Program by Day
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Program Titles
“Wiki Roundtripping? Structured Authoring? How Do They Co-Exist?”
24 Ways to Shut Down The Application and Other Apocryphal Stories
A Comparison of Three Visual Help Authoring Tools
Beyond L10N and G11N—Communicating with Everybody
Breathing Life into your Technical Documents using Adobe AIR and the Technical Communication Suite
Bringing the Video Revolution to Technical Communication
Changing the Rules of the Game for the Benefit of the User
Document Engineering in User Experience Design
Documentation Planning and Library Design in a Web 2.0 World
Extending the Value of Content in Enterprise Systems with Web Content Management
How an Author and Editor Used a Wiki to Write a Book
Living Multiple Lives: The New Technical Communicator
Making XML Technology Accessible
Manage Your Messaging with Machine-Assisted Editing and Large Scale Sentence-level Reuse
Mapping the Entire Global Content Supply Chain
On the Road to Modular Training Content
Once Content is in XML. Now what?
Putting Everything Back Together Again
See Dynamic Publishing in Action!
Taking Our Information Assets to the Next Level
The In.vision DITA Enterprise Suite for Microsoft Word and SharePoint
Understanding and Communicating the Financial Impact of XML and DITA
Understanding Component Content Management
Using Collaborative Tools for Virtual Team Management
Using Task Modeler to Streamline DITA Content Development
What Technical Communicators Need to Know about Flash
Wikis Are Wonderful, or Are They? A Real World Story of Using Wikis For User Information
Writing Reusable Content to Support Content Models
[Workshop] Moving from Unstructured Documents to Structured XML
[Workshop] An Overview of RoboHelp 7
[Workshop] Content Engineering
[Workshop] DITA Authoring and Publishing with XMetaL
[Workshop] Introduction to XSL
[Workshop] Making DITA Work For Your Data
[Workshop] Simplified Technical English
[Workshop] Single Sourcing with the Technical Communication Suite
Session Details
Changing the Rules of the Game for the Benefit of the User: A Kobayashi Maru Approach to Developing User-Centered Training Content
Speaker: Joe SokohlTime: 10:45 AM - 11:45 AM Date: May 8
Track: Training
Experience level: All levels
Room: Point Grey Room
Sometimes our customers think they know what they need and want.
Sadly, they don’t usually know. Too often, training and documentation requirements come from business line managers discussing projects in conference rooms. Instead, actual training consumers have different requirements.
The film Star Trek II: The Wrath of Khan begins with a seemingly impossible training challenge involving a rescue of the Kobayashi Maru (a spaceship in the fictional Starfleet Academy). The trainee fails the test and claims that the challenge is an impossible one—a no win situation for all involved. Later in the movie, Captain James T. Kirk reveals the secret to his unique solution as a cadet: He changed the rules.
The best way to change the rules is to focus the solution on the users receiving the training or doing their jobs. Instead of simply filling out checklists of project requirements, we can add key value by centering training and documentation plans on actual users.
This case study looks at an training development engagement where what the customer asked for was not what the users needed...or wanted. We’ll look at the initial requirements and how I changed the game to the benefit of the users and the delight of the customer. Initially, the customer asked for training...which, to them, consisted just of a PowerPoint deck and some stand-up lecturing.
Rather than simply provide that, I took a user-centered approach. I interviewed 12 people in their offices, labs, and cubicles. I also noted their environment and their habits of working. Then I created personas and scenarios along with analysis of existing documents and training materials.
Rather than delivering some Power Point files and boring lectures, I created an online, on-demand system focusing on key tasks that actual users would perform with the new software. Users appreciated the approach immensely, and the customer was ecstatic.
