Download - Technical Communications UK Conference 2013
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Colum McAndrewRoboColum(n) Consulting
Content delivered? Check!OK. How do we use it?
Technical Communication UK ConferenceBristol 25th September 2013
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Slide 2 © RoboColum(n) Consulting 2013
How do others do it ?
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Slide 3 © RoboColum(n) Consulting 2013
When does User Assistance end ?
Test build ?
Deliverable sign off ?
Release build ?
Product release ?
The answer is ………
None of the above !
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Slide 4 © RoboColum(n) Consulting 2013
Adding value to User Assistance?
Training on how to use user assistance.
Make it visible.
Add interactivity.
Evangelise content.
Watch and listen.
Get feedback.
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Slide 5 © RoboColum(n) Consulting 2013
Training: Internal users
Train them so they can train others.
Look for training opportunities.
Get people on your side.
Evangelise your content.
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Slide 6 © RoboColum(n) Consulting 2013
Training: External users
1. Does your company train users ?
2. What do you train users on ?
3. What does your “product” include?
4. What is installed with your product ?
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Slide 7 © RoboColum(n) Consulting 2013
Training materials
Include chapter on using the Help.
Set exercises to get users using it.
Ask them what they think.
Feedback to the Technical Writers.
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Slide 8 © RoboColum(n) Consulting 2013
Making things visible
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Slide 9 © RoboColum(n) Consulting 2013
Making things visible
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Slide 10 © RoboColum(n) Consulting 2013
Painting the Forth Bridge TechComm Style
Is it just about providing the content ?
It is also how users interact with it.
Is there quick and easy access to it ?
If you finish, it is time to retire !
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Slide 11 © RoboColum(n) Consulting 2013
Context Sensitive Help
What is the first thing you see in this dialog ?
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Slide 12 © RoboColum(n) Consulting 2013
Context Sensitive Help
What is the first last thing you see in this dialog ?
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Slide 13 © RoboColum(n) Consulting 2013
Help is the last thing they see.
“No Undo” where exactly?
Dialog has 13 different UI elements. What does “Help” provide?
No “OK” button.
Context Sensitive Help
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Slide 14 © RoboColum(n) Consulting 2013
Context Sensitive Help
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Slide 15 © RoboColum(n) Consulting 2013
Embedded help………yuk!
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Slide 16 © RoboColum(n) Consulting 2013
Field descriptions at the bottom.
“Common questions” but not here!
Open “Details” in new window
Embedded help………yuk!
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Slide 17 © RoboColum(n) Consulting 2013
Embedded help…close but no cigar!
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Slide 18 © RoboColum(n) Consulting 2013
Embedded help could be next to the action.
Access to further information.
Not sure what this adds.
Embedded help…close but no cigar!
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Slide 19 © RoboColum(n) Consulting 2013
Embedded help…......Yay!
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Slide 20 © RoboColum(n) Consulting 2013
Evangelising your content
If no one is buying your product, what do you do?
Find out why
Market it
◦ Social media◦ Press release◦ Release notes
Change it
◦ Context sensitive / embedded help◦ UI (e.g. error messages)◦ Visual / written style
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Slide 21 © RoboColum(n) Consulting 2013
Learning styles: Snagit
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Slide 22 © RoboColum(n) Consulting 2013
Learning styles: Snagit
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Slide 23 © RoboColum(n) Consulting 2013
Watch and listen
Don’t be afraid to engage with others.
Look for quick gains.
Seek approval to contact customers.
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Slide 24 © RoboColum(n) Consulting 2013
Getting feedback
Google analytics
RoboHelp Server / Madcap Pulse
Customer contact
Inter-departmental communication
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Slide 25 © RoboColum(n) Consulting 2013
Watch and listen…. BBC Blackadder style!“C is for contrafibularity”
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Slide 26 © RoboColum(n) Consulting 2013
RoboColum(n) Consulting
@robocolumn
http://uk.linkedin.com/in/notcolin
www.cmcandrew.com
www.robocolumn.com