Tag Archives: what I do

My Technical Writing

WinOnCD Documentation

User comment from CNet on WinOnCD 5 (US release, November 2002): “I definitely am not a techy and I had no problems. The reason is because I carefully read the manual. The manual is detailed. It took a number of hours to digest. There is a learning curve, but after some practice everything worked as described.”

“…Roxio’s excellent online help is friendly and logical…” – Review of WinOnCD 6 in PC World (UK), February, 2003.

Kudos from Long Ago

Manual for Easy-CD Pro, reviewed in InfoWorld, June 6, 1994:

“We generally don’t expect documentation to be better than the program it describes, but in the case of Easy-CD Pro, it is. Even though the product design is inconsistent, the 100-page manual does a great job of explaining the product from a functional point of view. It is cleanly printed, well indexed, and conceptually informative… On-line help is beautifully organized and cross-indexed, and context sensitive almost everywhere.”

How I Became an Italian Journalist

Soon after we moved to Italy in December, 1990, I read an article in Italia Publishers, a magazine about desktop publishing, in which the writer described his difficulties in finding a font for Hindi. Although he had never been to India, he had been studying the language in Milan for fun, and wanted to write the world’s first Hindi-Italian dictionary. “Well,” I thought, “I’m one of the few people in the world qualified to help him: I speak Hindi and Italian, and I know a lot about desktop publishing.” So I wrote him a letter, care of the magazine, proposing to collaborate on the project.

After a few weeks, the writer called me. The dictionary project had never taken off; he couldn’t find a publisher. “But the magazine editor wants to speak with you,” he said. There was a shortage of journalists who could write about computers, and they were willing to try me out. My first piece was a small review of a piece of Macintosh software, I don’t remember the name, it was an organizer/calendar with “personalities” that would talk to you. The editor of Applicando, then the leading Italian Mac magazine, liked this piece, and more work flowed in from him and other magazines in the same publishing stable.

Another early piece was about “The Manhole,” kids’ software for the Macintosh which was more a world to explore than a game. We tested it on Rossella, then only two years old, who had no trouble picking up the concepts of the mouse and pointer. The review included a photo of her in front of the Mac, intent on the screen, with the mouse in one hand and her bottle in the other. NB: The guys who did “The Manhole” later on went on to do Myst.

The writing didn’t pay well, but there were perks. I got to go to Edinburgh on a junket paid by Aldus (the company that created PageMaker desktop publishing software). All I had to do was write an article about their new product announcements. I helped pay a couple of trips to Boston by writing articles about the Seybold Conference, to which I got free entrance as an accredited journalist (though I was badly snubbed by a “real” computer journalist I had idolized, Denise Caruso). And I got into the Microsoft CD-ROM Conference in San Jose the same way; by then, Fabrizio and I were going to the conference for other reasons as well.

One of the CD-ROM conferences I attended took place in the “porno year.” This was when conference organizers in the US finally decided to admit that pornography was a driving force in software and CD-ROM publishing (as it would later be for the Internet), and to allow the porn merchants to attend on almost the same footing as other publishers. There was a whole floor devoted to porn at the big Comdex show in Las Vegas, but I didn’t go to that. The situation at the CD-ROM conference was funny. The pornies had a section of the floor to themselves, carefully draped off with black curtains. There was also a conference session on pornography, held at 9:00 in the evening, well apart from every other session.

Fabrizio was amused by all this. His first big foray into CD-ROM publishing had been “The CD-ROM Unabashed History of Photographic Erotica,” co-edited with a photo archive in Milan, which he had tried to advertise at the conference several years before. He’d been forced to take down his posters, but word got around anyway – back in Milan, Microsoft ordered two copies for somebody high up in the company.

I looked at some of the porno stuff at the conference, brought back lots of samples, and wrote a wry, amused piece about the American reaction to it all. Nino, the magazine editor, was thrilled to include pictures of the products: “Finally, we have tits – just like Panorama and L’Espresso!” (Two Italian news weeklies which often find ways to work naked women into their covers.)

My article also reported on the results of a “test” I had run at the office, where I got the engineering staff and my husband to watch a porn movie on CD with me. The engineers were intrigued by the fact that the disc was “hybrid” – it would run on both Macintosh and PC systems, a technological trick which the porn publishers pioneered. Everyone commented wisely on the jerkiness of the video, although, given the subject matter, perhaps some jerkiness was to be expected.

The American press had noticed the sudden “legitimization” of digital porn, and had a lot to say about it. Stephen Levy, author of “Hackers,” published in MacWorld an interview with a young porn CD publisher, which I happened to read while on a visit to the US.

Levy asked the publisher what his parents thought of his business. “My dad’s okay with it, but my mom’s not too thrilled,” was the reply. “Well, so-and-so,” concluded Levy sententiously, “you should have listened to your mother.” I was infuriated by Levy’s condescending tone towards his interviewee, especially in light of “Hackers,” where he notes that many computer geeks are lonely young men unable to get dates. It seems to me that digital porn is a sevice to those guys.

Not having a computer available, I scrawled off a furious note in my terrible handwriting, and sent it to MacWorld. Months later, at the SMAU computer show in Milan, I ran into a magazine editor I knew. “Hey, I saw your piece in MacWorld!” he said excitedly. They had published the letter, but since I was not a regular reader of MacWorld I hadn’t noticed. I’ll have to go dig that up someday to remember what exactly I wrote to Stephen Levy. I don’t know whether he ever replied.

About the Newsletter

[My] newsletter began shortly after I resigned from Roxio, the software company, in July, 2001. At the time I was the editor of two email newsletters (one for Windows, one for Macintosh) with a combined list of 180,000 subscribers, intended to help people to get the most out of their software. I used to write all the material myself (except for the Macintosh software, which I didn’t know well enough); later, when I got busier with the many other parts of my job, I hired outside writers for the feature articles. But there was something from me in every edition, and my signature was at the bottom every time. The return address was my personal email, so when people replied, they immediately reached a real person. This was an important feature, which Roxio has abandoned since my departure.

Because I took this personal approach, I knew that I couldn’t leave without saying goodbye to the subscribers. I included a farewell message in my final newsletter, giving my new website address and private email.

Within two days, I got about 400 messages of thanks, condolence, and farewell (one woman assumed that Roxio had fired me, and furiously offered to complain to the company’s president). A few dozen of those messages included lines like: “Whatever you write in future, I want to read it.” This was a great morale-booster, at a time when I badly needed one. Someone specifically suggested that I start a new newsletter. So I did, and invited all those kind people who had written me to join it. And they did. So the original group of subscribers were mostly people I had never met, who knew me only through my software newsletters. I have since pestered friends and relatives to sign up, and they have graciously done so.

I originally expected to keep writing about technology, something I knew my original subscribers enjoyed reading from me. But I found that I was too burned out to think that hard, and instead began writing about what I was up to, and what was on my mind. So far, most of you have done me the honor of enjoying whatever I throw at you. (I have been writing about technology, as paying freelance work: software manuals for Roxio Germany).

I’m also enjoying the freedom of not representing a company. Admittedly, a lot of my personality was detectable in what I wrote for Roxio (this seems to be part of what made it so effective), but I avoided potentially contentious topics; public relations means making people feel good, smoothing them down rather than stirring them up. In this new venue, I’m free to be myself, and, as those who know me personally can attest, “sweetness and light” is not me!

This issue is a new departure: I’m including a guest column from my dad. We were talking about the war, he said some things that struck me, and I asked him to write about them. I know that my subscribers have a wide range of experiences and opinions, and not all may agree with him; do feel free to respond! I hope to have more guest columns in future, not because I can’t write plenty myself, but because this group is made up of interesting people with interesting thoughts and stories, which you sometimes generously share with me. I find these stories fascinating, and believe the rest of you will as well.

A few practical notes:

  • I send out newsletters no more than twice a week, usually much less. Lately it’s been more frequent because I’ve had more time and more to say; when I get busy with paying work, things get very quiet around here. I usually keep each issue to 4 or 5 pages.
  • All the newsletters are archived, so if you want to catch up on back issues in the order and format they originally appeared, go there.
  • Almost everything I publish in the newsletters I also put on this site, often adding pictures and links. For books and movies, I provide buy links to Amazon, both US and UK. If you buy via any of these links, I get a commission. So far this hasn’t made me rich, but it’s fun to see what people click through to, and a few people have actually bought (thank you!).
  • The site also contains a resumé section with pages about various facets of my work, and what people have thought of it (only the good opinions, of course <grin>). I need more freelance work, so if you know someone who might have a use for any of my skills, I’d be very grateful for leads.
  • A fantasy novel I’ve been working on for 15 years is available for download, though it’s not quite finished.

Questions, comments, and suggestions are always welcome!

The Infamous Miniskirt Photo: Give the Customers What They Want!

The photo above first appeared on the Adaptec website in April, 1998.

Over the years some of my colleagues griped that having a picture like this on a corporate website was “unprofessional,” and I suppose it was. But (a) why does “corporate” have to mean “boring”? and (b) there’s a story behind it.

It all started with a (rare) vent of my own to the Adaptec discussion list, titled “How NOT to Obtain Customer Service.”

Which I later followed up with “How Not to Obtain Customer Service – a Final Peeve”, which included this throw-away comment: “I used to wear miniskirts to conferences, precisely because this made everyone assume that I was a purely decorative booth bimbo. I then enjoyed the shock on people’s faces when I proved to have a brain or two in my little head after all!”

I wasn’t surprised when this resulted in several requests like: “How about a couple of mini skirt photographs to prove your point regarding Deirdre being a female name?” I laughed them off, until I received this plaintive note: “I’ve had a really tough week. I could really stand to see you in a miniskirt.” So I dutifully put on my miniskirt and had my husband take the picture, and posted it on the site for the benefit of our list subscribers.

Time marches on… I still adore the denim “Born 2 Burn” shirt and the cowboy boots, but, sadly, don’t  fit into the miniskirt quite as well as I did…

Website Content & Management

Some of my work on the Adaptec/Roxio sites can still be seen, courtesy of the Wayback Machine (not quite in their original form – graphics may be missing – but you can get the gist). I personally wrote most of the material for these sites, except for the marketing brochure-type pages (product datasheets, etc.).

The CD-R section of the Adaptec site (which in those days got about 70% of total traffic to the Adaptec site) included technical and support information, and included applications such as:

  • The CD-R database, to help users choose a CD recorder with specific capabilities, and find out which version(s) and features of our software were supported with specific recorders.
  • The CD-R Media Bargains board, an ante-literam Web 2.0 application. This was a custom-designed database where anyone could post information about where to buy CD-R media – deals they themselves were offering, or had found elsewhere.
  • The Disc Reading Troubleshooter, a wizard-style web application that helped users determine why a disc they had recorded could not be read/played (there were many possible reasons) .

CD-R Central was a separate community/marketing site used to support various marketing campaigns, with a different look and feel from the main Adaptec site.

I led the design and development of the first Roxio site – pre-spinoff (January, 2001) – which included a user community area, and other features that would now be classifed as “Web 2.0.”

Comments on Adaptec/Roxio Sites

9/21/98 – Found every solution for my CD-RW. Keep it up.

7/26/99  – As CD-R/CDR-W’s grow in popularity, so does the need for information. The Adaptec Web-site has become a one-stop invaluable resource for novice, as well as expert PC users. Its extensive wealth of information is not only comprehensive and up to date, but well designed.

8 Jan 2000 – I operate a professional recording/mastering and CD design/manufacturing company. I am completely amazed with your website. Particularly the fact that you have links with full details of blank CDR media with prices etc. This is VERY cool… we found blank inkjet printable CDRs at a fraction of what we have been paying which means we can pass the savings on to our customers… and we have you to thank for this.

3 June 2000 – I’m new to digitizing audio, so I found your web site very informing and useful. I went through most of the articles listed on the music page. Very easy reading.

Your troubleshooting section is easy to navigate and very helpful.  What a refreshing change from a lot of others!

Thanks very much for an excellent Website.  The article “Capturing and Encoding for VideoCDs” provided me with all the information that I needed for capturing from an NTSC video source. Your Web Authors and Content Providers have produced a very informative and user friendly site.