Tag Archives: Social Media

10 Tips for making Content more Engaging

I’ve always liked to learn new bits of software by trial and error, trying things out for myself first and learning from my mistakes but there’s only so far you can get before you get stuck. This is why documentation and help are so invaluable because a piece of software is worthless unless you know how it works.

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In today’s fast-paced world, people don’t have time to read chunky 900 to 1000 page manuals, they want information to be quick and accessible. As a result, technology companies and their technical writers are having to adapt their techniques and content strategies to make documentation more exciting and engaging for readers.

Here are some of the best ways to keep people interested in your content:

1. Pictures

As you have probably seen from my blogs, I am a real advocate for using good images to break up text and make documentation more approachable and more visually interesting.

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This is just the Firefox help homepage but as I mention in my blog last week, I thought the design and use of imagery was really visually appealing.

2. Videos

Taking this approach one step further, videos are another brilliant and effective way to engage help users as long as they are well put together, short and succinct.

The example above is one of Skype’s excellent video tutorials which are really well produced.

Videos can be made with software such as Camtasia or free tools such as Open Broadcaster Software.

3. Gifs

Like videos, it is possible to add gifs to make your content more dynamic and visually interesting. They are a quick simple way to show an example of how something is done:

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This gif was produced using free open-source software called ScreenToGif.

4. Infographics

I think graphics are a great way to get a lot of information across to your readers in one image if they are designed well.

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The Spotify infographic above has 10 separate facts spread across one image.

5. Examples

Using examples is the best way to show your readers what you are trying to explain.

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On the page above, taken from the Twitter, the help describes how to embed a Tweet and then gives examples.

6. Be Human

Use an informal or conversational writing style. Write as if you were describing how the software works to a friend. Readers won’t engage with a robotic tone of voice.

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Linkedin’s Help addresses users by their first name to make the experience more personal.

7. Keep it Short

Don’t overwrite. If you can explain it in one sentence then write one sentence. It’s better to use 25 words rather than 250. The shorter the better.

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Facebook’s Help Centre covers the login basics in just 73 words (and three links).

8. Keep it Simple

Don’t use lengthy words the average person won’t understand or that will get lost in translation. Go with “move in a circle” rather than “circumbilivagination” or “use” instead of “utilise”.

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Sorry Royal Mail but I really dislike the use of “utilise”, it’s just a waste of four letters!

9. Easy Navigation

If your help system is easy to work your way around then people will want to use it.

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Skype’s Help is really easy to navigate from my experience. You can check it out here.

10. Make it fun!

Use humour and unusual text to catch people’s attention. This is discussed by Mozilla’s Michael Verdi in his presentation How To Write Awesome Documentation.

Atlassian Confluence’s help system, shown below, encourages new users to join a fictional space program and complete a mission:

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Sure, it’s a bit wacky and off-the-wall but its fun, it catches attention and keeps readers interested and engaged.

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Help Review – Twitter

My stepmum recently asked for help publicising something online and my first suggestion was Twitter but explaining how to use it was a challenge in itself. Although it’s been around for a decade, I still don’t think it is that intuitive for someone who is unfamiliar with the basic concepts and terminology. As a result, the help is vital in explaining how to use it, what Tweets and Retweets are and the importance of followers.

Twitter’s Help link can be found by left-clicking your profile picture and scrolling down to the word Help or by clicking Help in the bottom dashboard.

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First Impressions

The help homepage is pretty stylish, with a prominent white search panel where users can search for what they’re looking for. Underneath there are six key headings for commonly asked questions and even further down there are further sub-headings, a video tutorial and trending topics. Right at the bottom of the page there is an footer with some Quentin Blake-style cartoon people, presumably a hapless user and some friendly Twitter support staff in their Twitter-Blue uniforms. All very quaint but slightly disjointed if you compare the style of the trendy header with the children’s book illustrations in the footer.

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Just testing it out as a “new” user to get to grips with the basics, there is the ‘Using Twitter’ section which introduces to the general concepts and there is a useful ‘Getting started with Twitter’ page, along with a glossary which even experienced users might find useful.

Features

The Twitter Support account is a great little feature. By creating a support account in their own social networking service, it not only encourages user engagement but the process turning to help becomes a seamless part of the Twitter user experience. It’s very neat.

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Commonly asked questions were mostly account-related, either being locked out or wanting to deactivate an account. For more complex issues that require assistance or intervention, the Twitter staff ask users to log a support case, referring them to this page here.

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There is a nice and simple video tutorial about how to mute or block users featuring the same Quentin Blake cartoons. It is nicely put together but I think it’s a shame there aren’t more of these, like a bank of different tutorial videos. The only example I could find on the help site was how to mute a person on Twitter (I’m guessing this was the most commonly asked question the support team were asked):

I checked Twitter’s YouTube channel and there is a slightly longer version of this video, detailing how to block and report users but that was all. I think they’ve missed a trick here but I guess any answered questions can be Tweeted to their support account.

Hidden Features

It’s not so much a hidden feature but something I didn’t know about are the Twitter keyboard shortcuts. This list can be accessed by clicking on your profile picture and clicking Keyboard Shortcuts on the menu.

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Another neat trick is the ability to embed Tweets. This can be done by either clicking the   ••• More (ellipsis) icon and selecting Copy Link to Tweet or Embed Tweet.

It’s quite a nice way to enhance content on a webpage. News sites in particular use this feature as a way to embed quotes from people, normally famous people or politicians, who have written something newsworthy on Twitter.

Conclusion

While it has some cool features, I would have thought Twitter could have added some more innovative aspects to their help, videos or maybe Vines in particular. I think the Twitter Support account is a good idea and it’s clearly being used quite actively. However, this could also be an indication that not enough people are using the help. Additional videos on recovering passwords, unblocking an account and deactivating accounts and sharing them on their Support account would probably halve the number of Tweets they receive. Despite this, I did like the style of the documentation itself, the familiar cartoon illustrations make it approachable and the content itself is a happy medium between informal and informative.