Knowing your audience, their needs and use cases is key, not only when writing documentation, but also when designing its topic structure, navigation structure and taxonomies. That’s the insight around 50 participants came to at the end of the “Bake your taxonomy” workshop which Chris Atherton and I facilitated at the first day of TCUK13 in Bristol.
The insight itself is not revolutionary, of course, but it gave attendees a chance to try out content modelling and card sorting first-hand and consider alternative designs and difficult decisions that go into structuring documentation just right.
Explaining taxonomies and content models
Chris and I started the 3-hour workshop with a 30-minute presentation:
Organically grown content often develops into a mess of good, bad and ugly content with little or no discernible structure. An information architecture that was designed by central oversight and with a guiding higher principle might resemble a cathedral – but the organically grown reality more often resembles a bazaar.
Both models have their drawbacks: The cathedral might be out of touch with what users need to do and know in their daily lives. The bazaar supplies that better – but it’s much harder to navigate, unless you know it really well.
Enter taxonomies, which are hierarchical classification systems. Just as children and veterinarians use different systems to distinguish and classify animals, so users and we who write for them can distinguish different topic types and structures and different ways to navigate topics according to their needs and use cases.
Exercises: “Bring out the scissors!”
Then we formed 12 groups of approx. 4 and set off on a couple of exercises:
- Content modelling. Take a documentation set (in our example a user manual for a handheld audio recorder) and develop topic types and content models for users, their needs and use cases. Then re-chunk the manual into new topics according to topics types and users.
- Card sorting. Take the topics and find the best sequence and hierarchy for them. Also consider the documentation format such as print, online, etc., and topic re-use opportunities between different formats and use cases.
After the first exercise, we had a short roundup of the different approaches and results of the groups and a short break, before we embarked on the second exercise.
As it turns out, it’s really difficult to separate between content modelling (structuring within topics) and card sorting (structuring of topics). And in many cases there might be few benefits to separate those tasks. However, if you do the content model first and in isolation, you might have a more stable content model that lends itself to more than the structure you’ve used to pour it into.
To sum up, it was a very lively workshop with many good discussions – mostly within the groups of four, but also in the roundups when we collected approaches and insights. Chris and I thoroughly enjoyed it and learned a lot about what a diverse bunch not only tech comm audiences, but also we as practitioners can be.
If you’ve attended the sessions or want if to know more about what happened and how, feel free to leave a comment.