東華大學圖書館 |

Re-Contextualizing Audiences : = New Conceptualizations of User Interactions in Product Documentation Spaces.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Re-Contextualizing Audiences :/
其他題名:	New Conceptualizations of User Interactions in Product Documentation Spaces.
作者:	Ranade, Nupoor.
面頁冊數:	1 online resource (117 pages)
附註:	Source: Dissertations Abstracts International, Volume: 83-05, Section: A.
Contained By:	Dissertations Abstracts International83-05A.
標題:	Internet. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=28688482click for full text (PQDT)
ISBN:	9798544204855

Re-Contextualizing Audiences : = New Conceptualizations of User Interactions in Product Documentation Spaces.
Ranade, Nupoor.

Re-Contextualizing Audiences :New Conceptualizations of User Interactions in Product Documentation Spaces. - 1 online resource (117 pages)

Source: Dissertations Abstracts International, Volume: 83-05, Section: A.

Thesis (Ph.D.)--North Carolina State University, 2021.

Includes bibliographical references

RANADE, NUPOOR. Re-contextualizing Audiences: New Conceptualizations of User Interactions in Product Documentation Spaces. (Under the direction of Dr. Jason Swarts.) The goal of this dissertation is to re - contextualize the ways in which technical communicators learn about audiences in product documentation spaces, especially in the software industry. Tech- nical writers write help content that users use to solve their problems. To do so, writers first conduct an audience analysis to know who the users are and how they access the content. While interacting with content, users sometimes become content (and data) producers. The content created by them can provide writers with users' behavioral insights, characteristics, and information on the methods that they use to access content. So far, limited research has been conducted on analyzing content produced by users. This dissertation describes how users' interactions create content, what can we learn about users from analyzing that content, and how does such an analysis change the roles of technical communicators. These concerns are condensed into two main research questions: 1) How can we learn about users from implicit interactions with content? 2) How does analyzing content created by audiences impact the role of technical communicators? The research was conducted in two stages. First, 19 practitioners from 13 different organizations across the US were interviewed to collect inputs on product documentation spaces where users in- teractions led to content creation. Three out of the 13 spaces found, were picked for further analysis. The first case study was a pull request on GitHub where a user edited the documentation to add few new lines of content which, within a few days and with few interactions with the corresponding or- ganizations' stakeholders, were merged with the public facing product documentation content. The second case consisted of a study on data analytics where users' interactions were tracked through 3 different tools - Google Analytics, Pendo, and Salesforce. The third case study involved a user's task of reporting a product documentation issue on GitHub. Each case study was viewed as an actor-network. In the second stage of the research, the Actor Network Theory (ANT) approach was used to analyze each case study to trace the process of how users' interactions destabilize heteroge- neous product documentation networks, and how technical communicators can stabilize them by assuming roles, undertaking responsibilities, and performing negotiations with stakeholders and other actors. The two important findings of this project revealed through the case study analyses are that 1) (Implicit) Audience interactions reveal audience needs 2) Technical communicators can benefit from interdisciplinary skill sets to play multiple roles such as the software tester, moderator, data analyst, etc. to create and maintain effective product documentation spaces. A significant contribution to the field is a generalized methodological framework, Planning-Implementation-Testing, which can be used to conduct audience analysis for studies outside of the case studies mentioned in this dissertation. The limitations of this project stem from using user data ethically leading to privacy and surveillance concerns. Future research will look at such concerns more closely.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2023

Mode of access: World Wide Web

ISBN: 9798544204855Subjects--Topical Terms:

527226
Internet.
Index Terms--Genre/Form:

542853
Electronic books.

Re-Contextualizing Audiences : = New Conceptualizations of User Interactions in Product Documentation Spaces.
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520 $a RANADE, NUPOOR. Re-contextualizing Audiences: New Conceptualizations of User Interactions in Product Documentation Spaces. (Under the direction of Dr. Jason Swarts.) The goal of this dissertation is to re - contextualize the ways in which technical communicators learn about audiences in product documentation spaces, especially in the software industry. Tech- nical writers write help content that users use to solve their problems. To do so, writers first conduct an audience analysis to know who the users are and how they access the content. While interacting with content, users sometimes become content (and data) producers. The content created by them can provide writers with users' behavioral insights, characteristics, and information on the methods that they use to access content. So far, limited research has been conducted on analyzing content produced by users. This dissertation describes how users' interactions create content, what can we learn about users from analyzing that content, and how does such an analysis change the roles of technical communicators. These concerns are condensed into two main research questions: 1) How can we learn about users from implicit interactions with content? 2) How does analyzing content created by audiences impact the role of technical communicators? The research was conducted in two stages. First, 19 practitioners from 13 different organizations across the US were interviewed to collect inputs on product documentation spaces where users in- teractions led to content creation. Three out of the 13 spaces found, were picked for further analysis. The first case study was a pull request on GitHub where a user edited the documentation to add few new lines of content which, within a few days and with few interactions with the corresponding or- ganizations' stakeholders, were merged with the public facing product documentation content. The second case consisted of a study on data analytics where users' interactions were tracked through 3 different tools - Google Analytics, Pendo, and Salesforce. The third case study involved a user's task of reporting a product documentation issue on GitHub. Each case study was viewed as an actor-network. In the second stage of the research, the Actor Network Theory (ANT) approach was used to analyze each case study to trace the process of how users' interactions destabilize heteroge- neous product documentation networks, and how technical communicators can stabilize them by assuming roles, undertaking responsibilities, and performing negotiations with stakeholders and other actors. The two important findings of this project revealed through the case study analyses are that 1) (Implicit) Audience interactions reveal audience needs 2) Technical communicators can benefit from interdisciplinary skill sets to play multiple roles such as the software tester, moderator, data analyst, etc. to create and maintain effective product documentation spaces. A significant contribution to the field is a generalized methodological framework, Planning-Implementation-Testing, which can be used to conduct audience analysis for studies outside of the case studies mentioned in this dissertation. The limitations of this project stem from using user data ethically leading to privacy and surveillance concerns. Future research will look at such concerns more closely.
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