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Thursday, 31 December 2009

An Echo from History

Posted on 07:49 by Unknown
One of Sting's finest songs is Children's Crusade - his haunting lament on the follies of war, specifically, the First World War.

Here are the relevant lyrics:

Young men, and soldiers, Nineteen Fourteen
Marching through countries they'd never seen
Virgins with rifles, a game of charades
All for a Children's Crusade

Pawns in the game are not victims of chance
Strewn on the fields of Belgium and France
Poppies for young men, death's bitter trade
All of those young lives betrayed

The children of England would never be slaves
They're trapped on the wire and dying in waves
The flower of England face down in the mud
And stained in the blood of a whole generation

Corpulent generals safe behind lines
History's lessons drowned in red wine
Poppies for young men, death's bitter trade
All of those young lives betrayed
All for a Children's Crusade

This wonderful and majestic piece sounds as fresh today as it did when it was released 25 years ago in 1985. (Wow, has it been that long?)

Although more people died in the Second World War than the first, in many ways, the First World War was more horrible because of the sheer senselessness in the way it was fought. Hundreds (and sometimes thousands) of men would be killed just to gain a few feet of ground, which would often be lost the next day. There was no concept of modern warfare - it was often just organized chaos.

One of the Canadian soldiers who fought in the First World War was Fred Albright, a prominent young lawyer from Calgary, Alberta. He met a woman named Evelyn and they began writing each other quite frequently. They married in 1914; three years later Fred was killed at the battle of Passchendaele.

Their correspondence both before and during their marriage represents an enormous volume of personal documentation. Together, they wrote over 550 letters covering a wide range of topics. Even after Fred died, Evelyn continued to write him in a effort to deal with her grief.

This incredible glimpse into history would have been lost forever but for the efforts of a library assistant who discovered the letters while working at the Archives and Research Collections Centre in the D.B. Weldon Library at the University of Western Ontario. Fascinated by the letters, she painstakingly transcribed and edited their contents so that they could be posted to a website entitled: An Echo in My Heart.

By the way, the assistant is my mother.

You may go back in time here....
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Posted in history, politics | No comments

Tuesday, 22 December 2009

Resolve this

Posted on 06:51 by Unknown
My new year's resolutions all involve documentation, of course.

The Paper Chase

My first resolution is to organize all the various printed guides, warranties, and other paper documents that have accumulated over the years and randomly spread themselves into various piles throughout my home.

I will review each and every paper item and discard what I don't need. (I hate paper and wish we lived in a paper-free Star Trek world.) The relevant leftovers will be grouped and placed into large envelopes and stored alphabetically in a box.

My extensive printed documentation collection includes the following:
  • big electronics - TVs, Blu-Ray and DVD disc players, CD player, home theatre and satellite receiver, gaming unit
  • little electronics - MP3 players, cameras, phones, remotes, clocks, shavers, hardware tools, watches, electric toothbrush, organic mind reader
  • main computer items - user guides, and guides for the motherboard, DVD burner, RAM
  • peripheral computer items - mouse, monitor, keyboard, speakers, scanner, Webcam, backup drive, software documentation, USB powered teleporter
  • kitchen appliances - fridge, stove, microwave, dishwasher, blender, toaster oven, indoor spit
  • garage items - snowblower, lawnmower, trimmer, BBQ, Ferrari guide
  • miscellaneous items - washer and dryer, vacuum cleaners, non-electric items such as board games, hot water heater, humidifier, kitchen faucet, Sherman tank
(God, I have a lot of crap.)

Soft Sell

My second resolution is to conduct a complete audit of all the soft documents on my computer and again, get rid of what I don't need and keep the good stuff. There's many documents that are several years old that I never read and know I'll never need. Other documents need to be rewritten, merged or reclassified.

Onward and Online

My final resolution, a continuation of the second, is to move as many of my files online as possible. As long as the document does not contain sensitive or critical financial information (like my Swiss bank account number and Tiger Woods' cell phone number), I will move it to Google docs.

In addition to textual documents, my most precious files are my photographs. Before the era of digital photography, people took pictures with something called a film camera, which produced something called prints. I have hundreds of these prints in special books called photo albums. They are single copies only - there is no backup. My long term goal, therefore, is to scan every one of these photographs and upload them to private albums on Flickr.

Managing Catastrophe

I have heard of too many cases where hard drives have failed and people have lost all their files. Backups help with this problem, but if your house burns down or is burglarized, they have no value. The ideal state to be in if you lost your hard drive for any reason would be that you simply buy another computer, connect to the Internet, and access all your files.

Confidential files should be whittled down to a size that can fit on a USB key. That key should then be kept at a location away from your computer. Alternatively, you can use an online backup site. ADrive, for example, gives you 50 GB of free online storage.

Is this ringing any (alarm) bells?

If any of these documentation issues sound familiar (a plethora of printed docs, unorganized soft docs, and lack of an off-site backup for your documents and photos), welcome to the club. Most people simply don't make the effort to deal with these ongoing doc issues.

However, we technical communicators are not most people - we are the Communicati - the enlightened communication and documentation high priests. If we fail to maintain our own documentation, what chance do normal folk have?
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Posted in cloud computing, Google, technology | No comments

Monday, 21 December 2009

The draft from Copenhagen

Posted on 13:31 by Unknown
Let me see if got this straight: hundreds of leaders, civil servants, and NGOs gathered from all over the world in Copenhagen to address the problem of global warming.

They flew in using private jets, were driven around in gasoline-guzzling limousines, and ate gourmet food flown in from hundreds of kilometers away in order to create an accord that would deal with the excessive use of our limited resources.

Millions of dollars were spent hosting the summit. Enormous effort was expended in the countless meetings and negotiations.

The final result?

A three-page, non-legally binding document that has no long-term targets for cutting greenhouse gas emissions.

Even if this document were binding and had targets, given the political and economic realities of the time (i.e., governments don't want their citizens rioting due to lack of work), it is extremely doubtful this accord would actually have been implemented. (Do any countries actually follow the Kyoto accord?)

Never before has so much money, time, and effort been spent to produce such a thin document of so little value.

Actually, it's a wonder that even this document was produced. Given how difficult it is to get consensus on a simple user guide, giving two weeks for 120 of the world's leaders to agree on a document that could change the world is an impossible task.

It's like trying to write every software guide that has ever been written from scratch...

...in a one-week period...

...using only two tech writers.
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Posted in bad communication, news, politics | No comments

Just watch me

Posted on 13:20 by Unknown
I bought a new watch recently - digital, of course; I don't do analogue.

It's a watch only a tech writer could love: the day, date and time are clearly visible with massive fonts on a over-sized display.

Imagine my disappointment when after taking it home, I discovered the wrong user guide had been included. I tried to find the guide online, but, incredibly, it was not available on the manufacturer's website. (Fortunately, I was able to figure out how to set the time.)

So many user guides; so few tech writers to get them online.
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Posted in bad communication, business, technology | No comments

Friday, 18 December 2009

We're here, we're synesthesic, get used to it

Posted on 06:32 by Unknown
Synesthesia is the ultimate mashup. It's a neurological condition in which a person experiences the data of one sense with another - a sort of warped virtual reality.

Examples of synesthesia are:
  • seeing numbers and letters as colours: for example, where most people see the following text as black: ABC 123, a synesthesic might see it as: ABC 123
  • perceiving numbers, letters, days of the week and months as emotions or personalities: for example: 1 as "strong", H as "envious", Tuesday as "sad" and July as "jealous"
  • seeing sounds: a loud noise such as dog barking or fireworks exploding might cause the person to see certain shapes or patterns
  • perceiving time periods as locations in space: for example: Monday appears "further away" than Wednesday
  • "tasting" certain words or letters: for example, most tastes like toast, and leg tastes like egg
Scientists aren't fully sure what causes synthesia, but agree it's probably some sort of neurological malfunction in which the sensory wires in the brain get crossed. It may affect as many as one in 23 people.

Blessing or Curse?

At first glance, synthesia might seem like a curse. After all, who would want the distraction of "hearing" colours or "seeing" sounds? In fact, it may be a blessing. Some synthesics are very creative and have produced unique drawings and other artwork that illustrate the remarkable way they experience the world.

Synthesia, Tech Comm Style

An effective technical communicator is partially synesthetic. We simply would not be able to do our jobs well if we perceived information the same way normal people do.

Specifically, technical communicators are hyper-sensitive to vague, missing, misspelled, confusing, incomplete and poorly organized information. We perceive it as jarring, illogical, uncomfortable and painful. We can call this condition technical communication synthesia, or TCS.

TCS Examples

The following examples help illustrate TCS. In each one, you'll see three statements:
  • Actual text - the actual text that might appear in a document or software application
  • Normal perception - how a normal (non-TCS) person perceives the text
  • TCS perception - how a person with TCS perceives the text
  • Actual text - The record is updated.
  • Normal perception - Great! The record is updated. My work is done!
  • TCS perception - The record is updated?! Who or what updated the record? The user or the computer? The objective voice is evil.
  • Actual text -Welcom too the Synex Usser Giude .
  • Normal perception - Hmm, something doesn't quite smell right...
  • TCS perception - The horror; the horror...
  • Actual text - The Sort command sorts your data.
  • Normal perception - Gee, who would have thought it did that?
  • TCS perception - Circular references are evil! Change this to: Use the Sort command to arrange your data alphabetically or numerically.
  • Actual text- The program will remember your settings.
  • Normal perception - Awesome! I can just set it and forget it!
  • TCS perception - Remember? How can program remember?! Anthromorphization is evil!
  • Actual text - Error 43 - Incompatible file format.
  • Normal perception - Damn! Where's the tech support number?!
  • TCS perception - Where is the problem? What is the solution? And who cares what the error number is?
  • Actual text - Abort the process.
  • Normal perception - Yikes! I'd better stop the process.
  • TCS perception - Abort is a word more loaded than an H-bomb. Change to: Stop the process.
  • Actual text - It's important to back up your files.
  • Normal perception - That's nice to know....uh, what's a "back-up"?
  • TCS perception - What is a back up? Why is it important? How do you perform one? Which files do you back up? How often should you perform one?
  • Actual text - Do you want to enter more records? [OK] [Cancel]
  • Normal perception - Yes, I do, so I'd better click OK .
  • TCS perception - Ouch! Why can't developers label buttons properly?! Change the buttons to a simple [Yes] and [No].
  • Actual text- Turn off your computer. Be sure you have saved your work first.
  • Normal perception - OK, I've turned off my computer Now what? Make sure I've saved my work first?! Doh!
  • TCS perception - Might as well say: Cut the red wire to detonate the bomb. Change to: Save your work, then turn off your computer.
  • Actual text- To print a document, make sure you have opened the document you want to print, the printer is on, there is paper in the paper tray, and that the printer has enough ink, then press Print and select the correct printer, paper size, orientation, the pages you want to print and the number of copies, then click OK.
  • Normal perception - You had me at "To print". Then you lost me. I am sad.
  • TCS perception - Could that sentence be any longer? Rewrite to:
To print a document:
  1. Ensure the printer is on.
  2. Check that there is paper in the paper tray.
  3. Check the ink level of the printer.
  4. Open the document you want to print.
  5. Click the Print button.
  6. Select the paper size and orientation.
  7. Select the pages you want to print and the number of copies.
  8. Click OK to print.
Note: TCS is incurable, thankfully.
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Posted in medicine, philosophy, science | No comments

Thursday, 17 December 2009

The $53 million document

Posted on 11:41 by Unknown
The final report from the five-year long public inquiry into child abuse allegations in Cornwall, Ontario has finally been released.

The price tag for this document? A staggering $53 million.

The report itself is 2,400 pages. That's just over $22,000 per page.

Assuming 500 words per page, the cost is about $44 per word.

We need to have a public inquiry into the cost of all these public inquiries. I offer my services in developing the final report.

And I'll only charge $43 per word.

What a bargain....
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Posted in bad communication, news, politics | No comments

Tuesday, 15 December 2009

The World, On Demand

Posted on 11:27 by Unknown
Just as a shoemaker's kids go barefoot and doctors makes the worst patients, us techy types are often the last ones to use newer technologies. How else to justify my delayed entrance into the wonderful world of podcasting and BitTorrents? My lame rationalization is that I wanted to be sure they got all the bugs out first; it's not like you can call 1-800-BIT-TORRENT for help.

Both these technologies are simply different flavours of the same thing: getting the file you want and experiencing it when you want. Podcasting is mostly for audio files (although video podcasts are available) and BitTorrent is for video files such as films and TV shows. Podcasting is fairly easy, hence its popularity. You simply download the MP3 file you want to your portable player, and listen to it.

Using BitTorrent is a bit trickier, because it involves changing hardware settings and using several different types of software. Most people do not have the technical expertise to do this, thank God, because if they did, the Internet would slow to a crawl. But as the difficulty decreases and bandwidth increases, expect to see more people using this technology. In fact, software such as Vuze, an "all-in-one" BitTorrent searcher, downloader, decompresser, and viewer makes finding and viewing torrents easier than ever.

In essence, we're seeing video availability catching up to information availability. Currently, you can locate information (text and graphics) on pretty much any subject. It is the golden age of information accessibility and variety.

Once it becomes as easy to find and view a desired program as it is to find desired information, the old broadcast model in which you have to wait for a program and watch it on the network's schedule will disappear.

Now, personal and DVD recorders have helped, but they still can't deliver shows that you forgot to record in the first place, or were not even aware of but might be interested in. YouTube and other websites offer streaming video on demand, but the picture quality is poor - for now, that is. Funny thing about the future - it's hard to predict, and it never ceases to arrive and amaze.
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Posted in entertainment, technology | No comments

Nutritional Information Development

Posted on 11:16 by Unknown
For a marvellous analysis of what's wrong with Canada's nutritional information labels, view this PDF developed by the Nutrition Action Newsletter.

Pay special attention to page two of this PDF, which details how the label should look. The design of this page, the suggested improvements to the label, and the way these improvements are documented should be required reading for all information developers.
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Posted in politics, usability | No comments

Complication Nation

Posted on 10:52 by Unknown
I'm getting emotional over motion. "Motionflow" TV must be one of the dumbest inventions ever. Oh, it sounds great in theory: a video display technology which reduces the blurring of rapid motion, making it flow more smoothly. The problem is it works too well. Watching a movie on a MotionFlow TV makes the film look like a cheap video. I mentioned this to a hapless TV salesperson - his feeble response was that you could turn off this so-called "feature". (To be fair, MotionFlow is probably best for sports and live TV, but I'm a movie guy myself.)

MotionFlow is a symptom of a bigger problem: companies designing products crammed with features that people either don't need, don't want or can't use. Ever tried to buy a cellphone that only makes phone calls, or a printer that only prints? You'd have better luck getting through to a live tech support person in less than two minutes.

The "overcomplication" problem hits our profession in two ways. First, in the tools we use. Yes, there are many good authoring tools out there. But many of them have far more features than you would ever need. For example, I have yet to find a simple, off-the-shelf, easy to use XML publishing system, one that would let you quickly create documents, TOCs, and indices, and publish them to a content management system. (If you know of one, let me know.)

More importantly, "overcomplication" is a problem in documentation. I've seen many documents that have far too much information in over-sized topics that are difficult to read. That's why I admire quick start guides. They give users the essential information they need to set up and use a product. The other content can be moved to a regular user guide or reference guide.

So the next time you're thinking about getting the latest version of Super-Duper Authoring Tool Version 127.3, or releasing a fun-to-read 800 page user guide, don't go with the flow; instead, de-complicate.
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Posted in entertainment, simplicity, technology | No comments

Monday, 7 December 2009

Deception: The User Guide

Posted on 12:01 by Unknown
Imagine being asked to develop a user guide for spies instructing them on how to deceive others using techniques based on magic tricks. Sounds crazy, right? Yet that is exactly what U.S. magician John Mulholland was asked to do by the CIA in 1953. His guide was recently discovered.

The guide, titled The Official CIA Manual of Trickery and Deception, describes itself as follows:

The pu
rpose of this paper is to instruct the reader so he may learn to perform a variety of acts secretly and undetectably. In short, here are instructions in deception.

The guide includes such chapters as Surreptitious Removal of Objects, Working as a Team, and my personal favourite: Special Aspects of Deception for Women.

Some of the procedures include:
  • tying your shoelace to give out important information
  • secretly poisoning someone's drink
  • looking dumb
  • stealing a document
  • hiding powder in a hollowed-out pencil
  • working with a clandestine partner
Oh, to be a tech writer for the CIA....
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Posted in news, politics | No comments

Wednesday, 2 December 2009

The Doc Surge

Posted on 13:13 by Unknown
Let's talk effective project management. Imagine a particularly large and complex project. The top manager has laid out the terms. More resources are being committed. The project's objective has been stated, and, most importantly, an end date given.

The leader is the U.S. President. The project is the war in Afghanistan. The resources are an additional 30,000 troops, at a cost of $30 billion, or a cool $1 million per soldier. The objective is to win the war. The end date is July 2011, depending upon how the security situation improves; this is what's known as "conditional text".

Let's hope the final result is better than what I've seen on other projects, namely software and documentation development ones. Many companies don't invest enough in their information development and management departments.

The troop surge represents a 43% increase in the number of soldiers. Can you imagine the effect if a company increased the number of its tech writers the same amount? It would annihilate much of the company's misinformation and missing information, a true victory in the war on error.
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Posted in news, politics | No comments
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      • An Echo from History
      • Resolve this
      • The draft from Copenhagen
      • Just watch me
      • We're here, we're synesthesic, get used to it
      • The $53 million document
      • The World, On Demand
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      • Deception: The User Guide
      • The Doc Surge
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