In this Book
- Wicked, Incomplete, and Uncertain: User Support in the Wild and the Role of Technical Communication
- Book
- 2018
- Published by: Utah State University Press
summary
Technology users are compulsive integrators, hybridizers, and bricoleurs, whose unpredictable applications and innovations create a challenging task for support-documentation writers. In Wicked, Incomplete, and Uncertain, Jason Swarts shows how to document technologies that may hybridize into forms that not even their designers would have anticipated and offers insight into the evolving role of a technical writer in an age of increasing user reliance on YouTube tutorials, message boards, and other resources for guidance.
Technical writers traditionally create large volumes of idealized tasks and procedures in help documentation, but this is no longer the only approach, or even the best approach. Shifting responsibility for user support to users via crowdsourcing is a risky alternative. Just as with other mass-collaborative enterprises, contributors to a forum may not be aware of the kind of knowledge they are creating or how their contributions connect with those made by others. Wicked, Incomplete, and Uncertain describes the kinds of writing and help practices in which user forums engage, why users seem to find these forums credible and appealing, and what companies can learn about building user communities to support this form of assistance.
Through investigation of user-forum activities, Swarts identifies a new set of contributions that technical communicators can makeānot only by creating content but also by curating content, shaping conversations, feeding information back into the user community, and opening channels of discovery and knowledge creation that can speak to users and software developers alike
Technical writers traditionally create large volumes of idealized tasks and procedures in help documentation, but this is no longer the only approach, or even the best approach. Shifting responsibility for user support to users via crowdsourcing is a risky alternative. Just as with other mass-collaborative enterprises, contributors to a forum may not be aware of the kind of knowledge they are creating or how their contributions connect with those made by others. Wicked, Incomplete, and Uncertain describes the kinds of writing and help practices in which user forums engage, why users seem to find these forums credible and appealing, and what companies can learn about building user communities to support this form of assistance.
Through investigation of user-forum activities, Swarts identifies a new set of contributions that technical communicators can makeānot only by creating content but also by curating content, shaping conversations, feeding information back into the user community, and opening channels of discovery and knowledge creation that can speak to users and software developers alike
Table of Contents
Download Full Book
- Title Page, Copyright Page
- pp. i-iv
- 6. The Role of Technical Communication
- pp. 132-152
- References
- pp. 153-158
- About the Author
- pp. 159-160
Additional Information
ISBN
9781607327622
Related ISBN(s)
9781607327615
MARC Record
OCLC
1045069210
Pages
169
Launched on MUSE
2018-08-23
Language
English
Open Access
No
Copyright
2018