Robert Desprez Communications

Tripane help and PDF files: past their prime?

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Web­Help gives me flash­backs from the 1990s. A client of mine recent­ly looked at a Web­Help project and said it was not “sexy enough.” I had a hard time disagreeing.

Tri­pane help is like the K‑car (I know, I am dat­ing myself here): reli­able but a rel­ic of anoth­er decade. The table of con­tents and skin look like they belong in a museum.

Not the most attrac­tive vehi­cle every made. But it was reliable.

 

I sub­se­quent­ly cre­at­ed a ver­sion of brows­er-based Adobe AIR help.  It’s much more mod­ern look­ing. But it’s still fun­da­men­tal­ly an old tech­nol­o­gy and par­a­digm. Sure, there’s the sleek exte­ri­or and the more mod­ern pre­sen­ta­tion of the con­tent but there’s still the tried-and-true ves­tiges: the table of con­tents, index (if you still cre­ate one), search, and con­tent in the right-hand pane.

Oth­er writ­ers have cri­tiqued the tri­pane online help too. Tech­ni­cal com­mu­ni­ca­tor and blog­ger Tom John­son wrote in his blog:

“Although you can tweak its styles here and there, you can’t make tri­pane help look like a reg­u­lar web­site. It just doesn’t fit in with any­thing on the web that you find post-2005. The more we move into the future of the web, the greater the divide grows between tech comm and inter­ac­tion design. That divide wor­ries me. When peo­ple see a tri­pane help site open up, it imme­di­ate­ly sig­nals a sense of outdatedness.”

Ben Min­son, anoth­er tech­ni­cal com­mu­ni­ca­tor, wrote a blog entry about why he does not like tri­pane help. 

Oth­er than the out­dat­ed look, my main issue with tri­pane help is that there are ver­sions of it that do not play well with iPads, iPhones, and most smartphones—all of the devices that one could argue are the future of com­put­ing. When I ran Web­Help on an iPad and iPhone, it was almost too slow to be con­sid­ered usable.

PDF files

PDFs are anoth­er old-style tech­nol­o­gy that writ­ers still churn out (myself includ­ed). I don’t think PDFs are quite yet on life-sup­port but I am inter­est­ed in explor­ing alter­na­tives. I plan to attend Bob Boiko’s talk about “Life after PDF” at the upcom­ing Writ­er­sUA con­fer­ence in March 2013.

Cre­at­ing PDFs is a snap for authors. But when the doc­u­ments are long, they risk being mono­lith­ic and unwieldy for users. For instance, imag­ine hav­ing to read a 50- or 100-page PDF on a smart­phone or even tablet. Painful.

To be fair here, help author­ing ven­dors have inno­vat­ed. We can cre­ate EPUB files, “mobile friend­ly” ver­sions of help, and HTML5 files. But the endur­ing pop­u­lar­i­ty of old tech­nolo­gies like tri­pane help and PDFs makes me won­der whether it’s time to ditch the famil­iar par­a­digms and embrace new­er tech­nolo­gies that look like they belong in this century.

How RoboHelp’s search could be better

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Almost every­one on the Inter­net uses search. A study by Pew Inter­net last year found that 92 per­cent of adults who are online use search engines to find infor­ma­tion on the Web.

I can­not imag­ine life with­out search. When I have a prob­lem with some­thing I own, such as a DVD play­er, I might look up the prob­lem in the print­ed user guide (if I still have it!), go to the manufacturer’s web site, or just type the name and mod­el of the DVD play­er in Google’s search field. From my expe­ri­ence, Google often pro­vides results that are as use­ful as the manufacturer’s sup­port web site.

Users still search for help even on the iPad, which is fre­quent­ly her­ald­ed as “so intu­itive.”  On the iPhone, I fre­quent­ly use its search fea­ture as I try to find an elu­sive email.

Two weeks ago, I attend­ed an Adobe webi­nar called “Using new Robo­Help 10 fea­tures to make con­tent more search­able.” This blog post gives my impres­sions of RoboHelp’s search engine.

External content search is a welcome addition

Adobe intro­duced exter­nal con­tent search in Robo­Help. This fea­ture enables you to define the key­words that users might type in the Search field and then direct them to an exter­nal web site. For exam­ple, you can set up your help so that when a user types “sup­port web site” in the Search field, the search engine dis­plays an exter­nal URL that you specify.

In the fol­low­ing screen cap­ture, in the Search Terms field, I’ve spec­i­fied the terms “sup­port, ACME sup­port, tech­ni­cal sup­port.” In the help, if a user types one or more of these terms, Robo­Help dis­plays the ACME sup­port web site.

Anoth­er nice fea­ture is that you can define these terms and then export them to oth­er Robo­Help projects, if needed.

How RoboHelp’s search could be better

RoboHelp’s search could be bet­ter by dis­play­ing key­words in the Search engine field.

When you type spe­cif­ic key­words in Google’s search field, the web site dis­plays a list of sug­gest­ed terms as you type the query. This solu­tion helps users because they may type terms incor­rect­ly or may not even be sure how to phrase their queries in a search field. Google dis­plays sug­gest­ed terms and dis­plays rel­e­vant web sites before I even fin­ish typing.

In Robo­Help, users are unfor­tu­nate­ly left on their own when it comes to craft­ing a good search.

Faceted search

Anoth­er wel­come addi­tion would be faceted search. Com­pa­nies, such as Dell, have used this tech­nique for some time. On Dell’s web site you can search for a lap­top or desk­top com­put­er. Alter­na­tive­ly, you can use the fil­ters to help you search by prod­uct cat­e­go­ry, proces­sor, screen size, weight, and so on.

For users, this helps stream­line their choic­es. In an online help sys­tem, users could use faceted search to dis­play con­tent by top­ic type (con­cepts, pro­ce­dures, trou­bleshoot­ing con­tent, files with attach­ments or embed­ded movies, and so on).

“Faceted nav­i­ga­tion is arguable the most sig­nif­i­cant search inno­va­tion in the past decade,” write Peter Morville and Jef­fery Cal­len­der in their book Search Pat­terns.“…Faceted nav­i­ga­tion is being rapid­ly deployed across an impres­sive­ly wide vari­ety of con­texts and plat­forms.” I don’t see why it can­not be deployed in a Help Author­ing Tool either.

[pullquote]“Faceted nav­i­ga­tion is arguable the most sig­nif­i­cant search inno­va­tion in the past decade…Faceted nav­i­ga­tion is being rapid­ly deployed across an impres­sive­ly wide vari­ety of con­texts and platforms.”[/pullquote]

SEO functionality for RoboHelp

If you end up post­ing your online help project to a pub­lic serv­er so it can be indexed by Google, Robo­Help’s search may not add much value.

Giv­en that more peo­ple may be using Google’s search to find your con­tent instead of RoboHelp’s own search engine, I think Adobe should con­sid­er some sort of Search Engine Opti­miza­tion func­tion­al­i­ty. For exam­ple, it would be nice to see a fea­ture that enables you to adjust key­words, meta­da­ta, and link­ing in your help project so that your con­tent is opti­mized for Google’s search. See my relat­ed blog entry about prepar­ing your online help for pub­lic use.

Do you agree? Could RoboHelp’s search be bet­ter? If so, how?

 

HTML5 or EPUB: What is best for technical documentation?

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When you cre­ate doc­u­men­ta­tion for tablets or smart­phones, should you cre­ate an EPUB file or an HTML5 file?  As usu­al, it depends on your audience.

What is an EPUB file and how does it differ from HTML5?

An EPUB doc­u­ment is an XML file that is zipped file with the .epub exten­sion. You cre­ate EPUB files using Microsoft Word, Adobe InDe­sign, and help author­ing tools such as Mad­Cap Flare and Adobe Robo­Help. This enables users to read the file in Adobe Dig­i­tal Edi­tions, or iBooks, Apple’s free e‑reader for iOS.

HTML5 is not soft­ware that has to be installed but rather a new ver­sion of HTML that appears in your brows­er. It’s a work in progress. Safari and Chrome pro­vide good sup­port for HTML5 where­as Inter­net Explor­er has been slow to sup­port it.

Why would you create an EPUB file?

The main advan­tage of an EPUB file is that is changes the flow of the text, based on the device you have. If your users are view­ing your con­tent on an iPhone, the pre­sen­ta­tion of the con­tent appears dif­fer­ent­ly than if it is viewed on a PC or an iPad. For exam­ple, see the fol­low­ing two screen shots:

EPUB file shown on an iPad
EPUB file shown on an iPad
EPUB on an iPhone
EPUB on an iPhone

With EPUB files, you can also choose the fixed lay­out option as well. Fixed lay­out EPUB files are per­fect for cook­books, illus­trat­ed books, and some text­books. With the fixed lay­out func­tion­al­i­ty you can embed fonts, choose par­tic­u­lar text sizes, and pre­cise­ly posi­tion images. Basi­cal­ly, fixed lay­out options give con­tent cre­ators greater con­trol over the pre­sen­ta­tion of a doc­u­ment. For the tech­ni­cal details of a fixed lay­out option for EPUB, see the Fixed Lay­out Doc­u­ment sec­tion of the Inter­na­tion­al Dig­i­tal Pub­lish­ing Forum web site.

One dis­ad­van­tage of an EPUB file is that it may require your users to install soft­ware such as iBooks, which is not pre-installed on iPads or iPhones.

Why would you create an HTML5 file?

You prob­a­bly want to con­sid­er cre­at­ing an HTML5 file when your users are run­ning browsers (such as Safari or Chrome) that sup­port it. If you are con­fi­dent that your users are using one of these browsers, it’s eas­i­er for them to view your work. There is no extra app to install.

Anoth­er advan­tage of HTML5 is that if your user assis­tance is avail­able in a brows­er, any revi­sions to the con­tent will imme­di­ate­ly be seen by your users. With an EPUB file, there’s the addi­tion­al work of cre­at­ing the lat­est EPUB file and dis­trib­ut­ing it again to your users.

HTML5 also sup­ports offline support—meaning that you can view the con­tent when you have an Inter­net con­nec­tion, your brows­er caches the con­tent, and then you can view the same con­tent when you are offline. This may be per­fect for users who need user assis­tance but do not have a reli­able net­work connection.

Other Resources

* What is EPUB 3? by Matt Gar­rish ( a free O’Reil­ly book).

* Eliz­a­beth Castro’s book EPUB Straight to the Point. 

* Test your brows­er for HTML5 sup­port

*A free online book: Dive into HTML5 by Mark Pilgrim.

Generating iPad content using RoboHelp 10

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Robo­Help 10 makes it much eas­i­er to gen­er­ate EPUB files, the most wide­ly accept­ed file for­mat for e‑books. EPUB files can be read on an array of devices includ­ing the iPad, iPhone, and smart­phones run­ning on Android.

What is an EPUB file?

An EPUB doc­u­ment is a zip file with the .epub exten­sion. You cre­ate EPUB files using Microsoft Word, Adobe InDe­sign, and help author­ing tools such as Mad­cap Flare and Adobe Robo­Help. This blog entry explains the major steps of cre­at­ing EPUB files using Robo­Help 10, which was released this summer.

Advantages of EPUB

* Easy to pro­duce. Cre­at­ing EPUB files are easy to pro­duce with new­er author­ing tools.

* EPUB con­tent reflows. In Eliz­a­beth Cas­tro’s book EPUB Straight to the Point, she writes: “If you’re read­ing it (an EPUB file) on an iPhone, the width of the page is a fair bit small­er than if you’re read­ing it on an iPad, or on some oth­er read­er. The beau­ty of EPUB is that it flows the text to fit what­ev­er screen it’s on.” In con­trast, the pre­sen­ta­tion of a PDF file stays large­ly sta­t­ic, regard­less if you’re using a PC, a Mac, an iPhone, or an iPad.

* Can be viewed offline. Once you down­load a EPUB file, you can view it with­out an Inter­net connection.

Disadvantages of EPUB

* Nav­i­ga­tion is not ide­al. The EPUB file for­mat sup­ports a table of con­tents at the start of the EPUB file. But if you’re want­i­ng to skim the table of con­tents, you need to jump to the front of the doc­u­ment. A tra­di­tion­al online help sys­tem always dis­plays the table of con­tents, mak­ing it easy to jump to anoth­er topic.

* Best suit­ed to lin­ear read­ing. The EPUB file for­mat is fine for tra­di­tion­al books in which you read lin­ear­ly. Users of tech­ni­cal doc­u­ments do not read this way. They skip from top­ic to top­ic in an effort to find the answers they need.

* Extra app required. iBooks, Apple’s e‑reader app, is not pre-installed on the iPad. Users first need to down­load the free app before they can read EPUB files. Not a huge deal but it is anoth­er step for users.

Writing EPUB content in RoboHelp

I assume that you are famil­iar with Robo­Help so I don’t try to explain every option and con­cept in the soft­ware. I focus on what’s new in Robo­Help 10 and how it can eas­i­ly cre­ate EPUB files.

Step 1: Write your content in RoboHelp

Write your doc­u­men­ta­tion in Robo­Help as you nor­mal­ly would.

Step 2: Generate your content as an EPUB format

  1. In the Sin­gle Source Lay­outs sec­tion, dou­ble-click eBook.

Step 3: Select your options

General section
  1. In the eBook Set­tings dia­log box, click Gen­er­al.
  2. In the eBook For­mats sec­tion, select the EPUB 3 check box. You can also gen­er­ate an out­put file that is com­pat­i­ble with the Kindle.
  3. If need­ed, make changes to your out­put fold­er and file name.
  4. In the Options sec­tion, you may want to select the Val­i­date EPUB 3 Out­put check box. An open source tool called epub­check val­i­dates your EPUB file.

Content section
  1. In the eBook Set­tings dia­log box, click Con­tent.
  2. In the Table of Con­tents drop-down list, select the table of con­tents that you cre­at­ed in RoboHelp.
  3. In the Index and Glos­sary drop-down lists, select an index and glos­sary if you set them up in RoboHelp.
  4. In the Con­di­tion­al Build Expres­sion sec­tion, change your con­di­tion­al text set­tings if need­ed. With con­di­tion­al text, you can tag cer­tain sec­tions of your con­tent for dif­fer­ent audi­ences or deliverables.
Meta Information section
  1. In the eBook Set­tings dia­log box, click Meta Infor­ma­tion.
  2. In the Title box, type the name of the EPUB file.
  3. In the Author(s) box, type the name of the author. This may be your name or the name of your department.
  4. In the Publisher(s) box, type your com­pa­ny’s name.
  5. In the Descrip­tion box, type a sen­tence or two that pro­vides a good sum­ma­ry of your document.
  6. In the Cov­er Image sec­tion, select the image you’d like to be on the cov­er on your EPUB file.
  7. Click Save and Generate.

Step 4: Download Adobe Digital Editions

Adobe Dig­i­tal Edi­tions free soft­ware offers a way to view and man­age EPUB files and oth­er dig­i­tal pub­li­ca­tions. I think of it as soft­ware to quick­ly test your gen­er­at­ed file before trans­fer­ring the file to an iPad.

This step is option­al but could save you time if you intend to gen­er­ate mul­ti­ple EPUB files. When Robo­Help fin­ish­es gen­er­at­ing the file and you click View Result, you can imme­di­ate­ly view your EPUB file in Adobe Dig­i­tal Editions.

If there’s a prob­lem with the file, you can fix the issue and then quick­ly regen­er­ate the content.

Step 5: Transfer the file to an iPad

After you have gen­er­at­ed the con­tent, Robo­Help cre­ates the EPUB file in a fold­er that you specified.

To syn­chro­nize the file to an iPad, ensure you have iTunes installed on your com­put­er. In addi­tion, you need to install iBooks, a free e‑reader on your iPad.

  1. Con­nect your iPad to your computer.
  2. In iTunes, click the Sum­ma­ry but­ton and select the Man­u­al­ly man­age music and videos check box.
  3. Locate the gen­er­at­ed EPUB file on your computer.
  4. Drag it to your device in iTunes.

iTunes syn­chro­nizes the file to your iPad.

Step 6: View the file in iBooks

  1. Open iBooks.
  2. In the Library in iBooks, tap the file you just transferred.
    The EPUB file appears. Here is an exam­ple of an EPUB file that is dis­play­ing in iBooks.

If you want to know more about EPUB files, check out Eliz­a­beth Cas­tro’s book EPUB Straight to the Point. 

Are we facing a “skills gap” in Information Technology?

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What new skills have you learned on your own time in the last six months?

If you’re like many IT peo­ple, you may be defer­ring to your boss when it comes to career devel­op­ment. Per­haps your com­pa­ny is ready to imple­ment a new Share­Point site and you’ve been immersed in that project for the last six months. Great. But have you been keep­ing your eye on indus­try trends on what skills are emerg­ing and those that are wan­ing? I sus­pect most peo­ple work­ing it IT would say “no.”

The June 4th edi­tion of Com­put­er­World mag­a­zine argues that com­pa­nies have lots of job open­ings but there are still many IT work­ers who are strug­gling to land jobs. The rea­son? A skills gap. The jobs are there but work­ers’ skills are not.

Todd Wein­man, a recruiter quot­ed in the arti­cle, said: “You can’t rely on a com­pa­ny for your growth and train­ing anymore…Except for a few enlight­ened com­pa­nies, if they’re train­ing you at all, they’re train­ing you for what they need, not nec­es­sar­i­ly train­ing for what you need to devel­op your tech­ni­cal skills over the long run.”

Employ­ers are clam­or­ing for can­di­dates with exper­tise in mobile app devel­op­ment, cloud com­put­ing, and busi­ness ana­lyt­ics, accord­ing to the arti­cle. But employ­ees may be tired of the self-devel­op­ment treadmill—especially if they are work­ing more than 50 hours per week.

Accord­ing to the arti­cle, here are some sug­ges­tions for thriv­ing in IT in the com­ing years:

* Cre­ate your own train­ing plan. Accord­ing a recent arti­cle pub­lished by the Har­vard Busi­ness Review, set aside a few hours each week on career development.

* Pur­sue train­ing and cer­ti­fi­ca­tions on your own time and at your expense. On a relat­ed note, I recent­ly read a book called the Six Fun­da­men­tals of Suc­cess by Stu­art R. Levine. Levine writes: “Take con­trol of your con­tin­u­ing edu­ca­tion and per­son­al growth.  Every six months, give your­self spe­cif­ic learn­ing goals…Too often peo­ple wait for their boss to tell them what skills they need. This is a stun­ning abdi­ca­tion of responsibility.”

* Devel­op soft skills, like com­mu­ni­ca­tion.

* Iden­ti­fy dif­fer­ent class­es of skills. Which tech­nolo­gies are emerg­ing, main­stream, and or lega­cy? Does your cur­rent exper­tise have a long future ahead of it? If not, what cer­ti­fi­ca­tions and train­ing do you need?

Here’s my take on it. I’ve worked about 15 years in IT and work­ers who enjoy learn­ing and are moti­vat­ed to learn appear to do bet­ter in the work­place. In con­trast, those employ­ees who decide to go on “career cruise con­trol” become vul­ner­a­ble dur­ing lay­offs because their skills are per­ceived to be “rusty.”

Obvi­ous advice? Per­haps. But many work­ers don’t seem to fol­low it. What do you think about this issue?

Check out the Com­put­er­World arti­cle.

 

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About Me

Robert Desprez I have worked as a Vancouver technical writer for more than 20 years, working at Kodak, Boeing, Teck Resources, and FortisBC. In addition, I have worked as a writing instructor at Simon Fraser University in Vancouver.

Contact Me

Robert Desprez Com­mu­ni­ca­tions Inc.
North Van­cou­ver, British Columbia
Canada
Phone: 604–836-4290