The Professional Technical Communicator What roles do technical communicators play in business and technology today? Presented by ???

Why technical communicators? Title derived from earlier name: “technical writer” Technical writing has been a recognised activity for over 100 years Original focus was mainly on engineering and related technical areas Renamed to “technical communication” – a much broader field than technical writing. It’s an historical title background in engineering documentation from the early 19th Century creating technical manuals for technicians. Reflects the technical elements of the work we do technical understanding of the “crafts” of collating, writing, and presenting information specialist knowledge required of the “tools” we use. The technique of communication is our business communicating with our audience – readers and viewers “talking” to a wide range of people in a variety of contexts providing information that can be easily assimilated and clearly understood. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

What is the purpose of technical communication? Technical communicators specialise in making appropriate information: available accessible, and understandable This information is often: task based (procedural), or instructional. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

What does this involve? Acting as “user advocates” Analysing users’ needs and information requirements Explaining technical matters to non-technical readers Interpreting complex information for non-specialists Organising and structuring information Presenting information as text and diagrams Assisting in the interaction design process. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

What do technical communicators actually do? Write instruction manuals for products Prepare policy and procedure documents Develop online user guides for software applications Write health and safety manuals Write standard operating procedure manuals Design information “delivery systems” Develop web and intranet content Chart and describe (“map”) business processes Manage documentation projects. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The Technical Communication Process (1 of 2) Analyse Organise Present Business needs User needs Technology & Business systems Users Technical Communicator 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The Technical Communication Process (2 of 2) We employ standard methods such as Information Mapping® Similar to software development process Gather requirements Analyse processes and procedures Identify and categorise users Design the “product” Write content Create graphical elements Draft and publish the “product”. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

Who do we work with? We work with a wide range of people in various roles clients at all levels project managers people who use our finished products business analysts interaction designers software designers and developers other technical communicators. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

What industries do we work in? Computer software Computer hardware Engineering Manufacturing Pharmaceuticals Insurance Banking Training Printing & publishing Utilities Transport Government Tourism Legal Medical Research. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

Roles of a technical communicator User advocate Interaction designer Interpreter Teacher/trainer Mentor Technology expert Developer. Project Manager Researcher Interviewer Analyst Designer Writer Graphic designer Editor/proof-reader Publisher 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

Conclusion Technical communication is not necessarily “technical” Technical communication is a specialised field Technical communicators need a wide variety skills Technical communication is required in most business areas. Are we jacks of all trades and masters of none? Core skills Critical skills Technical skills Specialist skills How specialised should we be? Employing the appropriate strategies for the project on hand Maintaining focus where personal skills are best employed What is our primary goal and purpose? Communicating with our audience Ensuring audience needs are served Producing information that can be understood and used for its intended purpose Whom do we serve? Our clients, the audience for what we produce The businesses and organisations that employ us Our profession by maintaining high standards in all we do. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

Questions? 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Project Manager We must be able to manage our own work Estimate resource requirements Set up work plans Monitor progress Identify and resolve issues Work within a project team Meet deadlines Maintain a budget Set and maintain standards 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Researcher We research a range of topics requirements audience subject matter project scope standards changing technology changing methodologies Technical communicators carry out a wide range of research which encompasses establishing the “client’s” requirements establishing the documentation requirements establishing the nature of audience developing an understanding of subject matter establishing the scope of the work to be done maintaining a knowledge and understanding of current documentation standards and strategies investigating changes in technology influencing documentation strategies available maintaining a knowledge of proposals to alter documentation methodologies and strategies 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Interviewer (1) We interview people in various roles client principals business managers business analysts users subject matter experts software designers software developers technology experts graphics experts quality assurance personnel 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Interviewer (2) As interviewers we have multiple tasks developing a working relationship with the subject clearly defining the purpose of the interview preparing and asking questions recording detailed notes working with the interviewee to create subject matter outlines increasing our understanding of subject matter clarifying issues providing feedback 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Analyst Analysis is intrinsic to the documentation process business requirements business processes our audience tasks subject matter content the product documentation methods available technology analysis and categorization of subject matter, and structuring content analysis of information relating to the product being documented analysis of documentation methods and required outcomes analysis of available technology and its application 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Designer Design must precede development analysing research identifying interaction requirements specifying content structure designing access pathways designing the user interface Design is an integral part of the process of making information available to those who need it. The design process involves taking the results of research and analysis of the nature of the audience and their requirements requirements of the documentation product technology available for production business requirements scope and nature of the content identifying the interaction between the audience and the finished documentation product creating a design that will allow the users to access the information they require easily when it is required. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Writer Writing the content interrelated topics language for the audience clear, concise, and unambiguous describing, explaining, instructing Terms and concepts step by step instructions complete and accurate writing for the delivery medium using standards indexing As writers, technical communicators are working with content, involved in structuring content to suit the needs of the audience breaking the content into appropriate interrelated “chunks” writing in language appropriate for the audience ensuring the language is clear, concise, and unambiguous using forms of description, explanation, and instruction appropriately providing instructions that are easy to follow and carry out explaining new terms and concepts ensuring there is no redundant or incorrect information included writing appropriately for the delivery medium. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Graphic Designer Graphics - an integral part of documentation flow diagrams layered graphics illustrated procedures icons and symbols hyperlinks and navigation signposts use of colour Some information is more easily transmitted and understood in graphical form. Technical communicators take on the role of graphical designer as they create flow diagrams to illustrate processes develop layered graphics to break complex information down to reveal fine detail source pictures to illustrate procedures (a professional artist may be required here) use icons to represent physical objects or actions employ graphical elements in providing hyperlinks and navigation provide “signposts” for content topics. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Editor As editors, technical communicators review and edit their own work edit the work of other technical communicators review the work of colleagues advise clients on writing style and format for documents 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Publisher May be responsible for publishing a document or information delivery system Must understand tools and processes online and on paper The final production phase In this role they may be printing on paper producing a PDF file compiling an online system output as HTML or HTMLHelp producing a paper product or an online system, collated from a database of topics held as a single source The publishing process requires that decisions made at the design stage on format and content are put into effect to produce the desired result. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as User Advocate We need to know our users who they are their roles their work environment their tasks their information requirements We must meet our users’ needs In the role of user advocate the technical communicator must ensure that they understand the nature and characteristics of their audience identify the roles played by users in their work environment and what they need to fulfill those roles identify the tasks involved in the roles and the information required to carry out their tasks. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Interaction Designer Acting as the user advocate Working in the design team Devising personas and scenarios Contributing a user perspective Documenting design decisions As interaction designers, technical communicators can apply their knowledge as user advocates in the processes of interaction design work as part of the interaction design team to identify what is required to achieve products which appropriately serve those for whom they are intended. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Interpreter Analysing complex information Summarising “Translating” it for the audience Rewriting for understanding and clarity As an interpreter the technical communicator translates information that may be complex or expressed in specialist technical language examines and analyses the information for meaning ascertains the requirements of the intended audience re-writes the information in language that the intended audience can understand. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Teacher or Trainer We are often teaching or training supporting users establishing concepts describing processes instructing on procedures explaining Technical communicators are often teaching or training through their work by supporting users establishing concepts describing processes instructing on procedures providing explanations to enable their readers to use products or applications, to perform tasks. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Mentor Mentoring other writers creating templates providing structured outlines introducing strategies conducting workshops reviewing advising The specialist skills of a technical writer enable them to mentor those required to produce writing in various forms. This can involve advising on documentation sets and suites providing structured outlines for standard documents creating templates to simplify writing tasks introducing strategies to enable effective writing processes and procedures conducting short workshops on using word processing software reviewing and advising on draft documentation. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Technology Expert Keeping up to date with change awareness of trends trade shows and conferences networking with ICT professionals impact of changes in technology accommodating changes planning for the future updating knowledge The technical communicator must keep up to date with the rapid changes in information technology, and in the hardware and software being employed. In doing this they will be investigating and reviewing trends visiting trade shows and conferences discussing changes with other IT professionals making sure they are aware of the impact of changes in technology on their current and future projects adjusting existing documentation strategies and processes to accommodate changes planning for future changes ensuring their knowledge of technology is up to date. 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc

The technical communicator as Developer Online documentation is part of the application A variety of forms and delivery mechanisms Navigation design Testing the application: Functional testing and review Usability testing and review Online documentation can be classified as a piece of software Online documentation may be stand-alone, unrelated to a product, delivered on a browser via an intranet, the internet, or a Web site stand-alone delivered as a PDF file related to a software product and displayed on the request of the user integrated with a software application (embedded, context sensitive). queried and searched To be useful online documentation requires some form of navigation which may be designed by the developer. In producing an online documentation product, does the role of the technical communicator become blurred with that of software developer? 16 March 2009 Copyright © 2009, Technical Communicators Association of New Zealand Inc