One of the challenges organisations face is how to create a system that unifies all the different ways its staff communicate information. That’s because conversation (written and oral) can be very different from instructional information.
For example, conversations are often reflective, insightful and repetitive, whereas instructions are typically results-driven, concise and commanding.
We can see from the video clip below, by storyteller Daniel Morden, how the nature of oral storytelling differs from the written word:
If we cannot access both forms of communication, we’re getting an incomplete picture. Somehow an organisation needs to provide the correct form of communication to staff and end users at the right time.
Although Search can provide part of the answer, there’s also a need to provide links to the different “channels”. This means, in addition to technical solutions (which look to unify different forms of information), someone needs to curate and edit the content.
I’m not sure this challenge will ever be fully resolved, but it’s a goal worth pursuing in nearly every organisation.
The purpose of this blog is to explore the value of technical documentation in all its forms. We’re asking “how we can be more effective and more efficient in what we deliver for our customers and their users?”, and “how can we best demonstrate and measure the value of what we do?”. Judging by this report, these issues are of interest to others as well.
Social Media experts, such as David Armano, of Dachis Corp, are proposing new business measures for assessing the effectiveness of social media marketing. Armano is proposing five key measurement factors:
Attention: how many people are clicking on your site, blogs or tweets?
Engagement: how much interaction there is between the community and you?
Authority: your influence in the community and on the Web?
Virality: how your information spreads by digital word of mouth?
Health: the strength of the community and your online presence?
So can technical documentation be “re-framed” to meet these criteria? If so, will its value to the business become clearer?
I would suggest the most Documentation Managers would see these measurement factors playing to the strengths of technical documentation.
It wouldn’t take a great deal of effort to incorporate these factors into a documentation strategy. Be doing this, the efforts of the Technical Publications department would assist in maximising an organisation’s Social Web marketing efforts.
As a side effect, it could also move technical publications towards the centre of many modern organisations’ core activities.
Scriptorium Inc has uploaded the “Beyond Documentation” Webinar Ellis delivered back in August 2009. In this session he looked at the future of technical writing and likely changes to the ways in which user assistance is delivered.
Are we moving beyond documents?
If so, what does this mean for technical communicators?
Visualisation Magazine has created a diagram showing how you can use Web 2.0 tools to increase the number of readers of your content – “building an online presence”. It shows the extent to which content can be republished today, through free sites, Web feeds and embedded content. It also shows how you can monitor and receive statistical information on its progress.
So why keep your content tucked away in a Help file, when it can be republished in some many other places as well?