Yes but I have my phone – ASTC 2017

I’m attending the Technical Communicators Conference 2017, the annual conference of the Australian Society for Technical Communication (ASTC). This post is a live blog of a session at the conference. In other words, I’m writing as the presenter speaks. Any mistakes are mine, and all credit goes to the presenter.

Grant Mackenzie presented a session with the enticing title of Yes but I have my phone. I didn’t take any notes during this talk, as the conference organiser asked us to put away all pens and laptops. The point of the session was that you can do everything with a mobile device. I guess I could have taken notes on my phone, but somehow that seems to me like I’m paying less attention to the speaker than when I’m using my laptop. Something to do with the focus of attention and the posture required to take notes on a tiny screen. Entering text on a mobile screen also takes more time than typing, even though I’m an adept swiper. In fact, I’m writing this post on my mobile device, while on the bus on the way home from the conference. So, for me anyway, this is one use case when a laptop, or at least a keyboard, is better than a mobile screen.

Back to Grant’s presentation, which was lively and packed with information. The main thrust of the talk was that you can use a mobile device to create engaging, informative content. In particular, Grant demonstrated the use of various apps to create professional videos and photo-based art, complete with green screen effects and good audio.

Release notes came up again – they’ve been popular in this year’s conference. Grant’s approach is to have two important people in the company talk through the items in the release notes, while illustrating the features on screen, either behind the speakers by use of the green screen, or fullscreen using the speakers’ words as voice over.

We also saw some cat videos. 🙂

Thanks Grant. Your presentation was a thing of beauty.

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The vibe of XSL-T at ASTC 2017

I’m attending the Technical Communicators Conference 2017, the annual conference of the Australian Society for Technical Communication (ASTC). This post is a live blog of a session at the conference. In other words, I’m writing as the presenter speaks. Any mistakes are mine, and all credit goes to the presenter.

Tony Self presented a session called The Vibe of XSL-T. Tony’s plan is to show us where XSL fits in the XML universe, and then where XSL-T fits in and where it’s useful. He demonstrated, by asking the audience, that most of us were using XML to store at least some of our content. Another of Tony’s goals is to discuss the level of expertise we need, to use XSL-T.

What is XML?

XML is a format for storing information.

XML tags are generally semantic, which means a human being can generally understand its purpose by reading it. Unfortunately, some designers of XML documents don’t necessarily follow that best practice.

Tony edited a .pptx file (a PowerPoint presentation) in a text editor, and demonstrated that you can change the content of a presentation by editing the XML as a text format. Understanding that Office documents are essentially XML underneath gives you some power.

The help format known as .chm is also an XML-based format. Internet Explorer, which has been able to render XML for years, can therefore render the content.

XML is a common way of storing information. A useful ramification is that you can write reports based on the XML.

XML is more like a family of languages rather than a specific language. It’s a set of rules for creating a language. Most XML languages are semantic in nature, in that they define concepts such as dogs, breeds, height, weight, and so on. There are standards for creating XML languages, and strict validation rules to enforce them. The rules are stored in a DTD (document type definition) or an XSD (schema definition). XML is Internet-friendly. The XSD, XSL, and XML files can all be stored in different location.

The rules and standard patterns mean that all tools that understand XML can also understand all forms of XML. For example, editors, browsers, VCRs.

What is XSL?

There are a few types of XSL:

  • XSL-T: transforms a document from one format to another, where the format is some form of text-based content. XSL-T  determines how the data is arranged, which data is omitted, and so on.
  • XSL-FO: transforms a document to some type of page-oriented medium, such as PDF. For example, you can convert a file to Apache-FOP and then PDF, using a process controlled by Ant.
  • XPath: finds information in an XML document. You use it to navigate through elements and attributes in an XML document, and retrieve the part of the document that matches your search criteria.

More about XML

XML is beautifully organised, making it simple to use. Most of the XML standards are still in version 1, a testament to the care taken with the original design.

Tony walked us through some examples of XML, and of using XSL-T to transform a document into an HTML page.

Thank you Tony for a good overview of XML technology.

Writing micro-content – ASTC 2017

I’m attending the Technical Communicators Conference 2017, the annual conference of the Australian Society for Technical Communication (ASTC). This post is a live blog of a session at the conference. In other words, I’m writing as the presenter speaks. Any mistakes are mine, and all credit goes to the presenter.

Margaret Hassall presented a session entitled Writing micro-content, or Writing content for people in a hurry. She talked about headings, Twitter, and content.

We need to figure out whether people are reading our content, and how much of it they’re reading. Take into account the fact that people scan content. Margaret touched on Nielson’s research on eye tracking, showing the areas of a page on which people spend most time.

Even given the new technology like Twitter and mobile phones, the basic principles of content creation haven’t changed. Be concise, and consider your audience. People just want to get in, get the information, and get out. Push for plain language and fewer words. Add headings, shorten your sentences, add pictures. Most importantly, figure out your audience and write for them. Consider why they need the release information.

Margaret’s pet peeve is release notes. When reading release notes, readers want to know what’s changed and how the change affects them. Many release notes are full of content and make the relevant information hard to find. Margaret walked us through some examples of release notes, pointing out good and bad aspects of each, from a technical communication point of view. Comments that came up:

  • The order of the issues listed in the release notes. Should the items be in order of the issue number, the description, other…?
  • Grouping of issues by category.
  • Clear indication of whether the item is about a feature or a bug fix.
  • Inclusion of a bug number for reference.
  • Link back to the issue tracker.
  • Changing of the description, so that it no longer matches the original issue description. This can cause a problem for customers who can’t match the fix against the reported problem.

Margaret discussed the possibility of including tech writers in issue management. We could, for example, write better titles or better descriptions. Sometimes the title of the bug describes the problem as understood by the user, but when the issue is fixed, we find that the title no longer adequately describes the problem.

It all boils down to considering your audience and why they need the release information, then presenting the information to them in a clear, concise document.

Margaret also touched on headings in a document, and on subject lines in email messages.

Thanks to Margaret for these interesting insights into release notes and other documents that people are likely to read in a hurry.

Documenting the tools you use – ASTC 2017

I’m attending the Technical Communicators Conference 2017, the annual conference of the Australian Society for Technical Communication (ASTC). This post is a live blog of a session at the conference. In other words, I’m writing as the presenter speaks. Any mistakes are mine, and all credit goes to the presenter.

Swapnil Ogale presented a session titled How do you document the tools you use? His presentation was about being a technical writer on a product that you also use.

A quick look at some tools with good docs

These are the tools Swapnil uses regularly, for both business and personal use:

  • Snagit
  • Meetup
  • Slack
  • Confluence
  • Pocketbook (an expense budgeting tool)

All the above products provide a decent set of documentation and tutorials. Swapnil gave us a quick overview of the help/documentation systems provided by each tool. In some cases, he said, the documentation was easier to use than the actual product.

Introducing rounded (a software application)

Swapnil also uses a software application called rounded, and has contributed to the documentation for the application. Rounded is an accounting tool designed and built by Australian freelancers and sole traders.

When Swapnil started using rounded, he found that there was no documentation, and some of the UI was a little confusing. So he got in touch with the company and offered his help. They hadn’t considered the need for documentation up to that point.

Experiencing rounded as a customer

Swapnil talked about his initial experiences as a product user:

  • He didn’t know what to expect from the product. Up to that point, he’d been using a collection of spreadsheets for accounting. He was looking for something to make things easier.
  • It wasn’t clear why he should use the product.
  • He needed an overview of features that would help make his freelancing life easier. Timetracking was the number one feature he was looking for. Another was reporting.
  • He wanted to know if the product supported automation, such as breaking his work into smaller elements of time.

Luckily, rounded did cover all his needs. He had some questions though, and he thought it was likely other users had the same questions. Hence his offer to create the docs.

Documenting rounded

The client brief that rounded gave to Swapnil was:

Create content that describes how to use the product, is simple to read and understand, and makes it easy for new users to learn the product.

They needed something that was a simple as spoken language, rather than technical.

Swapnil created an information plan (just one or two pages describing expectations and deliverables). He created a design prototype in the form of a wireframe, using a tool called Pencil.

The early workflow: To draft the documentation, he used Gitbook. When the client was satisfied with the drafted content, they copied it and pasted it into WordPress, and used WordPress as their publishing platform.

The current workflow: Swapnil uses Google Docs to draft content, which makes commenting and reviews easy. Then the client copies the content and publishes it to Intercom.

The ongoing story of the docs

When Swapnil first created the docs, he documented his own workflow and use case. Then he needed to think about how other customers were using the product and what their needs were. To find the answers, he looked at some customer feedback. Some of the feedback was useful, but some of it was way off topic. Next, he talked to the analytics team. They had useful data on the way recent changes in the UI had changed customers’ approach to the product.

The customer requested a change in voice and tone of the content. They wanted a more conversational language, and Swapnil did his best to satisfy that requirement.

Another request from rounded was to add the “so what” factor. The docs should help customers understand why they should do something. For example, why would you want to create an invoice. Look at real customer examples to provide relevant content. Swapnil recommends that you tell a story when creating the docs.

Thank you Swapnil for an interesting look at a tech writer’s experiences as both a customer and a documenter.

The wonder of walkthroughs – ASTC 2017

I’m attending the Technical Communicators Conference 2017, the annual conference of the Australian Society for Technical Communication (ASTC). This post is a live blog of a session at the conference. In other words, I’m writing as the presenter speaks. Any mistakes are mine, and all credit goes to the presenter.

Sonja McShane presented a session called The wonder of walkthroughs. This was her second talk at the conference. Nice work Sonja!

The problem that led Sonja to use walkthroughs was a very confusing experience that her company’s website presented to customers. Sonja demonstrated a tool called WalkMe. According to Walkme’s marketing content, the tool helps you to “foster optimal customer journeys, reduce needed support and ensure user adoption with intelligent guidance”. [Sarah’s note: It looks like a tool that helps you build a guided help experience on your application or website.] In Sonja’s session we saw a “quick tour”, a “help centre”, and a “show me how” walkthrough. In the “show me how”, for example, the user can click a button and follow the guided tour to complete fields on the form.

Using WalkMe, you can add tooltips, validate field values, and lead a user through a process. There are a number of other options too, including surveys, live chat, search, and more.

What about single sourcing? A walkthrough solution kind of does it for you. Because each piece of information is linked to the UI, this means that you don’t have to repeat the same information for each separate use case. The help content for the shared functionality uses the same tooltip or help item.

How do you choose which parts of the website need a walkthrough? Sonja’s team looks at user feedback, customer surveys, and other channels. WalkMe provides analytics and insights that help you see how your customers are using the site and the obstacles they encounter. You can use the output of the analytics to decide which walkthroughs to create next.

There are other tools available that offer similar functionality to that offered by WalkMe. [Sarah’s note: Try searching the web for “guided help tools” or “walkme alternatives”.]

Thank you Sonja for an introduction to a useful tool.

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