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Best Practices
         for
   Documenting
Technical Procedures
      Melanie Seibert
Documenting Procedures



Hello. This is me:
   ★   BA & MA in English

   ★   5 years as a copywriter (both print & web)

   ★   3 years as a part-time freelancer/full-time mom

   ★   3 years total as a tech writer (2 at cPanel)

   ★   Now Documentation Supervisor at cPanel

   ★   Interested in how content is developed, managed,
       understood, and used
Documenting Procedures



What about you? Are you a...
   ★ Technical support person?
   ★ Developer?
   ★ System Administrator?
   ★ Executive?
   ★ Something else?
Documenting Procedures




If you’re here, you’re also a
     content producer.
Documenting Procedures



The problem
Documenting Procedures



The problem




          Expert
           (you)
Documenting Procedures



The problem




          Expert        Audience
           (you)
Documenting Procedures



The problem

        information




          Expert        Audience
           (you)
Documenting Procedures



The problem

                       needs to get here
        information




          Expert         Audience
           (you)
Documenting Procedures



         Documentation!




Expert                Audience
 (you)
Documenting Procedures




Expert        Expert
 (you)         (you)
Documenting Procedures



How?

 1. Plan.
 2. Write.
 3. Revise.
 4. Edit.
 5. Publish.
Documenting Procedures




1. Plan.
Documenting Procedures




What do I want to say?
Documenting Procedures




What do I want to say?
Documenting Procedures
Documenting Procedures



Who is my audience?
Documenting Procedures



          Who is my audience?



What do they need?
Documenting Procedures



          Who is my audience?

                         What do they know?

What do they need?
Documenting Procedures



          Who is my audience?

                            What do they know?

What do they need?


                How will they be looking
                for the information?
Documenting Procedures
Documenting Procedures



★ We usually assume people know what we
  know. We almost never start at a level too
  basic.
★ We usually assume they want to know
  what we want to tell them.
★ Many times, what we want to tell them is
  mainly about us.
Documenting Procedures



So...
  ★ Start at the beginning.
  ★ Listen and learn what your audience wants
    to know.
  ★ Make it about them, not you.
Documenting Procedures
Documenting Procedures



This results in:
Documenting Procedures



This results in:
Documenting Procedures
Documenting Procedures




2. Write
Documenting Procedures




2. Write badly.
Documenting Procedures
Documenting Procedures




Everybody knows you should do things right
the first time... right?
Documenting Procedures




Everybody knows you should do things right
the first time... right?
Documenting Procedures




Do things badly the first time... just don’t
leave them that way.
Documenting Procedures




Why?
  ★ Being perfectionistic will get you “stuck.”
  ★ You don’t do anything wrong. Because
    you don’t do anything.
Documenting Procedures




In writing, anything is better than nothing. So,
write a terrible first draft.
Documenting Procedures




3. Revise.
Documenting Procedures




This is where it gets good.
Do not skip this step.
Documenting Procedures
Documenting Procedures
Documenting Procedures




Create a logical flow.
  ★ Think like your reader.
  ★ Question and answer format often works
    well.
Documenting Procedures




Be concise.
  ★ Don’t waste your readers’ time.
  ★ Be ruthless.
Documenting Procedures




“Vigorous writing is concise. A sentence
should contain no unnecessary words, a
paragraph no unnecessary sentences, for the
same reason that a drawing should have no
unnecessary lines and a machine no
unnecessary parts.”
       — Strunk & White, The Elements of Style
Documenting Procedures




“Get rid of half the words on the page, then
get rid of half of what’s left.”
          — Steve Krug, Don’t Make Me Think
Documenting Procedures



Example:
Documenting Procedures



What I did:
  ★ Formatted it as Q&A.
  ★ Used headings and bullets.
  ★ Defined basic terms.
  ★ Answered the most pressing questions
    first.
  ★ Removed unnecessary information.
Documenting Procedures




Why it works:
  ★ It’s easier to scan.
  ★ It’s approachable.
  ★ It’s understandable.
  ★ It’s friendly.
Documenting Procedures



Another
example:
Documenting Procedures



Another
example:
Documenting Procedures



Another
example:
Documenting Procedures




What the writer did:
★ Used a table to format details.
★ Used bullets.
★ Used tabs to display categories of
information.
Documenting Procedures




Why it works:
★ It’s easy to scan.
★ The information is organized logically.
Documenting Procedures




4. Edit.
Documenting Procedures




★ Have someone proof your document
  before publishing.
Documenting Procedures




huffingtonpost.com
Documenting Procedures




                                    huffingtonpost.com




huffingtonpost.com
Documenting Procedures




                                    huffingtonpost.com




huffingtonpost.com




                                     typobuddy.com
Documenting Procedures




★ Test it: watch someone “use” your
  document and listen to their thoughts.
Documenting Procedures




5. Publish.
Documenting Procedures




Points to consider before publishing:

  ★ Who are your users?
  ★ Where will they look for info?
  ★ Do they want print? web? mobile?
Documenting Procedures


               You’re not done

       Write                Revise




Plan

                                 Edit
               Publish
Documenting Procedures


               You’re not done
                     never :)

       Write                    Revise




Plan

                                  Edit
               Publish
Documenting Procedures



Points to consider after publishing:

  ★ Long-term maintenance: who will do it?
  ★ Conventions: consider starting a style
    guide.
  ★ Consider a site audit or inventory if you
    have lots of documentation.
Documenting Procedures




Resources:
  ★ Yahoo! Style Guide
  ★ Don’t Make Me Think by Steve Krug
  ★ Letting Go of the Words by Ginny Redish
Documenting Procedures




      Thanks!

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