September date for Trends in Technical Communication Workshop – Advanced Technical Writing Techniques

We’ve added a new date for our Trends in Technical Communication Workshop – Advanced Technical Writing Techniques course. It will be held on Tuesday 17 September 2013, in central London.

You can book a place via the webpage Trends in Technical Communication Workshop – Advanced Technical Writing Techniques.

Slides from the Adobe Day Europe discussion on “Assisting the millennial user – challenges and opportunities in the decade ahead”

Here are the slides the panel put together for the Adobe Day Europe discussion on “Assisting the millennial user – challenges and opportunities in the decade ahead”. We didn’t get time to cover all of the topics in the time we had available (unfortunately some of the previous speakers overran their time slots).
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What does Stack Overflow’s success mean for traditional User Assistance?

Last night, I saw Joel Spolsky speak at a London Enterprise Technology Meetup, held at the London School of Economics. Joel is one of the founders of Stack Overflow, a hugely popular question-and-answer website on the topic of computer programming. He also claimed in a blog post back in April 2000, no-one reads manuals (see our article If no-one reads the manual, then why bother?).

So I asked him about his thoughts on the relationship between question-and-answer sites like Stack Overflow and traditional user documentation.

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Proving your technical content is the most important content on your website

In yesterday’s post, How technical content on the Web is turning traditional marketing strategy on its head, we discussed the importance of technical content to today’s marketing funnel. You might be thinking, show me more evidence.

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Write and own your content, or someone will write and own it for you

Don't ignore your customers. flickr image by Ron PloofAdrian Baniak has written an article (3 Ways to Engage with Today’s Empowered Consumer) about how brands can “cut through the clutter” and communicate with their customers and prospect. He states one of the key ways to do this is “Write Your Own Tale, Or Someone Else Will Do It First”.

This mantra was originally made by Lisa Shalett, a partner at Goldman Sachs, and the global head of brand marketing and digital strategy. Continue reading

Advanced technical writing techniques training: Next classroom course (and potential online course)

Do let us know if you’d be interested in us scheduling another public course for our Trends in Technical Communication – Advanced technical writing techniques course. We need just a couple more people for us to schedule a course date for June. Do let us know if you’d be interested in attending this course.

Interested in an online version of the course?

For writers based outside of the UK, we’re also considering offering this course in a “live and online” format over the Web. Using Google+ Hangouts, the course would be spread over a number of days, rather than delivered as a full day’s worth of training. The price of the course would be the same. The first course would be limited to just 5 or 6 delegates. Do let us know if you’d be interested in attending this course.

About the course

In this course, you’ll find out how Technical Authors in leading companies are now applying techniques from other disciplines (such as psychology, copywriting, usability and elearning) into the information they create.

Using examples of Help pages from a number of applications (including from vendors such as Apple, Facebook, Google, HTC and Mozilla), you’ll learn how to spot where these techniques have been used, and you’ll have the opportunity to practise these in the workshop.

Do let us know if you’d be interested in attending this course.

Planning and running a documentation sprint

Atlassian’s Sarah Maddox has posted her slides from her STC Summit 13 presentation “Doc sprints: The ultimate in collaborative document development”. It’s a useful description of a documentation sprint and its benefits:



Contact Cherryleaf if you’d like help and assistance in managing a documentation sprint.

New University of Oxford research shows surprisingly high numbers of out-of-control technology projects

What the customer wanted cartoonResearch conducted by two Oxford academics (Why Your IT Project May Be RiskierThan You Think) has suggested that the private sector has almost as much difficulty managing big software projects as the public sector. It also indicated that some types of projects have put companies’ survival at risk.

Whereas government departments can experience almost permanent revolution, private sector processes, in general, remain fairly stable. So it’s depressing to learn one in six of the projects they studied was a “black swan” – with a cost overruns of 200%.

The causes include: technology that doesn’t work, the difficulty in accommodating the exception cases, managing large teams, changes to the scope of the project, dealing with legacy systems, changes in legislation, and failing to build a system that meets the users’ requirements.

The researchers recommend breaking projects into smaller, more manageable units and using the best possible forecasting techniques.

There’s an additional problem: systems that work technically can still fail. If the user does not understand how to use the system, or if they don’t understand the benefits of using it, your “successful” system can end up under-used. User Assistance (online Help, Getting Started guides, screencasts and so on) mustn’t be forgotten. It’s one of those final steps in a truly successful project.