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Combining Social Media with Help Authoring Tom Johnson
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The Allure of Social Media
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Wikis
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Advantages of Wikis Wisdom of users Group collaboration Easy updates Visible writing process SME contributions Transform the tech writer role Integrate user's perspective Simple tools
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Drawbacks of Wikis Primitive formatting Simple website No single sourcing Printed manuals difficult Infrastructure limitations Marginal user contributions Requires a leader Inaccuracies problematic Resistant corporate culture
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Blogs
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Advantages of Blogs Communication venue Convert users to power users Feature requests/bugs Connection with users SEO Power Personalized company face
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Drawbacks of Blogs Not integrated with online help Requires a blogger RSS ignorance Comment spam Getting the right tone is tough
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Social Networks
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Advantages of Social Networks Visual pictures of users Niche conversations Another contact point
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Drawbacks of Social Networks No one goes there Another login Only web-based
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Podcasts/Videocasts
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Advantages of Podcasts/Videocasts Engaging format Users have rich media devices Great blog content
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Drawbacks of Podcasts/Videocasts Time consuming Lengthy to watch or listen to Equipment costs
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Forums
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Advantages of Forums Comfortable atmosphere Empowers enthusiastic users Increases your support resources One-to-many communication
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Drawbacks of Forums Unanswered questions sour users Not integrated with online help Updating is a nightmare Gives voice to frustration Another hat to wear
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Interactive Help
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Advantages of Interactive Help Another point of interactivity Topic ratings potentially useful
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Drawbacks of Interactive Help No one uses it
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Transformations for Tech Writers Less technical writing Multiple hats Expert knowledge about users Product leader and influencer
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Tom Johnson www.idratherbewriting.com 801-822-2241 tomjohnson1492@gmail.com
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