Technical Writer's Influence on Social Media Strategy 2

The Technical Writer’s Influence on Social Media Strategy

Fer O’NeilSTC: Live Web Seminar

November 2, 2011

Strategy vs Initiative

http://www.theconversationprism.com/media/images/convoprism-poster-lg.jpg

Social Media Strategy(Policy)

Sales/Marketing/PR Initiative

Technical Communication

/Support Initiative

Research Results/

Whitepapers

See resources 1) Multiple Twitter accounts

Organizational Social Media Strategy

Technical Communications DepartmentCommunity Development

Social Media Initiative

DocumentationUser

Guides/manuals

Call centerPhone/email

KnowledgebaseRich Media

Video tutorials

“Traditional” support channels

The Technical Writer's Influence on Social Media Strategy

Why is the Technical Writing department working on a social

media initiative?

Additional support channel

Opportunity to deflect support

cases

Opportunity to update users with the latest support

trends/news

Opportunity for users to ask product

questions and receive answers quickly.

Ability to interact with users

Create more exposure for the

Knowledgebase as the primary support

channel

Will help improve the content for other support channels

The Technical Writer's Influence on Social Media Strategy

Breaking the Fourth Wall

Audience / users

Technical Communications

Content

The Technical Writer's Influence on Social Media Strategy

Who are the social media specialists?

The Technical Writer's Influence on Social Media Strategy

Social Media trends

275335

?

Shawn Santos: TSIA Social Media Survey Results 2011 - 2012 - Presentation Transcript

“Decline in Social Media Platform Adoption Forecasted for 2013”

Communicate information

The Technical Writer's Influence on Social Media Strategy

wordle.net

Communicate Technical information

The Technical Writer's Influence on Social Media Strategy

Transcend

USER SOCIAL MEDIA CHANNEL

CORRECT PLACETO BE

The Technical Writer's Influence on Social Media Strategy

What is the Technical Writer’s role?

Develop

Link tracking/metrics

Administrate/Liaison

The Technical Writer's Influence on Social Media Strategy

Additional support channel & feedback

UX

Marketing/PR

Sales

Support

Development

Production

The Technical Writer's Influence on Social Media Strategy

Can a Support initiative produce ROI?

The Technical Writer's Influence on Social Media Strategy

Beyond the Bleeding Edge, STC Summit 2011

Credits/Resources page 1 of 2

Icons – http://www.aha-soft.com/

http://www.ihearttechnicalwriting.com/gina-blednyh-interview-how-social-media-will-make-you-a-better-technical-writer

/

http://www.writingassist.com/newsroom/technical-writing-and-social-media-what%E2%80%99s-the-connection/

http://www.writingassist.com/newsroom/enhancing-the-user-experience-with-social-media/

http://thecontentwrangler.com/2009/01/12/convergence_technical_communication_strategies_for_incorporating_web_20/

http://www.enewsbuilder.net/techcommanager/e_article001510038.cfm?x=bfSHKsW,b5S5LhqF,w

http://www.writingassist.com/newsroom/how-technical-documentation-professionals-can-use-twitter/

http://ffeathers.wordpress.com/2010/06/19/social-media-in-technical-documentation-a-presentation/

http://idratherbewriting.com/2011/04/28/introducing-technical-writing-world-a-new-social-network-for-technical-writers/

The Technical Writer's Influence on Social Media Strategy

Beyond the Bleeding Edge, STC Summit 2011

Credits/Resources page 2 of 2http://www.upassoc.org/upa_publications/ux_poster.html http://www.useit.com/alertbox/participation_inequality.html http://www.stc.org/intercom/PDFs/2009/200903_18-20.pdf http://www.forrester.com/empowered/ladder2010http://www.forrester.com/empowered/tool_consumer.html http://www.scriptorium.com/whitepapers/web2/index.html 1) “Multiple Twitter Accounts”: http://scoopdog.wordpress.com/2009/09/03/1092/ http://blog.sysomos.com/2010/09/21/to-have-or-have-not-multiple-twitter-accounts/ http://www.wearemedia.org/Social+Media+Strategy+Map http://www.briansolis.com/2008/08/introducing-conversation-prism/ Thomas Tullis;William Albert. Measuring the User Experience: Collecting, Analyzing, and

Presenting Usability Metrics (Interactive Technologies) (ch. 4). Donald A. Norman. Living with Complexity (p. 126).

The Technical Writer's Influence on Social Media Strategy

STC Live Web Seminar – November 2, 2011

Fer O’Neilferswriteshoe@gmail.comhttp://ferswriteshoe.wordpress.com

slideshare.net/feroneil

Fer O’Neil, “The Technical Writer’s Influence on Social Media Strategy”.Techniques, Spring 2011, page 8.http://english2.mnsu.edu/stc/newsletter.html

@ferswriteshoe