Technical Writer

Our workplace is undergoing major staff transitions at present. A lot of experienced people are moving on and trying to pass on their knowledge in a hurry. A few of them have done so by creating videos—they’re mostly screen captures with voice-overs created in something like Camtasia or Captivate.

I mentioned one series recently, where the developer had created videos that ranged from half an hour to an hour and a half.  Based on the knowledge handover work plan, by the time this person has transitioned this particular piece of knowledge, we’ll have 12 hours of .avi files and 18 videos.

Each video uses the same piece of software—which this developer wrote—to complete different transactions.  Some fields in the different transactions are the same, others are different. If the developer has already covered a field in a previous video session, he omits explaining it in following sessions.  (Which is a good thing really, because otherwise we’d have 30 hours of videos.) Interspersed with instructions on how to carry out each transaction is general knowledge about each of them. This man knows his product. He knows his transactions, and he’s passed a lot of it on.

This is very specialised knowledge.  Vital for a small number of people in the company to know, but not really interest to others.

They’re very rough at present. He just sat down and talked while he worked through the scenario, so they include comments like “Oops, that didn’t work, did it. Let’s try it this way,” and repetitions, and lots of thought trains started but not completed. They’re also very badly taped. He has a 22″ monitor, which was set at the highest resolution. I can’t even see the full video on my screen. I have to scroll.

I can make some excellent on-line documentation out of what he has given us, but to do that I would take his voice-overs, tidy it up, reorganise it into something logical, and re-shoot the screen-captures.  It would take me at least a solid month of work and then five, maybe six people would use it once, and then dip into it occasionally for information they can’t remember.

Given the small audience, how much work should I do to tidy these videos up? Is it worth a month of my time when I can spend that time documenting something that more people can use.

This is important information, but where does the effort to fix it cross the line where it’s not worth it to do?

If I don’t fix it, how much work should I do to make it at least useable?

Here’s what I know:

• No-one at work, not even those who have suddenly become the subject matter experts for this area, is going to sit through 12 hours of videos. I have already asked them if they are prepared to do so, and they have said they won’t
• .avi files are not searchable. Yes, I can include metadata, but all those little snippets of useful knowledge about the product that are hidden in the videos will remain hidden unless I can put it into a searchable format. (I tried third-party voice-to-text software but it was hopeless in this particular case, and we didn’t have the developer any more to train the software)

At present I am thinking that what I might do is:

1) Create .MP3 files from the videos and make them available alongside the .avi files. 

Users listen to these podcasts in the background while they are work on other things.  Obviously, you lose something not seeing the screencast, but given that each transaction uses the same set of screens you would have a fair idea of what is happening. It’s also a way to assimilate all those hints and tips that are general to the topic, rather than to the screens.

2) Transcribe the podcasts onto paper

This is a big job, but at least it makes the content of the video searchable. This means that a user looking for specific information on that particular topic at least has a chance of finding it.

If I include times the user can then open the video if necessary and go direct to the part where the topic is covered.

3) Split the videos

Optionally, I could also split the videos into sections, so that if a user wants to access a specific section of the video they can get to it more quickly.

Outside of that, I’m still considering what else I can do to make the information more accessible without wasting too much time on little-used information.

Last Modified : August 29th, 2008
Filed under : Tech Writer
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