Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the online help. When we admit we had a bug and have to fix it, users find out about it in the release notes. Whether we need to say "I'm sorry it's confusing" or "I'm sorry it's broken", we need a Technical Communicator to carry the message. This presentation will discuss some of my personal experiences when technical things go wrong and several meaningful yet fun ways I found for saying "I'm sorry" and "thank you for your understanding". This presentation involves toys!
I'd like to share some expressions of thanking for junior high school.
I made it when i was doing my teaching practice at SMP Islam Sultan Agung 1 Semarang.
Saying Thank You. Saying I'm Sorry. When #TechComm goes all wrongViqui Dill
Did you ever make a big public mistake?
What did you do to make it right?
This presentation looks at mistakes I have made in Technical Communication and what I did to
Let Me Touch It: Don’t Demo Your TrainingViqui Dill
We have long understood that most folks learn by doing. We don't want to just watch somebody else do something, we want to try it out for ourselves. Then why are we so prone to design our own training sessions as a slow death-by-PowerPoint? We have to rethink our own training programs so that students get to touch as well as see and hear. This takes a little planning but it's worth the extra effort.
I'd like to share some expressions of thanking for junior high school.
I made it when i was doing my teaching practice at SMP Islam Sultan Agung 1 Semarang.
Saying Thank You. Saying I'm Sorry. When #TechComm goes all wrongViqui Dill
Did you ever make a big public mistake?
What did you do to make it right?
This presentation looks at mistakes I have made in Technical Communication and what I did to
Let Me Touch It: Don’t Demo Your TrainingViqui Dill
We have long understood that most folks learn by doing. We don't want to just watch somebody else do something, we want to try it out for ourselves. Then why are we so prone to design our own training sessions as a slow death-by-PowerPoint? We have to rethink our own training programs so that students get to touch as well as see and hear. This takes a little planning but it's worth the extra effort.
The UK Government Digital Service is the department that looks after GOV.UK, the UK government website. It's a single website that is home to over 300 government departments and agencies. This talk gives some examples of how the GDS Design Principles help our colleagues to create better public services, and how they help us to create better guidance for them too.
Smart Chicago presentation on the Civic User Testing Group (CUTGroup) for Terry Mazany's Social Enterprise Class at Northwestern University.
February 25, 2015
TIMING IS EVERYTHING
TUTORIAL PACING
Viqui Dill, Technical Communications Leader, American Woodmark Corporation
Tutorials need to be paced carefully. Too fast and folks don't learn. Too slow and they lose interest. This presentation discusses how to find a balance so that your tutorials are both engaging and effective, so that the pace is just right. Highlights include designing for the audience: creating engaged students by giving them what they need—to See/hear/touch, time to reflect, and to know what’s next; creating well-paced material that is “sticky”.
This presentation was made to participants at the recent Comview 2012 annual conference (Victorian Commercial Teachers Association). It illustrates some of my favourite web2.0 tools to use in the accounting classroom, how they can be used and shares some classroom uses.
Banish Your Inner Critic: Amplify Your Impact - Mind The Product SF 2019Denise Jacobs
The Inner Critic is the main source of our biggest blocks to perform at our best. Fortunately, there are simple and effective ways to banish the inner critic in order to do our best work as contributors, collaborators, and leaders.
First, you’ll discover the three mental power tools that you already possess to stop the inner critic in its tracks. Then you’ll learn methods for dealing with the fear of being judged and criticized, how to transform highly critical self-talk into that of approval and encouragement, and ways to feel like your ideas are good enough and stop committing “ideacide.”
By the end, you’ll have a roadmap of how to get unstuck, do your best work, and channel your creativity as a force for positive change in the world.
Webinar on 4th Industrial Revolution, IoT and RPARedwan Ferdous
This is a summarized presentation on the 4th Industrial Revolution, the Internet of Things and Robotic Process Automation (RPA). especially for the undergrad students and recent graduates for getting an overview of the topics-based on global and local trends. Maximum contents are from online and those are cited with due respect at the end 3 slides.
The webinar was arranged by IEEE ISTT Student Branch, Bangladesh on 15th May 2020. The session was 2 hours long.
Note: Slide# 6 ~ 42 was taken from one of my earlier sessions, presented for the IEEE RU Student Branch. That slide can be found here: https://www.slideshare.net/RedwanFerdous/roadmap-to-4th-industrial-revolutioniot-iiot
Crafting Delightful Broken Experiences - Matthew EdgarMatthew Edgar
How do you help your users when technology fails? This presentation was delivered at edUi 2014 by Matthew Edgar and focuses on the specific steps you can take to improve the experience users have when they encounter errors on your website.
This session will review the concept of WIP and explore in-depth the reasons for limiting WIP: enhancing focus, reducing cycle time, optimizing flow and making bottlenecks visible. We will give strategies for starting out with WIP limits and suggestions for what to do when a limit is reached. Finally, we'll put theory to practice by running a short, virtual simulation that all attendees can participate in.
Banish Your Inner Critic: Unblock Creativity and Amplify Your Impact - Produc...Denise Jacobs
The Inner Critic is the main source of our biggest blocks to perform at our best. Fortunately, there are simple and effective ways to banish the inner critic in order to do our best work as contributors, collaborators, and leaders.
First, you’ll discover the three mental power tools that you already possess to stop the inner critic in its tracks. Then you’ll learn methods for dealing with the fear of being judged and criticized, how to transform highly critical self-talk into that of approval and encouragement, and ways to feel like your ideas are good enough and stop committing “ideacide.”
By the end, you’ll have a roadmap of how to get unstuck, do your best work, and channel your creativity as a force for positive change in the world.
At the #MMT_TechMeetup November 2020, this presentation talks about the common Accessibility mistakes and assumptions that are made when building accessible websites. What the assumptions that are made and what to look out for to overcome them.
The presentation is by Ilesh Mistry (CMS Specialist and Kontent MVP) working at MMT Digital
#STC21 Show up. Speak up. Shut up. How to be a better #a11y Viqui Dill
Show Up, Speak Up, Shut Up: How to Be a Good Ally
STC is striving to be a more diverse, equitable, and inclusive organization. But what can members do to be better allies of people in underserved groups? In this presentation you will learn eight ways you can become a better ally:
• Educate yourself
• Share what you know
• Amplify diverse voices & perspectives
• Support the livelihood of diverse people
• Remember that a diverse person is an individual
• Support diverse people that you know
• Celebrate accomplishments
• Know that allyship is a growing process
Show up, speak up, shut up: How to be a good ally with Viqui Dill #STC_Spectr...Viqui Dill
STC is striving to be a more diverse, equitable and inclusive organization. But what can members do to be better allies of people in underserved groups? In this presentation you will learn eight ways you can become a better ally: Educate yourself; Share what you know; Amplify diverse voices & perspectives; Support the livelihood of diverse people; Remember that a diverse person is an individual; Support diverse people that you know; Celebrate accomplishments; and Know that allyship is a growing process.
@viqui_dill #STC21 #Conduit21 #STC_Spectrum_2021 #TechComm #Diversity #Equity #Inclusion #a11y
The UK Government Digital Service is the department that looks after GOV.UK, the UK government website. It's a single website that is home to over 300 government departments and agencies. This talk gives some examples of how the GDS Design Principles help our colleagues to create better public services, and how they help us to create better guidance for them too.
Smart Chicago presentation on the Civic User Testing Group (CUTGroup) for Terry Mazany's Social Enterprise Class at Northwestern University.
February 25, 2015
TIMING IS EVERYTHING
TUTORIAL PACING
Viqui Dill, Technical Communications Leader, American Woodmark Corporation
Tutorials need to be paced carefully. Too fast and folks don't learn. Too slow and they lose interest. This presentation discusses how to find a balance so that your tutorials are both engaging and effective, so that the pace is just right. Highlights include designing for the audience: creating engaged students by giving them what they need—to See/hear/touch, time to reflect, and to know what’s next; creating well-paced material that is “sticky”.
This presentation was made to participants at the recent Comview 2012 annual conference (Victorian Commercial Teachers Association). It illustrates some of my favourite web2.0 tools to use in the accounting classroom, how they can be used and shares some classroom uses.
Banish Your Inner Critic: Amplify Your Impact - Mind The Product SF 2019Denise Jacobs
The Inner Critic is the main source of our biggest blocks to perform at our best. Fortunately, there are simple and effective ways to banish the inner critic in order to do our best work as contributors, collaborators, and leaders.
First, you’ll discover the three mental power tools that you already possess to stop the inner critic in its tracks. Then you’ll learn methods for dealing with the fear of being judged and criticized, how to transform highly critical self-talk into that of approval and encouragement, and ways to feel like your ideas are good enough and stop committing “ideacide.”
By the end, you’ll have a roadmap of how to get unstuck, do your best work, and channel your creativity as a force for positive change in the world.
Webinar on 4th Industrial Revolution, IoT and RPARedwan Ferdous
This is a summarized presentation on the 4th Industrial Revolution, the Internet of Things and Robotic Process Automation (RPA). especially for the undergrad students and recent graduates for getting an overview of the topics-based on global and local trends. Maximum contents are from online and those are cited with due respect at the end 3 slides.
The webinar was arranged by IEEE ISTT Student Branch, Bangladesh on 15th May 2020. The session was 2 hours long.
Note: Slide# 6 ~ 42 was taken from one of my earlier sessions, presented for the IEEE RU Student Branch. That slide can be found here: https://www.slideshare.net/RedwanFerdous/roadmap-to-4th-industrial-revolutioniot-iiot
Crafting Delightful Broken Experiences - Matthew EdgarMatthew Edgar
How do you help your users when technology fails? This presentation was delivered at edUi 2014 by Matthew Edgar and focuses on the specific steps you can take to improve the experience users have when they encounter errors on your website.
This session will review the concept of WIP and explore in-depth the reasons for limiting WIP: enhancing focus, reducing cycle time, optimizing flow and making bottlenecks visible. We will give strategies for starting out with WIP limits and suggestions for what to do when a limit is reached. Finally, we'll put theory to practice by running a short, virtual simulation that all attendees can participate in.
Banish Your Inner Critic: Unblock Creativity and Amplify Your Impact - Produc...Denise Jacobs
The Inner Critic is the main source of our biggest blocks to perform at our best. Fortunately, there are simple and effective ways to banish the inner critic in order to do our best work as contributors, collaborators, and leaders.
First, you’ll discover the three mental power tools that you already possess to stop the inner critic in its tracks. Then you’ll learn methods for dealing with the fear of being judged and criticized, how to transform highly critical self-talk into that of approval and encouragement, and ways to feel like your ideas are good enough and stop committing “ideacide.”
By the end, you’ll have a roadmap of how to get unstuck, do your best work, and channel your creativity as a force for positive change in the world.
At the #MMT_TechMeetup November 2020, this presentation talks about the common Accessibility mistakes and assumptions that are made when building accessible websites. What the assumptions that are made and what to look out for to overcome them.
The presentation is by Ilesh Mistry (CMS Specialist and Kontent MVP) working at MMT Digital
Similar to Saying Thank You. Saying I'm Sorry. (20)
#STC21 Show up. Speak up. Shut up. How to be a better #a11y Viqui Dill
Show Up, Speak Up, Shut Up: How to Be a Good Ally
STC is striving to be a more diverse, equitable, and inclusive organization. But what can members do to be better allies of people in underserved groups? In this presentation you will learn eight ways you can become a better ally:
• Educate yourself
• Share what you know
• Amplify diverse voices & perspectives
• Support the livelihood of diverse people
• Remember that a diverse person is an individual
• Support diverse people that you know
• Celebrate accomplishments
• Know that allyship is a growing process
Show up, speak up, shut up: How to be a good ally with Viqui Dill #STC_Spectr...Viqui Dill
STC is striving to be a more diverse, equitable and inclusive organization. But what can members do to be better allies of people in underserved groups? In this presentation you will learn eight ways you can become a better ally: Educate yourself; Share what you know; Amplify diverse voices & perspectives; Support the livelihood of diverse people; Remember that a diverse person is an individual; Support diverse people that you know; Celebrate accomplishments; and Know that allyship is a growing process.
@viqui_dill #STC21 #Conduit21 #STC_Spectrum_2021 #TechComm #Diversity #Equity #Inclusion #a11y
Show up, speak up, shut up: How to be a good ally with Viqui Dill #Conduit21 ...Viqui Dill
STC is striving to be a more diverse, equitable and inclusive organization. But what can members do to be better allies of people in underserved groups? In this presentation you will learn eight ways you can become a better ally: Educate yourself; Share what you know; Amplify diverse voices & perspectives; Support the livelihood of diverse people; Remember that a diverse person is an individual; Support diverse people that you know; Celebrate accomplishments; and Know that allyship is a growing process.
@viqui_dill #STC21 #Conduit21 #STC_Spectrum_2021 #TechComm #Diversity #Equity #Inclusion #a11y
Show up, speak up, shut up: How to be a good ally with Viqui DillViqui Dill
This presentation has been revised. See the newest version here https://www.slideshare.net/viqui_dill/show-up-speak-up-shut-up-how-to-be-a-good-ally-with-viqui-dill-revised
STC is striving to be a more diverse, equitable and inclusive organization. But what can members do to be better allies of people in underserved groups? In this presentation you will learn eight ways you can become a better ally: Educate yourself; Share what you know; Amplify diverse voices & perspectives; Support the livelihood of diverse people; Remember that a diverse person is an individual; Support diverse people that you know; Celebrate accomplishments; and Know that allyship is a growing process.
If you're reading this, it is because you wish to know what it is like to suffer from autism from the perspective of someone on the spectrum. Why you should want such a thing is beyond my comprehension. Was it a child of your own who also suffers? Or was it, perhaps, a morbid curiosity? I'm telling you right now, if you're looking for some words to inspire hope then you can stop reading right now. I'm a thirty-year-old who delivers pizza and still lives with his parents, I have none to give.
#Powerofstory: the cultural program that got me clicksViqui Dill
My current job is to do internal communications within my company for IT. It’s my job to help four thousand employees make friends with our programs, especially the much avoided Microsoft Office 365 suite of products. This presentation will explain how I was able to leverage our corporate #PowerOfStory program to engage employees online and help them get over the fear of change to be able to use the tools for content management and communication.
#PowerOfStory: the cultural program that got me clicksViqui Dill
My current job is to do internal communications within my company for IT. It’s my job to help four thousand employees make friends with our programs, especially the much avoided Microsoft Office 365 suite of products. This presentation will explain how I was able to leverage our corporate #PowerOfStory program to engage employees online and help them get over the fear of change to be able to use the tools for content management and communication.
#PowerOfStory: The cultural program that got me clicksViqui Dill
My current job is to do internal communications within my company for IT. It’s my job to help four thousand employees make friends with our programs, especially the much avoided Microsoft Office 365 suite of products. This presentation will explain how I was able to leverage our corporate #PowerOfStory program to engage employees online and help them get over the fear of change to be able to use the tools for content management and communication.
On track! Running an effective meeting is more than the agenda - Summit versionViqui Dill
This is the version of my talk that will be presented at the 2017 STC Summit.
Every techcomm project includes a series of meetings. Requirements gathering and status updates are a necessary part of every project. But attending a meeting means that team members are not making progress on tasks or deliverables. How can we ensure that we make the most of this necessary evil?
This presentation will offer proven solutions for meeting management. Starting up front with an engaging icebreaker, gathering expectations about what should be accomplished during the meeting, and then collecting feedback at the end will make your meeting more effective and your team more productive.
This presentation will be interactive and engaging. Come prepared to participate, share, laugh, and interrupt. Bring it on!
On track! Running an effective meeting is more than the agenda - Conduit versionViqui Dill
This is the version of my talk that was presented at the 2017 Conduit conference for the STC PMC chapter.
Every techcomm project includes a series of meetings. Requirements gathering and status updates are a necessary part of every project. But attending a meeting means that team members are not making progress on tasks or deliverables. How can we ensure that we make the most of this necessary evil?
This presentation will offer proven solutions for meeting management. Starting up front with an engaging icebreaker, gathering expectations about what should be accomplished during the meeting, and then collecting feedback at the end will make your meeting more effective and your team more productive.
This presentation will be interactive and engaging. Come prepared to participate, share, laugh, and interrupt. Bring it on!
From Fred Flintstone to George Jetson: Creating Tension in Training Increases...Viqui Dill
The objective of a good training program is adoption and excellent field execution. This presentation is about how to use a combination of traditional training deliverables and old school psychology to gain user buy-in and achieve a successful launch. We’ll talk about how my company uses cartoons and countdowns to ensure that users seek out training and have a stake in adoption and field execution excellence.
Whether we create video, user assistance, classroom training, or documentation, what we really want is a group of folks who use the product to do an excellent job with little or no effort and make no mistakes. Creating good training is less about the deliverable and more about building the right relationship.
How Professional Organizations Can Help Your CareerViqui Dill
Where do you think Technical Communication will be 5 years from now? What can you do now to be ready for the coming changes?
Joining a professional organization can help you keep up with the changing world of Technical Communication through continuous learning, certification, and networking.
#masonstc #STCorg
The STC Leadership Program provides information about the direction of STC and it helps STC community leaders share ideas. For details about the program content, see the slides and additional handouts linked as coverage for this session. All STC community leaders are invited to attend.
We'll look at two social media success stories and discuss why each one was successful. We'll begin with a look into EdgeRank, Facebook's algorithm for prioritizing the New Feed.
Then we'll talk about a Facebook success for a 501c3. We planned a celebration for an organization of 10 people and got 100 people in attendance We'll look at another story about a group of folks who thought Facebook was either a toy or evil. We were able to get folks on board and raise money for the homeless in my town using Facebook.
We'll look at other social media outlets and introduce the Pew Research Center's internet data. We'll have a lively discussion and plenty of time for attendees to share their own successes and ask questions of the group.
Leadership Day takes place Sunday, 18 May, from 8:00 AM-12:30 PM, in the Ellis Room of the Hyatt Regency Phoenix. http://lanyrd.com/scycxf
The Leadership Day program will be published in early 2014. All community leaders are invited to attend. There is a small surcharge for this event. Email Elaine Gilliam to register if you did not do so when registering for the Summit.
The Team Member and Guest Experience - Lead and Take Care of your restaurant team. They are the people closest to and delivering Hospitality to your paying Guests!
Make the call, and we can assist you.
408-784-7371
Foodservice Consulting + Design
Specific ServPoints should be tailored for restaurants in all food service segments. Your ServPoints should be the centerpiece of brand delivery training (guest service) and align with your brand position and marketing initiatives, especially in high-labor-cost conditions.
408-784-7371
Foodservice Consulting + Design
The case study discusses the potential of drone delivery and the challenges that need to be addressed before it becomes widespread.
Key takeaways:
Drone delivery is in its early stages: Amazon's trial in the UK demonstrates the potential for faster deliveries, but it's still limited by regulations and technology.
Regulations are a major hurdle: Safety concerns around drone collisions with airplanes and people have led to restrictions on flight height and location.
Other challenges exist: Who will use drone delivery the most? Is it cost-effective compared to traditional delivery trucks?
Discussion questions:
Managerial challenges: Integrating drones requires planning for new infrastructure, training staff, and navigating regulations. There are also marketing and recruitment considerations specific to this technology.
External forces vary by country: Regulations, consumer acceptance, and infrastructure all differ between countries.
Demographics matter: Younger generations might be more receptive to drone delivery, while older populations might have concerns.
Stakeholders for Amazon: Customers, regulators, aviation authorities, and competitors are all stakeholders. Regulators likely hold the greatest influence as they determine the feasibility of drone delivery.
Public Speaking Tips to Help You Be A Strong Leader.pdfPinta Partners
In the realm of effective leadership, a multitude of skills come into play, but one stands out as both crucial and challenging: public speaking.
Public speaking transcends mere eloquence; it serves as the medium through which leaders articulate their vision, inspire action, and foster engagement. For leaders, refining public speaking skills is essential, elevating their ability to influence, persuade, and lead with resolute conviction. Here are some key tips to consider: https://joellandau.com/the-public-speaking-tips-to-help-you-be-a-stronger-leader/
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
Comparing Stability and Sustainability in Agile SystemsRob Healy
Copy of the presentation given at XP2024 based on a research paper.
In this paper we explain wat overwork is and the physical and mental health risks associated with it.
We then explore how overwork relates to system stability and inventory.
Finally there is a call to action for Team Leads / Scrum Masters / Managers to measure and monitor excess work for individual teams.
Senior Project and Engineering Leader Jim Smith.pdfJim Smith
I am a Project and Engineering Leader with extensive experience as a Business Operations Leader, Technical Project Manager, Engineering Manager and Operations Experience for Domestic and International companies such as Electrolux, Carrier, and Deutz. I have developed new products using Stage Gate development/MS Project/JIRA, for the pro-duction of Medical Equipment, Large Commercial Refrigeration Systems, Appliances, HVAC, and Diesel engines.
My experience includes:
Managed customized engineered refrigeration system projects with high voltage power panels from quote to ship, coordinating actions between electrical engineering, mechanical design and application engineering, purchasing, production, test, quality assurance and field installation. Managed projects $25k to $1M per project; 4-8 per month. (Hussmann refrigeration)
Successfully developed the $15-20M yearly corporate capital strategy for manufacturing, with the Executive Team and key stakeholders. Created project scope and specifications, business case, ROI, managed project plans with key personnel for nine consumer product manufacturing and distribution sites; to support the company’s strategic sales plan.
Over 15 years of experience managing and developing cost improvement projects with key Stakeholders, site Manufacturing Engineers, Mechanical Engineers, Maintenance, and facility support personnel to optimize pro-duction operations, safety, EHS, and new product development. (BioLab, Deutz, Caire)
Experience working as a Technical Manager developing new products with chemical engineers and packaging engineers to enhance and reduce the cost of retail products. I have led the activities of multiple engineering groups with diverse backgrounds.
Great experience managing the product development of products which utilize complex electrical controls, high voltage power panels, product testing, and commissioning.
Created project scope, business case, ROI for multiple capital projects to support electrotechnical assembly and CPG goods. Identified project cost, risk, success criteria, and performed equipment qualifications. (Carrier, Electrolux, Biolab, Price, Hussmann)
Created detailed projects plans using MS Project, Gant charts in excel, and updated new product development in Jira for stakeholders and project team members including critical path.
Great knowledge of ISO9001, NFPA, OSHA regulations.
User level knowledge of MRP/SAP, MS Project, Powerpoint, Visio, Mastercontrol, JIRA, Power BI and Tableau.
I appreciate your consideration, and look forward to discussing this role with you, and how I can lead your company’s growth and profitability. I can be contacted via LinkedIn via phone or E Mail.
Jim Smith
678-993-7195
jimsmith30024@gmail.com
1. Saying Thank You.
Saying I'm Sorry.
When TechComm goes all wrong
Viqui Dill
TechComm Leader at American Woodmark
Senior STC Member
STC New England InterChange
STC Summit 2015
3/25/2015 1| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
2. Icebreaker
• Who is this?
What did she do?
• Did you ever make a big public mistake?
What did you do to make it right?
http://www.ted.com/talks/monica_lewinsky_the_price_of_shame
3/25/2015 2| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
4. Tech rules our lives
• Tech rules our lives
• Tech can be big
• Tech can be fragile
– When technical things go wrong, they often go
wrong in big, public ways
– System users deserve an apology
– System users deserve a sincere gesture of thanks
for risking a continued relationship
3/25/2015 4| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
5. Tech rules our lives
• Tech rules our lives
• Tech can be big
• Tech can be fragile
– When technical things go wrong, they often go
wrong in big, public ways
– System users deserve an apology
– System users deserve a sincere gesture of thanks
for risking a continued relationship
3/25/2015 5| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
6. Hooray for #TechComm
• The voice of a technical organization
– Training
• “I’m sorry it’s hard to do right.”
– Online help
• “I’m sorry it’s confusing.”
– Release notes
• “I’m sorry it was broken.”
http://blog.wordbank.com/2011/12/23/best-404s-of-2011/
3/25/2015 6| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
7. Hooray for #TechComm
• The voice of a technical organization
– Training
• “I’m sorry it’s hard to do right.”
– Online help
• “I’m sorry it’s confusing.”
– Release notes
• “I’m sorry it was broken.”
http://blog.wordbank.com/2011/12/23/best-404s-of-2011/
3/25/2015 7| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
8. It’s all about the other guy
• Active listening
– Don’t interrupt
– Don’t make excuses
– Do make eye contact when
you can
– Do acknowledge the problem
3/25/2015 8| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
9. Problems with the doc?
• Prompt correction of the problem
• Gushing thanks for the feedback
• At least somebody is reading it
3/25/2015 | @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg | 9
10. Problems with the system
• List the problems fixed
– Order billing system failed to enable free shipping
on replacement parts
– Contacts screen not enabled for international
phone numbers
• Stress the focus on quality
• Apologize for the inconvenience
• Make financial or other amends
• Express thanks for the business relationship
3/25/2015 10| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
11. The “I” Message
• State how you feel (the message relationship
or meaning)
– “I feel _________________________.
• State the content of your message
– because _______________________
– which resulted in ________________________.
– What I want is __________________________.”
http://americanwoodmark.com/
3/25/2015 | @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg | 11
12. True Confessions
• I’m a screw up survivor!
• I learned!
• I made amends for the
whole organization.
– Admit we caused a problem
– Thank the folks for their
patience with us while we
worked out a solution
– Give a concrete token of our
appreciation, and make it an
awesome stress-relief toy!
3/25/2015 12| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
https://viquidill.wordpress.com/2013/05/17/thank-you-note/
13. 9-1-1 Dispatch
• What’s the worst thing a phone system can
do?
– Call the cops
– Scare the callers
– Upset the dispatcher
• My job: check up on 368 phone users
– Acknowledge the problem
– Thank them for their patience
– Win back their trust
3/25/2015 13| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
14. 9-1-1 Dispatch
• What’s the worst thing a phone system can
do?
– Call the cops
– Scare the callers
– Upset the dispatcher
• My job: check up on 368 phone users
– Acknowledge the problem
– Thank them for their patience
– Win back their trust
3/25/2015 14| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
15. Who moved my cheese?
• Who moved my cheese?
– Give the stretchy mice and cheese to clients and
teammates when you've changed processes,
interfaces, or objectives over and over.
– Thank them for being like the second mouse who
didn't freak out when the cheese moved.
– Make it public!
http://www.officeplayground.com/Stretchy-Mice-and-Cheese-P279.aspx
3/25/2015 15| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
16. Who moved my cheese?
• Who moved my cheese?
– Give the stretchy mice and cheese to clients and
teammates when you've changed processes,
interfaces, or objectives over and over.
– Thank them for being like the second mouse who
didn't freak out when the cheese moved.
– Make it public!
http://www.officeplayground.com/Stretchy-Mice-and-Cheese-P279.aspx
3/25/2015 16| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
17. I dropped the ball
• Gamification added to a training program
• Moved to another program, just before
#STC14
• I did not communicate well what was left to
do
• I did not follow through
3/25/2015 17| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
18. When pigs fly
• Flying pig
– Give the flying pig to clients and teammates who
are especially committed, even in times of
conflict.
– Tell the Agile story about the pig and the chicken.
http://www.officeplayground.com/Slingshot-Flying-Pig-P1200.aspx
http://en.wikipedia.org/wiki/The_Chicken_and_the_Pig
3/25/2015 18| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
19. I was kicked off the team
• Oh dear, I’m not on the team
– Suddenly, I’m not invited to team meetings
– When I found software bugs, nobody was happy
about it
– My test data was overwritten
– Project schedules included planned overtime
3/25/2015 19| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
20. Roses are red
• Rose above it
– Give the solar rose toy when a teammate has
persevered through a tough season.
– This works great when someone is willing to come
to work when they're sick with something non-
contagious like stress related migraines or
digestive trouble.
http://www.officeplayground.com/Solar-Dancing-Flower-Rose-P2362.aspx
3/25/2015 20| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
21. Roses are red
• Rose above it
– Give the solar rose toy when a teammate has
persevered through a tough season.
– This works great when someone is willing to come
to work when they're sick with something non-
contagious like stress related migraines or
digestive trouble.
http://www.officeplayground.com/Solar-Dancing-Flower-Rose-P2362.aspx
3/25/2015 21| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
22. I changed the plan
• The project scope and objectives changed
– Everything had to be redone
– With the same deadline
– In a high exposure project
– Impacting all 3,000 employees
3/25/2015 22| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
23. Metamorphosis
• Butterfly
– Give the butterfly solar toy
when a project starts out
ugly and then turns
beautiful after a dormant
season.
– The metamorphosis
message will not be lost
with this token of thanks.
http://www.officeplayground.com/Solar-Power-Motion-
Toy-Dancing-Butterfly-P6066.aspx
3/25/2015 23| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
24. I love my teammates
• We did our best
– Uncontrollable externals
– Unforeseen results
– Pulled together
– Without scapegoating
3/25/2015 24| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
25. Slay the dragon
• Dragon
– Give the dragon squeeze toy
when someone helps you
work through a particularly
tough situation, like slaying
a dragon.
– Users who are willing to
participate in early usability
or beta tests will appreciate
the metaphor.
http://www.officeplayground.com/Poppin-
Peepers-Dragon-P5741.aspx
3/25/2015 25| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
26. Slay the dragon
• Dragon
– Give the dragon squeeze toy
when someone helps you
work through a particularly
tough situation, like slaying
a dragon.
– Users who are willing to
participate in early usability
or beta tests will appreciate
the metaphor.
http://www.officeplayground.com/Poppin-
Peepers-Dragon-P5741.aspx
3/25/2015 26| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
27. I’m sorry. Here’s proof.
• People love a heartfelt apology
• People love toys
– By combining the two, Technical Communicators
will be able to rebuild relationships with
customers in a concrete, humorous way
3/25/2015 27| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
28. Share your story
3/25/2015 28| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
30. Did we meet your expectations?
3/25/2015 30| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
31. Connect with me
• Bio
http://wdcb.stcwdc.org/about-us/chapter-bios/dill-bio/
• Blog
https://viquidill.wordpress.com/
• Email
social_media@stcwdc.org
• @viqui_dill
https://twitter.com/viqui_dill
• Linked In
http://www.linkedin.com/pub/viqui-dill
• Facebook
https://www.facebook.com/viqui.dill
3/25/2015 31| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Editor's Notes
When technical things go wrong, they often go wrong in big, public ways. System users deserve an apology and a sincere gesture of thanks for risking a continued relationship.
When technical things go wrong, they often go wrong in big, public ways. System users deserve an apology and a sincere gesture of thanks for risking a continued relationship.
Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the online help. When we admit we had a bug and have to fix it, users find out about it in the release notes. Whether we need to say "I'm sorry it's confusing" or "I'm sorry it's broken", we need a Technical Communicator to carry the message. This presentation will discuss some of my personal experiences when technical things go wrong and several meaningful yet fun ways I found for saying "I'm sorry" and "thank you for your understanding".
Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the online help. When we admit we had a bug and have to fix it, users find out about it in the release notes. Whether we need to say "I'm sorry it's confusing" or "I'm sorry it's broken", we need a Technical Communicator to carry the message. This presentation will discuss some of my personal experiences when technical things go wrong and several meaningful yet fun ways I found for saying "I'm sorry" and "thank you for your understanding".
I have survived a number of technically sticky situations and have learned a meaningful process of making amends with negatively impacted users.
Admit we caused a problem
Thank the folks for their patience with us while we worked out a solution
Give a concrete token of our appreciation, and make it an awesome stress-relief toy!
Here are a few examples of the toys I have given out:
Who moved my cheese? Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over. Thank them for being like the second mouse who didn't freak out when the cheese moved.
Here are a few examples of the toys I have given out:
Who moved my cheese? Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over. Thank them for being like the second mouse who didn't freak out when the cheese moved.
Flying pig: Give the flying pig to clients and teammates who are especially committed, even in times of conflict. Tell the Agile story about the pig and the chicken.
Rose above it: Give the solar rose toy when a teammate has persevered through a tough season. This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migranes or digestive trouble.
Rose above it: Give the solar rose toy when a teammate has persevered through a tough season. This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migranes or digestive trouble.
Butterfly: Give the butterfly solar toy when a project starts out ugly and then turns beautiful after a dormant season. The metamorphoses message will not be lost with this token of thanks.
Dragon: Give the dragon squeeze toy when someone helps you work through a particularly tough situation, like slaying a dragon. Users who are willing to participate in early usability or beta tests will appreciate the metaphor.
Dragon: Give the dragon squeeze toy when someone helps you work through a particularly tough situation, like slaying a dragon. Users who are willing to participate in early usability or beta tests will appreciate the metaphor.
People love a heartfelt apology and people love toys. By combining the two, Technical Communicators will be able to rebuild relationships with customers in a concrete, humorous way.
Viqui would love to connect with you. Email her at social_media@stcwdc.org, follow her on twitter @viqui_dill https://twitter.com/viqui_dill, connect with her on Linked In http://www.linkedin.com/pub/viqui-dill/15/79/7a5, or make her your friend on Facebook https://www.facebook.com/viqui.dill.
Session Title:
Saying Thank You. Saying I'm Sorry.
When TechComm goes all wrong
http://summit.stc.org/call-for-proposals/
http://summit.stc.org/call-for-proposals/summit-topics-and-ideas/
http://summit.stc.org/call-for-proposals/session-types/
Session Type:
Lightning Talk (5 minutes)
These 5-minute talks are on interesting and thought-provoking topics of interest to technical communicators. Each speaker has 20 slides, automatically displayed at 15 seconds per slide. Timing is strictly enforced so you should plan to practice your presentation several times to get your timing in place. Expect to have your oratory skills tested. The Society will provide a reduced conference registration for a lightning talk.
Abstract *
Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the online help. When we admit we had a bug and have to fix it, users find out about it in the release notes. Whether we need to say "I'm sorry it's confusing" or "I'm sorry it's broken", we need a Technical Communicator to carry the message. This presentation will discuss some of my personal experiences when technical things go wrong and several meaningful yet fun ways I found for saying "I'm sorry" and "thank you for your understanding". This presentation involves toys!
Session Proposal *
When technical things go wrong, they often go wrong in big, public ways. System users deserve an apology and a sincere gesture of thanks for risking a continued relationship.
I have survived a number of technically sticky situations and have learned a meaningful process of making amends with negatively impacted users.
Admit we caused a problem
Thank the folks for their patience with us while we worked out a solution
Give a concrete token of our appreciation, and make it an awesome stress-relief toy!
Here are a few examples of the toys I have given out:
Who moved my cheese? Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over. Thank them for being like the second mouse who didn't freak out when the cheese moved.
Flying pig: Give the flying pig to clients and teammates who are especially committed, even in times of conflict. Tell the Agile story about the pig and the chicken.
Rose above it: Give the solar rose toy when a teammate has persevered through a tough season. This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migranes or digestive trouble.
Butterfly: Give the butterfly solar toy when a project starts out ugly and then turns beautiful after a dormant season. The metamorphoses message will not be lost with this token of thanks.
Dragon: Give the dragon squeeze toy when someone helps you work through a particularly tough situation, like slaying a dragon. Users who are willing to participate in early usability or beta tests will appreciate the metaphor.
People love a heartfelt apology and people love toys. By combining the two, Technical Communicators will be able to rebuild relationships with customers in a concrete, humorous way.
Skill Level:
All
Prerequisites
Recommended reading, skills, or knowledge for advanced presentations. Required if Advanced was selected above.
None
Session Keywords *
Provide 3 – 5 keywords (or phrases) to describe your session (e.g., content strategy, editing, emerging technology, coding).
training, instructional design, remote learning, demo, roll out
Audience Keywords *
Provide 3 – 5 keywords (or phrases) to describe attendees who will benefit from your session (e.g., new managers, lone writers, copywriters).
trainers, instructional designers, project managers, help desk, managers
Bio *
Tell us about yourself. Why are you the best person for this presentation?
As a technical writer for American Woodmark in Winchester, VA, Viqui is passionate about continued education and lifelong learning for those in our field. Sharing the tips and tricks she has gathered in her 15 years as a writer, she is actively promoting networking with other writers to help us all learn and stay connected.
Viqui describes herself as "Technical writer, wife and mom, bass player, worship leader, I'm happiest when folks sing along with me."
Viqui would love to connect with you:
social_media@stcwdc.org
@viqui_dill https://twitter.com/viqui_dill
http://www.linkedin.com/pub/viqui-dill/15/79/7a5
https://www.facebook.com/viqui.dill
Also see my bio on the STC WDCB website
http://wdcb.stcwdc.org/about-us/chapter-bios/dill-bio/
and my Linked In profile
http://www.linkedin.com/pub/viqui-dill/15/79/7a5/
Examples of Presentations
Enter a URL to Slideshare, Lanyrd, or other speaker site to share examples of your past presentations.
STC Summit 2014
Lightning Talks 2
Social Media Is Not The Devil
http://lanyrd.com/scxtdy
http://www.slideshare.net/viqui_dill/social-media-is-not-the-devil
InterChangeNE 2014
Social Media Success Stories: How I used a picture of my pastor naked to pack the church
http://stcnewengland.org/page-1750761?
http://www.slideshare.net/viqui_dill/social-media-success-stories-32881634
STC Leadership Webinar
November 14, 2013
Websites, Wikis, Email, and Social Media - Part 2
http://www.slideshare.net/viqui_dill/social-media-webinar-stc-cac-websites-wikis-part-2
http://stc.adobeconnect.com/p3z90v0ib8h/
STC WDCB Summer Vision Day
2013 Super Power Survey
http://www.slideshare.net/viqui_dill/2013-stc-wdcb-super-power-survey
STC Summit 2013
Leadership Program
Expose Yourself Online
Part Two: Social Media
http://lanyrd.com/scbxhk
http://www.slideshare.net/viqui_dill/stc13-ld-communications-publicity
Writing and Editing Progression
Every Topic Is Page One
http://lanyrd.com/scfpkq
http://www.slideshare.net/viqui_dill/every-topic-is-page-one-33442063
60th Anniversary Celebration Party
Rough Drafts
http://lanyrd.com/scgbbm
http://www.slideshare.net/viqui_dill/rough-drafts-set-list-stc13-atl
STC WDCB Competitions Celebration 2013
March 13, 2013
I’m a SuperHero Icebreaker
http://www.slideshare.net/viqui_dill/im-a-super-hero-icebreaker
STC Summit 2012
Leadership Program
Do You Want That Tweeted, Posted, or Emailed?
http://www.slideshare.net/viqui_dill/stc-social-mediasurvey
Education Progression
Tutorial Pacing
http://stcsummit.zerista.com/event/member/51771
http://www.slideshare.net/viqui_dill/tutorial-pacing
Music Jam
http://stcsummit.zerista.com/event/member/51648
http://www.slideshare.net/viqui_dill/rough-drafts-stc-2012-jam-sets