Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Social Media, Social Networking, and Social Relevance in Tech Comm                                                        ...
Flickr: seier+seier
   OpenStack – Open    Source Cloud    Computing   Rackspace – Fanatical    Support in all we do
   Not always a    technical writer   Wanting to make    an impact     ▪ 72% of companies use       social technologies ...
   Never before have we had tools for media, networking,    and relevance that help us meet our goals   How do we harnes...
Flickr: thegentles
   Self-Service, Prorated Supercomputing Fun!    http://open.blogs.nytimes.com/2007/11/01/self-service-prorated-super-com...
   Open Source Cloud Computing for all    organizations   Community-built with a global collaboration    of developers a...
   Increase OpenStack adoption by driving usage and    deployments – I was the first point of contact for    AT&T’s cloud...
   docs.openstack.org/install for deployers   docs.openstack.org/run for cloud    administrators and architects   docs....
   Social media           Sharing content,                            feedback loops,                            discuss...
Flickr: marc_smith
   Close the loop                           Track doc bugs that are                            reported in the          ...
   Personas     Commenters     Readers     Moderators     Administrators
 Why not mobile first or  mobile only? Consider immersive  experiences Consider when and  where you search –  from your...
 Comment in their  language Build communities  locally Think: is English the  “source” or another  language?
 Many comments at                   once to gain further                   understanding                  Pointing out t...
BE HELPFUL, SHARE   LISTEN, MONITOR
INFORM   RESPOND
 Listen where users are;  select channels Mine data gold     Daily/weekly blog      searches     Career- and job-relat...
 Think like an                       acquisition editor                      Everyone’s a writer                       (...
 Originally had three                   month release cycles                  Design Summit in-                   person...
 Devs write for devs                    Admins write for                     admins                    This is a comple...
• 66% Site visitors stay                     instead of leaving                   • 100 Doc patches and                   ...
• Logged doc bug in  afternoon, came in  to a fix the next  day• Glossary out of  “nowhere” from a  wiki page starting  po...
Bam. Site Launch.
Hey! Release date!Doh. Release date.
   Acquisition editor   Web stats analyst   Writing coach   Project manager   Bug tracker/triager   Editor   Advoca...
   Media: Encourage conversation   Networking: Listen and learn   Relevance: Build a team and community   Iterate repe...
Anne Gentlewww.justwriteclick.comanne.gentle@rackspace.com        @annegentle        www.facebook.com/        conversation...
Social web for Tech Comm, STC March 2013
Social web for Tech Comm, STC March 2013
Social web for Tech Comm, STC March 2013
Social web for Tech Comm, STC March 2013
Social web for Tech Comm, STC March 2013
Social web for Tech Comm, STC March 2013
Social web for Tech Comm, STC March 2013
Upcoming SlideShare
Loading in …5
×

Social web for Tech Comm, STC March 2013

682 views

Published on

In a world where readers simply expect websites to offer well-connected experiences, technical documentation
teams must consider the possibilities now available to us through collaborative means. Having worked with blogs,
wikis, open source software, and social networking techniques, I want to share what I’ve learned about documentation as conversation. Through my work with the
OpenStack project, I have further refined my approach to technical content strategy with collaborative, community methods. My presentation shares the methods we use with OpenStack, the ways my thinking has changed, pitfalls to avoid, and measurements that help refine the strategy.

Published in: Technology
  • Be the first to comment

Social web for Tech Comm, STC March 2013

  1. 1. Social Media, Social Networking, and Social Relevance in Tech Comm Anne Gentle anne.gentle@rackspace.com Society for Technical Communication Houston March 2013
  2. 2. Flickr: seier+seier
  3. 3.  OpenStack – Open Source Cloud Computing Rackspace – Fanatical Support in all we do
  4. 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. 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?
  6. 6. Flickr: thegentles
  7. 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. 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. 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. 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. 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
  12. 12. Flickr: marc_smith
  13. 13.  Close the loop  Track doc bugs that are reported in the commentsFlickr: myklroventine
  14. 14.  Personas  Commenters  Readers  Moderators  Administrators
  15. 15.  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/
  16. 16.  Comment in their language Build communities locally Think: is English the “source” or another language?
  17. 17.  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 featureFlickr: theilr
  18. 18. BE HELPFUL, SHARE LISTEN, MONITOR
  19. 19. INFORM RESPOND
  20. 20.  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
  21. 21.  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 codeFlickr: gruntzooki
  22. 22.  Originally had three month release cycles  Design Summit in- person meeting April and October  Now six month release cycles with milestone releasesFlickr: plenty
  23. 23.  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
  24. 24. • 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 otherFlickr: dno1967b
  25. 25. • 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
  26. 26. Bam. Site Launch.
  27. 27. Hey! Release date!Doh. Release date.
  28. 28.  Acquisition editor Web stats analyst Writing coach Project manager Bug tracker/triager Editor Advocate Writer
  29. 29.  Media: Encourage conversation Networking: Listen and learn Relevance: Build a team and community Iterate repeatedly
  30. 30. Anne Gentlewww.justwriteclick.comanne.gentle@rackspace.com @annegentle www.facebook.com/ conversationandcommunity www.linkedin.com/in/ annegentle Flickr: candelabrumelabrumdanse

×