After the Webinar, how did we do?

By Phil Havlik

In my experience, what makes the best training evaluation questions really depends on what types of information you’re looking to capture, who you’re asking, and how long you’ve kept them as your prisoner.

At my previous company where I was an Instructional Designer within a larger training team, we used a series of generic questions following every training module. It was the same questions every time, and I don’t even recall what was asked. Our primary interest was reviewing for the inevitable complaints, errors in content or programming, or grumblings our global user base cared to share with us. We had Likert scale questions, but the numbers didn’t really mean much, especially given the total number of users who were required to complete the suite of training modules each year.

Asynchronous training can be like talking to your computer, unsure if anyone is listening or if your mic is even turned on. So getting feedback is always appreciated.

As the trainer, I of course want all the detailed feedback that I can get. As a participant, I want to click as little as possible and get back out. I currently have four standard questions on the docket:

  • Did you learn something new by attending this webinar?
    • Yes, this was all new to me.
    • This was a refresher, but I learned some new tricks and/or a method I didn’t know before
    • This was a refresher, but I didn’t learn anything new
    • Other (Let us know more below)
  • Rate this webinar offering compared to other webinars? (5 = Best, 1 = Worst)
  • Any additional feedback for our staff? We’d love to hear it. (Open answer)
  • We’re testing some new software features and need some volunteer testers. Could you help us?

Sometimes for fun, depending on the seriousness of the topic and or attendees, I might throw in something like “Rolling Stones or Beatles?”, “What’s your favorite season?” or something similar to lighten the mood.

I won’t say I’ve gotten this exactly right, but I think keeping questions few and focused on the desired outcome (did you learn something new by sitting through this) point in the right direction.

Talking Usability: Legacy Systems and Their Impact on Users*

By David Dick| STC Fellow

Users generally do not care if a system is based on an old method, technology, or computer system. Users want reliable, dependable, and secure systems. Every year, IT managers meet to discuss how to replace legacy systems. As long as these systems adequately serve the organization and the budget does not allow for modernization, they are likely to remain unchanged. IT managers need to weigh the cost and risk of keeping legacy systems, such as end user support, training, documentation, and security.

Employees that provide end user support of legacy systems must be retained, because they are familiar with users’ frequently asked questions and know how to work around common problems. Unfortunately, whenever they are out of the office, their absence creates a backlog of help desk tickets that cannot be answered until they return, preventing users from performing their work. Another dilemma is that when these employees inevitably move on or retire, they take their knowledge with them. Service companies might be able to fill the gap, but ultimately they also struggle to find experts with the right skills.

Training for new users on a legacy system is often nonexistent, because the only people capable of providing the training are the same people that provide end user support. Even if there is a user guide or tutorial, users still prefer to call the help desk. Often, the help desk will perform the task because it’s easier than explaining to a user how to do it.  IT managers need to be aware that a lack of training is creating additional work for the help desk.

Documentation on the design of legacy systems might exist, but it likely hasn’t been updated. Documentation is always needed whenever new system administrators, stakeholders, and IT managers want to know how the system processes data, generates reports, connects to the network, and interfaces with other systems. IT managers can create the unrealistic expectation that system administrators and staff maintain documentation, but neither of these groups have the time for such a daunting task.

If a legacy system is created on a platform that a vendor no longer supports, a third party vendor must be contracted to support it. However, operating systems without security patches are prone to hacking, viruses, and other malicious attacks. If it’s not possible to update security patches, the only option to protect the system is isolating it from the rest of the enterprise, which might not be practical if it interfaces with other systems. The value that system security auditors provide is conducting network scans to identify system vulnerabilities and bringing them to the attention of system owners.

All things considered, legacy systems provide critical services to organizations, and replacing them isn’t easy. That’s why IT managers need to be aware of the people who ensure those systems are up and running, and the impact those systems have on users.

 

*This article first appeared in STC Notebook  at: https://www.stc.org/notebook/talking-usability-legacy-systems-and-their-impact-on-users/

Speaking at the STC Summit: One Tech Writer’s Journey from “No Way!” to “Been There, Done That, Got the Badge Ribbon” (and how you can too) *

By Allie Proff | STC Member

A few years ago, I attended my very first conference. I was amazed.

Up until that point, I had only worked in one group in one company. I’d worked there for nine years, so I was experienced, but only in my own little corner of the world. It was eye-opening and refreshing not only to learn the content from the sessions, but also to see what other people did at other companies around the world. I’ve heard people refer to the networking that goes on as the “conference within the conference.”

At that first conference, another attendee and I were discussing the speakers, and what we learned. “You should sign up to be a speaker,” she said. “That’s crazy!” I replied. But it got me thinking. I really love helping people and explaining things.

“I can do this,” I thought.

How often had I given a presentation to my engineers or other writers within the company? I mean, I am a technical communicator, right? I should be able to verbally present my writing. I may be horrible at improv or comedy, but I can do well when I have a chance to really research, prepare, and practice.

Then the doubts started to set in.

Who was I to give a session? I didn’t feel like a recognized expert in anything. Then I started reviewing notes of sessions I attended. Some of my favorite sessions were research-based or case study-based. A presenter didn’t have to be the smartest person in the world. Sometimes value comes from time spent summarizing hours of research. Value can also come just from having a different experience or approach, and even more so when the presenter found some valuable lessons learned from a failed experience.

My fellow attendee also pointed out a speaker’s entry fee is waived or reduced. My company’s policy was to send a new person to conference every year, which helps everyone get an opportunity to grow and develop. But the travel budget is separate from the conference budget, and my company was willing to pay for my flight and hotel if I paid my own way for the registration fee. I’d get to come again next year. Awesome!

These thoughts simmered in the back of my mind until I just happened to be on the website one day and saw the call for speakers. “What the heck,” I thought to myself. “All they’re asking for is an idea of what I’ll present and the learning outcomes for the attendees. Conference is still seven or eight months away. I’ll try and see what happens.”

So I submitted two ideas that I’ve been wanting to research for a while and waited. One idea was rejected, but the other was accepted! I was elated and terrified at the same time. It seemed surreal to see my name in the program.

I investigated. I explored. I practiced my presentation on family and friends. I tweaked my presentation. I presented at a brown bag lunch and learn at work. I tweaked my presentation some more. Finally, the conference arrived.

I practiced (yet again) in the speaker rehearsal room, and felt very supported by the conference staff and helpers. I attended sessions and networked, and finally my turn came. It wasn’t the best presentation in the world, but it wasn’t the worst either. A number of people told me they found my session very useful and thanked me for compiling all the information into one place. The experience was so positive and rewarding that now I look forward to what topics I can research and present next year.

I’ve presented at three different conferences now over the course of three years. I don’t consider myself special or outstanding, and even though I enjoy being with people I’m an introvert at heart. There will always be people who know more than me about any given subject, but there will always be people who know less than me and those are the people I can help.

Now it’s my turn to say to you, “You should be a speaker.” Even if you’re relatively new to the profession, or newly graduated, you still can make valuable contributions. Take a question you’d like to have answered, and submit that as a topic. Stay focused on your message and one to three key takeaways. Look up public speaking tips by TED coaches on the internet. Practice on friends, family, and coworkers. Present at your local chapter or at a smaller conference first, if that would help boost your conference. You can do it!

One of the great things I appreciate about the Society for Technical Communication is how supported I’ve felt by everyone I’ve met. If you’ve been a presenter, I’d love to hear about your first time. If you’ve never presented but are inspired to try, I’d love to hear from you as well and offer my support.

See you next year!

*This article first appeared in STC Notebook (available at https://www.stc.org/notebook/speaking-at-the-stc-summit/)

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Co-manager’s Report for Q3 2017

By Viqui Dill

Hello IDL friends! We had another great quarter and have many more great things planned. Our webinar series is going strong and we have our own channel on YouTube. Looking ahead, we are going to rock the 2018 Summit and want to help you get involved. Let me demonstrate.

Webinar Series

Phil Havlik kicked off the new season of webinars with “Digital Citizenship in an Online World”. Havlik helped us understand our own roles in the online world and gave us tips on how to be stronger and more informed members of the digital community. Find a link to the recording for this and other webinars on our website: http://www.stcidlsig.org/membership/webinars/free-recordings-of-idl-sig-webinars-for-members/

Chuck Campbell was our speaker in September with “Create Presentation Handouts that People Will Actually Use”. Campbell reminded us about the value of handouts, showed examples, and gave us tips for this common training resource. Find a link to the recording for this and other webinars on our website http://www.stcidlsig.org/membership/webinars/free-recordings-of-idl-sig-webinars-for-members/

More webinars are planned for the next few months.

Robert Hershenow will be presenting “Your Brain on PowerPoint: Better Presentations Through Science” on October 12. You can register today on Eventbrite at https://www.eventbrite.com/e/your-brain-on-powerpoint-robert-hershenow-tickets-37341618787

Allie Proff will be reworking her Emotive Analytics presentation from the 2017 Summit on November 16. You can register today on Eventbrite at https://www.eventbrite.com/e/remembering-forward-allie-proff-tickets-38464209486

Phylise Banner will be presenting on December 7. Watch for news and links on our website http://www.stcidlsig.org/events/

Debbie Kerr will be presenting “Learning Styles and the Cancer Experience” on January 18. You can register today on Eventbrite at https://www.eventbrite.com/e/learning-styles-and-the-cancer-experience-webinar-with-debbie-kerr-tickets-36458859430

Ed Marsh will explore using analytics on February 15. Watch for news and links on our website http://www.stcidlsig.org/events/

Students attend for FREE. We have opened up our webinars to students and academics for free. Register with a *.edu email address and attend for free. Explorers are welcome. You do not need to be enrolled in a tech. comm. or IDL program. As long as you’re a student and you’re curious, you are invited to join us. Find out more on our website http://www.stcidlsig.org/news-students-attend-our-webinars-for-free/

We have a YouTube channel! We’re now hosting our recorded webinars and meetings on YouTube. Check out our channel here https://www.youtube.com/channel/UCW68UREs2Cxs6KJUM7nZdtA

Summit Planning

We’re starting to plan the festivities at the 2018 Technical Communication Summit. Want to help plan the fun? Visit the Summit website https://summit.stc.org/ and then contact us at manager@stcidlsig.org. We need you!  

Virtual Open House

Look for our annual Virtual Open House, happening in November. We love to showcase all our volunteers and accomplishments. See you there!

Why CPTC?

By Marcia Shannon

I attained Certified Professional Technical Communicator status in 2016. At that time, I was planning to retire from my full time technical writing job, so why did I seek certification? I did it for validation, for confirmation, and as incentive to pursue a freelance writing career. I wanted, no, needed validation that I understand and practice technical writing. I needed confirmation that my 30 years of output as a sometimes unrecognized technical writer met requirements. I wanted to be able to present myself to future employers with professional credibility, in addition to my B.S. in Business Administration, my writing samples and experience.

If you are thinking about pursuing CPTC, go for it. Start by going to the STC website section about certification, https://www.stc.org/certification/ , to look over the requirements. You will need the book, Richard Johnson-Sheehan’s Technical Communication Today, Fifth Edition. Choose the format that  fits your learning style, hard copy or digital, buy or rent. I bought a hard copy because it is a very useful addition to my reference shelf.

My approach was to find and study the  sections in the text that correspond to the nine core skill areas that are on the test. I wrote study outlines for each skill area, referencing the book pages. I  also used  the study materials available on the web site. As I worked my way through all of this, I realized that I needed a way to test my learning.

I attended the two day pre-Summit examination prep class, which was followed by the exam.. We were a very nervous group, hoping to use this new designation to better our careers as well as our skills. Alan Houser, our very patient and knowledgeable instructor led us through the prep, helping us to be calm and confident for the exam.  Those were two very long days, part review of known skills and part unlearning some bad habits.

The benefits I received from taking the chance and doing the work were many–making new friends in the class,  clearing away doubts that I might not be a “real” technical communicator and finding the confidence to start freelancing. If you are the least bit interested in becoming certified, I strongly recommend pursuing it. I found it to be absolutely worth the time, the cost, the effort.