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Social Documentation:

Share the Vision, Get Ready

Michael Lykhinin

OGI, Inc.

+Tonight we will mention…

Web 2.0 and social documentation

Crowdsourcing, communities of practice, and writers

Motivation and contribution rates

Content manipulation and distribution

Collecting user information, personalization, and feedback

Social documentation roadmap and technology selection

Social Documentation group on LinkedIn

+Web and Docs 2.0 are about…

“…helping people get just what they need, when they need it, in

the amount they need, as quickly as possible…”

Ginny Redish

+Documentation and Web 2.0

Information overload and access

Relationships and filtering information through conversations

Social Web as platform

Technology factors

User-centered design and co-creation

Document as conversation

+Crowdsourcing and communities

Everyone is a publisher and a technical writer

Where there’s user content, there is passion for the product

Community, shared, and profile content

Community-generated vs. user-generated content

+Community is…

“…when people carry on public discussion long enough, with

sufficient human feeling, to form webs of personal

relationships…”

Howard Rheingold

+Communities of practice

Public discussions

Collaborative efforts

Agreement

Core values

Unified goals

Relationships

Connections

+Writers in communities

Evangelists

Seeders

Instigators

Enablers

Reviewers

+Writers in “private” communities

Managers

Leaders

Moderators

Arbitrators

Curators

Trainers

Motivators

Experts

+Motivating contributors

Rewards, money, or success

Recognition

Desire to help others

Nielsen’s 90/9/1 distribution

+Psychological motivators

Autonomy

Competence, let people feel they are good at what they do

Relatedness, people want to connect with others in similar

situations

Self-esteem

[Tara Hunt]

+Technological motivators

Making it easy to contribute

Rating and reputation system

Most active pages feature

Most popular pages feature

Most recently viewed pages feature

Most searched for items feature

Using templates and draft content

[Jacob Nielsen]

+Using content

Mashups

Web scraping

Wiki exports

Wiki round-tripping

DITA manipulations

Desktop authoring software features

In situ approach

+Getting feedback

Online forms

JS-kit

Open Graph

Shares and likes

Web analytics

MindShare

+Collecting user information

Demographics

Social engagement

Site engagement

Page impressions and clicks

Page likes and comments

Timeline actions

+Document for one

Instant personalization

Document as rich social object

Merging “private” and social user information

+Documents for all

Open Graph

Twitter

Share buttons

Syndication (XML, RSS, Atom)

Web Services (XML, SOAP, REST)

+Community engagement phases

Listening

Participating in conversation

Sharing content

Creating community or offering a platform

[Anne Gentle]

+Community engagement roadmap

Level 1: offer content online

Level 2: offer content subscription or sharing options

Level 3: enable comments, feedback, forums

Level 4: incorporate user-generated content

Level 5: enable unsanctioned content

contributions, sharing, and debate

[Anne Gentle]

+Technology roadmap

Manual content and user information collection from external

communities for use in user documentation

Offering a platform for and cultivating a community as

documentation

Automated content and user information aggregation from

external and internal communities and sources for re-use in

user documentation

+Technology options

Public social platforms (FaceBook, Twitter, Pinterest, etc.)

Private social platforms (Ning, Telligence, etc.)

Blogs, discussion forums

Wikis

Socially aware/enabled desktop software

+Exciting technology options

MindTouch (social authoring and publishing environment)

MindShare (enterprise feedback management)

Salesforce Social Enterprise (all of the above)

+Pipe dream technology options

+Technology selection criteria

Online availability and social platforms integration

Ratings, comments, and tagging

Collaborative authoring

Identity and reputation

Subscription to updates and timed publishing

Metrics

[Anne Gentle]

+Technology isn’t everything

“…communities gather around a concept or common goal, not

around a collection of content (although it plays a major role, it’s

not the impetus)…”

Rachel Happe

+Social documentation leaders

Adobe Labs

Apache documentation

eBay wiki

MSDN

Sun’s OPenDS documentation

Cisco customer support wiki

OpenStack manuals

+A LinkedIn Gated Community

Social Documentation – Docs 2.0 group

Join the conversation at http://linkd.in/Hy4WpY

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Thank you!

Michael Lykhinin

michael@ogisolutions.com

OGI, Inc.

Orlando, FL

806.470.7584