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Conversation and Community, 2nd Edition

Book Description

A clear-eyed survey of the social media landscape and how to use social media in documentation.

Table of Contents

  1. eBook Introduction
  2. Foreword – First Edition
  3. Preface
    1. What’s new in this edition
    2. What’s in this book
    3. Related information
    4. About Anne Gentle
    5. Acknowledgments
  4. Towards the Future of Documentation
    1. How people communicate about technical topics today
      1. Using questions and answers
      2. Meeting shifting expectations
      3. Using search
    2. The changing roles of writers
    3. Defining conversation
      1. Asynchronous conversations
      2. Levels of conversation
    4. Agile development
    5. Why move content to the social web?
    6. Social media, social networking, and now the social web
  5. Defining a Writer’s Role with the Social Web
    1. Challenges and opportunities
      1. Taking stock of current communities and conversations
      2. Instigator or enabler of conversation
    2. Building a strategy
      1. Listening phase
      2. Participation phase
      3. Content sharing phase
      4. Platform or stage phase
      5. Putting it all together
    3. The documentation environment
      1. Using surveys to analyze audiences
      2. Determining if your customers want a conversation
      3. Determining your role
      4. Corporate policies for social sites
      5. Analyzing user expectations
      6. Defining business objectives
      7. Agile development
      8. Identifying key team members
      9. Piloting internal solutions first
  6. Community and Documentation
    1. What is a community?
      1. What’s not a community?
    2. Motivations for writers and online communities
      1. New roles for writers
      2. <span xmlns="http://www.w3.org/1999/xhtml" xmlns:epub="http://www.idpf.org/2007/ops" class="quote">&#8220;<span class="quote">Free as in freedom</span>&#8221;</span> documentation documentation
      3. Joining a community
      4. Growing a community
    3. Real-world events
      1. Unconferences, barcamps, and meetups
    4. Book sprints
      1. Book sprint planning
        1. Scope
        2. Target audience
        3. Invitations
        4. Draw up the outline
        5. Reuse existing content
      2. Book sprint logistics
        1. Transportation
        2. Location and other venues
        3. Accommodations
        4. Food
        5. Fun
      3. Book sprint budget
        1. Why hold a face-to-face meeting?
        2. Remote contributions to a book sprint
          1. Online chat widget
        3. IRC (Internet Relay Chat)
        4. Notifications
      4. Book sprints outside free software
  7. Commenting and Connecting with Users
    1. Monitoring conversations
      1. Reading and commenting on blogs
    2. Starting and maintaining a blog
      1. Choosing a blogging platform
      2. Frequency of posts
      3. Continuity of posts
      4. Blog examples
    3. Customer blog infrastructure
    4. Integrating user content into user assistance
      1. Reaching out to bloggers
      2. Introducing comment and feedback systems in user assistance
        1. Selecting and implementing a commenting system
        2. Processing comments
    5. Moderating or participating in online forums
    6. Instant messaging and responses
    7. Writing reviews
    8. Integrating social tagging
    9. Sharing photos and videos for explanation or assistance
  8. Wikis as Documentation Systems
    1. Wikis for projects
      1. Why wiki?
      2. Comparing wikis to help systems
    2. Starting or reinvigorating a wiki
      1. Conduct an audience analysis
      2. Build a wiki style guide
      3. Offer wiki how-to guides and training
      4. Set rules for arbitration
      5. Differentiate <span xmlns="http://www.w3.org/1999/xhtml" xmlns:epub="http://www.idpf.org/2007/ops" class="quote">&#8220;<span class="quote">warranted</span>&#8221;</span> content content
      6. Integrate the wiki with other content
      7. Ensure that your wiki has original content
      8. Beware of spammers, and back up often
      9. Keep content up to date
      10. Become a member of the community
      11. Maintain categories
      12. Watch recent changes
      13. Expect small percentages of contributors and value them highly
        1. Wikipedia contributors
        2. MSDN community content contributors
      14. Recruit other internal reviewers
      15. Do not expect a wiki to fix other problems
      16. Do not build a wiki if customers do not want one
    3. Inheriting a large wiki
    4. Working in a wiki
      1. Wiki writing versus planned writing
        1. Example: Open MRS
      2. Wikis and developer documentation
      3. Wiki editing
      4. Selecting wiki software
    5. Managing wiki source content
    6. Single-sourcing and repurposing
    7. Understanding wiki patterns and wiki structures
    8. Alternatives when a wiki is not the right match
      1. Online help possibilities
    9. Talking with writers of wikis
    10. Wiki examples
      1. Adobe Labs
      2. Apache
      3. Microsoft Developer Network (MSDN)
      4. OpenDS on java.net
      5. Cisco DocWiki
    11. Wiki wrap up
  9. Finding Your Voice
    1. Style guidelines
      1. Open and honest
      2. Personal and professional
      3. Telling a story
      4. Snappy titles
    2. Publishing strategies
      1. Timing
      2. Search engine optimization
      3. Submitting to social bookmarking sites
      4. Finding your audio voice
      5. Link to your work
    3. Idea generation
      1. Listen to the conversation
      2. Join the conversation
      3. Provide a platform for conversation
    4. Living and working with conversation and community
  10. Content Strategy for Community Documentation
    1. Listen and monitor first
    2. Find the business goals
    3. Community and content audits
    4. Case Study: Community Content Strategy at Autodesk
  11. Analyzing and Measuring Web Techniques
    1. Managing community methods
      1. Convincing your manager
      2. Allocating time
    2. Measuring effectiveness
    3. Fitting into the community
    4. Encouraging grassroots efforts
      1. Recruiting others
      2. IBM community strategy
    5. Measuring documentation as conversation
      1. What are the business goals?
      2. What to configure
      3. Where analytics fall flat
  12. Open Source Documentation
    1. Open source, how does it work?
    2. Open documentation community strategies
      1. FLOSS Manuals
      2. OpenStack at Rackspace
      3. Gnome Foundation
      4. Red Hat
    3. Open source starting points
    4. Licensing considerations
    5. Not about tools
    6. Community content strategist
  13. Concepts and Tools of the Social Web
    1. New media content categories
    2. Social web techniques
      1. Tagging
        1. Tagging examples
      2. Shared content
        1. Shared content examples
      3. Syndicated content
        1. Syndication and RSS
        2. Syndication examples
      4. Community
        1. Wiki examples
      5. Presence and location
        1. Presence example
      6. Microblogging and post-style messaging
        1. Microblogging example
      7. Profile
        1. Profile examples
      8. Discussions
        1. Instant messages
        2. Online forums and mailing lists
      9. Online meetings
      10. Mashups
        1. Mashup example
      11. Photos, video, media
        1. Media example
      12. Virtual content
        1. Virtual world examples
    3. Learning about social media
      1. Evaluating newcomers to the scene
      2. User- and community-generated content
  14. Easter Seals Internet Public Discourse Policy
  15. A Case Study from Smart Content in the Enterprise
    1. Managing Content for Continuous Learning at Autodesk: When DITA Flows into a Social Web Platform
      1. Designing for Successive Generations
        1. After a Pioneering Application
        2. Supporting the Long Tail
        3. Changing Expectations
      2. Beyond Conventional Publishing
        1. A Well-defined Content Infrastructure
        2. Focusing on the Customer Experience
        3. Adopting a Social Web Platform
      3. Business Benefits of a Social Web Presence
        1. Wiki Delivery for Any Type of Content
        2. Managing the Content Flow and Metadata
        3. Two Perspectives on Continuous Learning
        4. From Content Developers to Content Curators
      4. Smart Content Insights
  16. Glossary
  17. Bibliography
  18. Index
  19. Copyright and Legal Notices