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

About me... Blog: http://pianorayk.wordpress.com LinkedIn: https://www.linkedin.com/in/pianorayk Working in technology since 1989: Computer operator , instructor , technical writer , analyst , webmaster , developer Member of CASSUG (Albany SQL user group) and Albany UX/UI user group BS in computer science, Syracuse University (LET’S GO ORANGE!!!) MS in technical communication, Rensselaer Polytechnic Institute (GO RED!!!) Interests: My wife (Lianne) and two cats (Bernard, Nutmeg) Playing music (four different instruments, member of KKΨ band fraternity) Sports: Syracuse football and basketball, RPI ice hockey, NY Yankees, fantasy football, CrossFit

About this presentation This is NOT a technology-specific presentation I don’t like to lecture – I prefer to discuss issues and act as a facilitator Most of this material is based on personal experience Please ask questions! Feel free to engage!

Abstract Let’s talk about the problem Let’s illustrate the problem Knowing your audience About documentation 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] “…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?

Let’s illustrate the problem… Giving or receiving instructions isn’t easy! Demo time! “The Tie Demonstration” I need a volunteer – preferably someone who does NOT know how to tie a tie! Our volunteer will attempt to put on the tie The rest of us will tell him or her how to put on the tie Discuss when we’re done

Knowing your audience

Knowing your audience Perception… what you see may not be what your audience sees

Knowing your audience Try putting yourself in the client’s shoes. What if YOU are the client? How do you feel when you’re talking to support? How would you want to be treated? What does the client need? Ask questions What do (or don’t) they know? What do they see, hear, or sense? Ask questions that are designed to get better answers

Knowing your audience Keep it high level KISS principle “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 Be patient!!!

About documentation Don’t underestimate the power of documentation! Good documentation saves time, effort, and money There are many ways to document (e.g. documenting code) Document development = software development Remember – reading is work!!!

About documentation Did I mention? READING IS WORK!!! Reading technical documentation is NOT the same as reading a book! Documentation should be informative, yet effective If your instructions cannot be followed quickly and easily, the document has failed “Good documentation is like a joke. If it has to be explained, it’s not very good.” Different documents serve different purposes

About documentation Illustrations are effective A picture is worth a thousand words But be careful – there IS a wrong way to use pictures! Examples are a good thing… …and so are analogies

What about the medium? “The medium is the message.” Marshall McLuhan, 1964 The medium can affect how the audience reacts Discussion: what is the best medium? Documentation? Email? Phone? Face to face? Social media? Combination of the above? Something else?

What’s in it for you? Good customer service reputation Cost and time savings Better understanding of the material Improving those around you Increased sales Preventing conflict Advancing your career Anything else I missed?

Summary Instructions are harder than you think! Know your audience KISS!!! Patience is a virtue Good documentation goes a long way! READING IS WORK!!!!!!!!!!!!!!!!!!!!!!!!!! Illustrations are very effective, if used properly The medium is the message

Thanks for listening, everyone! Check out my ‘blog at https://pianorayk.wordpress.com