Webinar: The changing nature of content

You’re welcome to join us on our upcoming free webinar, “The changing nature of content”, which will be held at 7pm (GMT+1) on 24th April 2013.

In recent years, technical communicators have focused on improving User Assistance through new technologies and systems, with the assumption that the nature of the content the tone of voice, the writing style ­ should remain the same. In this free webinar, sponsored and hosted by Adobe, we’ll investigate whether the tried ­and tested writing methods from past decades still make sense today. We’ll look at the reasons why some organisations are “breaking the rules” with the User Assistance they provide.

The registration details will be posted to the Adobe online events Web page in the next few days.

Webinar  21 November 2012 –  Writing policies and procedures: The most common issues, and how to fix them

We will be hosting a free 60 minute webinar called “Writing policies and procedures: The most common issues, and how to fix them” on Wednesday 21st November.

Registration is now open - Register Here

Places are limited.

The DITA XML authoring barrier for non-Technical Authors

One of the challenges for organisations moving to a new content management system for their user documentation is selecting an authoring tool that is:

  • powerful enough, and
  • can be used by non-Technical Authors as well as the professional Technical Authors.

Many organisations want staff, such as developers, to be able to add content to the system directly – without having to pass it over to the Technical Publications department. The difficulty lies in that many tools for authoring in DITA and other XML schemas are daunting to those unfamiliar with the underlying principles of DITA and structured content. It’s even more challenging if you’re someone who is only going to write content occasionally.

One approach is to create templates, with defined fields that need to be filled in. Another is to get staff to write in Word, again in conjunction with a template, import the text into the content management system and then map metadata and other semantic information to the content at that stage.

Is it an unsurmountable problem? Should we just accept that writing semi-structured XHTML content (such as wiki-based content or WordPress-like authoring environments) is a better compromise? What you lose in modularity, you gain in having an easy-to-use authoring environment. Alternatively, do we need to recognize we’ll always need specialists who can convert text into the appropriate format - the equivalent of the typing pool or typesetters?

It has bearing on the role and value of Technical Authors. Is it their main value in writing skills, information management skills, editing skills or in using a specialist tool? If the organisation believes “everyone can write well”, then is their value in using software that’s complex and tricky to use?

Writing as a career in IT

Here are the slides from our presentation to Year 10 children at The Matthew Arnold School in Staines-upon-Thames on writing as a career in IT. We looked at the different writing postions in companies, such as Apple, and then looked at the role of the Technical Author/Writer. The class had to write an instruction manual for a new eco-messaging product (aka a typewriter).

New – Affective Assistance and marketing writing services

Cherryleaf’s announced a new service today – Affective Assistance and marketing writing services .

With technology becoming part of everyday life, sometimes the traditional approach to writing user documentation just doesn’t meet users’ needs. It can be the case that the formal and succinct approach to writing User Assistance isn’t right for users of your product or service.

It’s often about adding an emotional factor, being more conversational and less formal. It’s something we call “Affective Writing” or “Affective Assistance”. You can see this approach being used in the online User Assistance for applications such Firefox, where they reported a 13% reduction in the number support calls as a result of adopting this approach.

Consumer technology today:

Consumer technology in previous decades:

See Affective Assistance and marketing writing services .

Assess your technical writing skills – could you be a Technical Author?

Following on from our post Assessing writing skills – a response to “What Does It Mean to Know How to Write?”, we’ve created an experimental test page on our Web site that can help you assess your technical writing skills. The idea is you can compare your skills profile with that of a typical Technical Author:

Assess your technical writing skills – beta

It’s a proof of concept, just for fun etc, but we welcome any feedback on it.

Assessing writing skills – a response to “What Does It Mean to Know How to Write?”

Tom Johnson has sparked a lively debate with his blog post What Does It Mean to Write?. In the post, he wrote “It seems that writing is a spectrum skill”, providing a chart to demonstrate this:

In the post’s discussion thread, a consensus seems to have been reached that you cannot define writing skills and types of documents as a spectrum on a single line.

An alternative approach to assessing writing skills

I suggest the “writing spectrum” could be described more effectively, by using a radar or polar chart.

By using two or more axes, we can then start to differentiate between the different skills needed for a number of writing roles. For example, we could create a diagram of skills needed to create (a) persuasive, “selling”, marketing-type documents (b) educational, “telling”, technical-type documents (c) creative writing and (d) general business communication:

If we assess people’s writing skills against the same criterion, it’s likely we can get an idea as to which profession would best match their abilities.

What should go on the axes?

The key question is, what should be measured? Some initial thoughts are:

  • Structured and organised v. unstructured and disorganised
  • Emotional v. unemotional
  • Clear and understandable v. vague
  • Succinct v. flowery
  • Short document v. Long document

Another issue to bear in mind, is that the axes do not necessarily have to be positive/negative:

Potential measures could be: expression, adequacy of content, cohesion of information, compositional organisation and mechanical (grammatical) accuracy.

What do you think should go on axes?

What makes a good writing test for a Technical Author?

We’re currently working on developing some new tests to assist clients who need to assess the writing skills of candidate Technical Authors. Writing test papers is a challenging task – it goes against the grain to make mistakes deliberately!

English is a language where sentences can be written in many different ways. Today, many people would find “to boldly go” to be acceptable, as well as the more traditional “to go boldly”. I was taught to use Oxford commas (but not in lists), whereas many of my colleagues prefer the grammar rules taught to TEFL tutors. It means, often, there can be more than one answer that’s acceptable. The ultimate goal to communicate information to users in an understandable way.

We believe it’s best to create a series of tests. Our tests comprise a proofreading test,  an editing test and an exercise requiring the candidate to write some instructions.

What approach do you take?

Should we run a course on how to write instructions?

We’re thinking about running a training course for people who find they need to write instructions from time to time. It’s not aimed at professional technical authors, but rather managers and specialists in organisations who need to know the essentials of being able to write processes, procedures and tasks clearly and simply.

If you be interested in receiving updates on our plans for a workshop/training course on how to write instructions, then please fill in the form below. The workshop is likely to be held in London.