User Assistance: Standard Gauge

by Tony Self Follow us on Twitter View our profile on LinkedIn

It doesn't quite sound believable, but it's true. In 21st Century Australia, there isn't a standard national rail gauge. (Gauge is the gap between railway tracks.) In some states, narrow gauge is used, in others broad gauge, and ironically in just one state, standard gauge. This means that rail cars and locomotives can't travel between states.

This schmozzle started in 1847, before the independent colonies of the Australia continent became states in a federated nation in 1901. It was in 1847 that the first railway lines (in South Australia) were built. It started well, with a decision by the British Government's Secretary of State for the Colonies that all colonies should adopt standard gauge.

But what does this obscure historical anecdote have to do with technical communication? Let's think standards, and how standard adoption by an industry can go horribly wrong with enormous, long-term financial consequences.

A private company building a railway line in New South Wales lobbied for the standard to be changed to broad gauge. Broad gauge became the new standard in 1854. A year later, the chief rail track engineer in New South Wales was replaced, and the new chief convinced the New South Wales government to unilaterally change the NSW "standard" back to standard gauge. And the same pattern continued until there was no standard left.

You may be awestruck by these decisions, but in context, having a standard made little difference. Australia is a big continent, and the mooted railway lines were short and were contained well within the colony. There were no plans for railway lines to cross borders, so as long as all lines within a colony used the same gauge, there would be no problem.

There are many standards in technical communication, and their adoption is haphazard and parochial, to put it kindly.ISO/IEC 82079 is an international standard for technical communication, covering all types of product, software, and service related instructions for use. ISO/IEC 26514 provides requirements for the design and development of software user documentation. Both these standards arouse very little discussion in online forums or at technical communication conferences.

The Organization for the Advancement of Structured Information Standards, OASIS, approved the DITA standard in 2005, and although its adoption is growing, it is still nowhere near widespread in technical communication. Are technical communicators generally reluctant to adopt standards? It is undeniable that technical communicators love some standards, such as spelling and grammar, and argue strongly for the benefits of such language standards and conventions. But it seems to me that beyond language standards, we collectively show the same attitudes as the late 19th century colonial railway engineers.

The consequences of the Australian railway gauge decisions are still being felt, and paid for, 130 years later. Interstate tracks are slowly being changed to standard gauge, often by duplicating tracks. Blame for the decisions of the late 1800s is often sheeted to "politics." Rivalries between companies and colonies and even individuals, power struggles, and deep-seated prejudices were the cause. We have to be non-standard because our requirements are special. These same arguments are used by some technical communicators to avoid adoption of standards and as an excuse to implement a custom solution. Perhaps we, as a profession, need to move beyond the politics of standards and work together in a standard way.

Have anything to add when it comes to standards in technical communication? Feel free to post your comments below.

Writing & Grammar: How Do You Like Your Steak?

by Jennie Ruby View our profile on LinkedIn
 
I got an interesting call from my friend Samantha S. the other day. She was in the car and passed a Ruth's Chris Steak House. Wait a minute, she thought. If Chris owned a steak house, and then Ruth bought it from him, shouldn't the name be Ruth's Chris's Steak House? As she discussed the question with her car-mates, they speculated whether there was a rule against having two possessive words in a row, each with an apostrophe. Since there were no grammarians in the car, I received the call.

First, I verified (via Wikipedia) that Ruth did indeed buy a steakhouse previously owned by Chris. The name of that steakhouse? Chris Steakhouse. Why not Chris's Steakhouse or Chris' Steakhouse? Was the owner grammatically challenged? Or was there possibly a method to his madness?

One clue is that there is a tradition in English of sometimes using a name as an identifier or label, instead of treating the name as the owner of an item. Thus, the Joneses' house may be called simply the Jones house. You may especially notice this in historic houses, such as the Calvert House Inn, located in College Park, Maryland, or the Warfield Building at the hospital where my mother worked, or the Stephen D. Lee Home Museum in Columbus, Mississippi. Thus Chris's Steakhouse becomes Chris Steakhouse (although without the word the. Hmmm. And Chris was his first name.)

Another related fact may be this one. I recently read an article on Merriam-Webster.com about why we may sometimes say "probly" instead of "probably." The article said that in the spoken language we tend to omit duplicate syllables. So "prob-bob-ly" becomes "probly." In the same way, "Chris-es Steakhouse" may become "Chris Steakhouse."

So the reason for the single apostrophe in Ruth's Chris Steakhouse is not from any particular grammar rule about two apostrophes. But now that I 've said that, what is the rule for compound possessive? Are we allowed to say something like this?

 The dog's collar's buckle is broken.

Maybe we would change dog's collar into dog collar[identifier instead of possessive] or revise the sentence:

The dog collar's buckle is broken.

The buckle on the dog's collar is broken.

But I don't see any need to change this one:

 Cathy's mother's name is Sue.

In 10 pages of rules about possessives, my grammar book does not seem to address this question either way. So I put it to you, dear readers. Which way shall we go on these examples?

  1. The book's cover's paper was worn.
  2. The widow's son's car was totaled.
  3. My father's favorite cousin's visit was scheduled for May.
  4. Sam's dog's collar is broken.
  5. My best friend's car's tires are all flat.
  6. The software's manual's page's numbers were too small.
  7. The island's tallest tree's trunk was covered with moss.

As always, please post your answers below as comments.

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Answers to the Challenge on Which versus That

The winners of this week's challenge, with all answers correct, are (in no particular order) Jay Herman, Kay Honaker, Trudy Dave, Gail A. Kelleher, Geri Moran, Christine Larson, Jenny Zoffuto, Julie Sharma, and Lorna McLellan.

These answers to which versus that are brought to you by Lorna McLellan and Kay Honaker:

  1. The east coast weather, which had been unseasonably cold, finally warmed up.
  2. A pile of snow lingered until recently on one side of the parking lot. That snow, which had been piled there by the snowplow back in March, finally melted.
  3. Joggers' shorts and tank tops that had been languishing in closets all winter finally made an appearance this weekend. (Alternative answer by Kay Honaker: Joggers' shorts and tank tops, which had been languishing in closets all winter, finally made an appearance this weekend.*)
  4. The spring bird that arrived back before all of the others was the white-throated sparrow.
  5. The tree that showed the earliest buds of spring was the maple.
  6. Our one and only cherry tree, which had been pruned carefully last fall, bloomed magnificently last week.
  7. The only bush that did not make it through the winter intact was the rhododendron in the exposed northwest corner of the yard.

*I had already decided number 3 could go either way, depending on whether joggers had used their shorts at the indoor track all winter, when I found Julie Sharma's perfect explanation in the next email message I opened:

"This could go either way: which, meaning the weather was so bad that no joggers' shorts or tank tops were worn all winter; that, meaning those shorts and tank tops that languished in closets–some might have been worn to the gym, for example, even in the winter."

Krista Allen made another interesting comment on number 2:

"My main reason for selecting "which" was to eliminate the double usage of "that." I'm not sure if that's the grammatically correct answer, but "That snow that had…" sounds clunky and desperately in need of a thesaurus."

You are right about the fact that the word that is redundant here–not because it is duplicated, but because the specific snow has already been precisely identified by the first use of that, so a second one is incorrect. But it is sometimes correct to use two thats in a row:

From Lincoln's Gettysburg address:

"We have come to dedicate a portion of that field, as a final resting place for those who here gave their lives that that nation might live." 

Adobe RoboHelp: Assigning Master Pages to Word Sections

by Willam Van Weelden Follow us on Twitter View our profile on LinkedIn

A few weeks ago I showed you how you can use master pages to control the headers and footers of a generated Microsoft Word document. But setting a single header and footer for your entire Word document may not be what you need. The Table of Contents may need a different header and footer than the actual content. Perhaps the even and odd pages require different headers and footers. With RoboHelp 11 you can use different master pages for different sections of your Microsoft Word output.

After you have created multiple master pages, you assign these master pages to different sections of the document:

  1. Open the Single Source Layouts pod (View > Pods > Single Source Layouts).
  2. Double-click a Printed Documentation layout to open the Print Document options.
  3. Click Multiple Header/Footer to open the configuration dialog box.
    Adobe RoboHelp: Multiple Header/Footer button  
  4. Select a section in the left side of the popup.
  5. From the First Page drop-down menu, choose a master page.
  6. From the Even Pages and Odd Pages drop-down menus, choose a master page.
    Adobe RoboHelp: Configuration dialog box  
  7. Repeat these steps for all of the sections of the document.
  8. Click OK to return to Print Document options.
  9. Click Save and Generate to create a Microsoft Word document.
    Adobe RoboHelp: Word document  

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Looking for instructor-led training on RoboHelp? We offer live, online training once each month. We can also bring the same great training onsite to your facility. Interested? Contact us for details.

eLearning: Free Zombie Characters

by AJ Walther Follow us on Twitter View our profile on LinkedIn

Even though Halloween is months away, you can still inject a bit of terror into your eLearning. Head over to NuggetHead to download free zombie eLearning characters. Not only are these zombie characters fun, but with some creative imagining they could be ideal for a range of professional eLearning circumstances.

 Here are a few that come to mind:

  • "How to Deal with Difficult People" soft skills training
  • "How to Deal with Office Disputes" soft skills training
  • "How to Get Through to Adult Learners" soft skills training

Here's a little something I put together using the characters: 

 eLearning: Examples of zombie characters in eLearning

 eLearning: More examples of zombie characters in eLearning 

For more on eLearning characters:

Want more creative PowerPoint ideas to take your eLearning to the next level? Attend our Optimizing PowerPoint Design for eLearning and Presentations live, online, instructor-led course. 

Localization: Training and Development in Denmark

by Jen Weaver Follow us on Twitter View our profile on LinkedIn

Today's foray into cultural insights takes us to the Scandinavian nation of Denmark. Let's explore some common cultural facts about this kingdom (Hint, hint!) and its citizens' expectations when it comes to training and development.

Test your knowledge of Denmark's culture:

  1. True or False. Denmark is considered one of the least-corrupt countries in the world.
  2. Chileans live in Chile. Colombians live in Colombia. What do you call the people of Denmark?
  3. True or False. Denmark is a constitutional monarchy.

Quick Tips for Training & Development in Denmark1:

  • Many Danes work at keeping their public and private lives separate. The common perspective is "work to live," not "live to work," and they may resist overtime or discussing business matters outside of the workplace. For this reason, your Danish counterparts may limit or do away with small talk.
  • Danes are often slow at making major decisions, so be prepared with all pertinent details and a generous waiting period while they deliberate.
  • The Danish people tend to be independent and may seek individual achievement over group success. Keep this in mind when establishing group activities.
  • While Danish is the official language, English is taught in schools and is the predominant second language. Most Danes will be excited to speak English with you, but complex training topics may be best covered in Danish.
  • Danes are typically found to have a high tolerance for risk and a low index of uncertainty avoidance. Individuals are encouraged to take risks to establish themselves and develop strong self-images.
  • Punctuality is highly valued, as late starts communicate incompetence and poor time management.
  • Jokes may not translate well, as Danish humor is very dry and often considered out of place in business settings.
  • The American greeting "How are you?" is culturally understood as a pleasantry in the States and is answered with "Doing well!" or "Fine." In Denmark, this question will be interpreted as an actual inquiry into how an individual is doing. A more appropriate greeting is "It's a pleasure to meet you."
  • Gesturer beware! The American hand gesture for "okay" is considered an insult.

Trivia Answers:

  1. True. But even so, many Danes do not regard rules as inflexible and enjoy finding ways to get around regulations.
  2. Danes.
  3. True. The Queen or the King is a symbolic leader; the Prime Minister is the head of government as chosen by the Parliament.

References:

1Morrison, Terri, & Conaway, Wayne A. (2006). Kiss, bow, or shake hands (2nd ed.). Avon: Adams Media.

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Developing international training and development materials? Contact Jen at Carmazzi Global Solutions.