technical communications uk conference 2013
DESCRIPTION
A look at how just delivering user assistance is only half the battle. This presentation looks how Technical Communicators should look at improving both the end user experience and general product usability by improving how the user assistance is delivered.TRANSCRIPT
Colum McAndrewRoboColum(n) Consulting
Content delivered? Check!OK. How do we use it?
Technical Communication UK ConferenceBristol 25th September 2013
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How do others do it ?
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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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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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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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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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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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Making things visible
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Making things visible
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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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Context Sensitive Help
What is the first thing you see in this dialog ?
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Context Sensitive Help
What is the first last thing you see in this dialog ?
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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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Context Sensitive Help
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Embedded help………yuk!
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Field descriptions at the bottom.
“Common questions” but not here!
Open “Details” in new window
Embedded help………yuk!
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Embedded help…close but no cigar!
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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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Embedded help…......Yay!
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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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Learning styles: Snagit
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Learning styles: Snagit
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Watch and listen
Don’t be afraid to engage with others.
Look for quick gains.
Seek approval to contact customers.
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Getting feedback
Google analytics
RoboHelp Server / Madcap Pulse
Customer contact
Inter-departmental communication
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Watch and listen…. BBC Blackadder style!“C is for contrafibularity”
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RoboColum(n) Consulting
@robocolumn
http://uk.linkedin.com/in/notcolin
www.cmcandrew.com
www.robocolumn.com