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3/11/10

How to write interesting headings for documentation

Ok, I'm going out on a limb with this suggestion. However, I've seen a lot of scary statistics lately about how infrequently consumers read documentation. So please suspend your judgement while I think this through; there may be some benefit if you would like your users to actually read your technical content.

My theory? Our boring headings might be the problem.

No, I'm serious. "Overview of batch printing" isn't very interesting. And, like it or not, your customers probably have a way shorter attention span than you do, considering that you're a professional writer who probably reads James Joyce for fun.

Perhaps our headings should focus a bit more on user benefits?

For example, "Overview of batch printing - Save time and improve document organization" is a bit more engaging, especially if your customer is struggling with those issues.

Also, the introductory paragraphs could include some persuasive text that explains how the reader will benefit directly from implementing the procedure. You'd want to tread carefully, but speaking directly to your customers goals is a great way to keep them reading the boring technical details.

Remember, your customers are using your product to meet certain needs. If you can explain how your documentation helps them address those needs, chances are you'll hold their attention longer.

This is Marketing 101. And while you may not be selling miracle cures, you definitely need to sell readers on the value of your content. No matter how accurate your content is, it will be useless if nobody reads it.

3/10/10

Technical writing tips via Twitter

As you can see, I've added Twitter to the HelpScribe blog. I'll use this feature to share short technical writing tips with those who follow my feed. So far, I really like the format.

Also, I am impressed with how friendly everyone is in the Twitter community. It seems much more personal than connecting via blog comments, possibly because it is more immediate and allows direct messages that aren't visible to everyone in addition to public tweets.

Looking at the types of tips I'm sending via my feed, I can't help but wonder why more corporations don't use Twitter as a means of delivering technical tips to the people who use their products. Doing so would help new users gain traction and develop expertise with the products, and that usually translates into devoted customers who renew their licenses or buy more products in the future.

In short, I see Twitter as having incredible potential for sharing technical information.

As for my feeds, I'll try to keep them relevant and useful. If you'd like to get technical writing tips via Twitter, Follow Me.