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© 2011. All Rights Reserved.
The Centipede & Wicked
Witch
How to Make Technical Writing Perfectly Invisible
Dan Hill, Ph.D. – President, Sensory Logic
SDL Keynote
Amsterdam, May 22, 2012
© 2011. All Rights Reserved.
SDL: New Trends
• The tech writer has become part of the presales
team, with product documentation a decision
factor between offers
• Interest in social media and multi-media to monitor
and enhance, improve the customer experience,
which is primarily emotional in nature
© 2011. All Rights Reserved.
Descartes’ Error
Rene Descartes (1596-1650)
“I think, therefore I am”
Gottfried Wilhelm Leibniz (1646-1716)
Invented calculus, the binary number
system, and the basis of information
technology
© 2011. All Rights Reserved.
What They Can’t Say
4
98%
What % of mental activity is
subconscious?
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Principle #1: Familiar Is Easy
• Consciousness interferes with most tasks.
The Puzzled Centipede
A centipede was happy quite,
Until a frog in fun
Said, “Pray tell which leg comes after which?”
This raised her mind to such a pitch,
She lay distracted in the ditch
Not knowing how to run.
© 2011. All Rights Reserved.
Principle #2: Create A Network
• Forget the Enlightenment
notion of knowing oneself . .
. An idea becomes
conscious not in isolation,
but only in assimilation with
a complex of other ideas
already in consciousness.
© 2011. All Rights Reserved.
Principle #3: Feedback Loop
• There’s as much feedback as feed-forward in the
brain. Repeat & reinforce.
© 2011. All Rights Reserved.
Principle #4: Social & Concrete
• The brain has trouble with certain types of
calculations that it did not evolve to solve
(abstractions). But it has an easier time with
calculations that involve social issues
© 2011. All Rights Reserved.
It’s All in the Smile
© 2011. All Rights Reserved.
It’s All in the Smile
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Example A: Abstraction
•If a card has an even number on one face, it
has the name of a primary color on its opposite
face.
•Which two cards do you need to turn over to
assess whether I’m telling you the truth.
PURPLE RED
PURPLE
If a card has an even number on one face, it has the name of a primary color on its opposite face. Which two cards do you need to turn over to assess whether I’m telling you the truth.
© 2011. All Rights Reserved.
Example B: Social Context
• This time, If you’re under 18, you cannot drink
alcohol. Now each card has the age of a person
on one side and the drink they’re holding on the
other.
• Which cards do you need to turn over to see if the
rule is being broken?
16 33 Tequila Sprite
16 Tequila
Which cards do you need to turn over to see if the rule is being broken?
© 2011. All Rights Reserved.
Ratings & Words: Limitations
18
20% of adults in the
western world are
“functionally illiterate.” Source: John O'Shaughnessy, Oxford UP, 2003
What % of adults in the western world
are functionally illiterate?
© 2011. All Rights Reserved.
Leveraging the Triune Brain
19
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Principle #5: Create Emotive Imagery
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Keep It Simple
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Speed Kills
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Principle #6: Emotionally Engage
• Invoke emotions to
manipulate and enable
reaction
© 2011. All Rights Reserved.
High/Low Road Diagram
Rational Brain
(High Road)
Sensory
Input
Emotional
Response
Amygdala
(Hot Button) (Low Road) Hippocampus
Filter
We typically have an emotional
response to a new stimulus within
3 seconds or less
© 2011. All Rights Reserved.
12 Most Persuasive Words
1.You
2.Money
3.Save
4.New
5.Results
6.Easy
7.Health
8. Safety
9. Love
10.Discovery
11.Proven
12.Guarantee
© 2011. All Rights Reserved.
Avoid High Frustration
Still 1 Still Frustration
2 54.91%
12 53.97%
9 48.72%
1 46.50%
4 44.43%
Norm 34.40%
Still 2
Top Five Stills - Frustration
Still 4
© 2011. All Rights Reserved.
High Frustration Low Frustration
Video Frustration Examples
© 2011. All Rights Reserved.
High Frustration Low Frustration
On-Emotion Results
© 2011. All Rights Reserved.
Loss Aversion
Prospect Theory: Replaces the notion of “utility” with that of “value.” Value is
in terms of gains and losses. As seen above, identical utility does not
necessarily equal identical value.
© 2011. All Rights Reserved.
Principle #7: Don’t Be Rigid
Allow for interaction whenever possible.
© 2011. All Rights Reserved.
Social Media Matters
Candidate Title Views Released
Pro-Obama Yes We Can 8,564,449 2-Feb-08
Anti-Clinton Vote Different 5,292,286 5-Mar-07
Pro-Obama A More Perfect Union 4,621,348 18-Mar-08
Pro-Obama Empire Strikes Barack 1,557,731 1-May-08
Pro-Obama Response to State of the Union 1,416,683 28-Jan-08
Pro-Obama Iowa Victory Speech 1,286,488 3-Jan-08
Anti-Clinton Beat the Bitch 1,211,953 13-Nov-07
Anti-Clinton Coffee Machine Gaffe 975,420 30-Apr-08
Pro-Clinton I Need Your Advice 656,171 16-May-07
Pro-McCain Bill Clinton on McCain 390,952 7-Dec-07
41,622
votes away
33
Dan Hill, President [email protected]
651.224.7647
Visit us at: www.sensorylogic.com
Q & A
Thanks!