable, more Readable, more of its customizations or the Shareable, and more Interactive. specifics of each installation; it’s Contextual Granular & tagged information, the same manual regardless of What permits this is the marriage Information contextual delivery through web devices whether you read it on a phone, of custom-engineered technology a laptop, or an HDTV. Newer to documentation that is Active Deeply semantic content, consumable and increasingly popular delivery manipulated at a fine-grained nowledge through new devices and interactions vehicles, wearables such as AR level with consistent metadata. goggles or heads-up displays Together, these empower your are not designed to deliver static system of apps and workflows to documentation at all. deliver great user experience and Maturity supported by each delivery channel Static documentation needs to be to create product information evel rinted ortal In-appIoT RAR Chatbot gently laid to rest, with respect for tailored for the moment and heroic service, in that back room adapted to the channel. Static Content where you keep the fax machine.

Contextual Information

Active nowledge

3 Finailiy

Reaailiy FINDABILITY And content diversity Most common tech content formats less structure, less semantics

Multimedia, Video

1 Observers report that customers The insight the user seeks might Flat text, RTF, PDF, PPT, prefer to solve problems on their originate in customer support, or Word, Open Document .txt own. You can help them do this it might come from marketing. In HTML, Markdown, Docbook, with a portal that combines an a regulated industry, a technician html Unstructured Framemaker effective search engine with topic- might need information initially oriented documentation. intended for legal or government HTML Based help tools htm relations. Which silo the knowledge Over the last 30 years, enterprises Javadoc, PHP Doc, MathML, comes from is not pertinent, just API Ascii Doc, API docs have used typesetters, word speedy access, compliant with processors, and technical writers DITA, Author-it, S1000D, security constraints. with a medley of devices and MIL-STD-40051, XML, SGML software tools. The goal of all this Hence, your search should be Structured records from activity is to package knowledge format agnostic. Your portal databases, JSON from APIs for their customers, technicians, should process, transform, and users… none of whom care and enrich your content to more structure, more semantics whether the knowledge is packed make it consistently readable in a Word document, a spare parts and organized, by accepting catalog, a knowledge base, a wiki, differently formatted and sourced or a database of DITA topics. documents with varying levels of Most common tech content sources metadata. These are factors your customers don’t care about—how you format Formal Tech Doc nowledge Helpdesk Tools your documents, and where in CC ile ystem Bases ickets olutions your org chart they originate. ource Control it

1. Forrester 2016 Community Wikis Learning LM - IM and Forums Management arts Catalog System

5 FINDABILITY From the lab

And large manuals We have experimented the impact of PDF publishing on findability: ••Our own tech doc, generated as PDF (= 117 documents) and indexed with AFS, our proprietary state of the art semantic search technology. ••Let’s run 2 different representative queries: The experience of using your documentation portal has to be at the level your customers are used to—relevant as Google, engaging as Facebook, collaborative as Slack, and as fast as them all. Or filtering replies they will quit you faster than a millennial leaving a Filter: version 7.5 chain restaurant. Results: 41 docs Having your documentation structured and tagged (35% of the corpus) (e.g., product, version number) at a fine-grained level gives your search more handles to find exactly what you want. When you can only search for entire books, the biggest books will always be the top search results. And you always get the same answer: Read the …you know… manual. That’s the very processing filters definition of poor customer support—no help at all.

When your content is chunked and finely tagged, Filter: version 7.5 that big book’s boundaries dissolve and your search Results: 39 docs engine can dig inside and deliver dynamically exactly what your user needs, by working and indexing at (33% of the corpus) the component level. Why should a human pore over an index when a great search engine is so much faster at it? Findings: for both queries Analysis: the books are not the issue, Dynamic delivery relies heavily on fine-grained 1) same number of results, but the fact that they are indexed as content, whether it is created that way with a 2) same documents. one single element. modern component-based approach, or started life as large manuals that now have to be automatically Reason: large books tend to contain Action: keep the book as a means analyzed and chunked into small pieces. all keywords and will always be part of to organize content, but change the the result list. indexing strategy.

6 FINDABILITY And metadata

Documents ( unstruct content ) are tagged as a whole Metadata play a critical role Metadata how-to in dynamic delivery. It is the The mass of product information mechanism that filters and Author : MIE is growing explosively because of targets content matching a Product : AFS short renewal cycles, customiza- situation. Whether pre-existing or tions, and a multilingual user base. added through AI, it is essential. Version : The idea of applying metadata to Metadata is information about Author : MIE every single topic in this gigantic your data, invisible tags describing Product : AFS corpus seems overwhelming. your visible text. Any document can Version : Author MIE Fortunately, metadata can be have metadata, and almost all do: Component based documents can be tagged inherited, which makes the task creation date, author, number of manageable. Descriptive tags can pages… An unstructured document be inserted at the document and (such as Word) will have metadata chapter levels; these are inherited at the document level. A structured Author MIE as a whole by the topics below. This way, you document made of components get the advantages of topic-level (such as DITA) can have document- Version tagging without the intimidating level metadata, but also at the topic at a section level prospect of applying metadata to level or below. It simply has many every topic individually. more places for putting tags, so it FT can be described in finer detail. Version Topics can also be tagged auto- at a topic level matically, using machine-learning This ability grants structured docu- individually based algorithms. The AI can mentation superpowers: it permits generate a model from existing tag- content reuse, lowers the cost of FT ged content and apply it to other localization, and supports alternative content, even from different silos. options of information architecture… including dynamic delivery. and tags can be automatically forwarded

7 FINDABILITY And content sources

Transparent silos A World of search Your search engine should have Dynamic delivery has the power Not all your users speak English. Structured X-ray vision, to see through silos. In to bypass their rigid constraints documentation provides measurable fact, despite all the bad press silos by reading and combining content advantages in translating and localizing get, source diversity is natural from any source. It generates documentation, enabling your enterprise to and unavoidable. searchable metadata that indicate reach a global audience. the origin of information, without Silos have their uses, stemming But it is not enough to translate your limiting access to it. It should also from the different tools supporting information. What if your delivery platform align metadata, so that this will the processes and operations in is not good enough to cope with these not only yield benefits for the your company. Documentation languages? Your search capabilities in French, end-user’s search, it will benefit can and should reflect the the entire enterprise that can now German, Japanese, or Chinese should be as histories and traditions of different exploit synergies and promote good as in English. Multilingual search should professions. Nobody expects collaboration across the org chart. be a critical element of your delivery strategy. engineers to talk like lawyers or Your search engine needs to be tuned to use sales people. But if the silos are as many languages as your customers need. transparent and permeable, the enterprise gets the maximum benefit from collaboration.

Tech Doc

nowledge Wiki Base

Helpdesk Community tool and Forum

8 FINDABILITY And search technology Fine tuned search engine features

Findability depends on a custom-engineered and tuned search engine. We have all been spoiled by Auto-complete great web search—anything less than that is failure. But what, exactly, makes a search engine great? It is highly relevant by adapting the indexing strategy to the structure of each document. It is personal because it learns from your behavior and adapts to your search patterns.

It has linguistic abilities—it knows grammar. It has Auto-spell checking semantic skills—it knows synonyms. It understands approximation—it is typo-tolerant. It allows users to narrow down their search using filters, and even better, it applies some filters silently, taking context into account. It is fast and does all this in milliseconds—after all, if your search is slow, users will be turned off and will end up grumbling on social networks or, frustrated, in your phone queue. Facets It is self-explanatory by generating abstracts of results that highlight the keywords of the search, or their synonyms. Synonyms

Highlighted keywords

9 READABILITY And contextual information

Dynamic book filtering

RampantCorp has a problem. Their popular servers Readability is the ease of absorbing Maybe it’s an end-user frustrated are installed all over the country, and can be serviced information. with their new HDTV, but it could either by users or field techs. But there are many also be a field tech calibrating Less extraneous information along different configurations, on top of which are a variety high-tech equipment—error is not with good findability lead to greater just annoying and expensive, it’s of replacement parts and cards, not to mention readability. Find too much that dangerous. The user is searching firmware updates—barely two installations are alike. isn’t directly pertinent to the task, in order to accomplish a task. and readability plummets. After all, Documentation has become impossible: you either TL;DR1… With Dynamic Delivery, their search have dozens of different manuals, covering every will lead to a virtual document, permutation (and who knows if you missed one?), With static documentation, you created on the fly, adapted to their or one gigantic manual that is incredibly hard to have to find the manual on the individual characteristics, tailored use. Time is wasted and the risk of error is simply shelf, flip to the index, find your to the task. unacceptable. topic, locate the page, and check if it, in fact, answers your question… What RampantCorp needs is a way to dynamically Then, because the manual refers deliver a manual that relates exactly, down to the to a range of products rather than illustrations, to the server being repaired, with all its your specific instance, you have to replacement cards and current software updates. sift through alternate instructions RampantCorp already uses DITA for authoring to find your specific model. This is its documentation, and has tagged topics with too much work—poor readability information about hardware and software. Each and a high risk of error. server has a bar code and a unique identifier. Now, thanks to dynamic publishing, all you need to do is point your tablet at the bar code, and an up-to- date RampantCorp manual for the exact device you’re looking at is instantly delivered to your screen. 1. Too Long; Didn’t Read Static problem, dynamically solved.

10 READABILITY And restricted access

At the very least, your search Even the type-ahead suggestions Perhaps you have some You may want to offer them a engine must enforce the should apply security rules. After results that anyone can get, variety of preferences. Are they a company’s security policy—is all, if you know Area 51 exists, it but an enhanced set of results beginner, advanced, or expert? Do the user in upper management or can’t be all that secret… for customers with a certain they want a wizard to guide them? R&D, permitted to see everything? subscription—this is their All of these could be accessible to Or are they technicians, or end- entitlement; think of different every user, at their option, at no users? If their security level is lower, levels of customer care, or additional expense. they should not even be aware of premium features. Along with strong security, tailored results they are not allowed to see. In this case, unlike with security, access is a benefit only dynamic you want them to be aware that delivery can provide.

A there are more available results, to ny - 7% Visitors encourage them to subscribe for Authe ntic more options or switch to a more ate d C - 2 or a user content can be External ustom 4% featured product. You want to ers - 5 Stakeholders 3% tempt them to buy more. Partn ers - 6 Users see more or 2% Supp Fully accessible less content according Internal ort - 92 to their profile. Users % R&D - 9 7% Knowledge Hub Visible but not accessible (need to buy)

Private and not accessible

11 READABILITY And delivery channels

Adapt To Devices Non-Human Readers Since we all use different devices with different The modern enterprise copier/printer is a good Finally, a fascinating user we are just getting kinds of output, readability also means example of specifically adapted documentation. to know: the non-human. What if the entity customizing the documentation to the readers’ When you need to change the toner or fix a searching is another piece of software, such specific device. paper jam, the printer’s built-in display shows as a software agent? What if it is a printer or you a legible step-by-step diagram. This is a an MRI machine or a chatbot? The Internet of Large screen? Show me all the steps at once, high level of readability—just what you need, no Things gives us a brand-new universe of non- with detailed diagrams, so I can get an idea of more, and well-adapted to the little screen. human entities searching for information. They the scope of the entire task. need results tailored to their ability to read and Therefore, the information needs to be fluid Small screen? Show me one step at a time. process. In fact, readability is a greater concern and flexible, able to reshape itself to fit into any for them than for a human searcher, because No screen? Talk to me. With cutting-edge device. This is the exact opposite of static and they are not as smart, and need results tailored devices such as AR glasses, VR goggles, or pre-rendered documents. chatbots, dynamic delivery presents exciting precisely to their design. possibilities. Static simply can’t keep up. Try sending a fax to your smartwatch…

atbot irtal Agent eadsp ndevice, isplay, A nline elp

Classical web devices ew Channels uantum ap ie decrease over time nonreadable

12 Sareailiy

Ineraciviy SHAREABILITY And structured documentation

When we think “share,” we think When your documentation is ••Users can build their own Facebook or Instagram. And structured in small chunks, you are manuals by reusing existing why shouldn’t sharing product ready to deliver custom product content just as tech writers do, information be as easy as sharing a information to your customer avoiding content duplication picture of your Sunday brunch? portal, your helpdesk system and and the desynchronization that mobile apps. comes with copy-paste. With Dynamic Delivery, virtual documents are generated on An advanced dynamic delivery ••Analytics of accessed and read the fly, but this shouldn’t prevent solution will keep the structure of content are more accurate you from bookmarking and the documentation alive and offer since activity can be traced at commenting on individual topics, the user the possibility to interact a lower level, close to the real as you used to do on real paper- with the content at a fine-grained content consumption. based books. yet consistent level: As dynamic delivery makes your current system more effective, it Component-based documentation ••Access to content is direct, at lays the groundwork for cutting- has been shown to provide its the component level, whether it edge possibilities like augmented own return on investment at the is a task, a section or a chapter. reality, chatbots, and smart authoring level with improved ••Bookmarks can be set so as to software agents. Structured productivity, content reuse and jump, in one click, deep within documentation lays a foundation optimized translation costs; the appropriate content. for a future we can barely this is a small part of the much ••Alerts on content change are imagine, but for which we must be greater ROI provided by dynamic more targeted and users are prepared. publishing at the delivery level. not drowned by notifications each time a paragraph is changed in a manual.

14 SHAREABILITY And Personal Books

A personal book is a tailored, comments about job specifics commented collection of live links to (such as which tools and spare Book dynamic information. parts to take, or safety cautions), and deliver it to their tech’s mobile What if you could go further device. The field operator would be than just read pre-written stories able to check off completed tasks (a.k.a. manuals) and create a and sign it when they’re done. customized, personal book by This personal book can be saved repurposing existing content in a ersonal for legal, regulatory, or business Book few clicks? From a search result reasons. list, or when reading a book, select the topics or sections that And why not print it out, three-hole best deal with your issue. Add punch it, bind it and give it to the comments, write yourself a few tech as a physical book, good for paragraphs if needed to bring one job? In some contexts, paper some context and details. All this is is the best solution. They can check done without copying and pasting, tasks off and sign it with a pen at Book avoiding content duplication and the end. desynchronization; instead, when Low-tech is not to be sneered the information is updated, the at, such as when power or personal book is updated—always connectivity is an issue. A paper live, always current. book on a shelf is comforting, It should be easy for the user to and regulators may even require share their personal book with it. There may be good reasons their colleagues and partners. If to freeze the smartly-tailored you have field technicians, their Personal Books, to render them supervisors can dynamically static as a record, to be consulted generate a task order, insert later.

15 INTERACTIVITY And content analytics

If you could interview your Since your search engine is If you knew which specific parts customers every time they had a optimized and tuned to your body of the documentation were being problem, you could learn how your of product information, you can searched for and displayed, and product fares in the real world. receive detailed intelligence on for how long, it would be almost Short of that, if you could look what is on your user’s screen, what like interviewing your customer. over their shoulder at what they’re has been previewed, what has You could detect patterns in your reading, that would tell you a lot. been opened. You could know users’ searches and determine if But that’s impossible… right? what they are reading and for your product has a problem or how long. needs an update. With dynamic documentation delivery, you could potentially Compare this with static follow along with your customer. documentation: you know that a PDF Since your documentation is book has been shipped or a PDF parsed at a fine grain, you can has been downloaded or an HTML discover precisely what topics page clicked through to, but you their search has produced. don’t know if your document has been read, much less what section or topic. Dynamic publishing is part of an ever more detailed conversation with your user that static documentation is simply incapable of providing.

WHAT IT IS AND WHY IT MATTERS

DYNAMIC DELIVERY And your enterprise’s strategic goals

A business relationship is a The dynamic publishing Your static documentation is Dynamic delivery gives us human relationship. This basic mechanism creates a virtuous behind the curve. Your customers the ability to listen to our insight can be lost given the scale cycle—you being able to speak are not going to wait for you to customers as they mutter of the modern enterprise and to your users more fluently leads tell them how to communicate— under their breath, watch them the huge and varied population them to use your products more they already know how; and if as they search for tools, and of its users, employees, and effectively and efficiently, which you don’t figure it out fast, they gain insight into what they want stakeholders. Good, honest leads to greater adoption. In the will look to someone who can. to do. Sure, call it data if you communication at a global scale is other direction, a dynamic portal Dynamic publishing decouples prefer, but what you’re really simply impossible with the static enables an unprecedented ability the information from the delivery gaining is insight. And what tools we have used since the to listen to your stakeholders via technology, future-proofing your you can do with that insight is 1990s: the World Wide Web and detailed, intuitive analytics. That communications. unlimited. PDFs. creates greater understanding Dynamic publishing adapts readily Dynamic communication and empathy, and that leads to the The goals of dynamic publishing to new delivery mechanisms, makes a relationship great, and ability to give them more of what are simple—an unparalleled whether it is screens, watches, or a great relationship makes all they demand. intimacy with your users and goggles, or something we can’t yet parties be their best. greater customer success. You We are experiencing a series imagine. can speak to your users via your of communication revolutions. This communication channel panorama of documentation, Exciting new means of delivery – enables you to guide your regardless of source or format, engaging all the senses with AR, customers to success, and lets and you can sense what your VR, chatbots, wearables, as well as them show you, by what they read, customers are looking for, reading, faster, smarter connected devices. where to target your innovation. and viewing in unprecedented Your customers are devoted to detail. The leap from static to these and exploring new ones all dynamic delivery is as revolutionary the time. as going from Morse code to the telephone—a quantum leap in bandwidth.

18 DYNAMIC DELIVERY Conclusion

Dynamic publishing and knowledge Dynamic documentation delivery delivery enable an evolution from is a tool which enables the a static scenario—the provider organization to maximize its tossing their documentation over use of data, reduce the cost of a wall to the user—to having a documentation, and empower Developing publishing portals detailed one-on-one conversation. its technical writers to address should not be the focus of your The process by which an optimized their users’ greatest needs—to IT department… That’s not what search engine gathers any relevant deliver insight instead of merely and available content throughout documentation. your company does. The following the enterprise silos, customized appendix helps you choose the Your customers expect speed, to the user and means of delivery, engagement, and effortless solution that matches your needs. approaches the ideal of having an collaboration. Your devices border expert by your side, guiding you, on the miraculous, delivering all the while respecting your time heightened reality, speaking and your level of expertise. directly to you, and providing contextual data on demand.

Your documentation and its delivery need

to live up to that dynamic promise. DITA

DYNAMIC DELIVERY 10 points to check when choosing a solution

1 2 3 Multi-source capabilities Content enrichment Top-notch search engine with extensive content capabilities This is the most important aspect of a delivery solution. Regardless of the format support Not all content is born alike. money you spend in creating content, if you can’t find it, it doesn’t exist. On Even though you start with a Therefore, to deliver consistent the other side, burying users with tons of irrelevant content won’t serve. The tactical project dealing with only information, particularly in a search engine has to be: multisource environment, you one type of content, you need ••Semantic: support for grammar and synonyms to think ahead if you want to be need tools to clean, align, and ••Full-text: every bit of every document must be indexed prepared for a variety of use cases enrich the content—particularly and stakeholders. Make sure the the metadata. Because building ••Tuned, tunable, and versatile: relevance tuning is an art, so it has to solution can support multiple content processing workflows be good out of the box, but it must be extensible so that additional and diverse input streams, as can be complex, make sure that parameters can be part of the ranking equation (think about user profile, you identify all data sources that the solution you select offers the document popularity, freshness, etc.) contain information that could be necessary functions and can be ••Faceted: filters are automatically extracted from the metadata and can beneficial to users. extended. be offered to users for narrowing down their search ••Suggestive: with type-ahead suggestions (autocomplete) ••Typo-tolerant: the spell checker must be capable of learning ••Explicit: each result must show why it’s in the list with keywords and synonyms highlighted ••Multilingual: all the above capabilities must be equally good in any language that matters to you ••Fast: millisecond-quick, regardless of the traffic

20 DYNAMIC DELIVERY 10 points to check when choosing a solution

4 6 7 Efficient reading Multi-device, multi- Open and turnkey Once the user has found the info, channel output You don’t want a bare framework how easy is it to read, to navigate Of course, the user interface has and have to spend months inside the document (particularly to work perfectly on common developing something that will large books), to follow internal connected devices (laptops, need to be revamped anyway in and external links, to retrace your tablets, smartphones), so it needs 18 months because everything steps…? Is multimedia content a responsive interface. Integration is evolving so rapidly. Therefore, rendered correctly, do large capabilities for other solutions make sure that the solution you images and vector graphics have such as customer helpdesk tools choose is: zoomability? Can you tune the look are essential. Inline/in-device help, Turnkey: it provides you with 90% and feel of the content to match chatbots, or augmented reality of your needs in matter of days or your branding? are not just buzzwords; they are weeks. It comes pre-tuned, ready our tomorrow. So, your Dynamic for your brand. Delivery platform has to be future- 5 proof, not just by tossing in APIs, Open: it offers connectors, Interactivity but by giving you ready-to-use add- add-ons, modules, APIs, etc. It ons and extensions. can be extended and it talks to Bookmarks, Alerts, Rating, other products so that it can be Annotations, Feedback, Personal integrated into your IT landscape Books… features that allow you users to customize your content Evolving: it has a vision and a are essential. Pick the ones you roadmap, with the ability to follow want; too many bells and whistles the trends and needs. AR, VR, may clutter up your UX. Define virtual agents, predictive… you’ll be what makes sense in your situation prepared. and to your users.

21 DYNAMIC DELIVERY 10 points to check when choosing a solution

8 9 10 Analytics capabilities Security Compliance Tracking users’ behavior while Should be by design at the core of Regulations are putting more and searching and reading is a unique the solution (not as an added layer more pressure on every industry. opportunity to learn about them, that can be bypassed). It should Which ones apply to you? Do you their problems, and your products. be everywhere, from search have users in Europe? Then you But for that, analytics needs to suggestions, to facets displayed, to must comply with GDPR for data be tailored specifically, not by results and documents accessed, privacy. Or with Privacy Shield for regular web analytics tools. Check enforced through each web US users. What about WCAG for the capabilities of the solution, service and every interface. SSO accessibility? The list is not going how it tracks and logs, what integration with support of multiple to get any shorter, so it pays to be metrics it provides by default, if it’s simultaneous backends must be prepared. extensible, and how the derived ready out of the box. The solution insight can enhance your customer should also provide mechanisms support strategy (data visualization, for mapping user profiles to personalization, predictive, etc.). content metadata.

22 ABOUT THIS GUIDE Dynamic Delivery

This white paper explores the principles and benefits of dynamic delivery. What’s behind Fluid Topics Contact us It will help you understand why you must consider it and how to choose a Fluid Topics is a perfect name for For technical questions: solution. a dynamic publishing product. [email protected] Table of contents “Fluid” conjures images of effortless motion, smooth and DYNAMIC DELIVERY easy flow, and graceful simplicity Website: Why we need it...... 2 in movement or execution. What it is...... 3 www.fluidtopics.com “Topics” evokes conversation, FINDABILITY communication, learning, thinking, And content diversity...... 5 reasoning, education, and ideas. And large manuals...... 6 Blog: And metadata...... 7 Together, Fluid Topics conveys www.fluidtopics.com/blog And content sources...... 8 a smooth action or movement And search technology...... 9 of reaching for and shaping READABILITY information, quickly and Twitter: And contextual information...... 10 effortlessly without limit or @fluidtopics And restricted access...... 11 barriers. And delivery channels...... 12 That is what we do. SHAREABILITY And structured documentation...... 14 And Personal Books...... 15

INTERACTIVITY And content analytics...... 16

DYNAMIC DELIVERY And your enterprise’s strategic goals...... 18 Conclusion...... 19 10 points to check when choosing a solution...... 20

23 D D What it is and why it matters

www.ﬂuidtopics.com info@ﬂuidtopics.com