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

About Ray Kim... Interests: My wife (Lianne) and two cats (Bernard, Nutmeg) Playing music (four different instruments, member of KKΨ band fraternity) Listening to music (classical, jazz, progressive rock) Sports: Syracuse (GO ORANGE!!!), RPI (GO RED!!!), NY Yankees, fantasy football, CrossFit Blog: LinkedIn: Software developer Web developer Systems analyst Technical writer Adjunct instructor Computer operator 25+ years experience working in technology BS in computer science, Syracuse University MS in technical communication, Rensselaer Polytechnic Institute Member of CASSUG (Albany SQL user group) and Albany UX/UI user group, former member of 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

Abstract Let’s talk about the problem Let’s illustrate the problem Get to know your audience Let’s talk about documentation A few ways to get your point across What about the medium? What’s in it for you?

Let’s talk about the problem... Henry Blake, relaying instructions to Hawkeye and Trapper to disarm a bomb: Lt. Col. Henry Blake: [reading a set of instructions] “…And carefully cut the wires leading to the clockwork fuse at the head.” [Trapper cuts the wires] Lt. Col. Henry Blake: “But first, remove the fuse.” (Source: iMDB.com)

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 Understand their needs Source:

Know your audience Source: What you know may NOT be what they need!

Know your audience Perception – what you see may not be what they see! Source:

Know your audience Put yourself in the client’s shoes – what if YOU are the client? How a problem is described can make a difference Ask questions – what do (or don’t) they know? – If you’re on the service end, ask questions that prompts the client to give better answers Examples?

Know your audience Keep it high level – most people aren’t interested in technical detail – “Don’t tell me how to build the clock; just tell me what time it is!” KISS principle Respect your audience – listen to what they say, and NEVER talk down to them Make your audience comfortable

Let’s talk about documentation... Don’t underestimate the power of good documentation! Good documentation answers questions and saves time Make sure information is well-organized Dont underestimate using Grammar good and makeing sure everything is speled write??? There are many ways to document (e.g. documenting code) Remember – reading is work!!!

Did I mention... ? READING IS WORK!!!!!!!!!!!!!!! Reading technical documentation is NOT the same as reading a book! Document must have enough information to be useful, yet be able to convey it effectively Organization, layout, and design are important If your audience cannot follow your instructions quickly and easily, your document has failed Different documents serve different purposes

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: how would you use these forms of communication? – Documentation? – ? – Phone? – Face to face? – Social media? – 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 Better understanding of the material Improving those around you Increased sales Preventing conflict Advancing your career Anything else I missed?

So, what’d we just talk about? Don’t underestimate the ability to provide information – it’s harder than you think! Know your audience – understanding your client’s knowledge and needs helps you help him/her. KISS!!! Good documentation can go a long way! – READING IS WORK!!!!!!!!!!!!!!!!!!!!!!!!!! – Illustrations – pictures, examples, analogies – can be very effective, if used properly. The medium is the message.

Wrap-up Questions? Comments? Jokes? Wisecracks?

So long, and thanks!