The document discusses how social media, social networking, and social relevance can help technical communicators meet their goals. It provides examples of how Anne Gentle has used these tools to improve OpenStack documentation through conversation, community building, and iterative improvements. Gentle advocates for listening to users, responding helpfully, and harnessing social tools to increase engagement, collaboration and impact.
Social Media, Social Networking, and Social Relevance in Tech Comm
1. Social Media, Social Networking, and Social Relevance in Tech Comm
Anne Gentle
anne.gentle@rackspace.com
Society for Technical Communication
Houston
March 2013
3. OpenStack – Open
Source Cloud
Computing
Rackspace – Fanatical
Support in all we do
4. Not always a
technical writer
Wanting to make
an impact
▪ 72% of companies use
social technologies
▪ Writers are user
advocates
▪ Need a plan and
execution
5. Never before have we had tools for media, networking,
and relevance that help us meet our goals
How do we harness the power of the social web for documentation?
7. Self-Service, Prorated Supercomputing Fun!
http://open.blogs.nytimes.com/2007/11/01/self-service-prorated-super-computing-fun/
Your mission: “make all the public domain (New
York Times) articles from 1851–1922 available
free of charge” but “each article is actually
composed of numerous smaller TIFF images”
Your solution: To the cloud!
Rented resources: “churned through all 11
million articles in just under 24 hours using 100
EC2 instances, and generated another 1.5TB of
data to store in S3”
8. Open Source Cloud Computing for all
organizations
Community-built with a global collaboration
of developers and cloud deployers with open
development
Apache2 licensed code
Open design process with an
in-person meeting every six months
9. Increase OpenStack adoption by driving usage and
deployments – I was the first point of contact for
AT&T’s cloud entry.
Provide OpenStack support with docs and
comments. In fact, docs.openstack.org gets about
10,000 unique visitors a week.
Be strategic, collaborative, and open with
documentation. (That’s the BHAG!) I’ve bet my career
on this approach.
Provide truth and trust. Hard as you might think with
fast-moving code.
Achieve business objectives for multiple companies
in the OpenStack ecosystem.
10. docs.openstack.org/install for deployers
docs.openstack.org/run for cloud
administrators and architects
docs.openstack.org/ops for cloud operators
api.openstack.org for REST API developers
docs.openstack.org/developer for Python
developers
11. Social media Sharing content,
feedback loops,
discussions,
and destinations
Social networking Gather information by
interacting with your
audience and users
Social relevance Collaboration, resource
sharing, sharing goals
16. Why not mobile first or
mobile only?
Consider immersive
experiences
Consider when and
where you search –
from your phone?
Responsive web design
examples:
http://mediaqueri.es/
17. Comment in their
language
Build communities
locally
Think: is English the
“source” or another
language?
18. Many comments at
once to gain further
understanding
Pointing out typos or
small errors in code
Want specific examples
and specific help
Request for a particular
feature
Flickr: theilr
22. Listen where users are;
select channels
Mine data gold
Daily/weekly blog
searches
Career- and job-related
searches
Get to know
community content
members
Anne Gentle
23.
24. Think like an
acquisition editor
Everyone’s a writer
(but not all of them
have a coach)
Files as the basis are
key to treading docs
like code
Flickr: gruntzooki
25. Originally had three
month release cycles
Design Summit in-
person meeting April
and October
Now six month release
cycles with milestone
releases
Flickr: plenty
26. Devs write for devs
Admins write for
admins
This is a complete
turnaround for me
Some people can only
review (and it’s not
worthwhile to convince
them to write)
Flickr: kholkute
27. • 66% Site visitors stay
instead of leaving
• 100 Doc patches and
reviews a month
• 10,000 unique
visitors a week
• 6 months before
commenters
answered each other
Flickr: dno1967b
28.
29.
30. • Logged doc bug in
afternoon, came in
to a fix the next
day
• Glossary out of
“nowhere” from a
wiki page starting
point
• Translation
workflow in six
months
Cover slide- when I look back at the last five to eight years of experimenting and finding the future of tech comm, these are the two themes that emerged for me.I’m Anne Gentle and I work at Rackspace, the open cloud company.
I believe in it so much I’m willing to work in open source, have faith that the community will eventually deliver exactly what we need, and persevere through uncertainty and doubt. This work is so exciting right now because there is a shift and we are working through it, with it, around it.
I am a content stacker at Rackspace, here’s where I think we’re going
So where are we today? This is computer scientist Barbie. When Mattel surveyed thousands of little girls asking what careers they are interested in, they said computer scientist – and also journalist! Guess what, that is what we are heading towards today. While news delivery and sourcing is changing, actual professional journalism is still in demand. The same goes for professional technical writing – we report on the indepth stories behind the technology to help everyone understand what they need to know. I believe we can be heroes of the technology world by working with social web techniques.
collaboration, instant communication, project tracking, and data gathering
I have ideas because I’ve been working on this OpenStack project for 2 years now. Here’s some background.
http://open.blogs.nytimes.com/2007/11/01/self-service-prorated-super-computing-fun/They found a mistake in the first run through so they just ran it again.
Next: what are our goals with the documentation?
So let’s start tying together community and documentation
there are challenges to using these tools – social media amplifies errors and heightens drama in communities while also enabling more voices and sites.AmplificationDramaToo many channelsToo much datamap represents the number of unique authors in each Usenet newsgroup who appeared in the current year, 2003.Making it work anyway.I’m going to walk through three areas: Sharing information and collecting feedback via social media techniquesGathering information from social networksMaking it relevant and collaborating closely with users, advocates, customers
Comments and workflowCommenting toolsMobile considerationsTranslation considerationsCategories of comments
Incorporate comment moderation and responses into your workflow. Use comments to create doc bugs (if they are bugs).Treat docs as code- manage content like an asset.
Embedding into output – where? How does each persona accomplish their goals?Identity and connection to existing sites?Spam protectionExpiration - How do releases work? Bulk operations for moderators?Notifications (and for whom)Analytics
Instagram only went for mobile platforms, not even the web.Twitter made an API that third party apps use.Niche – Instagram and Pinterest have specific features
Comments are the start of community, so you may need to build a community around the discussions
■ Typo or minor edit suggestions: Log a documentation bug reportand tell the commenter about the report.■ Conceptual questions: These are questions like, “Why does itwork this way?” Give the commenter the additional informationhe or she needs. Then, if you think the question is of generalinterest, log a documentation bug report suggesting a revision.■ Troubleshooting or help requests: If you can, provide help directlyin the comments. If not, direct the commenter to anotherplace to receive help, perhaps support. Take ownership and followthrough to make sure the problem is resolved.■ Feature requests: Let the user know the current status if this isa feature that is in the works or has been rejected. If the featuredoesn’t yet exist, let the user know that. If there is another systemwhere the user can request the feature, either redirect the commentthere or let the user know about that system.
Listen in, be conversationalMine the data goldResearch existing channels
Interact but don’t get fired: know the policiesRackspace policy: be helpful
Technical writers are good at reporting their findings about users (Forrester analyst Josh Bernoff agrees). Write a monthly email summarizing what you see on the social web after listening for a while.If you see a troublesome spot based on feedback, fix it, or report it to someone who can.
This is where LinkedIn comes inI also advocate for a Community Content Audit – who are your members, what are their motivations? Who is blogging? Why?
I think of social relevance as the final frontier: creating documentation with the community. Collaboration, resource sharing, shared goalsIt’s like having a giant docs team with just as much cat herding – the only way to manage is to treat docs like code: adopt developer-like workflows and version control
Publishers want OpenStack content. I feel like I’m in a fight to be an acquisitions editor some days. Everyone wants an OpenStack book, or blog entries about OpenStack to publish on their site. I was surprised at this.
Originally had doc sprint during design summit, moved it to earlier dateExpectation – to hold these regularly, reality, releases dictated when to hold themTiming has changed again to six month releases with milestone releases in between. Doc sprints need a rethink.
Eric Holscher – read the docs - said at Pycon, Devs need to write for other devs – strongly believe what ReadTheDocs.org guy preaches now. This is a 180 degree turn for me.
OpenStack-doc-core reviews and decisions to publish docs to the live production site100 doc bugsOver 500 options in Compute now, nearly 300 in Object Storage* While Rackspace has the highest number of code contributors, it has the lowest number of writer contributors.Badge wearersAT&T IBMNebulaNiciraNimbis ServicesNuageRackspaceRedHatGrad StudentsUniversity of MelbourneUniversity of Tokyo
TryStack and DevStack – working environments for writersWADL to API ReferenceTry it out for APIBug triagingSpreadsheets of gaps in docsEntire outlinesGoogle Doc SprintExtensions are challenging – API docs are challenging
Curated search engine plus search analyticsWorking on loyalty, bounce rateProof of the PDF popularity
Next slide: blank slide
So, how can you take these ideas and put them into practice?Everyone’s a writer, so we need to tap the power of conversation and community to add value. To be better at any job, you can use social technologies to seek info. In your job, you are helping others be better at their job by giving them info matched to what they seek. Find ways to provide value with strategic social technologies.