The User Assistance Conversation
By Ultan O'Broin Oracle UX-Oracle Paas4SaaS-Oracle on Jul 07, 2010
Been reading Anne Gentle's book Conversation and the Community and picking up some great ideas about the shift from the traditional print paradigm user documentation towards user-generated content, collaborative communication, and the power of communities.
I'm also really looking forward to hearing Anne speak at the UA Europe 2010 conference, being held in Sweden this September. I will be speaking there, too, about "DITA and Writing Patterns for User Assistance". I will be joined by other Oracle colleagues, so I will not be alone. Watch out for Erika's Webb's session on "The Design of User Assistance on Mobile Enterprise Applications" too, for a start!
Reading Anne's book, the following jumped out at me:
"...even if your documentation can't 'talk back' to your users, it can help users talk to each other and make connections that help them do their jobs well, play with technology at home, or learn something new in a classroom setting.... think about documentation and user assistance as a multiple-channel communication device, perhaps with the help of some social technology applications."
Of course, whatever you might read in Globish, bear in mind this conversation is not all in English, regardless of the subject matter! By the way, you can read my own review of Globish in a forthcoming issue of Multilingual magazine (shameless plug, as I don't see any conflict of interest!). You see, I have an existence outside of Oracle too!