At the TCUK 2015 conference, Rachel Johnston mentioned the idea of a content maturity model. We thought we’d take this idea and ask:
Could we develop a model that illustrates a hierarchy of needs for users of technical communication (and in particular, User Assistance)?
A model of what?
We suggest calling this model a technical communication user’s hierarchy of needs. This is because we’re considering the different points where a user interacts with technical communication content, the information they need, and value it gives to them.
It takes a similar approach to the content maturity model Rachel suggested (shown in the photo below), with the least mature organisations providing just the legal minimum, and most mature content systems contributing to branding and evangelism.
A user’s hierarchy of needs also enables us to compare this model to similar models from content marketing and product design. For example, the categories in our model’s hierarchy roughly correspond to Peter Morville’s “User Experience honeycomb”, as well as the key elements in product design.