Abstract

Background: Previous research on user-generated content in technical communication focused primarily on non-traditional forms of technical communication outside of traditional institutions and organizations. User-generated content from the forum StackOverflow provides rich knowledge and stories behind problems faced by web and software developers. This study explores how technical communicators engage in this knowledge-rich content specific to web and software developers. Our findings provide insights into how researchers, instructors, and practicing technical communicators might leverage user-generated forum content in their work. Literature review: Previous research examined how user-generated content is a form of technical writing and technical editing. Furthermore, some research in technical communication has examined how technical user forums present a type of user-generated content to which technical communicators might add value. However, no research on user forums has explicitly examined how technical communicators engage in user forums to gain subject-matter familiarity or expertise. This study seeks to explore how technical communication students engage in user forums to troubleshoot coding problems. Research questions: 1. Are technical communication students able to successfully solve unfamiliar coding problems using user-generated content posted on the StackOverflow website? Are they able to identify the conceptual knowledge needed to solve the coding problem? 2. When learning about new, unfamiliar technical content, how do technical communication students search for information and decide which forum content to engage with? 3. Do technical communication students make meaning and actively fill knowledge gaps when they engage in new, unfamiliar technical content on StackOverflow? 4. After searching and reading through user-generated forum content to troubleshoot a coding task, do technical communication students feel confident enough in what they learned to teach someone else? Results: Most participants were unable to solve any of the coding problems using StackOverflow. Those who did successfully troubleshoot the coding problems exhibited more active scanning when selecting a search thread and made meaning of thread content more closely. Conclusions: Actively engaging and making meaning of thread content reveals insights into the stories behind the thread. These stories provide important details and clues for gaining subject-matter familiarity, but users must actively engage in meaning-making to access the stories and fill knowledge gaps. Practitioners and instructors can leverage content on StackOverflow to better understand coding problems. StackOverflow threads, along with other user-generated forum content, also give instructors insight into technical audiences and can be leveraged to teach students how to use primary research to better understand audiences. Researchers can continue to study how novice users interact with user-generated content by investigating how confidence levels affect meaning-making.