Tom Murphy Documentation Specialist

Experience-based Documentation Strategies

“95% of business problems result from bad or absent communication.”

“Technology changes but project requirements are constant.”

“Documentation is always worth the time and expense”

Experience Makes the Difference

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Tom Murphy Innovations • Designed a strategy for standards, procedures, and best practices—based on

definitions

• Wrote user guides in “playscript” format before it had a name

• Developed sound and effective interviewing strategies

• Developed visual server inventories with Visio

• Developed several new templates for documentation

• Transformed a shelf full of manuals, at least seven volumes, into a RoboHELP online book

• Developed a RoboHTML help file for Pfizer that corresponded with a paper user guide

• Designed engaging SharePoint sites for prominent displays of important links

• Created a simple folder arrangement for SharePoint shared folders

• Developed a SharePoint administrators guide and transition plan (2007-2010)

• Created a practical and effective document maintenance plan

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How It’s Done…

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• Programmers are too busy coding to talk to a tech writer – They have time for coffee and talking sports—they will happily work with the tech writer if they

know they won’t have to do the documentation

• Tech writers should read code – This is not the tech writer’s responsibility. The tech writer’ job is to know communication tools. If

tech writers could read code, they would write code and earn more

• Documentation is never current – Neither is anything else. Because bridge always needs painting, should we not paint it at all? It will

fall down!

• Documentation is never read – Auditors, regulators, subcontractors, and maintenance staff all read documentation carefully

• We don’t have time to stop and do documentation – You have to find the time if your customers demand it. The trick is to build it as you build your

applications, and not wait until the eleventh hour!

• Documentation is too expensive to produce – Your tech writer is likely to be your least expensive team member! Good planning can make the tech

writer an effective shared resource who can provide a variety of deliverables. If the project is worth doing, it is worth documenting. It is not a question of whether documentation is to be produced, but when!

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Mythology

Interviewing – The Key • Respect the interviewee’s time

• Limit interviews to 30 minutes

• Interview on neutral ground

• Use productivity strategies – Record all sessions

– Transcribe interviews using Dragon Naturally speaking

• Draft interview within 24-48 hours

• Schedule follow up meeting with interviewee

• Record all changes needed

• Return draft to interviewee for final edits

• Get sign-off and publish

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Technical Writing • Designed Practical Templates based on business need • Templates used to communicate, not because they are templates

– Only use template prompts that communicate

• All standard templates and formats: – Run Books – Functional/Technical/Detailed Specifications – Business Requirements – Use Cases – SDLC templates – Architecture diagrams – Application Integration – Physical Diagrams – Security documents – User guides – Service catalogs – Governance/compliance documents

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Standards, Policies, Procedures

• Key for developing this material is to know which is which • Wrote and maintained data center standards for:

– Equitable Corporate IT Standards – AXA Equitable (two different sites) – McCann-Erickson – Avon Products – Equitable Information Processing Center

• Developed my own template for general procedures • Did Security Policies and Procedures for Century 21 and A.

J. Madison

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Non-Technical Writing • Blogs

• Web Content

• Speeches

• Brochures and sales material (done inexpensively)

• Newsletters

• Policies/procedures (created/modified when needed)

• Meeting minutes

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Web Content and Development

• Developed web sites for: – Blackberry Technologies – Today’s Christian Ghostwriter (with daily blogs)

• SharePoint: – Developed all content and deliverables for Guardian’s SDLC site – Designed the site for Park Avenue Securities – Served as administrator for 3 separate departments at Guardian – Developed an innovative, simple folder structure for shared documents

• Designed and wrote the Web site content for Blackberry Technologies, a software development company. (No longer active)

• Designed and wrote content for Chilemerica, a bilingual site for business and contact exchanges for Chile and the United States. (No longer active)

• Wrote content for Health Care Network Associates, a financing brokerage specializing in financing for hospitals and health care facilities

• Wrote content for Circle Mortgage Group, a commercial/residential mortgage broker (http://www.circlemortgagegroup.com/)

• Wrote some content for the RCS Special Education consulting service and school (http://www.rcs-consulting.org/faq.php)

• Wrote some content for Gribin Construction Management Co. (http://www.gribinconstruction.com)

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Training • Training works best in the traditional format

– Tell them what you are going to tell them – Tell them – Tell them what you told them – Takeaways for reference

• Training is a project with deliverables – Readiness is all – Announce the training (two weeks prior) – Choose the appropriate venue – Develop a PowerPoint – Create a quick reference pamphlet – Write the trainer’s script and time it – Conduct at least two sessions – Take attendance – Record the session with Webex – Post the Webex for others to find – Provide a snack – Provide evaluation forms – Implement useful suggestions immediately

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Documentation Tool Box

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Tool Freshman Sophmore Junior Senior

Access X

Acrobat X

Camtasia X

Excel X

HTML X

PhotoShop X

PowerPoint X

RoboHELP X

RoboHTML X

SharePoint X

Snag-It X

Visio X

Word X

Examples-User Documentation

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Pamphlet

Examples-Visio Architecture Diagrams

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Examples-Technical Documentation

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Examples – Policies, Processes

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Hot Lin Buttons to sub sites

Important Links to internal and external pages and files

Reports

Mission Statement

Team Contacts

Production Releases-Links to details

PAS Technology Team Home SharePoint Page

Examples – SharePoint Design

Examples-Commercial Promotions

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Industries

• Advertising • Alumni Management • Banking • Capital Investments • Construction • Cosmetics • Data Centers • Financial • Insurance • Investment Banking • Medical • Pharmaceutical • Retail Jewelry • Software Development • Travel • Universities • Venture Capital • Video Retail • Web Development

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Client List

CLIENT LIST: AJ Madison American International Group (AIG) answerYes Computing APT Developments Avon Products, Inc. AXA Financial Ayers Group Big Star Entertainment Blackberry Technologies, Inc. Chase Manhattan Bank CIGNA Circle Mortgage Group Citibank Dayrand Corporation (Psychologics) Delphi Internet/Newscorp Joint Venture (Network/MCI) Donaldson, Lufkin, Jenrette Investment Banking Easton Data Processing Center Equicor-Hospital Corporation of America Equitable Capital Management Corporation Equitable Life Financial Management Information Systems Financial Systems Services Flywheel Media Fort Worth Information Processing Center Gribin Construction Management Guardian Life Insurance Guardian Retirement Services

Harris Connect Health Care IT Services Health Care Network Associates/Virtual Arts.com Integrated Resources Integrity Life Leonia Information Processing Center McCann-Erickson North America Metropolitan Life MGI Management Institute Ness Technologies Ortho Pharmaceutical/Johnson & Johnson Peterson, Blyth, Pearson Marketing Consultants Pfizer, Inc. Rail Europe, Inc. RCS Behavior and Educational Consulting Scatenato Jewelers Scheduware Sean Fine Jewelry Technology Consultants, Inc. Teleprocessing Systems Limited The Athena Group - Knowledge Engineers Thomson Interactive Media/Thomson Newspapers Whitney & Co. Venture Capital Ziff-Davis Publications (PC Disk Magazine)

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