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Motivating Users - STC Summit 2014, Scott DeLoach, ClickStart
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Motivating Users - STC Summit 2014, Scott DeLoach, ClickStart

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How to motivate users to use technical documentation: best practices and real-world examples

How to motivate users to use technical documentation: best practices and real-world examples

Published in: Technology, Education, Business

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  • great presentation @ STC2014, you gave a lot of good considerations for creating interesting content for users in an accessible way
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  • 1. STC Summit 2014 © 2014, ClickStart Motivating Users – STC Summit 2014 Scott DeLoach – scott@clickstart.net ClickStart – www.clickstart.net Challenge: users don't like to use documentation  Too busy  Think it takes them "off task"  Don't want to read (or think it's too much content)  Think it's boring What users want  Quick answers  Examples  Procedures  Reasons How they want it
  • 2. STC Summit 2014 © 2014, ClickStart Seduce users with links  Quick tip…  How do I….  Tell me more…  Expert tips…  Why we need this information…
  • 3. STC Summit 2014 © 2014, ClickStart Quiz users  Quizzes  Contests  Challenges
  • 4. STC Summit 2014 © 2014, ClickStart Provide Options Create multiple documents and/or help systems:  “Just the facts”  “All the details”  “Get started fast”  XYZ Technical reference  “XYZ for beginners”  “XYZ for experts” Let users participate  Discussion groups  Annotations  Wikis
  • 5. STC Summit 2014 © 2014, ClickStart Let users vote  Topic ratings  Frequently-asked questions  Recent questions Give users a voice  Chat  Feedback  Annotations
  • 6. STC Summit 2014 © 2014, ClickStart Invite them back  Bookmarks/Favorites  Breadcrumbs  RSS feeds
  • 7. STC Summit 2014 © 2014, ClickStart Don’t just tell them, show them  Tutorials  Demonstrations
  • 8. STC Summit 2014 © 2014, ClickStart Provide incentives  MVP and certification programs  Easter eggs  Participation levels in discussion groups
  • 9. STC Summit 2014 © 2014, ClickStart Have some style  Voice  Tone  Colors and design  Recurring examples
  • 10. STC Summit 2014 © 2014, ClickStart About the presenter Scott DeLoach is the Founder of ClickStart, where he provides training and consulting for MadCap Flare, Adobe Captivate, embedded user assistance, CSS, and HTML5. He has been developing browser-based help systems since 1997, and he has received four Best in Show awards for his work from STC. Scott is a certified Flare and Captivate instructor, and he is the author of MadCap Flare V10 Developer's Guide, CSS to the Point, HTML5 to the Point, and Word 2013 to the Point. For more information about Scott's books see www.lulu.com/clickstart. You can reach Scott at www.clickstart.net or by email at scott@clickstart.net.