Earlier, I promised to post my notes from talks I attended at the 2014 STC Summit. This talk, by Alan Houser, was probably the most impactful of the Summit for me. The tl;dr version is simply this: Find out what your customers value, and spend your time doing that.
Below is a lightly edited version of the notes I took during the session. The content of the talk is copyright Mr. Hauser, and any errors are mine.
- get out of the building
- minimum viable product
How much of what we do truly provides value to the customer?
- org structure
- office politics
- legacy file formats
- can i find it?
- does it help me?
Can we, based on data, adjust what we do?
“We’ve always done it this way”.
- budget cuts
- reduction in force
Don’t Do That.
- word count of doc set
- average word count of headings?
- readability score?
- percentage of reuse?
- customer views/topic
- number of unique words
- things that don’t provide customer value
- waste time, money, resources, focus
- (some orgs try to do too much)
- let’s document this corner case
- let’s adjust this formatting
- let’s deliver a CHM file
Are you continually asking: How does this provide value?
Do you pivot when your process is not aligned with customer value?
Rocky Balboa did two things in the story:
1. Transformed himself
2. Massively Exceeded Expectations
1. learn something new
2. try something different
3. talk to customers
4. measure something you haven’t before