Saying Thank You. Saying I'm Sorry

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<p>Slide 1</p> <p>Saying Thank You. Saying I'm Sorry. When TechComm goes all wrong </p> <p>Viqui DillTechComm Leader at American WoodmarkSenior STC MemberSTC New England InterChange STC Summit 2015 03/25/151| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>IcebreakerWho is this? What did she do?Did you ever make a big public mistake? What did you do to make it right? </p> <p>http://www.ted.com/talks/monica_lewinsky_the_price_of_shame 03/25/152| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Expectations for today 03/25/153| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Tech rules our lives Tech rules our livesTech can be big Tech can be fragile When technical things go wrong, they often go wrong in big, public ways System users deserve an apologySystem users deserve a sincere gesture of thanks for risking a continued relationship 03/25/154| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>When technical things go wrong, they often go wrong in big, public ways. System users deserve an apology and a sincere gesture of thanks for risking a continued relationship. 4Tech rules our lives Tech rules our livesTech can be big Tech can be fragile When technical things go wrong, they often go wrong in big, public ways System users deserve an apologySystem users deserve a sincere gesture of thanks for risking a continued relationship 03/25/155| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>When technical things go wrong, they often go wrong in big, public ways. System users deserve an apology and a sincere gesture of thanks for risking a continued relationship. 5Hooray for #TechComm The voice of a technical organizationTraining Im sorry its hard to do right. Online helpIm sorry its confusing.Release notesIm sorry it was broken.</p> <p>http://blog.wordbank.com/2011/12/23/best-404s-of-2011/ 03/25/156| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the online help. When we admit we had a bug and have to fix it, users find out about it in the release notes. Whether we need to say "I'm sorry it's confusing" or "I'm sorry it's broken", we need a Technical Communicator to carry the message. This presentation will discuss some of my personal experiences when technical things go wrong and several meaningful yet fun ways I found for saying "I'm sorry" and "thank you for your understanding". 6Hooray for #TechComm The voice of a technical organizationTraining Im sorry its hard to do right. Online helpIm sorry its confusing.Release notesIm sorry it was broken.</p> <p>http://blog.wordbank.com/2011/12/23/best-404s-of-2011/ 03/25/157| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the online help. When we admit we had a bug and have to fix it, users find out about it in the release notes. Whether we need to say "I'm sorry it's confusing" or "I'm sorry it's broken", we need a Technical Communicator to carry the message. This presentation will discuss some of my personal experiences when technical things go wrong and several meaningful yet fun ways I found for saying "I'm sorry" and "thank you for your understanding". 7Its all about the other guy Active listeningDont interruptDont make excusesDo make eye contact when you can Do acknowledge the problem </p> <p>03/25/158| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Problems with the doc? Prompt correction of the problemGushing thanks for the feedback At least somebody is reading it 03/25/15| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |9</p> <p>Problems with the system List the problems fixed Order billing system failed to enable free shipping on replacement parts Contacts screen not enabled for international phone numbers Stress the focus on quality Apologize for the inconvenienceMake financial or other amendsExpress thanks for the business relationship </p> <p>03/25/1510| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>The I MessageState how you feel (the message relationship or meaning)I feel _________________________.State the content of your messagebecause _______________________which resulted in ________________________.What I want is __________________________.</p> <p>http://americanwoodmark.com/ 03/25/15| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |11</p> <p>True Confessions Im a screw up survivor! I learned! I made amends for the whole organization. Admit we caused a problem Thank the folks for their patience with us while we worked out a solution Give a concrete token of our appreciation, and make it an awesome stress-relief toy! 03/25/1512| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>https://viquidill.wordpress.com/2013/05/17/thank-you-note/ I have survived a number of technically sticky situations and have learned a meaningful process of making amends with negatively impacted users. Admit we caused a problem Thank the folks for their patience with us while we worked out a solution Give a concrete token of our appreciation, and make it an awesome stress-relief toy! 129-1-1 Dispatch Whats the worst thing a phone system can do? Call the cops Scare the callers Upset the dispatcher My job: check up on 368 phone users Acknowledge the problem Thank them for their patience Win back their trust </p> <p>03/25/1513| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |9-1-1 Dispatch Whats the worst thing a phone system can do? Call the cops Scare the callers Upset the dispatcher My job: check up on 368 phone users Acknowledge the problem Thank them for their patience Win back their trust </p> <p>03/25/1514| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Who moved my cheese? Who moved my cheese? Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over. Thank them for being like the second mouse who didn't freak out when the cheese moved. Make it public! </p> <p>http://www.officeplayground.com/Stretchy-Mice-and-Cheese-P279.aspx 03/25/1515| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Here are a few examples of the toys I have given out: Who moved my cheese? Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over. Thank them for being like the second mouse who didn't freak out when the cheese moved. 15Who moved my cheese? Who moved my cheese? Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over. Thank them for being like the second mouse who didn't freak out when the cheese moved. Make it public! </p> <p>http://www.officeplayground.com/Stretchy-Mice-and-Cheese-P279.aspx 03/25/1516| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Here are a few examples of the toys I have given out: Who moved my cheese? Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over. Thank them for being like the second mouse who didn't freak out when the cheese moved. 16I dropped the ball Gamification added to a training program Moved to another program, just before #STC14 I did not communicate well what was left to do I did not follow through 03/25/1517| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>When pigs fly Flying pigGive the flying pig to clients and teammates who are especially committed, even in times of conflict. Tell the Agile story about the pig and the chicken. </p> <p>http://www.officeplayground.com/Slingshot-Flying-Pig-P1200.aspx http://en.wikipedia.org/wiki/The_Chicken_and_the_Pig 03/25/1518| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Flying pig: Give the flying pig to clients and teammates who are especially committed, even in times of conflict. Tell the Agile story about the pig and the chicken. 18I was kicked off the team Oh dear, Im not on the team Suddenly, Im not invited to team meetingsWhen I found software bugs, nobody was happy about it My test data was overwritten Project schedules included planned overtime 03/25/1519| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Roses are red Rose above itGive the solar rose toy when a teammate has persevered through a tough season. This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migraines or digestive trouble. </p> <p>http://www.officeplayground.com/Solar-Dancing-Flower-Rose-P2362.aspx 03/25/1520| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Rose above it: Give the solar rose toy when a teammate has persevered through a tough season. This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migranes or digestive trouble. 20Roses are red Rose above itGive the solar rose toy when a teammate has persevered through a tough season. This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migraines or digestive trouble. </p> <p>http://www.officeplayground.com/Solar-Dancing-Flower-Rose-P2362.aspx 03/25/1521| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Rose above it: Give the solar rose toy when a teammate has persevered through a tough season. This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migranes or digestive trouble. 21I changed the plan The project scope and objectives changed Everything had to be redoneWith the same deadline In a high exposure project Impacting all 3,000 employees 03/25/1522| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Metamorphosis ButterflyGive the butterfly solar toy when a project starts out ugly and then turns beautiful after a dormant season. The metamorphosis message will not be lost with this token of thanks. </p> <p>http://www.officeplayground.com/Solar-Power-Motion-Toy-Dancing-Butterfly-P6066.aspx 03/25/1523| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Butterfly: Give the butterfly solar toy when a project starts out ugly and then turns beautiful after a dormant season. The metamorphoses message will not be lost with this token of thanks. 23I love my teammatesWe did our best Uncontrollable externals Unforeseen results Pulled together Without scapegoating 03/25/1524| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Slay the dragon DragonGive the dragon squeeze toy when someone helps you work through a particularly tough situation, like slaying a dragon. Users who are willing to participate in early usability or beta tests will appreciate the metaphor. </p> <p>http://www.officeplayground.com/Poppin-Peepers-Dragon-P5741.aspx 03/25/1525| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Dragon: Give the dragon squeeze toy when someone helps you work through a particularly tough situation, like slaying a dragon. Users who are willing to participate in early usability or beta tests will appreciate the metaphor. 25Slay the dragon DragonGive the dragon squeeze toy when someone helps you work through a particularly tough situation, like slaying a dragon. Users who are willing to participate in early usability or beta tests will appreciate the metaphor. </p> <p>http://www.officeplayground.com/Poppin-Peepers-Dragon-P5741.aspx 03/25/1526| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Dragon: Give the dragon squeeze toy when someone helps you work through a particularly tough situation, like slaying a dragon. Users who are willing to participate in early usability or beta tests will appreciate the metaphor. 26Im sorry. Heres proof. People love a heartfelt apology People love toysBy combining the two, Technical Communicators will be able to rebuild relationships with customers in a concrete, humorous way 03/25/1527| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |People love a heartfelt apology and people love toys. By combining the two, Technical Communicators will be able to rebuild relationships with customers in a concrete, humorous way. 27Share your story 03/25/1528| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Questions? 03/25/1529| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Did we meet your expectations? 03/25/1530| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |</p> <p>Connect with me Bio http://wdcb.stcwdc.org/about-us/chapter-bios/dill-bio/ Blog https://viquidill.wordpress.com/ Emailsocial_media@stcwdc.org@viqui_dill https://twitter.com/viqui_dillLinked Inhttp://www.linkedin.com/pub/viqui-dillFacebookhttps://www.facebook.com/viqui.dill03/25/1531| @viqui_dill | Saying Thank You. Saying Im Sorry. | #InterChangeNE #TechComm #STCorg |Viqui would love to connect with you. Email her atsocial_media@stcwdc.org, follow her on twitter @viqui_dill https://twitter.com/viqui_dill, connect with her on Linked Inhttp://www.linkedin.com/pub/viqui-dill/15/79/7a5, or make her your friend on Facebookhttps://www.facebook.com/viqui.dill.31Template Hide Session Title: Saying Thank You. Saying I'm Sorry. When TechComm goes all wrong http://summit.stc.org/call-for-proposals/http://summit.stc.org/call-for-proposals/summit-topics-and-ideas/http://summit.stc.org/call-for-proposals/session-types/ </p> <p>Session Type:Lightning Talk (5 minutes)These 5-minute talks are on interesting and thought-provoking topics of interest to technical communicators. Each speaker has 20 slides, automatically displayed at 15 seconds per slide. Timing is strictly enforced so you should plan to practice your presentation several times to get your timing in place. Expect to have your oratory skills tested. The Society will provide a reduced conference registration for a lightning talk.</p> <p>Abstract *Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the...</p>