1. Lily Song CSCF User Support Group Nov. 8, 2012

2. When Staff is Away Ask staff members Documentation

3. “Reliability at least requires reliable hardware, reliable software, and ready expertise to correct problems should they arise.” Source :

4. “Reliability is fundamental.” Source :

5. Our Reputation “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently. ” -- Warren Buffett

6. Why Not Enough Documentation Gets Written

7. Delegating technical writing frees up time for professional development. Source :

8. Documentation Process 1) Interview: 8 technical things to know 2) Interview: help me flesh out the details 4) Apply documentation standards 3) First draft https://cs.uwaterloo.ca/twiki/view/CF/DocumentationStandardsSurvey

9. Data Visualization

10. Documentation Process 1) Interview: 8 technical things to know 2) Interview: help me flesh out the details 5) Have another techie try it out 4) Apply documentation standards 3) First draft https://cs.uwaterloo.ca/twiki/view/CF/DocumentationStandardsSurvey

11. Questions or Comments?

12. Recap Survey results: we need more documentation. Reliability is crucial to our service quality to our reputation Time for professional development Let’s start creating documentation.

14. Works Cited http://www.google.ca/imgres?q=computer+customer+service&um=1&hl=en&sa=G&biw=1344&bih=759&tbm=isch&tbnid=EWJKlWBRGNEid M:&imgrefurl=http://fishercreativeconsulting.com/services/personal- technologist/&docid=1TY4zQSrCiHicM&imgurl=http://fishercreativeconsulting.com/wp-content/uploads/2012/02/Tech-Support- Shirt.jpg&w=440&h=371&ei=JMeWUI- tPMef2QWL_YDoAw&zoom=1&iact=rc&dur=248&sig=108136185164307334345&page=1&tbnh=131&tbnw=133&start=0&ndsp=20&ved=1t:429,r:14,s:0,i:111&tx=72&ty=57 http://www.google.ca/imgres?q=computer+customer+service&um=1&hl=en&sa=G&biw=1344&bih=759&tbm=isch&tbnid=EWJKlWBRGNEid M:&imgrefurl=http://fishercreativeconsulting.com/services/personal- technologist/&docid=1TY4zQSrCiHicM&imgurl=http://fishercreativeconsulting.com/wp-content/uploads/2012/02/Tech-Support- Shirt.jpg&w=440&h=371&ei=JMeWUI- tPMef2QWL_YDoAw&zoom=1&iact=rc&dur=248&sig=108136185164307334345&page=1&tbnh=131&tbnw=133&start=0&ndsp=20&ved=1t:429,r:14,s:0,i:111&tx=72&ty=57 http://images.google.ca/imgres?q=documentation&hl=en&biw=852&bih=700&tbm=isch&tbnid=1fKOiLJ11mY- aM:&imgrefurl=http://www.vuidesign.net/making-documentation- useful.htm&docid=VNzGr1NrcCewPM&imgurl=http://www.vuidesign.net/wp-content/images/documentation.jpg&w=1280&h=853&ei=w- uXUPnHB4OfyAH7hIDQBQ&zoom=1&iact=hc&vpx=447&vpy=194&dur=4380&hovh=184&hovw=276&tx=115&ty=92&sig=1081361851643073343 45&page=1&tbnh=140&tbnw=224&start=0&ndsp=12&ved=1t:429,r:1,s:0,i:135 http://images.google.ca/imgres?q=documentation&hl=en&biw=852&bih=700&tbm=isch&tbnid=1fKOiLJ11mY- aM:&imgrefurl=http://www.vuidesign.net/making-documentation- useful.htm&docid=VNzGr1NrcCewPM&imgurl=http://www.vuidesign.net/wp-content/images/documentation.jpg&w=1280&h=853&ei=w- uXUPnHB4OfyAH7hIDQBQ&zoom=1&iact=hc&vpx=447&vpy=194&dur=4380&hovh=184&hovw=276&tx=115&ty=92&sig=1081361851643073343 45&page=1&tbnh=140&tbnw=224&start=0&ndsp=12&ved=1t:429,r:1,s:0,i:135 http://images.google.ca/imgres?q=documentation&hl=en&biw=1344&bih=759&tbm=isch&tbnid=1fKOiLJ11mY- aM:&imgrefurl=http://www.vuidesign.net/making-documentation- useful.htm&docid=VNzGr1NrcCewPM&imgurl=http://www.vuidesign.net/wp- content/images/documentation.jpg&w=1280&h=853&ei=hn6aUJXtDoO9yQHo4YGoAQ&zoom=1&iact=rc&dur=371&sig=10813618516430733434 5&page=1&tbnh=139&tbnw=264&start=0&ndsp=26&ved=1t:429,r:1,s:0,i:135&tx=105&ty=38 http://images.google.ca/imgres?q=documentation&hl=en&biw=1344&bih=759&tbm=isch&tbnid=1fKOiLJ11mY- aM:&imgrefurl=http://www.vuidesign.net/making-documentation- useful.htm&docid=VNzGr1NrcCewPM&imgurl=http://www.vuidesign.net/wp- content/images/documentation.jpg&w=1280&h=853&ei=hn6aUJXtDoO9yQHo4YGoAQ&zoom=1&iact=rc&dur=371&sig=10813618516430733434 5&page=1&tbnh=139&tbnw=264&start=0&ndsp=26&ved=1t:429,r:1,s:0,i:135&tx=105&ty=38 http://images.google.ca/imgres?q=happy+customer&hl=en&biw=1344&bih=759&tbm=isch&tbnid=ePlfAZPhCGK9eM:&imgrefurl=http://www.launchanswersnow.com/productlaunchblog/product-launching/product-launching-with-event-based- marketing/&docid=8rXz6oOsolEhoM&imgurl=http://www.launchanswersnow.com/productlaunchblog/wp-content/uploads/2010/09/happy- customer.jpg&w=300&h=199&ei=qX6aUMrwOYG3ygHgp4DgAw&zoom=1&iact=rc&dur=263&sig=108136185164307334345&page=2&tbnh=151&t bnw=229&start=29&ndsp=33&ved=1t:429,r:22,s:20,i:261&tx=164&ty=68 http://images.google.ca/imgres?q=happy+customer&hl=en&biw=1344&bih=759&tbm=isch&tbnid=ePlfAZPhCGK9eM:&imgrefurl=http://www.launchanswersnow.com/productlaunchblog/product-launching/product-launching-with-event-based- marketing/&docid=8rXz6oOsolEhoM&imgurl=http://www.launchanswersnow.com/productlaunchblog/wp-content/uploads/2010/09/happy- customer.jpg&w=300&h=199&ei=qX6aUMrwOYG3ygHgp4DgAw&zoom=1&iact=rc&dur=263&sig=108136185164307334345&page=2&tbnh=151&t bnw=229&start=29&ndsp=33&ved=1t:429,r:22,s:20,i:261&tx=164&ty=68 http://images.google.ca/imgres?q=happy+customer+computer&hl=en&biw=1344&bih=759&tbm=isch&tbnid=f5w_YUOIytrIrM:&imgrefurl=ht tp://www.nemodesigns.com/blog/nemo-designs-now-offers-office-365- 2/&docid=P840oYnFZEDn6M&imgurl=http://missionviejolife.org/wp-content/uploads/2012/04/happy-kid-at- computer.jpg&w=430&h=311&ei=v36aUJLyGKP8yAHar4GQCQ&zoom=1&iact=hc&vpx=405&vpy=154&dur=43&hovh=192&hovw=264&tx=171&t y=124&sig=108136185164307334345&page=1&tbnh=141&tbnw=196&start=0&ndsp=26&ved=1t:429,r:1,s:0,i:69 http://images.google.ca/imgres?q=happy+customer+computer&hl=en&biw=1344&bih=759&tbm=isch&tbnid=f5w_YUOIytrIrM:&imgrefurl=ht tp://www.nemodesigns.com/blog/nemo-designs-now-offers-office-365- 2/&docid=P840oYnFZEDn6M&imgurl=http://missionviejolife.org/wp-content/uploads/2012/04/happy-kid-at- computer.jpg&w=430&h=311&ei=v36aUJLyGKP8yAHar4GQCQ&zoom=1&iact=hc&vpx=405&vpy=154&dur=43&hovh=192&hovw=264&tx=171&t y=124&sig=108136185164307334345&page=1&tbnh=141&tbnw=196&start=0&ndsp=26&ved=1t:429,r:1,s:0,i:69

15. Works Cited http://images.google.ca/imgres?q=too+little+time&hl=en&biw=1344&bih=759&tbm=isch&tbnid=y- eGqsn0TWbI3M:&imgrefurl=http://notesfromtheintern.wordpress.com/category/work-2/applying-for- jobs/&docid=SJxsFY5rWk7xrM&imgurl=http://notesfromtheintern.files.wordpress.com/2011/02/too-much-to-do-too-little- time.jpg&w=507&h=338&ei=EuyXUKDPI8O- yQGZ64C4BA&zoom=1&iact=hc&vpx=204&vpy=162&dur=2865&hovh=184&hovw=276&tx=232&ty=104&sig=108136185164307334345&page=1&tb nh=148&tbnw=243&start=0&ndsp=24&ved=1t:429,r:0,s:0,i:66 http://images.google.ca/imgres?q=too+little+time&hl=en&biw=1344&bih=759&tbm=isch&tbnid=y- eGqsn0TWbI3M:&imgrefurl=http://notesfromtheintern.wordpress.com/category/work-2/applying-for- jobs/&docid=SJxsFY5rWk7xrM&imgurl=http://notesfromtheintern.files.wordpress.com/2011/02/too-much-to-do-too-little- time.jpg&w=507&h=338&ei=EuyXUKDPI8O- yQGZ64C4BA&zoom=1&iact=hc&vpx=204&vpy=162&dur=2865&hovh=184&hovw=276&tx=232&ty=104&sig=108136185164307334345&page=1&tb nh=148&tbnw=243&start=0&ndsp=24&ved=1t:429,r:0,s:0,i:66 http://images.google.ca/imgres?q=clark+kent+superman+transformation&hl=en&biw=852&bih=700&tbm=isch&tbnid=u6suIEDguKlswM:&i mgrefurl=http://www.retrojunk.com/content/article/7026/index/&docid=0oCRG0RJoRmnyM&imgurl=http://image.retrojunk.com/e73_dbd7 904a74.jpg&w=400&h=300&ei=Xn- aUM2wM4POyAGa1YGoBg&zoom=1&iact=hc&vpx=370&vpy=154&dur=225&hovh=156&hovw=207&tx=182&ty=103&sig=108136185164307334345 &page=1&tbnh=128&tbnw=167&start=0&ndsp=26&ved=1t:429,r:1,s:0,i:69 http://images.google.ca/imgres?q=clark+kent+superman+transformation&hl=en&biw=852&bih=700&tbm=isch&tbnid=u6suIEDguKlswM:&i mgrefurl=http://www.retrojunk.com/content/article/7026/index/&docid=0oCRG0RJoRmnyM&imgurl=http://image.retrojunk.com/e73_dbd7 904a74.jpg&w=400&h=300&ei=Xn- aUM2wM4POyAGa1YGoBg&zoom=1&iact=hc&vpx=370&vpy=154&dur=225&hovh=156&hovw=207&tx=182&ty=103&sig=108136185164307334345 &page=1&tbnh=128&tbnw=167&start=0&ndsp=26&ved=1t:429,r:1,s:0,i:69 http://images.google.ca/imgres?q=tech+support+superman&hl=en&biw=1344&bih=759&tbm=isch&tbnid=55z6Em06pOfVUM:&imgrefurl=ht tp://www.merchantcircle.com/business/Tech.Support.Inc.540-629- 7504/picture/view/2638662&docid=iRwgdUW7Zf2ILM&imgurl=http://media.merchantcircle.com/32852180/tech%252520support%252520su perman%252520person%252520photo_full.jpeg&w=300&h=252&ei=d3- aULmzKeeSyQGHnYG4BA&zoom=1&iact=rc&dur=165&sig=108136185164307334345&page=1&tbnh=144&tbnw=172&start=0&ndsp=24&ved=1t:4 29,r:0,s:0,i:66&tx=124&ty=89 http://images.google.ca/imgres?q=tech+support+superman&hl=en&biw=1344&bih=759&tbm=isch&tbnid=55z6Em06pOfVUM:&imgrefurl=ht tp://www.merchantcircle.com/business/Tech.Support.Inc.540-629- 7504/picture/view/2638662&docid=iRwgdUW7Zf2ILM&imgurl=http://media.merchantcircle.com/32852180/tech%252520support%252520su perman%252520person%252520photo_full.jpeg&w=300&h=252&ei=d3- aULmzKeeSyQGHnYG4BA&zoom=1&iact=rc&dur=165&sig=108136185164307334345&page=1&tbnh=144&tbnw=172&start=0&ndsp=24&ved=1t:4 29,r:0,s:0,i:66&tx=124&ty=89 http://www.brainyquote.com/quotes/authors/w/warren_buffett.html https://cs.uwaterloo.ca/cscf/decisions/principles https://cs.uwaterloo.ca/twiki/view/CF/StaffStuff