By Ultan O'Broin-Oracle on Sep 19, 2010
As mentioned, the Applications User Experience (Apps-UX) User Assistance team made an impact at UA Europe 2010. This is one conference I will definitely be attending again. Stockholm was such a great setting too. Highlights of the conference follow:
Anne Gentle's keynote address on Social Web Strategies for Documentation was an instructive, engaging, no BS approach to the subject, along with examples we could all look up. Anne's comments about doing what was right for your business made complete sense.
User assistance must be designed and deployed according to business requirements. If social web engagement doesn't make sense for your business, then don't do it. Watch out for our forthcoming interview with Anne (update, March 2011: it's here) when we will talk about the enterprise user assistance implications of being part of the user conversation, and more.
I was intrigued when Anne pointed out the need to identify your role in the conversation with the user through the social web: Reporter/Observer, Enabler/Sharer, or Collaborator/Instigator. User profiles and roles are a central part of how Apps-UX goes about its research and design work. Could we see such roles appearing officially with the list maintained by our business process engineering team? I think so, and we will design user assistance accordingly. Exciting times! Follow Anne on Twitter for updates.
Enjoyed the session by Roger Hart about content strategy at Red Gate Software. This was a forthright delivery that got straight to the point about managing your web content to reflect what users want, so adding value to the business. Basically, a strategy ensures that your content doesn't suck, or continue to suck, according to Roger. You can also follow Roger on Twitter and read his blog here.
Matthew Ellison's session on what kind of user assistance users really need made me think hard about our own design of user assistance in the enterprise space, how embedded help, warning messages, and online help can work together, and what is offered by the Application Developer Framework to easily make embedded help and messages happen for internal developers and our customers.
Most interesting of all, though, was the discussion on user assistance trends and technologies. This discussion was led by vendors, but was thrown open to all attendees at the end. For me, what was not said, rather than what was, that was most revealing. It seems to me that there are many who still couch user assistance in narrow documentation and help terms (although some clearly get it as far as the social web is concerned), and don't consider user assistance as a key part of the overall user experience. The notion expressed that Microsoft Word documents and single sourcing were a content management strategy left me cold (they aren't). Furthermore, the positioning of a content management system as an administrative back end function just removes users further from user assistance. Why not make the back end the front end? Stop talking about content management systems. Start talking about information strategies and how users search for, retrieve, and consume that information, please.
Clearly, there is some way to go in bringing user assistance into the user experience fold. I am so proud to work for a user experience group providing some thought leadership in the area.
To conclude: UA Europe is a super high-value conference. As well as an opportunity to share your views and experiences, in return you will learn much, be exposed to new ideas and processes, and also get to network with some very insightful and helpful people. I will definitely be back. Oh, (update 2011), I'm already there...