Programme

The call for speakers is now closed.

A printable version of an outline of the programme is now available - it is subject to change, so please re-visit the website regularly to check that any copy you have downloaded is still current.

Tuesday 21st September 2010

• Three separate three-hour workshops in the morning, three more in the afternoon: you can pick one from the morning and one from the afternoon. These will provide in-depth briefings or hands-on opportunities with leading tools, technologies and methods.
• Informal dinner followed by a networking drinks reception

* The Topic-based authoring workshop is a repeat of the workshop delivered last year, back by popular demand.

Wednesday 22nd September 2010

• David Black of Nokia will deliver his Keynote address soon after 9.00am.
• Two full streams of 40 minute+ presentations and workshops will follow
• There is a third stream focusing on e-learning..
• Pre-Gala Dinner drinks reception followed by the Gala Dinner in the evening
• Presentation of the Horace Hockley Award and the UK Technical Communication Awards

NOTE: The programme is provisional and subject to change.

Thursday 23rd September

• Two full streams of 40minute+ presentations and workshops will follow until about 4.00pm
• There is a third stream focusing on e-learning.

NOTE: The programme is provisional and subject to change.

Abstracts

Opening Keynote Presenatation (David Black)

With the great support of Indi Liepa and her Nokia IT team, David's group have been solving some nasty DITA challenges such as converting millions of lines of in-source C++ comments into DITA content. Automating the stitching together of content to avoid creating a 'Frankenstein' product is a work in progress, as is the management of contributions back into multiple, incompatible repositories. David has nobly agreed to provide an insight into how Nokia meets its huge and complex technical information challenge: that is, to meet the small and simple needs of each and every customer.

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Adobe Captivate: rapid tools, quality simulations and e-learning (Matt Wicks)

In this workshop, we will be exploring the power and reach of Adobe Captivate, looking at options for rapid e-learning and software simulations. We will also look at extending the reach of your simulations, documentation and e-learning to the mobile sphere, all at the touch of a button. You will see how to create interactive quizzes and how to track them into your LMS, how to integrate with animation tools and how to repurpose your existing assets.

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Authoring and learning in a safety critical industry (Gordon Dennis)

This paper describes a system developed to provide technical information directly to aircraft flight crew. By leveraging open standards including DITA, XSL-T and CSS, using a combination of commercial off the shelf software and proprietary software written by the authors company, single-sourced documentation is created both in printed from as demanded by the regulator, and in the very specialist presentation format required for the electronic Flight Bag (EFB) used by the flight crew while the aircraft is in flight. The paper presents a case study describing the round trip of information flow, in the context of the high standards demanded by aeronautical safety standards and quality approvals.

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Authoring for e-Learning (Simon Rae)

The Open University has been the UK leader in distance education since the 1970s and a leader in e-Learning since the 80s. It launched its first web-based courses in the late 90s.

Based on my experiences in the Centre for Professional Learning and Development and the Institute of Educational Technology at the Open University, I will look at various aspects of authoring – or writing – for e-Learning.

The transition to e-Learning is based on a new medium of delivery and interaction. This new medium offers both gains – the use of animations, sound, video and links to the internet – and losses.

And a new process of authoring for e-Learning has developed. In the OU this is built on teamwork, with many groups of people playing different roles involved. But the basic process of developing the e-Learning through the stages of Outlining, Planning, Writing, Storyboarding and Evaluating can be followed by anyone involved in authoring, even the lone-author.

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Captivate – more than just an e-learning tool (Greg Daffern)

Adobe Captivate is one of a number of tools that creates high quality eLearning materials. This session will look at how Captivate can produce web-based training modules quickly and easily, and will then go on to look at a range of other applications.

Software demonstrations, tests and interactive sessions are bread and butter applications of Captivate – but it can do so much more. Greg will show how his current company are working on the provision of maintenance information for hardware using interactive Flash files produced by Captivate.

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Chaos theory (reversed) - getting your act together (Chris Hadley)

So many sources (and types) of information, so many different audiences, so many demands on your team, an ever-changing corporate strategy... does any of this ring a bell? If so, how can you develop consistency, become more efficient, deliver what your customers want, look to the future, keep your team motivated, and avoid burnout? In the last few years, Micro Focus has introduced a Content Management System, moved to DITA, integrated several acquisitions, begun localization, rebuilt its Knowledge Base, and re-vamped its customer experience. This session looks at how we have done it; what’s worked, what’s not, and what’s still to come.

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Content strategy for everyone (David Farbey)

In the last couple of years the idea of Content Strategy for the Web has started to gain traction and achieve some prominence. People responsible for the text and images on web sites are fed up with being the last people to know what’s going on, and then being given very little time to create useful and effective content. They are fed up with having to compete against commoditised writing shops, often in developing countries, which claim to produce ‘SEO-enabled copy’ at less than rock bottom prices. The message that Content Strategists are trying to put across is that the web doesn’t have content – the web is content. In this presentation David Farbey will argue that the frustrations felt by web content strategists are also felt by technical communications and e-learning specialists, and in fact, by everyone who is interested in producing effective communications in a corporate environment. He examines how the answers that Content Strategists are adopting can be used to great effect by other writers and editors in an organisation, and how bringing content developers and content publishers together not only encourages re-use and cost savings, but can create better and more effective copy.

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Cultural awareness in technical communication (Glyn Turk)

In a global marketplace, where both customers and colleagues alike may originate from, and be located in, diverse geographic regions, being aware of cultural differences is key in ensuring effective communication. It can also help to avoid potentially embarrassing situations! I work for a global company with 4,500 employees worldwide, so this presentation will feature a number of real life examples of how cultural awareness (or a lack of it) can impact our daily business lives.

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Documentation as an emotional experience for the user (Ellis Pratt)

Many organisations are starting to look at creating a ‘customer experience strategy’. This is management-speak for generating customer advocacy, brand loyalty and an emotional attachment to a product or company. So do those writing technical documentation need to adapt to these changes?

In this presentation, we’ll look at how users have, over time, changed the way they use technology - how we’ve moved from an era of creating, to an era of connecting and onto one of belonging. We’ll ask, should technical documentation also help people do more than assist someone to complete a task? Can you write technical documentation that also provides users with a more emotional experience? If so, how should you do it?

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E-learning and localization – a review of trends and best practices (Daljit Hanspal and Rob Sexstone)

We will review how localization techniques have historically been applied to reduce cost and accelerate production of multilingual e-learning and present a summary of the trends we have seen over the past decade when localizing e-learning and CBT materials. We will then present and de-mystify some of the more recent standards and technologies that are commonly involved when localizing e-learning content, from the perspective of a production specialist. The intended target audience will be e-learning project managers and program managers, documentation managers and localization project managers.

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E-learning and Oxfam: From zeroes to heroes? (Eugenie King)

18 months ago, Oxfam GB had no synchronous e-learning. Now it's the organisational hot topic and is flourishing everywhere but how did we get here and what comes next? The challenges have been many and varied, both cultural and technical and whilst we've come a long way, there's still work to be done.

In this session we will look at Oxfam GB's e-learning journey, explore some of the triumphs and failures we've had and talk about common problems that transcend sector or subject matter. There will be a presentation from me but it would be great if we could share some of our thoughts and experiences at the end of the session.

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E-learning, tutorials and simulations (Mike Hamilton)

This workshop focuses on the technical aspects of creating e-learning, tutorials and simulations. Mike will share techniques and point out potential pitfalls when building software simulations, demos, and tutorials that could be used as standalone training, job aids, or linked as part of a larger documentation system (policy/procedure style). He will also cover setting up an affordable workstation for recording professional sounding audio and techniques for using the equipment.

This session will focus on techniques that can be applied to various tool choices and workflows. Mike has been creating multimedia training and learning content for two decades going back to the use of laser discs and video overlay MPEG expansion cards. This session will explore his hard learned best practices, and just as important, a wealth of “lessons learned” and mistakes to avoid.

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Everything you always wanted to know about psychology (and how it relates to technical communication) ... but were afraid to ask (Chris Atherton)

At TCUK09, I spoke about the use of visual aids in learning, and about some of the limitations of human information processing. Attendees asked a lots of really fascinating questions relating to human memory, information processing, etc, and I thought it might be nice to make this year’s session a more open one. To this end, I would like to invite everyone to submit the burning questions keeping them awake at night (Does it matter what typeface I use? How can I help users to follow complex instructions? Is it true that pull-down menus should only contain seven items?), and I promise to try and address as many of these as possible during my talk. You can submit your suggestions to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

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Getting ahead as a lone author (Kai Weber)

Life's difficult for lone writers. They are usually the only person in the company who creates and maintains documentation. They are tucked in with the marketing or development department. They often operate without a dedicated budget or specific managerial guidance.

In this presentation, Kai will draw on his experience to show lone writers how to make the most of this "benign neglect":

• How you can still develop your skills - and your career
• How you can raise your profile with management and colleagues
• How you can contribute to the corporate communication strategy
• How you can help your company to turn documentation from a cost centre into an asset

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Help! Fitting a square peg into a round hole (Colum McAndrew)

An in-depth analysis of the challenges and benefits of turning a large, disparate group of documents into a single, cohesive deliverable. Colum McAndrew will demonstrate how IDBS combined technology with focus in order to generate efficient content in a single deliverable which met the various needs of multiple end user groups. Colum will explain how IDBS:

• Provided content that made it easy to find relevant information regardless of user grouping or experience.
• Reused content to maximum capacity, maintaining consistency.
• Added simulations to explain complex workflows and add content for specific job functions.
• Used the same source to deliver different output formats.
• Managed the entire project development within a multi-author team.

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Information and Interpretation (David Potts)

From the North American National Parks came the idea of ‘heritage interpretation’ – not simply offering information, but working to engage visitors sympathetically with what they were seeing. This demands an awareness of the audience, of what they might or might not know or like, or understand, to leave them feeling satisfied with what they have learned. In short – ‘Provoke/Relate/Reveal’ (Freeman Tilden, 1957).

Over the past 50 years this approach has been applied increasingly to exhibitions, leaflets, guided walks, and especially to signs on-site at places of wildlife and historic interest around the world.

This presentation looks at examples to show how careful selection, organisation and presentation, and thoughtful and creative use of text and illustration, can help achieve these aims in a range of media.

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Interactive and Web 2.0 delivery mechanisms for technical documentation (Ankur Jain)

In today’s world of social media, rich internet applications, end-user generated content and Search, harnessing the power of Web 2.0 to build and deliver robust Help Systems is becoming more and more important. Ankur Jain, Product Manager for Adobe RoboHelp, will present on the importance of the technical writer engaging with the end users, soliciting and incorporating their feedback to ensure the delivery of the most useful and usable documentation. Ankur will look at how technology can enable this process, and discuss the potential of utilising different delivery mechanisms of documentation as presented by today and tomorrow's technology.

Ankur will also present some "passive" ways of collecting feedback that can be effectively used to optimize content using time tested and proven methods and technologies

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"Just put it online as training" – Project planning for eLearning success (Tina Hoffman)

"You write the help, just put it online as training"

Sounds familiar? In the current economic climate, more and more companies are using eLearning to train staff, customers and suppliers. And more often than not it is the technical communicator who is asked to not only chose the tool and write the content, but also develop the eLearning strategy. Learn from the trials and tribulations of a technical documentation team tasked with making the move from user assistance to training provision. Using examples from a real life project, this session explains how to get started in eLearning.

The session offers practical suggestions for creating your first eLearning project, taking you step by step through the process of developing effective and engaging learning content that is sustainable while securing ‘buy-in’ from sceptical customers and managers.

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Making, finding, and using e-learning content: SCORM packaging and search strategies for e-learning (Zoë Rose)

SCORM (Shareable Content Object Reference Model) is a set of standards for creating interoperable e-learning content packages. SCORM is very powerful, and is by far the most commonly used approach for packaging e-learning content. It is also very complex, and has proven to be problematic for many content creators and e-learning users. Understanding both the strengths and limitations of SCORM is fundamental for any organisation with an interest in e-learning. Creating content such as SCORM objects is only one aspect of successful e-learning deployment. Finding, using, and re-using content is just as important, and poses as many challenges.

This presentation will look at SCORM and its rivals, and examine some strategies for creating successful e-learning content discovery systems.

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Managing repurposed content in structured FrameMaker (Andy Lewis)

The limitations of FrameMaker’s native text inset functionality are well documented. Issues such as the manipulation of repurposed text, the tracking of content used in multiple locations, and even the position of a topic within a document hierarchy are especially relevant when working in Structured FrameMaker.

This presentation examines methods for managing repurposed content in Structured FrameMaker without implementing a Content Management System, and compares the solutions offered by three commercially available plugins: StructureSnippets and DITA-FMx from Leximation (www.leximation.com), and InsetPlus from West Street Consulting (www.weststreetconsulting.com).

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Open session: questions and rants

Is something (tech-comms-related) bothering you? Maybe there’s a question you’d like to ask your peers or you’d like to canvass opinion on an issue? Or perhaps you’ve had a bright idea you’d like to share…

This session is your chance to do all of those things, and get yourself 5 minutes of TCUK fame too.

The opportunity to sign up for a short slot will be open to all delegates, and you can fill your slot with whatever you’d like to get off your chest. Anything related to technical communication or e-learning, that is.

Details of how to sign up for a slot with be released nearer the time.

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The spork/platypus average: content strategy at Red Gate Software (Roger Hart)

The presentation will cover:

• What content strategy is and why it matters
• Why technical communicators are ideally placed to lead the content strategy charge
• What we've done at Red Gate, how we got buy-in, and the results.

Content strategy is this year's buzzword. 170 people from 18 countries came to the Content Strategy Forum in Paris. But what is it all about and what does it have to do with us? Well, it's based on doing what a lot of technical communicators have been doing for a long time: delivering content that's optimised for user and business goals, and making sure it stays that way. But now companies are starting to take notice. By presenting itself as a revenue centre, not a cost centre, and extending into an organisation's entire web presence, content strategy is a new opportunity for technical communicators to add significant value to a business. I'll talk you through how we did this for SQL Tools at Red Gate, how we design, measure, and curate content, our new collaborations with marketing, and give you some pointers for selling content strategy in your organization.

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Technical authoring and inclusion (Karen Mardahl)

Our mantra is "know your audience", but we do we unintentionally exclude that audience?

After a bit of accessibility evangelizing from a soapbox, I'll show you how to implement practical accessibility in your work the moment you get home from TCUK10:

• How to make accessible PDFs
• How to write good ALT text
• How to make videos accessible to deaf or hard-of-hearing
• How to write in plain language

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Terminology - who cares? (Jill Fifoot)

Managing terminology is a real and complex challenge for most organisations and technical communicators. Inconsistent terminology can have a negative impact on quality and incur additional costs at many levels - especially at the translation stage. Many organisations want to manage terminology but are unsure how and who should be doing it. This presentation will address the challenge and provide solutions and best practices for terminology management. Part of the session will draw on findings of a client survey, conducted by Lloyd International Translations (LIT) specifically for this TCUK 2010 presentation, to help share some real-life experiences on how companies are addressing terminology management - including what technology is currently available. LIT will also be publishing a white paper which supports this presentation.

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There's no stopping us now! What we can learn from the Toyota Production System (Graham Wignall)

This session looks at what we can learn from Lean Manufacturing and apply to documentation processes to improve overall efficiency and costs. As well as looking at potential areas for potential productivity gains, it introduces the language of Lean Manufacturing – helping documentation managers to align their projects with wider corporate startegies and to help secure executive management support and budget. Attendees to this session will come away with some new and innovative ideas about how to sell the vision and importance of global content management and processes to executive management by using the right language. They will understand what their global content is really costing them and how they can cut this down considerably with reuse and removal of wastage.

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Topic-based authoring - getting your feet wet (Greg Urban and Linda Urban)

Topic-based authoring is a technique for writing content as discrete, stand-alone pieces (“topics”) that can be combined and reused in different ways.

The topic-based approach has been getting a lot of attention recently because it is an integral part of DITA (the Darwin Information Typing Architecture) and other XML-based solutions. However, topic-based authoring has actually been around for quite some time, and does not require DITA or XML.

Using a topic-based approach can improve consistency and usability of information, and can make it easier to reuse topics in different contexts. It can also simplify maintenance, speed up the review process, and facilitate shared authoring.

This two-part, hands-on workshop provides an overview of topic-based writing concepts and principles, and then lets you try your hand at using a topic-based approach. We will define key concepts (such as topic, information type, and element), look at examples of different types of topics, and discuss pros and cons of a topic-based writing approach.

You will get a chance to work with actual content, as you

• Identify and define information types
• Chunk linear information into topics
• Assess what kinds of changes are required to make individual topics work effectively for users
• Consider how to connect and cluster topics, to provide a cohesive collection of information for users, even when content is complex

Along the way, we will touch on related questions such as:

• How long should a topic be?
• What’s the difference between topic-based writing and structured writing?
• Do you need to use DITA to benefit from topic-based authoring? Do you need a content management system?
• Just how hard is the shift to a topic-based approach?

Part 1: Topic-based authoring overview, and identifying and defining information types.

Part 2: Moving from linear content to modular topics.

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Using graphical illustrations in software documentation (Martin Block)

Software documentation can sometimes be very dry. If readers are lucky, they may see some screenshots of dialog boxes and wizard screens, added almost out of a sense of duty, and looking bare and sad with their constituent fields unfilled. This was certainly true of my own documentation of old, prompting some constructive criticism from my employer who wanted to see more use of graphics. It was sound advice. This talk aims to encourage you towards a more adventurous use of graphical illustrations, so enabling you to breathe more life into your software documentation and to convey concepts and instructions more clearly.

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Using web analytics to improve technical documentation (Rachel Potts)

Limited access to users can often mean that it's difficult to know whether we've got the documentation right. Once content is published onto a web platform, though, web analytics is a tool that has huge potential for understanding where your content is achieving its aims and where it needs improvement.

Using real web analytics data as an example, this session will introduce the key concepts in web analytics. We'll then look at developing a web analytics strategy and deciding what to look for in the data: what indicates "good" or "bad" in your documentation?

This will be an interactive session, with plenty of time put aside for questions and discussion. It is not necessary to prepare anything for this session, but if you do have access to analytics data for your own documentation, you will get the opportunity to make use of it during the workshop. Bring your own laptop if you'd like to do this.

Note: Although we will be using Google Analytics to look at sample data, this is NOT a workshop in using Google Analytics; instead the focus will be on analytics strategies, making use of sample data to illustrate.

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Wabi-sabi: co-creation and technical communications (Simon Bostock)

How can the art of leaving something unfinished, unpolished - messy even - help people master technical information?

eLearners can end up feeling like rats in boxes pulling levers for food. Shamelessly stealing from Knowledge Management, Humantics, dungeon mastery, artificial language learning and Japanese cartographers, this session will focus on a framework for T-shaped Instructional Design and a more humane approach to content creation.

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When the fat lady really does sing (Audrey Philbrooks and Sherryl Abrahart)

We've had the training - we have the resources - we have the attention of senior management. It's all so exciting: a key project, front end resources, tight deadlines, big thinking.

But what happens when we go live - when it’s business as usual as we train staff and keep things up to date? What happens when the enhancing, the recreating and the testing stops?

What happened when an award-winning intranet had to be retired? How do you plan and implement a closing? Audrey Philbrooks, former group intranet manager, and Sherryl Abrahart, technical author, ask whether good endings are as important as good beginnings.

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Which social media tool is right for you? (Gordon McLean)

There has been a lot of talk about Social Media and how you could use it to your benefit, but the sheer number of tools and methods at your disposal can make it confusing, where do you start?

In this presentation, Gordon McLean will look at a some of the different models of interaction that social media caters for, help you understand which model is best for you and which of the available tools are best suited to the needs of your team and organisation.

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Who are you communicating with? (J Haynes)

Whatever the subject all Haynes Manuals are ‘hands on’ and are based on the founding principle on which the first manual was created: we do the work, we take the photographs, we create the notes and we tell the truth about how hard or easy a task is. It is the clarity and honesty of this simple methodology, created to help anyone interested in undertaking a practical challenge, that has made Haynes an iconic brand trusted by millions. In addition to its famous car and motorcycle manuals the company has recently diversified and now provides information on a myriad of subjects including musical instruments, computers, fighter aircraft and for children there is a Thomas the Tank manual. What few people know is that in addition to its consumer focused manuals Haynes has recently entered the ‘professional’ market via its acquisition of Vivid which provides digital information to professional mechanics across Europe.

J Haynes will discuss how the idea of Haynes Manuals came about, some of the reasons for their success, the lessons Haynes has learnt from less successful market forays and the differences between Haynes Manuals and the entirely digital Vivid offering and how theses different delivery platforms may lead to further opportunities.

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Why constraints will save DITA's life - and make your authors happier (Jang Graat)

DITA is based on minimalism, but XML grows by nature. To keep individual documentation solutions simple and controllable without departing from the standard, the constraint mechanism in the upcoming DITA 1.2 standard is of vital importance. This presentation explains why DITA will keep evolving and how constraints will keep the growing number of elements in DITA controllable, without requiring software gurus to sit alongside your technical authors.

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Why writing a bid document demands a slightly different set of writing skills (Alison Reeves)

More and more organisations are expected to submit a bid document to win new business. It is no longer a requirement of larger organisations, but many small businesses are also now being asked to submit bids for both private and public sector work. The dilemma is who can write it for them and do they have the expertise in-house? Many smaller businesses know how to run their business, and in most cases how to give good service and value for money, but they lack the ability to express this in writing.

In this presentation we will look at what a reader really needs from a bid document and how that has changed over the last few years. Then, as most of us come from a technical writing background, we will look at how we can address this need and adjust and develop a new set of writing skills to meet this growing need.

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Working Author-it into your development life cycle (David Jones and Rose Hilder)

Author-it is a powerful publishing tool that centralises and streamlines the process of creating, managing and publishing all business content, be it for user assistance, policy and procedures, employment handbooks, newsletters, sales brochures, regulatory documents, etc., etc.

All Author-it content is created and managed as separate components that can be (re-)assembled into documents and published into any number of print, help and web formats.

In this workshop we will show you how to:

• create a document in Author-it by re-using existing content and creating new content, then publishing it to several output formats – pdf, WebHelp and web pages. This is ideal for new users to get an understanding of the program.
• effectively manage your content for the demands of a fast-moving development life cycle, and how you can rapidly and efficiently publish that content.

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Write more, write less: embracing the value of crafted words and images (Joe Welinske)

While the word "content" is a good shorthand for words, audio, and images, it unfortunately can move us farther away from the core competency of developing good information. The theme of this presentation is that documentation teams are often spending too little time writing well; and at the same time spending too much time writing little-used information. Research and professional observation suggest that not enough time is being put into crafting text to be exactly the right text for a particular context. And writing resources for doing "agile" user assistance would be more readily available if writers would prioritize topic writing based on user need. "Writing More" while "Writing Less" can result in better utility for users and can reduce the need and load on the overall documentation development process and content management. Technical Communicators of all backgrounds will benefit from this thought-provoking presentation.

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The Yellow Brick Road to effective content strategy (Julian Murfitt)

Conferences form an important basis for networking and learning to further our personal or company goals. So from a technical communication point of view how well do your goals fit with your company goals? Is there a common theme between the strategy of the business and your technical communication strategy? How do you develop a content strategy in your business and what methods can we use to help plan and implement the resulting strategic vision. By drawing on experience of working with many companies over several years, Julian will share his ideas and experiences to help you plan and implement a content strategy. This is not a review of specific technology or functional elements of what to do with your content but rather a key note on the business case and how to gain management buy-in to achieve your information vision and goals with some of the barriers you will find along the road.

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