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Creating a multiple learning channel improves the learning experience of WordPress users. Ideas, tips & case study for the increase theme and plugin developers.
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Create GreatUser Documents
by Gloria AntonelliWordCamp Chicago 2013
for Theme & Plugins Developers
about me artistdesignertechnologisttrainerconsultantweb strategistwordpress developer
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
stuff i know
htmlcss
phpwordpress
web standards
uxuiseographic designcontent strategyusability testinginformation architecture
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
long tail of WP usersdocumentation culturedoc types for learningwriting tipsvisual presentation tipsinstructional presentation tipsfindabilityuser interfacedoc sprintscase studies
learning channel overview
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Improving WordPress Themes & Plugins Support Documentation
By Gloria Antonelli
Video available on WordPress.TVSlides available on Slideshare.net
The conversation started at WPChicago 2011.
documentation
developmentdesigndocumentation
WP GOLD STANDARDS
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
new & non tech users
expe
rien
ced
user
s
The Learning Curve
Difficult
Easy
Long Tail of WP Users
Unlimited nichewith limited skill.
Multiple Learning Layers
Essential Advanced WordPress Admin UI HTML5 Theme Functionality CSS3 Theme Options PHP Theme Widgets JQUERY
“Learn” image Aaron Schmidthttp://www.flickr.com/photos/aaronschmidt/
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Buried in support requests?
A great learning center can transform your business.
http://flic.kr/p/dqKrEJ
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Stand out in the Market Place Decrease Support Requests
Increase Customer Satisfaction
Increase Your Happiness Level
http://flic.kr/p/
Users select themes & plugins by learning
channel quality.
Documentation Culture
Your Job
Provide instructional information to users.
Document development time up front or pay on the back end with support time.
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Improve Users Productivity
Identify your user goals & learning outcomes.
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
http://www.flickr.com/photos/lac-bac/7509282230/
Provide Road Maps
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Road Blocks
Users have different skill sets, technical expertise, and learning styles.
No single format works for everyone.
Provide multiple learning channels for success.
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Learning Doc Types Topical GuidesTutorials Reference Guides
How to’s System Requirements Knowledge Base
Step by Step Infographics eBook/WhitePaper
Screencast Code Snippets Trouble Shooting
Webinars Deep-Dive Manual
Videos Start Guides FAQ
Offer multiple optionsfor learning.
Offer multiple optionsfor learning.
GlossaryOffer multiple optionsfor learning.
Offer multiple optionsfor learning. Overviews
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Infographics
http://marktimemedia.com/redesigning-the-template-hierarchy/
ForumsSometimes good & sometimes not good.
Many Theme companies are closing forums and moving to ticketed support systems.
Start Here
Then Edit
Most docs don’t go beyond a rough draft.
http://flic.kr/p/7DhKhD
http://flic.kr/p/6wPQhm
edit on paper
read slowly read out loud
review 3X
Successful Editing
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Writing TipsTarget each audience group.
Act like a personal instructor.
Be conversational.
Be brief, clear, concise, & helpful.
Write short paragraphs & omit fluff.
Don’t buried important info in a wall of text.
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Visual Presentation TipsCreate a documentation style guide.
Chunk instructional content.
Use tables & lists.
Use callouts.
Format for scanning.
Use header hierarchy.
Use color coding.
Use white space for readability.
Instructional TipsBreak down into step by step instructions.
Create new tutorials from forum conversations.
Provide written content for videos.
Include clarification of terminology.
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Anticipate Questions
1. Write down real questions.
2. Develop detailed instructions to answer the question.
3. Plug into learning channel.
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Findability
Table of Content
Site Map
Index
http://flic.kr/p/7PTDDm
ability to locate and present usable information easily, accurately, and quickly as possible.
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Doc Sprints
Collaborative Document Sprints are a good fit for technical documentation.Sprints organize people to write documentation in a few days - same location or multiple time zones.
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
Documents should not be behind a walled garden.
Garden WallBy join the dots
http://www.flickr.com/photos/dillemma/8740718365/
Information Architecture
IA categorization of information into a coherent structure.
Arrange for Importance or Skill Level
Start Here Call of Actions
Descriptive Headers
Site Map & Topic Overviews
GroupTopics
WordCamp Chicago 2013@GloriaAntonelli #WCCHI
verify content & code
learners skills & abilities
iterate, iterate, iterate
EvaluationAssessment
Modifications
http://flic.kr/p/L5v2U
Time for Updates
Continual Document Review
http://flic.kr/p/4PeAb
Easy Docs Theme
Obox - an example of multiple leaning channels
http://kb.oboxsites.com/
Disclaimer: A review of the learning channels layout not of Obox theme quailty.
Obox
Obox
Obox
Obox
Obox
Obox
Obox
No clear path to the plugin information.http://yoast.com/wordpress/seo/
An example of a clear path of learning.
Join the
WordPress Global
Community
thank you!Gloria Antonelli
@GloriaAntonelligoogle +linkedinfacebook
Emerging Technology& Web Strategist WordPress Developer Consultant & Trainer
