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

2. About me... Blog: http://pianorayk.wordpress.com
LinkedIn:
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

3. 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!

4. 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?

5. 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)

6. 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?

7. 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

8. Knowing your audience

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

10. 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

11. 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!!!

12. 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!!!

13. 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

14. 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

15. 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? ?
Phone?
Face to face?
Social media?
Combination of the above?
Something else?

16. 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?

17. 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

18. Thanks for listening, everyone!
Check out my ‘blog at