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.
Agile programming has grown in popularity and it has led to new challenges for those involved in providing user assistance for those applications. So is it time for technical authors to develop an equivalent method for developing content for these projects? Is it time to develop an “Agile authoring” methodology? Also, if we want to move away from a hand-crafted approach to developing content and towards a more engineering-like approach, what can we learn from the latest techniques being applied in manufacturing?
Such a method needs to complement Agile programming, but it may be a mistake to take Agile programming as the starting point for developing it. The developers of Agile drew upon the principles of Lean manufacturing, and perhaps technical authors should do the same.
In this webinar, we will explain how the principles of Lean manufacturing can be applied to developing and managing content. It’s a way of writing that focuses on maximizing the value to the user and minimizing waste. It involves measuring the processes and value of what has been delivered so that iterative improvements can be made over time.
This webinar will be hosted by the Society for Technical Communication.
In this presentation, we’ll look at how to plan a user documentation project when you’re working for a startup technology company. Working in this environment gives you the opportunity to work “from a clean sheet,” but it also has its own challenges of working in a dynamic and rapidly changing environment. Continue reading →
One way of checking to see if only new users are using the technical documentation for a product is to check if there a correlation between the number of users reading the user documentation and the sales of the product.
For example, if the product is following the classic “Bell curve”, and users only need help at a certain moment in time, then the number of users should follow the same pattern. You should see a rise and fall in the number of readers:
Rogers' technology adoption curve
You can use analytics (and Web analytics in particular), to measure the number of users of any online documentation that you may have. If you don’t currently use Web analytics to measure your user documentation, then an alternative is to use Google Trends to see if there is a correlation between the number of people searching for help for your product and the number of product sales.