Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552612
J. Hackos, A. Elser, M. Hammar
Customer partnering is a method of analyzing user needs in which a company works closely with its customers to design products that better meet their needs. The process is somewhat akin to using contextual inquiry and focus groups, but it provides much more detail about how the company can meet customers' needs and it involves the customer much more deeply in the design process. Rather than devoting one or two days to a site visit or a few hours to an interview or focus group session, company researchers engage customers in a series of working sessions over a period of weeks or months. This extended engagement allows both company researchers and customers to consider issues introduced at each new session in the context of perspectives developed in previous sessions.
{"title":"Customer partnering: a new approach to needs analysis","authors":"J. Hackos, A. Elser, M. Hammar","doi":"10.1109/IPCC.1996.552612","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552612","url":null,"abstract":"Customer partnering is a method of analyzing user needs in which a company works closely with its customers to design products that better meet their needs. The process is somewhat akin to using contextual inquiry and focus groups, but it provides much more detail about how the company can meet customers' needs and it involves the customer much more deeply in the design process. Rather than devoting one or two days to a site visit or a few hours to an interview or focus group session, company researchers engage customers in a series of working sessions over a period of weeks or months. This extended engagement allows both company researchers and customers to consider issues introduced at each new session in the context of perspectives developed in previous sessions.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126174398","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552588
L. Moretto
Technical communicators need to be skilled with the latest presentation tools and equipment in order to convey a professional and confident image to their audiences. This is particularly important when the audience is technical, for example engineers or computer scientists. However, presenters need to control the technology and not let the technology control the presentation. All of the oral presentation skills which apply to previous presentations are still essential. When using an LCD panel, there are a few additional considerations regarding color motion, and delivery. The paper discusses how to select your equipment, how to develop your slides and how to effectively present your information using the new LCD technology.
{"title":"Staying on track with communication technology-making effective presentations using an LCD panel","authors":"L. Moretto","doi":"10.1109/IPCC.1996.552588","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552588","url":null,"abstract":"Technical communicators need to be skilled with the latest presentation tools and equipment in order to convey a professional and confident image to their audiences. This is particularly important when the audience is technical, for example engineers or computer scientists. However, presenters need to control the technology and not let the technology control the presentation. All of the oral presentation skills which apply to previous presentations are still essential. When using an LCD panel, there are a few additional considerations regarding color motion, and delivery. The paper discusses how to select your equipment, how to develop your slides and how to effectively present your information using the new LCD technology.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122677029","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552600
C. Geisler, R. Grice, D. Hans, R. Krull, E. See
Because of the rapid changes in the computer industry, technical communicators who provide computer-based information require a whole new set of skills-skills that were not even dreamed of a few decades ago. The paper describes a partnership between an industrial corporation and a university to develop an education program to help industrial technical communicators obtain the knowledge of and skills in design of human-computer interaction that they will need to do their jobs in the coming years.
{"title":"Rensselaer's Certificate Program in human-computer interaction: a model for the future","authors":"C. Geisler, R. Grice, D. Hans, R. Krull, E. See","doi":"10.1109/IPCC.1996.552600","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552600","url":null,"abstract":"Because of the rapid changes in the computer industry, technical communicators who provide computer-based information require a whole new set of skills-skills that were not even dreamed of a few decades ago. The paper describes a partnership between an industrial corporation and a university to develop an education program to help industrial technical communicators obtain the knowledge of and skills in design of human-computer interaction that they will need to do their jobs in the coming years.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"214 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123359532","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552582
N.D. Garrison
Our publications process starts with one set of files that we convert into different formats and publish in different media (paper, CD-ROM and the Web). Planners of such projects must address these issues: the CD-ROM reader to display the files, the hardware and software tools used in each phase of the project, the extent of hyperlinking and the tools to insert the links, graphical formats, platforms targeted by the CD, whether to publish PDF or HTML files on the Web, and HTML conversion tools. Careful planning can result in a publications process that is coherent, efficient, time-saving and cost-effective.
{"title":"Publishing a document set simultaneously on paper, CD-ROM, and the Web","authors":"N.D. Garrison","doi":"10.1109/IPCC.1996.552582","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552582","url":null,"abstract":"Our publications process starts with one set of files that we convert into different formats and publish in different media (paper, CD-ROM and the Web). Planners of such projects must address these issues: the CD-ROM reader to display the files, the hardware and software tools used in each phase of the project, the extent of hyperlinking and the tools to insert the links, graphical formats, platforms targeted by the CD, whether to publish PDF or HTML files on the Web, and HTML conversion tools. Careful planning can result in a publications process that is coherent, efficient, time-saving and cost-effective.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126364492","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552591
P. R. Seesing
The explosion of interest in the Internet in general and the World-Wide Web (WWW) in particular has focussed business attention on electronic publishing. In the frenzied rush to jump on our Web surfboards, let us not forget that communication was the reason for creation of the Internet, and effective communication requires the right tools, thoughtful planning, verbal and graphic skills, audience awareness, and a certain degree of business acumen. There are 3 major aspects of creating multimedia hypertext pages for the WWW: (1) the process of creating an electronic document; (2) the syntax of the Hypertext Markup Language (HTML) that links the text images, and sound; (3) the communication and business issues involved in Web publishing. The paper deals primarily with the first and third aspects. HTML is an application of Standard Generalized Markup Language (SGML) that is used to create Web pages. The command set is small, the syntax is simple and consistent, and the documents that you can build with it offer a good degree of flexibility in content and presentation. HTML syntax is exhaustively covered in a variety of books on the topic. However, these books tend to gloss over the physical process of creating and publishing a document on the Web-particularly when it comes to hardware and software requirements for creating pictures and multimedia. They also tend to understate the business risks involved in world wide dissemination of information.
{"title":"Electronic publication on the World-Wide Web: the process and the pitfalls","authors":"P. R. Seesing","doi":"10.1109/IPCC.1996.552591","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552591","url":null,"abstract":"The explosion of interest in the Internet in general and the World-Wide Web (WWW) in particular has focussed business attention on electronic publishing. In the frenzied rush to jump on our Web surfboards, let us not forget that communication was the reason for creation of the Internet, and effective communication requires the right tools, thoughtful planning, verbal and graphic skills, audience awareness, and a certain degree of business acumen. There are 3 major aspects of creating multimedia hypertext pages for the WWW: (1) the process of creating an electronic document; (2) the syntax of the Hypertext Markup Language (HTML) that links the text images, and sound; (3) the communication and business issues involved in Web publishing. The paper deals primarily with the first and third aspects. HTML is an application of Standard Generalized Markup Language (SGML) that is used to create Web pages. The command set is small, the syntax is simple and consistent, and the documents that you can build with it offer a good degree of flexibility in content and presentation. HTML syntax is exhaustively covered in a variety of books on the topic. However, these books tend to gloss over the physical process of creating and publishing a document on the Web-particularly when it comes to hardware and software requirements for creating pictures and multimedia. They also tend to understate the business risks involved in world wide dissemination of information.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"46 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133780514","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552705
C. Reimold
The paper considers four techniques for communicating with difficult people: connect the best in you with the best in the other; listen in the right way; ask questions instead of opposing; and pause before you respond. These techniques have to be applied quickly and with the right attitude.
{"title":"Four strategies for communicating with difficult people","authors":"C. Reimold","doi":"10.1109/IPCC.1996.552705","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552705","url":null,"abstract":"The paper considers four techniques for communicating with difficult people: connect the best in you with the best in the other; listen in the right way; ask questions instead of opposing; and pause before you respond. These techniques have to be applied quickly and with the right attitude.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"120 1 Suppl 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128488644","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552599
A. Surray, R. Lavoie
The paper examines a project conducted within Northern Telecom Limited (Nortel) Department X754 (located in Ottawa Canada), designed to provide customized end-user documentation. The authors investigate two technologies: hyperlink paths in Adobe Acrobat portable document format (pdf) documents, and structured-document processing using SoftQuad's helper application PanoramaPRO. The methodology includes: conducting field research on end-user information requirements, creating hyperlink paths in documents; and defining elements and attributes for structured-document information. With each prototype, users are able to select and view information customized for their needs.
{"title":"Using technology to tailor electronic information to users","authors":"A. Surray, R. Lavoie","doi":"10.1109/IPCC.1996.552599","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552599","url":null,"abstract":"The paper examines a project conducted within Northern Telecom Limited (Nortel) Department X754 (located in Ottawa Canada), designed to provide customized end-user documentation. The authors investigate two technologies: hyperlink paths in Adobe Acrobat portable document format (pdf) documents, and structured-document processing using SoftQuad's helper application PanoramaPRO. The methodology includes: conducting field research on end-user information requirements, creating hyperlink paths in documents; and defining elements and attributes for structured-document information. With each prototype, users are able to select and view information customized for their needs.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127560797","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552581
M. Baker, C. Miksik
The document has been the culturally dominant form of communication for centuries, but it is the artifact of the specific characteristics of the technologies of paper and printing. Despite their dominance, documents do not serve users well. They are bulky, static, over-generalized and slow to change. The new electronic media offers the opportunity to create superior information products, but only if we throw away everything we were taught about writing documents.
{"title":"The document is dead","authors":"M. Baker, C. Miksik","doi":"10.1109/IPCC.1996.552581","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552581","url":null,"abstract":"The document has been the culturally dominant form of communication for centuries, but it is the artifact of the specific characteristics of the technologies of paper and printing. Despite their dominance, documents do not serve users well. They are bulky, static, over-generalized and slow to change. The new electronic media offers the opportunity to create superior information products, but only if we throw away everything we were taught about writing documents.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125831705","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552595
D. Zimmerman, M.L. Muraski, M. Palmquist
We report on our preliminary analysis of a quasi-experiment designed to assess students' reactions to HTML and Windows-based multimedia software, their computer expertise, and their demographic characteristics. Students found the HTML and multimedia modules comparable in legibility of text, quality of writing, ease of navigation, and ease of recovering their orientation if they felt lost. Overall students reported that the HTML module was easier to use, more enjoyable, and more satisfying than the multimedia module. Students, mostly university juniors and seniors, brought substantial computer experience to the project and they reported a wide range of computer skills. Most students exhibited low computer anxiety.
{"title":"A comparative analysis of HTML and Windows-based multimedia software-an exploratory study","authors":"D. Zimmerman, M.L. Muraski, M. Palmquist","doi":"10.1109/IPCC.1996.552595","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552595","url":null,"abstract":"We report on our preliminary analysis of a quasi-experiment designed to assess students' reactions to HTML and Windows-based multimedia software, their computer expertise, and their demographic characteristics. Students found the HTML and multimedia modules comparable in legibility of text, quality of writing, ease of navigation, and ease of recovering their orientation if they felt lost. Overall students reported that the HTML module was easier to use, more enjoyable, and more satisfying than the multimedia module. Students, mostly university juniors and seniors, brought substantial computer experience to the project and they reported a wide range of computer skills. Most students exhibited low computer anxiety.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"96 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125985167","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1996-09-18DOI: 10.1109/IPCC.1996.552706
V. Sharma, S. Koritala
We present the practical lessons gleaned from managing a remote workgroup that is fully distributed. Info-India's coordinators are dispersed all over the globe, with its activities being conducted and coordinated exclusively via the Internet. After briefly discussing the structure of Info-India, we focus on how it functions as a distributed workgroup. Using Info-India as a case study, we demonstrate how the structure and communication of a distributed organization can be geared to support the achievement of its goals. Our experience shows that the success of such an enterprise depends on an intelligently chosen, flexible organizational structure, which, in keeping with the fluid, non-hierarchical culture of the Internet, must emphasize a functional organizational hierarchy as opposed to the more conventional pyramidal organizational hierarchy. The lessons learnt from this exercise, we believe, provide valuable insights about effective communication strategies at a time when conventional modes of communication are undergoing rapid transformation, and also highlight techniques that will be useful for running "officeless" organizations of the future.
{"title":"Can distributed workgroups work without tears? Lessons learnt from coordinating a dispersed organization","authors":"V. Sharma, S. Koritala","doi":"10.1109/IPCC.1996.552706","DOIUrl":"https://doi.org/10.1109/IPCC.1996.552706","url":null,"abstract":"We present the practical lessons gleaned from managing a remote workgroup that is fully distributed. Info-India's coordinators are dispersed all over the globe, with its activities being conducted and coordinated exclusively via the Internet. After briefly discussing the structure of Info-India, we focus on how it functions as a distributed workgroup. Using Info-India as a case study, we demonstrate how the structure and communication of a distributed organization can be geared to support the achievement of its goals. Our experience shows that the success of such an enterprise depends on an intelligently chosen, flexible organizational structure, which, in keeping with the fluid, non-hierarchical culture of the Internet, must emphasize a functional organizational hierarchy as opposed to the more conventional pyramidal organizational hierarchy. The lessons learnt from this exercise, we believe, provide valuable insights about effective communication strategies at a time when conventional modes of communication are undergoing rapid transformation, and also highlight techniques that will be useful for running \"officeless\" organizations of the future.","PeriodicalId":375251,"journal":{"name":"IPCC 96: Communication on the Fast Track. IPCC 96 Proceedings","volume":"47 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1996-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124271394","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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