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Society for Technical Communication 2017 Summit Proceedings May 7-10, 2017 • Washington, DC  Society for Technical Communication 2017 Summit Proceedings May 7-10, 2017 • Washington, DC The papers published in these proceedings were reproduced from originals furnished by the authors. The authors, not the Society for Technical Communication (STC), are solely responsible for the opinions expressed, the integrity of the information presented, and the attribution of sources. The papers presented in this publication are the works of their respective authors. Minor copyediting changes were made to ensure consistency. STC grants permission to educators and academic libraries to distribute articles from these proceedings for classroom purposes. There is no charge to these institutions, provided they give credit to the author, the proceedings, and STC. All others must request permission. All product and company names herein are the property of their respective owners. © 2017 Society for Technical Communication 9401 Lee Highway, Suite 300 Fairfax, VA 22031 USA +1.703.522.4114 www.stc.org Design and layout by Tina M. Kister, Nanatoo Communications. 2 2017 STC Technical Communication Summit Proceedings Table of Contents Table of Contents 2017 Society for Technical Communication Summit . iv Overview . iv Conference Committee . iv Arcelay, Rosie Workflows: Your Treasure Map to Great Content . 1 Bonsignore, Alisa Introverted Entrepreneurship . 6 Bowerman, Kate; Joan Carter; Melissa Kulm; and Karen Marginot Work Global, Live Local . 8 Breker, Melissa Collaboration, Communication, and Credibility: Building Stronger Content Teams . 13 Costa, Vivianne A Layman’s Crash Course on Analytics in Help Content . 19 Coules, David Disrupt Your Own Self: Streamlined Publishing Through the Cloud with HTML5 . 26 Cressey, Eric User Experience Strategies for Winning Application Programming Interface (API) Documentation . 31 DeLuca, Todd How May I Help You? Why Service is a Smart Way Forward . 35 Elle, Edna Accessibility Made Easy: Automating and Optimizing Accessible Outputs from DITA XML 38 Gardner, Michelle M. Walking in Your Users’ Shoes: Create Journey Maps for an Improved User Experience . 49 Guren, Leah Six Super Success Hacks . 54 Harvey, Michael Documentation Support for an Internet of Things (IoT) Product: A Case Study . 57 Jones, Adam Avoiding the $36 Comma: Clever Editing Strategies Can Reduce Translation Costs . 62 Kerr, Debbie Learning Styles and the Cancer Experience . 67 2017 STC Technical Communication Summit Proceedings i Table of Contents Kleinsmith, Mark Video Provides the Edge . 75 Kramer, Meredith To Manage or Not to Manage: That is the Career Path Question . 79 Kreger, Jessica Proving Return on Investment (ROI): Agilely Cutting Costs in Help . 82 Maddox, Sara A Tech Writer, a Map, and an App . 84 McCue, Shannon A. Case Study: Finding Your Documentation Utopia in an Agile Environment . 88 Mincey, Chrystal R. Knowing Your Client’s Language . 92 Navarro, Elizabeth Everyone’s an Editor . 94 Parkinson, Mike Perfect: How to Turn Words and Data Into Powerful Graphics . 99 Perlin, Neil We’re Going Mobile! Great! But What Does That Mean? . 103 Peters, Ear Section 508: Are You Ready for Americans with Disabilities Act (ADA) Compliance Standards? . 106 Pfeilsticker, Steve Supporting Customer Advocacy with Intelligent Knowledge Management . 112 Prabhakar, Rahul How Social Media Can Be Part of Your Set of Technical Communication Skills Tools . 118 Prentice, Scott Regular Expressions for Tech Writers . 123 Proff, Allie My Android Dreams of Electric Cats: Are You Capturing Your User’s Emotive Analytics? 129 Ruggeri, Kathleen and Lisa Adair Improve Content Quality with One Process Change . 136 Saxena, Shikha The Art of Writing in Agile . 141 ii 2017 STC Technical Communication Summit Proceedings Table of Contents Keith Schengili-Roberts Is Darwin Information Typing Architecture (DITA) Right for You? Scenarios for Considering a Move to DITA . 150 Semp, Monique Leveraging Structured Authoring/DITA Techniques When All You Have Are Unstructured Tools . 156 Simon, Kelley Creating a Free Intranet Using Drupal . 166 Stevenson, Sean Getting to Compliant: Responding to Government Requests for Proposal (RFPs) for the Technical Communicator . 172 Strimling, Yoel So You Think You Know What Your Readers Want? . 177 Tincher, Louise The Wonderful World of Proposals. 186 Todd, Becky Engineering Content Champions . 189 Vega, Laurian C. Novices and Expert Users, Not Novices or Expert Users . 193 Wilson, Jane Creating User Documentation in an Agile World . 198 Woelk, Ben Follow the Yellow Brick Road: A Leadership Journey to the Emerald City . 202 2017 STC Technical Communication Summit Proceedings iii Overview 2017 Society for Technical Communication Summit area, coordinating speakers, and ensuring a well- Overview balanced and comprehensive program. The 2017 Society for Technical Communication Summit was the STC’s 64th annual conference. The theme of Members of the 2017 committee: the 2017 conference was Gain the Edge to Get Results. • Molly Jin, Director of Education and Meetings, The Summit was held from May 7-10 at the Gaylord Society for Technical Communication National Resort in National Harbor, Marylyand – just minutes from downtown Washington, DC. • Todd DeLuca, Conference Committee Chair, Black Knight Financial ServicesHeadshot_DeLuca STC’s annual Summit is the premier conference for • David Caruso, Program Manager, National technical communication education and networking, Institute for Occupational Safety and Health, CDC and attracts over 600 attendees and 40 exhibitors. Attendees are professional technical communicators • Track managers: at all levels, from beginners to seasoned veterans, ▪ Jamie Gillenwater, Career & Leadership and includes technical writers, editors, illustrators, ▪ Michael Opsteegh, Design & Testing managers, information designers, architects, content strategists, instructional designers, usability and user- ▪ Li-At Rathbun, Writing & Communication centered design practitioners, researchers, professors, ▪ Roger Renteria, Technology & Development and students. • Reviewers: Learn more at https://summit.stc.org/conference/. ▪ William Butcher ▪ Charles Crawley Conference Committee ▪ Rachel Houghton The Conference Committee was responsible for ▪ Annette Riley managing the call for proposals, reviewing all ▪ Jennifer Staley proposals, prioritizing the submissions in each topic ▪ Lloyd Thompson-Taylor iv 2017 STC Technical Communication Summit Proceedings 2017 STC Technical Communication Summit 7-10 May 2017 • Washington, DC ©2017 Society for Technical Communication Arcelay, Rosie Workflows: Your Treasure Map to Great Content As technical writers, creating content for software products can be an adventure. With workflows, you and your team can navigate the jungle of bad communication to find the treasure of user- focused content. This knowledge will empower you and your team to minimize the mini-waterfall effect you sometimes see during Agile processes. One of the challenges for technical writers who work in Agile teams is to complete documentation tasks by the end of a sprint. Sprints can become mini-waterfalls, where the documentation work begins after the de-velopers have finished their code work and when quality assurance (QA) begins testing. While the mini-waterfall effect can be difficult to overcome, you can minimize it by using workflows. will help you shape and pinpoint how the process What is a Workflow? works. A workflow is a treasure map that you can follow to • Workflows reveal the kind of content you’ll need mine content. Workflows provides a bird’s-eye-view of to create and where in the process it should go. the process your team is creating or improving. They For example, during a sales process, you know also help you to determine the type of content that that confirmation emails are necessary to in-form your users will need. the customer that their order and payment were successful. Is there a confirmation email going Workflows are tools that help you to trace the path out? Do we need an email for when the process that users take through a software product or training fails? These are the kinds of questions that you process. This makes workflows similar to customer can ask from looking at workflows. journey maps. A customer journey map “is a diagram • Workflows are valuable as an internal reference that illustrates the stages that a customer goes tool. In my company, technical support through while engaging with a business to complete and customer service use my workflows a pro-cess.” (Laplante, 2017). They are useful for user to supplement the training content they experience (UX) and content marketing research. receive from the teams that create the main The difference between customer journey maps and documentation. workflows is that workflows expand the concept of cus-tomer journey maps to include backend processes. Plan your Expedition Workflow Benefits The first question to ask yourself is, “Does this need a workflow?” These are the benefits of having a workflow: • Workflows provide a starting point for dialog: you While workflows come in handy at any stage in the can go to your developers and say “This is how design process, it’s best to use them at the beginning. I understand the software’s workflow goes. Can For example, if you are working with an existing you tell me if this is accurate?” Developers or QA process that is getting additional steps, you can use work-flows to document that process. There may 1 Arcelay, Rosie be situations where you won’t need a workflow. For process works. In other types of
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