By Ultan O'Broin-Oracle on Nov 14, 2010
I've been reading a superb paper called "Engaging Diverse Audiences With Screencasts, Wikis, and Blogs", written by Gail Chappell and Cindy Church of Oracle. While they were with Sun Microsystems, Gail and Cindy presented the paper at the 2008 STC Summit:.
The paper is rich in ideas for anyone interested in the community user assistance model--I'll return to that subject later--but their thoughts on adopting a conversational style really struck home:
For the blog and the wiki, however, the writing was less formal and more folksy--we used our own writing style and own voices. We did not strictly follow the editorial style guidelines, nor did we pass the wiki or blog content to an editor. However, we did adhere to our company's branding requirements and blog guidelines.
The blog was a good place for us to use a conversational style, as we frequently engaged in conversations with our readers. In fact, we were on a first-name basis with many who regularly read the blog. We also used the more conversational style when responding to customers who used the feedback mechanism in our tutorials and screencasts.
Complete common sense. A conversational writing style that talks with users rather than at them or to them. We'd do well to follow this user-centred design approach to language in all of our blog and wiki efforts. And, what better way to change the antideluvian "say Web site, not website" mentality than harnessing the voice of the community too.
If you can get your hands on Cindy and Gail's paper and presentation through your local STC chapter (and internal Oracle employees should be able to get a later update too), I think you'll find it's well worth reading.