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In this presentation the speakers will discuss the methods and strategies of writing technical communication in the design of software for the government sector with the broader goal of evaluating best practices for how to create a positive user experience for a particular user group. Creating software for the government, and specifically in defense contracting, involves understanding a specific set of user needs and a variety of command and control net-centric contexts ranging from real-time analytics, cyber-situational awareness, to strategic and operational planning. The best practices for designing and writing for such a diverse set of needs involves tight integration with the software development team, stakeholders, and users such that the right words and elements are incorporated into the interface and that the technical documentation properly reflects the software’s features. The presenters will further discuss examples of content strategy driving from their industry experience and expertise.
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Designing to Save Lives: Government Technical Documentation
Laurian Vega Stephanie Saylor
“I'm a great believer that any tool that enhances communication has profound effects in terms of how people can learn from each other, and how they can achieve the kind of freedoms that they're interested in.” Bill Gates
Important things HealthCare.gov improved in response to public comment:
1. A clear starting point 2. Identify the critical path 3. Include key details 4. Explain requirements for username
and password 5. Write understandable error messages
http://usability.com/2013/11/usability-testing-healthcare-gov/
Your words makes a difference. • Email alerts • Error messages • Page placement
Putting it in perspective
User Characteristics ● They are fulfilling a need to serve.
● They function and action in a
military, top-down chain of command.
● They are divided across numerous
systems with different access privileges; they have multiple monitors.
● They have varying levels of
education & reading levels. ● They can easily become myopic
and tightly focused.
Our users work in command and control net-centric contexts Real-time analytics Cyber- situational awareness Strategic and operational planning
Our users work in command and control net-centric contexts Real-time analytics Cyber- situational awareness Strategic and operational planning
Our users work in command and control net-centric contexts Real-time analytics Cyber- situational awareness Strategic and operational planning
CODE To translate a design specification into a computer program through composing computer code. TEST To evaluate a design, document, or code to ensure that it meets the specifications outlined in the analyze and design phase. ANALYZE & DESIGN To formulate the needs of the user, customers, and other stakeholders into a meaningful specification that can be understood and translated.
Agile Software Development, UX, and Technical Documentation
Lindsay Ratcliffe, Marc McNeill. 2011. Agile Experience Design: A Digital Designer's Guide to Agile, Lean, and Continuous
Software Development Sprint
Software Development Sprint UX Development Sprint
Software Development Sprint Technical Writing Sprint
I track my day to make sure I know: ● What is critical? ● How much time I
have? ● What to review the
next day during scrum?
Extremely necessary if split across more than one project.
http://davidseah.com/blog/node/the-emergent-task-planner/
Having one place to access all of the graphics, mock-ups, testing results is one of the most time-saving and team-building activities you can do.
Make sure that you post links to your wiki where resources are needed to team scrum boards.
I hold weekly brown bag lunches
● I review what mock-ups I’ve made or the outcomes of user interaction
● I pass out post-it notes and ask people to write their questions, comments, opinions on them (anonymously)
● I collect (and sometimes sort) the post-its and updated mockups
1 2
3
You Can Start Fresh
You Work on New Features
You Cannot Touch Anything
If you can start from scratch 1. Look at what
other tools are out there.
2. Create mockups 3. Test 4. Show hi-fi mock-
ups to customers 5. Create style-
guide 6. Work to
implement 7. Test again
http://healthmap.org/en/
If you can start from scratch 1. Look at what
other tools are out there.
2. Create mockups 3. Test 4. Show hi-fi mock-
ups to customers 5. Create style-
guide 6. Work to
implement 7. Test again
http://healthmap.org/en/
If you can start from scratch 1. Look at what
other tools are out there.
2. Create mockups 3. Test 4. Show hi-fi mock-
ups to customers 5. Create style-
guide 6. Work to
implement 7. Test again
http://healthmap.org/en/
If you can start from scratch 1. Look at what
other tools are out there.
2. Create mockups 3. Test 4. Show hi-fi mock-
ups to customers 5. Create style-
guide 6. Work to
implement 7. Test again
http://healthmap.org/en/
If you can start from scratch 1. Look at what
other tools are out there.
2. Create mockups 3. Test 4. Show hi-fi mock-
ups to customers 5. Create style-
guide 6. Work to
implement 7. Test again
http://healthmap.org/en/
If you can start from scratch 1. Look at what
other tools are out there.
2. Create mockups 3. Test 4. Show hi-fi mock-
ups to customers 5. Create style-
guide 6. Work to
implement 7. Test again
http://healthmap.org/en/
If you can start from scratch 1. Look at what
other tools are out there.
2. Create mockups 3. Test 4. Show hi-fi mock-
ups to customers 5. Create style-
guide 6. Work to
implement 7. Test again
http://healthmap.org/en/
If you can’t start from scratch.
If you can’t start from scratch, you polish and work with what you have.
If you can’t start from scratch, you make it shine.
Mandatory Words When you’re required to include links, logos, catch phrases, etc., find creative ways to highlight important information.
Mandatory Words An example of an Institute following the example of its parent organization.
Mandatory Words User the footer!
Mandatory Words Make the footer useful.
Mandatory Words
No touching! What if you can’t change
the site/application? • Make tools that help users navigate it. o Training guides, wikis, help
videos • Propose solutions to the people
that can change it. o Support those solutions
with research and plans
Getting Started 1. USER RESEARCH
Know your users’ habits, tools, and access levels
2. PROBLEM RESEARCH
Play anthropologist--track down why your product doesn’t work for your users
3. CUSTOM HELP
Use your new info to help users in the way they want to be helped
Step 1: User Research ● Know your users:
○ How they work? ○ How they use your
product/website?
Step 2: Problem Research ● Know their roadblocks:
○ What frustrates them? ○ How do they
troubleshoot?
● Use available resources ○ Anyone who has used the
product ○ Anyone who has worked on
the project ○ Network drives ○ FAQs ○ “Contact us” email repository
Step 2: Problem Research
User Knowledge →
How to reach your users
Problem Understanding →
What they need to know
Step 3: Help Users
You won’t find a universal answer about what kind of tools to use.
Use the method that works best for your users: wikis, PDF user guides, online help systems,
intranets, training videos, knowledge bases, etc.
Step 3: Help Users, Tools
• Active voice • Use plain language • Talk to people, not at them • Think about translation • Bullets and lists • Infographics • Ban crutches
Step 3: Help Users, Writing
Step 3: Help Users, Writing
Good Examples “Read everything--trash, classics,
good and bad, and see how they do it. Just like a carpenter who works as an apprentice and studies the master. Read! You'll absorb it. Then write. If it is good, you'll find out.”
~William Faulkner • http://centerforplainlanguage.org/awards • govtech.com • http://www.nih.gov/clearcommunication/
plainlanguage.htm
Specific Government Challenges
• Stovepipes • Constant internal
competition • Funding uncertainty • Bureaucratic mindset
Solutions • Workarounds • Plans • Make your boss’s
boss look good • Focus on small wins
Don’t give up!
Closing Remarks • Find your voice...don’t let it be
passive • Read great technical writing
o Ginny Redish Letting Go of the Words
o Steve Krug Don’t Make Me Think
o O’Reilly’s Head First series
My hero: Technical Communication Rock Star Ginny Redish
Huge usability reports rarely get read and reused. We recommend a quick and dirty approach to usability reports. 1. Make a bulleted list of
all usability problems/wins.
2. Affinity diagram all to create categories
3. Brainstorm solutions to each.
4. Create cards that have name, description of the problem, and an image.
Resources • http://centerforplainlanguage.org/awards/clearmark2013/ • http://www.govdelivery.com/blog/2013/10/great-government-websites-benchmarking-the-best-2/ • http://www.govtech.com/cdg/digital-government-achievement/
