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Michele Marques

Video tutorials

Posted by Michele Marques Employee Feb 22, 2010

- By Michele Marques, Lead Information Developer, ITSM


Recently, I was given access to the site statistics for my blog. Because I rarely receive comments, I wanted to see how many people are visiting my blog - and also get clues as to what brings you here, and where do you go next.I notice that some of you are finding my blog entries when you use a search engine - but the information might actually exist somewhere else in the BMC Communities or web site. Going forward, mixed in with my regular musings about new directions in technical communications, I'll include some sign-post entries, to help people find what they're searching for.


Someone found my blog when searching for BMC Remedy video tutorials. That's pretty cool, because as I mentioned in a recent post, videos are a new direction for documentation.


Video tutorials

If you're specifically looking for video tutorials, you might be interested in the following videos:


Additional videos and podcasts

Although perhaps not at the same detail level as a tutorial, you might be interested in the following videos and podcasts:

The postings in this blog are my own and don't nessarily represent BMC's opinion or position.

- By Michele Marques, Lead Information Developer, ITSM


One of you readers asked (by email), "What is the definition of documentation?"


Dictionary definition provides a few definitions. The first two have to do with evidence to substantiate claims. If you're not working on technical communications, this might be the sort of documentation that you produce at work - documenting work performed as you resolve incidents, investigate problems, and complete other tasks.


Their third definition states:

manuals, listings, diagrams, and other hard- or soft-copy written and graphic materials that describe the use, operation, maintenance, or design of software or hardware

This definition is more in line with what I produce as a technical communicator.


Traditional documentation

Traditionally, documentation has included manuals (printed and PDF) and help systems.  As I've mentioned before, I like manuals. I've entered a BMC Remedy IT Service Management Suite manual in the Society for Technical Communications competition and won a merit award.


What about new directions?

But just because we're used to producing manuals and help systems doesn't mean that this is still the best way. Personally, when I get a new car or phone, I spend time going through the manuals - I want to learn about all the features. But when I get stuck, I'll turn to forms, Google search, and Youtube videos.


Can documentation be delivered in social media?

A couple of years ago, I asked whether facebook could influence technical communication. This past week, I attended a session at Social Media Week about navigating user-generated content. Personally, I think that finding a way to integrate user-generated content with documentation is a great idea. Sure, we technical communicators understand how the product is supposed to work. But users can tell us about the challenges they face and how they're using the product.


Forums and blogs provide an opportunity to interact, but is this really documentation? I could blog about software license management, But if you're trying to learn more about using this features of BMC Remedy Asset Management, are you likely to turn to my blog? Perhaps if you turn to a search engine and pull up my entries.


Videos are available from many sources. Everyone's familiarity with  YouTube. BMC provides videos on BMCtv. Both the community and BMC provide videos here on the BMC Developers Network.  Are they documentation? The video BMC Atrium Core 7.5.00: Taking Your Data Into Production End to End received a comment from one user, "This is the best, most helpful doc I have seen on Atrium Core." When do you turn to video?



Wikis prodivde organized information. With the acquisition of Tideway, BMC Atrium Discovery documentation is now available on a wiki.


Firefox provides a wiki-like knowledge baseby allowing users to edit articles. I like the front page, which guides you to search, popular articles, and a section for new users. Do you have a favorite wiki or support site?

The postings in this blog are my own and don't nessarily represent BMC's opinion or position.

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