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How to motivate users to use technical documentation: best practices and real-world examples
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STC Summit 2014 © 2014, ClickStart
Motivating Users – STC Summit 2014 Scott DeLoach – [email protected] ClickStart – www.clickstart.net
Challenge: users don't like to use documentation
Too busy Think it takes them "off task" Don't want to read (or think it's too much content) Think it's boring
What users want
Quick answers Examples Procedures Reasons
How they want it
STC Summit 2014 © 2014, ClickStart
Seduce users with links
Quick tip… How do I…. Tell me more… Expert tips… Why we need this information…
STC Summit 2014 © 2014, ClickStart
Quiz users
Quizzes Contests Challenges
STC Summit 2014 © 2014, ClickStart
Provide Options
Create multiple documents and/or help systems: “Just the facts” “All the details”
“Get started fast” XYZ Technical reference
“XYZ for beginners” “XYZ for experts”
Let users participate
Discussion groups Annotations Wikis
STC Summit 2014 © 2014, ClickStart
Let users vote
Topic ratings Frequently-asked questions Recent questions
Give users a voice
Chat Feedback Annotations
STC Summit 2014 © 2014, ClickStart
Invite them back
Bookmarks/Favorites Breadcrumbs RSS feeds
STC Summit 2014 © 2014, ClickStart
Don’t just tell them, show them
Tutorials Demonstrations
STC Summit 2014 © 2014, ClickStart
Provide incentives
MVP and certification programs Easter eggs Participation levels in discussion groups
STC Summit 2014 © 2014, ClickStart
Have some style
Voice Tone Colors and design Recurring examples
STC Summit 2014 © 2014, ClickStart
About the presenter
Scott DeLoach is the Founder of ClickStart, where he provides training and consulting for MadCap Flare, Adobe Captivate, embedded user assistance, CSS, and HTML5. He has been developing browser-based help systems since 1997, and he has received four Best in Show awards for his work from STC. Scott is a certified Flare and Captivate instructor, and he is the author of MadCap Flare V10 Developer's Guide, CSS to the Point, HTML5 to the Point, and Word 2013 to the Point. For more information about Scott's books see www.lulu.com/clickstart. You can reach Scott at www.clickstart.net or by email at [email protected].
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