The importance of customer loyalty to businesses Emotional engagement with the company Importance of the post-sales experience Have a plan Bonding, personalisation and empowerment Include documentation in the plan
Definitions: Rhetorical (persuasive), Expository (explanative) Professional writing (broadly) is growing in rhetorical... &#x2026;but declining in expository disciplines Newspaper journalism is dying Government &#x201C;media advisors&#x201D; are breeding Where are these graduates going to work? In Corporates and Government, producing uncritical &#x201C;news&#x201D; Will this also happen to technical communicators? Brochures, fact sheets, Web blurb &#x201C;Traditional&#x201D; documentation left to peer generation Just as is happening in the &#x201C;blogosphere&#x201D;
at first, XML was all about cost reduction, especially in localization but also reuse = cost reduction
now, XML is shifting toward a foundational technology that enables new stuff, like integration with user-generated content, personalization, etc.
It&#x2019;s becoming a prerequisite rather than a feature.
Has been hard to measure the impact of documentation Hard to determine the ROI and gain budget Can do it with Web content Is there a self-regulating system in play? Between Support, Documentation and UGC? Younger people prefer words to speech Move back to text based support?
XML &#x2013; human and machine readable language Documents in XML can be &#x201C;processed&#x201D; Reference documents generated by scripts run against code source CSIRO work generating user documentation from test scripts Even graphics generated from &#x201C;data&#x201D; Move from content creation to content editing
Trends in technical communication for 2010
Trends in tech comm
for 2010 and beyond
Sarah O’Keefe, Scriptorium Publishing
Ellis Pratt, Cherryleaf
Tony Self, HyperWrite
❖ Everyone is muted except for the three
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❖ Two trends from each presenter.
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Ellis Pratt, Cherryleaf
❖ Based 1 mile from Greater London
❖ Sales and Marketing background
❖ In Technical Communications since 1997
❖ Technical Communications company
❖ Projects, Recruitment & Training services
Documentation as an
❖ Based in Melbourne
❖ Trainee Technical Writer in aircraft factory in 1979
❖ CBT, hypertext
❖ Started HyperWrite in 1993
❖ Help organisations implement documentation
❖ Help systems, online content, DITA