bookmark_borderMoments of beauty

A few days I ago I mentioned finding the beauty in things and I had a perfect example this morning as I drove to work. A glorious view unfurled beneath me as I drove down the hill. As usual my camera was tucked away in my bag. Mind you I was on the motorway so couldn’t really stop..

The sun was up, white-yellow through clouds, wafting salmon pink mist across the city like a blanket. Sprawling chimneys and gangling tower blocks dangled through the cloud. Layers of light broke away towards the hills on the horizon, shading each rise and fall, buildings picked out in silhouette, windows flashing sunlight.

15 seconds later the road dipped and it was gone. A small moment but it took my breath away.

bookmark_borderGetting to EXPERT

The gaps in your documentation aren’t there because you haven’t consider a particular level of user; the gaps in your documentation are there because you haven’t considered how one level of user becomes another. How DO you get from Beginner to Expert?

The question above was prompted by a presentation I attend last week, given by Paul Sherman on behalf of the Scottish Usability Professionals’ Association, entitled: THE PERPETUAL SUPER-NOVICE.

The basic premise is:

the tendency of people to stop learning about a digital product-whether it’s an operating system, desktop application, Web site, or hardware device.

A simple example: Someone who has learned that you can cut and paste text in Word by using the Edit menu options and the application doesn’t support them learning how to do the same thing in a more efficient manner.

Many applications (and the documentation that supports them) is aimed at either getting from beginner to novice level, or getting from some kind of mid-level up to expert. There is a huge gap in application design (and, again, the documentation that supports it) around helping users get the most from their usage of an application.

That mid-level area is what Paul refers to as the Super-Novice:

in the absence of extrinsic motivation, it seems that many people stay novices or, at most, become a form of knowledgeable novice that I call the super-novice. Super-novices know a lot about the limited parts of a system they use regularly and almost nothing about the other parts

Obviously the presentation was focussed on usability and application design, but it got me thinking about how documentation, or perhaps we should be calling it supporting information, suffers in the same way.

It’s fairly easy to get into the mindset of the beginner; presume the reader knows nothing and assume a level of learning in which to frame the information. Expert level information is a little trickier but could be stated as specialist, or niche, information.

But what of the super-novice? If we want people to get the most from our applications (and we do, don’t we?) how do we enable the super-novices and help them become experts?

Paul touched on some of the aspects of web 2.0 communities, and how providing “achievement motivation” is a key method for enabling learning and helping build the “need for mastery”. At this point it is easy to see that traditional documentation, printed manuals or online help, will fail the user in this aspect. It simply can’t respond to the differing needs of the audience.

Of course there is still a requirement for those carriers of static information, but to really enable your users you need to start thinking beyond a simple push of information.

Looking at the current crop of social media networks and communities, it’s easy to pick out some common themes; there is always a core group of users who will soon become forum experts, reliable and helpful members of the group. These are the experts and the challenge is to help everyone else get to their level.

I’m still not entirely sure HOW one goes about that, but it’s clear that if this is an issue you can identify with, and that your audience acknowledges, then you need to start looking around for some new models of learning. The internet is full of them, just find a burgeoning online community and see how things work there and try and match it to your own audience.

The times they are a’changing, and those gaps in your documentation will only get bigger and soon, alongside the application, you may start to lose your audience. We need to consider those gaps, the line between A and B, and figure out how to help our users traverse it safely.


Paul writes on usability issues (and more) on his blog, and for UX Matters where the origin of the presentation can be found (and from which the quotes in the post were taken).


What is it about these things, these events in life that all seem to collide. Days go by with only the merest ripple distorting the norm then … BLAMMO! …

For example, take tomorrow. I need to be in the office to deliver a presentation as part of our induction and the kitchen fitters are due to, finally, start work. I’ve also got an appointment with the nurse to get my blood pressure taken.

I’d figured out the timings, I’d wait until the kitchen fitters arrived and then head to work. The presentation is right after lunch, so I’d give that then head off to the local health centre, then home to see how the fitters are doing.

Except they won’t be here until midday apparently, which fucks up everything. I can’t NOT be in work tomorrow but can’t wait here until midday… so Louise is taking the day off.

It’s never simple, is it?

Mind you, fate sometimes helps. I’ve managed to bork the search page on my other blog, so when I heard WordPress 2.5 was out I figured I may as well grab it and get upgraded. So I have. Both blogs are now on 2.5 and the upgrade was super smooth and whilst I’ve not had much time to play with it, the new admin screens aren’t too bad.

Fate, sometimes it gives you a helping hand, sometimes it’s like a steel-toecapped boot to your knackers. Such is life.

In other news, isn’t the new R.E.M. album good! They’ve rediscovered loud rockin’ guitars, wheeeee.

bookmark_borderExplorer showing multiple desktops?

Windows XP has a bug in it, one that has bugged me for ages but is under the “can be tolerated” category. I’ve looked for a fix before but couldn’t find anything, mainly because it’s hard to describe within search terms (note to Google: how about searches based on uploaded screenshots??).

The problem occurs when you open Windows Explorer and start browsing folders. The tree on the left starts to show additional items named “Desktop” but, when you click on them they are actually items that are on your Desktop.. it’s a little weird and after a while you can end up with multiple “Desktops items at the top (and middle) of the tree on the left.
Continue reading “Explorer showing multiple desktops?”

bookmark_borderRecently Read

Been a while since I did one of these and, as ever, they reflect some of the things that have caught my eye over the past week or so. A couple of things on DITA which have me rethinking my approach towards it, and a some links to posts discussing … welll community, social media, Web 2.0 kind of stuff, some of it is a little away from my world but it’s good to get a different point of view on these things.

Docbook versus DITA
Not the first comparison I’ve seen but an excellent summary comparison of DocBook versus DITA. Whilst it was written by someone who admits that they were looking to portray a favourable outcome for DocBook, it’s an well-balanced set of information and will be useful to many.

From Free to Three ($100K)
One of the issues I have with DITA is the cost associated with implementing a complete end to end solution, something that, apparently, I’ve been mistaken about:

Our DITA Tools from A to Z section on the DITA Users website lists every software and service up to those $300,000 publishing solutions. But our policy of free member access to online tools means that anyone anywhere in the world can at least get started (our membership fees range from free to $100 a year).

We call our approach “DITA from A to B,” authoring to building and, of course, publishing structured content.

Definitely something I’ll be checking out.

Agile Content Development

Social media represents such a fantastic opportunity because it allows us to create and launch media properties directly to the public. But even more of a blessing is the direct and indirect feedback process that naturally happens in this space.

You put something out there, and the crowd will reveal the direction you should go. It’s not necessarily always the wisdom of the crowd, but rather the desires and objections of the crowd that guide you.

Use of social media needs fear

What about all of the fears of potential liabilities, losing control, and (the night terror) negative comments? IRRELEVANT! All are either uncontrollable (and were all along) or can be mitigated with good policies, procedures and education. Social media carries as much risk as email. You should be more afraid of losing the battle for relevance.

Is IT in danger of becoming extinct?
I’m not entirely convinced but, once again, this post suggests that there is a shift of balance, and that shift is entirely driven by users and their new found abilities to build communities around, or away from, your products.

Social media empowers users at the expense of IT. Enterprise 2.0 companies marginalize IT by putting powerful tools directly into the hands of non-technical workers, bypassing IT in the process.