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November 4, 2010
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2:00 am
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KnowledgeBishop:
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In 24 hours, join host @2moroDocs for #TCchat session 2: How can #TechComm be proactive? |
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2:46 am
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TC_Chat:
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Exciting news! Our guest for 2moro's #tcchat S1 is Debbie Angel, an IT/doc mgr that excels at teaming & professional dev (con't) #techcomm |
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3:12 am
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2moroDocs:
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Exciting news! Guest 4 2moro's #tcchat S1 is Debbie Angel, an IT/doc mgr who excels at teaming & prof dev. Topic: How TWs Can B Proactive |
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4:12 am
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2moroDocs:
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Interested in finding out more about different standards and how to participate? Some links for standards orgs follow. #tcchat |
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4:13 am
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2moroDocs:
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Internet standards: http://www.w3.org/ #tcchat |
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4:15 am
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2moroDocs:
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OASIS: "open standards for the global information society" http://www.oasis-open.org/home/index.php . #tcchat |
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4:16 am
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2moroDocs:
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Cover Pages (OASIS) http://xml.coverpages.org/ . #tcchat |
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8:40 am
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TC_Chat:
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Did the time change 4 ur time zone last week? If so, pls ck ur times 4 #tcchat today. Here, clocks chg Sun. Chat: 9am PT & 7pm PT #techcomm |
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8:40 am
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2moroDocs:
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Did the time change 4 ur time zone last week? If so, pls ck ur times 4 #tcchat today. Here, clocks chg Sun. Chat: 9am PT & 7pm PT |
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8:42 am
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TC_Chat:
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Time zone refs. Real-time map: http://www.worldtimezone.com/ Converter: http://www.timezoneconverter.com/ #tcchat #techcomm |
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8:42 am
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2moroDocs:
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Time zone refs. Real-time map: http://www.worldtimezone.com/ Converter: http://www.timezoneconverter.com/ #tcchat |
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8:55 am
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hletutour:
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RT @TC_Chat: Comment les rédacteurs peuvent-ils être proactifs ? Participez au débat sur le #tcchat auj à 17h (h de Paris). #techcomm |
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10:38 am
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hletutour:
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Great post! RT @2moroDocs: New post: Business Cases for Tech Comm Access to Dev Info http://bit.ly/dqK1yG #tcchat #techcomm |
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12:00 pm
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TC_Chat:
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Today's #tcchat: How Tech Writers Can Be More Proactive. S1 Guest: Debbie Angel, IT/Doc mgr/Prof dev specialist @debbieangel #techcomm |
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12:05 pm
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2moroDocs:
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Today's #tcchat: How Tech Writers Can Be More Proactive. S1 Guest: Debbie Angel, IT/Doc mgr/Prof dev specialist @debbieangel |
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2:01 pm
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samarthav:
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Designing Interactive #PDF Forms, tutorial in IEEE PCS N'letter: http://bit.ly/cTN5zg. My first int'l #TechComm pub. #tcchat |
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2:08 pm
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redcrew:
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RT @samarthav: Designing Interactive #PDF Forms, tutorial in IEEE PCS N'letter: http://bit.ly/cTN5zg. My first int'l #TechComm pub. #tcchat |
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2:49 pm
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2moroDocs:
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New post for today's #tcchat: Business Cases for Tech Comm Access to Dev Info http://bit.ly/dqK1yG #techcomm |
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3:00 pm
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KnowledgeBishop:
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In one hour, join host @2moroDocs for a #TCchat on how #TechComm can be MORE proactive! (Session 1) |
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3:30 pm
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TC_Chat:
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30 mins 2 #tcchat: How Tech Writers Can Be More Proactive. S1 Guest: Debbie Angel, IT/Doc mgr/Prof dev specialist @debbieangel #techcomm |
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3:33 pm
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2moroDocs:
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RT @tc_chat: 30 mins 2 #tcchat: How Tech Writers Can Be More Proactive. S1 Guest: Debbie Angel, IT/Doc mgr/Prof dev specialist @debbieangel |
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4:00 pm
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KnowledgeBishop:
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@TC_Chat I so wish I could join you, friends: I have a work meeting that can't be moved. May you have a powerful and productive #TCchat! |
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4:00 pm
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2moroDocs:
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Welcome to today?s #tcchat! Topic: How Can Tech Writers Be More Proactive? #tcchat |
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4:01 pm
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2moroDocs:
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Reminders: please don?t use #techcomm tag. It will overwhelm it. Add #tcchat to your tweets. Thx! Also, no proprietary info! |
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4:01 pm
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DigitalHarbor:
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RT @2moroDocs: Welcome to today?s #tcchat! Topic: How Can Tech Writers Be More Proactive? #tcchat |
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4:01 pm
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2moroDocs:
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We have a special guest today: Debbie Angel @debbieangel, my excellent former mgr who excels at teaming & professional dev #tcchat |
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4:02 pm
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2moroDocs:
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I?m sure she?ll have great ideas. I certainly benefited from her advice & guidance. http://bit.ly/cWHoNJ Welcome Debbie! #tcchat |
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4:02 pm
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2moroDocs:
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Main topics: biz expectations, ideas for becoming more proactive, working on standards #tcchat |
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4:03 pm
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2moroDocs:
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Roll call? Who?s where? #tcchat |
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4:04 pm
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mojoneill:
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Checking in (for a bit) from the bustling metropolis of Iowa City, Iowa! #tcchat |
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4:04 pm
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kemulholland:
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#tcchat Be more proactive by staying aware of the product development roadmap. Don't rely on your manager - get up, find out. |
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4:04 pm
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gryphmount:
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@2morodocs Red 5, standing by. :) From Utah in US. #tcchat |
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4:04 pm
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davkow:
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Reading in real-time today's #tcchat (@TC_Chat and @2moroDocs). Topic: "How Tech Writers Can Be More Proactive." |
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4:05 pm
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2moroDocs:
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@kemulholland Great idea! #tcchat |
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4:05 pm
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PattyBlount2:
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good afternoon from Long Island #tcchat |
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4:05 pm
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hemantbaliwala:
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Start collaborating with different teams such as, support, sales, usability, marketing ... and get inputs #tcchat |
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4:05 pm
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kemulholland:
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#tcchat btw, I'm Karen Mulholland, checking in from Austin TX. |
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4:06 pm
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content2000:
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Multitasking between this and another meeting #tcchat |
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4:06 pm
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debbieangel:
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hi from debbie #tcchat |
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4:07 pm
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content2000:
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@hemantbaliwala Excellent points. So much critical info comes from sources outside dev engineering #tcchat |
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4:08 pm
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debbieangel:
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Q1: What are some biz expectations that companies & IT depts have for tech comm? Costs, mainly? #tcchat |
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4:08 pm
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2moroDocs:
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Sorry folks! Been getting a fail whale. #tcchat |
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4:09 pm
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DigitalHarbor:
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Digital Harbor e-learning studio here from sunny (today) Gig Harbor, WA. First time to Twitter chat! #tcchat |
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4:09 pm
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2moroDocs:
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Thanks everyone for coming & responses so far! #tcchat |
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4:10 pm
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debbieangel:
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it all about adding value #tcchat |
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4:11 pm
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content2000:
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@debbieangel Biz expectations include full feature coverage, accuracy, & general superhuman productivity w/ limited resources #tcchat |
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4:11 pm
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2moroDocs:
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@hemantbaliwala @content2000 Agreed. It's good to branch out and make yourself known #tcchat |
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4:12 pm
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hemantbaliwala:
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The basic expectation: Are we able to solve problems faced by the user #tcchat |
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4:12 pm
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2moroDocs:
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@digitalharbor Hi! Thx for joining. Just add the #tcchat tag to tweets & we'll all see them |
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4:12 pm
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hemantbaliwala:
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A1: Can we help to reduce support calls and cost... #tcchat |
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4:13 pm
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kemulholland:
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#tcchat Biz expectations of tech comm are often unrealistic. Educating others about what we do is crucial. Don't ever stop. |
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4:14 pm
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2moroDocs:
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@debbieangel Are there measured goals to meet w/regard to value? #tcchat |
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4:14 pm
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DigitalHarbor:
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@debbieangel Biz expectations often include developers & other non-writers producing what only a tech writer can produce (well) #tcchat |
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4:15 pm
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2moroDocs:
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@hemantbaliwala Yes. Gathering data re no of calls coming in can help techcomm show value #tcchat |
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4:15 pm
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DigitalHarbor:
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@kemulholland So true! What they don't know, will hurt them in the long-run! #tcchat |
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4:16 pm
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content2000:
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Definite value here-teaming w/ support folks RT @hemantbaliwala: A1: Can we help to reduce support calls and cost... #tcchat |
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4:16 pm
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2moroDocs:
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@kemulholland Agreed! Excellent point. Education in-house crucial. #techcomm How 2 approach? Get in mtgs? #tcchat |
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4:18 pm
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2moroDocs:
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@content2000 Do you ever revise docs/ FAQs based on calls coming in? #tcchat |
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4:19 pm
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Flacke:
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@debbieangel Suggestion: reduce doc costs by reducing documentation volume (implementing MINIMALISM) #tcchat |
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4:19 pm
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2moroDocs:
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@debbieangel: it all about adding value #tcchat Proactive = value to users & company cost goals? #tcchat |
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4:19 pm
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hemantbaliwala:
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@2moroDocs @kemulholland Creative campaigns telling how information makes life easy... and who creates it ... its us... #tcchat |
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4:19 pm
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2moroDocs:
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@gryphmount Hi Ben! Thanks for dropping by - #tcchat |
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4:19 pm
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content2000:
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@2moroDocs Yes! 1 project we scanned all support cases for trouble areas we could address in docs. alas, staff shortage ended this #tcchat |
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4:20 pm
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2moroDocs:
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@davkow Hi! Glad to see you here #tcchat |
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4:20 pm
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2moroDocs:
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Q2: What business cases or arguments can TWs use to support their efforts? #tcchat |
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4:21 pm
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content2000:
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Proving value (cost, ease of use, customer benefit) are difficult targets. How to quantitatively measure that for techcomm? #tcchat |
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4:21 pm
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2moroDocs:
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@content2000 Common prob. Only thing I can think of is to show how no of calls decreased. Use server logs 2 c what ques answered #tcchat |
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4:22 pm
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hemantbaliwala:
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Argument: This time try shipping the product without the help ;) See what the user has to say then ;) #tcchat |
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4:23 pm
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kemulholland:
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#tcchat Tech comm: "I'll help u reduce support calls by ending the how-do-I calls, so tech support focuses on broken stuff." |
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4:23 pm
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PattyBlount:
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Q2: #tcchat Connect good information to fewer support calls. |
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4:23 pm
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2moroDocs:
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@content2000 Server logs & analytics can show who's looking at what #tcchat Will b back in a sec with a link |
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4:23 pm
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gryphmount:
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A2: Docs can be a selling point; we provide QA for product design; docs protect the org and the user. #tcchat |
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4:23 pm
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hletutour:
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In my co., no product can be released without documentation. Doesn't prove doc is of quality, but at least useful. #tcchat |
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4:24 pm
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kemulholland:
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#tcchat "23 months or less after you hire me, you'll have award-winning documentation." (Industry analysts LOVE that.) |
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4:25 pm
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kemulholland:
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#tcchat ...of course that only works if you know you can deliver award-winning docs. |
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4:25 pm
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content2000:
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@PattyBlount Flipping this on its head-connect support calls SOLVED via pointing to info in docs. Another way to prove value #tcchat |
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4:25 pm
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2moroDocs:
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Web Analytics for Tech Doc Sites http://bit.ly/aEucIq @annegentle post #tcchat |
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4:25 pm
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gryphmount:
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A2 (cont.): TWs provide QA for product itself while using it how users will; good docs reflect well on org. #tcchat |
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4:26 pm
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2moroDocs:
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@kemulholland Time for us all to come up with some awards, then! #tcchat ;-) |
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4:27 pm
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larry_kunz:
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A2: If your company has UX professionals, you can get them to be your allies. Good docs = good UX. #tcchat |
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4:27 pm
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2moroDocs:
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@content2000 Agreed! Push the docs. Collaborate w/ other depts to do so. Goes back to earlier comment (forget by whom) #tcchat |
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4:27 pm
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PattyBlount:
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@content2000 #tcchat Yes! |
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4:28 pm
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hemantbaliwala:
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Was a survey ever made about ease in selling a product with and without docs? We could use that... #tcchat |
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4:28 pm
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gryphmount:
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Great point from @larry_kunz: Team up with the designers. Get them to see good docs helps UX. This can be hard. #tcchat |
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4:29 pm
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2moroDocs:
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@larry_kunz Exc point. Also, good to get in on dev so can help #tcchat |
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4:29 pm
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kemulholland:
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@debbieangel #tcchat Tech support stats may not b available (esp. in start-ups) but if u issue the challenge, they'll usu. start collecting |
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4:29 pm
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gryphmount:
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UX ppl often see docs as meaning they didn't do their job right cuz product has to be explained rather than being "intuitive." #tcchat |
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4:29 pm
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2moroDocs:
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@docboxwriter keep trying! Mine was hanging up at the start & even got a fail whale. Sorry for the troubles! #tcchat |
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4:30 pm
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content2000:
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products must have docs but must minimize cost-can we proactively trim content to focus on most-referenced info? (webanalytics) #tcchat |
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4:30 pm
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2moroDocs:
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@hemantbaliwala That would be pure gold. Haven't seen one, but I have seen reviews in tech journals/sites where bad docs called out #tcchat |
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4:31 pm
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2moroDocs:
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If anyone ever sees reports such as @hemantbaliwala mentions, or bad reviews online for bad/absence of docs, please post at #tcchat anytime |
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4:32 pm
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content2000:
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@hemantbaliwala would be interesting test(product w/ and w/o docs)-could backfire on us all tho :-) #tcchat |
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4:33 pm
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2moroDocs:
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@content2000 Great idea. Good for TWs to review metrics more than in the past. #tcchat Can guide priorities |
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4:34 pm
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DigitalHarbor:
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@2morodocs @debbieangel To all:Great tips & insight about tech writing. Must go now, but will check the offline #tcchat info later! |
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4:34 pm
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2moroDocs:
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@content2000 True. Some risk. Also then get the risk of more UGC. But - no docs still a negative toward company, IMO #tcchat |
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4:34 pm
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kemulholland:
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#tcchat yes, we can & SHOULD focus on most-referenced info - means we must understand how customers use the product (not how it's designed) |
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4:35 pm
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hemantbaliwala:
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@content2000 I am sure a sales guy would prefer selling a product with a good help than a bad or no help :) #tcchat |
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4:35 pm
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PattyBlount:
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#tcchat We rec'd numerous complaints that beta prod had no doc. |
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4:35 pm
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2moroDocs:
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@content2000 Maybe use tech support calls. Absence of docs before an issue; how docs helped. That's a with & without docs #tcchat |
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4:36 pm
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2moroDocs:
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@digitalharbor Thanks for coming by! #tcchat |
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4:37 pm
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Flacke:
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@2moroDocs -Compare docs which are localized and doc available in English only(In contin.Europe 1 in 2 users does NOT understand EN!)#tcchat |
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4:37 pm
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2moroDocs:
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@pattyblount That has to help, I would think. I would hope! #tcchat I'd hang on to those complaints #tcchat |
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4:37 pm
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kemulholland:
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#tcchat @hemantbaliwala You are right about that. I have HEARD sales people mentioning help redesign in their sales pitches! |
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4:38 pm
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debbieangel:
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For communications - helpful to learn about change mgmt (not IT change mgmt, but mgmt of change) to be credible to help w planning #tcchat |
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4:38 pm
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2moroDocs:
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Maybe it would also be good to track socmed to see where and how ppl complaining abt lack of docs #tcchat How can TW address bad user press |
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4:39 pm
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robocolumn:
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A little late but joining in #tcchat from Guildford, UK |
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4:39 pm
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larry_kunz:
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@MindTouch would say that good doc is a key marketing tool. @KnowledgeBishop would say it's "gold" for CRM. I agree w/ both. #tcchat |
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4:39 pm
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2moroDocs:
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@flacke I didn't realize that number was so high. #tcchat Grt point. TWs: be proactive & collab more with localization specialists? |
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4:40 pm
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debbieangel:
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@kemulholland yep - back to big picture #tcchat |
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4:41 pm
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robocolumn:
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@2moroDocs We can acknowledge pain points and manage a solution #tcchat |
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4:41 pm
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awriteword:
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RT @kemulholland: #tcchat Biz expectations of tech comm are often unrealistic. Educating others about what we do is crucial. Don't ever stop. |
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4:41 pm
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2moroDocs:
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@kemulholland Wow. And I've seen them first-hand showing where 2 find docs. Think collab with sales & mktg crucial #tcchat |
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4:42 pm
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content2000:
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Tracking customer issues w/docs-majority I see are quality fixes (product functionality not matched in doc #tcchat |
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4:42 pm
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2moroDocs:
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Have to jump to another ques. 15 mins left in hour #tcchat |
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4:42 pm
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hemantbaliwala:
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Talk about the product marketability and saleability value with good Help. Here coordination with sales and marketing can help. #tcchat |
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4:42 pm
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content2000:
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Also-confusing/convoluted writing,lack of real-world examples, troubleshooting help - top customer issues w/ docs #tcchat |
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4:43 pm
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2moroDocs:
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Q3: Standards development; other way 2 b proactive: can you think of ideas of how to get involved at your co, or on larger issues? #tcchat |
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4:43 pm
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hemantbaliwala:
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@robocolumn Yeah... we don't write ... but provide solutions #tcchat |
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4:44 pm
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2moroDocs:
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A3: One example from my exp: participation in pilot programs. Help determine standards in a co #tcchat |
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4:44 pm
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content2000:
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@Flacke YES! Minimalism is critical...can we beg for a future chat on that subject? or maybe there was one already? #tcchat |
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4:45 pm
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robocolumn:
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aka Content Strategy! RT @hemantbaliwala: @robocolumn Yeah... we don't write ... but provide solutions #tcchat |
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4:45 pm
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2moroDocs:
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@hemantbaliwala Yes. I also think that docs can be tied in to marketing campaigns. If they're launching, have the docs ready to go #tcchat |
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4:47 pm
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robocolumn:
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@2moroDocs A3. Have been astonished how depts have differing style guides. We could drive conformity #tcchat |
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4:47 pm
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hemantbaliwala:
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@2moroDocs Lets be the social media face of the company... No one cane be better than us! #tcchat |
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4:47 pm
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kemulholland:
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#tcchat A3 Tech comm often well-positioned 2 identify process issues. Often a conversation abt "how do we do this" leads 2 improvements. |
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4:47 pm
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2moroDocs:
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@content2000 Agreed. In earlier #tcchat, one thought was that much UGC is from users not finding tbleshooting info they need; it's their UGC |
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4:48 pm
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2moroDocs:
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@robocolumn Yes. Real-time another issue and item to track. Value in addressing concerns right away. Good customer svc #tcchat |
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4:48 pm
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content2000:
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A3: if we can extend 'standards' to include company doc style-critical that we keep them update for today's best practices #tcchat |
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4:48 pm
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Flacke:
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@2moroDocs- EU statistics:when shipping to Europe in ENGLISH only, you reach only 15% who r EMT users(EU=27 countries, 25 languages) #tcchat |
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4:49 pm
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larry_kunz:
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A3: Volunteer to document internal processes & procedures, e.g. for ISO9000 certification. #tcchat |
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4:49 pm
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hletutour:
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Totally! RT @robocolumn: A3. Have been astonished how depts have differing style guides. We could drive conformity #tcchat |
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4:50 pm
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larry_kunz:
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A3 (cont): It exposes us to managers who otherwise wouldn't know about us, and it teaches us about the business. #tcchat |
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4:50 pm
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2moroDocs:
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@content2000 Consider it added to the list. We can always change priority of discussions. If wanted soon, can adjust sched #tcchat |
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4:51 pm
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robocolumn:
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@kemulholland: 100% agree. #tcchat |
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4:51 pm
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content2000:
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@hemantbaliwala good point. Soc. media great for highlighting techdoc content, product changes, usage tips etc. (blogs,forums, etc) #tcchat |
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4:51 pm
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debbieangel:
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A3: maybe tie to business process redesign - hot topic in business #tcchat |
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4:51 pm
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2moroDocs:
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Also, pls keep in mind that anyone can use the #tcchat anytime! If you have ques about anything, post them. We can get a discussion going |
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4:51 pm
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robocolumn:
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@larry_kunz Although that sort of work has in the past driven me crazy :-) #tcchat |
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4:52 pm
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debbieangel:
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A3: I love consistency! Users require it #tcchat |
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4:54 pm
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2moroDocs:
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@robocolumn Exc point. That's where dev of a Controlled Vocab (capped cuz a term) and other content mgmt good 2 work on. #tcchat |
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4:54 pm
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larry_kunz:
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@robocolumn As opposed to writing API reference guides or compiling parts lists, which leaves you completely sane? ;-) #tcchat |
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4:55 pm
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hemantbaliwala:
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@content2000 Not just that, we can be company's ears on the SM platform #tcchat |
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4:56 pm
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2moroDocs:
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A3: a point I'd like 2 make. Debbie helped me get in on standards-type projects. Think proactive: ask your mgr to help you #tcchat |
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4:57 pm
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2moroDocs:
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4 mins officially left, folks. :( Any last ques in particular? #tcchat I'll stay around, as always. Exc discussion today |
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4:58 pm
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robocolumn:
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@larry_kunz LOL! Not only was I sane 20 years ago I had hair! #tcchat |
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4:59 pm
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debbieangel:
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@2morodocs Can be a tough sell to mgmt these days, so need to provide some justification #tcchat |
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5:01 pm
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2moroDocs:
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@docboxwriter Sorry for all the difficulties. These #tcchats often go over time. So stay around if you can! #tcchat |
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5:02 pm
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robocolumn:
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@2moroDocs If one exists, how can we break down the barrier between dev and us #tcchat |
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5:02 pm
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2moroDocs:
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10:00 already. The hour already up. I'll officially close today's S1 of #tcchat, but will stay around for the afterparty if ppl want 2 cont |
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5:02 pm
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KnowledgeBishop:
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Thanks @larry_kunz: It's true - Quality #techcomm can reduce #custserv costs AND increase satisfaction. #tcchat |
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5:04 pm
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hletutour:
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@2moroDocs Thanks for this very interesting convo, as always. I'm making a list of what I should do 2 b more proactive! #tcchat |
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5:04 pm
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2moroDocs:
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@robocolumn I wrote up some ideas in a post I published yesterday. Maybe some would help (I hope). Link coming #tcchat |
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5:05 pm
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2moroDocs:
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RT @2morodocs: New post for today's #tcchat: Business Cases for Tech Comm Access to Dev Info http://bit.ly/dqK1yG |
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5:05 pm
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kemulholland:
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@robocolumn #tcchat If you're in the same physical location as dev, food & drink go a long way toward breaking down barriers. :-) |
|
5:06 pm
|
2moroDocs:
|
@hletutour Thanks for coming! And for translating the tweets again. That's really cool, IMO. #tcchat |
|
5:07 pm
|
robocolumn:
|
@kemulholland Remember colleague used to turn up for meetings with cappuccino cake. He sure was popular. #tcchat |
|
5:07 pm
|
hletutour:
|
@2moroDocs No problem! Pleasure is mine ;-) #tcchat |
|
5:10 pm
|
2moroDocs:
|
@kemulholland @robocolumn Yep. Never underestimate the power of home-made cookies #tcchat |
|
5:11 pm
|
2moroDocs:
|
@debbieangel Thanks so much for coming, Debbie, and being our guest. Your input was very helpful! #tcchat |
|
5:12 pm
|
2moroDocs:
|
@kemulholland @robocolumn That's definitely a way to be proactive! Work in some fun as well #tcchat |
|
5:14 pm
|
kemulholland:
|
#tcchat Thx all, for sharing your insights - as usual, a gr8 chat. Lots of wonderful ideas! |
|
5:14 pm
|
2moroDocs:
|
@robocolumn Thanks! I sure hope it helps. I think we've had some other ideas today. Any others would b great. An ongoing concern. #tcchat |
|
5:16 pm
|
2moroDocs:
|
@kemulholland Thanks for attending today, Karen. Great ideas, as always. #tcchat |
|
5:17 pm
|
2moroDocs:
|
I don't know abt anyone else, but I follow these chats in 3 places. When one doesn't work, I go to another. #tcchat |
|
5:20 pm
|
2moroDocs:
|
Great S1 of #tcchat today! Thx to @knowledgebishop and @juliov27612 for their posts last week that spurred today's topic. #tcchat |
|
5:21 pm
|
robocolumn:
|
@2moroDocs No problem. I arrived late but the 30 mins I saw produced some excellent ideas. #tcchat |
|
5:21 pm
|
2moroDocs:
|
Any other questions or comments for the moment? #tcchat |
|
5:22 pm
|
askdesigncsi:
|
RT @KnowledgeBishop: Thanks @larry_kunz: It's true - Quality #techcomm can reduce #custserv costs AND increase satisfaction. #tcchat |
|
5:23 pm
|
2moroDocs:
|
I also posted some links yest regarding standards on a larger scale, in case ur interested. One was for W3C and another for OASIS. #tcchat |
|
5:23 pm
|
KnowledgeBishop:
|
@2morodocs So glad to hear it was a HIT! Can't wait to read the transcript. #tcchat. |
|
5:24 pm
|
2moroDocs:
|
The #tcchat Daily is out - read this Twitter newspaper on http://bit.ly/cmIR1t (8 contributions today) |
|
5:25 pm
|
2moroDocs:
|
@robocolumn I'm glad u were able to attend! Your comments helpful, as usual. Yes, many good points 2day. Will create a bullet list #tcchat |
|
5:27 pm
|
2moroDocs:
|
@knowledgebishop I'm glad you wrote that post. Great idea, & it raised impt issue. Many good ideas today. #tcchat |
|
5:28 pm
|
kemulholland:
|
@2moroDocs and thank you for moderating! I look forward to #tcchat each week - I learn so much from everyone! |
|
5:28 pm
|
gryphmount:
|
@2moroDocs Got distracted by work halfway thru. Thanks for hosting a good topic. #tcchat |
|
5:32 pm
|
2moroDocs:
|
@kemulholland @gryphmount YW! These #tcchat sessions are helpful cuz of everyone's participation. So *thank you* to everyone! |
|
5:34 pm
|
2moroDocs:
|
Thanks to all that attended, participated, viewed, and later review transcripts! #tcchat I'll go get the S1 transcripts ready now. |
|
5:45 pm
|
TC_Chat:
|
Transcripts for S1 of today's #tcchat: How TWs Can Be More Proactive http://bit.ly/bCa1PM Exc input! Thx everyone! #techcomm |
|
5:45 pm
|
2moroDocs:
|
Transcripts for S1 of today's #tcchat: How TWs Can Be More Proactive http://bit.ly/bCa1PM Exc input! Thx everyone! |
|
5:46 pm
|
robocolumn:
|
RT @TC_Chat: Transcripts for S1 of today's #tcchat: How TWs Can Be More Proactive http://bit.ly/bCa1PM Exc input! Thx everyone! #techcomm |
|
6:03 pm
|
cebrouillard:
|
RT @TC_Chat: Transcripts for S1 of today's #tcchat: How TWs Can Be More Proactive http://bit.ly/bCa1PM Exc input! Thx everyone! #techcomm |
|
6:22 pm
|
docboxwriter:
|
RT @cebrouillard: RT @TC_Chat: Transcripts for S1 of today's #tcchat: How TWs Can Be More Proactive http://bit.ly/bCa1PM #techcomm |
|
6:31 pm
|
cfidurauk:
|
RT @TC_Chat: Transcripts for S1 of today's #tcchat: How TWs Can Be More Proactive http://bit.ly/bCa1PM Exc input! Thx everyone! #techcomm |
|
7:11 pm
|
2moroDocs:
|
@robocolumn @cebrouillard @docboxwriter @cfidurauk Thanks for the RTs of today's S1 of #tcchat. Much appreciated! |
|
7:11 pm
|
TC_Chat:
|
@robocolumn @cebrouillard @docboxwriter @cfidurauk Thanks for the RTs of today's S1 of #tcchat. Much appreciated! |
|
7:31 pm
|
ihearttechdocs:
|
RT @2morodocs: Transcripts for S1 of today's #tcchat: How TWs Can Be More Proactive http://bit.ly/bCa1PM Exc input! Thx everyone! |
|
10:02 pm
|
sarahmaddox:
|
@2moroDocs Hallo Julie, this time zone thing is confusing me. :) What time is today's #tcchat - do you know the Sydney time? |
|
10:08 pm
|
2moroDocs:
|
@sarahmaddox I think it's 1 pm Sydney time. Still 7 pm PDT. Our clocks haven't changed yet. So same time as last week 4 you #tcchat |
|
10:09 pm
|
sarahmaddox:
|
@2moroDocs Thanks Julie! We're in the middle of the great Atlassian doc sprint here. I'll try to rope in some of the sprinters to #tcchat :) |
|
10:45 pm
|
2moroDocs:
|
@sarahmaddox Cool! I'll RT some time zone info. What happened: clocks chgd in Europe last wkend. Chg here this wk. Transitioning! #tcchat |
|
10:53 pm
|
2moroDocs:
|
RT @2morodocs: Time zone refs. Real-time map: http://www.worldtimezone.com/ Converter: http://www.timezoneconverter.com/ #tcchat |
|
10:53 pm
|
TC_Chat:
|
RT @2morodocs: Time zone refs. Real-time map: http://www.worldtimezone.com/ Converter: http://www.timezoneconverter.com/ #tcchat |
| |
|
November 5, 2010
|
|
1:00 am
|
KnowledgeBishop:
|
In one hour, join host @2moroDocs for a #TCchat on how #TechComm can be MORE proactive! (Session 2) |
|
1:06 am
|
iluvMarthasVY:
|
RT @KnowledgeBishop: In one hour, join host @2moroDocs for a #TCchat on how #TechComm can be MORE proactive! (Session 2) |
|
1:22 am
|
kirstyt:
|
@KnowledgeBishop @2moroDocs I have a midday meeting today, won't be able to make #TCchat :( |
|
1:47 am
|
2moroDocs:
|
@kirstyt You'll be missed today! I'll post the transcripts afterward - #tcchat |
|
1:47 am
|
TC_Chat:
|
15 mins to start of S2 of #tcchat: How Can TWs be More Proactive? #tcchat #techcomm |
|
1:48 am
|
2moroDocs:
|
15 mins to start of S2 of #tcchat: How Can TWs be More Proactive? #tcchat |
|
1:50 am
|
2moroDocs:
|
RT @tc_chat: Transcripts for S1 of today's #tcchat: How TWs Can Be More Proactive http://bit.ly/bCa1PM Exc input! Thx everyone! |
|
2:00 am
|
2moroDocs:
|
Ok ? here we go! Welcome to S2 of today?s #tcchat! Topic: How Can Tech Writers Be More Proactive? #tcchat |
|
2:00 am
|
2moroDocs:
|
Reminders: please don?t use #techcomm tag. It will overwhelm it. Add #tcchat to your tweets. Thx! Also, no proprietary info! |
|
2:01 am
|
2moroDocs:
|
Main topics for today: biz expectations, ideas for becoming more proactive, working on standards #tcchat |
|
2:01 am
|
2moroDocs:
|
Hi everyone - #tcchat |
|
2:02 am
|
2moroDocs:
|
Will start w/ques 1 and some of the info from earlier session #tcchat |
|
2:03 am
|
2moroDocs:
|
Q1: What are some biz expectations that companies & IT depts have for tech comm? Ex: costs? #tcchat |
|
2:05 am
|
2moroDocs:
|
Some items that came up were costs, yes. Also value. What dev & non-writers produce. #tcchat |
|
2:08 am
|
2moroDocs:
|
thoughts on value: team up w/support staff. reducing support calls. reduce volume of docs. #tcchat |
|
2:10 am
|
2moroDocs:
|
checking the info... #tcchat |
|
2:15 am
|
2moroDocs:
|
I'm going to recap notes from earlier. Get my work done early - #tcchat |
|
2:17 am
|
2moroDocs:
|
re Q2: What business cases or arguments can TWs use to support their efforts? #tcchat (synopsis follows) |
|
2:18 am
|
roseacea:
|
A1: contribute to positive user experience; happy supported users = word of mouth referrals #tcchat |
|
2:19 am
|
sarahmaddox:
|
Hallo all in #tcchat Delighted to be here, in the middle of our doc sprint too! |
|
2:20 am
|
2moroDocs:
|
A2 (compilation): ck support call volume. use server logs/analytics to show usage. show how support calls solved by pointing 2 docs #tcchat |
|
2:20 am
|
sarahmaddox:
|
A2: #tcchat First we need to define the business requirements for the documentation. Then we can target our goals to meet them. |
|
2:22 am
|
2moroDocs:
|
A2 (con't): teaming with sales/marketing, UX professionals. #tcchat |
|
2:23 am
|
2moroDocs:
|
Hi @sarahmaddox & @roseacea Didn't see ya at first! was checking notes #tcchat |
|
2:24 am
|
2moroDocs:
|
@sarahmaddox Thanks for taking time from your sprint. Yikes! #tcchat |
|
2:26 am
|
2moroDocs:
|
@sarahmaddox Seems like there are two levels of biz goals. Docs alone. Larger co goals - both long & short-term #tcchat |
|
2:28 am
|
2moroDocs:
|
Think I'll jump to another ques. #tcchat |
|
2:28 am
|
2moroDocs:
|
Q3: What is the biggest hurdle TWs have in getting information or support they need? #tcchat |
|
2:29 am
|
2moroDocs:
|
We didn't discuss that as much earlier today #tcchat |
|
2:30 am
|
ms_marques:
|
A1: reduce support calls, increase customer sat #tcchat |
|
2:31 am
|
2moroDocs:
|
@roseacea thanks for doing so! #tcchat |
|
2:33 am
|
2moroDocs:
|
@ms_marques Hello! Thx for dropping by. Those are great examples #tcchat |
|
2:34 am
|
sarahmaddox:
|
A3: #tcchat I think the biggest hurdle is that people don't understand how much effort goes into writing a good fit-to-purpose doc set |
|
2:35 am
|
ms_marques:
|
Q3 ppl with info are busy with their own priorities. Need to be persuaded of doc priority #tcchat |
|
2:36 am
|
2moroDocs:
|
@sarahmaddox And I think that other dept goals can also come into play. Think it's impt to tie into mktg campaigns; coord w/support #tcchat |
|
2:37 am
|
ms_marques:
|
@2moroDocs thx... these #tcchat are interesting |
|
2:37 am
|
2moroDocs:
|
I think that techcomm has to step out of the box and go meet ppl more. Depts in the company. Users via diff avenues/methods #tcchat |
|
2:38 am
|
2moroDocs:
|
@sarahmaddox A3: Yep, education re that is ongoing. #tcchat Speaks to the value issue |
|
2:40 am
|
2moroDocs:
|
@ms_marques & these days, outside influences affect doc priorities as well. Diff than in prev years #tcchat |
|
2:42 am
|
2moroDocs:
|
I'm going to bring up another point/ques. It's about standards, & getting on committees, etc. #tcchat A way to be proactive |
|
2:43 am
|
2moroDocs:
|
Q4: Standards dev: can you think of ideas of how to get involved at a co, or on larger issues? #tcchat |
|
2:44 am
|
ms_marques:
|
@2moroDocs I agree! Your network should be more than tc, dev, qa... meet sales, support, marketing, ... #tcchat |
|
2:45 am
|
sarahmaddox:
|
@2moroDocs #tcchat Good point! Join special interest groups or forums. Be prepared to accept the resulting work. All valuable for the docs |
|
2:45 am
|
2moroDocs:
|
I wonder. In this day and age, are there more opps in a company to get involved in standards discussions? So much chg evolving now #tcchat |
|
2:45 am
|
billswallow:
|
A4: Know your internal channels & get involved without stepping on toes. Find allies thru conversation & grow influence organically. #tcchat |
|
2:46 am
|
2moroDocs:
|
Finally! that tweet went out. sorry for the delay! #tcchat |
|
2:46 am
|
sarahmaddox:
|
#tcchat Also find out what communication channels people are using e.g. del.icio.us bookmarking |
|
2:47 am
|
2moroDocs:
|
@ms_marques One thing I'm really noticing. Mktg using & driving socmed. Think that if TWs want to use more, def team up w/mktg #tcchat |
|
2:47 am
|
ms_marques:
|
A4... find out what issues are challenging your broader co network and get involved #tcchat |
|
2:48 am
|
2moroDocs:
|
mktg, mktg, mktg - more than ever. Came up earlier that salesppl use docs as selling points. Why not b more proactive w/sales & mktg #tcchat |
|
2:49 am
|
ms_marques:
|
A4 find or start a brainstorming group on a common interest #tcchat |
|
2:49 am
|
2moroDocs:
|
@billswallow Hi, Bill. Thanks for dropping by - #tcchat |
|
2:49 am
|
billswallow:
|
Teaming up with other groups is well and good, but you also need to build your own presence. #tcchat |
|
2:50 am
|
2moroDocs:
|
@billswallow Good advice. It can take time, for sure. #tcchat |
|
2:51 am
|
billswallow:
|
Prob w/ sales & mktg using docs as selling points: not what they were designed for. Need to work w/ them to design for that purpose. #tcchat |
|
2:51 am
|
techcommdood:
|
@2moroDocs Howdy. I keep missing these so when I saw it happening I jumped right in. #tcchat |
|
2:52 am
|
2moroDocs:
|
@sarahmaddox Good pt yourself! I hadn't thought about going out to SIGs more & bringing that back in. Sheesh! Of course! #tcchat |
|
2:52 am
|
techcommdood:
|
And apparently using Tweetdeck changes who I post as. Lovely. #tcchat |
|
2:52 am
|
techcommdood:
|
Prob w/ sales & mktg using docs as selling points: not what they were designed for. Need to work w/ them to design for that purpose. #tcchat |
|
2:52 am
|
AngelosTzelepis:
|
@techcommdood Tweetdeck won't let me DM you. And others. #tcchat |
|
2:52 am
|
techcommdood:
|
Teaming up with other groups is well and good, but you also need to build your own presence. #tcchat |
|
2:53 am
|
ms_marques:
|
@2moroDocs technical marketing, especially, has overlapping needs #tcchat |
|
2:53 am
|
techcommdood:
|
A4: Know your internal channels & get involved without stepping on toes. Find allies thru conversation & grow influence organically. #tcchat |
|
2:53 am
|
2moroDocs:
|
Just thought of something. Might be helpful in doc depts for ppl to specialize more. So team a group of experts, not generalists #tcchat |
|
2:55 am
|
2moroDocs:
|
@billswallow For sure! #tcchat |
|
2:55 am
|
techcommdood:
|
Specialization is key, but can't silo the knowledge with one person. Need to do both. X-training is critical. #tcchat |
|
2:57 am
|
2moroDocs:
|
@techcommdood Ex of what I was thinking of. Sales rep showed me where to find online docs b4 leaving store w/purchase. No chg 2 docs #tcchat |
|
2:58 am
|
2moroDocs:
|
@techcommdood Agreed. Need to avoid silo - #tcchat |
|
2:59 am
|
techcommdood:
|
@2moroDocs Fine to point prospects to docs, but specifically as sales tools, not as effective if sales wasn't thought of in design. #tcchat |
|
2:59 am
|
ms_marques:
|
@2moroDocs On a related note - to evaluate whether you have the right skills and levels on your team. And work on the gap #tcchat |
|
3:00 am
|
2moroDocs:
|
@techcommdood For now, perhaps, just focus on having them tell customers where 2 find docs online. Show them as a feature of product #tcchat |
|
3:01 am
|
2moroDocs:
|
@ms_marques Good point. Review team capabilities vs goals, workload, find out what ppl interested in learning. Go from there? #tcchat |
|
3:02 am
|
sarahmaddox:
|
#tcchat We could do some proactive searching of online channels (Twitter especially) to see how and where the docs are mentioned... |
|
3:02 am
|
sarahmaddox:
|
#tcchat Every mention, good or bad, shows that people care about the docs |
|
3:02 am
|
ms_marques:
|
@techcommdood Also have sure docs speak to the value, and not just procedures and reference #tcchat |
|
3:02 am
|
techcommdood:
|
@2moroDocs Well, yeah. If you have docs, they should be pointed to. ;) But they'll be more effective as sales tools if planned. #tcchat |
|
3:03 am
|
2moroDocs:
|
@techcommdood Agreed. I see what you mean. Another thought ... #tcchat |
|
3:03 am
|
techcommdood:
|
@ms_marques Not just the gaping gaps though, but gaps among members. Everyone can't know everything, but >1 per thing = critical. #tcchat |
|
3:04 am
|
2moroDocs:
|
If a product launch is planned, can work w/mktg, sales, support & have docs ready to support a rollout. Docs still docs. #tcchat |
|
3:05 am
|
2moroDocs:
|
#techcommdood But - that's still different than setting up docs w/sales in mind during design process, as you note #tcchat |
|
3:05 am
|
techcommdood:
|
@2moroDocs Absolutely. That's the planning part I'm speaking to. Part of the audience/purpose analysis phase. #tcchat |
|
3:06 am
|
techcommdood:
|
@ms_marques Yes, that's the key when using docs in a UA *and* a sales/mktg manner. Easy to plan for and incorporate both. #tcchat |
|
3:07 am
|
ms_marques:
|
@2moroDocs skill gap: determine need, then see who's interested to learn #tcchat |
|
3:07 am
|
techcommdood:
|
@ms_marques Just need to be mindful at the onset. #tcchat |
|
3:08 am
|
sarahmaddox:
|
@techcommdood @2moroDocs #tcchat Collaborate with mkting e.g. they do the videos, we embed them in our docs / release notes |
|
3:08 am
|
2moroDocs:
|
@techcommdood Makes sense. Now I'll start pondering that. Thx! I always come up with new things to think abt after these chats #tcchat |
|
3:08 am
|
techcommdood:
|
Also on skills gap: don't be afraid to reach out to other depts for those skills. Docs depts need not be silo/be-all end-all. #tcchat |
|
3:09 am
|
techcommdood:
|
@sarahmaddox Good plan. Better is to collab w/ them in creating with joint use in mind. Also, consider UA beyond docs. #tcchat |
|
3:10 am
|
2moroDocs:
|
@sarahmaddox Yes! Exactly. That would sure knock down a silo or two. #tcchat |
|
3:11 am
|
techcommdood:
|
Docs=classic form of UA, and are most times necessary, but may not always be optimal delivery. Those mktg videos *might* be. + other #tcchat |
|
3:11 am
|
2moroDocs:
|
@techcommdood Great idea. #tcchat |
|
3:12 am
|
ms_marques:
|
@2moroDocs level 2 low? Communicate what's needed to reach the next level & put a plan in place. Can motivate. #tcchat |
|
3:12 am
|
techcommdood:
|
Many many options to explore. Evolution of media really gives us tons of options. Great time to be in UA. #tcchat |
|
3:13 am
|
ms_marques:
|
@techcommdood I agree! Don't want any bottlenecks #tcchat |
|
3:13 am
|
2moroDocs:
|
Maybe docs depts should host an open-house sometime, or something like that to meet w/other groups. #tcchat |
|
3:14 am
|
2moroDocs:
|
TWs are the communicators. We can talk to diff groups/teams, find common ground/skills & go from there. #tcchat |
|
3:14 am
|
sarahmaddox:
|
@2moroDocs #tcchat That's a very good idea! Even get them involved in actually writing a doc. |
|
3:15 am
|
techcommdood:
|
@2moroDocs I disagree to a degree. TWs are *some* communicators. Sales, Mktg, Support, etc. are also powerful communicators. #tcchat |
|
3:15 am
|
2moroDocs:
|
@techcommdood Agreed. We need to think more about comm style of audience & presenters. Some prefer video, spoken & others written. #tcchat |
|
3:16 am
|
techcommdood:
|
@2moroDocs Open house doesn't work. Attracts those already interested/involved. Best way: grow influence organically thru collab. #tcchat |
|
3:18 am
|
2moroDocs:
|
@sarahmaddox That would be interesting. Then all groups would def see what could be brought to the table & not duplicated #tcchat |
|
3:18 am
|
techcommdood:
|
Some of the best docs I've been involved in were authored mainly by developers, with TWs as coaches/editors/mentors. #tcchat |
|
3:19 am
|
2moroDocs:
|
@techcommdood But if you're in a company where that isn't the case, maybe it's a starting point. Case-by-case? #tcchat |
|
3:20 am
|
2moroDocs:
|
@techcommdood Very true! I was thinking more in line of talking to diff groups, finding info so left hand knows what right is doing #tcchat |
|
3:20 am
|
techcommdood:
|
Granted it was SDK docs, but still, harness the SMEs, don't chase them. Wagon moves faster with team of horses, not a band or herd. #tcchat |
|
3:22 am
|
ms_marques:
|
Great conversation, but I gotta go. Looking forward to the next #tcchat |
|
3:23 am
|
2moroDocs:
|
@ms_marques Thanks for coming by! #tcchat |
|
3:24 am
|
2moroDocs:
|
@techcommdood Makes sense. I think that, in some companies, can be very diff to get access to SMEs sometimes. A prob #tcchat |
|
3:25 am
|
techcommdood:
|
@2moroDocs Right. See earlier tweet about finding advocates, exploring safe channels, and growing visibility/influence. :) #tcchat |
|
3:28 am
|
2moroDocs:
|
@techcommdood Exc advice. #tcchat |
|
3:29 am
|
techcommdood:
|
@2moroDocs Thanks for the #tcchat! I'm about ready to fall asleep at the keyboard. ;) 11:30pm here. |
|
3:30 am
|
2moroDocs:
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I'm going to have to close this for today. :( Fam duties! Thanks to everyone for stopping by today! Much appreciated - #tcchat |
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3:31 am
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2moroDocs:
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@techcommdood Oh my gosh! Thanks for staying up so late. I'm glad you were able to drop in - #tcchat |
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3:32 am
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techcommdood:
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@2moroDocs Thanks for hosting! #tcchat |
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3:32 am
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sarahmaddox:
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@techcommdood #tcchat That's dedication :) Nice chatting to you. |
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3:33 am
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sarahmaddox:
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@2moroDocs #tcchat Thanks so much Julie! See you next week. |
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3:33 am
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2moroDocs:
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@sarahmaddox Thanks for dropping by in the midst of your sprint! #tcchat |
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3:53 am
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techcommdood:
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@sarahmaddox It was fun! See you around online. :) #tcchat |
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4:32 am
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McCulleyCuppan:
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RT @2moroDocs: @techcommdood Agreed. We need to think more about comm style of audience & presenters. Some prefer video, spoken & others written. #tcchat |
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4:40 am
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McCulleyCuppan:
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@techcommdood I'm sorry I missed out on #tcchat. What a great topic! Writers & SMEs need to be together early in proj, not only @ last min. |
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7:35 am
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Urs_Klenke:
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RT @techcommdood: Also on skills gap: don't be afraid to reach out to other depts for those skills. Docs depts need not be silo/be-all end-all. #tcchat |
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7:35 am
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Urs_Klenke:
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RT @techcommdood: Docs=classic form of UA, and are most times necessary, but may not always be optimal delivery. Those mktg videos *might* be. + other #tcchat |
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11:47 am
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dmnguys:
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RT @techcommdood: Skills gap: don't be afraid to reach out to other depts for skills. Docs depts need not be silo/be-all end-all. #tcchat |
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5:24 pm
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2moroDocs:
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The #tcchat Daily is out - read this Twitter newspaper on http://bit.ly/cmIR1t (3 contributions today) |
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9:05 pm
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2moroDocs:
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RT @kristil: RT @stcuux Part 7: W3C Mobile Web Best Practices and HAT-Based Mobile http://ow.ly/34UZ0 #ux cc @2moroDocs #tcchat |
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9:05 pm
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TC_Chat:
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RT @kristil: RT @stcuux Part 7: W3C Mobile Web Best Practices and HAT-Based Mobile http://ow.ly/34UZ0 #ux cc @2moroDocs #tcchat |
