Social Documentation: Share the Vision, Get Ready by Michael Lykhinin. Presentation at STC webinar

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Social Documentation:
Share the Vision, Get Ready
Michael Lykhinin
OGI, Inc.

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Tonight we will mention…
 Web 2.0 and social documentation
 Crowdsourcing, communities of practice, and writers
 Motivation and contribution rates
 Content manipulation and distribution
 Collecting user information, personalization, and feedback
 Social documentation roadmap and technology selection
 Social Documentation group on LinkedIn

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Web and Docs 2.0 are about…
“…helping people get just what they need, when they need it, in
the amount they need, as quickly as possible…”
Ginny Redish

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Documentation and Web 2.0
 Information overload and access
 Relationships and filtering information through conversations
 Social Web as platform
 Technology factors
 User-centered design and co-creation
 Document as conversation

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Crowdsourcing and communities
 Everyone is a publisher and a technical writer
 Where there’s user content, there is passion for the product
 Community, shared, and profile content
 Community-generated vs. user-generated content

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Community is…
“…when people carry on public discussion long enough, with
sufficient human feeling, to form webs of personal
relationships…”
Howard Rheingold

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Communities of practice
 Public discussions
 Collaborative efforts
 Agreement
 Core values
 Unified goals
 Relationships
 Connections

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Writers in communities
 Evangelists
 Seeders
 Instigators
 Enablers
 Reviewers

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Writers in “private” communities
 Managers
 Leaders
 Moderators
 Arbitrators
 Curators
 Trainers
 Motivators
 Experts

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Motivating contributors
 Rewards, money, or success
 Recognition
 Desire to help others
 Nielsen’s 90/9/1 distribution

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Psychological motivators
 Autonomy
 Competence, let people feel they are good at what they do
 Relatedness, people want to connect with others in similar
situations
 Self-esteem
[Tara Hunt]

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Technological motivators
 Making it easy to contribute
 Rating and reputation system
 Most active pages feature
 Most popular pages feature
 Most recently viewed pages feature
 Most searched for items feature
 Using templates and draft content
[Jacob Nielsen]

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Using content
 Mashups
 Web scraping
 Wiki exports
 Wiki round-tripping
 DITA manipulations
 Desktop authoring software features
 In situ approach

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Getting feedback
 Online forms
 JS-kit
 Open Graph
 Shares and likes
 Web analytics
 MindShare

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Collecting user information
 Demographics
 Social engagement
 Site engagement
 Page impressions and clicks
 Page likes and comments
 Timeline actions

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Document for one
 Instant personalization
 Document as rich social object
 Merging “private” and social user information

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Documents for all
 Open Graph
 Twitter
 Share buttons
 Syndication (XML, RSS, Atom)
 Web Services (XML, SOAP, REST)

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Community engagement phases
 Listening
 Participating in conversation
 Sharing content
 Creating community or offering a platform
[Anne Gentle]

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Community engagement roadmap
 Level 1: offer content online
 Level 2: offer content subscription or sharing options
 Level 3: enable comments, feedback, forums
 Level 4: incorporate user-generated content
 Level 5: enable unsanctioned content
contributions, sharing, and debate
[Anne Gentle]

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Technology roadmap
 Manual content and user information collection from external
communities for use in user documentation
 Offering a platform for and cultivating a community as
documentation
 Automated content and user information aggregation from
external and internal communities and sources for re-use in
user documentation

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Technology options
 Public social platforms (FaceBook, Twitter, Pinterest, etc.)
 Private social platforms (Ning, Telligence, etc.)
 Blogs, discussion forums
 Wikis
 Socially aware/enabled desktop software

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Exciting technology options
 MindTouch (social authoring and publishing environment)
 MindShare (enterprise feedback management)
 Salesforce Social Enterprise (all of the above)

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Pipe dream technology options

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Technology selection criteria
 Online availability and social platforms integration
 Ratings, comments, and tagging
 Collaborative authoring
 Identity and reputation
 Subscription to updates and timed publishing
 Metrics
[Anne Gentle]

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Technology isn’t everything
“…communities gather around a concept or common goal, not
around a collection of content (although it plays a major role, it’s
not the impetus)…”
Rachel Happe

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Social documentation leaders
 Adobe Labs
 Apache documentation
 eBay wiki
 MSDN
 Sun’s OPenDS documentation
 Cisco customer support wiki
 OpenStack manuals

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A LinkedIn Gated Community
 Social Documentation – Docs 2.0 group
 Join the conversation at http://linkd.in/Hy4WpY

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Thank you!
Michael Lykhinin
michael@ogisolutions.com
OGI, Inc.
Orlando, FL
806.470.7584