If search engine optimization (SEO) is your game, then you surely have obsessed over one question: How do I get my content featured in a Google snippet? Well, we (MindTouch that is) have performed an analysis, and we have some answers. This is what you do: Not this. Not that. And no, not that either. Huh? Indulge me. What I’m trying to tell you is to forget about all the great advice out there on how to improve your SEO and how to get a page one ranking in Google—at least for a … [Read more...] about Your Guide to Google Snippets and the Secret of MindTouch
We may attribute our demand for self-service to our need for active involvement and self-gratification, but there’s another element we rarely factor in: our geeky side. You Geek, I Geek, We All Geek I commute via train and vividly remember the first time I rode the train into work. As you would expect, nearly all my fellow commuters (from young to old, from student to executive, from caffeinated to sleep-drunk) were face down in a mobile device. Since then, every day I watch passengers … [Read more...] about The Age of the Geek: From Customer Self-service to Brand Loyalty
For some years now, customer-centricity has been the lauded business approach. Although companies have made a lot of strides, one area continues to fall short: the realignment of key strategic personnel. Why? Because too often the technical writing team is overlooked. And if you are a decision maker and are still not thinking of your tech writer as a prime strategic asset, you are doing it all wrong. Your help content (and here I include technical documentation, product information, and … [Read more...] about Time to Elevate Your Tech Writer
With the proliferation of relying more and more on the internet to woo and keep loyal customers, one cannot deny that technical communications experienced a—dare I say it?—yes, a paradigm shift. If you don’t believe me, then you may not have seen the latest announcement from the Associated Press (AP) about the downfall of the Internet with a capital I. The Internet as we know it is dead; it is no longer an enigmatic force. Say hello to the internet with a lowercased i. Whether you end up … [Read more...] about Yes, Times Are A-Changing. The Traditional Tech Writer Is No More
Or, how to rethink happy ending endings. Lately, I’ve talked a lot about structuring. Too much maybe. But you and I know that without a solid navigational structure you might as well not have a product help site. Because what use is it if your customers can’t self-serve? Off with the head I say! Let me reiterate: it is time we technical communicators stop falling prey to our whims and fairy tale musings. Yes, we all love a good story. Heck, we (as in, someone in the software industry with … [Read more...] about Shake Your Fairy Tale Habits: Final Chapter – Does Your Navigational Structure Work?
Or, how once again analytics gets you out of your head and in your customers’ shoes. Before I dared to tackle the restructure of the MindTouch Success Center, I knew I needed to experience our customers’ pains and joys. The only way I could guide them well—and to the right information—was by putting myself in their shoes. Literally. Well, not quite, but you know what I’m getting at. In the end, the single most important decision I made when restructuring our site was to assign … [Read more...] about Shake Your Fairy Tale Habits: Chapter 3 – Deciding on Structure Prominence
Or, how to plan your structure without analytics tools and still serve your customers. A couple of weeks back I wrote about the importance of using analytics tools when planning the structure of your top-level help content hierarchies. I’m sure some of you asked the inevitable question: But what if I don’t have any analytics tools set up? Ah, yes, it seems that would make your structure planning a bit more difficult. Not so! Let’s face it: if you are setting up web-accessible content … [Read more...] about Shake Your Fairy Tale Habits: Chapter 2 – Alternative Data Gathering
Or, how to listen to your customers and plan your top-level hierarchies. Get cozy with yourself Welcome back to ditching navigational stories as you know them. This first chapter on shaking your fairy tale habits gets down to the nitty-gritty, the first step in structuring (or restructuring) your site—understanding your business from your customer’s perspective. The good old times I remember a time when I had to sift through dozens and dozens of document folders while trying to find the … [Read more...] about Shake Your Fairy Tale Habits: Chapter 1 – Forget Sleepless Nights
Or, how to let analytics reform your content strategy. This is part of an ongoing series documenting the best practices, musings, and confessions on tech writing, as told by the MindTouch Documentation Architect. If you have read my introductory blog a couple of weeks ago, you may have gathered that I am on a mission to rid technical communication of its bad habits once and for all, particularly those involving the weaving of content strategy tales that hurt users more often than help … [Read more...] about The Doc is In Series: Shake Your Fairy Tale Habits – The Prologue
An ongoing series documenting the best practices, musings, and confessions on tech writing, as told by the MindTouch Documentation Architect. After nearly a decade of structuring and curating content for users who are becoming increasingly smarter and who are more and more eager to self-serve, I’ve realized that most knowledge management strategies are at their core (and often at their very best) fairy tales. The Grimm variety, not the feel-good Disney kind. Rather than relying on hard, … [Read more...] about Introducing the "Doc is In" Series: Is Your Customer Self-Service Strategy Just a Fairy Tale?