Technical Writer's Influence on Social Media Strategy 2
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  • By Brian Solis & JESS3. V3.
  • October 24 – 26: Technology Services World 2011 Las Vegas concluded Wednesday…The event, hosted by the Technology Services Industry Association (TSIA)“The State of Social Support: New TSIA Research Uncovers Leading Trends & Best Practices.”

Technical Writer's Influence on Social Media Strategy 2 Presentation Transcript

  • 1. The Technical Writer’s Influence on Social Media Strategy Fer O’Neil STC: Live Web Seminar November 2, 2011
  • 2. Strategy vs Initiativehttp://www.theconversationprism.com/media/images/convoprism-poster-lg.jpg
  • 3. Organizational Social Media Strategy Research Results/ Whitepapers Technical Communication /Support Initiative Social Media Strategy (Policy) Sales/Marketing/PR InitiativeSee resources 1) Multiple Twitter accounts
  • 4. Technical Communications Department Community Development Social Media Initiative
  • 5. “Traditional” support channelsDocumentation Call center User Phone/emailGuides/manuals Rich MediaKnowledgebase Video tutorials
  • 6. Why is the Technical Writing department working on a social media initiative? Additional support channelWill help improve the Opportunity to content for other deflect support support channels cases Create more Opportunity to exposure for the update users with Knowledgebase as the latest supportthe primary support trends/news channel Opportunity for users Ability to interact to ask product with users questions and receive answers quickly. The Technical Writers Influence on Social Media Strategy
  • 7. Breaking the Fourth Wall Technical Communications ContentAudience / users The Technical Writers Influence on Social Media Strategy
  • 8. Who are the social media specialists?The Technical Writers Influence on Social Media Strategy
  • 9. Social Media trends “Decline in Social Media Platform Adoption Forecasted for 2013” ? 335 275Shawn Santos: TSIA Social Media Survey Results 2011 - 2012 - Presentation Transcript The Technical Writers Influence on Social Media Strategy
  • 10. Communicate TechnicalCommunicate information information wordle.net The Technical Writers Influence on Social Media Strategy
  • 11. Transcend CORRECT SOCIAL MEDIAUSER PLACE CHANNEL TO BE The Technical Writers Influence on Social Media Strategy
  • 12. What is the Technical Writer’s role? Develop Link tracking/metrics Administrate/LiaisonThe Technical Writers Influence on Social Media Strategy
  • 13. Additional support channel & feedback Marketing/ Production PRDevelopment Sales Support The Technical Writers Influence on Social Media Strategy
  • 14. Can a Support initiative produce ROI? The Technical Writers Influence on Social Media Strategy
  • 15. Beyond the Bleeding Edge, STC Summit 2011Credits/Resources page 1 of 2Icons – http://www.aha-soft.com/http://www.ihearttechnicalwriting.com/gina-blednyh-interview-how-social-media-will-make-you- a-better-technical-writer/http://www.writingassist.com/newsroom/technical-writing-and-social-media-what%E2%80%99s- the-connection/http://www.writingassist.com/newsroom/enhancing-the-user-experience-with-social-media/http://thecontentwrangler.com/2009/01/12/convergence_technical_communication_strategies_f or_incorporating_web_20/http://www.enewsbuilder.net/techcommanager/e_article001510038.cfm?x=bfSHKsW,b5S5LhqF, whttp://www.writingassist.com/newsroom/how-technical-documentation-professionals-can-use- twitter/http://ffeathers.wordpress.com/2010/06/19/social-media-in-technical-documentation-a- presentation/http://idratherbewriting.com/2011/04/28/introducing-technical-writing-world-a-new-social- network-for-technical-writers/ The Technical Writers Influence on Social Media Strategy
  • 16. Beyond the Bleeding Edge, STC Summit 2011Credits/Resources page 2 of 2http://www.upassoc.org/upa_publications/ux_poster.htmlhttp://www.useit.com/alertbox/participation_inequality.htmlhttp://www.stc.org/intercom/PDFs/2009/200903_18-20.pdfhttp://www.forrester.com/empowered/ladder2010http://www.forrester.com/empowered/tool_consumer.htmlhttp://www.scriptorium.com/whitepapers/web2/index.html1) “Multiple Twitter Accounts”:http://scoopdog.wordpress.com/2009/09/03/1092/http://blog.sysomos.com/2010/09/21/to-have-or-have-not-multiple-twitter-accounts/http://www.wearemedia.org/Social+Media+Strategy+Maphttp://www.briansolis.com/2008/08/introducing-conversation-prism/Thomas Tullis;William Albert. Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics (Interactive Technologies) (ch. 4).Donald A. Norman. Living with Complexity (p. 126). The Technical Writers Influence on Social Media Strategy
  • 17. STC Live Web Seminar – November 2, 2011Fer O’Neilferswriteshoe@gmail.comhttp://ferswriteshoe.wordpress.com @ferswriteshoe slideshare.net/feroneil Fer O’Neil, “The Technical Writer’s Influence on Social Media Strategy”. Techniques, Spring 2011, page 8. http://english2.mnsu.edu/stc/newsletter.html The Technical Writers Influence on Social Media Strategy
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