social documentation: share the vision, get ready
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Social Documentation: Share the Vision, Get Ready by Michael Lykhinin. Presentation at STC webinarTRANSCRIPT
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Social Documentation:
Share the Vision, Get Ready
Michael Lykhinin
OGI, Inc.
+Tonight we will mention…
Web 2.0 and social documentation
Crowdsourcing, communities of practice, and writers
Motivation and contribution rates
Content manipulation and distribution
Collecting user information, personalization, and feedback
Social documentation roadmap and technology selection
Social Documentation group on LinkedIn
+Web and Docs 2.0 are about…
“…helping people get just what they need, when they need it, in
the amount they need, as quickly as possible…”
Ginny Redish
+Documentation and Web 2.0
Information overload and access
Relationships and filtering information through conversations
Social Web as platform
Technology factors
User-centered design and co-creation
Document as conversation
+Crowdsourcing and communities
Everyone is a publisher and a technical writer
Where there’s user content, there is passion for the product
Community, shared, and profile content
Community-generated vs. user-generated content
+Community is…
“…when people carry on public discussion long enough, with
sufficient human feeling, to form webs of personal
relationships…”
Howard Rheingold
+Communities of practice
Public discussions
Collaborative efforts
Agreement
Core values
Unified goals
Relationships
Connections
+Writers in communities
Evangelists
Seeders
Instigators
Enablers
Reviewers
+Writers in “private” communities
Managers
Leaders
Moderators
Arbitrators
Curators
Trainers
Motivators
Experts
+Motivating contributors
Rewards, money, or success
Recognition
Desire to help others
Nielsen’s 90/9/1 distribution
+Psychological motivators
Autonomy
Competence, let people feel they are good at what they do
Relatedness, people want to connect with others in similar
situations
Self-esteem
[Tara Hunt]
+Technological motivators
Making it easy to contribute
Rating and reputation system
Most active pages feature
Most popular pages feature
Most recently viewed pages feature
Most searched for items feature
Using templates and draft content
[Jacob Nielsen]
+Using content
Mashups
Web scraping
Wiki exports
Wiki round-tripping
DITA manipulations
Desktop authoring software features
In situ approach
+Getting feedback
Online forms
JS-kit
Open Graph
Shares and likes
Web analytics
MindShare
+Collecting user information
Demographics
Social engagement
Site engagement
Page impressions and clicks
Page likes and comments
Timeline actions
+Document for one
Instant personalization
Document as rich social object
Merging “private” and social user information
+Documents for all
Open Graph
Share buttons
Syndication (XML, RSS, Atom)
Web Services (XML, SOAP, REST)
+Community engagement phases
Listening
Participating in conversation
Sharing content
Creating community or offering a platform
[Anne Gentle]
+Community engagement roadmap
Level 1: offer content online
Level 2: offer content subscription or sharing options
Level 3: enable comments, feedback, forums
Level 4: incorporate user-generated content
Level 5: enable unsanctioned content
contributions, sharing, and debate
[Anne Gentle]
+Technology roadmap
Manual content and user information collection from external
communities for use in user documentation
Offering a platform for and cultivating a community as
documentation
Automated content and user information aggregation from
external and internal communities and sources for re-use in
user documentation
+Technology options
Public social platforms (FaceBook, Twitter, Pinterest, etc.)
Private social platforms (Ning, Telligence, etc.)
Blogs, discussion forums
Wikis
Socially aware/enabled desktop software
+Exciting technology options
MindTouch (social authoring and publishing environment)
MindShare (enterprise feedback management)
Salesforce Social Enterprise (all of the above)
+Pipe dream technology options
+Technology selection criteria
Online availability and social platforms integration
Ratings, comments, and tagging
Collaborative authoring
Identity and reputation
Subscription to updates and timed publishing
Metrics
[Anne Gentle]
+Technology isn’t everything
“…communities gather around a concept or common goal, not
around a collection of content (although it plays a major role, it’s
not the impetus)…”
Rachel Happe
+Social documentation leaders
Adobe Labs
Apache documentation
eBay wiki
MSDN
Sun’s OPenDS documentation
Cisco customer support wiki
OpenStack manuals
+A LinkedIn Gated Community
Social Documentation – Docs 2.0 group
Join the conversation at http://linkd.in/Hy4WpY
