STC-Phila. Metro Chapter

Society for Technical Communication

Leveraging Data to Shape Help Content – Join Us in Abington on June 20th!

by

Thanks to those who joined us at Abington Library on June 20th to discuss how tech writers leverage data to deliver exceptional customer experiences:

  • Customer Support Inquiries
  • User Searches
  • Heat Mapping Tools
  • Online Help Center Usage
  • User recordings (for Web-Based software)

Also, we had a quick recap of key discussions from this year’s STC Summit, held in Minnesota, MN.

 

Virtual Meeting: Basics of Microlearnings – April 24th

by

Thank to those who joined this overview of how microlearnings (short instructional videos) can be used within online help systems. We talked about leveraging existing documentation to build a storyboard, and looked at some tips when building the video in Camtasia.

If you want to view the recording, please send an e-mail to president@stcpmc.org.

UX Books We Love…Thanks for Joining Us on March 20th!

by

UX Books for Tech Writers  –  a LIVE STC-PMC Event!

Thanks for all of you who attended this event at Abington Library, Abington, PA.

The room was full of tech writers who are ALSO UX writers. We delved into lessons from three books: Strategic Writing for UX, Writing is Designing, and Life and Death Design:

“Being aware of the potential moments of crisis or stress is critical to designing a supportive experience.”
Life and Death Design

“Employ mitigation strategies appropriate to the type of error experienced – to protect users in those moments.”
Life and Death Design

“Start with imperative verb OR Start with your purpose OR Start with context.”
Strategic Writing for UX

Let’s Get Visual – Using Screenshots in Documentation

by

Let’s Get Visual – STC-PMC Virtual Discussion on 2/28

Thanks to all who joined this discussion about screenshots, diagrams, charts in documentation. Here’s just a few insights:

– Visuals can be used to explain complex processes, validation issues, and unusual features.
– Too many screenshots can distract users from reading the text;
– Placing a visual above the text might just give users enough to get started;

Interested in watching the recording? 

Please send an e-mail to stcpmc.president@gmail.com.

STC-PMC Webinar Recording: How to Use Technical Content to Improve the Customer Experience

by

Thanks to all who registered and attended this STC-PMC webinar on September 27th. Dr. Guiseppe Getto shared his insights on how tech writers can leverage existing technical content to improve their company’s marketing and customer engagement efforts. An organization’s technical content can tell customers:

  • During information gathering: the nitty-gritty specifications of your products and services so they know exactly what they’re getting
  • During buying decisions: what differentiates your products and services from those of competitors
  • During purchase: how you will take care of them as a customer—customer support is one of the #1 reasons people make a purchase, even over price
  • After purchase: the types of decisions they need to make after purchase, such as how to get support packages, how to submit a support ticket, and how to get troubleshooting assistance.

Dr. Getto is a renowned professor at Mercer University and consultant. Learn more about Dr. Getto. 

If you would like to view the webinar recording, send an e-mail to president@stc.org.

© 2008-2020 STC-PMC

Contact the webmaster

webmaster@stcpmc.org