Combining Social Media with Help Authoring

Tom Johnson

The Allure of Social Media

Wikis

Advantages of Wikis

• Wisdom of users• Group collaboration• Easy updates• Visible writing process • SME contributions• Transform the tech writer role• Integrate user's perspective • Simple tools

Drawbacks of Wikis

• Primitive formatting • Simple website• No single sourcing• Printed manuals difficult• Infrastructure limitations • Marginal user contributions • Requires a leader• Inaccuracies problematic • Resistant corporate culture

Blogs

Advantages of Blogs

• Communication venue• Convert users to power users• Feature requests/bugs• Connection with users• SEO Power• Personalized company face

Drawbacks of Blogs

• Not integrated with online help• Requires a blogger• RSS ignorance• Comment spam• Getting the right tone is tough

Social Networks

Advantages of Social Networks

• Visual pictures of users• Niche conversations • Another contact point

Drawbacks of Social Networks

• No one goes there• Another login• Only web-based

Podcasts/Videocasts

Advantages of Podcasts/Videocasts

• Engaging format• Users have rich media devices• Great blog content

Drawbacks of Podcasts/Videocasts

• Time consuming• Lengthy to watch or listen to• Equipment costs

Forums

Advantages of Forums

• Comfortable atmosphere• Empowers enthusiastic users• Increases your support resources• One-to-many communication

Drawbacks of Forums

• Unanswered questions sour users• Not integrated with online help• Updating is a nightmare• Gives voice to frustration • Another hat to wear

Interactive Help

Interactive Help

Advantages of Interactive Help

• Another point of interactivity• Topic ratings potentially useful

Drawbacks of Interactive Help

• No one uses it

Transformations for Tech Writers

• Less technical writing

• Multiple hats

• Expert knowledge about users

• Product leader and influencer

Tom Johnsonwww.idratherbewriting.com801-822-2241tomjohnson1492@gmail.com