Sunday Nov 14, 2010

Oracle's Rich Community Conversations

Been doing a lot of research into the community help and support area lately. Of course, we should remember Oracle already has powerful community resources to hand, contributing a very rich and lively conversation with valuable how-to information and examples to try.

For example, there are the My Oracle Support Community and Oracle Technology Network (OTN) forums, the Sun communities,  official wiki, and internal and external blogs from employees like David Haimes, as well as enthusiastic non-employee gurus like Chet Justice (OracleNerd), and friends, Floyd Teter, Eddie Awad (check out Eddie's news aggregator for more names), and so on.

davidhaimes.png

David Haimes's Financials Blog

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OracleNerd Blog  

There are lots of other Oracle voices other there too: the user groups, Oracle Mix,and so on. The best place to get started, in my opinion, is the AppsLab. I usually track all this stuff through Twitter. I'll come up a list of the best tweeters soon!

A Conversational Style

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.

JavaFX Blog article on animations

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.

About

Oracle applications user experience (UX) assistance. UX and development outreach of all sorts to the apps community, helping to design and deliver usable apps.

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Ultan Ó Broin. Director, Global Applications User Experience, Oracle Corporation. On Twitter: @ultan

See my other Oracle blog about product globalization too: Not Lost in Translation

Interests: User experience (UX), user centered design, design patterns, tailoring, BYOD, dev relations, language quality, mobile apps, Oracle FMW and ADF, and a lot more.

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