Did you ever make a big public mistake?
What did you do to make it right?
This presentation looks at mistakes I have made in Technical Communication and what I did to
Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the online help. When we admit we had a bug and have to fix it, users find out about it in the release notes. Whether we need to say "I'm sorry it's confusing" or "I'm sorry it's broken", we need a Technical Communicator to carry the message. This presentation will discuss some of my personal experiences when technical things go wrong and several meaningful yet fun ways I found for saying "I'm sorry" and "thank you for your understanding". This presentation involves toys!
Let Me Touch It: Don’t Demo Your TrainingViqui Dill
We have long understood that most folks learn by doing. We don't want to just watch somebody else do something, we want to try it out for ourselves. Then why are we so prone to design our own training sessions as a slow death-by-PowerPoint? We have to rethink our own training programs so that students get to touch as well as see and hear. This takes a little planning but it's worth the extra effort.
Improve and change projects fail largely because the theories, models and frameworks don't take into account the reality of people, working in real business, with pressures and priorities and problems. If change was easy as you think, why would the organization be in the place it is today? This is an alternative version to the presentation shown at the BCS offices in London on 9 October 2015.
Give to Get: Real-World Dividends from Social NetworkingSadalit Van Buren
The document is a presentation by Sadie Van Buren about using social networking tools to benefit both personal and professional knowledge work. It discusses how the presenter uses various social media sites as both a consumer and producer of content. Examples are given of how social tools help with tasks like finding answers, making connections, and staying informed of new developments. Recommendations are made to simplify tools used, measure their impact, and find a balance between sharing and privacy concerns when using these professional networks.
The UK Government Digital Service is the department that looks after GOV.UK, the UK government website. It's a single website that is home to over 300 government departments and agencies. This talk gives some examples of how the GDS Design Principles help our colleagues to create better public services, and how they help us to create better guidance for them too.
Forget Process, Focus on People - Peter LeesonITCamp
Quality is not created by processes, controls, measurements and audits. Quality is not created by testing and reviewing. Quality is created by the people who do the work. In this talk, a process improvement consultant will tell you why you should forget about process and focus on what really matters: the people doing the work. FP2 is a review of what needs to be in place in order to deliver high-quality products and services without the levels of bureaucracy and supervision so frequently expected by management and consultants selling their solutions. Let’s change the world together.
Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the online help. When we admit we had a bug and have to fix it, users find out about it in the release notes. Whether we need to say "I'm sorry it's confusing" or "I'm sorry it's broken", we need a Technical Communicator to carry the message. This presentation will discuss some of my personal experiences when technical things go wrong and several meaningful yet fun ways I found for saying "I'm sorry" and "thank you for your understanding". This presentation involves toys!
Let Me Touch It: Don’t Demo Your TrainingViqui Dill
We have long understood that most folks learn by doing. We don't want to just watch somebody else do something, we want to try it out for ourselves. Then why are we so prone to design our own training sessions as a slow death-by-PowerPoint? We have to rethink our own training programs so that students get to touch as well as see and hear. This takes a little planning but it's worth the extra effort.
Improve and change projects fail largely because the theories, models and frameworks don't take into account the reality of people, working in real business, with pressures and priorities and problems. If change was easy as you think, why would the organization be in the place it is today? This is an alternative version to the presentation shown at the BCS offices in London on 9 October 2015.
Give to Get: Real-World Dividends from Social NetworkingSadalit Van Buren
The document is a presentation by Sadie Van Buren about using social networking tools to benefit both personal and professional knowledge work. It discusses how the presenter uses various social media sites as both a consumer and producer of content. Examples are given of how social tools help with tasks like finding answers, making connections, and staying informed of new developments. Recommendations are made to simplify tools used, measure their impact, and find a balance between sharing and privacy concerns when using these professional networks.
The UK Government Digital Service is the department that looks after GOV.UK, the UK government website. It's a single website that is home to over 300 government departments and agencies. This talk gives some examples of how the GDS Design Principles help our colleagues to create better public services, and how they help us to create better guidance for them too.
Forget Process, Focus on People - Peter LeesonITCamp
Quality is not created by processes, controls, measurements and audits. Quality is not created by testing and reviewing. Quality is created by the people who do the work. In this talk, a process improvement consultant will tell you why you should forget about process and focus on what really matters: the people doing the work. FP2 is a review of what needs to be in place in order to deliver high-quality products and services without the levels of bureaucracy and supervision so frequently expected by management and consultants selling their solutions. Let’s change the world together.
Webinar - 15 Ways to improve your library's Facebook page 2015 12-16TechSoup
In the middle of 2015, Facebook surpassed 1.49 billion users, and on average, those users are spending almost an hour per day on the social media site. But are all of those fans of yours actually seeing your posts? Are you engaging your fans in the best possible way? Do you feel like you are doing the same things and that your page is stuck in a rut?
This free webinar shares cool and interesting things other organizations are doing on Facebook and how they can be applied to public libraries.
What The Crap is Next for Social Media?Eric T. Tung
What's next after SoLoMo? What are the bigger trends taking over Social Media in the next five or ten years? Check out these six macro trends: Consolidation of Social Networks, Social Tool Aggregation, Crowdsourcing, Sharing Economy, Big Data and The Quantified Self.
20 Ways to Shaft your Split Tesring : Conversion ConferenceCraig Sullivan
The document discusses common mistakes made in A/B testing and provides advice to avoid false or misleading results. It recommends integrating analytics to properly track and segment test results, running tests for sufficient time periods that include full business cycles to avoid false positives or negatives, and performing thorough quality assurance testing to prevent browser or device-related issues from influencing outcomes. The key is to design hypotheses based on solid customer insights and data rather than guesses, and continue testing until a representative sample is collected rather than stopping early just because a test appears significant.
The document summarizes a discussion on product roadmapping led by Bill Galfano, President of MileMarker, during the Global Product Management Talk on Twitter and audio on November 14, 2011. The discussion involved questions about how participants manage their product roadmaps, how they communicate roadmap information to stakeholders, and how they prioritize new features. Participants shared various approaches to roadmapping, including using themes in roadmaps and balancing roadmap details with iteration planning.
This document provides guidance on optimizing live fundraising events for success. It recommends catering events to the interests of target patrons and tracking past auction results. Effective marketing is key to attracting patrons through exciting promotions highlighting the cause. Proper planning ensures a fun experience through engaging auctions using mobile bidding and pre-authorization for easy checkout. Tracking results allows improving future events through an intuitive donor database integrating best practices for retention and communications.
Business Case for Sustainability Presentation Laura Dunkley
Building the Business Case for Sustainability - Challenges, Identify the Decision Makers, Hierarchy of Business Needs, Reasons Sustainability Initiatives are not Adopted, Success Stories, Resource Links
Lean Impact–Lean Startup for Mission-driven Organizations by Leanne Pittsford...Lean Startup Co.
This document provides an overview of Lean principles and concepts for social good organizations. It discusses the Lean Startup methodology, including building Minimum Viable Products (MVPs) to test assumptions, Getting Out of the Building to gather user feedback, and being willing to Pivot if needed based on what is learned. Specific examples like Fasal, Gateway Green, and Lean Impact's own experience pivoting are shared to illustrate these Lean concepts in practice.
How to make brilliant technology productsJenny Brown
This document contains information from Jenny Brown about how to create successful technology products for Qatar. It discusses the importance of starting with a product that users love so they tell others about it. It then lists topics on how to identify genuine user needs, make a product usable, make it appealing, and engage users. Examples of successful companies are provided for each topic, along with relevant links for additional information. The document emphasizes starting with a product that satisfies a genuine user need in a usable, appealing way that engages users.
A pinch of indirection, and don't cut yourself chopping onions...Sean Upton
Practical tips for using component architecture(s). Provides idea, opinions, idioms, tricks for using Zope Component Architecture (ZCA), and some notes about application of component-based design and development outside the Zope and Plone context (e.g. Python, generally; JavaScript).
Alan Morte: Making Conversion Rate Your B**** With Google AnalyticsDFWSEM
Alan Morte reveals tricks of the trade when it comes to leveraging conversion rate within Google Analytics. Presentation given at State of Search 2015 in Dallas, TX on 11/17/15 .
Demystify Digital Marketing - Prelude / Superclub John Readman - Digital Br...John Readman
An overview of what are the important areas to focus on in digital and online marketing, to improve online branding, SEO, user experience and engagement.
Product Management for Agile Teams - Keep Austin Agile 2015Scott Sehlhorst
Product management for agile teams. Most people focus on building the product right. Product managers need to focus on building the right product. Learn a technique for framing those discussions and being intentional.
Business Plan - MEBF - Gaetan Bio - Feb-2023.pdfGaëtan Bio
My Eco Best Friend is a proposed online platform and non-profit association that aims to help users live more sustainably. The platform would function as both a marketplace for eco-friendly products and services as well as an information hub containing eco-tips, challenges, and tools to track sustainable activities. Products and sellers on the marketplace would be rated on a 1-5 star scale for environmental friendliness. The platform seeks to educate and empower users to make progress towards more eco-conscious purchasing and lifestyle choices in a non-judgmental way. If successful, it could benefit small, local sustainable businesses by providing an online sales channel and marketing support to help them compete with larger companies.
What tools and technologies should you be using as a librarian or information professional in 2017? The CILIP special interest group MmIT hosted our first webinar to discuss and shortlist the most relevant tools you can employ as part of your work right now. We are joined by four members of the Multimedia and Information Technology Committee to look at tools and technologies for 2017
The document discusses the importance of testing in digital marketing. It advocates testing all aspects of the customer experience rather than relying on expertise alone. The presentation provides tips for setting up a testing culture and structure within an organization and shares examples of tests that were run and the findings. It also demonstrates some tools that can be used to facilitate testing. The overall message is that testing should be an ongoing process used to continually improve the customer experience and optimize conversions.
The document discusses the importance of testing in digital marketing. It advocates testing all aspects of the customer experience rather than relying on expertise alone. The presentation provides tips for setting up a testing culture and structure within an organization and shares examples of tests that were run and the findings. It also demonstrates some tools that can be used to facilitate testing. The overall message is that testing should be an ongoing process used to continually improve the customer experience and optimize conversions.
The document describes various microsite features that can boost social engagement and lead generation. It includes 31 pages detailing features like contests, quizzes, surveys, geo locators, forms, calendars, profiles, and more. The tools are meant to customize engagement, generate contacts, build customer loyalty, promote campaigns, and more through an intuitive and customizable microsite platform.
#STC21 Show up. Speak up. Shut up. How to be a better #a11y Viqui Dill
Show Up, Speak Up, Shut Up: How to Be a Good Ally
STC is striving to be a more diverse, equitable, and inclusive organization. But what can members do to be better allies of people in underserved groups? In this presentation you will learn eight ways you can become a better ally:
• Educate yourself
• Share what you know
• Amplify diverse voices & perspectives
• Support the livelihood of diverse people
• Remember that a diverse person is an individual
• Support diverse people that you know
• Celebrate accomplishments
• Know that allyship is a growing process
Show up, speak up, shut up: How to be a good ally with Viqui Dill #STC_Spectr...Viqui Dill
STC is striving to be a more diverse, equitable and inclusive organization. But what can members do to be better allies of people in underserved groups? In this presentation you will learn eight ways you can become a better ally: Educate yourself; Share what you know; Amplify diverse voices & perspectives; Support the livelihood of diverse people; Remember that a diverse person is an individual; Support diverse people that you know; Celebrate accomplishments; and Know that allyship is a growing process.
@viqui_dill #STC21 #Conduit21 #STC_Spectrum_2021 #TechComm #Diversity #Equity #Inclusion #a11y
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In the middle of 2015, Facebook surpassed 1.49 billion users, and on average, those users are spending almost an hour per day on the social media site. But are all of those fans of yours actually seeing your posts? Are you engaging your fans in the best possible way? Do you feel like you are doing the same things and that your page is stuck in a rut?
This free webinar shares cool and interesting things other organizations are doing on Facebook and how they can be applied to public libraries.
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The document summarizes a discussion on product roadmapping led by Bill Galfano, President of MileMarker, during the Global Product Management Talk on Twitter and audio on November 14, 2011. The discussion involved questions about how participants manage their product roadmaps, how they communicate roadmap information to stakeholders, and how they prioritize new features. Participants shared various approaches to roadmapping, including using themes in roadmaps and balancing roadmap details with iteration planning.
This document provides guidance on optimizing live fundraising events for success. It recommends catering events to the interests of target patrons and tracking past auction results. Effective marketing is key to attracting patrons through exciting promotions highlighting the cause. Proper planning ensures a fun experience through engaging auctions using mobile bidding and pre-authorization for easy checkout. Tracking results allows improving future events through an intuitive donor database integrating best practices for retention and communications.
Business Case for Sustainability Presentation Laura Dunkley
Building the Business Case for Sustainability - Challenges, Identify the Decision Makers, Hierarchy of Business Needs, Reasons Sustainability Initiatives are not Adopted, Success Stories, Resource Links
Lean Impact–Lean Startup for Mission-driven Organizations by Leanne Pittsford...Lean Startup Co.
This document provides an overview of Lean principles and concepts for social good organizations. It discusses the Lean Startup methodology, including building Minimum Viable Products (MVPs) to test assumptions, Getting Out of the Building to gather user feedback, and being willing to Pivot if needed based on what is learned. Specific examples like Fasal, Gateway Green, and Lean Impact's own experience pivoting are shared to illustrate these Lean concepts in practice.
How to make brilliant technology productsJenny Brown
This document contains information from Jenny Brown about how to create successful technology products for Qatar. It discusses the importance of starting with a product that users love so they tell others about it. It then lists topics on how to identify genuine user needs, make a product usable, make it appealing, and engage users. Examples of successful companies are provided for each topic, along with relevant links for additional information. The document emphasizes starting with a product that satisfies a genuine user need in a usable, appealing way that engages users.
A pinch of indirection, and don't cut yourself chopping onions...Sean Upton
Practical tips for using component architecture(s). Provides idea, opinions, idioms, tricks for using Zope Component Architecture (ZCA), and some notes about application of component-based design and development outside the Zope and Plone context (e.g. Python, generally; JavaScript).
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The document discusses the importance of testing in digital marketing. It advocates testing all aspects of the customer experience rather than relying on expertise alone. The presentation provides tips for setting up a testing culture and structure within an organization and shares examples of tests that were run and the findings. It also demonstrates some tools that can be used to facilitate testing. The overall message is that testing should be an ongoing process used to continually improve the customer experience and optimize conversions.
The document describes various microsite features that can boost social engagement and lead generation. It includes 31 pages detailing features like contests, quizzes, surveys, geo locators, forms, calendars, profiles, and more. The tools are meant to customize engagement, generate contacts, build customer loyalty, promote campaigns, and more through an intuitive and customizable microsite platform.
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• Share what you know
• Amplify diverse voices & perspectives
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• Remember that a diverse person is an individual
• Support diverse people that you know
• Celebrate accomplishments
• Know that allyship is a growing process
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STC is striving to be a more diverse, equitable and inclusive organization. But what can members do to be better allies of people in underserved groups? In this presentation you will learn eight ways you can become a better ally: Educate yourself; Share what you know; Amplify diverse voices & perspectives; Support the livelihood of diverse people; Remember that a diverse person is an individual; Support diverse people that you know; Celebrate accomplishments; and Know that allyship is a growing process.
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Show up, speak up, shut up: How to be a good ally with Viqui DillViqui Dill
The document discusses how to be a good ally to marginalized groups. It covers understanding privilege, who can be an ally, and what allyship entails. Allyship includes educating oneself, amplifying diverse voices, supporting marginalized individuals and communities, and knowing that being an ally is an ongoing process of growth. The presentation provides resources for learning more about diversity, equity, and inclusion.
If you're reading this, it is because you wish to know what it is like to suffer from autism from the perspective of someone on the spectrum. Why you should want such a thing is beyond my comprehension. Was it a child of your own who also suffers? Or was it, perhaps, a morbid curiosity? I'm telling you right now, if you're looking for some words to inspire hope then you can stop reading right now. I'm a thirty-year-old who delivers pizza and still lives with his parents, I have none to give.
The document describes a project to develop project management training for managers at a cabinet manufacturing company. The key points are:
1) The author was tasked with leading the project management training project after it had already been underway for 2 years without consensus on the training approach.
2) Through stakeholder engagement activities like whiteboarding sessions and sticky note planning, the author helped establish a new vision for training tailored to each organization's specific needs rather than a one-size-fits-all approach.
3) The project ultimately concluded that a common project management methodology or language was not feasible across the diverse organizations, and the focus shifted to providing flexible support for project managers.
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My current job is to do internal communications within my company for IT. It’s my job to help four thousand employees make friends with our programs, especially the much avoided Microsoft Office 365 suite of products. This presentation will explain how I was able to leverage our corporate #PowerOfStory program to engage employees online and help them get over the fear of change to be able to use the tools for content management and communication.
#PowerOfStory: the cultural program that got me clicksViqui Dill
My current job is to do internal communications within my company for IT. It’s my job to help four thousand employees make friends with our programs, especially the much avoided Microsoft Office 365 suite of products. This presentation will explain how I was able to leverage our corporate #PowerOfStory program to engage employees online and help them get over the fear of change to be able to use the tools for content management and communication.
#PowerOfStory: The cultural program that got me clicksViqui Dill
My current job is to do internal communications within my company for IT. It’s my job to help four thousand employees make friends with our programs, especially the much avoided Microsoft Office 365 suite of products. This presentation will explain how I was able to leverage our corporate #PowerOfStory program to engage employees online and help them get over the fear of change to be able to use the tools for content management and communication.
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This is the version of my talk that will be presented at the 2017 STC Summit.
Every techcomm project includes a series of meetings. Requirements gathering and status updates are a necessary part of every project. But attending a meeting means that team members are not making progress on tasks or deliverables. How can we ensure that we make the most of this necessary evil?
This presentation will offer proven solutions for meeting management. Starting up front with an engaging icebreaker, gathering expectations about what should be accomplished during the meeting, and then collecting feedback at the end will make your meeting more effective and your team more productive.
This presentation will be interactive and engaging. Come prepared to participate, share, laugh, and interrupt. Bring it on!
On track! Running an effective meeting is more than the agenda - Conduit versionViqui Dill
This is the version of my talk that was presented at the 2017 Conduit conference for the STC PMC chapter.
Every techcomm project includes a series of meetings. Requirements gathering and status updates are a necessary part of every project. But attending a meeting means that team members are not making progress on tasks or deliverables. How can we ensure that we make the most of this necessary evil?
This presentation will offer proven solutions for meeting management. Starting up front with an engaging icebreaker, gathering expectations about what should be accomplished during the meeting, and then collecting feedback at the end will make your meeting more effective and your team more productive.
This presentation will be interactive and engaging. Come prepared to participate, share, laugh, and interrupt. Bring it on!
You stink at email: Why spend time writing something nobody wants to read? Viqui Dill
This presentation discusses how to write effective emails that get read. It notes that people are busy and don't have time to read lengthy emails. It provides tips for crafting concise subject lines that convey the essential information. The body of the email should follow an inverted pyramid structure, with the most important details up front. Links, bullet points, and visual elements can help engage readers. The goal is to write emails that are scannable and invite further interaction.
From Fred Flintstone to George Jetson: Creating Tension in Training Increases...Viqui Dill
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Whether we create video, user assistance, classroom training, or documentation, what we really want is a group of folks who use the product to do an excellent job with little or no effort and make no mistakes. Creating good training is less about the deliverable and more about building the right relationship.
How Professional Organizations Can Help Your CareerViqui Dill
Where do you think Technical Communication will be 5 years from now? What can you do now to be ready for the coming changes?
Joining a professional organization can help you keep up with the changing world of Technical Communication through continuous learning, certification, and networking.
#masonstc #STCorg
The document provides an agenda for a Community Success Leadership Program event hosted by the STC Community Affairs Committee. The all-day event includes opening and closing remarks, presentations on leadership best practices from various chapters, and breakout sessions for new and experienced leaders on topics such as social media, budgets, membership, and conferences. Presenters will also be recognized for their contributions to leadership development initiatives.
TIMING IS EVERYTHING
TUTORIAL PACING
Viqui Dill, Technical Communications Leader, American Woodmark Corporation
Tutorials need to be paced carefully. Too fast and folks don't learn. Too slow and they lose interest. This presentation discusses how to find a balance so that your tutorials are both engaging and effective, so that the pace is just right. Highlights include designing for the audience: creating engaged students by giving them what they need—to See/hear/touch, time to reflect, and to know what’s next; creating well-paced material that is “sticky”.
The document summarizes Leadership Day 2014, which recognized individuals for their community service work through various awards. It provides details on the Distinguished Community Service Awards that honored individuals for their efforts in chapters, special interest groups, and students. It also lists the recipients of the Community Achievement Awards and Pacesetter Awards, which recognized chapters and SIGs for their accomplishments and innovative operations. The document concludes by restating STC's mission and vision for advancing technical communication.
We'll look at two social media success stories and discuss why each one was successful. We'll begin with a look into EdgeRank, Facebook's algorithm for prioritizing the New Feed.
Then we'll talk about a Facebook success for a 501c3. We planned a celebration for an organization of 10 people and got 100 people in attendance We'll look at another story about a group of folks who thought Facebook was either a toy or evil. We were able to get folks on board and raise money for the homeless in my town using Facebook.
We'll look at other social media outlets and introduce the Pew Research Center's internet data. We'll have a lively discussion and plenty of time for attendees to share their own successes and ask questions of the group.
Taking AI to the Next Level in Manufacturing.pdfssuserfac0301
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
How to Get CNIC Information System with Paksim Ga.pptxdanishmna97
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HCL Notes and Domino License Cost Reduction in the World of DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-and-domino-license-cost-reduction-in-the-world-of-dlau/
The introduction of DLAU and the CCB & CCX licensing model caused quite a stir in the HCL community. As a Notes and Domino customer, you may have faced challenges with unexpected user counts and license costs. You probably have questions on how this new licensing approach works and how to benefit from it. Most importantly, you likely have budget constraints and want to save money where possible. Don’t worry, we can help with all of this!
We’ll show you how to fix common misconfigurations that cause higher-than-expected user counts, and how to identify accounts which you can deactivate to save money. There are also frequent patterns that can cause unnecessary cost, like using a person document instead of a mail-in for shared mailboxes. We’ll provide examples and solutions for those as well. And naturally we’ll explain the new licensing model.
Join HCL Ambassador Marc Thomas in this webinar with a special guest appearance from Franz Walder. It will give you the tools and know-how to stay on top of what is going on with Domino licensing. You will be able lower your cost through an optimized configuration and keep it low going forward.
These topics will be covered
- Reducing license cost by finding and fixing misconfigurations and superfluous accounts
- How do CCB and CCX licenses really work?
- Understanding the DLAU tool and how to best utilize it
- Tips for common problem areas, like team mailboxes, functional/test users, etc
- Practical examples and best practices to implement right away
Monitoring and Managing Anomaly Detection on OpenShift.pdfTosin Akinosho
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
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Saying Thank You. Saying I'm Sorry. When #TechComm goes all wrong
1. Saying Thank You. Saying I'm Sorry.
When #TechComm goes all wrong
Viqui Dill
TechComm Leader at American Woodmark
6/19/2015 1| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
2. Icebreaker
• Who is this?
What did she do?
• Did you ever make a big public mistake?
What did you do to make it right?
http://www.ted.com/talks/monica_lewinsky_the_price_of_shame
6/19/2015 2| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
3. Tech rules our lives
• Tech rules our lives
• Tech can be big
• Tech can be fragile
– When technical things go wrong, they often go
wrong in big, public ways
– System users deserve an apology
– System users deserve a sincere gesture of thanks
for risking a continued relationship
6/19/2015 3| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
4. Hooray for #TechComm
• The voice of a technical organization
– Training: “I’m sorry it’s hard to do right.”
– Online help: “I’m sorry it’s confusing.”
– Release notes: “I’m sorry it was broken.”
6/19/2015 4| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
5. Problems with the doc?
• Promptly correct the problem
• Give gushing thanks for the feedback
• At least somebody is reading it
– 1 troll = 99 non-trolls
6/19/2015 | @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 | 5
6. Problems with the system
• List the problems fixed
– Be specific
• Apologize for the inconvenience
– Express thanks for the business relationship
6/19/2015 6| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
7. The “I” Message
• State how you feel (the message relationship
or meaning)
– “I feel _________________________.
• State the content of your message
– because _______________________
– which resulted in ________________________.
– What I want is __________________________.”
http://americanwoodmark.com/
6/19/2015 | @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 | 7
8. True Confessions
• I’m a screw up survivor!
• I learned!
• I made amends for the
whole organization.
– Admit we caused a problem
– Thank the folks for their
patience with us while we
worked out a solution
– Give a concrete token of our
appreciation, and make it an
awesome stress-relief toy!
6/19/2015 8| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
https://viquidill.wordpress.com/2013/05/17/thank-you-note/
9. 9-1-1 Dispatch
• What’s the worst thing a phone system can
do?
– Call the cops
– Scare the callers
– Upset the dispatcher
• My job: check up on 368 phone users
– Acknowledge the problem
– Thank them for their patience
– Win back their trust
6/19/2015 9| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
10. 9-1-1 Dispatch
• What’s the worst thing a phone system can
do?
– Call the cops
– Scare the callers
– Upset the dispatcher
• My job: check up on 368 phone users
– Acknowledge the problem
– Thank them for their patience
– Win back their trust
6/19/2015 10| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
11. Who moved my cheese?
• Who moved my cheese?
– Give the stretchy mice and cheese to clients and
teammates when you've changed processes,
interfaces, or objectives over and over.
– Thank them for being like the second mouse who
didn't freak out when the cheese moved.
– Make it public!
http://www.officeplayground.com/Stretchy-Mice-and-Cheese-P279.aspx
6/19/2015 11| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
12. Who moved my cheese?
• Who moved my cheese?
– Give the stretchy mice and cheese to clients and
teammates when you've changed processes,
interfaces, or objectives over and over.
– Thank them for being like the second mouse who
didn't freak out when the cheese moved.
– Make it public!
http://www.officeplayground.com/Stretchy-Mice-and-Cheese-P279.aspx
6/19/2015 12| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
13. When pigs fly
• I dropped the ball on a project and a teammate
covered for me
• Flying pig
– Give the flying pig to clients and teammates who are
especially committed, even in times of conflict.
– Tell the Agile story about the pig and the chicken.
http://www.officeplayground.com/Slingshot-Flying-Pig-P1200.aspx
http://en.wikipedia.org/wiki/The_Chicken_and_the_Pig
6/19/2015 13| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
14. Roses are red
• Documentation gets in the way of
development
– When I found software bugs, nobody was happy
about it
– My test data was overwritten
• Rose above it
– Give the solar rose toy when a teammate has
persevered through a tough season.
http://www.officeplayground.com/Solar-Dancing-Flower-Rose-P2362.aspx
6/19/2015 14| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
15. Roses are red
• Rose above it
– Give the solar rose toy when a teammate has
persevered through a tough season.
– This works great when someone is willing to come
to work when they're sick with something non-
contagious like stress related migraines or
digestive trouble.
http://www.officeplayground.com/Solar-Dancing-Flower-Rose-P2362.aspx
6/19/2015 15| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
16. Metamorphosis
• I changed the plan
– Redo everything
– Same deadline
• Butterfly
– Give the butterfly solar toy
when a project starts out
ugly and then turns
beautiful after a dormant
season.
http://www.officeplayground.com/Solar-Power-Motion-
Toy-Dancing-Butterfly-P6066.aspx
6/19/2015 16| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
17. Slay the dragon
• I love my teammates
• Dragon
– Give the dragon squeeze
toy when someone helps
you work through a
particularly tough
situation, like slaying a
dragon.
http://www.officeplayground.com/Poppin-
Peepers-Dragon-P5741.aspx
6/19/2015 17| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
18. Slay the dragon
• Dragon
– Give the dragon squeeze toy
when someone helps you
work through a particularly
tough situation, like slaying
a dragon.
– Users who are willing to
participate in early usability
or beta tests will appreciate
the metaphor.
http://www.officeplayground.com/Poppin-
Peepers-Dragon-P5741.aspx
6/19/2015 18| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
19. I’m sorry. Here’s proof.
• People love a heartfelt apology
• People love toys
– By combining the two, Technical Communicators
will be able to rebuild relationships with
customers in a concrete, humorous way
6/19/2015 19| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
20. Connect with me
• Bio
http://wdcb.stcwdc.org/about-us/chapter-bios/dill-bio/
• Blog
https://viquidill.wordpress.com/
• Email
social_media@stcwdc.org
• @viqui_dill
https://twitter.com/viqui_dill
• Linked In
http://www.linkedin.com/pub/viqui-dill
• Facebook
https://www.facebook.com/viqui.dill
6/19/2015 20| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #TechComm #STC15 |
Hinweis der Redaktion
When technical things go wrong, they often go wrong in big, public ways. System users deserve an apology and a sincere gesture of thanks for risking a continued relationship.
Technical Communicators are often the face or the voice of a technical organization. When users are in trouble, they go to the online help. When we admit we had a bug and have to fix it, users find out about it in the release notes. Whether we need to say "I'm sorry it's confusing" or "I'm sorry it's broken", we need a Technical Communicator to carry the message. This presentation will discuss some of my personal experiences when technical things go wrong and several meaningful yet fun ways I found for saying "I'm sorry" and "thank you for your understanding".
I have survived a number of technically sticky situations and have learned a meaningful process of making amends with negatively impacted users.
Admit we caused a problem
Thank the folks for their patience with us while we worked out a solution
Give a concrete token of our appreciation, and make it an awesome stress-relief toy!
Here are a few examples of the toys I have given out:
Who moved my cheese? Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over. Thank them for being like the second mouse who didn't freak out when the cheese moved.
Here are a few examples of the toys I have given out:
Who moved my cheese? Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over. Thank them for being like the second mouse who didn't freak out when the cheese moved.
Flying pig: Give the flying pig to clients and teammates who are especially committed, even in times of conflict. Tell the Agile story about the pig and the chicken.
Rose above it: Give the solar rose toy when a teammate has persevered through a tough season. This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migranes or digestive trouble.
Rose above it: Give the solar rose toy when a teammate has persevered through a tough season. This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migranes or digestive trouble.
Butterfly: Give the butterfly solar toy when a project starts out ugly and then turns beautiful after a dormant season. The metamorphoses message will not be lost with this token of thanks.
Dragon: Give the dragon squeeze toy when someone helps you work through a particularly tough situation, like slaying a dragon. Users who are willing to participate in early usability or beta tests will appreciate the metaphor.
Dragon: Give the dragon squeeze toy when someone helps you work through a particularly tough situation, like slaying a dragon. Users who are willing to participate in early usability or beta tests will appreciate the metaphor.
People love a heartfelt apology and people love toys. By combining the two, Technical Communicators will be able to rebuild relationships with customers in a concrete, humorous way.
Viqui would love to connect with you. Email her at social_media@stcwdc.org, follow her on twitter @viqui_dill https://twitter.com/viqui_dill, connect with her on Linked In http://www.linkedin.com/pub/viqui-dill/15/79/7a5, or make her your friend on Facebook https://www.facebook.com/viqui.dill.