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Engaging readers, by Sarah Maddox – tweet @sarahmaddox 1
Engaging your readersin the documentation
Tekom tcworld23rd – 25th October 2012, Wiesbaden
How and why with social media
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 2
But nobody reads the documentation!
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 3
Why social?
The social enterprise
Social is happening anyway
How to get our readers involvedSocial media
Documentation as an emotional experience
Huh?
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 4
"Documentation as an emotional experience”
This @$$#*! documentation SUCKS!
But wait...
Weird?
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 5
"Documentation as an emotional experience”
Weird?
But wait...
I felt the earth movewhen I read your docs, mate
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 6
The death of SEO – or its rebirth?
The Death Of SEO: The Rise of Social, PR, And Real Content
http://www.forbes.com/sites/kenkrogue/2012/07/20/the-death-of-seo-the-rise-of-social-pr-and-real-content/
“Google is in the process of making the SEO industry obsolete, SEO will be dead in 2 years.”
Adam Torkildson, SEO consultant
Ken Krogue, Forbes.com
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 7
Comments and feedback
Linking to readers’ blogs
Community and collaborative documentation
Doc sprints
Social media
Rewards and gamification
Tools
WikiTwitterFlickrYouTube
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 8
What is a wiki? https://confluence.atlassian.com/display/DOC/
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 9
Thank you! Fixed.
Some readers’ comments are simple: typos, broken links, and such
Comments
Hi, link is broken
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 10
Some comments are full of hard-won and relevant information
This is BRILLIANT Thank you
Comments
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 11
People like to let us know they’re keen on a new feature
*Waits intently for Apache Connector 2.0 to be built on windows*
Comments
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 12
Yep, I see where you’re going with the “emotional experience” thing
Comments and fun
Demo
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 13
Types of comments received
Suggesting a feature 17.24%
Requesting support 10.34%%
Requesting help 31.03%% Unhelpful 3.45%
Addition or correction 6.9%
Supplying information 31.03%
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 14
Dealing with feedback
Replying quickly, with what you know
Being friendly, polite and “real”
Gaining confidence
Enjoying positive reactions
Handling angry responses
Black Cockatoos near my house
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 15
Don’t forget to ask: “How was it for you?”
{widget:url=http://atlassian.wufoo.com/forms/let-us-know-what-you-think-of-the-new-sdk/|height=800px}
Wufoo forms for gathering feedback
wufoo.com
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 16
Linking to readers’ blogs Engage bloggers
Plug a gap we cannot fill
Expand our own knowledge
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 17
Open editing of wiki pages Our vision
Is it safe?
Industry and environment
Authors
Monitoring by technical writers
RSS feeds
Wiki watches
You can all sleep sound tonightWe’re not crazy or anything
A team of technical writers
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 18
Permissions and ACLA
Comments – anyone can comment
Product documentation
All employees can update
Other contributors sign a licence agreement first
Atlassian Contributor License Agreement (ACLA)
Based on Apache Contributor License Agreement
Guards the rights of all
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 19
Comments – anyone can comment
Product documentation
All employees can update
Other contributors sign a licence agreement first
Atlassian Contributor License Agreement (ACLA)
Based on Apache Contributor License Agreement
Guards the rights of all
Any technical writers in the room?
A Powerful Owl in my neighbourhood
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 20
Creative Commons copyright licence
CC-by licence on all pages
Use our documentation in any way you like
Acknowledge us as the source
Contributors know where they stand too
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 21
Collaboration – release notes
Demo
https://confluence.atlassian.com/display/DOC/Confluence+4.3+Release+Notes
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 22
Collaboration – release notes page history
Demo
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 23
https://confluence.atlassian.com/display/DOC/Database+Setup+For+MySQL
Collaboration – database setup
Demo
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 24
Shut ‘em up in a room together
Don’t let ‘em out until the documents are written
Doc sprints
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 25
Given a focus, people do awesome stuff
Doc sprinters
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 26
The biggest sign of victory is how many pages I managed to delete!
Doc sprint results
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 27
Planning
Templates
Tutorials themselves
Retrospective
Fun stuff
Hall of fame
The wiki was central to the event
Doc sprint wiki
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 28
Incorporating social media – Flickr
{widget:url=http://www.flickr.com/photos/31065906@N08/sets/72157623503923898/}
Demo
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 29
Incorporating social media – videos
WordPress: “Add Media”
Confluence: “Widget macro”
Other: Embed HTML
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 30
Example of a video in a document
Demo
https://confluence.atlassian.com/display/DOC/Confluence+4.3+Release+Notes
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 31
Links are magic
Galahs on my street
Shareable
Currency of the Web
Doorway to your docs
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 32
A little bird told me
Twitter as a medium for release notes
Tips via Twitter
Rewarding the community
Gamification
How to embed Twitter
Rainbow Lorikeets on my eaves
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 33
Tweeting your release notes
Ooo-er, did I tweet that? Bite-sized chunks
Interactive
Shareable
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 34
Live Twitter stream embedded into the page
Tips via Twitter #ConfluenceTips
Demo
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 35
Rewards – badges for tip tweeters
Win-win, like most social tools
Community and identity
Recognition
Promotion
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 36
Gamification – the Dragon Slayer
Complex configuration guide
Enjoyment
Feedback
Rewards
Charlie’s clothing and armour
Getting the task done
Fun and camaraderie
T-shirt
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 37
Fun stuff is at top and bottom of page
Good solid, well-tested “how to” instructions in between
Dragon Slayer pages
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 38
Live Twitter stream on the page
Link to dragon slayers’ forum
Dragon Slayer interactivity
Invitation to tweet your status
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 39
People love a game
Dragon Slayer Twitter stream
Demo
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 40
How to embed Twitter into your page
http://twitter.com/home?status=My status
http://search.twitter.com/search?q=My query
A simple HTML link
A widget with a search
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 41
Twitter link and widget in Confluence
{widget:url=http://search.twitter.com/search?
q=AtlassianDragons}
[tweet your status|http://twitter.com/home?status=My status]
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 42
Building a Twitter widgethttps://twitter.com/settings/widgets/new/search
Demo
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 43
Which emotion would you rather have?
Or…
We have both
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 44
Confluence, Tech Comm, ChocolateA wiki as platform extraordinaire for technical communication
http://xmlpress.net/publications/chocolate
My book
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 45
References 1
Social media
“How to nurture an online community” by Rusty Williams on iMedia Connection: http://www.imediaconnection.com/content/17758.imc
“The Death Of SEO: The Rise of Social, PR, And Real Content” on Forbes.com in July 2012: http://www.forbes.com/sites/kenkrogue/2012/07/20/the-death-of-seo-the-rise-of-social-pr-and-real-content/
Confluence wiki
Confluence documentation: https://confluence.atlassian.com/display/DOC
Guide to developing technical documentation on Confluence: http://confluence.atlassian.com/display/DOC/Developing+Technical+Documentation+on+Confluence+Wiki
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 46
References 2
Feedback via comments and online forms
Wufoo Online Form Builder: http://wufoo.com/
Confluence documentation on using the Widget macro: http://confluence.atlassian.com/display/DOC/Widget+Macro
Comments can be fun: https://confluence.atlassian.com/display/DOC/Cheese+Macro
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 47
References 3
Linking to external blog posts
The “Tips of the Trade” page in the JIRA documentation: http://confluence.atlassian.com/display/JIRA/Tips+of+the+Trade
The “Tips of the Trade” page in the Confluence documentation: http://confluence.atlassian.com/display/DOC/Tips+of+the+Trade
Open editing of wiki pages
Creative Commons licence: http://creativecommons.org/licenses/by/2.5/au/
Atlassian Contributor License Agreement: https://confluence.atlassian.com/display/ALLDOC/ACLA+v2.0
Apache Contributor License Agreement: http://www.apache.org/licenses/icla.txt
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 48
References 4
Doc sprints
A study titled “Why do people write free documentation?” on O’Reilly ONLamp.com: http://onlamp.com/pub/a/onlamp/2007/06/14/why-do-people-write-free-documentation-results-of-a-survey.html?page=2#most_popular
The results of the doc sprints: http://ffeathers.wordpress.com/2010/03/07/we-held-a-doc-sprint-and-it-was-awesome/
http://ffeathers.wordpress.com/2010/11/07/every-doc-sprint-is-different/
How to plan a doc sprint:http://ffeathers.wordpress.com/2012/09/07/how-to-plan-a-doc-sprint/
Our doc sprint wiki: http://confluence.atlassian.com/display/DOCSPRINT
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 49
References 5
Embedding Flickr images into a documentation page
Flickr: http://www.flickr.com/
A page showing an embedded Flickr photo set – the doc sprint “Hall of Fame”: http://confluence.atlassian.com/display/DOCSPRINT/Doc+Sprint+Hall+of+Fame
Confluence documentation on using the Widget macro: http://confluence.atlassian.com/display/DOC/Widget+Macro
Embedding YouTube videos A page with a video – product release notes : https://
confluence.atlassian.com/display/DOC/Confluence+4.3+Release+Notes
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 50
References 6
Twitter: http://twitter.com/
A guide to Twitter for technical communicators by technical communicators: https://wikitechcomm.onconfluence.com/display/DOC/Home
Introduction to Twitter with many useful comments from readers: http://ffeathers.wordpress.com/2009/06/08/twitter-as-a-medium-for-release-notes/
http://ffeathers.wordpress.com/2011/01/02/how-to-embed-twitter-streams-and-prepopulate-tweets-in-your-document/
The “Tips via Twitter” page for the JIRA documentation. http://confluence.atlassian.com/display/JIRA/Tips+via+Twitter
Building a Twitter widget: https://twitter.com/settings/widgets/new/search
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 51
References 7
Documentation as an emotional experience
The Dragon Slayer documentation: http://confluence.atlassian.com/display/ATLAS/Here+Be+Dragons
My post about the Dragon Slayer documentation: http://ffeathers.wordpress.com/2009/10/10/i-got-dragons-and-tweets-in-my-docs/
Bill Kerschbaum’s post about humour in documentation: http://wordindeed.wordpress.com/2010/02/25/did-you-hear-the-one-about-the-user-guide-with-a-sense-of-humor/
Ellis Pratt’s post on the Cherryleaf blog: http://www.cherryleaf.com/blog/2010/02/turning-technical-documentation-into-an-emotional-experience-for-the-customer/
Engaging readers, by Sarah Maddox – tweet @sarahmaddox 52
Contacting me
Email: [email protected]
Twitter: @sarahmaddox
http://twitter.com/sarahmaddox
LinkedIn: http://au.linkedin.com/in/sarahmaddox
Blog: http://ffeathers.wordpress.com
Other blog: http://travellingworm.wordpress.com/
Let me know if you’ve done something similar, or something totally different
The end