Accelerated Authoring™ @ Method M

Working on training my own writers in writing as little as possible, and having that little extremely focused on user needs, we developed an in-house course called Bare Bones Communications. 

The syllabus is now posted on the web — and comments are more than welcome.  One of the goals is to help reorient writers moving, or thinking about moving in the future, to DITA or other topic-based authoring approaches.
Katriel

In this space we have written about Technical Documentation and Your Company in Google. For some practical tips and discussion about getting Google to index your documentation, see the tips “Create a word map of your help“. In the same post on HelpAuthoring.Info, the author also offers sound advice for getting your onlinde documentation in front of the viewing public:

“The best approach is to place several links to your manual in different sections of your web site: on any product description page, support page, and download page. These are the pages where users expect to find online help. Show them your help content masterpiece.”

Katriel

The Claim: Everything takes longer with DITA

Over coffee this week I heard the complaint “everything takes longer with DITA” from a tech writer at a company that recently converted from unstructured FrameMaker to DITA. Why? Well you just can’t do File Open, add a paragraph or two, and consider your update done.

The Facts

The complaint may well be absolutely true – for the writer at the moment at the time of adding a paragraph. But it is absolutely false for the total document cost because DITA enables:

• Delivery of the content to the user in multiple instances (e.g. troubleshooting, installation, FAQ, etc.).
• Customization of the document for presentation to different types of users.
• Easy updating of the content.
• Definition of related topics (tasks that must be performed in a sequence, for example).
• Focusing information on what the customer needs at a particular moment (how-to information, for example, or reference content).
• And, of course, lower translation costs and much, much, much more.

The Bottom Line

Granted in some cases the productivity of technical writers may drop when writing a first draft, especially in the early stages of learning a new tool, but the total document cost will drop with DITA. Go for it!

Katriel

OK. So you made a document wiki. But how do you get subject matter experts to contribute? After all, in Wikipedia only a fraction of viewers ever contribute, but that fraction is still a very large critical mass (As of November 2006, Wikipedia receives 200,000 edits a day). This post was motivated by an off-line correspondence with Anne Gentle about motivation for contributors. Anne’s blog Exploring Information Design and Development has many useful and well-written posts about DITA, Wikis and other topics.

So How Does Your Document Wiki Reach a Critical Mass?

You probably don’t need anywhere need 200,000 edits a day – or even a year – for your Wiki to reach a critical mass that it will be interesting enough to attract and retain viewers. But you to need to attain a critical mass. If your users think that most of the reference and how-to information that they need is found in on-line help, your technical document Wiki project will fail.

Incentives, Incentives, Incentives

You could rely on the good will of your subject matter experts to contribute to the Wiki for the common good. Or, you could recall that 20^th century efforts to replace personal incentives with altruistic “from each according to his ability, to each according to his need” resulted in the deaths of tens of millions from repression and famine under Stalin and Mao.

In the academic world, recognition for contributing knowledge (typically measured by publications) comes in the form of tenure, increased research grants, and – of course – enchanced social status in the community.

A brief and readable academic study “Why Do People Write for Wikipedia? Incentives to Contribute to Open-Content Publishing” by Andrea Forte and Amy Bruckman of the Georgia Institute of Technology, describes what incentives work for Wikipedia and provides important lessons for any organization who wants to ensure the success of their own Wiki.

Bottom line: you need to provide incentives.

What Can You Do to Provide Incentives for your Company Wiki?

One approach is just to close down alternative venues. No more RoboHelp, Flare, or WebWorks conversions from Word or FrameMaker. This approach is likely to work for your technical writing staff who, after all, have to put their output somewhere. But, it is unlikely to work for subject matter experts (SMEs) – the engineering, implementation, support and management whose inputs we want and need to reach critical mass.

For SMEs, I suggest recognition. First and foremost recognition. In any organization, but especially in large organizations, ambitious staff need to keep their face in the public view to advance.

• Topic pages should identify contributors and editors.
• User pages should provide metrics for contributors (e.g., started X topics, contributed edits to Y topics, offered Z edits over the last year).
• Topic pages or user pages should offer contributors the possibility of including their picture, real name and/or contact information (e.g. Jane Doe, implementation mananger for new customers in Slovakia.)

Katriel

Last week had the chance to a colleague who just converted thousands of documentation to DITA. They had a budget for converting thousands of pages of existing unstructured FrameMaker content to valid DITA XML, but no time or resources to rework the content into concept, task and reference chunks. So, was the conversion to DITA worthwhile?

The resounding answer was “yes”. Here’s why: immediately they can easily reuse topics and produce to customized outputs for very specific needs just by editing the DITA map.

Next post: Does Everything Take Longer in DITA?
Katriel

In response to “It takes a confident technical writer to ‘let go’ and open up his or her documentation to Wiki” in a previous post I have been berated for not mentioning that you can configure most Wikis to allow select users to add/edit content. 

So, for clarity:  

• You can configure most Wikis to allow select users to add/edit content. 
• For example, you might want to allow the tech writers, product managers and CTO write permission.
• For other users, the Wiki functions much like a regular on-line help (except, of course, you can enable users to add comments, view other comments, and you can exercise a lot of control over the look and feel of the Wiki.)

Katriel

“Google is not a search engine. Google is a reputation-management system.” – Clive Thompson in Wired (March/April 2007).

Think about how your company appears in Google – and if you can leverage tech documents to improve your Google ratings. As an example, let’s take a company called HumanEyes that offers “software for producing visual 3D and lenticular effects.”

Googling for lenticular printing yields just one result for HumanEyes in the top 10. You guessed it – a page from tech docs posted to the web with useful information about lenticular lens types. Kudos to the authors at HumanEyes!

When deciding if tech documentation will be posted to the web, factor in the influence on the Google “reputation-management system”. Tech writers – start planning on-line documentation for maximum effect on Google rankings. And when you succeed, show management (before annual bonuses are calculated)!
Katriel

Productivity — when you think about topic-based authoring, think of the productivity gains.  Writers work faster and better when presented with a fill-in-the-skeleton, and when they don’t worry about look and feel.

Reuse, consistency, the ability to create custom documents for readers are all big factors in deciding to move to topic-based authoring.  But don’t forget productivity.
Katriel

Tom Johnson of Tech Writer Voices has setup a directory of technical writer blogs.  This is an excellent resource.

By the way, Tom has both Tech Writer Voices (a podcast for technical writers) and I’d Rather be Writing (a blog for technical writers, with lots of neat ideas and useful links).