Eric Kuhnen: The Role of Social Media in Technical Documentation
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Transcript of Eric Kuhnen: The Role of Social Media in Technical Documentation
![Page 1: Eric Kuhnen: The Role of Social Media in Technical Documentation](https://reader031.fdocuments.in/reader031/viewer/2022030306/586fc6841a28aba24c8b5d57/html5/thumbnails/1.jpg)
The Role of Social Media in Technical Documentation
An Oxford-style Debate
brought to you by the good people at
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Part 1: The DebateThe direct engagement between writer and end-user over social media is a more efficient process for content development.
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The Participants
• 2 minutes for Opening Arguments
• 3 minutes for Rebuttal
• 1 minute for Closing Arguments
The Audience
• Vote before Opening Arguments
• Vote after Closing Argument
Structure
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The Motion• Audience Vote
The direct engagement between writer and end-user over social media is a more efficient process for content development.
![Page 5: Eric Kuhnen: The Role of Social Media in Technical Documentation](https://reader031.fdocuments.in/reader031/viewer/2022030306/586fc6841a28aba24c8b5d57/html5/thumbnails/5.jpg)
The Motion• Audience Vote
• Opening Arguments• 2 minutes
• “For” goes first
The direct engagement between writer and end-user over social media is a more efficient process for content development.
![Page 6: Eric Kuhnen: The Role of Social Media in Technical Documentation](https://reader031.fdocuments.in/reader031/viewer/2022030306/586fc6841a28aba24c8b5d57/html5/thumbnails/6.jpg)
The Motion• Audience Vote
• Opening Arguments
• Rebuttals• 3 minutes
• “Against” goes first
The direct engagement between writer and end-user over social media is a more efficient process for content development.
![Page 7: Eric Kuhnen: The Role of Social Media in Technical Documentation](https://reader031.fdocuments.in/reader031/viewer/2022030306/586fc6841a28aba24c8b5d57/html5/thumbnails/7.jpg)
The Motion• Audience Vote
• Opening Arguments
• Rebuttals
• Closing Arguments• 1 minute
• “For” goes first
The direct engagement between writer and end-user over social media is a more efficient process for content development.
![Page 8: Eric Kuhnen: The Role of Social Media in Technical Documentation](https://reader031.fdocuments.in/reader031/viewer/2022030306/586fc6841a28aba24c8b5d57/html5/thumbnails/8.jpg)
The Motion• Audience Vote
• Opening Arguments
• Rebuttals
• Closing Arguments
• Audience Vote
The direct engagement between writer and end-user over social media is a more efficient process for content development.
![Page 9: Eric Kuhnen: The Role of Social Media in Technical Documentation](https://reader031.fdocuments.in/reader031/viewer/2022030306/586fc6841a28aba24c8b5d57/html5/thumbnails/9.jpg)
Part 2: Results from Previous Debates
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For
• Social Media promotes two-way conversations
Issues
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For
• Social Media promotes two-way conversations
• Social interactions catch users “in the moment”
Issues
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For
• Social Media promotes two-way conversations
• Social interactions catch users “in the moment”
• Social Media prioritizes user experience
Issues
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Against
• Does not scale; impossible to review all content
Issues
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Against
• Does not scale; impossible to review all content
• Potential for negative professional image
Issues
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Against
• Does not scale; impossible to review all content
• Potential for negative professional image
• Accidental disclosure of protected content
Issues
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Part 3: Patterns
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“Against” Is Easier to ArticulateThe number of arguments advanced by the “Against” side easily surpassed the number of arguments advanced by the “For” side
• Social Media Governance
• Author Context Switching
• Informal Customer Service
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Audiences Voted “Against”In every previous debate, the “Against” team always prevailed
• Splunk connects writers with users over social media
• Splunk representative argued “For”
• Audience still chose “Against”
The difficulty lies not so much in developing new ideas as in escaping from old ones.
—John Maynard Keynes
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Disruption is inevitableThe average age of conference attendees trends toward middle age (above 45)
• A 20-something participant said that her generation prefers communication through Social Media
• Her generation will replace my generation, so her communication methods will eventual prevail
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Part 4: Conclusions
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What the Participants Concluded…
• Must be committed to Social Media
• Social Media should be “organic” to the organization
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Further Reading• Blog:
http://www.astoriasoftware.com/the-role-of-social-media-in-technical-documentation
• Solution:http://www.astoriasoftware.com/solutions2/customer-engagement-management
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Thank-you!