A while back I came across the following post on a Tech Doc related discussion list.
We still use process X and while we (the tech writers) think they are useful, I think our users mostly rely on process Y. We’ve attempted to educate our users on the value of X, but based on the questions I get I don’t think a lot of our users think of using X on a regular basis.
(AJP – Quote edited to remove names of specific processes)
Wow – so if I get this straight, the users of the information like to use it one way (Y), but the content creators think they should be using it another way (X) so they make every effort to “educate the users” as to how it should be done.
If the majority of the people who use your content are following the same behavior pattern, isn’t it better to look at why they are doing that, and the value that THEY find, rather than the value that YOU think is there.
Learn from your customers. Find out why they prefer Y to X, and then do what you can to make Y even better. If that means dropping process X, then do so.
Those of you who have heard me talk will have heard this before, but the documentation industry is not about us as content creators, it’s about our customers and how they access, assimilate, and use that content.
Alan
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As a reminder during these on-site in-person workshops workshop we will:
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Alan Porter
The Content Pool™ is a division of the 4Js Group LLC
Hey Alan: Having worked with all kinds of tech over the past four decades, I've seen good examples of process X vs. process Y. However, it still comes down to the people and the tech process they use. In my opinion, the better process is the one that gets the job closer to its final completion than the process that the one that gets it out of my hands the fastest.
We have to weigh the goals of the business and the process users involved to come up with better strategies so that process X and process Y yield process A or best practices, right?
I'm nit-picking but you gave me something to think about, and I appreciate it and your Content Pool every week.
Thanks,
Wayne