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Table of contents
Abstract
Cardinality in communication
User assistance in a Web 2.0 world
Technical Writing 2.0
Integrating Web 2.0 and user assistance
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Technical Writing 2.0
Given the impending collision of technical writing and Web
2.0, what will Technical Writing 2.0 look like for professional
content creators? Any strategy must take into account corporate
policies (if they exist), but consider the following actions:
- Read blogs, forums, and wikis to keep up with
user comments.
- Correct mistakes when you find them by commenting on
blogs and forums or editing wiki pages. (Note that some wiki policies
discourage editors who have an affiliation with the topic in question
from making changes. Be sure that you understand the wiki’s culture
before you make changes.)
- When you participate in online discussions, be clear
about your corporate affiliation. You might choose not to give your
entire name, but you could create an ID such as ProductXTechWriter
that explains your position.
- Your power as a gatekeeper is greatly reduced. Although
you can choose to omit information from the official product documentation,
it’s likely that the information will surface somewhere on the web.
Instead, embrace your new role as a curator whose job it is to ensure
that the best, most useful information is highlighted for readers.
For this, product expertise is critical.
- Be cautious about product positioning or marketing content.
If the official documentation glosses over problems, readers will
probably choose unofficial, unapproved alternatives. It’s not necessary
for the official documentation to bash the product, but a dose of
candor will help you keep your readers.
Next page:
Integrating Web 2.0 and user assistance
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