By Lance Gelein

1
Dont Forgetthe Humans

• By Lance Gelein

2
Agenda

• About humans and computers
• Why worry about the humans
• How to get the humans involved
• What kind of products work
• Who develops these products
• About technical communication
• Review and questions

3
About humans and computers

• Interfaces between the product can help or hinder
  humans
• Lack of human involvement during development
  process brings surprises
• Levels of technical aptitude varies widely
• Fear of new processes/ computers/unknowns

4
Why worry about the humans

• If humans cant use the product, what use is it
• Frustrated humans make bad customers
• Long learning curves cost money
• Support costs can take the profit out of your
  product
• Angry humans arent future customers

5
One way communication
6
(No Transcript)
7
Two way communication
8
(No Transcript)
9
How to get humans involved

• Ask questions
• Present options and possibilities
• Develop a process for human involvement
• Be open to different ideas
• Repeat what you think you heard
• Develop a list of deliverables
• Stay in touch with updates
• Listen. Listen. Listen

10
Tale of two projects

• Project A - Large UNIX development with no
  contact with humans
• thrown over the wall
• Pulled back after one week
• Project B - Lotus Notes application rollout with
  human involvement
• Received well even though it changed the way they
  worked
• Very low number of help calls

11
What kind of products work

• Easy to use online help systems
• Quick and easy computer-based training
• Quick reference guides
• Web sites
• Small and visually appealing guides
• User-based materials

12
Who develops these products

• The technical communicator
• An information intermediary biased towards the
  needs of the end-user.

13
About technical communication

• The use of message design, rules of language,
  and communication principles to recast
  information created by one source so it is usable
  by another audience.
• The information is technical in nature and the
  intended audience is less technically oriented.

14
What are the products

• Online help
• WEB services
• Booklets
• Manuals
• Brochures
• Training materials
• Guides
• Video

• Quick reference guides
• Computer-based training
• System design manuals
• Presentation materials
• User interfaces

15
Review

• Get the humans involved early
• Make sure the humans can and will use the product
  
• Use good communication skills
• Develop good tools to assist the humans
• Contact the experts when starting a project

16
Questions