Technical and Marketing Communication: Content for a Convergent World

Branded Experience, Collaboration, and Web 2.0+

Moving on Up: Web 1.0 through 3.0

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A recent MarketingProfs Get to the Po!nt newsletter highlights the differences between Web 1.0, Web 2.0. and Web 3.0. The newsletter summarizes an excellent, fuller explanation from the B2B Insights Blog, Upgrading your B2B website – what version is in your marketing plan? by J. Leigh Brown.

According to the MarketingProfs summary (portions quoted below) of Brown’s post, here are ways to understand the Web’s evolution:

“Web 1.0: One-way information flow.

“Web 1.0 was the Web as an information portal,” Brown says. “Content was owned. … Publishing was static with no interaction.”

“Web 2.0: From publishing to participation.

Then along came the savvy, demanding user. “Web 2.0 (coined in ‘99, made popular in ‘04) revolves around information-sharing and collaboration,” says Brown. “It’s about user-generated content … and the power of the community to create and validate information.”

Typical examples, Brown notes, now include “blogs, forums, communities, social networking, video & image sharing, wikis, mashups, tagging, and content syndication.”

“Web 3.0: Marketing buzzword, or unrealized vision?”

“Web 3.0 (made popular in ‘06) is a large work in progress,” Brown writes, “and it crosses into several different areas: semantic Web, personalization, intelligent search, and mobility.”

“You could say that Web 3.0 is an intelligent Web 2.0,” Brown explains. “The vision is that the Web understands how to personalize your experience and recommend what you are looking for—and lets you take it with you.”

Peg’s Note:

With real-time search and social search now at hand, I can’t help but think that we are moving into the realm of Web 3.0, before many have even come up to speed on Web 2.0 technologies. What a major competitive advantage for those organizations, disciplines, and individuals who are keeping up, with this accelerated rate of change and opportunity on the Internet.

Are you keeping up?

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User Expectations are Changing. Are You? (Scott Abel on Technical Communication and Web 2.0)

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Content Wranger Scott Abel’s presentation on Understanding Web 2.0 and Its Impact on Technical Communication resonates today, if anything, even more so than it did three years ago, when Abel first published his presentation on Slideshare.

Abel warns that with the advent of Web 2.0, technical writing skills are becoming more easy to duplicate. The challenge, he suggests, is not so much developing content, but rather efficiently managing that content, and making it accessible.

According to Abel, Web 1.0 technologies involved publishing content to websites. In this more static model, writers created content to fill these virtual places, with users inefficiently searching the “visible web,” and often failing to find information.

The Web 2.0 model brings service to the web, helping users to interact with content. Also known as the Semantic Web, Web 2.0 leverages the Internet to deliver service.  Web 2.0 technologies improve “access, management, and reuse of digital content, supporting end-user goals.”

Abel explains that the XML standard RSS (Really Simple Syndication) provides structure and semantic value to content, allowing writers the ability to “write the content once and then let go of control, with the content delivered how, when, and where users want it.” Meanwhile, users can use reuse and remix content in unlimited ways. Abel observes,

Web 2.0 makes finding relevant content easy; enhanced findability combined with personalized recommendations improves relevance.

In his presentation, Abel describes multiple examples of Web 2.0 technologies, in each case asking technical communicators ”how might you use this capability to better serve your customers or improve your productivity?”

Examples include blogs for documentation, hosted software like Google docs and spreadsheets, wikis for documentation (including a wiki based on DITA), tagging, and web-based collaboration tools that support user-generated content.

Abel further describes podcasts, user-generated content, video documentation, and social networks, as additional Web 2.0 possibilities that technical communicators can integrate into their work and deliverables.

Abel concludes his presentation with an excellent slide on Web 2.0 Sites of Interest.

Three years later,  now on the cusp of Web 3.0, it is more important than ever for technical communicators to find innovative answers to Abel’s question:

How might [we] use these [Web 2.0+] capabilities to better serve our customers or improve productivity? 

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Links of Note: Top Trends and Predictions for 2010

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The View from Here

It’s Jan. 31st already, and that new year feeling is fading fast, which reminds me of my favorite line from Shelley:

If Winter comes, can Spring be far behind?

But while we are still in the season of resolutions and predictions, I’m providing below a list of Top Trends posts, which will shape my reading and likely  my blog posts, in the coming months.

So, what’s your top technology or business prediction for the new year?

And have you decided yet how to pronounce 2010? Is it  ”twenty ten,” or “two thousand ten”?

Grammar Girl Mignon Fogarty officially weighs in that either pronunciation is correct, though both she and the Associated Press have made the same style decision, to call this year “twenty ten.” 

I’m not sure if I’m just very formal or being contrary, but I find myself more often saying, “two thousand ten.”

Enough with New Year’s and winter thoughts. Just 48 more days, until SpringOnward.

Technology and Web Trends

From TechCrunch: Ten Technologies That Will Rock 2010

ReadWriteWeb’s Top 5 Web Trends of 2009

From WebWorker Daily: Where Will We Be at the End of the Next Decade?

From iMedia Connection: Emerging platforms you should bookmark (or forget about) in 2010

Technical Communication Trends

From the Technical Communication Center (by Larry Kunz): Technical Communication Trends in the 2010s

From the Scriptorium Publishing Blog: 2010 predictions for technical communication

From the Cherryleaf Technical Authors Blog: Ten trends in technical communication for 2010 and beyond

From the I’d Rather Be Writing Blog: Top Trends in Technical Communication

Inbound and Online Marketing Trends

From the HubSpot Blog: Must-Read Inbound Marketing Predictions and Resolutions for the New Year

From eMarketer: 12 Digital Marketing Predictions for 2010

From Search Engine Land: The Big List: 2010 Marketing Predictions & Resolutions

Content Management Trends

From CMS Watch: 2010 Content Technology Predictions

Online Learning Trends

From the Social Media in Learning Blog: More (social media) predictions for 2010

Search Trends

From WebPro News: Search Trends for 2010 and Beyond

From the Skipease Blog: Five Google Search Trends for 2010

From the SEOmozBlog: 8 Predictions for SEO in 2010

Social Media Trends

From Jeremiah Owyang’s Web Strategy Blog: Slides: Four Social Media Trends for Business in 2010

From Social Media Today: Five Social Media Predictions for 2010

Personal Branding Trends

From MarketingProfs: Personal Branding Predictions: Top 10 for 2010

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Top 10 Posts for 2009, at Content for a Convergent World

Written by Peg Mulligan

January 31, 2010 at 8:22 am

Posted in Linkworthy

Social Media Marketing: Free Toolkit from MarketingProfs

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Social Media Marketing: Free Kit from MarketingProfs

Social Media Marketing: Free Kit from MarketingProfs

In addition to coming up on a year blogging, I am also celebrating my first year anniversary, as a MarketingProfs member. Since that time, I’ve started contributing to the MarketingProfs newsletters on search engine marketing, but in addition to freelancing for MarketingProfs, I remain a satisfied customer.     

As a Pro member, I’ve benefited from MarketingProfs premium content and on-demand marketing seminars.  I am constantly amazed at the low-cost of the membership, especially given the quality of the online seminars and the stature of the presenters. Unlike most webinars, MarketingProfs offers seminars in an hour and a half format, providing a much more generous question and answer. The accompanying presentation materials are always highly professional. 
  

This year, I’ve also attended both MarketingProfs virtual and in-person conferences and joined its several online communities. I’ve learned from MarketingProfs’ diverse content as well, including daily posts, how-to-articles, case studies, guides, and reports.    

If you’re interested in social media for marketing, and want to enjoy the benefits of basic membership with MarketingProfs (including free, limited access to its content), you can start out, by downloading the Free Social Media Marketing Kit.     

For Pro members, don’t forget that in honor of MarketingProfs 10th birthday, you can renew your Pro membership for 40% off, if you renew by 1/31. If you’re a Basic member, upgrade quickly to receive the same generous discount. 

Under the “Related Links” below, you can learn more about the benefits I’ve experienced first-hand this year, from my MarketingProfs membership, and by participating in its high-quality events. Another great resource to check out is the MarketingProfs Blog, My Daily Fix, with ongoing opinion, commentary, and news.       

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Social Instructional Design with Beth Kanter

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I recently found Beth Kanter’s Engage365 presentation on social instructional design very helpful, especially in light of a recent national survey by the Kaiser Family Foundation, which found that “the amount of time young people spend with entertainment media has risen dramatically, especially among minority youth.”

According to the research,  “8-18 year-olds devote an average of 7 hours and 38 minutes (7:38) to using entertainment media across a typical day (more than 53 hours a week).”  

And because they spend so much of that time ‘media multitasking’ (using more than one medium at a time), they actually manage to pack a total of 10 hours and 45 minutes (10:45) worth of media content into those 7½ hours.

 

Kanter noted there isn’t conclusive scientific evidence about the value of social instructional design;  however, she explained that based on her experience as both a trainer and learner, it can be helpful, depending on student learning style.

Kanter described the possible benefits of using social media for training as more engagement, attention, and improved retention, especially for the more hands-on learner. During the bulk of her presentation, she further described six favorite social media tools for training, as well as secrets to using them:  

  • Using Google Forms for Pre/Post Participant Evaluations
  • Using Delicious To Research and Build Your Resource Link Lists
  • Sharing Your PowerPoint Deck with SlideShare
  • Using A Wiki For Electronic Handouts, Electronic Flip Chart, and Leave Behind
  • Integrating Twitter as A BackChannel into Instruction
  • Documenting Your Workshop With Photos and Videos

In her conclusion, Kanter observed that using social media in this way may require instructors to improvise more during trainings, with a greater comfort-level for tweaking presentations in real-time. She also recommended not getting overwhelmed by all the tool options, and to concentrate instead on gradually integrating new techniques into your approach to training.

For more information on the what is known in social media circles as the Backchannel—that is, live chats that occur during a workshop or presentation, most often through Twitter, but also via online chat—Kanter recommended Cliff Atkinson’s The BackChannel

For Beth Kanter’s related post about the BackChannel and her recent Engage365 presentation, see  How To Make A Back Channel Light Up Like Clark Griswald’s House. Another great resource is Kanter’s Social Media for Trainers Wikispace.

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Getting to Know You: A Quick Poll

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Understanding Audience

Understanding Audience

Getting to Know You/ Getting to Know All About You/ Getting to Like You/ Getting to Hope You Like Me…” Richard Rodgers, “The King and I”         

In the spirit of Darren Rowse’s How to Be a More Relational Blogger [Tips for New and Established Bloggers], and my new years’s resolution to participate more in the blogging community (both on and off my blog), I launched a survey yesterday, wanting to learn more about the folks who are dropping by. I got a pretty decent number of views on this post (of course, that’s relative for a new blogger), and one poll response (thanks especially to that respondent)…which brings me to today’s follow-up to yesterday’s poll, where I’m trying to butter you up just a bit, so you feel more inclined to respond…:-)  I think there are about seventy regular visitors here, or maybe only the same ten who keep returning each day…(I’m not sure I’m analyzing the stats correctly…) Anyway, whomever you are, whether that’s 70 or 10 folks [I like to think it's 70]…thank you for your continued interest! :-) Welcome also to first-time visitors…        

Sometimes, you return readers unmask yourselves, usually when I least expect it, via the occasional comment, or even mentioning my blog in-person, when we randomly meet—which reminds me a bit of Battlestar Galactica. “How?”— you might ask.  A good question.     

Well, I was a regular fan of the new Battlestar Galactica series (yes, a bit in touch with my inner-geek there, but a lot of us were on that one…it was such a sexy, smart show!)…and whenever someone reveals that s/he has been reading my blog, I feel like one of the Final Five has been revealed from that show’s last season or two (you remember…the human Cylons that stood on the staircase landing in the dream foyer, with their identities disguised in white light, or were they just wearing phantom-like sheets? ok, you don’t remember…well, never mind…let’s move on…)        

A private person by nature, I never had any strong urge to leave footprints on the web, until I recently caught the blogging bug…so, if you’re more of a lurker-type than an online contributor, believe me, you’re in good company here, up until very recently. But coming up on a year blogging, I still can’t help wondering a little bit about who you are…are you technical writers? are you marketers? are you writers who have done both? are you more trainer-types? are you in leadership roles, in the trenches, or consultant types? people I’ve worked with? are you working? unemployed? in transition? are you using social media? …are you interested in the more inspirational posts on social media for good? Are you by any chance, mainly my hubby and kids? (For awhile there, unknown to me, my youngest daughter used to view my About Peg Mulligan page multiple times a day to pump me up…It worked, btw.)       

Sometimes, I think that maybe my daughter has enlisted the entire first grade class to do the same each day…But if that’s the case, thank you, too! (“Hi, Honey! “Hi, Kids!”…) I’ll take my readers, wherever I find them, very gratefully.       

Knowing even this high-level information would help me with the topics I select. (…so please don’t be surprised if Miley Cyrus or Ashley Tisdale rank higher in my topic selection next week, if my theory proves true.) Regardless, I think having that mental picture of who visits here would help me to write a bit more conversationally, and with greater focus.       

So in the quick poll below, please let me know a bit about your reasons for visiting this blog. (If more than one reason applies, please select the best reason.) In the free text option, also feel free to add any reasons I might have overlooked. Or in the comments, I’d love to know what types of posts you like the most, or answer any questions you might have, possibly about this first year of blogging, especially if you are a beginner blogger as well.      

Understanding my audience is the purpose of this survey. That’s one of the first rules of technical communication, marketing communication, training, UI, or any product development. I kick myself for not asking sooner.

All feedback is anonymous and really appreciated.   

  –Peg       

 

        

Photo Credit, di_the_huntress       

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Oprah as One of Us

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Oprah's 24th Season Kickoff Party

Oprah's 24th Season Kickoff Party

In Trust Agents: Using the Web to Build Influence, Improve Reputation, and Earn Trust, co-authors Chris Brogan and Julien Smith describe trust agents as “people who humanize the Web” (p. 20). They go on to organize their book around six overarching but interrelated behaviors that describe what a trust agent is (p. 28). 

Making Her Own Game

In the opening chapter on “Trust, Social Capital, and Media,” Brogan and Smith mention Oprah Winfrey, as amply demonstrating the first characteristic of a trust agent—that is, being able to “make your own game.”

In popular entertainment, Oprah Winfrey went from being the local TV weather reporter to a multimillion-dollar media enterprise. Though she used traditional media tools to accomplish this, when you look back on the circumstances of Winfrey’s rise, you’ll recognize all the various points in her career where she made her own game (against some fairly daunting odds). Put another way, making your own game is about standing out (p. 29).

Applying the Archimedes Effect as Gatekeeper

Later in the book, Brogan and Smith describe how Oprah uses the Archimedes Effect—a trust agent principle about leveraging opportunities—by being a gatekeeper for her audience.

Here is a rule of thumb that works really well when it comes to leveraging your relationship with your audience: Don’t ever sell to your audience. Instead, be their gatekeeper.

Think of Oprah Winfrey. She gives and gives, constantly, and leverages that goodwill into bigger and bigger guests and giveaways. But does she ever try to sell to her audience directly? No, Winfrey leverages her audience to provide visibility: to stars, to movies, to car companies. She protects her audience from the bad stuff, and lets the good stuff pass through, making her audience even happier as a result (p. 128). 

Being One of Us

For me, even more than making her own game and effectively harnessing the Archimedes Effect, Winfrey epitomizes the trust agent principle, described by Brogan and Smith as being “One of Us.” Being “One of Us,” the co-authors explain, is “about belonging” (p. 29). In David Carr’s NY Times article on Winfrey’s success, A Triumph of Avoiding the Traps, Arianna Huffington observes how Winfrey has always been One of Us:   

She was transparent and authentic before those things were cool,” said Arianna Huffington. “When she went through her battles with weight, with her battles to come to grips with her past, we went through those things with her. Now with social media and the Internet, those things are the coin of the realm, but she got there before the rest of us did.

Nice (and Smart) Folks Sometimes Finish First

In my previous review of Trust Agents, I ended with a bit of rhetoric, asking myself as much as the reader, whether it’s possible for nice guys (and gals) to finish first in business. If they are fortunate enough to succeed, I wondered in that post’s conclusion, how often do they remain true to the qualities which brought them so far?

In Winfrey’s case, I find an example that shows it is possible. Here, another quote from David Carr’s NY Times article  demonstrates how Winfrey stayed true to herself, and how that genuineness is largely responsible for her business success:

Yes, she followed her heart and taught us we were all pretty on the inside, but Ms. Winfrey also ignored conventional wisdom. As a novice actress, she was nominated for an Oscar for her role in “The Color Purple,” but turned down role after role because she knew her talk show was the thing that would butter her bread. When she does get involved in movies — she is very much behind “Precious,” a recent release — it is a matter of personal conviction combined with commercial calculation.

Oprah, not Winfrey

And if you want really visceral proof of just how much Winfrey is One of Us, check out this ***amazing*** video of The Black Eyed Peas performance of “I Gotta Feeling,” with Oprah on stage in Chicago, kicking off her 24th season. I mean—just look at Oprah’s face—the pure emotion, openness to both her own and others’ experience, and connectedness to her audience. It’s so real, and it’s so, so cool.

Postcript: I called her Winfrey throughout the more book reportish part of this post. —But when I was looking up quotes that I remembered from the Trust Agent book, I couldn’t figure out why I wasn’t finding Oprah’s name in the index. Only then did it occur to me that she has a last name. But she’s always been just Oprah to me—because she’s One of Us.

Photo Credit, Vectorlyme

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2010: A DITA Odyssey (free webcasts, sponsored by Scriptorium Publishing)

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Yesterday (1/19), I attended an excellent free webcast, Dita Features in Madcap Flare, sponsored by Scriptorium Publishing, on how MadCap Flare supports DITA constructs.

Scriptorium’s Overall Assessement of DITA Support in Flare, Version 5

  • Flare, Version 5 provides a way to create web-based help output.
  • Flare, Version 5 provides good support for DITA components (content references, DITA maps, etc.)
  • Exporting Flare content to DITA can be problematic.
  • Round-tripping (DITA to Flare to DITA or Flare to DITA to Flare) is  not supported in this version.

There’s still time to register for webcasts on how these additional tools support DITA-based information.

  • On February 16, Simon Bate will demonstrate the DITA features in the oXygen XML editor.
  • On March 16, Scott Prentice of Leximation will demonstrate how the DITA-FMx plugin works with
    FrameMaker 9.

As an added bonus, attendees can win a free license of the tool shown during each demo. For more information about these sessions and to register, visit Scriptorium Publishing’s events page.

If there are other topics you’d like to see covered in later free webcasts, please send suggestions to training@scriptorium.com.

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Content Reuse: Help Authoring Tools’ Impact on DITA Adoption

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After recently reading DITA 101 by Anne Rockley, Steve Manning, and Charles Cooper, I’ve been wondering how DITA fits with other approaches to creating structured information, what roadblocks there are to its adoption, and how well the tools I’m already familiar with support it. 

Awhile ago, I tucked aside Neil Perlin’s March 2009 Intercom article, “Pulling DITA Out of Your Hat,” and in the almost year that’s passed, his article still helps clarify DITA, in this wider context.

{Neil Perlin, available at nperlin@concentric.net, is president of Hyper/Word Services of Tewksbury, MA.  He has 30 years’ experience in technical writing, with 24 in training, consulting, and developing for online formats. He is a member of the Boston STC Chapter and founded and managed the Beyond the Bleeding Edge stem, at the STC annual conference.} 

The following notes capture some of Perlin’s key points.

Structured Information Is Good

Perlin describes the benefits of structured information.

Structured information helps readers because it’s easier for them to get and keep a mental picture of the information in a document when that information is written consistently. Structured information also helps technical communicators, because it’s easier to write chunks of information when there’s a consistent structure to use rather than having to decide, or remember, what structure to use with each new chunk  (p. 41).

Ways to Create Structured Information

Perlin explains that there are many ways to create structured information. Three of these methods are as follow:

  • Using DITA
  • Using Structured FrameMaker
  • Using a Mix of Templates and Style Sheets

According to Perlin, “DITA has significant advantages over the other two approaches because it’s vendor- and -tool-independent, unlike Structured FrameMaker, and it programmatically enforces document structure, unlike the templates-and-style-sheets approach” (p. 41).

Obstacles to Adopting DITA

So, why isn’t DITA more widely adopted to produce topic-based, structured content for single sourcing and multichannel publishing? According to Perlin, here are the most often-cited reasons:

  • The need to buy a new tool, with associated training costs and lower productivity during ramp-up.
  • “The DITA open source toolkit is free, but it’s more technically demanding than a GUI-style tool, so tasks can take longer and have a greater risk of errors.”
  • Moving to DITA isn’t just a tools issue. It requires moving from a document orientation to a topic orientation.
  • “DITA tools offer many outputs (PDF, Eclipse Help, HTML Help, and JavaHelp) but don’t seem to offer a web-oriented output like WebHelp, offered by help authoring tools.”
  • If you are not translating, it’s difficult “to derive the concrete data needed to test whether adopting DITA is cost-justifiable.”
    (p. 41).

Help Authoring Tool Support for DITA

With both Adobe and MadCap coming on board, Perlin predicts that help authoring tool support for DITA presents two possibilities:

  • “They increase use of DITA by making it easier to cost justify and to create the content. DITA simply becomes one more output created by an authoring tool that you already have and know” (p. 42).
  • “They decrease the use of DITA by making it easy for rueful early adopters to back out. Companies that moved to DITA early on only to regret the decision have not had an easy way out. Being able to import DITA content into a help authoring tool and convert it to some other format provides that way out” (p. 42). 

Likely Increased DITA Adoption

In Perlin’s opinion, the “first possibility is the most likely” (p. 42).

Structured documentation is useful, and DITA is the most widely known standard for creating structured documentation. By lowering the barriers to entering DITA and making it easier to back out, I expect that the help authoring tools’ support for DITA will spread its use (p. 42).

If you are considering switching to DITA and moving to another tool to do so, Perlin advises talking to your help authoring tool vendor first. Moving to DITA might be easier than you think. 

Your Take?

Have you used your help authoring tool to create DITA output? or to back out of DITA? Do you recommend any of the other approaches to structured information? What about using Structured FrameMaker? In the comments, I welcome any comparisons between these approaches, especially from those in the trenches.  

Update: In a free webcast yesterday (1/19) on Madcap Flare, Version 5’s support for DITA, Sarah O’Keefe of Scriptorium Publishing recommended using Flare, Version 5 to import DITA content (authored somewhere else, such as in Structured FrameMaker, XMetal, or  oXygen) into a Flare project. This is an important feature because the  DITA Open Toolkit does not provide WebHelp output. Once you import DITA content into Flare, you can generate your WebHelp output. In the same webcast, O’Keefe’s demo showed that exporting Flare content as DITA output does not at this time seem as viable, due to mapping issues. 

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Haiti Earthquake Victims: How To Help

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For me, the most moving part of  Katie Couric’s CBS Evening News coverage was her report of children singing a Haitian song, praising God, amidst such devastation and desperate need of help. That joyfulness and optimism, she observes, is part of the Haitian spirit.

According to the White House Blog post (The President on Haiti: The First Waves of our Rescue and Relief Workers are on the Ground and at Work), here are ways to help:

According to USA Today, the fastest way to donate may be by text.

Here are several options:

  • Text “Haiti” to 90999 to donate $10 to the American Red Cross relief efforts
  • Text Yele to 501 501 to donate $5
  • Text HAITI to 864833 to donate $5 to United Way Worldwide’s disaster fund for long-term recovery.

 Lists of Charitable Organizations

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