socializing content creation
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Socializing Content Creation
Leona Campbell, Marya DeVoto, Melanie Jennings
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Presenters
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Melanie Jennings @seniortechwritr
Senior Documentation Engineer at Jive Software since 2011. Loves DITA and single-sourcing.
Marya DeVoto @medevoto
Documentation Lead at Jive Software since 2010. Recovering Victorianist, emerging content advocate.
Leona Campbell @writeleonawrite
Senior Documentation Engineer at Jive Software since 2010. Mushroom hunter, DITA lover, geek whisperer.
About the Speakers
• We’re the technical documentation team at Jive Software.
• We’ve been using social business tools to create technical documentation.
• We’ve seen massive improvements in process and product.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Your Community: Mass of Untapped Potential
Make Social Business Work for You
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
How Can You Use Social Technology to Improve Content?
1. Brand your expertise. 2. Make your group a destination.3. Draw collaborators in and give them a stake.4. Use the social web to document information
decisions.5. Listen to customers and engage them
collaboratively. 6. Show your org the value of socializing content
creation.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Are you social?
• You and your team are a brand.• Social and PR are your friends.• Your workplace will become increasingly
dependent on social business tools.• Using social business tools at work will help
you create better content.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Personal Profiles and YOU
• What: Tells your story succinctly.• Why: Your skills and knowledge are valuable;
share them with others; write better content!• Where: Your community, LinkedIn, Twitter,
and wherever you socialize online for work.• How: Use 3-5 keywords in your headline,
summary, photo, specialties, job desc’s, skills; search LI for people you would hire.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Your Profile Checklist
• Name, photo, contact info• Headline: Title | My Value | My Skills or Certs• My Statement: passion, philosophy, invitation
to connect (written in the first person)• Specialties, skills, job desc’s• Each field uses a keyword
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Setting Up a Team Page
• What is the value of your team?• What are the strengths and specialties of team
members?• How do you communicate those to the
organization?• How do you want the organization to engage
with you?• Where can people find your content?• Engage!
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Collaborative Energy = Better Content
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Drawing in Collaborators
• Create content in public where possible.• Think of your colleagues as collaborators, not
reviewers.• Court drive-by opinions and dissent.• Provide public thanks.• Use public signoff to ensure stakeholders are
happy.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
How?
In Jive, create content in a public place and @mention the people you want.
Outside Jive, post content or links to content:
•In an activity stream
•On an Intranet page
•In a blog or wiki
•Anywhere people can see the content and argue about it
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Making Conversations Public and Permanent
• The social Web isn’t ephemeral. It’s permanent.
• Get your information decisions out of email and into an online format.
• Make conversations searchable or bookmarkable whenever possible.
• Especially for reference material, this saves endless time and money.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
How?
In Jive, status updates, blogs, discussions, documents, and comments are all searchable. We’re so lucky! Outside of Jive:•Use wiki comments attached to documents, like Wikipedia does. •Use forums, newsgroups, or any other linkable discussion technology for reviews of controversial content.•If you have a feedback element in your documentation output, use it in an internal instance for reviews•In a pinch, publish meeting notes!•Bookmark relentlessly.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Engage With Customers: Why?
•Reduce customer support by finding out the real customer questions.
•Understand the customer's needs by asking them what they need in the docs.
•Be available to customers to build relationships that get you better info.
•In the end, we write better content.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Engage With Customers: How?
•Introduce yourself, and give them a way to reach you.•Status update and blog about your latest changes to the docs.•Monitor public support site.•Follow up on customer inquiries.•Listen to what customers discuss and find confusing.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Social is worth it
• Social business provides two-way visibility.• Turn frustrations into wins by engaging with
customers.• Customers proactively contact us with helpful
suggestions for the docs.• Internal teams see the value of docs and champion us.• Stakeholders have learned to become more engaged in
the docs both as requesters and contributors.• We use our time more efficiently.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Oh yeah? Prove it!
• Monitor/evaluate analytics and impact.
• Use page views and hits to show the value of docs. People are paying attention!
• Get the numbers and analyze them. Use charts to map trends.
• Publish internal and external blog posts outlining conclusions.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Getting Started with Social
• What social tools do you already have?• Who are your stakeholders and where do
they talk to each other?• What are some new ways you might use
them?• What communities already exist in your
organization or your field?• Start having conversations online where
more people can participate.
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
Go Forth and Be Social!
• Marya just published a blog post on the Jive Community about how using Jive has changed the way we write documentation.
• Link: https://community.jivesoftware.com/community/documentation/blog/2013/10/21/why-technical-documentation-needs-jive
• We’d love to hear your feedback!
@runleonarun @medevoto @seniortechwritr #socializingcontent @LavaCon
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