Technical Writer's Influence on Social Media Strategy 2

The Technical Writer’s Influence on Social Media Strategy Fer O’Neil STC: Live Web Seminar November 2, 2011

Strategy vs Initiativehttp://www.theconversationprism.com/media/images/convoprism-poster-lg.jpg

Organizational Social Media Strategy Research Results/ Whitepapers Technical Communication /Support Initiative Social Media Strategy (Policy) Sales/Marketing/PR InitiativeSee resources 1) Multiple Twitter accounts

Technical Communications Department Community Development Social Media Initiative

“Traditional” support channelsDocumentation Call center User Phone/emailGuides/manuals Rich MediaKnowledgebase Video tutorials

Why is the Technical Writing department working on a social media initiative? Additional support channelWill help improve the Opportunity to content for other deflect support support channels cases Create more Opportunity to exposure for the update users with Knowledgebase as the latest supportthe primary support trends/news channel Opportunity for users Ability to interact to ask product with users questions and receive answers quickly. The Technical Writers Influence on Social Media Strategy

Breaking the Fourth Wall Technical Communications ContentAudience / users The Technical Writers Influence on Social Media Strategy

Who are the social media specialists?The Technical Writers Influence on Social Media Strategy

Social Media trends “Decline in Social Media Platform Adoption Forecasted for 2013” ? 335 275Shawn Santos: TSIA Social Media Survey Results 2011 - 2012 - Presentation Transcript The Technical Writers Influence on Social Media Strategy

Communicate TechnicalCommunicate information information wordle.net The Technical Writers Influence on Social Media Strategy

Transcend CORRECT SOCIAL MEDIAUSER PLACE CHANNEL TO BE The Technical Writers Influence on Social Media Strategy

What is the Technical Writer’s role? Develop Link tracking/metrics Administrate/LiaisonThe Technical Writers Influence on Social Media Strategy

Additional support channel & feedback Marketing/ Production PRDevelopment Sales Support The Technical Writers Influence on Social Media Strategy

Can a Support initiative produce ROI? The Technical Writers Influence on Social Media Strategy

Beyond the Bleeding Edge, STC Summit 2011Credits/Resources page 1 of 2Icons – http://www.aha-soft.com/http://www.ihearttechnicalwriting.com/gina-blednyh-interview-how-social-media-will-make-you- a-better-technical-writer/http://www.writingassist.com/newsroom/technical-writing-and-social-media-what%E2%80%99s- the-connection/http://www.writingassist.com/newsroom/enhancing-the-user-experience-with-social-media/http://thecontentwrangler.com/2009/01/12/convergence_technical_communication_strategies_f or_incorporating_web_20/http://www.enewsbuilder.net/techcommanager/e_article001510038.cfm?x=bfSHKsW,b5S5LhqF, whttp://www.writingassist.com/newsroom/how-technical-documentation-professionals-can-use- twitter/http://ffeathers.wordpress.com/2010/06/19/social-media-in-technical-documentation-a- presentation/http://idratherbewriting.com/2011/04/28/introducing-technical-writing-world-a-new-social- network-for-technical-writers/ The Technical Writers Influence on Social Media Strategy

Beyond the Bleeding Edge, STC Summit 2011Credits/Resources page 2 of 2http://www.upassoc.org/upa_publications/ux_poster.htmlhttp://www.useit.com/alertbox/participation_inequality.htmlhttp://www.stc.org/intercom/PDFs/2009/200903_18-20.pdfhttp://www.forrester.com/empowered/ladder2010http://www.forrester.com/empowered/tool_consumer.htmlhttp://www.scriptorium.com/whitepapers/web2/index.html1) “Multiple Twitter Accounts”:http://scoopdog.wordpress.com/2009/09/03/1092/http://blog.sysomos.com/2010/09/21/to-have-or-have-not-multiple-twitter-accounts/http://www.wearemedia.org/Social+Media+Strategy+Maphttp://www.briansolis.com/2008/08/introducing-conversation-prism/Thomas Tullis;William Albert. Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics (Interactive Technologies) (ch. 4).Donald A. Norman. Living with Complexity (p. 126). The Technical Writers Influence on Social Media Strategy

STC Live Web Seminar – November 2, 2011Fer O’Neilferswriteshoe@gmail.comhttp://ferswriteshoe.wordpress.com @ferswriteshoe slideshare.net/feroneil Fer O’Neil, “The Technical Writer’s Influence on Social Media Strategy”. Techniques, Spring 2011, page 8. http://english2.mnsu.edu/stc/newsletter.html The Technical Writers Influence on Social Media Strategy

Technical Writer's Influence on Social Media Strategy 2

by Fer O'Neil on Nov 02, 2011

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