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How I learned to write forward facing user documentation and coach our support peeps

A lightning talk at #WritetheDocs
by

Prezi David Hooker

on 5 December 2018

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Transcript of How I learned to write forward facing user documentation and coach our support peeps

The Manual
Tools of the trade
Words
Comments
Tags
Content
Delete
Delete a Prezi
Delete Prezi
To delete prezi . . .
What? You're going to eliminate Prezi altogether? How?
You can delete a prezi by . . .
Wrong string!
If you want delete prezi . . .
Nice grammar
For information on how to
delete Prezi
Desktop . . .
I
subscribe
unsubscribe
remove
cancel
how
do
"Bang Bang"
User: 28531163
16th January, 2013
"Now tell me how to create a non-sequential path"
User: 27905443
1st January, 2013
User: 22441718
I use a Mac so I cannot "right-click" and get into the "add sound" menu.
"This is falsely reassuring, a bit like how politicians use to talk to the voters. I wonder if that is the right way to promote a revolutionary tool such as prezi. Promoting PPT imports only fosters the "powerpoint thinking" instead of encouraging the paradigm shift that prezi makes possible."
User: 21583957
In response to the "Importing PowerPoint" article.
This article did not tell me how to delete unwanted predetermined text boxes.
User: 13002973
Assigning a key for each type of frame would be ideal, rather than having to hit F four times to get the invisible frame.
User: 4865314
I'm about to go find your "Images" FAQ and figure out what formats you support for images, but I'd really like to be able to see this on this page.
User: 28568209
Hey
Hi there...
Best,

Macros
Links - separated from text
Instructions - broken into lines
Assumptions
References
Precision
Post-digital <^> :) :( :D ;)
Abbrev.
CLARITY
70%
60%
30%
ESP. Extra Sensory Perception? / Especially?
New Features
Process
Developer Docs
Article release
PM Interview
Picture / Prezi / Video
How and why we have this feature
Why it is good for the user
Link to dedicated manual page with clear instructions
"I'm Batman"
I'm Batman, I'm Batman wrote:
"I'm assigning you to Level 2 support"
Level 2?
What's level 2? What level was I on?
Was I on level 1? Have I
advanced
to level 2?
Was I on level 1 (the top/premier level) and now I've been put back to level 2?
WAS
I
ON
LEVEL 3???
WTF? Put me back to level 1!
"A cat is a cat"
"When you were hired, I thought the company was wasting money. After this talk I am glad you are here. You do a reasonably important job. More importantly, it is something I don't want to do."
Bad
Best what?
Translates really badly
There? But I'm here. Where is there?
Full transcript