Answers for All

Every so often in the past, teams have moved from one publishing tool to another. Tools like WordPerfect, PageMaker, Ventura Publisher, and Interleaf lost popularity and were replaced by tools like FrameMaker and Word. Is it time for a new tool to replace both Word and FrameMaker?

With the move to XML, DITA, and other new standards, the entry cost for new tools is lower relative to established tools like Word and FrameMaker, since all tools need to invest to implement these new standards. New workflows are emerging in some cases, such as topic-based authoring and shared content, which give new tools a distinct advantage. The new tools can start with the new paradigm, rather than trying to migrate existing content and provide “backward” compatibility.

In addition, Word and FrameMaker have specific areas where they fall short, which provides the possibility for new tools. For example, Word needs a “Master Doc” capability that works, true catalog support with selective import of items that include page layouts and table layouts, and conditional content. FrameMaker needs better penetration across the company and easier methods for content reviews without requiring teams to buy Acrobat or another tool. FrameMaker also needs built-in scripting and automation, including UI customization, and a source file format that can be used throughout the organization with the tools used by other departments. Both tools could also use an integrated version control repository, such as Visual Source Safe (VSS) or SharePoint.

Open source solutions provide an interesting opportunity, but they are probably not the long term solution. However, a new tool could grow using an open source solution as a base. We are seeing several new publishing tools in the market space gaining support, such as Madcap Blaze and JustSystems XMetaL. With an open standard for the file format, rather than a proprietary format, one of these tools could be the next “standard” tool in our industry. It will be interesting to see if other vendors follow with new publishing tools to gain market share.

As writers, we shouldn’t be married to a tool. As hiring managers, we need to hire people who can learn quickly and adapt, rather than hiring for the tool skills of today. Otherwise, we could have the best team of BookMaster experts in a world that no longer knows what BookMaster and BookManager are (grin).

What do you think? Do you have a favorite tool from the past, or a tool you believe is the future leader in our industry?

We often consider only the top marquee names when we select tools. Open-source tools and Web services provide valuable alternatives to many of the tools we use today. At the WritersUA conference in March 2009, I will be presenting with Mike McCallister about various tools you may not have considered.

Mike will review several open source tools, such as OpenOffice, LyX document processor, Scribus desktop publisher, lnkscape vector graphics, and The GIMP raster graphics. Then, I will discuss various tools and Web services that provide consultants and small writing teams with the capabilities of many larger corporations.

In this article, I thought I would summarize some of my favorite tools and how I use them. I’ve avoided the standard tools that most of us use, such as FrameMaker, Word, our favorite graphics tool, and our help authoring tool (HAT) of choice. Instead, I’ve focused on several cost-effective solutions that provide other services, such as version control, data backup, remote access, Webinar services, online collaboration, email aliases, email forwarding, and conference calling.

I encourage you to add your favorite tools to this list and share your experiences. Maybe I’ve overlooked your tools of choice, or maybe you’ve had a different experience with one of the tools I’ve listed. At WritersUA, I plan to incorporate your comments into my presentation to give a broad view of various tools and solutions. So, here is my list in no particular order:

FilesAnywhere.com

We use this Web service for version control and off-site storage. There are competitive solutions available, such as FileSharePro, but we have had a good experience with FilesAnywhere.com. For about $140/year, we have a 5GB off-site repository for files with many features, such as version control, check-in/check-out, and file locking. This service also allows us to create drop boxes and guest IDs for clients so they can get copies of their files without being able to access files of other clients. Other low-cost version control solutions, such as Subversion and Mercurial, do not allow you to lock files. If you have a group of writers who work with binary files, such as Word or Frame files, you cannot merge changes to the binary files. In this case, file locking is a critical aspect to the overall workflow.

Wiki

For collaboration between several writers and our clients, we use Wikis. This solution gives us a place to track project details and decisions, such as project plans and style decisions for specific clients. You can get Wiki support through your ISP, which makes installation and setup a snap. We use Netfirms.com as our ISP. For about $150/year, we have our domain registration and Web site area, as well as several additional services that include MediaWiki, WordPress, php and asp on the same site, database support, shopping cart support, photo gallery, email addresses, and email forwarding.

LogMeIn

This tool provides many of the capabilities of remote desktop in an easy-to-use package, with several additional features. For $60/year, you can install LogMeIn on one computer, and then you can access and use that computer from any other computer where you have a browser. You can also share your desktop with another user, and give them specific permissions, from using whiteboard features to circle areas on your desktop to dragging and dropping files between your computer and his or her computer. This capability allows you to host one-on-one training sessions. You can also create a share to a file on your computer for a period of time and send a link to that file to another user. That user can then download the shared file during the time period you defined.

Adobe Acrobat Connect

This Web service provides several service-level packages for hosting Webinars and sharing your desktop with multiple users. You can decide whether you need an 800 phone number and which services you want to purchase.

BrandXCalling.com

We use this conference calling service and have enjoyed its reliability and call quality. For $20/month, we have a dedicated conference calling number with the ability to host unlimited calls with no per minute charges and record each call for playback after the call. This service does not provide an 800 number, but we have not found that to be an issue. Several other low-cost services have recently become available, so we will be exploring these services in the future, such as FreeConferenceCall.com.

pobox.com

I have personally used this Web service for more than 10 years to provide a constant email alias with email forwarding. For $20/year, I get 3 email aliases that I can forward to my current address. This service allows me to change my actual email provider or address without having to tell others that I’ve changed. Everyone can always reach me at my pobox.com address. Another key benefit is that pobox.com provides excellent spam filtering. I can choose from which countries to accept email, as well as many other filtering options. With this strong filtering in place, I can use one of my pobox.com aliases for online registrations and forms without worrying about the added spam I may receive.

iStockPhoto

When we create deliverables, such as Web sites and documentation, that require high-quality graphics, it can be expensive to find and purchase the right photo or artwork. We need to ensure our client owns the rights to use and reuse the photo as needed. The iStockPhoto Web site provides a wide range of photos and artwork you can purchase and reuse as needed. You can search by category, subject matter, artist, and many other properties to find exactly what you need.

Acrobat Pro

This tool is probably the most expensive on my list, but it gives us the flexibility we need to best serve our clients. With Acrobat Pro, we can create PDF files that clients can add their review comments to using just Adobe Reader. Then, we can combine the comments into one PDF for easy review and incorporation. By delivering PDF files for review, we avoid potential font issues that can occur on various computers, and the reviewers have an easy way to identify their comments. We also have a summary of all the comments at the end of the review cycle in case we need to go back and determine why a change was made. This tool is definitely worth the value it delivers to our clients.

What are your favorite tools?

Software products have found ways to share content and reuse content to deliver more value with limited resources. For example, fantasy football web sites share player news, injury reports, and game statistics. Security products often reuse security announcements and warnings from trusted sources, and present them as rebranded content. We are also seeing software vendors using Twitter and RSS feeds to distribute information and announcements. The next step is when these information feeds are integrated into the product user interface itself, making it the one stop resource for all the information needs of its users. No more need to use google when your product itself delivers the answers to all your questions from the sources you trust.

We need to adopt this same approach with user assistance deliverables so we can build on existing knowledge instead of duplicating efforts and writing similar content. For example, we could identify trusted source partners and share content with those partners. We could also provide icons that identify each category of content, such as internally tested and certified content, standards from an external expert, community developed content (wikis and forums), and editorial or opinion-based content. With these categories clearly identified, we could merge the content into one searchable content pool, much like the internet does today, but users would know how to treat the information they find.

To truly integrate content, we need consistent methods for identifying, labeling, categorizing, and coding the content. As we look to integrate content from many different sources, global standards, such as DITA, become even more valuable and important. By sharing content with others, we can also create additional revenue streams for our companies. We could create content for specific areas and resell that content to many other partners.

As the design approaches for content delivery shift, many new jobs and careers are taking shape. For consolidated content to become a widespread reality, we need to share similar documentation models and base technologies that shape content in similar ways. Adapters and transformations allow each of us to apply our brand to the content and present it as we need to, but the core of the content itself must be available in a consistent manner. Our roles continue to change and we need to be much more than writers. What are you doing today, and what will you do in the future?

I’m not a huge reader, but some books have stuck in my mind and changed how I do things, approach projects, or think about topics. The following books had a direct impact on how I have coached and managed myself and others through the years:

• Way of the Peaceful Warrior by Dan Millman - This book gave me a greater appreciation for the power of the mind, especially in setting and achieving goals. After reading this book, I changed my approach to coaching competitive swimmers and together we found greater success and satisfaction. Over the years, I have applied many of these lessons in developing a cohesive organization.
• Illusions by Richard Bach - I experienced great success early in my coaching career. In the eyes of many parents, I could “do no wrong,” but I was uncomfortable with the praise I received. I learned a lot from the swimmers and their families…we were learning together. Later in my career, I was reluctant to use the Manager title, and I often used Team Lead instead. This book helped me recognize and acknowledge the strengths of both myself and others.
• Five Dysfunctions of a Team by Patrick Lencioni - This book was a key for me in developing a strong, cohesive team. We shared this book across departments, and I periodically presented management sessions and workshops using many of the concepts presented in this book.
• Topgrading by Bradford D. Smart - I have used a detailed hiring process over the years. No process is perfect, and at times we questioned why we chose not to hire an applicant, especially when our workload was heavy. This book describes many aspects of the hiring process, including how poor hiring impacts an organization. Although some of the points in this book may seem severe, I found great value in its approach to the hiring process. The sample interview questions are very helpful to both interviewers and applicants.
• It’s Your Ship by Captain D. Michael Abrashoff - I shared this book with many team members. This book gave us points for discussion and helped us develop leaders within the team.

In addition, I have read several books about human relationships that stand out to me. Books by Leo Buscaglia, such as Loving Each Other, and by Shel Silverstein, such as The Missing Piece, have impacted how I approach relationships. These relationships provide the foundation for us to grow and learn. Life is an interesting journey and I’m glad we share our thoughts through books, blogs, and other media along the way. Do you have any favorite books you would like to add to the list?

Technical Communication focuses on developing and delivering clear, concise messages. These skills become second nature for many of us, but sometimes these skills lead to actions that cause us to be pigeon-holed and hinder our ability to expand our role and future.

A common complaint I hear from technical communicators is the lack of respect they receive from other teams and professions. As technical communicators, we need to work to improve our image and reputation. We have many valuable skills to contribute that can improve the bottom line for our products and services. Unfortunately, some of us get stuck on the words during a discussion rather than focusing on the overall message and goal.

For example, a few weeks ago I monitored a discussion on a listserv about estimating projects. Several listserv members shared their ideas and metrics that worked well for them. Some of these ideas involved a unit of work called a page. A few other listserv members objected to that term because they deliver only online content, so the word page didn’t seem to apply to them. In this case, rather than listening to the overall method and then adjusting it for their specific processes and deliverables, they threw out the ideas as invalid. This lost opportunity illustrated to me why we are sometimes viewed with a lack of respect. We were stuck on a word.

I have also viewed our tendency to focus on the words during discussions with subject matter experts (SMEs).  We can get stuck on the terms that SMEs use rather than focusing on the big picture and learning the overall concepts. In other cases, some of us focus on the terms, interrupt and correct the SMEs, or even ask them to be consistent during these discussions. The first rule of technical communication is to know your audience and focus on what’s important to that audience. Using consistent terminology and phrasing is important to us and our deliverables, but rarely is it important to our SMEs, especially during internal discussions.

We have great skills to help our organizations and products by creating, shaping, and delivering their messages. We should demonstrate these abilities and focus on meeting the business requirements and contributing to the success of our projects. With this expanded vision and focus, you may be surprised by the opportunities that come your way.  I have seen information development teams become integral parts of their organizations in which they are viewed as equal partners with development and quality assurance teams.  We hold our own future in our hands.  The actions of each of us affect the reputations of technical communicators across the industry and around the world.

For those of us who communicate technical content for a living, we share many job titles, such as technical writer, information developer, technical communicator, multimedia engineer, content developer, and many others.  Without one focused set of titles, how did we know this is what we wanted to do?

The truth is…like many other technical communicators…I didn’t.  I graduated with a Computer Science degree and a Mathematics degree.  I took a few Tech Comm courses at Penn State, but I had never heard of Technical Communication as a profession.  I was going to be a programmer, like all good Computer Science graduates.  But then, something happened…  After developing my first database-driven security system, I had to document the system and train others how to use it.  This process introduced me to my future career.  I had always enjoyed teaching and coaching…and this was teaching through a different medium.

But how could I make the transition?  I joined a writing shop as an entry-level writer.  I first worked on a database product and I was hired for my technical knowledge in that area.  I thought I knew all about writing when I started.  After all, I had written more than 100 pages to “document” the entire system I had developed.  I quickly learned how little I actually knew about creating quality software documentation.  Luckily for me, there was a light at the end of the tunnel.

The second important event in my career path occured when I met my first mentor…my editor.  Ria (www.dutchtrans.com) was an excellent guide and mentor.  She used each edit as an opportunity to teach me the guidelines and show me how to refine the content and present my thoughts in a clear, concise manner.  She used a green pen so it didn’t look like my pages were soaked with blood, and we talked about various ways I could improve.  I soon became much more aware of the other senior writers around me and I learned to watch and listen instead of show and talk.  I am very thankful to all those mentors, including many who may never know about their profound impact on my future.  We should all learn from each other when the opportunity crosses our paths.

The greatest element about technical communication for me is the opportunity to continually learn and grow.  We are consistently faced with new challenges and ways to communicate content to our audiences.  Even if we are in a “standardized” environment, we can always look for ways to improve knowledge transfer to our audience.  When we think we know it all, we actually fall behind and lose our drive and motivation.

When I started in Technical Communication, we wrote everything in books.  Online help soon followed, providing all the printed content in an online format.  These formats became standard and common, with terms like chunking and single-sourcing.  The big break through for me was the introduction of electronic production support systems (EPSS), which accompanied products and provided assistance in parallel.  Delivering the information users need, when and where they need it was a break through approach for me and one I quickly latched onto.  It was the conference sessions and discussions at that time that truly inspired me to design and implement my first embedded help solution.

We continued to play with our embedded help implementation techniques and talk with users about their experiences with the product.  I also began presenting regularly at conferences about embedded help and discussing these ideas and methods with others.  These idea exchanges were the key for me to find new ways to present information and expand my ways of approaching techncial communication.

Today, we look at integrated user assistance as commonplace in many products.  For example, wizards and text in the user interface are never considered to be forms of help.  We learned that if we didn’t call it help, people would actually read it and use it.  In addition, we have found ways to more closely integrate the online content with the product.  For example, many help pages provide links that do something in the product itself to resolve an issue, such as a button to open a window in the product and perform a specific task.  Multimedia continues to extend our communication methods with demonstrations and tutorials integrated with the product.  These powerful technologies and our creative minds help us find better ways to communicate effectively with a wide range of audiences.

As we move toward community-generated content and extensible user assistance through Wikis and other technologies, are we working ourselves out of a job?  I believe not at all.  This evolution is just the next step in our journey and with it our role changes in the process.  We now move toward helping to shape the content and to focus on accessibility and structure within these information sets.  We become the information architects and we will develop ways to make it easier for others to develop standardized community-generated content.

What’s next?  True industry leaders never stop learning.  Mentors share their knowledge and experience with others, and in turn they learn from the fresh perspectives of those they work with.  We continue our discussions, share ideas, experiment and try new things, and continue to watch, listen, and learn.  From our idea exchanges at conferences and various events, future approaches that more effectively meet the needs of our audiences are born.  I hope you will be a part of our future and I look forward to our continuing discussions as we find the next, better way.