beyond bleedingedge stc_summit2011_final
TRANSCRIPT
The Technical Writer’s Influence on Social Media Strategy
Fer O’NeilBeyond the Bleeding Edge
STC Summit 2011
ESET KnowledgebaseCommunity Development
Social Media Initiative
The Technical Writer's Influence on Social Media Strategy
Why is the Technical Writing department working on a social
media initiative?
Additional support channel
Opportunity to deflect support
cases.
Opportunity to update users with the latest support
trends/news.
Opportunity for users to ask product
questions and receive answers quickly.
Ability to interact with users.
Create more exposure for the
Knowledgebase as the primary support
channel.
Will help improve the content for other support channels.
The Technical Writer's Influence on Social Media Strategy
Who are the social media specialists?
Communicate information
The Technical Writer's Influence on Social Media Strategy
Communicate technical information
wordle.net
The Technical Writer's Influence on Social Media Strategy
Additional support channel
The Technical Writer's Influence on Social Media Strategy
What is the Technical Writer’s role?
Develop
Link tracking/metrics
Administrate/Liaison
The Technical Writer's Influence on Social Media Strategy
Can a Support initiative produce ROI?
The Technical Writer's Influence on Social Media Strategy
Beyond the Bleeding Edge, STC Summit 2011
Fer O’[email protected]
slideshare.net/feroneil
Fer O’Neil,“The Technical Writer’s Influence on Social Media Strategy”.Techniques, Spring 2011, page 8.http://english2.mnsu.edu/stc/newsletter.html