road map to great user documentation for wordpress

Road Map to Great UserDocumentation

by Gloria Antonelli

WordCamp Grand Rapids 2013

for Theme & Plugins Developers

about me artistdesignertechnologisttrainerconsultantweb strategistwordpress developer

WordCamp Grand Rapids 2013@GloriaAntonelli #wcgr

stuff i know

htmlcss

phpwordpress

web standards

uxuiseographic designcontent strategyusability testinginformation architecture

WordCamp Grand Rapids 2013@GloriaAntonelli #wcgr

long tail of WP usersdocumentation culturedoc types for learningwriting tipsvisual presentation tipsinstructional presentation tipsfindabilityuser interfacedoc sprintscase studies

learning channel overview

WordCamp Grand Rapids 2013@GloriaAntonelli #wcgr

Improving WordPress Themes & Plugins Support Documentation

By Gloria Antonelli

WordPress.TVSlideshare.net

The conversation started at WPChicago 2011.

documentation

developmentdesigndocumentation

WP GOLD STANDARDS

new & non tech users

expe

rien

ced

user

s

The Learning Curve

Difficult

Easy

Long Tail of WP Users

Unlimited userswith limited skill.

Multiple Learning Layers

Essential Advanced WordPress Admin UI HTML5 Theme Functionality CSS3 Theme Options PHP Theme Widgets JQUERY

“Learn” image Aaron Schmidthttp://www.flickr.com/photos/aaronschmidt/

@GloriaAntonelli #wcgr

Buried in support requests?

A great learning center can transform your business.

http://flic.kr/p/dqKrEJ

Stand out in the Market Place Decrease Support Requests

Increase Customer Satisfaction

Increase Your Happiness Level

http://flic.kr/p/

Users select themes & plugins by learning

channel quality.

@GloriaAntonelli #wcgr

Documentation Culture

Your JobProvide instructional information to users.

Documentation development time up front or more support time on the back end.

@GloriaAntonelli #wcgr

Improve Users Productivity

Identify your user goals & learning outcomes.

http://www.flickr.com/photos/lac-bac/7509282230/

Provide Road Maps

User Road BlocksDifferent skill sets, technical expertise, & learning styles.

No single format works for everyone.

Provide multiple learning channels for success.

@GloriaAntonelli #wcgr

Learning Doc TypesStart Guides FAQ Overviews

How to’s Code Snippets eBook

Videos Deep-Dive Glossary

Infographics Trouble Shooting Webinars

Infographics

http://marktimemedia.com/redesigning-the-template-hierarchy/

Forums

Theme companies closing forums & moving to ticketed support systems.

Sometimes good Sometimes not!

Start Here

Just Start Writinghttp://flic.kr/p/DGUbY

Then Edit

Edit • Revise • Proofreadhttp://flic.kr/p/7DhKhD

edit on paper

read slowly

read out loud

review 3X

Successful Editing

Writing TipsTarget each audience group.

Act like a personal instructor.

Be conversational.

Be brief, clear, concise.

Write short paragraphs.

Don’t buried important info in a wall of text.

Visual Presentation TipsCreate a documentation style guide.

Chunk instructional content.

Use tables & lists.

Use callouts.

Format for scanning.

Use header hierarchy.

Use color coding.

Use white space for readability.

Instructional TipsBreak down into step by step instructions.

Create new tutorials from forum conversations.

Provide written content for videos.

Include clarification of terminology.

Anticipate Questions

1. Write down real questions.

2. Develop detailed instructions to answer the question.

3. Plug into learning channel.

@GloriaAntonelli #wcgr

Table of Content

Site Map

Index

Findability

http://flic.kr/p/7PTDDm

locate & present infoeasily accurately quickly

Doc Sprintshttp://flic.kr/p/PWNcf

Collaboration

Doc Sprints

Mozilla Doc Sprint Planning Guide

Document Sprints organize people to help write documentation in a short time - same location or virtually.

Garden WallBy join the dots

Avoid Learning Centers behind a walled garden.

http://www.flickr.com/photos/dillemma/8740718365/

Information Architecture

categorization of information into a coherent structure.

Arrange for Importance or Skill Level

Start Here Call of Actions

Descriptive Headers

Site Map & Topic Overviews

GroupTopics

@GloriaAntonelli #wcgr

AI

verify content & code

learners skills & abilities

iterate, iterate, iterate

EvaluationAssessment

Modifications

http://flic.kr/p/L5v2U

Time for Updates

Continual Document Review

http://flic.kr/p/4PeAb

Easy Docs Theme

Easy Docs Sample Page

Obox - an example of multiple learning channels

http://kb.oboxsites.com/Disclaimer: A review of the learning channels layout not of Obox theme quailty.

Main

Obox

Note sidebar

Theme Documentation Sample

Obox

Note sidebar

Obox

Note sidebar

Solutions & Know Issues

Obox

Sample of a Knowledgebase page

Obox

Sample of a Knowledgebase page

Obox

Continuation of WooCommerce set up page

OboxFAQ & How To

Obox

No clear path to the plugin information.http://yoast.com/wordpress/seo/

Example of a clear path of learning.

Join the

WordPress Global

Community

thank you!Gloria Antonelli

@GloriaAntonelligoogle +linkedinfacebook

Emerging Technology& Web Strategist WordPress Developer Consultant & Trainer

gloria@gloriaantonelli.com