#tcchat

@2moroDocs: Twitter Chat Transcript: Social Media & Law http://bit.ly/gm4KJx #tcchat #techcomm #socialmedia

@TC_Chat: #tcchat news: S2 will be held 2moro. That's Weds: 6pm PT, 9pm ET - which is 11 am Thurs in Sydney. @ms_marques will b co-moderator #techcomm

@2moroDocs: #tcchat news: S2 will be held 2moro. That's Weds: 6pm PT, 9pm ET - which is 11 am Thurs in Sydney. @ms_marques will b co-moderator

@TC_Chat: #tcchat S1 will not be held 2moro (9am PT, noon ET, 5pm GMT). Have to cancel. Unavoidable. Sorry! S2 will still be held. Thx! #techcomm

@2moroDocs: #tcchat S1 will not be held 2moro (9am PT, noon ET, 5pm GMT). Have to cancel. Unavoidable. Sorry! S2 will still be held. Thx!

@2moroDocs: Topic for S2 #tcchat 2moro: Making Docs More Interactive and Interacting With Customers. Getting feedback, encouraging participation...

@TC_Chat: Topic for S2 #tcchat 2moro: Making Docs More Interactive and Interacting With Customers. Getting feedback, encouraging participation...

@ms_marques: RT @2moroDocs #tcchat news: S2 will be held Weds: 6pm PT, 9pm ET - which is 11 am Thurs in Sydney. @ms_marques will b co-moderator

@ms_marques: Using social media to engage customers in technical documentation http://ow.ly/4MGGS #tcchat

@ms_marques: A few different methods for getting customer feedback on documentation http://ow.ly/4MGI7 #tcchat

@TC_Chat: No #tcchat S1 today, but there will be a S2. See you later today! S2 is at 6pm PT, 9pm ET, and 11am (Th) in Sydney. Thx! #techcomm #atcomm

@2moroDocs: No #tcchat S1 today, but there will be a S2. See you later today! S2 is at 6pm PT, 9pm ET, and 11am (Th) in Sydney. Thx!

@juliov27612: RT @2moroDocs: No #tcchat S1 today, but there will be a S2. See you later today! S2 is at 6pm PT, 9pm ET, and 11am (Th) in Sydney. Thx!

@2moroDocs: @juliov27612 TY for the RT about today's #tcchat -

@TC_Chat: Join in! Resuming S2 of #tcchat 2day. In abt 5 hours. 6pm PT, 9pm ET, 11am Sydney, Melbourne. Topic: engaging w/customers #techcomm #atcomm

@2moroDocs: Join in! Resuming S2 of #tcchat 2day. In abt 5 hours. 6pm PT, 9pm ET, 11am Sydney, Melbourne. Topic: engaging w/customers

@juliov27612: RT @2moroDocs: Join in! Resuming S2 of #tcchat 2day. In abt 5 hours. 6pm PT, 9pm ET, 11am Sydney, Melbourne. Topic: engaging w/customers

@roseacea: RT @2moroDocs: Join in! Resuming S2 of #tcchat 2day. In abt 4 hours. 6pm PT, 9pm ET, 11am Sydney, Melbourne. Topic: engaging w/customers

@sarahmaddox: RT @TC_Chat: Join in! #tcchat 2day. 6pm PT, 9pm ET, 11am Sydney, Melbourne. Topic: engaging w/customers #techcomm #SydneyTechComm

@TC_Chat: Get ready! Last notice. Just ovr 1/2 hr away frm a new S2 of #tcchat! Join colleagues frm US/Can/Australia. See you there! #techcomm #atcomm

@2moroDocs: Get ready! Last notice. Just ovr 1/2 hr away frm a new S2 of #tcchat! Join colleagues frm US/Can/Australia. See you there!

@2moroDocs: Hmmm..... Thinking of a song for today's #tcchat. What should it be?

@2moroDocs: Found a song: Anchorage. It's one abt connecting w/old friends. I've missed these 'ol S2s! Looking 4ward 2 #tcchat http://bit.ly/1fJVU

@2moroDocs: RT @ms_marques: Using social media to engage customers in technical documentation http://ow.ly/4MGGS #tcchat

@2moroDocs: RT @ms_marques: A few different methods for getting customer feedback on documentation http://ow.ly/4MGI7 #tcchat

@2moroDocs: @roseacea Thanks for the RT about today's #tcchat!

@2moroDocs: Using Twitter in your docs: a slide presentation by @sarahmaddox: http://slidesha.re/isuGZ7 . #tcchat

@mojoneill: RT @2moroDocs: Using Twitter in your docs: a slide presentation by @sarahmaddox: http://slidesha.re/isuGZ7 . #tcchat

@2moroDocs: Video submittal example: http://bit.ly/bA5nRN #tcchat

@2moroDocs: @mojoneill Hey there! Thanks for the RT #tcchat

@mojoneill: @2moroDocs Hey Julie! Just doing my preparatory reading in anticipation of a great S2. :P #tcchat

@kmcniff: Song...You Got a Friend in Me? #tcchat @2moroDocs

@ritanorris: Waiting for chat to begin! #tcchat

@kmcniff: Fun video about customer/consumer divorce http://tiny.cc/2v9w2 #tcchat #techcomm

@2moroDocs: Hello everyone! Welcome to today’s S2 of #tcchat. The topic is customer participation and interaction with docs.

@ricksapir: Popping in for tonite's #tcchat! #techcomm

@2moroDocs: Reminders: Add #tcchat to your tweets. Avoid using the techcomm tag as it will overwhelm it. Thx! Also, no proprietary info!

@sarahmaddox: Hallo all, from Sarah in Sydney #tcchat

@mojoneill: RT @kmcniff: Fun video about customer/consumer divorce http://tiny.cc/2v9w2 #tcchat #techcomm

@2moroDocs: I’d like to welcome @ms_marques, who is co-moderating today. We’ll both pose questions and moderate discussions. #tcchat

@ms_marques: Hello Sarah, Hello Julie #tcchat

@2moroDocs: Welcome everyone! #tcchat

@mojoneill: @2moroDocs hola! #tcchat

@ms_marques: Thank you @2moroDocs #tcchat

@2moroDocs: Main topics: Obtaining feedback, encouraging participation, follow-up, and making docs interactive #tcchat

@sarahmaddox: @ms_marques Hallo Michele #tcchat

@kmcniff: Hi from Kath in Melbourne #tcchat

@2moroDocs: Thanks everyone for joining in today! #tcchat 1st ques coming

@ms_marques: Q1: Now need 2 engage users more. Not just asking 4 comments in a topic. What methods & channels can u use 2 obtain feedback? #tcchat

@mojoneill: I'm in the midst of selecting a HAT and it's a tough time to look at the traditional vendors. No answer to participation, inclusion. #tcchat

@sarahmaddox: A1: #tcchat Twitter is one option, since a certain set of readers are very active there

@2moroDocs: @kmcniff @ritanorris @sarahmaddox @ricksapir Hello all #tcchat

@sarahmaddox: @2moroDocs Halloooo Julie! #tcchat

@ricksapir: A1: Letting users vote up/down (a-la Digg) for bug fixes, enhancements, features, etc. is a pretty "low-fruit" method for inclusions #tcchat

@2moroDocs: @mojoneill That's surprising #tcchat Nothing at all?

@mojoneill: @ms_marques step 1: inclusion in std. means your comp. solicits feedback. step 2: solicit your own feedback. Step 3: schwag. ;) #tcchat

@2moroDocs: @sarahmaddox Hallo. Have missed these chats, for sure. #tcchat

@kmcniff: Yes, we are also struggling with choosing a HAT that supports SEO and user collaboration. #tcchat

@2moroDocs: @ricksapir That's a great idea. #tcchat

@ms_marques: Interesting idea, @ricksapir. Like a survey? #tcchat

@mojoneill: the whole world of social is marked by it's conspicuous absence from most tools. #tcchat

@sarahmaddox: A1: #tcchat There's a very interesting discussion about Madcap Feedback and Confluence here: http://bit.ly/jzFlMp

@2moroDocs: @kmcniff I wonder if you could use some of the SEO tools that are out there. Also, reviewing pg analytics & keywords #tcchat

@ms_marques: Not sure @mojoneil what you mean in step 1 #tcchat

@ricksapir: @mojoneill Not a survey per-se, but allowing to vote in bugtrackers. Things like bugzilla ,etc #tcchat

@mojoneill: @ms_marques @ricksapir like this? http://bit.ly/4C6OJD #tcchat

@Ninety7: @KMcNiff You could use Wordpress as a HAT. Great for indexes and search. Also allows users to be involved. #tcchat

@ms_marques: Q2: Are there ways to encourage participation in real-time? #tcchat

@mojoneill: @ms_marques if your comp. already conducts cust. satisfaction surveys, have a footprint in those. #tcchat

@Ninety7: Yeah @ricksapir @mojoneill You could use a Bubble-up or a Stack Overflow model for it. There are clones out there for WP and Joomla. #tcchat

@sarahmaddox: @ricksapir #tcchat Interesting idea! Put the documentation requests on bug tracker and make them public

@2moroDocs: @mojoneill Maybe it's just taking time to catch up. #tcchat

@ricksapir: @mojoneill No. Imagine a bug tracker + Digg where users "vote" for enhancements #tcchat

@2moroDocs: @ninety7 Agree with that! Love WordPress. There are also so many plugins you can add. #tcchat

@Ninety7: #tcchat @mojoneill @ms_marques @ricksapir And also this: http://stackoverflow.com/

@kmcniff: @Ninety7 Good idea, how do you manage links in Wordpress? Manually? #tcchat

@ricksapir: Something like http://bit.ly/lHe40x #tcchat

@sarahmaddox: A2: #tcchat Ha ha, offer people a T-shirt. Works every time. :)

@ms_marques: How about voting for doc enhancements? What topics most needed? #tcchat

@2moroDocs: @sarahmaddox @ricksapir Love the bug-tracking idea. I also like the apps for asking for input #tcchat

@kmcniff: @2moroDocs I think the problem is with the frames-based output of Robohelp and Flare.#tcchat

@ricksapir: @Ninety7 Yup. Uservoice, Getsatisfaction, etc. 100s of models #tcchat

@ritanorris: Users voting for enhancements would be interesting, if their votes carried weight in the dev process. #tcchatn #tcchat

@kmcniff: @2moroDocs @sarahmaddox @ricksapir I like this idea too! #tcchat

@Ninety7: @KMcNiff There are plug-ins that help make sure your links aren't broken. Also, once you publish a post, it's ID doesn't change. #tcchat

@ricksapir: @ritanorris Doesnt matter if their vote carries weight... only if there's the *perception* ;-) #tcchat

@ritanorris: A5: I think you do need to use them all -- the trick is how and when to use each ;-)n #tcchat

@2moroDocs: @kmcniff Yep. Twitter great for real-time. Facebook great for longer-lasting info; can deliver right to them. #tcchat

@mojoneill: What can video do? Before this guy, there was really only one vendor of $400-$500 consumer blenders: http://youtu.be/lAl28d6tbko #tcchat

@2moroDocs: @ritanorris Yes - and what your company will allow, or provide funding to build/maintain. #tcchat

@ritanorris: @2moroDocs @ritanorris Yep!n #tcchat

@sarahmaddox: Another way: go to your organisation's conferences, user groups, customer meetings. Say "hi, what do you think of our docs" #tcchat

@ritanorris: Video is interesting. I've been using it lately. There is an argument that it can get outdated quickly and needs redo. Thoughts?n #tcchat

@2moroDocs: About 15 mins left... #tcchat

@PattyBlount: @ritanorris Am facing this now. New rel. + have to update prev. release w/ new screens. #tcchat

@sarahmaddox: @ritanorris #tcchat Yes, video high maintenance. Need to select topics carefully.

@mojoneill: @sarahmaddox amen! #tcchat

@2moroDocs: @kmcniff Sorry I missed that earlier. Twitter absolutely a great way to ask users questions. Impt to engage on Twitter. Great for it #tcchat

@sarahmaddox: @PattyBlount Hallo Patty! #tcchat

@ms_marques: Q6: How might you prioritize and determine which participation & feedback methods to use? #tcchat

@Tunaranch: RT @sarahmaddox: Another way: go to your organisation's conferences, user groups, customer meetings. Say "hi, what do you think of our docs" #tcchat

@kmcniff: @sarahmaddox Tweets on the doc page is cool. Wonder if you can do this with Robohelp ;) #tcchat

@PattyBlount: @sarahmaddox @PattyBlount Hi, Sarah! *waves* #tcchat

@sarahmaddox: @KMcNiff #tcchat Do you have access to raw HTML in Robohelp? If yes, can embed a Twitter widget

@ricksapir: A5: Do easy stuff first. :) I find that most 21st century customers/consumers expect immediacy #tcchat

@sarahmaddox: @KMcNiff #tcchat Do you have access to raw HTML in Robohelp? If yes, can embed a Twitter widget #tcchat

@sarahmaddox: @ricksapir Yes! Low hanging fruit. #tcchat

@2moroDocs: My thought: engaging users will require use of mktg tactics. Go out: meet & greet virtual, conferences, etc. Then have docs ready #tcchat

@kmcniff: @PattyBlount @ritanorris Yep, we'll need to redo videos too. Sheesh. Users love them, what to do? #tcchat

@Ninety7: A6: You go where the users are. Find out what they use and use it. More effort with what gets results. Use analytics! #tcchat

@ricksapir: @2moroDocs I think "docs" is a 4-letter word. Need 2 think in terms of deliverables (tweets, forums, vid)-- not docs. #tcchat

@ricksapir: don't show them your docs, show them your real-language query search engine! users want answers -- not docs. #tcchat

@2moroDocs: A6: would it depend on the channel? The type (ongoing vs. real-time)? #tcchat

@kmcniff: A6: Good question. It's swirling bowl of soup. Which methods have most pay-back? #tcchat

@PattyBlount: YES! RT @ricksapir: I think "docs" is a 4-letter word. Need 2 think in terms of deliverables (tweets, forums, vid)-- not docs. #tcchat

@sarahmaddox: Can't find Q6 :) #tcchat

@techwriterme: RT @Ninety7: A6: You go where the users are. Find out what they use and use it. More effort with what gets results. Use analytics! #tcchat

@mojoneill: @PattyBlount I don't know about "docs", but PDF is a four letter word in my lexicon. :P #tcchat

@2moroDocs: RT @ms_marques: Q6: How might you prioritize and determine which participation & feedback methods to use? #tcchat

@ms_marques: @ninety7 Good suggestions! #tcchat

@sarahmaddox: @2moroDocs Thanks Julie! #tcchat

@kmcniff: @sarahmaddox Really? That's great, we'll give a twitter widget a try. #tcchat

@2moroDocs: We've discussed encouraging participation, follow-up, methods... 10 mins left. Anyone have something else to get in? #tcchat

@Ninety7: I started a Communications Team of myself, the Training Manager, and the Marketing VP. We meet monthly to determine how to engage. #tcchat

@2moroDocs: You can keep talking about any of these items, of course. Just opening it up or revisiting if you'd like #tcchat

@sarahmaddox: RT @mojoneill: @PattyBlount I don't know about "docs", but PDF is a four letter word in my lexicon. :P #tcchat

@ricksapir: Im curious - how do y'all measure 'success' of your doc or deliverable/tweet/forum/blog post/etc ? #tcchat

@PattyBlount: @2morodocs @ms_marques Prepare for all until you can collect stats on which are most worthwhile. It's too new to specialize. #tcchat

@kmcniff: Has anyone written a strategy doc about engagement for management? What to put in it, how to sell the ideas? #tcchat

@PattyBlount: @sarahmaddox @mojoneill @PattyBlount OOOOO, hate PDFs. #tcchat

@techwriterme: RT @Ninety7: I started a Communications Team of myself, the Training Manager, and the Marketing VP. We meet monthly to determine how to engage. #tcchat

@2moroDocs: @ninety7 That's a great idea. Have to break down walls within companies to engage users more easily, IMO #tcchat

@sarahmaddox: RT @kmcniff: Has anyone written a strategy doc about engagement for management? What to put in it, how to sell the ideas? #tcchat

@kmcniff: @Ninety7 That is such a good idea. Meeting regularly - because the ground keeps shifting. #tcchat

@ms_marques: RT @ricksapir: Im curious - how do y'all measure 'success' of your doc or deliverable/tweet/forum/blog post/etc ? #tcchat < good question!

@2moroDocs: @kmcniff You might want to check marketing Twitter chats. That's been an ongoing topic on those. #tcchat

@PattyBlount: @sarahmaddox @kmcniff Working on one RIGHT NOW :) #tcchat "Tech Info 2012" trends, etc.

@TheRealEdDawson: I wonder about response times on Twitter. Is it OK to leave questions (from other timezones) for 12 hrs overnight? #tcchat

@sarahmaddox: @PattyBlount Awesome! Will it be available online ;) #tcchat

@sarahmaddox: @TheRealEdDawson Hallo Ed! #tcchat

@2moroDocs: @ricksapir Guessing: pg analytics, other metrics for specific channels. #tcchat

@kmcniff: @ms_marques @ricksapir If a user says 'thanks', number of 'likes' and comments. Not very scientific measurements. #tcchat

@ricksapir: @2moroDocs Some stats seem useless. Is a blog post with 0 comments a failure? #tcchat

@mojoneill: @TheRealEdDawson IMO: no. That's twitter-theater. #tcchat

@PattyBlount: @sarahmaddox @PattyBlount Hm. Not in its current form, as it contains internal-only info, but I could sanitize it. #tcchat

@sarahmaddox: @TheRealEdDawson Response times on Twitter: IMO it's still a fluid, take-it-easy channel. If no reply, people try again or elsewhere #tcchat

@ricksapir: Or some combination of comments per reads divided by search ranking? #tcchat :)

@Ninety7: #tcchat @ricksapir @2moroDocs Comments are meaningless. You need page views and click-through.

@kmcniff: @ricksapir @2moroDocs No comments. Heartbreaking. Be good to see number of 'views'. #tcchat

@mojoneill: @TheRealEdDawson ...but it's something you may have to live with if there's no other way. #tcchat

@2moroDocs: @therealeddawson That would depend on company, product, real-time need, etc. IMO #tcchat

@ricksapir: @Ninety7 Comments are meaningless? I thought we were just talking about user-engagement via comments/forums/etc.? #tcchat

@DonaldHines: RT @ricksapir: don't show them your docs, show them your real-language query search engine! users want answers -- not docs. #tcchat #fb

@sarahmaddox: @ricksapir @Ninety7 LOL #tcchat

@Ninety7: #tcchat @ricksapir Meaningless metrics for usefulness of a topic or page. You can have 10 people commenting, with only 10 views.

@ritanorris: Docs are supposed to be answers. Loln #tcchat

@2moroDocs: An hour is up already! We're officially closing S2 #tcchat for today. Thanks, all, for coming! Keep talking if you'd like.

@2moroDocs: Thanks to @ms_marques for co-moderating today's #tcchat!

@ricksapir: @Ninety7 Hence my question.. eg if you want to have a doc twitter account, how to know if its useful? follower count/retweets/klout? #tcchat

@ms_marques: Hello everyone, it's been interesting co-moderating tonight's #tcchat... I'll be here off and on for a bit, but feel free to keep chatting

@kmcniff: Loved my first chat session. Off to lunch at George Columbaris' new restaurant. Have a great day all! #tcchat

@ricksapir: Thanks all #tcchat. Glad i was able to join for this one!

@mojoneill: @ricksapir I guess I'd see if I got any engagement there. Then I'd look at bit.ly to see if anyone clicks the linnks I add. #tcchat

@ritanorris: thanks everyone!n #tcchat

@sarahmaddox: @2moroDocs @ms_marques Thank you everyone! #tcchat grrrreat session

@PattyBlount: OK, #tcchat, must leave. BTW, I tweet #techcomm as @pattyblount2 but did not tonight because I was watching 2 chats at once.

@Ninety7: @ricksapir Oh. I thought you were talking about topic usefulness. Yeah, feedback through the vehicle is the best success. #tcchat

@2moroDocs: @pattyblount I'm impressed, Patty. Wow! 2 chats, 2 accounts #tcchat

@PattyBlount: Can't do 2 chats at once again. I'm dizzy right now :) @2moroDocs #tcchat #yalitchat

@2moroDocs: I'm so glad we were able to have another S2 #tcchat! Really appreciate everyone's attendance & thoughts. Great convos!

@mojoneill: @2moroDocs Thanks Julie and everyone. Great to see the ol' S2 gang again. :) #tcchat

@PattyBlount: @sarahmaddox Am aligning TC trends with our corp. goals to sell strategy. #tcchat

@2moroDocs: @ritanorris Thanks, Rita! B) #tcchat

@2moroDocs: @ricksapir Thanks for joining in today, Rick. #tcchat

@2moroDocs: @kmcniff Thanks for dropping by today. Great to know another writer in Australia! #tcchat

@2moroDocs: Note: transcripts will be posted tomorrow. I'll let you know when they're ready. #tcchat

@2moroDocs: @mojoneill Glad you could make it. Have missed S2 for sure. Will come up with a plan #tcchat

@2moroDocs: @ninety7 Thanks for joining in today! #tcchat

@2moroDocs: @therealeddawson Thanks for dropping by today! #tcchat

@ms_marques: thanks all for the gr8 #tcchat! looking forward to the transcript

@2moroDocs: I have to say... in case you noticed the name similarity. Yes, @ritanorris is my sister & also a tech writer (& QA analyst). #tcchat

@2moroDocs: @sarahmaddox Thanks for coming today, Sarah! #tcchat

@2moroDocs: @techwriterme Thanks for coming by today's #tcchat!

@2moroDocs: I hope I got everyone! Thanks again, all, for joining in today. #tcchat

@2moroDocs: Now tweetdoc isn't working. At least, not at the moment. And WTH is out for good. Will try later to get transcripts for yesterday's #tcchat.

@KaranSachar: #Adobe #RoboHelp 9.0.1 is now available! http://adobe.ly/jUILfh #techcomm #tcchat