Flipping Hats Quickly Managing Multiple Roles as Writers -- P.V. Sairaj, Cognizant

In this Presentation  Explore our current roles as Technical Writers  What can we change for the better  Explore our current compulsions to play multiple roles  Provide tips for beginners to handle expectations  Provide tips to experts

In this Presentation Wearing different hats as Technical Writer Wearing different hats as Communicator

As Technical Writer – The Hats Traditional RolesWriter Reviewer/Editor 1.Understand requirements and plan project 2.Develop documentation 3.Review documentation 4.Deliver

Traditional Role ActivitiesThought Pattern Project Start  I’ve got another User Manual to write. Requirements Gathering  Content Structure  Elements  Content coverage  Time Development  Write, write, write  Information gaps  Time shortage  Writer’s block Review/Edit  Does my writing make sense?  Have I covered all content? Deliver  Phew! Let’s hope the client/manager likes it.  Let’s hope they do not discover these issues

Traditional Role - Pitfalls  Dominated by the writer in you  Poor or incomplete content  Less effectiveness  Less quality  Extensive application content; Limited business content

As Technical Writer – The Hats Ideal RolesUser Reviewer/Editor Writer Manager 1.Research Application 2.Understand requirements and plan project 3.Develop documentation 4.Review documentation 5.Deliver

As Technical Writer – The Hats Ideal RolesUser Reviewer/Editor Writer Manager Hat: I am a user. How do I use this system? (Explore Mode) 1.Become a user 2.Identify a persona to emulate 3.Identify responsibilities 4.Play with application 5.Make notes as required Tips  Try every screen and field  Consciously keep the writer in you away

As Technical Writer – The Hats Ideal RolesUser Reviewer/Editor Writer Manager Hat: I am a writer. How do I explain to users how to use this system? (Teaching Mode)  Adopt a four-step approach to document development –Get inputs –Develop content –Clarify information gaps –Complete documentation Tips  Write for the persona you created

As Technical Writer – The Hats Ideal RolesUser Reviewer/Editor Writer Manager Hat: Let me tear this document apart in terms of content, language, functionality (Critical Mode) 1.Perform thorough review of content 2.Conduct usability testing Tips  Be open to find as many errors as possible  Go by intuition. If you sense something wrong, stop and relook  Do not ignore or bypass issues

As Technical Writer – The Hats Ideal RolesUser Reviewer/Editor Writer Manager Hat: I have to meet expectations and deliver quality (Control Mode) 1.Define scope, schedule 2.Manage expectations 3.Establish communication 4.Monitor Project  Green, Yellow, Red signals Tips  Work expands to fit the time you set  Proper planning is 1/3 the work done

Value Proposition  Experience the user’s role before documentation development –Better understanding of application and business purpose –More effective documentation –More useful for end-users –More value to customers  Higher quality output –More effective review and management –Better material  Focused approach to audience analysis, development, and review  Professional approach to project management

General Communication Wearing different hats as Communicator  Technical Writer  Web Master  Content Architect  Instructional Designer  Proposal Reviewer  Media Relations Manager  Copy Writer  Marketing Communications writer  Newsletter Publisher  writer  Internal Documents Reviewer  Company Editor  …………

General Communication  Not our responsibility  Lost focus  Not core competence  Jack of all trades Should we do this?  Who else can?  Why not in allied areas: e-Learning, web development, content management  Provides breadth of experience Why shouldn’t we?

General Communication Do It Three step approach to success (a beginner’s guide) Research and Learn Deliver A one-step approach (an Expert’s Guide) Just flip your thinking hat quickly and get going…

A Beginner’s Guide Do It Research and Learn Deliver The Showstoppers  Fear – Can I do it?  Low confidence  Attitude  Uncertainty The Winners  Just do it  Risk-taking, bold  Strong self- confidence  Quick learners

A Beginner’s Guide Do It Research and Learn Deliver The “EASE” theory for successful writing  Explore requirements –What is expected? –Who are the audience? –What does the audience expect  Analyze concepts –What are the concepts behind this style of writing? –What are the common guidelines –What has been the trend?  Study samples –Are there samples I can see? –What are the common characteristics? –How do they map to the concepts?  Emulate –Pattern your work on a good sample

A Beginner’s Guide Do It Research and Learn Deliver The important principle of “selling”  Write a positive and confident message with your delivery  Explain why you did things a particular way  Make a strong selling statement  Particularly important for an unknown recipient

An Expert’s Guide User Documentation Brochure Newsletter Technical Writer Marketing Person Employee

An Expert’s Guide – The Mindshift  Why consciously mindshift? –Retain mood, tone, audience profile of one requirement –Need to erase that picture and create a new frame for the new requirement –Create the required environment in our mind –Limited time for natural mind change  Mindshift approach –What is the purpose and goal? –What mood should I be in? –What is the user requirement and expectation? –How should I communicate – tone, language?

Beginner – Expert Transition  Beginner/Expertise   --Emulation/Innovation--- 

Summary  As Technical Writer –Do not be influenced by the writer’s role alone –Wear different hats: User, Writer, Reviewer, Manager –The user role will give a good perspective of application usage –The managers role will help control and monitor project better  In General Communication –Beginners Break the fear barrier. Grow the “Can do” attitude Prepare yourself well when exploring unknown areas Set right expectations Sell your output –Experts Consciously adopt “switch hat” method Move ahead from creation to innovation

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