Why You Need a Technical Communicator
By Beth Agnew | July 11, 2010
Every company should have at least one technical communicator. A technical communicator (technical writer) is a valuable addition to the team in any organization, especially one in the scientific, medical, or high tech industry.
Technical communicators:
- Facilitate communication
- Translate technical language into plain language
- Document processes and procedures
- Communicate technical & scientific developments to a lay audience
- Help turn information into knowledge
The techwriter gets to know the market (audience, users) and works with marketing and sales to provide information that assists them in reaching the market with clear, easy to understand information. This is particularly important if complicated scientific, medical or technical information is involved, or if you need to explain policies or procedures. As experts in plain language writing, techwriters help demystify things like contracts and difficult procedures.
If new products are in development, technical writers work with the development team to document every aspect of the new product or service. This information then becomes manuals of instruction, training materials, and website content.
Technical communicators are very technically adept. We can quickly get up to speed with technologies we have never seen before, and we use a variety of leading edge technologies to communicate with our audiences.
When creating or improving a website, a technical communicator works with the web designer (who makes the site pretty) and the web developer (who programs the site and makes it work) to make the content and navigation easy to understand and usable (usability refers to the viewers ability to accomplish goals with the site).
Technical communicators are one of the few people in a company who interface with nearly every department within that company. We routinely work with customer support to ensure they have up to date information to help customers with problems. We work with quality assurance to perform user testing, standing in for the user with our expert knowledge. Consequently, technical writers can reduce customer support costs and help improve a company’s relationship with their customers. We work with marketing, to share information about the market or end user. We work with sales, contributing to sales literature and getting to understand the customer.
Technical writers are industry-independent. While you may find one with a specific background that is more relevant to your industry, a technical writer with a degree in Fine Arts is just as capable as one with a degree in Engineering when it comes to simplifying complex things. It is more important to look at the writing, editing, and consultation skills a techwriter brings to the table.
Further, technical communicators are skilled in project management, because they drive their own documentation projects in concert with any service or product development projects, and they have good people skills, being able to interview subject matter experts, as well as being able to develop rapport with a company’s customer base.
Technical communicators have skills in:
- Project Management
- Leadership
- Interviewing
- Publishing
- Human Resources
- Management & Budgeting
- General Business Skills
- Negotiation, Risk Management, etc.
(Add accounting to that and it’s pretty much an MBA!)
If your company has need of any of the following, you should have a technical communicator on staff:
- User guides
- White papers
- Marketing brochures, spec sheets, labels, signs, packaging, press releases
- Help files
- Error messages, interface tooltips and labels
- Installation instructions
- Usability testing
- Technology transfer
- Project documentation
- Technical reports
- Web sites
- E-Learning
- Corporate videos/documentaries
- Product demonstrations & trade shows
- Focus groups & customer advisory boards
- Single-Sourcing
- Knowledge management
- Content management
- Science writing
- Customer newsletters
- Beta testing programs
- Voice mail script writing
- E-mail response writing
- E-book publishing
- Mass personalization
- Meeting facilitation, especially video conferencing
Technical communicators are the Swiss Army Knife-employees you can plug in anywhere in your company and have them be productive and add value to your bottom line.
If you’re interested in hiring a technical communicator, contact me or communicate with the local chapter of the Society for Technical Communication in your region.
Topics: Careers, Management, Marketing, STC, Tech Comm, Technology Transfer, Usability, Web Development | No Comments »
FSOSS 2009 & Documentation
By Beth Agnew | October 31, 2009
Concluding Open Source week in Toronto, Seneca held its annual Free Software and Open Source Symposium (FSOSS) yesterday. I was privileged to have the opportunity to speak about documentation for open source projects.
What is truly exciting about open source development is the collaborative and community aspect of it. I love the synergy of keen minds working on a collective project. Documentation too benefits from having multiple people contribute to and review it. While there is the danger of it sounding a bit like “authorship by committee” I think that problem is easily avoided by having an editor who is responsible for smoothing out the voice.
As we drift more toward topic-based writing that addresses user tasks rather than features, we can accommodate multiple writers because the style guidelines for topic writing are very straightforward. Publishing in an open source environment often involves Wikis, which are an excellent collaboration tool. Marry the idea of topics with a wiki that allows anyone on the team to contribute to the project and you have some excellent documentation that can be developed quickly.
I still encourage documentation plans, and reviews/approvals as part of the process, but generating content is much simpler.
I also still emphasize authorship, meaning document ownership. I don’t mean that someone gets to “own” the documentation in a proprietary way. Open Source is all about moving away from that idea of singular intellectual property toward a collaborative work package that represents the best a group of people can produce. Document ownership is simply taking responsibility for your contribution. Even though other people will look at it and edit it, each author does the best they can to make the documentation excellent.
Another point I brought up in my presentation was that documentation really includes all of the information, communication and knowledge around any particular product. Documentation is a way to add intelligence to the product during development to create a superb user experience. This can be as simple as putting informative labels of data fields that are to be filled in. The example I gave was of a web form that provided for a 10-digit telephone number, without hypens. The user doesn’t know that, however, until they start filling in a phone number 800-555-12 and run out of space. It takes very little effort to indicate how the user should input things like phone numbers, dates, postal codes, and so on.
Of course I recommended that technical communicators be involved in producing the documentation for Open Source projects. I know where you can get some if you want them.
The recorded version of my presentation will be available on the FSOSS web site shortly.
Topics: Products, Projects, Seneca, Teamwork, Tech Comm, Usability | No Comments »
One of the Best?
By admin | October 8, 2009
Beth Agnew, co-ordinator of the Seneca Tech Comm Program and instructor for a number of our courses, has been nominated in TVO’s 2010 Best Lecturer Competition. A video of her class about Usability will be sent to TVO for further review. TVO staff and a panel of experts will determine the top 20, and then the top 10 lecturers as finalists in the competition. The top 10 lecturers will have one of their lectures broadcast on TVO in the new year for voting.
About the competition, TVO says:
TVO’s 2010 Big Ideas Best Lecturer Competition, sponsored by TD Insurance Meloche Monnex, celebrates the most engaging and intellectually stimulating lecturers in Ontario.
Congratulations, Beth! Perhaps Technical Communication isn’t so boring after all?!
Topics: College, Seneca, Tech Comm | No Comments »
We’re Growing!
By Beth Agnew | September 8, 2009
This September marks our largest ever Tech Comm class at Seneca. One of the reasons for this larger class is the Ontario government’s Second Career initiative which assists people in going back to school to retrain for a new career or upgrade their skills so that they are more employable. It’s a great program, and we are benefiting from having top notch candidates enroll in TECC.
The other reason we’re experiencing a growth in numbers is that our promotional efforts are beginning to pay off. Over the past two years, we have promoted the program through the media, related organizations, and word of mouth. Our current increase in enrollment is due to stronger industry partnerships, closer connections with the Toronto chapter of the STC, increased co-operation and relationship building among departments at Seneca, and leadership that brings all of those parts together into synergy.
I always tell our students that Technical Communication is a relationship-building profession. We need to have excellent relationships with our audience, our Subject Matter Experts (SMEs), our co-developers, our employers and clients, and of course each other. Networking is strong in our profession, not only for obtaining work but for keeping up on trends and new techniques as well.
And it doesn’t hurt to have some friendships among other technical communicators — for those frequent days when being a professional gadly isn’t always as much fun as you might think.
Each of our Tech Comm classes travels through the semesters together. By graduation, firm friendships and professional bonds have formed, laying the foundation for future success. Even though this year’s class is that much larger, I am certain the same bonding will occur. It’s wonderful collaboration, and we all benefit.
Topics: Careers, College, STC, Seneca, Teamwork, Tech Comm, Writing Life | No Comments »
Microsoft vs. i4i
By admin | August 13, 2009
There’s a Seneca Tech Comm connection to company i4i, prominently featured in the media recently because of its successful suit against Microsoft. We have graduates working at i4i, and it has also been one of our co-op employers.
Topics: Tech Comm | No Comments »
If the User Can’t Find It…
By Beth Agnew | May 22, 2009
… it’s not there.
One of the many roles of the technical communicator is to assist developers and designers with making products, websites, and interfaces easy to use. Users who have to search for the functions they need get frustrated, and conclude that the product or website is difficult to use. Consequently, they are less likely to remain loyal to the companies that allow such barriers to productivity. This results in lost revenue and a tarnished reputation.
As user advocates, technical communicators help companies avoid such pitfalls. With a continual focus on how the user will interact with the product, technical communicators alert developers and designers to functionality that may seem straightforward but which creates roadblocks or traps for the end user.
One of the ways we ensure usability (meaning a user can accomplish their goals with the product) is to approach product development from a task perspective. What is the user trying to do with the product? This task orientation engenders a different architecture than a pure function-based approach. It supports user performance rather than offering a broad menu with a range of choices and expecting the user to know exactly where to go and what to do. It often guides users into a workflow that makes them more productive, and helps them work faster. This also increases their satisfaction with the product.
It’s a matter of focusing on how the user will accomplish their tasks with the product instead of what the product can do for the user. This HOW over WHAT mindset is often foreign to systems analysts, developers and designers who are immersed in the features and functions of their creations.
A product can incorporate a host of features, but if the user cannot immediately recognize how a particular feature helps achieve the task at hand, those features are meaningless.
Topics: Tech Comm, Usability, Writing | No Comments »
