“Whacha just say?” Talking technology to non-technical people by Ray Kim

First, a little about me... Ray Kim LinkedIn: (yes, I am a musician in my spare 20+ years experience working various tech positions (software developer, web developer, systems analyst, technical writer, adjunct instructor, computer operator) BS in computer science MS in technical communication Member of CASSUG (Albany SQL user group) and Albany UX/UI user group, former member of STC (Society for Technical Communication)

What you’re about to experience... This is NOT a technology-specific presentation I don’t like to lecture – I prefer to discuss issues and act as a facilitator This presentation is interactive – YOU will determine how this presentation goes! Most of this material is based on personal experience

Let’s talk about the problem... What happens when you need to explain a technical concept to someone who knows little or nothing about the technology? Possible audience members: professionals (doctors, lawyers, etc.), managers, co-workers, customers, angry people calling the help desk Anyone have any horror stories to tell?

Let’s illustrate the problem... The Tie Demonstration... Source:

Let’s illustrate the problem... The Tie Demonstration: We have a volunteer who does NOT know how to tie a tie The rest of you will explain to him/her HOW to tie a tie Once we’re done, let’s discuss the experience

Know your audience Source:

Know your audience Perception vs. reality Source:

Know your audience Understand their needs Source:

Know your audience What if YOU are the client? Knowing how to describe the problem can make a big difference If you’re on the service end, try to ask questions that would prompt the client to give better answers Examples?

Know your audience Ask questions – what do/don’t they know? Keep it high level – most people aren’t interested in detail – just tell them what time it is, not how to build the clock KISS principle Always respect your audience – listen to what they say, and never EVER talk down to them Make your audience comfortable – let them know that you’re there for them

Let’s talk about documentation... Don’t underestimate the power of well-written documentation! – Internal or external doesn’t matter... –... but it especially matters for external – it makes you look good!!! – Make sure information is well-organized – good layout and organization is important – Dont underestimate using grammar good and makeing sure everything is speled write??? – However, good grammar aside, documenting code counts too!!! – Remember – reading is work!!!

A picture is worth a thousand words Which of these instructions would you rather follow? The four-in-hand knot Long and narrowly- to complete a standard collar of a shirt Start with the broad end of the tie on the right side 30 centimeters under the narrow end. Cross the broad end of the crawatte over the narrow end and put it under the narrow side. Go on by tunring the broad side till the frontside of the narrow side. And now pull the broad end of the necktie through the nape loop. By doing that untight the knot in the front with the forefinger. And then put the broad end of the necktie through the hole in the knot Pull your forefinger out and tight the knot carefully. By doing that hold the top of the knot with your forefinger and thumb and form the middle fold with your middle finger. The knot should be situated in the middle of the shirt. And the top of the collar should be placed on the shirt itself. Now it looks perfectly done… Source: tie-description.html Source:

Examples are a good thing... Which of these would YOU rather follow? Source: our old friend, MSDN!

... and so are analogies Actual workplace statement – “You can’t store 1 GB of data on a half GB drive.” (This is a true story – the customer didn’t understand that data takes up space!) What might have worked better*: – “You can’t store 10 pounds of stuff in a 5 pound bag.” *Of course, if a customer doesn’t understand that data takes up space, it might not!

Sometimes, how a message is delivered makes a difference “The medium is the message.” – Marshall McLuhan, 1964 Meaning the medium itself, not necessarily its content, can affect how society reacts Discussion: what do YOU think is most effective? – Documentation? – ? – Phone? – Face to face? – Combination of the above? – Something else?

What can you get out of the ability to “translate tech”? A reputation for good customer service Cost and time savings Improving those around you Increased sales Preventing conflict Advancing your career Anything else I missed?

A few resources to check out: Society for Technical Communication (STC): “How to Talk Tech to Nontechnical People” to-non-technical-people/ to-non-technical-people/ “13 Tips on How to Tech-talk to Non-techies” “How To Talk to Tech Support” (the view from the customer’s end): hsupprob.htm hsupprob.htm... and too many more to list here!

Wrap-up Questions? Comments? Jokes? Wisecracks?