technical writer's influence on social media strategy 2
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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’[email protected]://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