The Nortel Technical Documentation Application (NTDA) is a collection of tools for authoring, managing, and publishing technical documents. The NTDA system is based on an XML authoring tool that uses three Nortel-designed Document Type Definition (DTD) files that define what structures and elements can be used to author documents. The XML documents are stored and managed in an EMC Documentum repository and delivered to customers through a web-based technical support portal.

The NTDA project involved converting over 500,000 pages of FrameMaker-based documents into a new XML DITA-based authoring system. The project started with analyzing existing templates, styles, and documents and then recommending to management a new XML-based tool set and conversion strategy to deliver documents in PDF, HTML, and on-product help; the recommended XML tool set and conversion strategy were accepted and then implemented.

In addition to implementing new technologies, new knowledge transfer processes and procedures were needed to train and support over 300 Knowledge Services staff (IT support, project managers, and technical writers) to use the new XML-based authoring system. Malcolm was the project authoring prime with responsibility for developing the new knowledge transfer processes, procedures, and training. Knowledge Services staff are responsible for creating and maintaining documentation and training for all Nortel products. The new knowledge transfer processes and procedures during the implementation of the new XML-based technology.