BHeidecke_Portfolio_TechComm

Barbara Heidecke

Technical Communicator

Portfolio

Simplifying complex information for ease of use by target audiences!

• Analyzing your audience and clarifying your message

• Targeting your audience with at-a-glance usability

• Delivering artful quality and excellent service

• Tailored to your timelines

Table of Contents

Portfolio Barbara Heidecke


Overview

• Overview

User Guides, FAQs, Web Sites

Examples of: instructions, step-by-step procedures, web pages

• Description and Purpose: User Guides and FAQs • User Guide (Extract): Windows XP Wireless Network • User Guide Catalog • Web Page: Exchange 2003 FAQ Topics (home) • Web Page: FAQ: If I am a weekend worker, how do I check to see if my mailbox is

converted?

Quick Reference Cards (QRCs)

Examples of: at-a-glance text, tables, charts, and graphics

• Description and Purpose: QRCs • QRC: Panasonic Toughbook Laptop for Technicians • QRC: OWA (Outlook Web Access)

Company News Article

Examples of: promotion and strategic initiatives

• Description and Purpose: Company News • Article: Computer FAQs–the more you use it, the better it gets

Overview

Portfolio Barbara Heidecke Technical Communicator

The samples in this portfolio come from my 8+ years as a technical communication specialist

with TDS, Inc. (Telephone and Data Systems) between 1998 and 2007. My writing experience

also includes contracts with EDS, Inc. (now HP), Eye Eco, Inc. and Dieck Executive Search, Inc.

My TDS experience is primarily technical writing and internal web publishing but also includes

internal promotional content such as news articles, strategic global emails, and training materials.

I targeted a large and diverse audience of internal end user customers and the core challenge was

to quickly adapt to new equipment and processes within a rapidly changing computer

infrastructure.

CONFIDENTIALITY The IT environment at TDS had many proprietary projects. You will find an extract or redaction in place of content where permission to share was not feasible.

Software Tools Used

Adobe Acrobat

Adobe PageMaker

Adobe PhotoShop

Jasc PaintShopPro

MS Office Suite

MS FrontPage

MS Visio

MS SharePoint

Oracle RightNow Service

(FAQ Knowledge Base)

Stellent CMS

Techsmith SnagIt / Studio

Writing Sample Types

• User guide (extract) and FAQs • Company News article • QRCs (Quick Reference Cards)

Technologies

• Desktop hardware • Desktop software • Remote computing services including software and hardware devices

Audience and Software Platforms

I wrote for diverse audiences ranging from large groups of more than 5,000 end users across 3

companies and 2 software platforms to various targeted audiences representing specific end user

groups such as Customer Service. This included non-technical and technical end users alike:

• TDS, Inc. (MS Office 2003) - approximately 500 end users • TDS Telecom (MS Office 2002) – approximately 5,000 end users • Suttle-Straus (MS Office 2003) – approximately 100 end users

User Guides, FAQs & Web Sites



• User Guide (Extract): Windows XP Wireless Network

This user guide (extract) is one of many that I developed as part of various project teams. In this

case, I integrated feedback from a large pilot user group and took a minimalist approach to target

all end users at TDS, Inc. Also see user guide catalog below.

• User Guide Catalog via Intranet

Over an 8-year period, I developed a rolling library of user guides which supported a wide range

of hardware, software, and remote computing services for internal end users across the TDS

enterprise. A catalog listing of many of these user guides is reflected in these sample web pages.

Note: a few quick reference cards and user guides were created by HR Training or an external

vendor (as indicated by a very large file size).

• FAQs via Intranet: Exchange Email System Upgrade

In 2006, I developed an extensive array of communication deliverables to support an enterprise-

wide upgrade to the Exchange 2003 email operating system. A large portion of the web-based

content included FAQs designed to help reduce calls to the help desk and assist end users

throughout every phase of the upgrade process. These sample pages include a list of FAQ topics

and one of the many specific FAQ “how to’s.”

1. Web Page: Exchange 2003 FAQ Topics (home)

2. Web Page: FAQ: If I am a weekend worker, how do I check to see if my mailbox is

converted?

TDS Corporate Version 1.1 IT Operations November 29, 2006

Windows XP Wireless Network User Guide

Laptop ModelsHP Compaq nc6220 HP Compaq nc6000 HP Compaq nc4200 HP Compaq nc4010 HP Compaq nc4000

Tablet ModelHP Compaq tc1100

TDS Access Points (APs) Chicago – LaSalle Street Middleton – WTC

SupportThe Help Desk fully supports the TDS wireless AP and laptop configurations. However, the Help Desk can only provide “best effort” support for all home and public APs. If anissue is beyond the control of the Help Desk, they will refer you to the respective home or public AP provider.

TDS Corporate Windows XP Wireless Networking Guide • 2

Version 1.1 – November 29, 2006

Table of Contents

Windows XP Wireless Network User Guide

Purpose and Scope of Wireless at TDS ......................................... 3

Wireless Service Intended for Intermittent Use Only ..................................................... 3

What You Need to Get Started ........................................................ 3

Connecting to Wireless.................................................................... 4

Access Point (AP) Locations and Keys........................................................................... 4

Wireless Power Button and Activity Light...................................................................... 5

Connecting to a Wireless LAN........................................................................................ 6

Connecting to the TDS Network through VPN............................................................... 9

Connecting Directly to the Internet ............................................................................... 10

Troubleshoot Internet Connection with Proxy Configuration Utility ........................... 10

Accessing Outlook through OWA................................................................................. 11

Disconnecting from Wireless ........................................................ 11

Security Policy................................................................................ 14

Troubleshooting ............................................................................. 15

Glossary .......................................................................................... 16

Help.................................................................................................. 18

Technical Support.......................................................................................................... 18

Best Effort Support Outside TDS AP............................................................................ 18

Functional Support ........................................................................................................ 18

TDS Corporate Windows XP Wireless Networking Guide • 3

Version 1.1 – November 29, 2006

Purpose and Scope of Wireless at TDS

Use this guide to connect to a TDS, home, or public wireless network then access the

TDS network through VPN.

Wireless Service Intended for Intermittent Use Only

Please note that the wireless service is intended only for intermittent use, such as, in a

conference room or consultation area. It is not intended as a substitute for your primary

desktop. We especially need to conserve on VPN access for those who rely on this

service full-time.

What You Need to Get Started

TDS Corporate employees will need:

a laptop or tablet with an internal wireless card. TDS models include:

Laptops

HP Compaq nc6000

HP Compaq nc6220

HP Compaq nc4000

HP Compaq nc4010

HP Compaq nc4200

Tablet PC

HP Compaq tc1100

broadband or dial-up access to a wireless network such as TDS (WTC, LaSalle

Street), hotel, home, or café.

VPN Aventail Connect to access the TDS network and Intranet.

Non-TDS Corporate employees will need:

an enabled NIC (Network Interface Card) and,

a pre-configured bridge which you may checkout from TDS as follows.

a.

QRCs (Quick Reference Cards)

Portfolio Barbara Heidecke Technical Communicator

• Panasonic Toughbook Laptop for Technicians

I designed the following QRC to help CSTs (Customer Service Technicians) in the field

understand the basics of the newest Toughbook laptop and Tempo diagnostic tools. The objective

was to help CSTs adapt quickly to the latest heavy-duty field laptop while delivering quality

service and quickly finding additional support if needed.

• OWA (Outlook Web Access)

I designed the following QRC to help end users recognize that the new version of OWA was

radically enhanced to look and feel like an office version of Outlook and represented a dynamic

alternative to ILA or VPN for checking email remotely—especially if all one needed was email

and not other desktop applications. The audience was enterprise-wide including end users from

TDS Corporate, TDS Telecom, and Suttle-Straus so part of the challenge was to address the

diverse needs with equal attention and simplicity.

PPPPPanasonic Tanasonic Tanasonic Tanasonic Tanasonic Toughbook Lapoughbook Lapoughbook Lapoughbook Lapoughbook LaptttttopopopopopIS Infrastructure Management—Support

TechnicianQuick Reference Card

Toughbook Hardware and Tempo Test Tool Swaps

Hardware Components

FrontFrontFrontFrontFront

Lookingfor

Details?

See pointer toPanasonicPanasonicPanasonicPanasonicPanasonicReferenceReferenceReferenceReferenceReferenceManualManualManualManualManual,flip side.

LefLefLefLefLef ttttt

RightRightRightRightRight

Do not install the device upside down.Do not install the device upside down.Do not install the device upside down.Do not install the device upside down.Do not install the device upside down. The bottom ofthe drive may become disfigured.

� Removing the device Removing the device Removing the device Removing the device Removing the device

� Installing the device Installing the device Installing the device Installing the device Installing the device

� Turn yourcomputer overand open thecover bysliding thelatch A.

� Slide and holdthe latch B onthe MPrelease lever,then turn theMP releaselever.

� Remove thedevice byholding bothsides of thedevice.

Gently insert the device into the multimedia pocketby pushing on both corners until it clicks into place.

CAUTIONCAUTIONCAUTIONCAUTIONCAUTION

Bundled StylusBundled StylusBundled StylusBundled StylusBundled Stylus

Swap Test Tools in Multimedia Pocket

Removing/InstallingRemoving/InstallingRemoving/InstallingRemoving/InstallingRemoving/Installing

BackBackBackBackBack

Do not install/remove the multimedia pocket device in thestandby or hibernation mode, or when (multimediapocket indicator) or (hard disk drive indicator) is on.


Handle the device as shown (holdingboth sides). Otherwise, the device maybe damaged. Also, do not apply ex-cessive downward force on the de-vice. The projections at the bottom ofa device become deformed.


For more on devices,see pp. 31-34,Panasonic ReferenceManual (pointer onflip side).

Tempo test modules are nononononot t t t t hot swappable witha CD-ROM or floppy disk. Therefore, you mustyou mustyou mustyou mustyou mustfffffiririririrst shut dost shut dost shut dost shut dost shut down the Twn the Twn the Twn the Twn the Toughbook oughbook oughbook oughbook oughbook to swap aTempo test module with a CD-ROM or floppy disk.

Tempo test modules are only hot swappable witheach other.

PPPPPanasonic Tanasonic Tanasonic Tanasonic Tanasonic Toughbook Lapoughbook Lapoughbook Lapoughbook Lapoughbook LaptttttopopopopopIS Infrastructure Management—Support

TechnicianQuick Reference Card

Toughbook Log on and Help

Connect to the Network

Important for First Time Connection to the NetworkTo avoid delays and major headaches with your user profile and e-mail, use the stepsbelow to connect directly to the network (via yellow LAN cable) before using yourlaptop to dial-in via modem.

Connect the cable Connect the LAN cable or modem cableto the appropriate connector.

1. To log on, complete the UserName and Password fields. Usethe same user name and passwordas your standard workstation.

2. In the Domain field, select TDS ifit is not already selected for you.

3. Verify the Logon using dial-upnetworking check box:

4. Click OK to log on.

Log on

Customer Support on StarNetCustomer Support on StarNetCustomer Support on StarNetCustomer Support on StarNet

� CSSG > my web: CST > CST Handbook� Computer/Applications Knowledge� Troubleshooting Skills� Panasonic Toughbook

In the CST Handbook

Panasonic ToughbookReference Manual

Technician Support on StarNet

TDS Dial-inNumbers

on StarNet

� CST Handbook� Computer/App...� Technician XP

Laptop Support� TDS Dial-in

Numbers

Caution - Use Analog Line for ModemWhen connecting via modem (after first connecting via the network describedabove), use only an analog phone line. A digital line may damage the modem.

LAN ConnectionLAN ConnectionLAN ConnectionLAN ConnectionLAN ConnectionConnect the yellow LAN cable from the walljack to the LAN connector. See flip side,RightRightRightRightRight, RJ11 Modem Connector for exactlocation.

Modem ConnectionModem ConnectionModem ConnectionModem ConnectionModem ConnectionConnect the modem cable from the phonejack to the modem connector. See flip side,RightRightRightRightRight, RJ45 Network Connector, for exactlocation.

LAN ConnectionLAN ConnectionLAN ConnectionLAN ConnectionLAN ConnectionVerify that the check box is notselected.

Modem ConnectionModem ConnectionModem ConnectionModem ConnectionModem ConnectionSelect the check box. Also see TDSDial-in Numbers on StarNet (left).

This vendor reference guide includesdetails about hardware components,computing on the road, battery power,port replicator, multimedia pocket,troubleshooting and many more topics.

� CSSG > my web: CST > CST Handbook� Computer/Applications Knowledge� Technician XP Laptop Support� Support Contacts Wallet Card

Functional Supportfor Specific Applications

Access Problems

Technical Support CSC Help DeskPhone 608-664-7100Hours 6:30 A.M. to 10:00 P.M. CST, Mon.-Fri.

for Hardware, Software or Network

Technician Help Desks

Wallet Card in the CST Handbook

Help for the Tempo tools is availableexclusively online through the Temposoftware applications.

Online Help for Tempo Tools

Tempo HelpExclusively Online

VIP ADSL User Help

VIP Sidekick User Help 1. Install VIP Sidekick test module.2.Go to Start > VIP Sidekick.3.Click Help button or press F1 key.

1. Install VIP ADSL test module.2.Go to Start > VIP ADSL.3.Press F1 key.

Outlook Web Access for all TDS Employees

Access OWA from anywhere

• No installation required.• Away from the office – type the URL on the

Internet.• In the office – type the URL on any TDS

intranet when you're in a conference roomor remote office.

The e•a•s•y way to check email remotely

• Works from any computer with a Web browser and an Internet connection.• Easier than ILA or VPN if you only need email and not the entire desktop.• Looks like Outlook 2003. Try it and visit quick tips too.

Visit quick tips site

Then enter shared mailbox userid and password.

Log on to a shared mailboxType the OWA URL for your primary mailbox inthe Address bar but with an “s” after http. Thenappend the alias or email address of the sharedmailbox and click Go.

When done,always clickLog Off andthen X to closethe browser forsecurity.

Click Help >Getting Started >Security andprivacy foreasy, safe andsmart habits.

Visit quick tips on the intranet for more details.OWA is vastly improved and the tips pertain toexperienced and new users alike.

StarNet Search on OWA quick tips.

TDS Click“+”Business References >Corporate LAN Client Content > OWA >

Quick tips.

Log on to OWA

Check for new messagesRemember to click the Check for NewMessages button on the main toolbar torefresh and check for new mail at any time.

Use the tablebelow to find yourURL and type it inany browser.

Then enter yourTDS userid andpassword tolog on.

Ex: Shared mailbox with alias "SecondMail"Primary: https://owamail.xxxxxx.com/Append: https://owamail.xxxxxx.com/SecondMail

If you work here... type this URL on the Internet or on any TDS intranet.

TDS Telecom http://owamail.xxxxxxxxxx.com

TDS, Inc. http://owamail.xxxxxx.com – if you use the TDSCORP domainhttp://owamail.xxxxxxxxxx.com – if you use the TDS domain

Suttle-Straus http://owamail.xxxxxxxxxx.com

Please log off and X browser

Timeout forinactivity =15 minutes.

Outlook Web Access for all TDS Employees

To open Calendar in a “new” window right clickthe Calendar folder and select Open in New...To customize calendar view:

Click one of the daily , weekly , monthly buttons on the Calendar toolbar -OR-

1. In the daily view, locate the first day inthe date selector, and then click it.

2. Press CTRL and then click up to six additionaldays from any month or year.

Display up to seven days of your choice inone view as follows:

Adjust views

Quick tips and help

In the far rightcorner click scrollarrows to view allcontents within afolder.

Above the main toolbar click thedown arrow to change folder view.

Hint:Messagesview lookssimilar toOutlook2002.

Click Options on the button bar tocontrol a wide range of settings:

Create new

Create a new message

Options

Open and view calendar

The New button defaults tocreate a new "message."The New arrow creates a• message• appointment• contact• distribution list• task• post• folder

Important - Click Save and Close at the top of the Optionswindow to “enable” new settings.

• Out of Office Assistant• Messaging Options (including

Autosignature)• Reading Pane Options• Spelling Options

• Email Security• Privacy and Junk Email

Prevention• Appearance (color scheme)• Date and Time Formats

• Calendar Options• Reminder Options• Contact Options• Recover Deleted Items

Click the New button. In the To field, type any “full” name or distribu-tion list from the TDS Global Address List and press Ctrl+K. (You may alsotype any external email address and press Ctrl+K.)

• If one name matches your entry, it resolves to a complete address.• If more than one name matches your entry, the Check Names

dialog box appears. Select the name from the list and click OK.• If a name appears underscored in red in the To field, delete it. Then

click the To button to open Find Names. Type the name in theDisplay name: field and click Find. Select the name from the list,click To at the bottom and the name appears in your message.

Help desksTDS Telecom 608-821-9100TDS Corporate 608-821-9200Suttle-Straus 608-849-1000 x240

Online helpis alwaysavailable.• New mail notifications

• Keyboard shortcuts• Add attachments• Create distribution lists• Create contacts/tasks• Create meeting requests• Reserve conference rooms• Print calendar• Access public folders• Security and privacy• More features/limitations

More at quick tips siteas described on reverse side.

Adjust settings via Options button

On the main toolbarclick Reading Pane tomove it or turn it off.

Company News Article



• Computer FAQs – The more you use it, the better it gets

The following is one sample of many articles I published in the online news section of the TDS

intranet home page to promote IT initiatives and benefits while encouraging strategic end user

habits. As part of a level 2 help desk, I wrote this article to promote a strategy to reduce calls to

the help desk. It was designed to highlight the benefits of the new FAQ knowledge base and make

end users aware that this was a new and trending alternative to calling the help desk.

Writing Sample – Barbara Heidecke

Online news article as published on a corporate intranet home page, 3-25-03

Computer FAQsComputer FAQsComputer FAQsComputer FAQs--------The more you use it, the better it getsThe more you use it, the better it getsThe more you use it, the better it getsThe more you use it, the better it gets

Are you thinking of calling the Help Desk? If so...think Web first and click Computer

FAQs at the top of any StarNet page. Computer FAQs is a new interactive knowledge

base that "you shape" with every question you ask. The more you use it, the better it gets.

New answers are constantly added, updated, or removed in direct response to what you

ask. When you view an answer or give it a rating, your answer will automatically move to

a higher position in the Subject list. And if you don't find your answer, you may submit

the question to IS and receive a response by email within four hours.

What customers have been asking lately

Here are the top five questions asked since December 23, 2002, when Computer FAQs

went live:

• How do I create a Personal Distribution List?

• How do I request Internet LAN Access?

• What should I do if I exceed my storage limit in Outlook?

• How do I map a network drive to shared files?

• How do I add, delete or set a default printer in NT 4.0?

Ways you can shape Computer FAQs

• Click the Submit Rating button at the end of an answer. How well did this

answer your question? 100% - 75% - 50% - 25% - 0%.

• Click the Notify Me by Email if this Answer is Updated button at the end of an

answer.

• Click the Ask a Question tab if you do not find an answer. Submit an email and

receive a response within 4 hours.

• Check the status of your email questions through the My Stuff tab on the home

page.

• Submit a suggestion, complaint, or other feedback about this site through the

Provide Feedback tab on the home page.

We Welcome your feedback

We aim to make Computer FAQs your Web-based alternative to the Help Desk. In

addition, you may browse a library of tips by strategy, support site, or user guide under IS

Customer Support on IS Home. If you have any questions or comments about this article,

please click the Contact link at the bottom of IS Home.

Documents

BHeidecke_Portfolio_TechComm