A look at how just delivering user assistance is only half the battle. This presentation looks how Technical Communicators should look at improving both the end user experience and general product usability by improving how the user assistance is delivered.

1. Colum McAndrew
RoboColum(n) Consulting
Content delivered? Check!
OK. How do we use it?
Technical Communication UK Conference
Bristol 25th September 2013

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How do others do it ?

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When does User Assistance end ?
 Test build ?
 Deliverable sign off ?
 Release build ?
 Product release ?
 The answer is ………
None of the above !

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Adding value to User Assistance?
 Training on how to use
user assistance.
 Make it visible.
 Add interactivity.
 Evangelise content.
 Watch and listen.
 Get feedback.

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Training: Internal users
 Train them so they
can train others.
 Look for training
opportunities.
 Get people on your
side.
 Evangelise your
content.

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Training: External users
1. Does your company
train users ?
2. What do you train users
on ?
3. What does your
“product” include?
4. What is installed with
your product ?

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Training materials
 Include chapter on
using the Help.
 Set exercises to
get users using it.
 Ask them what
they think.
 Feedback to the
Technical Writers.

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Making things visible

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Making things visible

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Painting the Forth Bridge TechComm Style
 Is it just about providing
the content ?
 It is also how users
interact with it.
 Is there quick and easy
access to it ?
 If you finish, it is time to
retire !

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Context Sensitive Help
What is the first thing you see in this dialog ?

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Context Sensitive Help
What is the first last thing you see in this dialog ?

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 Help is the last thing
they see.
 “No Undo” where
exactly?
 Dialog has 13 different
UI elements. What
does “Help” provide?
 No “OK” button.
Context Sensitive Help

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Context Sensitive Help

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Embedded help………yuk!

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 Field descriptions at
the bottom.
 “Common questions”
but not here!
 Open “Details” in new
window
Embedded help………yuk!

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Embedded help…close but no cigar!

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 Embedded help could
be next to the action.
 Access to further
information.
 Not sure what this
adds.
Embedded help…close but no cigar!

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Embedded help…......Yay!

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Evangelising your content
If no one is buying your product, what do you
do?
 Find out why
 Market it
◦ Social media
◦ Press release
◦ Release notes
 Change it
◦ Context sensitive / embedded help
◦ UI (e.g. error messages)
◦ Visual / written style

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Learning styles: Snagit

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Learning styles: Snagit

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Watch and listen
 Don’t be afraid to
engage with others.
 Look for quick
gains.
 Seek approval to
contact customers.

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Getting feedback
 Google analytics
 RoboHelp Server /
Madcap Pulse
 Customer contact
 Inter-departmental
communication

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Watch and listen…. BBC Blackadder style!
“C is for contrafibularity”

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RoboColum(n) Consulting
@robocolumn
robocolumn@cmcandrew.com
http://uk.linkedin.com/in/notcolin
www.cmcandrew.com
www.robocolumn.com