Mental Telepathy

2010-03-30

When Jim Campbell and I presented Mallard at the WritersUA conference last week, we wanted to show off how easily you could drop a page into a directory and have it picked up by the dynamic linking system. So Jim created a help page for the (sadly fictitious) “Mental Telepathy” plugin for Empathy. We could just drag it into a folder and restart Yelp, and people would ooh and aah.

This page is too good not to share, so here’s a screenshot:

I hope to see this feature ready by 3.0.

I attended the WritersUA conference this week. This is a major event for people who work on user assistance. Unfortunately, it’s usually full of commercial types, with no representation from the free software world. Jim Campbell and I decided to go show off Mallard and let people know about all the cool things happening in open source documentation.

It was interesting to me to see the cultural differences between commercial UA efforts and the communities of volunteers that I’m used to. I can’t tell you how many times I heard the phrase “business case”. I don’t make business cases. I help users. With some very notable exceptions, most of the people there seemed to want to do their jobs and go home. They’re not interested in looking at new technologies unless it’s something they can buy.

Here’s a few highlights of the things I attended:

Developing Documentation for Open Source Environments

Joe ‘Zonker’ Brockmeier gave a presentation about documentation in open source projects. My head-nodding muscles got tired by the end of the talk. I didn’t take away any great insights, but it was nice to hear that the sorts of challenges we face in GNOME are faced by other teams as well.

Joe presents very well, and I think he did a good job of explaining things to an audience of non-open-source people. I hope some of the audience walked away with a better appreciation of the challenges we face and the innovative solutions we come up with as a result.

Joe also pulled me up to give a quick introduction to Mallard during his presentation. I think that went over pretty well. There were a lot of audience questions, so people are interested.

Accessibility Table

The WritersUA conference has topic-oriented tables for lunch. There are signs on each table giving a discussion topic, and you sit at a table for a topic that interests you. There were a few that interested me, but I decided to sit at the accessibility table.

Alone. There was nobody else there. But I decided to sit there anyway, as a sign of support and solidarity for something I think is very important. Halfway through my lunch, I was finally joined by a guy from Microsoft. That was an interesting conversation.

Mallard Showcase

Jim and I presented Mallard in the peer showcase. There were 23 tables, each showing off some technology, technique, or experience. We got very positive reactions from everybody that came to the table, and a lot of really good questions and ideas.

Unfortunately, most people didn’t come to our table. I think they weren’t interested in a technology showcase that didn’t directly affect their jobs. I understand that their employers are expecting them to come back with a list of recommendations and vendors, and we didn’t fit into that. But exploring new ideas, whether immediately relevant or not, just seems natural to me. It’s what you do when you’re passionate about something.

I also got a really nice compliment during the showcase. One of the attendees who is an expert on readable page layouts said the presentation in Yelp was really good. She liked the subtle use of colors and icons to set off parts of the page without being overbearing. She did call it “a bit unorthodox”, but she liked it. I’m OK with being unorthodox, as long as users are happy.

Turning Search into Find

Matthew Ellison gave a great presentation about how users find information, and how we can improve our search systems to better match what they want. He pointed to a study that showed that search is actually a less effective way of finding information, but that it’s what users prefer to do anyway.

He started off talking about Google’s “suggest” feature, where it shows a list of suggestions as you type in the search field. He thought this was a great feature, and that help systems should do it. I agreed. Fortunately, I had my laptop and emacs close at hand, so I spent the remainder of the talk adding auto-completion on page titles and descriptions to Yelp. Obligatory screenshot:

He also talked about narrowing search results with “facets”. This is a fancy term for the types of selection criteria you often see on shopping sites. An online shoe store, for instance, might allow you to specify size, color, and style, and narrow your results based on that. He suggested using this in help. You could narrow your results based on audience (system administrator) or type of page (troubleshooting, task, overview). This is probably overkill for most application help, but it’s an interesting idea to pursue for larger documents. It could be useful, for example, for the next-generation HIG.

Closing Session

The closing session was a panel of four professionals who gave predictions on various topics. One of the predictions was that we’ll see more help built into applications, using unobtrusive popup help. She said they just needed the tool vendors to make it easy for them. Funny, I was working on a framework for doing exactly that in GTK+ just last month. And I’m planning on talking about it at GUADEC. We don’t wait for vendors. We write our own destiny.

Another panelist suggested that documentation will be increasingly machine translated. While it might not give excellent results, the results may be good enough to justify the savings. She also said that you have no quality control with “crowdsourcing” your translations.

We know better. While proprietary software companies have to make business cases to justify the costs of translating into six languages, we get communities of enthusiastic users translating our software into over 80 languages. And we know how to prevent it from being anarchy. I’ve said before that I believe that GNOME has the best translation teams in the world. I’d lay down money that our translations would meet or excede the quality of those from a proprietary company if sent to an independant reviewer.

In fact, difficulties with translations was a common topic at the conference. A lot of companies are still struggling with managing translations when documents get updated. This is a solved problem to me. Somebody from Transifex or any of the other awesome open source translation tools needs to go next year to show these people what they’re missing.

Next Year

As for me, I’m planning on attending next year and continuing to bridge the gap. We have a lot of really awesome tools and ideas that other people don’t know about. And they have real-world experience, often with real data, that we could learn from.

The conference organizer, Joe Welinski, offered to help me co-host an open source event at next year’s WritersUA. I’m seriously considering running the OpenSourceUA conference the weekend leading into WritersUA. Hopefully at least a few of the WritersUA attendees will be interested enough to come a day or two early. There are no firm plans yet, but I’ll keep people posted.

Yelp and PackageKit

2010-03-17

Mallard was designed from the beginning to make it easy for plugins to add pages into application help documents. This works really well in a lot of cases, but sometimes you want to mention extra functionality even when the plugin isn’t installed. And sometimes, extra functionality is provided by plugins to backend frameworks. A GStreamer plugin isn’t going to install Banshee help files, and a Telepathy plugin isn’t going to install Empathy help files.

So we have pages in the Empathy help that talk about using IRC. To use IRC in Empathy, you have to have telepathy-idle installed, and it turns out that some distros don’t install it by default. If the help just blindly assumes it’s installed, it just leaves the user confused. So we addressed this by adding a note like this:

This is somewhat helpful. The user at least knows why all those IRC options aren’t showing up. If he’s savvy, he’ll open his package manager and be chatting in no time. If not, he at least has something to Google for. But why not make it easier?

Click the link and you get this:

This is not a mockup. This is yelp-3-0. And it rocks.

I posted before about the magic search+location entry I’m working on for Yelp. The general goal is to reduce Yelp’s interface to the smallest number of elements possible. The drop-down is very terse, though, and doesn’t give you a lot of information.

One of the things I really like about Mallard guide pages is that they present topics to you with more verbose text descriptions. This allows readers to scan titles quickly, while still letting them check the description for assurance before committing to a click. I wanted to bring that to the location dropdown.

Another problem is that the search entries in the dropdown gave no indication of where they’re searching. For 3.0, we want to have searches be per-document by default, with a link to search the entire help system instead. This would give you two entries in your history that look exactly alike, but return different search results.

So I played around with using two-line entries in the drop-down. For normal page entries, this is the same title and description you would see if it were on a guide page. For search entries, you see the search terms and where it’s searching.

Obligatory screenshot:

Mallard and SVG

2010-03-08

I just wrote a short tutorial on how to embed SVG in Mallard. Because Mallard is designed well, you can easily mix other XML vocabularies into it. That means that simple SVG in Mallard wasn’t a good enough challenge. So I made it so that embedded SVG can use Mallard’s linking mechanism. With a bit more work, we could probably even dynamically generate text labels in SVG from Mallard page titles. And that could be the framework for some nice charts and diagrams.