Creating a multiple learning channel improves the learning experience of WordPress users. Ideas, tips & case study for the increase theme and plugin developers.

1. Create Great
User Documents
by Gloria Antonelli
WordCamp Chicago 2013
forTheme & Plugins Developers

2. about me
artist
designer
technologist
trainer
consultant
web strategist
wordpress developer
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

3. stuff i know
html
css
php
wordpress
web standards
ux
ui
seo
graphic design
content strategy
usability testing
information architecture
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

4. long tail of WP users
documentation culture
doc types for learning
writing tips
visual presentation tips
instructional presentation tips
findability
user interface
doc sprints
case studies
learning channel overview
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

5. Improving WordPress
Themes & Plugins
Support
Documentation
By Gloria Antonelli
Video available on WordPress.TV
Slides available on Slideshare.net
The conversation started at WPChicago 2011.

6. development
design
documentation
WP GOLD STANDARDS
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

7. new & non tech users
experiencedusers
The Learning Curve
Difficult
Easy
Long Tail of WP Users
Unlimited niche
with limited skill.

8. Multiple Learning Layers
Essential Advanced
WordPress Admin UI HTML5
Theme Functionality CSS3
Theme Options PHP
Theme Widgets JQUERY
“Learn” image Aaron Schmidt
http://www.flickr.com/photos/aaronschmidt/
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

9. Buried in support requests?
A great learning center can
transform your business.
http://flic.kr/p/dqKrEJ
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

10. Stand out in the Market Place
Decrease Support Requests
Increase Customer Satisfaction
IncreaseYour Happiness Level
http://flic.kr/p/

11. Users select themes
& plugins by learning
channel quality.

12. Documentation Culture

13. Your Job
Provide instructional
information to users.
Document development time up front
or pay on the back end with support time.
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

14. Improve Users Productivity
Identify your
user goals &
learning
outcomes.
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

15. http://www.flickr.com/photos/lac-bac/7509282230/
Provide Road Maps
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

16. Road Blocks
Users have different skill sets, technical
expertise, and learning styles.
No single format works for everyone.
Provide multiple learning channels for
success.
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

17. Learning Doc Types
Topical GuidesTutorials Reference Guides
How to’s System Requirements Knowledge Base
Step by Step Infographics eBook/WhitePaper
Screencast Code Snippets Trouble Shooting
Webinars Deep-Dive Manual
Videos Start Guides FAQ
Offer multiple options
for learning.
Offer multiple options
for learning.
GlossaryOffer multiple options
for learning.
Offer multiple options
for learning. Overviews
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

18. Infographics
http://marktimemedia.com/redesigning-the-template-hierarchy/

19. Forums
Sometimes good &
sometimes not good.
Many Theme
companies are
closing forums and
moving to ticketed
support systems.

20. Start Here

21. Just Start Writing
http://flic.kr/p/DGUbY

22. Then Edit
Most docs don’t go beyond a rough draft.
http://flic.kr/p/7DhKhD

23. http://flic.kr/p/6wPQhm
edit on paper
read slowly read out loud
review 3X
Successful Editing
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

24. Writing Tips
Target each audience group.
Act like a personal instructor.
Be conversational.
Be brief, clear, concise, & helpful.
Write short paragraphs & omit fluff.
Don’t buried important info in a
wall of text.
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

25. Visual Presentation Tips
Create a documentation style guide.
Chunk instructional content.
Use tables & lists.
Use callouts.
Format for scanning.
Use header hierarchy.
Use color coding.
Use white space for readability.

26. Instructional Tips
Break down into step by step
instructions.
Create new tutorials from forum
conversations.
Provide written content for videos.
Include clarification of terminology.
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

27. Anticipate Questions
1. Write down real questions.
2. Develop detailed instructions
to answer the question.
3. Plug into learning channel.
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

28. Findability
Table of Content
Site Map
Index
http://flic.kr/p/7PTDDm
ability to locate and present usable information
easily, accurately, and quickly as possible.
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

29. Doc Sprints
http://flic.kr/p/PWNcf
Collaboration

30. Doc Sprints
Collaborative Document Sprints are a
good fit for technical documentation.
Sprints organize people to write
documentation in a few days - same
location or multiple time zones.
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

31. Documents should not be
behind a walled garden.
Garden WallBy join the dots

32. http://www.flickr.com/photos/dillemma/8740718365/
Information Architecture

33. IA categorization of information into
a coherent structure.
Arrange for Importance or Skill Level
Start Here Call of Actions
Descriptive Headers
Site Map & Topic Overviews
GroupTopics
WordCamp Chicago 2013
@GloriaAntonelli #WCCHI

34. verify content & code
learners skills & abilities
iterate, iterate, iterate
Evaluation
Assessment
Modifications
http://flic.kr/p/L5v2U

35. Time for Updates
Continual Document Review
http://flic.kr/p/4PeAb

36. Easy Docs Theme

38. Obox - an example of multiple leaning channels
http://kb.oboxsites.com/
Disclaimer:A review of the learning channels layout not of Obox theme quailty.

39. Obox

41. Obox

42. Obox

43. Obox

44. Obox

45. Obox

46. Obox

47. No clear path to the
plugin information.
http://yoast.com/wordpress/seo/

48. An example of a clear path of learning.

49. Join the
WordPress Global
Community

50. thank you!
Gloria
Antonelli
@GloriaAntonelli
google +
linkedin
facebook
Emerging Technology
& Web Strategist
WordPress Developer
Consultant & Trainer
gloria@gloriaantonelli.com