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We Are All Abbott and Costello
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We Are All Abbott and Costello

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Keynote delivered at the STC Spectrum conference April 2014 in Rochester, NY. (Audio and video do not come through via SlideShare.)

Keynote delivered at the STC Spectrum conference April 2014 in Rochester, NY. (Audio and video do not come through via SlideShare.)

Published in: Business, Technology

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  • 1. We Are All Abbott and Costello Marcia Riefer Johnston @MarciaRJohnston #spectrum14
  • 2. #spectrum14 HowToWriteEverything.com @MarciaRJohnston My first tech-comm project
  • 3. #spectrum14 HowToWriteEverything.com @MarciaRJohnston Karen Szymanski
  • 4. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 5. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 6. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 7. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 8. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 9. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 10. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 11. #spectrum14 HowToWriteEverything.com @MarciaRJohnston CakeWrecks.com
  • 12. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 13. #spectrum14 HowToWriteEverything.com @MarciaRJohnston Our tenant’s parking spots
  • 14. #spectrum14 HowToWriteEverything.com @MarciaRJohnston “Park here when traveling.”“Park here when home.”
  • 15. #spectrum14 HowToWriteEverything.com @MarciaRJohnston My knee surgery
  • 16. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 17. #spectrum14 HowToWriteEverything.com @MarciaRJohnston “B” receives. Communicating to understanding “A” sends. “B” sends.“A” receives.
  • 18. #spectrum14 HowToWriteEverything.com @MarciaRJohnston 70% to 90% of received messages are screened out or changed by the receiver. —Carlson Learning Company
  • 19. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 20. #spectrum14 HowToWriteEverything.com @MarciaRJohnston Things that get in the way Accusations Assumptions Anger Beliefs Biases Blame Busyness Confusion Culture Disability Disagreement Jealousy Judgment Misinterpretation Preoccupation Pride Resentment Stress Technology issues Translation issues Uncertainty Worry Distraction Education Embarrassment Fear Finger-pointing Frustration Harrassment Haste Hurt Impatience Indifference
  • 21. #spectrum14 HowToWriteEverything.com @MarciaRJohnston The Hubble Space Telescope
  • 22. #spectrum14 HowToWriteEverything.com @MarciaRJohnston 15 years $3 billion April 24, 1990
  • 23. #spectrum14 HowToWriteEverything.com @MarciaRJohnston http://www.wired.com/thisdayintech/2010/05/0520hubble-first-picture/
  • 24. #spectrum14 HowToWriteEverything.com @MarciaRJohnston As designed As built } 1.3 mm Lens Field cap Metering rod Light beam The reflective null corrector (the instrument used to test the Hubble’s main mirror) www.techworld.com.au/article/420036/what_went_wrong_hubble_space_telescope_what_managers_can_learn_from_it_/
  • 25. #spectrum14 HowToWriteEverything.com @MarciaRJohnston “The problem with Hubble wasn’t merely a technical failure … It’s the same thing that happened with [the fatal explosion of Space Shuttle Challenger] … it was a social shortfall … staff were being ‘hammered’ all the time … under the pressure from Washington to launch, launch, launch.” — “What Went Wrong with the Hubble Space Telescope (And What Managers Can Learn from It)” Charlie Pellerin NASA director of astrophysics in 1990 www.techworld.com.au/article/420036/what_went_wrong_hubble_space_telescope_what_managers_can_learn_from_it_/
  • 26. #spectrum14 HowToWriteEverything.com @MarciaRJohnston “The guy responsible for the [Hubble] mirror was working under great stress because [NASA was] angry about costly delays and was threatening to put [a competitor’s] mirror in the telescope, which would have been humiliating for our contractor … A hostile environment had been created … The contractor told us about any problem at his peril.” —“What Went Wrong with the Hubble Space Telescope (And What Managers Can Learn from It)”
  • 27. #spectrum14 HowToWriteEverything.com @MarciaRJohnston Things that get in the way Accusations Assumptions Anger Beliefs Biases Blame Busyness Confusion Culture Disability Disagreement Jealousy Judgment Misinterpretation Preoccupation Pride Resentment Stress Technology issues Translation issues Uncertainty Worry Distraction Education Embarrassment Fear Finger-pointing Frustration Harrassment Haste Hurt Impatience Indifference
  • 28. #spectrum14 HowToWriteEverything.com @MarciaRJohnston “It’s difficult to overstate what a disaster this was … Two senior staffers had to be removed from their offices by guards and taken to alcohol rehab facilities. These are PhDs sitting at their desks getting drunk; this is how bad the stress was.”Charlie Pellerin NASA director of astrophysics in 1990 —“What Went Wrong with the Hubble Space Telescope (And What Managers Can Learn from It)”
  • 29. #spectrum14 HowToWriteEverything.com @MarciaRJohnstonHowToWriteEverything.com
  • 30. #spectrum14 HowToWriteEverything.com @MarciaRJohnstonHowToWriteEverything.com
  • 31. #spectrum14 HowToWriteEverything.com @MarciaRJohnstonHowToWriteEverything.com
  • 32. #spectrum14 HowToWriteEverything.com @MarciaRJohnston The Miracle Worker
  • 33. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 34. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 35. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 36. #spectrum14 HowToWriteEverything.com @MarciaRJohnston “So much has been given to me; I have no time to ponder over that which has been denied.” —Helen Keller
  • 37. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 38. #spectrum14 HowToWriteEverything.com @MarciaRJohnston Kaia Communications, Inc.
  • 39. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 40. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 41. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 42. #spectrum14 HowToWriteEverything.com @MarciaRJohnston
  • 43. #spectrum14 HowToWriteEverything.com @MarciaRJohnston You know you’re a technical communicator when…
  • 44. #spectrum14 HowToWriteEverything.com @MarciaRJohnston 55th STC Spectrum
  • 45. #spectrum14 HowToWriteEverything.com @MarciaRJohnston Communicating to understanding Core valueCore competency
  • 46. #spectrum14 HowToWriteEverything.com @MarciaRJohnston Communicating to understanding Core valueCore competency
  • 47. Writing Tools Deliverables Processes Communicating to understanding
  • 48. #spectrum14 HowToWriteEverything.com @MarciaRJohnston Communicating to understanding Bernard Aschwanden Judith Shenouda Marilyn Woelk John McGloon Teresa Washburn David L. Caruso Ben Woelk Kelly Schrank Roger Renteria Alan Houser Ellen Buttolph Patrick Bosek Kim Chmielewicz Deb Kerr Corrie Baum Joan Taggart Eric Bergman Amy Friend Ruth Thaler-Carter Christopher Tarantino Andrew Pulcino Kit Brown-Hoekstra Todd DeLuca Hannah Morgan Charles Campbell
  • 49. #spectrum14 HowToWriteEverything.com @MarciaRJohnstonCakeWrecks.com
  • 50. #spectrum14 HowToWriteEverything.com @MarciaRJohnston All of us are and always will be …
  • 51. #spectrum14 HowToWriteEverything.com @MarciaRJohnston

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