Case Studies: Transforming Legacy Help Systems into an XML-Based Documentation Framework at Symantec

Executive Summary

Symantec’s documentation teams maintained multiple enterprise software products, each with its own help system built from static CHM (Compiled HTML Help) and PDF deliverables. These formats were difficult to maintain, slow to update, and inconsistent across product lines.

To modernize the process, the team migrated to an XML-based documentation framework managed through Vasont CCMS and authored using XMetaL.
This initiative replaced file-based authoring with a centralized, reusable content model that aligned documentation production with product release cycles.

Challenge

The existing documentation system had reached its limits. Each product maintained independent help files and manuals, and updates required full rebuilds for even minor edits. Shared content, such as installation steps or licensing details, had to be duplicated across products, increasing both workload and the risk of inconsistency.

Additional challenges included:

• Lack of structure and version control within existing CHM/PDF files
• Formatting inconsistencies between product lines
• High maintenance effort for small content updates
• Delays in localization due to unstructured formats
• Limited scalability within Perforce, which was used at the time for basic versioning but lacked XML workflow support

Objectives

The migration was designed to:

1. Replace static CHM and PDF deliverables with XML-based structured content.
2. Introduce centralized content management using Vasont CCMS.
3. Improve consistency and reuse through metadata and taxonomy control.
4. Automate publishing to multiple formats, including HTML and PDF.
5. Reduce turnaround time for updates and localization.

Approach

The transition to structured authoring was carried out in four phases.

1. Content Inventory and Mapping

A comprehensive content audit identified common topics and repeated material across help sets. Existing CHM and PDF content was decomposed into modular topics and mapped into DITA XML structures (concept, task, and support).

2. XML Migration and Tool Selection

Initial pilot files were managed in Perforce, which offered basic version control but limited visibility at the component level.
After evaluation, the team adopted Vasont CCMS for centralized content management and version tracking.
XMetaL Author was selected as the structured XML editor, providing integration with Vasont for authoring, metadata tagging, and link validation.

3. System Implementation

• Established DITA templates and metadata models for all topics.
• Integrated link validation and XML structure checks into the publishing process.
• Defined content governance policies for creation, reuse, and review workflows. Installed review tools like Acrocheck.

4. Rollout and Refinement

The new XML-based process was implemented incrementally across product teams. Each release cycle introduced additional content into the new system, allowing gradual refinement of templates and metadata standards without interrupting product delivery schedules.

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Results

The XML-based documentation framework brought measurable operational improvements:

• Centralized management: All content now resides within Vasont, ensuring single-source control and traceability.
• Improved reuse: Common topics are shared across multiple products without duplication.
• Consistent output: Automated publishing ensures standardized presentation across deliverables.
• Faster updates: Changes to individual topics no longer require rebuilding entire manuals.
• Streamlined localization: Structured XML allows translation vendors to process content efficiently.

Strategic Impact

The move to Vasont and XMetaL introduced a sustainable, scalable documentation model that aligns with modern software release practices.
Documentation can now evolve alongside product development, with automated publishing pipelines supporting rapid delivery to multiple formats and platforms.

Beyond efficiency gains, the migration established a foundation for web-based, context-sensitive help and positioned the team for future integration with online knowledge systems and API documentation frameworks.

Lessons Learned

1. Centralization enables consistency: Managing all structured content in a single repository simplifies governance and reuse.
2. Automation reduces manual errors: Automated builds and validations improve accuracy and reduce maintenance effort.
3. Incremental rollout works best: Migrating product-by-product minimized disruption and allowed process refinement.
4. Tool choice matters: Moving from Perforce to Vasont provided the level of control and scalability needed for XML-based documentation.

Conclusion

The migration from CHM and PDF-based documentation to an XML-based system transformed how Symantec produced and maintained technical content.
By combining Vasont CCMS and XMetaL Author, the team established a structured, reusable documentation model that improved consistency, accelerated updates, and reduced manual overhead.

The project set the groundwork for long-term scalability and future delivery models, marking a significant evolution in how Symantec managed and delivered product documentation.