ANDRIAMANANTSOA Ornella, BENZAAMA Loubna, LEONARD Lucie, RESPLENDINO Emmanuelle
Université Paris Diderot – Paris 7, July 2018
Digitalization and technological innovations are exerting considerable impact today on technical documentation. In addition, we are seeing more and more collaboration between technical writers and software developers, which naturally is leading to a synchronous code and documentation production evolution.
The research offered herein is based on literature, key articles, survey reports, interviews with documentation and product managers from medium to large French software companies, and analysis of various documentation production process. The results highlight the importance given to documentation and its scope towards users.
To meet the needs of the industry, historical formats such as wikis and PDFs are changing to web-based and embedded formats, which are more accessible, visual, and user-centric. This change not only affects outputs, but also production processes through the merging the product code and documentation delivery. Nonetheless, such innovation is costly and bears limits. Are such technological exploits as smart assistants and virtual reality going to perform well enough to meet users’ demands and needs in terms of documentation?
Laure Bach-Barast – Laetitia Bossu – Justine Gaucherand- Sarah Lasaracina
Paris Diderot University, 2017, July 31
Most people do not read user guides on their own initiative. When they do, it is often because they have no choice, or when they encounter a problem and need a solution. According to the general public composed of a representative sample of 105 people surveyed for our research purpose, guides are deemed plain, unattractive and people usually feel compelled to read them. Indeed, reading user manuals require a certain effort that people are not always ready or willing to make. Hence, they already have a somewhat biased view of the guide even before opening it. Thus, it might be interesting to wonder if a compelling documentation can improve user experience. User Experience implies not only the use of the product, but also the quality of documentation, if it answers questions and solves potential problems in the best, quickest, and most fluent way. User Experience is a cause-and-effect relationship between documentation and the product: the better the information, the better the use will be. However, is it possible to make documentation more compelling in the first place? How can technical writers alleviate the global reluctance to user guides? This paper provides possible solutions in order to make user manuals more compelling to users.
Saran Kante, Clémence Bolinga, Dina Radaoarisoa
Companies put customers’ needs at the center of their strategy to build a relation of trust and increase customer’s loyalty to their products. In their effort, companies become more and more prone to offer customers a linear experience from the moment they are attracted by the perspective of buying a product or service (marketing) up to after their buying act when they start using the product or service (technical communication). The quality of both marketing and technical content is crucial.
We wanted to have an insight of what experts of technical communication and marketing think of a possibility for these two services to collaborate. In order to get this information
we interviewed professionals from these two fields, we attended conferences and seminars on the subject of combining technical content with marketing content to unify customer experience.
Companies undertaking such a change should thoroughly study the transition process, the product and the profit.
One of the challenges a company would face is how to make two services that are used to working separately pool their skills to achieve a common goal which is to provide their users a high quality service. The credibility customers grant to a company depends on it.
Because the two services use their own terminology to achieve their respective goals, they would need to reach an agreement on the terms they are both going to use to produce their content.
Sarah Consentino, Paul Desreux, Alexandre Dias Da Silva, Vincent Perrot
Paris Diderot University, July 2016
The digital revolution has changed consumer behavior in the software industry, and digital organizations must keep up with all those changes to stay competitive. As a result, understanding customers’ needs has become part of technical communication. By compiling recent data and studies, this article aims at answering the following question: to what extent have technologies impacted the way that technical communicators assist users to offer them the best experience possible? We first analyzed how companies are starting to place more emphasis on customer experience through digital channels, and to what extent those changes have impacted the way technical communicators present the information and talk to customers. Then, we investigated and found out why technical communication is now perceived as a measurable added business value for companies.