One of the contributors in our online question-and-answer forum, Daniel Stevens, has a quirky and amusing style of writing. His entries are always relevant, but he nevertheless manages to inject some humour that makes for easy reading and invites quick responses from other forum users.
My first aim in writing this post was to share the fun of reading Daniel’s forum entries. Then I thought about the bigger picture. The idea of humour in an online help forum is an interesting phenomenon, especially for technical communicators.
First, the fun. Here’s a screenshot of one of Daniel’s posts, called Is there a flood control function on the “Like” button?
And here’s another, Why can’t I upload icons for new priority, issue and workflow step entries?
Have you encountered similar witty posts in user forums? What do you think about the idea of rewarding such entries? This particular forum, Atlassian Answers, is clever about awarding badges and points for popular questions and good answers. Each contributor to the forum builds up a “karma score”, which encourages people to keep contributing. So, should there be a specific score category for funny entries?
As one of my colleagues pointed out, the social review site Yelp invites readers to click a button saying whether a review is “useful”, “funny”, or “cool”. Should a user forum do the same?
If the forum starts rewarding humour entries, might that lead to irrelevant and silly content? My opinion is that there may be some of that, but on the whole people are in the forum to get a question answered, or to help other people with their questions. A touch of humour just makes the posts flow better, and most people will recognise that fact. People who don’t have a bent for humour won’t bother to spend the time trying to be funny. Or is that a naive assumption? 🙂
This week I attended the WritersUA 2011 Conference for Software User Assistance in Long Beach, California. On Tuesday it was my turn to present a session, called “Getting your readers involved in the documentation”. This post summarises my talk and offers you the opportunity to download the presentation in PDF form.
At Atlassian, we’ve been using social media in various ways, to make our documentation a living, interactive hub where people can find the answers to their questions, talk to us, talk to each other, and use the documentation as a tool to help each other.
Download the presentation
If you like, you can download a copy of my presentation in PDF form. I’ve put a lot of information and references into the speaker’s notes too.
- Download the slides in PDF form (1,642 KB): Getting your Readers Involved in the Documentation (slides only)
- Download the slides with notes in PDF form (1,196 KB): Getting your Readers Involved in the Documentation (slides with notes)
What’s in this post
The rest of this post is a summary of and discussion of my presentation, and of the condensed version that I showed people at the WritersUA peer showcase.
The social organisation
We know that organisations are becoming more social. Studies show that engaged customers buy more, are more likely to be satisfied with the product, and are more likely to help each other use the product.
In the same way, I’d like to propose that engaged readers will keep coming back to the documentation, are more likely to be happy with the documentation, and will use the docs as a tool to help each other.
The tools and ideas I discussed are:
- Using a wiki as the documentation authoring and publishing tool – Confluence. In our documentation and in my presentation I’m using Confluence wiki. But most of the tools and ideas are transferable to online documentation on any platform.
- Allowing readers to add comments to the documentation pages.
- Allowing various groups of people to edit your documentation, including community authors, all the company staff, customers, the whole wide world.
- Using wiki permissions to determine who can do what.
- Monitoring the updates via RSS feeds and wiki watches.
- Designing a contributor licence agreement, based on the Apache Contributor License Agreement, to protect the rights of all parties.
- Adding a Creative Commons copyright licence to the documentation pages. Ours is a Creative Commons by Attribution licence, which means that anyone can use the documentation for any purpose they like, provided they acknowledge us as the source.
- Using a web service that allows you to design an online feedback form, then grab the HTML to embed the form into your own documentation page – Wufoo. When people fill in information on your form, the data goes into the Wufoo database. You can then log in to Wufoo and see the results, get some statistics, and so on.
- Linking to blog posts written by community developers and authors from within your documentation. For example, the JIRA Tips of the Trade, the Crowd Tips of the Trade and the Confluence Tips of the Trade.
- Encouraging people to interact with your documentation via Twitter (Twitter.com).
- Rewarding contributors by giving them an online badge that they can add to their blogs or other social sites.
- Organising a doc sprint. This is an event, similar to the book sprints of the opensource world, where a group of people get together for a specific period of time to write a specific set of documentation. We have held two doc sprints, with participants working in our offices and remotely all over the world. We plan to hold more.
- Bringing back fond memories of a documentation-related event, and encouraging people to join in next time, by streaming photos of the event onto your documentation page directly from Flickr. Flickr is a web service where you can upload and share photographs with your community, friends and the world.
- Building fun, a game, a challenge and interactivity into your documentation. I demonstrated at the Dragon Slayer documentation.
The Dragon Slayer Documentation
The Dragon Slayer documentation is a set of installation instructions that we created to solve a specific problem. Atlassian, the company I work for, has a great set of products that you can set up to work together as an integrated development suite. At the moment, though, the integration process is long and complex. In fact, it’s painful. The products were not originally created to work together, and we’re developing the integration incrementally. The setup process is getting easier all the time, because our developers are working to improve the process.
In the meantime, we needed some documentation that leads people through the setup process, to create a specific environment with some good simple examples of the integration possibilities. This documentation does not replace the existing installation and upgrade guides for each product. Instead, it’s an additional tool to get people started quickly when they want to set up the full suite of products.
What’s more, because the process is long and complex, we wanted to turn the pain into fun. So we challenge people to come a slay the dragon. The dragon is, of course, the setup process.
A summary of the Dragon Slayer docs:
- There are 9 stages, corresponding to 9 pages. Each stage consists of many steps.
- We’ve taken pains sure ensure that the fun stuff is at the top and bottom of the pages. In between is good, solid technical writing – “how to” steps that we test rigorously, end-to-end, before making any updates, to ensure that the entire environment will work.
- There’s a pretty picture and some funny words (shamelessly cribbed from various online translations of Dante) at the top of each page.
- At the bottom of each page, we congratulate you on your victory and tell you what you have achieved so far.
- When you start out on the dragon quest, you meet Sir Charlie of Atlassian, whom you will recognise as the dude in the Atlassian logo. He is scantily clad and has only a staff to ward off the dragon.
- As you go through the stages, Charlie acquires armour and a sword, so that he is well equipped by the time he meets the dragon in stage 9.
- When you finish the dragon quest, you get a T-shirt. (A real one.)
- During the quest, you can intereact with other dragon slayers via Twitter. We’ve crafted some funny tweets that are a call to action. If you click the “Tweet” link, we prepopulate your tweet box with those words. You can delete or change them before tweeting. We also embed a live stream of tweets on the Dragon Slayer front page, so that people can see which dragon slayers are out there right now.
- Each page also has a number of links to the dragon slayers’ forum, where you can discuss any problems you encounter and swap ideas with other people going through the procedures at the same time as you.
The plan is that the Dragon Slayer documentation will morph into a set of quick, simple steps. The dragon may disappear entirely. Or maybe not. Watch this space. 😉
The WritersUA peer showcase
I presented a condensed version of the presentation at the WritersUA peer showcase on the last day of the conference. What happens at the peer showcase is that you sit at a table for two hours, and people drop by in groups or individually to see your project. So you need just a short demonstration. I focused on our use of Twitter in and around the documentation, and specifically on the Dragon Slayer documentation.
I was completely overjoyed when I won the award for the most innovative peer showcase project at the 2011 Conference for Software UA. Thank you so much to everyone who voted for our project, and to Atlassian for giving the technical writers the opportunity to do such fun stuff in our documentation.
I hope you find the attached presentation useful. Let me know what you think, and if you’re doing something similar.
Tags: atlassian, Confluence, doc sprint, Dragon Slayer documentation, dragons, engaging readers, games in documentation, humor, humour, social media, technical communication, technical documentation, technical writing, tips via Twitter, Twitter, Twitter and technical documentation, Twitter as a medium for release notes, user assistance, wiki, WritersUA, WuFoo
A thought struck me in the shower this morning. I laughed out loud. Perhaps only a technical writer would. 😉
The semicolon, hyphen and parenthesis. They’re the pariahs of our world. Yet they’ve got together and created a new semantic symbol. ; -)
Ready for a Friday chuckle?
I took this picture in a stairwell, then tweeted it:
I think that may be taking content management a little too far!!
Can’t tell if it’s a usability fail or win. ;P
LOL (laugh out loud)! 🙂