SlideShare a Scribd company logo
1 of 25
Download to read offline
ADDICTED TO MEANING
HOW GOOD TECHNICAL COMMUNICATION
     IS LIKE BAD MAGIC TRICKS


              Kai Weber
            @techwriterkai
     #tcworld12 - 23 October 2012
PROGRAM
  Intro: Who am I and what do I know?

1. What is meaning…
   … and why should technical communicators care?

2. How does meaning work in communication…
   … and why does it still fail in tech comm?
   Semiotics

3. How and why we create meaning…
   … and how to create meaningful documentation?
   Mental models
WHO AM I AND WHAT DO I KNOW?
WHAT IS MEANING?




         Wisdom       Nothing lasts...

        Knowledge     Used to be File menu

        Information   Open, Save, Print

           Data             Office 2007
WHAT IS MEANING?




            Wisdom       Nothing lasts...
 MEANING




           Knowledge     Used to be File menu

           Information   Open, Save, Print

              Data             Office 2007
WHAT IS MEANING?
   Can be in information, more valuable in knowledge

   Allows us to “connect the dots”

   Answers “why should I care?” and “what do I do?”

   Turns information into relevant & applicable knowledge
WHY SHOULD TECHNICAL COMMUNICATORS CARE?
It’s what we do:
Turn information into relevant & applicable knowledge

Proof in tech comm principles & methods:
 Know your audience!
  … so documentation is relevant to reader
 Task-oriented documentation
  …so documentation is applicable in situation
HOW MEANING WORKS IN COMMUNICATION




         Omits meaning!

   Shannon & Weaver (1949) – process theory
HOW MEANING WORKS IN COMMUNICATION
Communication:
 Production and exchange of meanings…

 … by people interacting with messages…

 … in cultural contexts.




   Fiske (1990) – semiotics
HOW MEANING WORKS IN COMMUNICATION

                   Message: “Signs”

                 Conventions: “Codes”
Sender                                  Receiver
                   Media: “Channels”

                   Culture: “Context”



   Fiske (1990) – semiotics
HOW MEANING WORKS IN COMMUNICATION
                             Semiotics                Tech Comm
                         diagnoses problems          offers solutions

                       Represent “stuff”         Definitions clarify with
Message: “Signs”
                       arbitrarily               images and glossaries

                       Include or exclude        Language standards
Conventions: “Codes”
                       social or ethnic groups   ensure accessibility

                       Allow or restrict         Social media invite
Media: “Channels”
                       feedback                  collaboration
WHY DOES MEANING FAIL IN TECH COMM?
   Aren’t message, conventions, and media clear?

   There is no meaning
    but the one created by the reader.
    > TC: Sometimes “meaningless”

   Each individual situation is
    a new beginning, another page one.
    > TC: FAQs rarely work


   von Foerster (1949ff.) – radical constructivism
HOW WE CREATE MEANING
We combine our current situation…
… with past experience…
… by matching mental models.

   Semi-consciously selected, incomplete images
   What (we think) we understand of the world
   Shape how we face the world
       What (we think) our options are
       How we try to solve problems
       How confident we are in what we do
HOW WE CREATE MEANING
HOW WE CREATE MEANING
HOW WE CREATE MEANING




Image credit: jwarletta
HOW WE CREATE MEANING
HOW WE CREATE MEANING
Mental models
 Flexible and adaptable, within limits

 Support meaningful knowledge
       How we approach a task
       How we react to a problem
       How we look for help
   Inert, uncontrollable
HOW WE CREATE MEANING
Mental models
 Flexible and adaptable, within limits

 Support meaningful knowledge
       How we approach a task
       How we react to a problem
       How we look for help
   Inert, uncontrollable
   In tech comm:
    Designer vs. user
       Norman (1988)
WHY WE CREATE MEANING
We are addicted to meaning!

   Conspiracy theories
   Pop lyrics, “mondegreens”
   Logos
       Janoff (1977)




                                Image credit: Marcin Wichary
WHY WE CREATE MEANING
We are addicted to meaning!

   Because we want to understand and do stuff:
    What does this mean? How does this work?

   Because we seek order:
    How does this hang together? How to connect the dots?
WHAT IS MEANINGFUL USER ASSISTANCE?
1. Relevant to user, applicable to stituation
2. Or a way ahead, a workaround
3. Or an explanation
4. Or understanding and sympathy
HOW TO CREATE MEANINGFUL USER ASSISTANCE
1. Understand how we create meaning

2. Adjust to mental models of users
    Observe user behaviour
    Offer several paths: Tasks and roles/personas
    Serve inertia



3. Apply minimalism
    Assist users in connecting the dots
    Focus on process and outcome, not product
    Encourage skills and experimentation
FURTHER READING AND SOURCES
1.   DIKW Pyramid
2.   Shannon & Weaver’s process theory (1949)
3.   Fiske on semiotics (1990) (chapters 3 & 4)
4.   von Foerster on radical constructivism (interviews in German)
5.   Mental models
      in user interfaces
      Norman: The Design of Everyday Things (1988)
6.   Mondegreens in pop lyrics
7.   Creating meaning in Phil Collins’s “In the Air Tonight”
8.   Janoff, designing the Apple logo (1977)
9.   Carroll on minimalism (1998), (esp. chapter 2)
THANK YOU! KEEP IN TOUCH!




@techwriterkai




                            kaiweber.wordpress.com

More Related Content

Similar to Addicted to Meaning: How Technical Communicators Can Create Meaningful Documentation

Q1a uses of conventions db edit m googan guide
Q1a uses of conventions db edit m googan guideQ1a uses of conventions db edit m googan guide
Q1a uses of conventions db edit m googan guideDB3igs
 
Using conventions from real media text.
Using conventions from real media text.Using conventions from real media text.
Using conventions from real media text.Angela Pearson
 
Conventions from real texts
Conventions from real textsConventions from real texts
Conventions from real textshammonda
 
Conventions from real texts
Conventions from real textsConventions from real texts
Conventions from real textshammonda
 
W1 mediaandinformationliteracycommunication-.pptx
W1 mediaandinformationliteracycommunication-.pptxW1 mediaandinformationliteracycommunication-.pptx
W1 mediaandinformationliteracycommunication-.pptxwill318201
 
G325 Exam 1b - Media Language
G325 Exam 1b - Media LanguageG325 Exam 1b - Media Language
G325 Exam 1b - Media Languagebearskin_2
 
Educational Podcasting: digital voices as media interventions
Educational Podcasting: digital voices as media interventionsEducational Podcasting: digital voices as media interventions
Educational Podcasting: digital voices as media interventionsAndrew Middleton
 
A2 revision guide section acopy
A2 revision guide section acopyA2 revision guide section acopy
A2 revision guide section acopyjphibbert1979
 
Section A Help- G325
Section A Help- G325Section A Help- G325
Section A Help- G325KStockwell
 
Section a g325
Section a g325Section a g325
Section a g325KStockwell
 
ViEW 2012: Online-Moderation
ViEW 2012: Online-ModerationViEW 2012: Online-Moderation
ViEW 2012: Online-Moderationmultiermedia
 
Vocab and 21st Century Skills
Vocab and 21st Century SkillsVocab and 21st Century Skills
Vocab and 21st Century SkillsPam Krambeck
 
Lesson 0005 purposive communication.pptx
Lesson 0005 purposive communication.pptxLesson 0005 purposive communication.pptx
Lesson 0005 purposive communication.pptxHarleyLaus1
 
Organizational communication ch-1
Organizational communication  ch-1Organizational communication  ch-1
Organizational communication ch-1Waqas Sabir
 
Chapter 1- Analysing Communication (Hartley & Bruckmann)
Chapter 1- Analysing Communication (Hartley & Bruckmann)Chapter 1- Analysing Communication (Hartley & Bruckmann)
Chapter 1- Analysing Communication (Hartley & Bruckmann)Robin Jha
 
Theories and Application for G325 Media
Theories and Application for G325 MediaTheories and Application for G325 Media
Theories and Application for G325 Mediabearskin_2
 
Liberating Structures for Knowledge Sharing
Liberating Structures for Knowledge SharingLiberating Structures for Knowledge Sharing
Liberating Structures for Knowledge SharingNancy Wright White
 
Media literacy in the 21st century isacs 2012
Media literacy in the 21st century isacs 2012Media literacy in the 21st century isacs 2012
Media literacy in the 21st century isacs 2012lmittler
 
visual literacy
visual literacyvisual literacy
visual literacyjoeri Neri
 

Similar to Addicted to Meaning: How Technical Communicators Can Create Meaningful Documentation (20)

Q1a uses of conventions db edit m googan guide
Q1a uses of conventions db edit m googan guideQ1a uses of conventions db edit m googan guide
Q1a uses of conventions db edit m googan guide
 
Using conventions from real media text.
Using conventions from real media text.Using conventions from real media text.
Using conventions from real media text.
 
Conventions from real texts
Conventions from real textsConventions from real texts
Conventions from real texts
 
Conventions from real texts
Conventions from real textsConventions from real texts
Conventions from real texts
 
W1 mediaandinformationliteracycommunication-.pptx
W1 mediaandinformationliteracycommunication-.pptxW1 mediaandinformationliteracycommunication-.pptx
W1 mediaandinformationliteracycommunication-.pptx
 
G325 Exam 1b - Media Language
G325 Exam 1b - Media LanguageG325 Exam 1b - Media Language
G325 Exam 1b - Media Language
 
Educational Podcasting: digital voices as media interventions
Educational Podcasting: digital voices as media interventionsEducational Podcasting: digital voices as media interventions
Educational Podcasting: digital voices as media interventions
 
CI4830 introduction
CI4830 introductionCI4830 introduction
CI4830 introduction
 
A2 revision guide section acopy
A2 revision guide section acopyA2 revision guide section acopy
A2 revision guide section acopy
 
Section A Help- G325
Section A Help- G325Section A Help- G325
Section A Help- G325
 
Section a g325
Section a g325Section a g325
Section a g325
 
ViEW 2012: Online-Moderation
ViEW 2012: Online-ModerationViEW 2012: Online-Moderation
ViEW 2012: Online-Moderation
 
Vocab and 21st Century Skills
Vocab and 21st Century SkillsVocab and 21st Century Skills
Vocab and 21st Century Skills
 
Lesson 0005 purposive communication.pptx
Lesson 0005 purposive communication.pptxLesson 0005 purposive communication.pptx
Lesson 0005 purposive communication.pptx
 
Organizational communication ch-1
Organizational communication  ch-1Organizational communication  ch-1
Organizational communication ch-1
 
Chapter 1- Analysing Communication (Hartley & Bruckmann)
Chapter 1- Analysing Communication (Hartley & Bruckmann)Chapter 1- Analysing Communication (Hartley & Bruckmann)
Chapter 1- Analysing Communication (Hartley & Bruckmann)
 
Theories and Application for G325 Media
Theories and Application for G325 MediaTheories and Application for G325 Media
Theories and Application for G325 Media
 
Liberating Structures for Knowledge Sharing
Liberating Structures for Knowledge SharingLiberating Structures for Knowledge Sharing
Liberating Structures for Knowledge Sharing
 
Media literacy in the 21st century isacs 2012
Media literacy in the 21st century isacs 2012Media literacy in the 21st century isacs 2012
Media literacy in the 21st century isacs 2012
 
visual literacy
visual literacyvisual literacy
visual literacy
 

Recently uploaded

Commit 2024 - Secret Management made easy
Commit 2024 - Secret Management made easyCommit 2024 - Secret Management made easy
Commit 2024 - Secret Management made easyAlfredo García Lavilla
 
TrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data PrivacyTrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data PrivacyTrustArc
 
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek SchlawackFwdays
 
DSPy a system for AI to Write Prompts and Do Fine Tuning
DSPy a system for AI to Write Prompts and Do Fine TuningDSPy a system for AI to Write Prompts and Do Fine Tuning
DSPy a system for AI to Write Prompts and Do Fine TuningLars Bell
 
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptxPasskey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptxLoriGlavin3
 
"ML in Production",Oleksandr Bagan
"ML in Production",Oleksandr Bagan"ML in Production",Oleksandr Bagan
"ML in Production",Oleksandr BaganFwdays
 
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024BookNet Canada
 
Streamlining Python Development: A Guide to a Modern Project Setup
Streamlining Python Development: A Guide to a Modern Project SetupStreamlining Python Development: A Guide to a Modern Project Setup
Streamlining Python Development: A Guide to a Modern Project SetupFlorian Wilhelm
 
SAP Build Work Zone - Overview L2-L3.pptx
SAP Build Work Zone - Overview L2-L3.pptxSAP Build Work Zone - Overview L2-L3.pptx
SAP Build Work Zone - Overview L2-L3.pptxNavinnSomaal
 
DevEX - reference for building teams, processes, and platforms
DevEX - reference for building teams, processes, and platformsDevEX - reference for building teams, processes, and platforms
DevEX - reference for building teams, processes, and platformsSergiu Bodiu
 
New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024BookNet Canada
 
Generative AI for Technical Writer or Information Developers
Generative AI for Technical Writer or Information DevelopersGenerative AI for Technical Writer or Information Developers
Generative AI for Technical Writer or Information DevelopersRaghuram Pandurangan
 
Hyperautomation and AI/ML: A Strategy for Digital Transformation Success.pdf
Hyperautomation and AI/ML: A Strategy for Digital Transformation Success.pdfHyperautomation and AI/ML: A Strategy for Digital Transformation Success.pdf
Hyperautomation and AI/ML: A Strategy for Digital Transformation Success.pdfPrecisely
 
How to write a Business Continuity Plan
How to write a Business Continuity PlanHow to write a Business Continuity Plan
How to write a Business Continuity PlanDatabarracks
 
SIP trunking in Janus @ Kamailio World 2024
SIP trunking in Janus @ Kamailio World 2024SIP trunking in Janus @ Kamailio World 2024
SIP trunking in Janus @ Kamailio World 2024Lorenzo Miniero
 
Advanced Computer Architecture – An Introduction
Advanced Computer Architecture – An IntroductionAdvanced Computer Architecture – An Introduction
Advanced Computer Architecture – An IntroductionDilum Bandara
 
SALESFORCE EDUCATION CLOUD | FEXLE SERVICES
SALESFORCE EDUCATION CLOUD | FEXLE SERVICESSALESFORCE EDUCATION CLOUD | FEXLE SERVICES
SALESFORCE EDUCATION CLOUD | FEXLE SERVICESmohitsingh558521
 
Scanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL CertsScanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL CertsRizwan Syed
 
Dev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebDev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebUiPathCommunity
 

Recently uploaded (20)

Commit 2024 - Secret Management made easy
Commit 2024 - Secret Management made easyCommit 2024 - Secret Management made easy
Commit 2024 - Secret Management made easy
 
TrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data PrivacyTrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data Privacy
 
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
"Subclassing and Composition – A Pythonic Tour of Trade-Offs", Hynek Schlawack
 
DSPy a system for AI to Write Prompts and Do Fine Tuning
DSPy a system for AI to Write Prompts and Do Fine TuningDSPy a system for AI to Write Prompts and Do Fine Tuning
DSPy a system for AI to Write Prompts and Do Fine Tuning
 
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptxPasskey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
 
"ML in Production",Oleksandr Bagan
"ML in Production",Oleksandr Bagan"ML in Production",Oleksandr Bagan
"ML in Production",Oleksandr Bagan
 
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
 
DMCC Future of Trade Web3 - Special Edition
DMCC Future of Trade Web3 - Special EditionDMCC Future of Trade Web3 - Special Edition
DMCC Future of Trade Web3 - Special Edition
 
Streamlining Python Development: A Guide to a Modern Project Setup
Streamlining Python Development: A Guide to a Modern Project SetupStreamlining Python Development: A Guide to a Modern Project Setup
Streamlining Python Development: A Guide to a Modern Project Setup
 
SAP Build Work Zone - Overview L2-L3.pptx
SAP Build Work Zone - Overview L2-L3.pptxSAP Build Work Zone - Overview L2-L3.pptx
SAP Build Work Zone - Overview L2-L3.pptx
 
DevEX - reference for building teams, processes, and platforms
DevEX - reference for building teams, processes, and platformsDevEX - reference for building teams, processes, and platforms
DevEX - reference for building teams, processes, and platforms
 
New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
 
Generative AI for Technical Writer or Information Developers
Generative AI for Technical Writer or Information DevelopersGenerative AI for Technical Writer or Information Developers
Generative AI for Technical Writer or Information Developers
 
Hyperautomation and AI/ML: A Strategy for Digital Transformation Success.pdf
Hyperautomation and AI/ML: A Strategy for Digital Transformation Success.pdfHyperautomation and AI/ML: A Strategy for Digital Transformation Success.pdf
Hyperautomation and AI/ML: A Strategy for Digital Transformation Success.pdf
 
How to write a Business Continuity Plan
How to write a Business Continuity PlanHow to write a Business Continuity Plan
How to write a Business Continuity Plan
 
SIP trunking in Janus @ Kamailio World 2024
SIP trunking in Janus @ Kamailio World 2024SIP trunking in Janus @ Kamailio World 2024
SIP trunking in Janus @ Kamailio World 2024
 
Advanced Computer Architecture – An Introduction
Advanced Computer Architecture – An IntroductionAdvanced Computer Architecture – An Introduction
Advanced Computer Architecture – An Introduction
 
SALESFORCE EDUCATION CLOUD | FEXLE SERVICES
SALESFORCE EDUCATION CLOUD | FEXLE SERVICESSALESFORCE EDUCATION CLOUD | FEXLE SERVICES
SALESFORCE EDUCATION CLOUD | FEXLE SERVICES
 
Scanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL CertsScanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL Certs
 
Dev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebDev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio Web
 

Addicted to Meaning: How Technical Communicators Can Create Meaningful Documentation

  • 1. ADDICTED TO MEANING HOW GOOD TECHNICAL COMMUNICATION IS LIKE BAD MAGIC TRICKS Kai Weber @techwriterkai #tcworld12 - 23 October 2012
  • 2. PROGRAM Intro: Who am I and what do I know? 1. What is meaning… … and why should technical communicators care? 2. How does meaning work in communication… … and why does it still fail in tech comm? Semiotics 3. How and why we create meaning… … and how to create meaningful documentation? Mental models
  • 3. WHO AM I AND WHAT DO I KNOW?
  • 4. WHAT IS MEANING? Wisdom Nothing lasts... Knowledge Used to be File menu Information Open, Save, Print Data Office 2007
  • 5. WHAT IS MEANING? Wisdom Nothing lasts... MEANING Knowledge Used to be File menu Information Open, Save, Print Data Office 2007
  • 6. WHAT IS MEANING?  Can be in information, more valuable in knowledge  Allows us to “connect the dots”  Answers “why should I care?” and “what do I do?”  Turns information into relevant & applicable knowledge
  • 7. WHY SHOULD TECHNICAL COMMUNICATORS CARE? It’s what we do: Turn information into relevant & applicable knowledge Proof in tech comm principles & methods:  Know your audience! … so documentation is relevant to reader  Task-oriented documentation …so documentation is applicable in situation
  • 8. HOW MEANING WORKS IN COMMUNICATION Omits meaning!  Shannon & Weaver (1949) – process theory
  • 9. HOW MEANING WORKS IN COMMUNICATION Communication:  Production and exchange of meanings…  … by people interacting with messages…  … in cultural contexts.  Fiske (1990) – semiotics
  • 10. HOW MEANING WORKS IN COMMUNICATION Message: “Signs” Conventions: “Codes” Sender Receiver Media: “Channels” Culture: “Context”  Fiske (1990) – semiotics
  • 11. HOW MEANING WORKS IN COMMUNICATION Semiotics Tech Comm diagnoses problems offers solutions Represent “stuff” Definitions clarify with Message: “Signs” arbitrarily images and glossaries Include or exclude Language standards Conventions: “Codes” social or ethnic groups ensure accessibility Allow or restrict Social media invite Media: “Channels” feedback collaboration
  • 12. WHY DOES MEANING FAIL IN TECH COMM?  Aren’t message, conventions, and media clear?  There is no meaning but the one created by the reader. > TC: Sometimes “meaningless”  Each individual situation is a new beginning, another page one. > TC: FAQs rarely work  von Foerster (1949ff.) – radical constructivism
  • 13. HOW WE CREATE MEANING We combine our current situation… … with past experience… … by matching mental models.  Semi-consciously selected, incomplete images  What (we think) we understand of the world  Shape how we face the world  What (we think) our options are  How we try to solve problems  How confident we are in what we do
  • 14. HOW WE CREATE MEANING
  • 15. HOW WE CREATE MEANING
  • 16. HOW WE CREATE MEANING Image credit: jwarletta
  • 17. HOW WE CREATE MEANING
  • 18. HOW WE CREATE MEANING Mental models  Flexible and adaptable, within limits  Support meaningful knowledge  How we approach a task  How we react to a problem  How we look for help  Inert, uncontrollable
  • 19. HOW WE CREATE MEANING Mental models  Flexible and adaptable, within limits  Support meaningful knowledge  How we approach a task  How we react to a problem  How we look for help  Inert, uncontrollable  In tech comm: Designer vs. user  Norman (1988)
  • 20. WHY WE CREATE MEANING We are addicted to meaning!  Conspiracy theories  Pop lyrics, “mondegreens”  Logos  Janoff (1977) Image credit: Marcin Wichary
  • 21. WHY WE CREATE MEANING We are addicted to meaning!  Because we want to understand and do stuff: What does this mean? How does this work?  Because we seek order: How does this hang together? How to connect the dots?
  • 22. WHAT IS MEANINGFUL USER ASSISTANCE? 1. Relevant to user, applicable to stituation 2. Or a way ahead, a workaround 3. Or an explanation 4. Or understanding and sympathy
  • 23. HOW TO CREATE MEANINGFUL USER ASSISTANCE 1. Understand how we create meaning 2. Adjust to mental models of users  Observe user behaviour  Offer several paths: Tasks and roles/personas  Serve inertia 3. Apply minimalism  Assist users in connecting the dots  Focus on process and outcome, not product  Encourage skills and experimentation
  • 24. FURTHER READING AND SOURCES 1. DIKW Pyramid 2. Shannon & Weaver’s process theory (1949) 3. Fiske on semiotics (1990) (chapters 3 & 4) 4. von Foerster on radical constructivism (interviews in German) 5. Mental models  in user interfaces  Norman: The Design of Everyday Things (1988) 6. Mondegreens in pop lyrics 7. Creating meaning in Phil Collins’s “In the Air Tonight” 8. Janoff, designing the Apple logo (1977) 9. Carroll on minimalism (1998), (esp. chapter 2)
  • 25. THANK YOU! KEEP IN TOUCH! @techwriterkai kaiweber.wordpress.com