Integrating Web 2.0 and user assistance
Just as the availability of online help and printed technical manuals required a new approach to technical communication, the rise of Web 2.0 technology means that technical communicators need to assess content development strategies. We recommend the following for products whose use does not have life-or-death consequences:
- Corporate technical content should provide comprehensive coverage of basic concepts with a particular focus on supplying conceptual information.
- The product web site should provide a platform for customer-generated content with user forums, wikis, and the like. The platform should include rating mechanisms (article ratings, voting, badges) to help readers evaluate the credibility of contributors.
- Top contributors should be recognized, both online (badges) and with token gifts (shirts, key chains, and other swag).
- The product web site should include a blogging platform for corporate bloggers.
- The product web site should provide links across the various content types to help readers locate related information.
- The product web site should provide integrated search across the various content types.
For professional authors, it’s tempting to ignore user-generated content and hope that it’s a fleeting fad. This is, however, highly unlikely. Motivated users will always find a way to get their message out, and Web 2.0 technology makes it easy.