Create GreatUser Documents

by Gloria AntonelliWordCamp Chicago 2013

for Theme & Plugins Developers

about me artistdesignertechnologisttrainerconsultantweb strategistwordpress developer

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

stuff i know

htmlcss

phpwordpress

web standards

uxuiseographic designcontent strategyusability testinginformation architecture

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

long tail of WP usersdocumentation culturedoc types for learningwriting tipsvisual presentation tipsinstructional presentation tipsfindabilityuser interfacedoc sprintscase studies

learning channel overview

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Improving WordPress Themes & Plugins Support Documentation

By Gloria Antonelli

Video available on WordPress.TVSlides available on Slideshare.net

The conversation started at WPChicago 2011.

documentation

developmentdesigndocumentation

WP GOLD STANDARDS

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

new & non tech users

expe

rien

ced

user

s

The Learning Curve

Difficult

Easy

Long Tail of WP Users

Unlimited nichewith limited skill.

Multiple Learning Layers

Essential Advanced WordPress Admin UI HTML5 Theme Functionality CSS3 Theme Options PHP Theme Widgets JQUERY

“Learn” image Aaron Schmidthttp://www.flickr.com/photos/aaronschmidt/

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Buried in support requests?

A great learning center can transform your business.

http://flic.kr/p/dqKrEJ

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Stand out in the Market Place Decrease Support Requests

Increase Customer Satisfaction

Increase Your Happiness Level

http://flic.kr/p/

Users select themes & plugins by learning

channel quality.

Documentation Culture

Your Job

Provide instructional information to users.

Document development time up front or pay on the back end with support time.

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Improve Users Productivity

Identify your user goals & learning outcomes.

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

http://www.flickr.com/photos/lac-bac/7509282230/

Provide Road Maps

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Road Blocks

Users have different skill sets, technical expertise, and learning styles.

No single format works for everyone.

Provide multiple learning channels for success.

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Learning Doc Types Topical GuidesTutorials Reference Guides

How to’s System Requirements Knowledge Base

Step by Step Infographics eBook/WhitePaper

Screencast Code Snippets Trouble Shooting

Webinars Deep-Dive Manual

Videos Start Guides FAQ

Offer multiple optionsfor learning.

Offer multiple optionsfor learning.

GlossaryOffer multiple optionsfor learning.

Offer multiple optionsfor learning. Overviews

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Infographics

http://marktimemedia.com/redesigning-the-template-hierarchy/

ForumsSometimes good & sometimes not good.

Many Theme companies are closing forums and moving to ticketed support systems.

Start Here

Just Start Writinghttp://flic.kr/p/DGUbY

Then Edit

Most docs don’t go beyond a rough draft.

http://flic.kr/p/7DhKhD

http://flic.kr/p/6wPQhm

edit on paper

read slowly read out loud

review 3X

Successful Editing

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Writing TipsTarget each audience group.

Act like a personal instructor.

Be conversational.

Be brief, clear, concise, & helpful.

Write short paragraphs & omit fluff.

Don’t buried important info in a wall of text.

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Visual Presentation TipsCreate a documentation style guide.

Chunk instructional content.

Use tables & lists.

Use callouts.

Format for scanning.

Use header hierarchy.

Use color coding.

Use white space for readability.

Instructional TipsBreak down into step by step instructions.

Create new tutorials from forum conversations.

Provide written content for videos.

Include clarification of terminology.

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Anticipate Questions

1. Write down real questions.

2. Develop detailed instructions to answer the question.

3. Plug into learning channel.

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Findability

Table of Content

Site Map

Index

http://flic.kr/p/7PTDDm

ability to locate and present usable information easily, accurately, and quickly as possible.

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Doc Sprintshttp://flic.kr/p/PWNcf

Collaboration

Doc Sprints

Collaborative Document Sprints are a good fit for technical documentation.Sprints organize people to write documentation in a few days - same location or multiple time zones.

WordCamp Chicago 2013@GloriaAntonelli #WCCHI

Documents should not be behind a walled garden.

Garden WallBy join the dots

http://www.flickr.com/photos/dillemma/8740718365/

Information Architecture

IA categorization of information into a coherent structure.

Arrange for Importance or Skill Level

Start Here Call of Actions

Descriptive Headers

Site Map & Topic Overviews

GroupTopics

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verify content & code

learners skills & abilities

iterate, iterate, iterate

EvaluationAssessment

Modifications

http://flic.kr/p/L5v2U

Time for Updates

Continual Document Review

http://flic.kr/p/4PeAb

Easy Docs Theme

Obox - an example of multiple leaning channels

http://kb.oboxsites.com/

Disclaimer: A review of the learning channels layout not of Obox theme quailty.

Obox

Obox

Obox

Obox

Obox

Obox

Obox

No clear path to the plugin information.http://yoast.com/wordpress/seo/

An example of a clear path of learning.

Join the

WordPress Global

Community

thank you!Gloria Antonelli

@GloriaAntonelligoogle +linkedinfacebook

Emerging Technology& Web Strategist WordPress Developer Consultant & Trainer

gloria@gloriaantonelli.com