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New guide to developing technical documentation on a wiki

We’ve just published a new set of documents in our wiki’s user guide: Developing Technical Documentation on Confluence Wiki. We started writing the guide during our recent doc sprint. Since then, I’ve put it through a technical review and added some bits. Now it’s part of the “official” documentation. That’s a doc sprint win. 🙂

Designing and developing this suite of documents was a lot of fun and very interesting. The project serendipitously combined a number of aims, all rather different in nature:

  • Think up something to do in the doc sprint.
  • Involve other doc sprinters in the project, especially people from outside the company.
  • Spike a “use-case focused” guide and make sure the result is useful even though it’s a spike.
  • Tie together all the information we have in various spots, about writing technical documentation in a wiki.
  • Put the guide into the core Confluence documentation, so that it will be maintained and updated from now onwards.

People who worked on the guide during the doc sprint

A number of people collaborated on this guide. Two were Atlassians and the rest were people who joined the doc sprint in November:

…and others who reviewed the pages, working remotely in various spots around the world.

What is a “use-case focused” guide?

One of the things we’d like to do is to provide more “use-case focused” documentation. By that we mean that the guides should focus on a specific use of the product. A better term might be “domain-focused” documentation. For example, for Confluence we should write documentation about how to use Confluence as an intranet, how to use Confluence as a knowledge base, how to use Confluence for technical documentation, and so on.

This suite of documents is the first stab at such a user guide.

Design of the guide

These are the principles on which the guide is based. It’s just a spike, so we didn’t hit all these goals. But it’s a very good start.

Write topics that are task-focused on the macro level. The words “on the macro level” are very important in this context. It’s a well-known principle of technical documentation that guides should be task-focused, as opposed to feature-focused. We tell users how to do the things they need to do, rather than documenting the features of the product. At the moment, much of our documentation is nicely task-focused on the micro level: How to add a space, add a page, add a comment, set page restrictions, and so on. But it’s not task-focused on the macro level: How to set up a space for technical documentation; how to push a document through the draft/review/publish workflow (using page restrictions); and so on. One good way of addressing this problem is to produce use-case focused (or domain-focused) guides.

Tell people only what they need to know. Focus on the aspects of Confluence that the target users (technical writers, in this case) need. Ignore the other aspects. For example, on a typical technical documentation wiki it’s not important to know how to follow users or use the other “networking” features of the wiki.

Employ progressive elaboration. Progressively reduce the level of detail in the step-by-step instructions, while increasing the complexity of the concepts. Start with fairly detailed instructions for the basic functionality, in the first section of the guide. Become less detailed in later pages, because the users will have become more familiar with Confluence. At the same time, they will be dealing with more complex topics. But that’s OK, because they’re in their field of expertise (domain).

Encourage users to explore the product and learn from the UI, rather than telling them exactly how to do every single thing. If a user guide is very comprehensive, it gives the impression that it documents the entire product. If something isn’t in the docs, people will think it’s not in the product either. They won’t try to explore the product. We should encourage people to trust the UI. Also, if a user guide is very dense, people won’t find what they need in it.

Employ content re-use. Use Confluence’s {include} macro to pull in content from existing pages, so that we can avoid duplicating content and can thus reduce maintenance.

The result

I’m delighted with the resulting guide: Developing Technical Documentation on Confluence Wiki. It’s not perfect, but it’s a very usable and useful piece of documentation and it certainly fills a gap. Thank you again to all those who took part in developing this guide, and to everyone who took part in the doc sprint!

Sydney Red Gum tree

A magnificent Sydney Red Gum tree I encountered on my walk this morning. Shot taken from a rocky ledge half way up the height of the tree.

AODC – guided help

This week I attended the Australasian Online Documentation and Content Conference (AODC) on the Gold Coast in Queensland, Australia. In one of Friday’s sessions, Matthew Ellison explained the concept of “guided help” and showed us some fascinating examples. His session was entitled “Guided Help: A Revolution for Software Help and Support?”

Matthew is a user-assistance professional who runs his own company, Matthew Ellison Consulting. He started his talk with sandy feet 🙂 (The conference was in Surfers Paradise, three minutes’ walk from the beach.) He also started by admitting that the subject of “guided help”…

…gets me excited. I don’t usually say this about any subject. We Brits don’t, you know. I’d usually say I’m “moderately pleased”. But guided help gets me excited.

A definition of guided help

“Guided help” is help that leads someone through a task using the actual application, while:

  • Highlighting the controls (buttons, fields, etc) that the learner should use.
  • Displaying instructions in a caption or panel.
  • Preventing the user from doing things that they shouldn’t.
  • Giving the user the option to skip through some of the steps by having them done automatically.

“Guided help” is not a simulation, such as a Flash movie or e-learning session. Nor is it a wizard.

The key thing is that the user is actually completing a task within the application itself.

A by-the-way: This is not new. In 1986, Matthew worked with Digital’s ALL-IN-1 office automation suite and created training sessions which included the above features. Now, twenty years later, we’re talking about “guided help”.

Microsoft Guided Help

In the early days of Windows Vista, there was a neat, attractive and impressive guided help available if you were online at the time you requested help.

Technical writers take note: CNET said that this was one of their top 5 good things about Vista! Matthew asks:

How often does that happen to us? People are buying the product just to read the help 😉

Alas, guided help is no longer available in Vista. Microsoft’s stated reason is that it caused too many maintenance headaches — each time Windows was updated, they needed to check the guided help topics too. (Welcome to our world 🙂 ) Matthew thinks this is odd, because the guided help hooks into the accessibility support built into the application and does not include screenshots. It should be easier to update than conventional documents. Perhaps the reason was rather a security concern?

You can still get hold of some Microsoft guided help procedures in the Microsoft Knowledge Base. Matthew ran the procedure which leads you through the task of checking your disk drive for errors. It was neat, attractive and impressive. It greys out the windows which you’re not using and highlights the buttons you should click, with a text box and an arrow pointing to the relevant spot on your desktop. You can stop the procedure at any time. If you do something unexpected, it warns you and asks if you want to stop the help session.

Another caveat: The authoring tools are available only to Microsoft and the OEMs.

Gteko

Gteko has been purchased by Microsoft. Before the acquisition, Gteko produced a free, downloadable tool called PCPal. It’s still available (ignore the fact that it’s beta – it has been for a while 🙂 ) but the latest version does not offer as much control nor as much information as the earlier versions. Matthew has the earlier version, of course 🙂

If you delve into the depths of HP Assistant and DELL Support, they too are based on Gteko technology.

When you run PCPal, it takes over your machine, clicks the buttons, opens the windows, etc. It even moves the active window to the centre of your screen. It tells you what it’s doing, and asks for your input when necessary. For example, if you ask it to set up a screen saver, it will by itself get as far as the Windows screen saver selection dialogue and then ask you to choose the one you want.

ActiveGuide from Rocket Software

ActiveGuide one is targeted at the EPSS (Electronic Performance Support Systems) market. You can use this tool with any web-based application. It includes an in-built authoring tool, ActiveGuide Studio. Matthew says that you don’t need to be a developer to create the guided help.

ActiveGuide uses client-side JavaScript to add a layer between the application and the user, overlaying the additional UI components on the original screens. It doesn’t touch the code on the server. The help topics are associated with the UI components via the IDs attached to the form elements etc, not to the x-y coordinates. So to some extent, the help is independent of the presentation and of small UI changes.

Try this online demo. It opens “Form 1099R 2003”. Now you can:

  1. Click “ActiveGuide Coach” at top right, to see the guided help in action.
  2. Click through the introductory text panels — do make sure you read them 😉
  3. At the first selection, choose “IRA” — it’s the only one that works in the demo.
  4. At the second selection, choose “E-Z Pass” (the third option) — that’s the most fun!

eTracker from Solan Technologies

eTracker is the same sort of technology as ActiveGuide and works on desktop client applications as well as web applications. Again, programming skills are not necessary to build the guided help. Matthew was told that you can create a complex script in four hours.

My conclusions

Thank you Matthew, for a very interesting session with lots of useful examples. At Atlassian, where I work, we’ve been discussing the possiblity of adding guided help to some of our applications. One of our products is FishEye, which we acquired when the Cenqua guys joined Atlassian last year. Earlier versions of FishEye had a pretty neat guided help tour built into them.

I’m really keen on adding guided help to our products. In particular, this sort of technology can to some extent protect the documentation from UI changes, because the help text is hooked to the screen elements themselves and does not rely on screenshots or instructions like “Click the xxx link at top right of the screen”. Also, the help is right there, where the user needs it.

Plus, it’s just plain fun to do 🙂

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