Technical Writer's Role in Social Media
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The document discusses the technical writer's role in social media strategy and initiatives. It argues that technical writers can help improve support channels by creating social media presences to directly engage with users. This allows for questions to be answered quickly and content to be updated based on trends. Technical writers are well-suited to develop, link, and administer social media accounts due to their communication skills and understanding of user needs. While support initiatives may not directly produce returns on investment, they can provide additional marketing and public relations value by increasing exposure for help documents and knowledgebases.
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Technical Writer's Role in Social Media
- 1. The Technical Writer’s Influence on Social Media Strategy Fer O’Neil STC: Live Web Seminar November 2, 2011
- 3. Organizational Social Media Strategy Research Results/ Whitepapers Technical Communication /Support Initiative Social Media Strategy (Policy) Sales/Marketing/PR Initiative See resources 1) Multiple Twitter accounts
- 4. Technical Communications Department Community Development Social Media Initiative
- 5. “Traditional” support channels Documentation Call center User Phone/email Guides/manuals Rich Media Knowledgebase Video tutorials
- 6. Why is the Technical Writing department working on a social media initiative? Additional support channel Will 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 support the primary support trends/news channel Opportunity for users Ability to interact to ask product with users questions and receive answers quickly. The Technical Writer's Influence on Social Media Strategy
- 7. Breaking the Fourth Wall Technical Communications Content Audience / users The Technical Writer's Influence on Social Media Strategy
- 8. Who are the social media specialists? The Technical Writer's Influence on Social Media Strategy
- 9. Social Media trends “Decline in Social Media Platform Adoption Forecasted for 2013” ? 335 275 Shawn Santos: TSIA Social Media Survey Results 2011 - 2012 - Presentation Transcript The Technical Writer's Influence on Social Media Strategy
- 10. Communicate Technical Communicate information information wordle.net The Technical Writer's Influence on Social Media Strategy
- 11. Transcend CORRECT SOCIAL MEDIA USER PLACE CHANNEL TO BE The Technical Writer's Influence on Social Media Strategy
- 12. What is the Technical Writer’s role? Develop Link tracking/metrics Administrate/Liaison The Technical Writer's Influence on Social Media Strategy
- 13. Additional support channel & feedback Marketing/ Production PR Development Sales Support The Technical Writer's Influence on Social Media Strategy
- 14. Can a Support initiative produce ROI? The Technical Writer's Influence on Social Media Strategy
- 15. Beyond the Bleeding Edge, STC Summit 2011 Credits/Resources page 1 of 2 Icons – 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, w http://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 Writer's Influence on Social Media Strategy
- 16. Beyond the Bleeding Edge, STC Summit 2011 Credits/Resources page 2 of 2 http://www.upassoc.org/upa_publications/ux_poster.html http://www.useit.com/alertbox/participation_inequality.html http://www.stc.org/intercom/PDFs/2009/200903_18-20.pdf http://www.forrester.com/empowered/ladder2010 http://www.forrester.com/empowered/tool_consumer.html http://www.scriptorium.com/whitepapers/web2/index.html 1) “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+Map http://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 Writer's Influence on Social Media Strategy
- 17. STC Live Web Seminar – November 2, 2011 Fer O’Neil ferswriteshoe@gmail.com http://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 Writer's Influence on Social Media Strategy
Editor's Notes
- 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.”